HMRC - Agent dedicated line

More misery for Agents

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Anyone else in complete despair over the changes HMRC have made to the ADL?

They have now made the amount of time they waffle on at the start even longer by asking for feedback (spoiler HMRC: you will not like the feedback). For anyone from HMRC reading this; we're accountants. I therefore imagine that it is highly unlikely that we will abuse your staff over the phone and also don't need to be told that there is a helpful agent page on your website, we wouldn't be calling you if we didn't have to!

The wait times have increased and the music is the most infuriating violin music ever created (especially when you've been on hold for 20 minutes).

Add to that, if the advisor puts you on hold for more than two minutes you get a notification saying 'Thank you for your call, goodbye' and then get cut off. Of course HMRC do not call you back to resume the conversation! All very infuriating in a time whne HMRC's service levels are in the gutter.

Just wondering if anyone else had noted this in the past few weeks?

 

Replies (23)

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By Catherine Newman
30th Sep 2022 13:35

Weeks? More like years. I ring at 8am or don't bother if it's any later.

Thanks (1)
Replying to Catherine Newman:
Caroline
By accountantccole
03rd Oct 2022 14:53

One of the benefits of being an hour ahead - I can get in early

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By scrasey
30th Sep 2022 13:35

here's some feedback for HMRC. how many I's in sh*te? not fit for purpose, haven't been for years and getting worse. Run and mismanaged by muppets.

Thanks (1)
Replying to scrasey:
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By Paul Crowley
30th Sep 2022 13:40

Kermit would do a better job

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Replying to Paul Crowley:
By scrasey
05th Oct 2022 15:48

Indeed. I always thought it Jim Henson that was head if hmrc.

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By scrasey
30th Sep 2022 13:35

here's some feedback for HMRC. how many I's in sh*te? not fit for purpose, haven't been for years and getting worse. Run and mismanaged by muppets.

Thanks (1)
By K81
30th Sep 2022 13:59

noticed that this week wait time has gone from 10 minutes to 20-30. infuriating.

I agree that the helpful voice telling me there is information online is actually not helpful at all.

i will say though that the staff i have spoken to this week have all been more knowledgeable than in recent months.

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By 97mwill
30th Sep 2022 14:20

Had noticed the feedback request, and agree that they probably don't want our feedback, it would dent their approval ratings.

The music went to the violin music during the period of National Mourning, then it went back to the previous hold music and this week when I called the Agent Line it had changed again to something much more upbeat and positive. Perhaps the latest change is to put us in a better frame of mind before we speak to them, or complete the survey!

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By Truthsayer
30th Sep 2022 14:23

'Just wondering if anyone else had noted this in the past few weeks?'

No, as I never phone HMRC, for exactly this reason. I gave up years ago, and then did everything by letter.

Thanks (1)
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By Barbara G
30th Sep 2022 15:09

Opt to complete the survey. You'll get a better respondent. I'm convinced calls for those who agree to complete the survey are directed to more helpful HMRC staff and that calls are answered quicker. In the end, you don't actually have to complete the survey, it goes by text to your phone and you can respond to it or ignore it. However, I usually get a better service when I opt to complete it.

Thanks (5)
Replying to Barbara G:
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By Catherine Newman
30th Sep 2022 18:59

You are spot on Barbara, but I did do one and rated them "low as you can possibly get". My MP is aware of my rating.

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Replying to Barbara G:
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By Paul Crowley
01st Oct 2022 17:55

Text
good idea
I have a building and use landline

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Replying to Paul Crowley:
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By Barbara G
03rd Oct 2022 17:17

Just make up a fictitious mobile number when prompted if you only use landline, (or enter the number of someone you don't like, lol) If you do that you won't have to be bothered with the surveys being sent to your phone.

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Replying to Barbara G:
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By NYB
03rd Oct 2022 10:16

Totally agree. Agree to survey and you are dealt with virtually immediately. With a competent person. All psychology. If you based your survey on this one occasion you would rate it as good.

Thanks (1)
Replying to Barbara G:
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By kelvindavies
03rd Oct 2022 12:44

Good idea. Can I ask whether you found the response time better when you rang the ADL? At the moment, we are averaging about 20 mins before they answer. Does opting into the survey reduce the answer times?

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Replying to kelvindavies:
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By Barbara G
03rd Oct 2022 17:13

I don't use the ADL, I just usually phone the employer helpline, 0300 200 3200 as I have found it quicker than the ADL. I must admit though, 20 minutes isn't an unusually long wait to get through. I just usually leave it on loud speaker and get on with something else until it is answered. Though I still get a better quality of adviser if I agree to complete the survey

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Replying to Barbara G:
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By 97mwill
11th Oct 2022 12:16

Not working for me, opted to complete the survey and still on hold 50 minutes later....

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By Open all hours
30th Sep 2022 20:07

Last call, 10 days ago was met with ‘Are you calling about your own taxes’? ‘No, I’m an agent on the agent helpline’. ‘Sorry, there’s no way I could have known that…’

Credit where it’s due I was given Christian and surnames and the help was good.

But in general, HMRC, you really. are. a. disgrace.

Thanks (2)
Replying to Open all hours:
the sea otter
By memyself-eye
02nd Oct 2022 16:06

Is the word 'Christian' allowed these days?
Surely we are all now 'non binary'
I am henceforth to be known as 'them', 'they', 'me' 'myself' 'eye'
Ohh err - am that already...
Oops.

Thanks (2)
Replying to memyself-eye:
By SteveHa
03rd Oct 2022 13:12

I am, always have been, and always will be "him", "he".

Any snowflakes try to tell me differently, bring it on. I will hoist you with your own petard.

Thanks (1)
Replying to SteveHa:
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By Paul Crowley
03rd Oct 2022 13:35

Never yet met a non He /Her person, or at least one that could be bothered to inform me of their choice.
Ms Miss Mrs, loads, even though the ID stuff says something different

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Replying to memyself-eye:
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By Open all hours
05th Oct 2022 16:00

Dear Me, Thank you for your reply. So pleased you’ve found yourself. It has been a pleasure to start a reply ‘Dear me,’

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By lauzt1987
05th Oct 2022 09:09

It’s truly awful and impossible to get through to anyone at the moment. Can anyone recommend a number for trusts and estates as I am having no luck at all.

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