HMRC reducing telephone services further

Just when I thought it couldn't get any worse...

Didn't find your answer?

Just when I thought it couldn't get any worse, I see HMRC have announced this this morning: 

https://rossmartin.co.uk/sme-tax-news/7392-hmrc-helpline-to-focus-on-pri...

Just what will they deem a priority? I can't cope much more with being pushed to the useless and dumbed down online services

Replies (5)

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By FactChecker
07th Dec 2023 13:36

Mind-blowing (mine not theirs, since they appear to have lost theirs)!

"This redirection to online services will be mirrored on the Agent Dedicated Line, with agents also being directed to digital services where possible.
* Agent Dedicated Line advisers will only take calls about Self-Assessment filing, payments or repayments. Agents with queries on other topics, such as PAYE, will need to use other channels for assistance.
* Agents that have queries outside of these Self-Assessment subjects, or have multiple client queries, will be redirected or asked to call back in February."

My client's priority is my priority - but apparently not HMRC's priority!

Thanks (1)
Replying to FactChecker:
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By rmillaree
07th Dec 2023 14:06

if only
they let agents update tax codes online
if only
they let clients do marriage transfers online
if only
they let agents submit rental income details online
if only
they let agents declare dividends and savings interest online
if only
they let us do online notification to remove client from sa issued if not necessary online

and they complain we buden with phone calls

are you reading this Jim - nope ?

apologies to hmrc if you can do any of the above online as agents

Thanks (3)
Replying to rmillaree:
By Alison Cotton
08th Dec 2023 10:40

if only
they let agents or clients allocate payments to outstanding amounts

Thanks (0)
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By I'msorryIhaven'taclue
07th Dec 2023 14:03

We just received the email: "Changes to the SA helpline and ADL during SA peak 2024, and repayment notification update"

"From 11‌‌‌ ‌‌December 2023, we will be changing the way we support customers and agents through our Self Assessment (SA) helpline and Agent Dedicated Line (ADL), directing those with simple queries to our existing online services, where they can resolve them more quickly and easily without waiting to speak to an adviser. "

and

"Between 11‌‌‌ ‌‌December 2023 and 31‌‌‌ ‌‌January 2024, we are also prioritising our available resource on the ADL to support the SA peak.

During this time our ADL advisers will only take calls about SA filing, payments or repayments and will be redirecting agents to use online tools for simple queries wherever possible. This also means that agents with queries on other topics, including PAYE queries will need to use other channels for assistance."

and

"During SA peak, ADL will not be dealing with any PAYE-related calls, however we know that many queries can be resolved quickly and easily online. We encourage agents to consider using tools such as the 'Income Record Viewer' or the 'Where’s my reply' tool before contacting us."

Ouch! No phones, then.

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Replying to I'msorryIhaven'taclue:
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By FactChecker
07th Dec 2023 15:36

Hope you noticed the one-liner *threat* hidden in the middle of their persiflage:

"We fully expect normal service to resume once the SA deadline has passed" ... ouch!

Thanks (1)