Quickest HMRC telephone response time.

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What's the quickest during Covid you have got through on the Agent HMRC telephone line ?I usually give up after 30 minutes;I love the Scots ,but that automated response after hearing it for the fifth time just does me in.How are HMRC handling this ? Skeleton staff in the office,and everyone else answering calls from home ?If so surely response times should be only marginally worse.I feel really sorry for you agents out there who have numerous requirements to phone HMRC up.How do you get any effective work done ?I struggle to do anything else which is meaningful,while just leaving the call hanging there.

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By sarahg
16th Mar 2021 10:34

I've given up with the agent helpline and just call the normal lines at 8am

Always say yes you will do the survey and longest wait has been 15 minutes recently

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Replying to sarahg:
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By Southwestbeancounter
16th Mar 2021 13:56

I think you'll find it's one and the same thing - just come off the 'ADL' line after waiting for almost an hour for it to be answered and the lady confirmed the fact.

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By Duggimon
16th Mar 2021 10:52

The agent line isn't fully staffed any more, most of the staff have been moved on to other lines.

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Replying to Duggimon:
By SteveHa
16th Mar 2021 12:27

For all intents and purposes, there is no ADL anymore. Calls just go through to the general bulk lines.

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By Southwestbeancounter
16th Mar 2021 13:56

Spot on!

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By mbee1
16th Mar 2021 15:33

If I need to call I try and ring them at 8am. Usually answered within a couple of minutes. Leave it later than about 8.20am and your into double digit wait times. If i call them during the day then I stick it on loudspeaker and carry on working!

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Replying to mbee1:
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By Southwestbeancounter
16th Mar 2021 16:45

The loudspeaker idea is ideal provided you don't have anyone else working in the office otherwise the muzak will drive you both mad!!!

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PJ
By paulgrca.net
16th Mar 2021 16:06

Phone says I have been waiting for 38 minutes should I............
A) Wait until the call is answered
B) Smash the phone into a thousand tiny pieces Basil Fawlty style.
C) Wait for HMRC to answer and tell them to get stuffed
D) Wait for the call to be answered and then outline my query as if there was nothing unusual about the length of time it has taken

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Replying to paulgrca.net:
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By Southwestbeancounter
16th Mar 2021 16:44

I have done B) more than once but as my colleague pointed out last time - why would I take my anger out on my own equipment which I then had to piece back together! :-)

Earlier today I rang HMRC and had to wait almost an hour but the lady who answered (Karen from Cardiff) was so unusually helpful I calmed down immediately! It was a bit like the good old days when you could speak to an inspector or at least someone who cared!!

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Replying to paulgrca.net:
PJ
By paulgrca.net
16th Mar 2021 17:09

I visualized B - only because the phone is fairly new and a bit pricey.
I just gave up after 45 minutes.
I have a zoom meeting at 8 tomorrow so will have to wait till Thursday to get this sorted!
Of course the annoying thing is because I hung up the waiting time will not find its way into the performance for call handling which HMRC publish from time to time which frankly is just a joke in non covid times anyway.

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By bettybobbymeggie
16th Mar 2021 16:57

I favour web chat these days, but still have to get in there at 8am. I share a home office with my wife and whilst she is permitted to make as much noise as she likes I have to be completely silent in all things.

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