HMRC have announced that from 2 October they will be removing the ten-minute average wait time standard on their Agent Dedicated phone line.

HMRC has for a long time promised that agents calling for advice and assistance using the Agent Dedicated Line (ADL) should not have to wait more than ten minutes on average to get through to someone. In reality, wait times have been much longer than this in recent months.

From 2 October HMRC are removing the ten-minute service level standard and will instead provide information to callers on waiting times so that agents can decide whether to wait to speak to an advisor or call back another time. However, these wait times will be based on the previous day and not current so may prove inaccurate. Where calls relate to individual PAYE queries they may be redirected to a separate team dealing with PAYE queries only.

HMRC are also looking at introducing a webchat service for agents though this is currently only in the preliminary stages so is some way off from being in place.

HMRC’s announcement acknowledges the ADL is at the top of agents’ list of desirables from HMRC, and also says that they are looking to improve current performance and service on the ADL. However given that wait times are already significantly in excess of ten minutes with the change taking place just as the Self Assessment filing season gets into full swing, this is not good news for agents.

Useful guides on this topic

Self Assessment Return 2022/23: What's new?
2023 Self Assessment toolkit: top tips for completing tax returns for the year ending 5 April 2023.

External link

HMRC email communication


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