HMRC's agent webchat service has been updated and relaunched. This agent-only channel can be quicker than phoning for some Self Assessment and PAYE queries.
There is a new link to access HMRC's new and improved agent webchat service. It can be found here.
- The agent webchat service can be used to answer common personal tax queries in relation to Self Assessment and PAYE, including:
- All PAYE queries.
- Registrations and reactivations.
- De-registrations.
- Progress chasing, excluding Self Assessment repayments, appeals and returns.
- Making Tax Digital.
- Agents can raise up to five queries for clients per webchat session.
- Each session can last for up to one hour.
- This service is available Monday to Friday from 8 am to 6 pm.
Some of the improvements include:
- Removal of the digital assistant.
- This has been replaced with short questions to more quickly direct the agent to an adviser.
- If the adviser is unable to resolve the agent's query, the agent will be offered a callback from HMRC within two working days.
Some queries cannot be answered through the agent webchat service and should be resolved by phone. These include:
- Statements and payment allocations.
- Progress chasing a return, Self Assessment repayment or an appeal.
- Amending a return online.
- Class 4 National Insurance miscalculations.
- Complex or technical queries requiring specialist teams, including Capital Gains Tax, double taxation, basis period reform, chargeable events, and non-residency.
External links