Changes to HMRC’s Agent Dedicated Line

HMRC's decision to drop the 10-minute call answering target from the agent dedicated line (ADL) raises concerns for accountants and other professionals who require the service.

First and foremost, removing the 10-minute target will increase waiting times for accountants and tax professionals who rely on the ADL. While HMRC encourages the use of digital services, not all queries or situations can be resolved online. Accountants deal with complex and unique cases that require one-to-one communication.

Furthermore, a significant portion of calls to the ADL are progress chasing queries. HMRC suggests that these queries can be answered online, but experience tells us that this is not the case. Speaking to an advisor directly is more efficient.

Additionally, HMRC is re-routing PAYE queries to dedicated PAYE advisers. This may be efficient, but it will frustrate accountants who have multi-faceted enquiries that span multiple tax areas. Accountants will have to switch between lines to address different issues. To then be put on hold again will be a deterrent for those seeking a streamlined and efficient service.

Finally, HMRC is considering introducing a webchat facility to the ADL. While this is a step in the right direction, it is in the early stages and does not have a concrete timeline for full implementation. HMRC is also working on "iterative changes," but this does not offer a clear roadmap for improving service efficiency and reducing wait times.