HMRC Abandons 10 Minute ADL Answering Target

 

 

In a kick ion the teeth to tax agents, HMRC has announced that it will be abandoning its 10-minute answering target on the Agent Dedicated Line (ADL) from 2 October 2023. This means that agents can expect to wait longer to speak to an HMRC advisor.

HMRC has said that the decision to abandon the 10-minute answering target is necessary to "focus on improving the quality of service we offer". However, many agents are concerned that this will lead to even longer waiting times, particularly during busy periods.

The ADL is a dedicated telephone line for accountants and tax agents to contact HMRC. It is designed to provide agents with quick and easy access to support. However, in recent months, there have been reports of long waiting times on the ADL.

Some agents have said that they have had to wait for over an hour to speak to an HMRC advisor. This has made it difficult for them to get the support they need and to provide a good service to their clients.

The decision to abandon the 10-minute answering target is likely to make this situation worse. It is important to note that HMRC does offer a number of other ways to contact them, including online and through the post. However, many agents find that the ADL is the best way to get support for complex or urgent queries.

It is a disgrace that HMRC is abandoning its 10-minute answering target on the ADL. This is a vital service for accountants and tax agents, and it's simply not good enough that HMRC is making it more difficult for them to get support.

This decision is motivated by cost-cutting rather than a genuine desire to improve the quality of service. HMRC has been under a lot of pressure to reduce its spending in recent years, and it seems that the ADL is one of the first services to be cut.

This decision will have a negative impact on taxpayers. If accountants and tax agents are unable to get the support they need from HMRC, it will take them longer to deal with their clients' queries. This will lead to delays in tax refunds and other important services.

Tax does have to be taxing.

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HMRC's Half Arsed Attempt To Reopen Agent Phone Line

 

HMRC is restoring priority access to the ADL from Monday 14 June 2021 and committed to call waiting times of less than 10 minutes. However, the ADL will not handle certain types of calls where digital alternatives are available.

Following lengthy discussions with professional bodies including ICAEW, HMRC has now agreed to restore priority access to the agent dedicated line (ADL), starting on Monday 14 June, initially on a trial basis. HMRC has confirmed it is expecting to answer all calls to the ADL within 10 minutes.

ICAEW’s Tax Faculty welcomes this positive development even though it falls short of restoring the pre-pandemic position and encourages members to play their part by adhering to HMRC’s guidance on the use of the line.

The removal of priority access from the ADL at the start of the coronavirus pandemic, along with delays across most HMRC services and the additional demands from clients has had a major impact on agents.

HMRC’s central role in the government’s response to COVID-19 has been resource intensive and has had implications for its day-to-day operations. HMRC acknowledges that it has not been able to provide the level of service that it would like.

How to use the line

The ADL will be open from 08:00 to 18:00 Monday to Friday. ICAEW is aware that agents have become accustomed to phoning as soon as the helpline opens as that has been the best time to get a call answered, HMRC has asked that calls be spread during the day to help it to manage demand.

To allow HMRC to provide priority access to agents it has listed the types of call that it will not accept on the ADL, because a digital service is available or the client has access to the information.

Agents are expected to use the following digital services rather than phoning the ADL:

• Progress chasing – agents should use HMRC’s Where's My Reply? tool. HMRC has recently done some work to make the tool more reliable. It currently covers PAYE and self assessment and HMRC is hoping to extend it to other taxes. Agents can contact the helpline if the expected reply date has passed.
• Report a phishing email, phone call or text.
• Report a death.   
• Obtain an SA302 (to support a mortgage application).

Agents are expected to obtain pay and tax details and employment histories from their clients and HMRC is encouraging the use of the personal tax account where clients can obtain this information. This has been HMRC’s position since 2017; over time more HMRC staff have been prepared to provide these details over the phone but HMRC will be tightening up on this.

This approach is partly driven by GDPR considerations as HMRC has some concerns over whether 64-8s allow it to disclose this information directly to agents. Where necessary HMRC will send the information to the client by post. HMRC is developing a service to give agents access to this information, along with details of tax codes.

Agent income record service

The agent income record viewer service is still in private beta testing and so is limited to a small number of agents. HMRC is now extending the service to a further 200 agents. If you would like to be part of this trial, please contact Denise Beat via hmrcirvrequest@hmrc.gov.uk.

The service involves a one-off digital handshake which needs to be completed by the client so is not suitable for all clients.

HMRC hopes to be able to extend the agent income record viewer service to all agents in the future and is also working on more streamlined agent authorisation processes.

ICAEW is pressing HMRC to address the issues with the self assessment pre-population service which is also important in addressing this need.

Other service improvements

HMRC has also indicated that it is working on the use of scanning technology to improve the processing of R40 (Claim for repayment of tax deducted from savings and investments) for PPI interest taxed at source and other high demand forms.

It is about time that HMRC reopened the ADL, but it is not great that they are doing so in a half arsed manner!

Tax does have to be taxing.

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You have the peace of mind knowing that your accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.

Tax Investigation Insurance is an insurance policy that will fully reimburse your accountants (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.

A Solar Protect policy will enable your Accountant (your tax return agent) to:

• Deal with any correspondence from HMRC
• Attend any meeting with HMRC
• Appeal to the First-tier Tribunal or Upper Tribunal
• Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly

Please click here for details.

HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"