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Calls to HMRC’s ADL not limited to one client


Published: 27 Apr 2021 Update History

Tax agents can discuss more than one client on calls to HMRC’s agent dedicated line, as long as the call handlers have capacity HMRC has clarified.

Acknowledging that service levels for agents have not been what HMRC would like since the start of the pandemic, HMRC has offered more information on the support that can be expected from its agent dedicated line (ADL).

HMRC has confirmed that while there is no set number of clients an agent can discuss with one of its advisers, they are only able to spend an hour at a time on the phone due to health and safety requirements.

On taking a call, the HMRC adviser should now confirm with the agent how much time is left before their next break to allow the caller to prioritise their queries. If a call adviser doesn’t offer this information, then agents are able to ask for it.

Alongside the clarification HMRC called on agents to be “pragmatic” in what can be achieved in the time available.

ICAEW’s Tax Faculty is in ongoing discussions with HMRC about restoring priority access to the ADL which was suspended at the start of the pandemic. HMRC has not yet been able to offer any indication of when priority access might be restored.

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