HMRC recently updated its guidance on agent webchat, clarifying the circumstances in which the service can be used. HMRC says that agent webchat provides a “faster alternative for telephony” for many types of query, enabling the agent to speak to an HMRC adviser online.

To help you make the best use of agent webchat, ICAEW’s Tax Faculty has provided answers to the questions below.  

How does webchat work? 

To use webchat, open Ask HMRC online. Webchat can also be accessed through the Agent Services Account. 

You will be asked to indicate which of the following core services your query relates to:  

• self assessment (SA) registration or reactivation;
• cancelling SA;
• pay as you earn; and
• Making Tax Digital.  

You will then be connected to an available adviser. You will also have the opportunity to enter details about your query if it does not relate to one of the core services, above. You can raise up to five queries for clients per webchat session. A webchat session can last for up to one hour.  

Webchat is open Monday to Friday from 8am to 6pm. You can use webchat outside of its opening hours, in which case HMRC’s digital assistant will respond to your query. You may also be routed to HMRC’s digital assistant during webchat opening hours if no advisers are available.  

What should I do before using it? 

Before using webchat to progress chase, you should use HMRC’s Where’s my reply tool to see if HMRC is within the expected timeframe for providing an update on returns, repayments and other requests. You should only consider using webchat where HMRC has not responded within the expected timeframe. 

If your query is about tax or employment history, consider if you can access the information online, for example, by using the Income Record Viewer for agents.  

What can I use it for? 

HMRC says that webchat is best suited to “straightforward, transactional queries”, including those relating to the core services (above). HMRC will accept queries on other topics, provided they don’t fall within HMRC’s list of topics that it says aren’t suitable for webchat (see below).  

If your query is suitable for webchat, but cannot be resolved using the service, an HMRC adviser will arrange to call you back, within two working days, or you have the option of calling the Agent Dedicated Line (ADL) instead.

What can I not use it for?

HMRC says that queries regarding the following topics are not suitable for webchat. 

• statements and payment allocations including:
  • clarification on remissions;
  • over-repayment cases;
  • multiple payments; and
  • allocation or reallocations with required analysis;
• amending a return online;
• class 4 miscalculations; and
• complex or technical queries requiring specialist teams including:
• capital gains tax;
• double taxation;
• basis period reform;
• chargeable events; and
• non‑residency.

Queries of this nature can be resolved by calling the ADL (see above).   

Further, webchat can’t be used for progress chasing if: 

• HMRC is within the expected timeframe to respond (see above); or 
• you are progress chasing a return, SA repayment or an appeal (in which case, see immediately below).  

What should I do if I can’t resolve an issue? 

If you can’t resolve your query through the normal channels, you may be able to use one of HMRC’s resolution services, including the personal tax query resolution service for agents and the agent account manager service. An earlier article explains how to do this.   

How can I help improve webchat? 

By keeping the guidance above in mind, including checking other sources before asking a query, you can help HMRC manage demand for webchat.  

You can give feedback on webchat by completing the satisfaction survey that will be sent to you after you have used the service. HMRC says that it has already made improvements to the service based on feedback from agents and representative bodies, including streamlining the webchat journey, and continues to work on longer-term improvements.