HMRC agent webchat services continue

Webchat services for agents will continue beyond January, and a new process applies for chasing repayments. If this article is supporting your professional development, it can count towards your verifiable CPD hours. Use the pop up at the bottom right corner of your screen to add reading this article as an activity to your online […]

HMRC doubles down on redirecting callers to online services

HMRC has announced that in the run up to the self assessment filing deadline, it will be redirecting callers to online services. The agent dedicated (ADL) line is also affected and will not handle PAYE queries. HMRC has announced that from 11 December 2023 to 31 January 2024, self assessment (SA) “queries that can be […]

Where are the gaps in HMRC’s digital services?

ICAEW’s Tax Faculty wants to get your thoughts on the top priorities for the development of HMRC’s digital services. HMRC is seeking to promote a channel shift, away from phone and post to digital services. Most agents would prefer to interact digitally with HMRC, but agents do not have access to all the services available […]

The HMRC services unavailable between 23 June and 26 June

Several HMRC services will be unavailable from Friday 23 June to Monday 26 June 2023. This will affect some online services available to taxpayers and agents, as well as HMRC contact centre staff. This coming weekend, HMRC is moving one of its largest systems, the national insurance and PAYE service (NPS), to a cloud platform. […]

HMRC research: agent experience of digital services

Research by HMRC shows that more than half of agents have accessed clients’ online accounts, suggesting that agents’ needs are not being met. The findings tally with recent feedback to ICAEW’s Tax Faculty, but overall give a more positive impression than might have been expected. HMRC has conducted independent research to gain a “better understanding […]