HMRC extends trial for responding to old post

HMRC is continuing to focus on processing older post. Agents can use the agent account manager team to escalate cases more than 12 months old. Since 10 July 2023, an HMRC taskforce has been focusing on clearing older post.   Agents can use the Agents’ Issue Resolution Service online form to escalate any post that is […]

Trial for agents to get HMRC’s response to old post

HMRC is expanding the role of the agent account manager team, which will now assist with processing post that is more than 12 months old. ICAEW and other professional bodies continue to press HMRC on its unacceptable service performance, including long helpline waiting times and delays in handling written correspondence.  In response, HMRC is trialling […]

HMRC extends and expands redirect to SMS trial

HMRC is to continue using text messages to redirect helpline callers to online services. It will expand the trial to more services. The trial is not being carried out on the agent dedicated line. Since January, individual callers to HMRC helplines with certain queries have been receiving SMS text messages with links to online services. […]

HMRC trial: intelligent text messaging

HMRC is trialling sending SMS text messages to some individual callers to its helplines, directing them to online services and guidance. ICAEW is concerned that some taxpayers will get stuck in a ‘loop of doom’, making repeated calls and not being put through to an HMRC adviser. From 19 January, callers to HMRC’s income tax […]