HMRC: changes to the Agent Dedicated Line

05 January 2023

HM Revenue and Customs (HMRC) has advised from 1 January 2023 to 31 January 2023, the Agent Dedicated Line (ADL) will only be able to answer self-assessment queries, as a temporary measure.

The online deadline for filing your self-assessment tax return and paying the amount due is 31 January 2023. With the deadline being around the corner, this will mean HMRC receives a high volume of calls. As a result of this, HMRC has limited the calls to be answered in an attempt to manage service levels.

HMRC is warning customers that the deadline to submit a paper return has passed and tax returns can only be submitted online. Anyone who files after 31 January may face a penalty.

HMRC has said:

‘‘There is less than one month for around 5.7 million self-assessment customers to file their tax return or they may face a penalty.’’

“Do not contact the helpline to check progress or ask about tax and employment history.”

If you act as an agent and have non-self-assessment queries, HMRC suggests the below methods instead of contacting the ADL:

You can check when you can expect a reply or use the income record viewer to see your client’s:

  • pay as you earn (PAYE) information for the current year plus the four previous tax years

  • employment records, including time in employment, taxable benefits and any gap where no record is held by HMRC

  • income record

  • state and private pension information.

As an agent, you can read more on the topic on the GOV.UK site and ensure deadlines are met. It’s also useful to check HMRC’s current performance and service levels.


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