08 October 2024

Following recent feedback from agents, HM Revenue and Customs (HMRC) is updating the services provided to agents with Self Assessment (SA) and PAYE queries from 7 October 2024.

Changes include:

  • Having one combined helpline for agents with SA and/or PAYE queries
  • Agents can discuss up to five customers per call or webchat
  • A new webchat service – solely for agents, covering SA and PAYE
  • New automated options when calling the Agent Dedicated Line (ADL) for progress-chasing SA repayments
Agents with routine enquiries are encouraged to still use digital services where possible.

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