HMRC has announced that, from 2 October 2023, its ten-minute call-answering target on the agent dedicated line (ADL) is to be dropped. This will allow the team to focus on providing a higher quality of service, says HMRC, while noting that ‘waiting times may vary’.
In line with its approach to other helplines call waiting times will be introduced, allowing agents to make a decision as to whether to continue to wait in the queue, call back later or use a ‘digital option’.
In anticipation of a decline in service, the CIOT and ATT has issued a note to members. Key extracts include: ‘From 2 October, HMRC will no longer have a 10-minute target within which to answer calls, information on call waiting times will be introduced, and PAYE queries will be re-routed to PAYE advisers, not those on the ADL. CIOT and ATT have, in discussions with HMRC, reiterated the importance of the ADL as opposed to other contact methods such as webchat. Calls to the ADL represent less than three per cent of all calls received by HMRC, and evidence shows us that most of these calls cannot be effectively dealt with through existing digital channels.
‘While the proposed information regarding call wait times will be helpful (particularly as they are expected to increase), we are disappointed to see these changes, which represent a further erosion of services to agents. We will continue to discuss the impact of these changes, and service levels generally, at all levels within HMRC. With this in mind, feedback on your experiences once the change has taken place is welcome. Please send comments to technical@ciot.org.uk or atttechnical@att.org.uk.’
Following its temporary closure earlier in 2023 (to focus resources elsewhere), HMRC’s self-assessment helpline reopened in September, although the average waiting time was 30 minutes on 26 September (according to HMRC).
This announcement comes in the wake of continued concerns over service levels generally at HMRC. As reported last week in Tax Journal’s news ‘HMRC service levels harming business’, a CIOT survey found that 94pc of its members asked were 'somewhat' or 'extremely' dissatisfied with HMRC’s service levels. Helen Whiteman, CEO of the CIOT said: “You have to wonder how much further service levels need to fall for those in positions of influence and power to sit up and act.”
HMRC has announced that, from 2 October 2023, its ten-minute call-answering target on the agent dedicated line (ADL) is to be dropped. This will allow the team to focus on providing a higher quality of service, says HMRC, while noting that ‘waiting times may vary’.
In line with its approach to other helplines call waiting times will be introduced, allowing agents to make a decision as to whether to continue to wait in the queue, call back later or use a ‘digital option’.
In anticipation of a decline in service, the CIOT and ATT has issued a note to members. Key extracts include: ‘From 2 October, HMRC will no longer have a 10-minute target within which to answer calls, information on call waiting times will be introduced, and PAYE queries will be re-routed to PAYE advisers, not those on the ADL. CIOT and ATT have, in discussions with HMRC, reiterated the importance of the ADL as opposed to other contact methods such as webchat. Calls to the ADL represent less than three per cent of all calls received by HMRC, and evidence shows us that most of these calls cannot be effectively dealt with through existing digital channels.
‘While the proposed information regarding call wait times will be helpful (particularly as they are expected to increase), we are disappointed to see these changes, which represent a further erosion of services to agents. We will continue to discuss the impact of these changes, and service levels generally, at all levels within HMRC. With this in mind, feedback on your experiences once the change has taken place is welcome. Please send comments to technical@ciot.org.uk or atttechnical@att.org.uk.’
Following its temporary closure earlier in 2023 (to focus resources elsewhere), HMRC’s self-assessment helpline reopened in September, although the average waiting time was 30 minutes on 26 September (according to HMRC).
This announcement comes in the wake of continued concerns over service levels generally at HMRC. As reported last week in Tax Journal’s news ‘HMRC service levels harming business’, a CIOT survey found that 94pc of its members asked were 'somewhat' or 'extremely' dissatisfied with HMRC’s service levels. Helen Whiteman, CEO of the CIOT said: “You have to wonder how much further service levels need to fall for those in positions of influence and power to sit up and act.”
