Agent Dedicated Line 1-31 January complex SA queries only

From 1 until 31 January the Agent Dedicated Line (ADL) will only be able to answer questions on complex SA queries. This is to make sure HMRC can support agents to complete their clients’ SA Returns. 

The SA peak is always HMRC's busiest time. To help it provide the best service it can through the SA peak, it wants to make sure that agents always use their digital services where possible and only use the ADL for SA-elated enquires. If agents have to ring for other reasons throughout January they should use the normal customer lines where they will get answered but it may take a little longer than usual.   

Agents should: 

  • use the “Agent Dashboard” for the quickest way to establish when to expect a reply from HMRC to a query or request 
  • sign-up for the Income Record Viewer service as an agent to access pay and tax details, employment history and tax codes 
  • remind customers to use their PTA to access general tax information and employment histories. Customers can also use PTA to request an SA302 

HMRC receive a lot of calls to the Agent Dedicated Line which are not complex enquiries for example: PAYE queries in relation to progress-chasing, queries about general tax information and employment histories. Agents can get these answers on HMRC's self-serve digital channels.