A number of red old-fashioned phone handsets are dangling by their wires against a grey backdrop

Clarification regarding further restrictions to HMRC Agent Dedicated Line

20 December, 2023

Following HMRC's decision earlier this month to restrict access to the Agent Dedicated Line and Self-Assessment Helpline until 31 January 2024, they have today announced further limitations on issues agents can call the Agent Dedicated Line (ADL) about. 

Today's HMRC's email announcement to agents regarding the ADL stated:

"We previously said we would deal with calls relating to SA filing, payments and repayments for the 2022 to 2023 tax year. However, due to exceptional levels of demand, we will be directing all ADL progress chasing queries for SA repayments to our digital 'Where’s my reply' tool from‌‌‌‌ Friday‌‌‌ ‌‌22‌‌‌ ‌‌December 2023."

The ATT was not pre-warned of this further restriction, but we sought urgent clarification from HMRC on the position where the deadline has passed, as we expect the majority of our members will not be chasing repayments via the ADL unless the repayment is known to be overdue.

HMRC have confirmed that agents will continue to be able to chase repayments via the ADL, but only in cases where the expected response deadline according to the 'Where’s my reply' tool has passed. We would appreciate it therefore if members could continue to use this tool and wait for the deadline to pass before calling HMRC.