HMRC has confirmed that the Agent Dedicated Line (ADL) that offers priority access to HMRC staff has been relaunched on a trial basis from 14 June 2021.
HMRC has also made it clear that the ADL is not expected to be used to handle certain types of calls where digital services are available or where the pertinent information could have been obtained directly from clients.
The ADL will be available Monday – Friday 8am – 6pm on 0300 200 3311 and calls are anticipated to be answered within 10 minutes. HMRC is also asking agents to space out their calls to the dedicated line throughout the day rather than phoning as soon as the helpline opens.
HMRC is also working to develop more digital services for agents, with a view to materially reducing their need to phone. This is expected to include changes to forms processing, agent authorisation processes and the agent income record viewer.