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Agent Dedicated Line (ADL) update from HMRC

HMRC Agent Dedicated Line (ADL) Update
HMRC Agent Dedicated Line (ADL) Update

by Howard Gross, SPA Chair

 

Hi everyone,

The following is an Agent Dedicated Line (ADL) update from HMRC:

  • from 2‌‌‌ ‌‌October 2023, HMRC will no longer operate to a 10-minute service level on the ADL – waiting times may vary depending on how many agents are calling us at any one time – HMRC know that a high quality of service is important to you, and removing the 10-minute call answering target will allow HMRC to focus on improving the quality of service they offer.
  • from 2‌‌‌ ‌‌October 2023, HMRC will no longer operate to a 10-minute service level on the ADL – waiting times may vary depending on how many agents are calling us at any one time – HMRC know that a high quality of service is important to you, and removing the 10-minute call answering target will allow HMRC to focus on improving the quality of service they offer.
  • from 2‌‌‌ ‌‌October 2023, HMRC will be introducing information on call waiting times onto the ADL, allowing agents to make a decision based on that information as to whether to continue to wait in the queue, call back at another time or, if you can, use a digital option to resolve your query.
  • from 2‌‌‌ ‌‌October 2023, if you call the ADL with a PAYE query, you will need to choose the PAYE option and your call may be re-routed.

HMRC are also:

  1. exploring the introduction of a webchat facility to the ADL – this is in its early stages and HMRC will keep us updated on progress.
  2. working on further iterative changes on the ADL to improve the efficiency of the service.
  3. continuing to improve and enhance HMRC digital services for agents, such as, Income Record Viewer, Agent Dashboard and ‘Where’s my reply’ tool, so more agents have confidence in using them as an alternative to calling HMRC.

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