Changes to the probate phone line
From Monday 2 October, we will no longer offer a dedicated probate phone line. If a tax-payer has a probate query, they should contact HMCTS. If a tax-payer has an inheritance tax query, they should contact HMRC.
If a tax-payer contacts the wrong phone line, both departments will do their best to help assist with the query. This will prevent tax-payers from making an additional call unless it is absolutely necessary.
Simplifying the phone lines will make things easier for tax-payers, which is one of HMRC Charter standards available to read at The HMRC Charter – GOV.UK (www.gov.uk)
Changes to the Agent Dedicated Line
Recently we provided an update on the current performance and service provided on the Agent Dedicated Line (ADL).
From 2 October 2023, you might wait slightly longer than normal to speak to an adviser on this helpline, especially at peak times, however HMRC remain committed to providing the right level of support for agents.
To meet the challenges HMRC are facing, whilst providing agents with the right level of support, HMRC will be introducing the following changes 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 at 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
- HMRC will introduce information on call waiting times, allowing agents to make a decision based current waiting times on whether they continue with their call, call back another time, or if they can, use a digital option to resolve their query
- If agents call the ADL with a PAYE query, they will need to choose the PAYE option and their call may be re-routed.
These changes are being made as part of the commitments set out in the HMRC Charter to support agents and their businesses, recognising the value tax agents bring to the tax administration system.