Agent webchat to continue for SA and PAYE queries

HMRC has decided to continue offering webchat services for its agent dedicated line (ADL) beyond 31 January 2024 on self assessment and PAYE. In an email update for agents HMRC says this not only aligns with its ambitions of serving more taxpayers through digital channels to reduce calls to its helplines but adds that ‘it’s also been well used by our customers’. Further some 15 000 agents each month have been using webchat services.

Agents will be able to access the self-assessment webchat service via the digital assistant which according to HMRC is currently dealing with around 40% of all self-assessment queries without further input. Agents with complex or urgent queries who need to speak to an HMRC adviser can still call the ADL selecting option 1 from the menu if needed.

The PAYE webchat service will focus on repayment queries and can be accessed...