Agent Dedicated and Priority lines
(Last updated October 2008)
Responding to feedback from tax agent representatives at the Working Together
Steering Group Meeting on 5 December 2007, HM Revenue & Customs (HMRC)
Contact Centres agreed to introduce a new Agent Dedicated Line in each taxes
Contact Centre. The new lines have been introduced to each Contact Centre
on a rolling basis.
The new Agent Dedicated Lines are intended for all agent enquiries for taxpayer-specific calls about Self Assessment and PAYE (Pay As You Earn) for individuals and partnership matters. These numbers should only be used by professional agents. All our Contact Centres are open Monday to Friday 8am - 8pm and Saturday 8am - 4pm except Belfast which is open Monday to Friday 8.30am to 5pm.
Choose the right number
If you have a client-specific query, it’s a good idea to call the Agent Dedicated Line number in the first instance.
When you call an Agent Dedicated Line, you will be:
- given priority and answered faster
- put through to an adviser who has at least 12 months experience
- transferred to technicians if necessary to ensure your query is answered wherever possible during your first call
The numbers are for agents' use only. Please do not pass these numbers to your clients.
You may already be aware that our busiest times for calls are on Mondays and on the days that follow a Bank Holiday. It would be helpful if you could try to avoid contacting us at these times.
Tax credits - priority line for agents
Many agents support their clients with their tax credit claims. We have taken note of your feedback and made improvements to the way we handle tax credits calls from agents. We have introduced a priority number for agents dealing with tax credits: 0845 300 3943. The priority line is for agents only, please do not make it available to the general public as this will affect the efficiency of the service.
Agent calls to the new number will be routed to one Contact Centre site. When the call comes through to the Contact Centre, it is identified as an agent call and advisers will have the relevant guidance for verifying and dealing with agents at their fingertips. This should ensure a more efficient service for agents.
If an agent uses the existing general number, advisers should still deal with the call, but we recommend that you use the new number.
Taxes Contact Centres Agent Dedicated Lines
Area |
Dedicated line |
Telephone |
Contact Centre |
|---|---|---|---|
| Devon |
0845 366 7880 |
0845 366 7830 |
Cardiff |
| Dorset and South Wiltshire |
0845 366 7852 |
0845 302 1438 |
Portsmouth and Bournemouth |
Area |
Dedicated line |
Telephone |
Contact Centre |
|---|---|---|---|
| Gloucester and North Wiltshire |
0845 366 7857 |
0845 366 7840 |
Liverpool |
| Greater Belfast |
0845 366 7896 |
0845 302 1469 |
Belfast |
Area |
Dedicated line |
Telephone |
Contact Centre |
|---|---|---|---|
| Humber |
0845 366 7823 |
0845 302 1414 |
Sunderland |
Area |
Dedicated line |
Telephone |
Contact Centre |
|---|---|---|---|
| Kent |
0845 366 7852 |
0845 302 1431 |
Portsmouth and Bournemouth |
Area |
Dedicated line |
Telephone |
Contact Centre |
|---|---|---|---|
| Oxon and Buckinghamshire |
0845 366 7897 |
0845 302 1434 |
East Kilbride |
Area |
Dedicated line |
Telephone |
Contact Centre |
|---|---|---|---|
| Tees Valley |
0845 366 7823 |
0845 366 7865 |
Sunderland |
