Agent Contact with HMRC - Telephone pilot

The pilot is now about half way through and has reached the busy period. The number of calls to the lines has been below estimate and feedback against those calls is running at 30%.

We do appreciate that this is a very busy time for all of you in the run up to the 31st but it was included in the pilot for just that reason – to test our systems at a time when they are at full stretch.

Your calls and especially your feedback are vital to the success of the pilot. You have been asking for improved contact with HMRC via your representative bodies for some time and we are hoping this pilot will indicate the way forward.

Please help us to help you by using the lines you have been given (if you are in the pilot groups) and sending back feedback for each and every case.

If you are a customer of Manchester Contact Centre i.e. you normally call any of the following numbers:

0845 300 0627 (Chapel Wharf)
0845 302 1463 (East Cheshire South Manchester)
0845 366 7815 (North West Midlands and Shropshire)
0845 366 7884 (Midlands West)

but you have not received an invitation from HMRC to participate in the pilot, and would be prepared to do so, please telephone either:

Helen Lynch on 0161 261 3541 or
Lynne Proctor on 0161 261 3412

Customer Contact Directorate

Thank you for your support.