Agents with multiple tax credit clients

16 Jul 2020

HMRC has asked us to share the following message:

To remove the burden on tax credits customers during Covid-19 and in anticipation of a reduction in HMRC staff availability on our helplines during the pandemic, most tax credit renewals this year have been served an ‘Auto Renewal’ notice.

However, the notice we issued to some customers was missing some of the income information we use to calculate the award. 

In view of this, we have written to those who are affected and set out their missing income details.

Although selected for auto-renewal this year, self-employed customers must as usual confirm their actual or estimated income by 31 July 2020, otherwise we will finalise their award using the information we hold, and they will not be able to change it at a later date. Where an estimate is provided, as typically expected for self-employed customers, they will need to contact us again when they know their actual income by 31 January 2021.

A new process has been introduced to support agents who contact us to discuss more than one client. We will:

establish if an agent needs to discuss more than one client on the call arrange a call back within 48 hours to discuss their clients.

As well as the helpline, customers can get help and information on renewing tax credits:

On GOV.UK at  https://www.gov.uk/manage-your-tax-credits Using our webchat service, by going to GOV.UK and searching ‘tax credits general enquiries’ By tweeting @HMRCcustomers or posting on our Facebook page with general queries By using the HMRC App, available via your phone’s App store Using the online forum (click on Tax Credits and You) By calling the tax credits helpline: 0345 300 3900

The phone number for the Agent Dedicated Line is 0345 300 3943.

If you have any queries, or feedback on the above process, please let us know at technical [at] ciot.org.uk.