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Forum Home  →  Discussion  →  Income support, JSA and tax credits  →  Thread

TC intermediaries line/LA priority line – any problems?

Emma B-G
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Welfare benefits adviser - Hertfordshire County Council Money Advice Unit

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We’re currently having some issues when contacting HMRC on behalf of our service users.

We have until the last few weeks always used the TC intermediaries line and generally been very satisfied with their helpfulness with more complex issues.

At the beginning of June we started being signposted to a different number known as the “Local Authority priority line” and were told the intermediaries line is only for CAB and charities etc. not for LA staff, and it will save us time waiting in the queue.

Unfortunately our experience when using the LA priority line number has been variable including being advised it is for HB staff only and hung up on, so we are seeking any issues that other LA staff may have with this number, including if you have noticed if there has been any change to the level of service. Colleagues in Greenwich have reported similar issues.

We are pursuing with HMRC and have, confusingly,  been advised that the LA priority line is not a specialist service, it just allows us to jump the queue to the TC helpline. This matter is also being pursued through BCCG liaison so we would be grateful for other LA reps sharing their experience..

Thanks in advance

Jo Bathie
Family Finance Project Adviser

[ Edited: 23 Jul 2015 at 02:07 pm by Emma B-G ]
seand
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Welfare rights officer - Wheatley Homes

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In a similar manner, I work for a Housing Association and a colleague was told that the Intermediaries Line is no longer available for us to use. She was given a different number which appears to just be put through to usual call centre staff.

I tried using the Intermediaries line myself and I was told I shouldn’t be using it but that they would help me that one time. I can’t remember the exact reason, but I thought I was told it was only for Local Authority staff now…

Tracey D
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Welfare benefits advisor - Peterborough City Council

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I had fun today when trying to get info for my client about her tax credit overpayment/cohabitation decision.

I was told today the intermediaries line has only been for registered charities since June this year (the 3946 number)and I should not ring it any more as a LA member of staff. I should ring the LA number (ending 3944), so I rang that number only to be told it is only for queries relating to free school meals and HB/CTS and that I should just ring the normal public number!!!!

The person on the intermediaries line did take pity on me and gave me the info I needed, even though he had been told he shouldnt talk to LA staff. He also said the info I had been given about the LA line was wrong and that if that happens again I should ask to speak to a manager ....

I get told something different each time I call and I am finding it very frustrating.

J Bathie
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Family Finance Adviser, Money Advice Unit, Herts CC

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Thanks for those replies seand and TD - and yes that pretty much matches our experience.

We’ve previously used the intermediaries 46 number without problems. Now we are being routinely directed to the 44 “Local authorities priority number” and have had a “varied service” as outlined in my orignal post (helpfully posted by my colleague Emma when I was having access issues)

It seems there may be a problem with the routing of these calls due to the “can’t help unless it’s about HB or free school meal entitlement” occasional response as opposed to being put through to the standard helpline but “just a little bit quicker”.

We’ve had some replies from other members of the Benefits and Credits Consultation Group (BCCG) and the matter continues to be explored with HMRC.

If you have any comments to make regarding any difference in the level of service you and your colleagues may have noticed when using the LA priority line please do post below.

Thanks

Jo

jeanette
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Welfare rights - Newcastle City Council

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I use this number a few times a week and it really depends on who answers the phone. The 46 number often don’t ask if I am LA or Charity and therefore the call continues, but there are a few who do and they are adamant that LA staff ring the 44 number.  The staff on the 44 number seem bewildered by my questions and there is one man on the 44 number who absolutely refuses to speak to me as their job is to simply confirm tax credit entitlement for school dinners etc;  and he is quite sure that I don’t know what I am talking about!

In terms of the difference it makes the 46 number know what I am asking, can make changes there and then, can discuss the details of a case and establish what is missing, advise on the next steps, give out fax numbers, find their way around, and put notes on, the system. The 44 number tell me that they can not make changes as they do not have the same access or authority as the 46 number, they are generally willing to send off the information but this is no quicker than the usual helpline.

tony pickering
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Welfare rights officer - Derbyshire County Council, High Peak

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Just used the 3946 number and the person I spoke to wanted to direct me to the 3944 number as I am ‘council’.  I explained that there were problems with that number and, a little reluctantly, she agreed to help and took info to change current award to one based on this year’s income.

I have been using the 3946 number for years and used to find it surprisingly helpful (mostly) although I haven’t had cause to use it much lately.  We obviously need clarification.

Tony

Robbie Spence
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Independent benefits adviser and trainer

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Unfortunately, according to my call to Claire, supervisor in Cornwall, at 1pm today, there are no longer any direct lines for ‘intermediaries’ like CAB, welfare rights agencies, etc.

There is the Agent Dedicated Line on 0345 300 3943 (see https://www.gov.uk/government/organisations/hm-revenue-customs/contact/tax-credits-agent-priority-line) but it is only for Agents who are already on the HMRC system as accountants, financial advisers and the like – and who can provide a code number for SA/CT/PAYE etc on the “64-8” Authorising Your Agent HMRC form.

There is the Dedicated Line for Council HB depts and other gov agencies on 0345 300 3944. But is not for intermediaries either.

Nowadays advisers in CAB, welfare rights agencies, etc merely count as ‘intermediaries’ and have no choice but to go through the main 0345 300 3900 number. The ‘adviser line’ or ‘priority line’ on 0345 307 3277 has been discontinued.

I’ve posted this here to bring the thread up to date. Sorry to be the bearer of bad news. If anyone knows different please share any news.

LITRG
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Low Incomes Tax Reform Group

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Robbie Spence - 01 March 2017 01:16 PM

Unfortunately, according to my call to Claire, supervisor in Cornwall, at 1pm today, there are no longer any direct lines for ‘intermediaries’ like CAB, welfare rights agencies, etc.

There is the Agent Dedicated Line on 0345 300 3943 (see https://www.gov.uk/government/organisations/hm-revenue-customs/contact/tax-credits-agent-priority-line) but it is only for Agents who are already on the HMRC system as accountants, financial advisers and the like – and who can provide a code number for SA/CT/PAYE etc on the “64-8” Authorising Your Agent HMRC form.

There is the Dedicated Line for Council HB depts and other gov agencies on 0345 300 3944. But is not for intermediaries either.

Nowadays advisers in CAB, welfare rights agencies, etc merely count as ‘intermediaries’ and have no choice but to go through the main 0345 300 3900 number. The ‘adviser line’ or ‘priority line’ on 0345 307 3277 has been discontinued.

I’ve posted this here to bring the thread up to date. Sorry to be the bearer of bad news. If anyone knows different please share any news.

Hi Robbie

We haven’t received any notification of changes through the Benefits and Credits Consultation Group.

I wonder if you have the wrong number - I don’t recognise the one you posted - have you tried 0345 300 3946?

Victoria

Jon (CANY)
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Welfare benefits - Craven CAB, North Yorkshire

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We use the one ending 3946, but according to gov.uk there is apparently one ending 3943:

https://www.gov.uk/government/organisations/hm-revenue-customs/contact/tax-credits-agent-priority-line

edit: actually, I think that’s just for tax professionals, so ignore that one…

[ Edited: 1 Mar 2017 at 04:44 pm by Jon (CANY) ]
MaggieB
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Dorchester CAB

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I’ve called the number ending 3946 a couple of times this week, no problems

Liz S
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Welfare specialist and appeals officer - Herefordshire Council Welfare Rights Team

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We have been informed that as long we are deemed ‘welfare rights’ we can make enquiries via the 3946 number even though we are LA staff…..it does seem to depend on who you speak to though on the day