We know dealing with a registered trust can feel daunting. This short guide explains when a phone call is the quickest way to get clear information, and when online work on the Trust Registration Service will save you time.
Only the lead trustee named on TRS can claim and manage a registered trust. HMRC’s registration letter shows the URN (or UTR if the trust is taxable) that identifies the trust in correspondence. Keep that reference to hand before you make any contact.
We will set realistic expectations about what the service can and cannot do by phone. That helps you avoid long waits and wasted time. We’ll also show what you can complete online, and what needs a quick call instead.
For deeper reading on related deadlines and reliefs, see our guide on hold-over relief time limits.
Key Takeaways
- Only the lead trustee on TRS can manage a registered trust.
- Keep your URN or UTR ready before you make contact.
- Phone calls suit urgent problems; many tasks are possible online.
- We explain what HMRC can do on the phone so you don’t queue unnecessarily.
- Prepare documents and ID to pass security checks smoothly.
What the HMRC Trust Helpline helps with
We break incoming queries into three clear areas so you know what to expect. Callers commonly need step‑by‑step help with the trust registration service, support when they cannot access online services, or answers about how registration links to tax and returns.
Trust Registration Service support and general guidance
How to register, maintain or close a record is covered. We explain whether you should update the register, make an annual declaration, or submit a tax return.
Problems accessing online services and Government Gateway
Most calls about access involve Government Gateway organisation accounts, missing security codes or failed identity checks. If you cannot log in or do not receive a code, calling is useful.
Queries about tax, self assessment and tax returns
We can confirm process guidance but not give complex tax planning. Simple examples help: a family arrangement holding property may need a declaration and, sometimes, a separate tax return for income or capital gains.
| Issue | Usual cause | What the service can confirm | When to seek advice |
|---|---|---|---|
| Cannot log in | Missing code or organisation account | Reset steps and account type | Account recovery specialist |
| Unsure about updates | Change to beneficiaries or assets | Whether a register update is needed | Complex tax treatment |
| Tax filing questions | Income or gains arise | Filing routes and deadlines | Detailed tax advice |
When to call the hmrc trust helpline
We recommend phoning for specific, time‑sensitive problems that online forms cannot fix. A quick call often saves repeated logins and stress.
After your record is registered but you cannot claim it
If a record shows as trust registered yet you cannot claim it online, call to confirm the lead contact and unlock access. This avoids delays when you need to manage details.
When you need to update details within the 90‑day window
Details must be updated on TRS within 90 days of any change. Missed updates create a scramble later, especially when you must make a declaration.
To change the telephone number for security codes
Two‑factor codes go to the registered telephone number. To change that number, call TRS on 0300 123 1072. Without the right number you may be locked out.
When closing and confirming the correct date
For deregistration, use the date assets were fully distributed — for example, the date a property was transferred or funds paid out. Call if you are unsure which date to use.
If paperwork is scattered, gather URN/UTR and trustee details before you contact the service. For agent guidance on registering, see our note on registering a trust as an agent.
Information to have ready before you contact HMRC
Before you call, gather a few key items so the conversation is quick and productive. We set this out as a short checklist to avoid a call ending with a request to ring back.
Trust reference numbers: URN or UTR and why they matter
The post‑registration letter contains a URN (15 letters/numbers, e.g. ABTRUST12345678) or a UTR (10 digits, e.g. 1234567890). Keep that letter safe. HMRC will often ask for the reference number straight away.
Lead trustee details
Have the lead trustee’s full name, date of birth and national insurance number ready. These details are used for security checks and must match the register exactly.
Contact and associated person checks
Confirm the trust’s email address and telephone number. You may also be asked about a trustee, settlor or beneficiary. Spell names exactly as on TRS.
- Write details exactly as recorded (spelling, middle names, format).
- Share the post‑registration letter with your solicitor to avoid delays.
- If an agent is acting, know who is authorised and who is the recorded lead trustee.
For formal guidance, see our page to ask HMRC for information about a.
| Item | Example | Why it matters |
|---|---|---|
| URN / UTR | ABTRUST12345678 / 1234567890 | Identifies the record and speeds verification |
| Lead trustee full name | Jane Mary Smith | Used for security checks |
| Date of birth | 01/02/1958 | Confirms identity |
| National Insurance number | AB123456C | Needed for some checks |
| Telephone & email | 07700 900123 / jane@example.com | Receives access codes and updates |
Who should contact HMRC about a trust
Before ringing, decide who will answer security questions and present the right identity details.
The lead trustee is the named TRS contact and is usually the person HMRC will deal with. We advise the lead trustee to make the claim or to be present while others call.
The lead trustee as the named TRS contact
We will say it plainly: the lead trustee must confirm identity. This keeps calls short and avoids extra checks.
When an agent manages the register for trustees
An agent, such as a solicitor, can manage the online record once authorised. Even so, HMRC will often ask the lead trustee to verify key information.
“Agree who will call and have the lead trustee there if possible — it saves time and stress.”
- Agree who will phone and when.
- Have the lead trustee’s details ready for verification.
- Let your agent know what information trustees must still provide.
| Role | Who speaks | Why |
|---|---|---|
| Lead trustee | Lead trustee | Primary verification and online claim |
| Family helper | Lead trustee present | Supports admin but cannot replace verification |
| Agent | Authorised representative | Manages the register with trustee consent |
Practical guidance: agree in advance who will call and keep the lead trustee nearby. We know this can feel personal. Our aim is to make the process easier.
Using TRS online instead of calling
We recommend using the online service as the default option. Many tasks on the trust register are faster to complete online than by phone. That reduces waiting times and gives a clear record of what you submitted.
How to start: go to GOV.UK and search for “Manage your trust’s details”. You should see a page summary and a Start now button. Click that to begin the online services flow.
Claiming a record with Government Gateway
Create Government Gateway sign‑in details and choose an Organisation account. You will get a 12‑digit Gateway ID and an email code that expires after 30 minutes. Keep the Gateway ID safe: losing it causes avoidable delays.
Access codes, lockouts and keeping login details safe
Security codes are usually sent by text or telephone number. If the email or text does not arrive, check junk mail and try again quickly. Repeated incorrect security answers can trigger a 30‑minute lockout, so answer carefully.
Where to enter your reference
Have your URN or UTR letter to hand before you reach the box that asks for the reference. Entering the correct numbers first time avoids being paused mid‑process.
If you prefer guided help, we also explain how to register a trust online and complete the claim securely.
Keeping your trust details up to date to avoid issues
Small updates can have big consequences if they are not recorded on the register within 90 days. We explain what counts as a reportable change and how to make it in the trust registration service.
What counts as a change
Common reportable changes
Simple items are often reportable: a new trustee, a change of address, a different telephone number, or an amended date of birth.
These updates affect future security checks and any declaration you submit on the trust register.
How to make changes and declare
Once logged in, choose “Make changes to the Trust and declare”. Update the fields and submit a declaration to confirm accuracy.
Submit within 90 days of the change to avoid problems at assessment or when you next use the service.
Why matching details matter
Security answers are checked against the register. Even small mismatches — a missing middle name or an altered date — can cause failed checks and lockouts.
Practical tip: keep a single, agreed record of full name, national insurance number and dates so everyone gives consistent information.
| Change | Example | Why update |
|---|---|---|
| Contact details | New phone or email | Receives security codes and notifications |
| Personnel | New trustee name | Keeps verification questions accurate |
| Key dates | Change of birth date or distribution date | Affects declarations and assessment periods |
Trust tax responsibilities that often trigger calls
Many calls come from trustees worried about deadlines and what tax steps they must take next. These queries usually relate to annual declarations, Self Assessment returns and possible penalties.
Annual declaration deadline and what happens if you miss it
An annual declaration must be submitted by 31 January where required. Missing this date can create extra work and stress when you later update or close the record.
Late or missing declarations can delay assessments and complicate finalising distributions. Good record‑keeping prevents last‑minute calls.
Self Assessment: Trust and Estate Tax Return (SA900)
If the trust has taxable income or capital gains from property or investments, trustees may need to file the Self Assessment Trust and Estate Tax Return (SA900) via GOV.UK.
This return is separate from updating the register. You may need to do both in the same tax year.
Understanding potential penalties for deliberate non-compliance
Deliberate failure to keep records or update the register can lead to a penalty up to £5,000. That risk is why accuracy matters.
| Issue | When it applies | Likely action | Practical tip |
|---|---|---|---|
| Annual declaration | By 31 January | Submit declaration online | Mark the date in your diary |
| SA900 return | Income or capital gains arise | File Self Assessment return | Check if property or investments produced gains |
| Deliberate non‑compliance | Records not kept or not updated | Penalty up to £5,000 | Seek professional advice in complex cases |
Our advice: keep clear records, meet key dates and get professional help for unusual cases. That reduces calls and the risk of penalties.
Conclusion
A simple rule: use the TRS online for routine updates, and call when you are blocked by access or need to confirm a time-sensitive closure date.
Keep the URN/UTR letter and the reference number where you can find them. Lock your Government Gateway details and note the telephone number for code changes: 0300 123 1072.
Update any changes within 90 days to avoid failed security checks and lockouts. The lead trustee should lead contact and, where an agent helps, trustees must still be ready to verify details such as national insurance and dates.
Watch tax triggers like Self Assessment and the SA900 and meet deadlines to reduce penalty risk. We are here to give calm, practical guidance so your arrangements keep protecting the people they were set up for.