How to request and review a worker's HMRC details

When you take on a new worker who does not have a P45, or who has a student loan, your payroll team needs HMRC's Starter Checklist to apply the right tax code and student loan deductions. Until now that usually meant a paper form, chased by email and typed in again by hand.

The HMRC Details section on the worker's profile replaces the paper. You send the worker a request, they complete the HMRC Starter Checklist on their phone or laptop, and the answers come straight back to the profile. You see which HMRC statement (A, B or C) the worker falls under, what that means for their tax code, their student loan position, and a PDF in HMRC's own layout that payroll will recognise.

The request works the same way as the Medical Questionnaire, so if you have sent one of those before, this will feel familiar.

Before you begin

Any agency user can send the request. You do not need a special permission, and it is available on both AA Free and AA Pro. Care Hires admins can also send requests and view submissions.
It works for every worker. Off Panel workers and Care Hires workforce workers both have the HMRC Details section.
Check the worker's email address. The form is sent to the email address on the worker's profile. If that is wrong, the worker will not receive it.
Check the worker's name, date of birth and National Insurance number. These are filled in on the form for the worker from the profile, so getting them right first saves corrections later.
It does not affect profile completion. HMRC Details is not part of the setup tracker, and you can submit a profile to Care Hires without it.

Please note: Once the worker submits the form, it is final. Neither you nor the worker can reopen or resubmit it, so it is worth checking the profile details before you send the request.

Finding the HMRC Details section

Open the worker's profile.
Go to the Basic Info page.
Scroll to the bottom. HMRC Details is the last section, below Travel & Other Information.
Select HMRC Details to open it.

Understanding the three states

The HMRC Details section is always in one of three states. Each one asks something different of you, and the button you see changes with it.

Not requested. There is no HMRC Starter Checklist for this worker yet. The section shows the message "We do not have HMRC details recorded for this worker", and a Request to Complete button. Your job: send the request.
Pending. The request has been sent and the worker has not submitted yet. The section shows a Pending tag and a Resend Email button. Your job: give the worker time, then follow up if needed.
Submitted. The worker has completed and submitted the form. The section shows a Submitted tag, the worker's answers and a Download PDF button. Your job: review the answers, pass the PDF to payroll and update the profile if the worker corrected anything.

There is no approval step. The moment the worker submits, the HMRC Starter Checklist is live on the profile and the status moves straight to Submitted.

Sending the request

Open the HMRC Details section on the worker's Basic Info page.
Select Request to Complete.
You will see the message The email has been sent, and the status changes to Pending.

The worker receives an email headed "Complete your HMRC details" from Care Hires, with a Complete HMRC Details button that opens their form. They do not need to log in or download an app. The email tells them the form takes about five minutes and that the details you already hold have been filled in for them.

For a step by step guide to what the worker sees, share our article How to complete your HMRC Starter Checklist with them.

Whether the worker can correct their details

What the worker can do with the details filled in from the profile depends on the profile's status when they open the form.

Profile in Draft. You are still adding the worker and have not submitted the profile to Care Hires. The worker can correct their last name, first names, sex, date of birth and National Insurance number, for example to fix a spelling so it matches their passport.
Any other status. Those details are locked. The worker is told to contact you if anything is wrong, but they can still complete and submit the form.

Either way, the worker always types in their home address, postcode, country and employment start date themselves.

Tip: If you can, send the request while the profile is still in Draft. Official names are easy to misspell, and this way the worker can put them right on the form rather than waiting for you to update the profile.

Resending the email

If the worker says they have not received the request, or it has gone to their junk folder:

Open the HMRC Details section. The status should show Pending.
Select Resend Email.
You will see The email has been sent. The worker receives the same email again, with the same link.

After you resend, you need to wait 60 seconds before you can send it again. Resend Email is only available while the status is Pending. Once the worker has submitted, there is nothing to resend.

Reviewing a submitted HMRC Starter Checklist

When the worker submits, two things happen straight away:

You receive an email headed "HMRC details completed", with the worker's statement, the tax code guidance, their student loan outcome and the completed HMRC Starter Checklist attached as a PDF. A View HMRC Details button takes you to the profile.
The HMRC Details section updates to Submitted and shows everything the worker declared.

The worker also receives their own copy by email, so they have a record of what they declared.

The employee statement

At the top of the submitted section is the Employee statement. The worker does not pick this themselves: they answer up to three Yes or No questions about other jobs, pensions and certain benefits, and the form works out the statement using HMRC's own rules. Next to the statement is HMRC's guidance for payroll.

Statement	What it broadly means	HMRC guidance shown
Statement A	This is the worker's first job since 6 April, with no payments from another job or the listed benefits since then	Use the current personal allowance
Statement B	This is now the worker's only job, but since 6 April they have had another job or received the listed benefits	Use the current personal allowance on a Week 1/Month 1 basis
Statement C	The worker has another job or receives a State, workplace or private pension	Use tax code BR

Please note: The statement does not change the Tax Code field on the worker's profile. Payroll decides the tax code. If the profile needs updating, update it yourself, ideally before the worker's first payroll run.

Student loan

The Student loan field shows one of three outcomes:

No student loan. The worker said they do not have a student or postgraduate loan.
Student loan: no deductions needed. The worker has a loan, but one of HMRC's exceptions applies, for example they are still studying or are already repaying the Student Loans Company directly by Direct Debit.
The plan or plans selected. For example Plan 2, or a plan together with Postgraduate loan. A worker can choose only one of Plan 1, 2, 4 or 5, but can tick Postgraduate loan alongside it or on its own.

Details the worker corrected

If the worker corrected a detail that was filled in from the profile, you will see the banner "The worker corrected some details on the form" at the top of the section. Each corrected field is marked Corrected by worker, with the value your profile holds shown next to it, for example Profile: Amara.

The correction is saved on the HMRC Starter Checklist and the PDF only. It does not change the worker's profile. Check the correction against the worker's documents, and if it is right, update the profile yourself so the two match.

The same corrections are listed in your "HMRC details completed" email.

Downloading the PDF

Open the HMRC Details section on a submitted profile.
Select Download PDF.

The PDF is HMRC's own Starter Checklist layout with the worker's answers filled in. The Yes or No answers are ticked, the matching statement box is marked, and the declaration shows the worker's full name in capitals, the date they submitted and "Confirmed electronically" in the signature box. HMRC's page of guidance for employers is included at the end, as on the paper form.

The PDF uses the details exactly as the worker declared them, including any corrections. It is the same file that is attached to your email, and you can download it from the profile at any time.

How long the record is kept

The submitted HMRC Starter Checklist is saved exactly as the worker signed it. If you later edit the worker's profile, the submitted checklist does not change, and it is never overwritten or deleted. This supports HMRC's requirement for employers to keep the Starter Checklist for the current tax year and the next three.

Good habits worth adopting

Send the request as soon as you know you need it. Payroll needs the statement before the worker's first pay run, and a request sent on the worker's first day leaves little time.
Act on corrections straight away. A name that differs between the profile and HMRC's records can cause problems further down the line. Update the profile the day the correction comes in.
Pass the PDF to payroll, not just the statement. The PDF is the record HMRC expects you to keep, and it is the document your payroll team will recognise.
Follow up after a day or two. If a request is still Pending, check the worker has the email before you resend.

If something looks wrong

The worker has not received the email. Check the email address on their profile and ask them to look in their junk or spam folder. Then select Resend Email. If the email address was wrong, correct it on the profile first.

A detail filled in on the form is wrong and the worker cannot change it. The worker's profile has left Draft, so those details are locked. The worker can still submit. Update the profile with the right detail, and keep in mind the submitted HMRC Starter Checklist will show what was on the form at the time.

The worker made a mistake and has already submitted. Once submitted, the form cannot be reopened or sent again. If the worker's answers were wrong or their circumstances change, handle it outside the platform in the usual way. If you complete a paper Starter Checklist instead, upload it to the worker's Documents.

The worker cannot complete the form themselves. The declaration must be the worker's own, so you cannot fill in the form on their behalf. If they complete a paper copy, upload it to their Documents.

The worker opens their link again after submitting. They will see "You've already submitted your HMRC details", with none of their details shown. This is expected. Their copy is in the email they received when they submitted.

The statement does not look right for the worker. The statement comes directly from the worker's answers to HMRC's questions. Check the answers in the PDF with the worker before changing anything in payroll.

If something still does not look right, contact our Support Team.