Changing address with HMRC / DWP with no recognised ID =(

General_query · 10 February at 6:57PM

Hello,

We moved address at the start of November and had informed a lot of the people we needed to of this change beforehand - and obviously some companies after the move.It was easy for me as I am in full time employment and have a full UK driving licence, credit card etc so was able to do a lot of it online after creating new Government account log-ins and DVLA etc etc to change my address.

However my partner who is not in employment, does not drive or have a passport or credit card has been through a nightmare as basically she does not exist.

She spent days and days trying to get through to HMRC to tell them about her change of address (our child benefit claim is her name as the mother), but when she finally got through one day around Christmas time and nearly an HOUR on the phone to someone sympathetic but claiming they couldn't make any change over the phone gave her an address to write to explaining her circumstances in a letter with an HMRC address to send it to. I sent it 1st Class Signed for on 8th January and after 4 fretful weeks of worry (Royal Mail tracker didn't show anyone had signed for it), and worried our Royal Mail redirect 3 month subscription would soon run it - it did on 31st January - she got two brown HM Revenue & Customs envelopes in the post today. Both are on letterheaded HM Revenues & Customs paper.

We were both kind of hoping they would say "thankyou for telling us you have moved, all is now sorted"….

….however the first one she opened - with Birmingham DRT, HM Revenue and Customs, BX9 1GX - in the top right, says:

5th February 2026

Dear xxx,

Further to your letter dated 7 January 2026, I am writing to confirm that your Child Benefit records reflect the address listed above. No correspondence will be issued to your previous address.

Please be aware that we are unable to update the details held in any other department, only in HMRC. This includes your National Insurance records or the details held by the Department of Work and Pensions. You will need to contact these directly to change the records they hold. (my emphasis).

Yours sincerely,

xxxxxxx

Debt Recovery

The second letter - with Pay As You Earn & Self Assessment, HM Revenue & Customs BX9 1AS - in the top right, says:

4th February 2026

Dear xxx,

Thank you for your letter dated 7 January 2026.

I can confirm that your new address has been noted on your record as requested.

Yours sincerely,

xxxxxxx

Assistant Officer

WHAT????

The woman on the phone said my girlfriend sending in the written letter of notification as she had no identification would be enough and her change of address would be changed, and we expected that to be done and dusted, end of.

Yet she got these 2 letters today which has greatly upset her and caused a great deal of stress, with the first letter saying she now has to contact someone else about National Insurance records and details held by the Department of Work and Pensions?

She explained all this on the phone before Christmas and was advised to write her letter and that her address would then be changed with HMRC as she has no ID to do this online.

And now these 2 letters, both confirming her new address has been registered - but only for her child benefit claim?

Are we missing something here? Don't they understand she has no ID.

How is she meant to update her National Insurance records, which from what I can tell are a part of HMRC anyway? How does she now go about getting her address changed for them?

And what about the Department of Works and Pensions?

She's back to square one and can't deal with this stress, all because of a change of address.

I'm not happy either so have posted on here for any suggestions / help /advice / links please?

Thank you in advance.

itsthelittlethings · 10 February at 7:26PM

Is she claiming benefits? Otherwise I don’t see why she needs to update her address with either.

sheramber · 10 February at 7:29PM

HMRC PAYE deal with income tax records

Child benefit deal with child benefit records

Contribution Agency deal with National I nsurance

Department of Work and Pensions deal with benefits and state pension.

All are separate departments who only deal with their own remits.

Write a letter to National Insurance Contributions Agency

And

The Department of Works and Pensions

Emmia · 11 February at 11:21AM

Does your girlfriend have the option of getting some ID? Like a provisional driving licence or a passport.

The world/life is increasingly needing this type of proof for all sorts of things - including voting, collecting parcels etc.,

born_again · 11 February at 12:05PM

https://www.gov.uk/apply-for-photo-id-voter-authority-certificate

General_query · 11 February at 1:11PM

https://forums.moneysavingexpert.com/discussion/comment/81879759#Comment_81879759

Hi, I looked into getting a provisional driving licence for her purely for ID as £34 for one that lasts 10 years is a good option, as it contains your name and address, and it's a foot on the ladder to 'existing'. Unfortunately having tried a demo sign-up, you still need a Government Gateway or similar log-in just to create one - and still needs a passport or driving licence as ID to sign up, and she doesn't have that ID!