The HMRC services dashboard for agents and taxpayers that we told you about recently, which was previously only available to agents when signed in to the Agent Online Forum, is now publicly available on GOV.UK following lobbying from this Institute and the other professional bodies to make this widely available. HMRC has also published a new iteration of its Where’s my reply? tool and is also requesting feedback from agents on print and post forms via a short survey.
Services dashboard
According to HMRC, the services dashboard “gives accurate and clear information on HMRC’s service performance and shows whether a service is operating within the service level agreement or if there’s a delayed service”. The information on the dashboard will be updated weekly. Agents and taxpayers can provide feedback using the links therein. The dashboard also contains a link to HMRC’s quarterly performance updates and monthly performance reports.
The current dashboard shows ongoing delays across various HMRC services, including self-assessment refunds, which this Institute recently raised with HMRC. According to the dashboard, HMRC is processing self-assessment refund requests received on 5 May 2022 and “aims to return to normal service of 15 working days by the end of October 2022. This date is an estimate and may change. We are sorry for the delay.”
As reported recently, the Institute regularly discusses HMRC service levels and performance at various HMRC forum meetings. Please therefore continue to share your feedback with leontia.doran@charteredaccountants.ie and also ensure you provide feedback via the links within the services dashboard and through the agent online forum, where appropriate.
Print and post forms – survey
HMRC is currently working on improvements to print and post forms. The team responsible for this has put together a brief survey for agents which should not take more than 10 minutes to complete.
HMRC would also be keen to speak to agents further about their experiences with print and post forms. If you would be prepared to contribute, please contact leontia.doran@charteredaccountants.ie.