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HMRC Dashboard of Disappointment

New HMRC summary of delays is available...

Didn't find your answer?

See the new dashboard here:

https://www.tax.service.gov.uk/guidance/HMRC-service-dashboard/HMRC-serv...

At present it looks like posting R40's is a rather futile exercise, if they are still working on last August's submissions.

Not sure I believe all the recent dates as my experience suggests greater delays exist, but at least this is what HMRC is officially saying.  No doubt they were forced to publish this by a Parliamentary Select Committee or similar.

Replies (14)

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VAT
By Jason Croke
30th Jun 2022 08:58

Agree that the turnaround times are no-where near what they are suggesting, even for the services that HMRC claim are operating within the normal 15/30 days threshold.....but it probably makes HMRC feel like they've met their brief and have communicated with their customers.

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By Geoff56
30th Jun 2022 09:31

I didn't see this before I just posted a question along similar lines, but specifically re corporation tax repayments.

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By bernard michael
30th Jun 2022 09:49

"We Aim" (but generally miss). Not sure it helps

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By ireallyshouldknowthisbut
30th Jun 2022 09:50

I am intrigued how the option to tax is going to be caught up from September 2021 (!) to 30 days by end of August.

Got one in the pile we have been waiting in for a while.....

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By Paul Crowley
30th Jun 2022 09:57

Did the complaint by the tax and chartered institute get read by someone that does something?

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By Duggimon
30th Jun 2022 10:11

The quarterly performance data is interesting. From my analysis of the call centre data, we should be calling the blind person helpline who manage to answer nearly 100% of calls compared with the 80-ish% answered by the main lines.

I love how low they can set the bar and still miss. When I worked in a call centre, first as front line then as a manager, we had a 30 second target for average speed of answer and as a manager, we were hammered if we couldn't meet it. HMRC's metric is "number of customers waiting more than 10 minutes" and that's still about 50% of people, it's absurd.

Their metric for post is even more ridiculous, "Customer post handled within 40 days of receipt"

40 whole days, that's the target. And they still failed it 25% of the time in Q4 of 2020/21. Forget the other site with "we aim..." - this is the real data and it's damning.

Have HMRC ever given you 40 days to reply to a letter in which they set a deadline? I've had multiple letters come through where, due to the system they have for posting letters, they don't arrive in my office until the deadline has passed.

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Replying to Duggimon:
By ireallyshouldknowthisbut
30th Jun 2022 10:31

And I assume that's 40 working days, or 8 weeks, so 2 months in 'real money'.

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By rmillaree
30th Jun 2022 13:46

Is it by accident that they ignored the cis reclaim unit - for limited company year end cis claims - one of the most frustrating hmrc units in the whole of hmrc (possibly only second to debt management)

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Replying to rmillaree:
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By Hugo Fair
30th Jun 2022 14:37

I did notice that it is a very 'select' set of services which they've deigned to include on their list ... that is to say, 'select' in the same way that a teacher tends to utilise a euphemism when describing little Jo at the PTA as one of their 'special' pupils.

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Replying to Hugo Fair:
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By Geoff56
01st Jul 2022 09:02

Or say that little Joe is really trying.

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By SteveHa
30th Jun 2022 16:40

My experience with two clients just attempting to have SATRs, submitted electronically, with nothing dodgy or ambiguous on them, for six months is that HMRC are not meeting their own deadlines.

Having said that, thank you for the link to the dashboard. Allowed me to call them out when they tried to add another 21 days.

Did you know that they reset the clock for each internal referral. I told them I don't care what their internal processes take, I work from the date our clients meet their obligation to HMRC.

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Replying to SteveHa:
By SteveHa
30th Jun 2022 16:42

Anyhoo - don't care for the next week or so. Off to see Iron Maiden in Cologne and the trip starts tomorrow :)

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RLI
By lionofludesch
01st Jul 2022 22:22

In fairness, my SA return was done and dusted in 7 working days. Repayment on its way, apparently, I'll let you know when it arrives.

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Replying to lionofludesch:
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By lionofludesch
04th Jul 2022 16:01

lionofludesch wrote:

In fairness, my SA return was done and dusted in 7 working days. Repayment on its way, apparently, I'll let you know when it arrives.

The money arrived this morning, so eight working days since I submitted the return.

Yes - I am amazed. But fair play to them - on this occasion, they did well.

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