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'Disappointment’ as accountants react to HMRC’s new service dashboard

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While the attempt at increased transparency has been welcomed, the AccountingWEB community remains unconvinced by the accuracy of HMRC’s fully released service dashboard.

5th Jul 2022
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HMRC’s service dashboard, a tool to help increase transparency in its dealings with customers, has finally been released to the wider public after a three-month trial at the start of the year.

However, as practitioners begin to get to grips with the new tool, the Any Answers community has reacted in a somewhat incredulous manner, with some remaining sceptical that the current updates truly reflect the reality that practitioners face.

Unconvincing start

When the dashboard was first released to a select number of practitioners back in January, the community response was a mixed bag of cautious optimism and irritation at the fact that the crux of the issue was not being addressed. 

“How HMRC can think that the dashboard is the answer to their prayers beggars belief,” wrote user Seadog, adding  that “the processing times revealed are a national disgrace". 

The AccountingWEB reader's sentiments were shared by other members of the forum, including agknight who argued that: “Organisations today spend a lot of effort skirting around a problem and inventing stuff to tell everyone what they are not doing about the actual problem.”

A ‘dashboard of disappointment’

With the dashboard now fully operational and open to all users, the community’s scepticism remained relatively unchanged as contributors got to grips with the new system.

Contributor Ivor Windybottom seemed less than impressed with HMRC’s new dashboard, arguing that the timings the department have cited do not represent the realities of practitioners, calling the tool a “dashboard of disappointment”.

Regular contributor Jason Croke agreed, writing that “the turnaround times are nowhere near what they are suggesting, even for the services that HMRC claim are operating within the normal 15/30 days threshold”.

Hugo Fair was equally unconvinced with the dashboard, noting that "it is a very 'select' set of services which [HMRC] has deigned to include on their list".

Increased transparency

On the other hand, when approached for comment, Association of Taxation Technicians (ATT) technical officer Helen Thornley believed that, while the dashboard doesn’t address some of the more systemic issues at HMRC, the increased transparency over delays is a welcome change. 

“We are pleased to see that HMRC has now rolled out their service dashboard, following a trial period which started in January. 

“While the dashboard does not solve the problems with processing delays that we know agents are experiencing, we hope that the information will at least allow agents to see where the problems are and put them in a better position to advise clients as to likely processing times.”

However, Thornely was also keen to note that the dashboard should only be seen as the start of more wide-ranging changes required to tackle the worsening delay issue. “We will continue to press HMRC for service improvements as we know from member feedback that the ongoing processing delays are causing a lot of problems for agents and their clients.”

Replies (11)

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By Hugo Fair
05th Jul 2022 17:32

".. we hope that the information will at least allow agents to see where the problems are and put them in a better position to advise clients as to likely processing times" is amongst this year's most optimistic summaries.

I know a chocolate teapot when I see it congealing next to my two-bar fire.

The incompleteness of the services listed is as nothing when compared to the inaccuracy of HMRC's 'indicative' and wide-ranging response times.

It's a bit like those 'we are currently running approx 2-3 hours behind schedule' notices that get written on whiteboards in hospital waiting rooms ... which confirm your worst fears but give you absolutely zero certainty on which you can plan what to do (feed the parking-meter, visit the toilet, buy a sandwich, take a walk away from the covid sources, or whatever).
So you remain stuck in an undefined queue ... only sure that if you do anything other than wait that it'll be your fault when you miss your 'slot'!

Trying to extract anything from HMRC generates exactly the same sense of 'pot luck' futility.

Thanks (8)
David Ross
By davidross
06th Jul 2022 10:07

How do I find the "Agent Service Dashboard" - is this yet ANOTHER login? I cannot find it within Agent Services or Government Gateway

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Replying to davidross:
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By Rgab1947
06th Jul 2022 10:29

Ditto

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Replying to Rgab1947:
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By Hugo Fair
06th Jul 2022 10:35

It would've been handy to include the link in the article - but here it is https://www.tax.service.gov.uk/guidance/HMRC-service-dashboard/HMRC-serv...

Note: It's not a 'part' of any Agent area as it's not specific to any Agent ... indeed it's not really a dashboard (just a painfully long-winded way of fighting through a list to be told vague & useless information about 'intentions')!

Thanks (3)
Replying to davidross:
By Silver Birch Accts
06th Jul 2022 13:59

I received an email from HMRC.

Thanks (1)
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By daz.coad
06th Jul 2022 10:32

Well done Ivor, 'The dashboard of disappointment' I am sure we all enjoy what comes out of a Wyndybottom.

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By indomitable
06th Jul 2022 11:34

Why oh why does anyone bother going on a trial with HMRC?

"When the dashboard was first released to a select number of practitioners back in January".

Why would anyone engage with HMRC until they FIRST sort out their myriad of problems.,

Another link to another page! Nothing integrated, I was not even aware of this.

Why didn't they add it to the agent account?
Why have we still got an agent account and an agent services account?

Once again a complete 'shambles'

Thanks (6)
Chris M
By mr. mischief
07th Jul 2022 20:18

Like Bozo Jo, I don't believe a word of what HMRC says about anything any more. I don't believe they act with integrity. I view them as slapdash, unprofessional rogues with the occasional good apple trying to make a difference.

I qualified in 1991 and it has been one almost continuous slide to the bottom in the last 31 years.

Thanks (3)
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By djbrown
08th Jul 2022 17:06

Option to tax notifications:

"We are currently processing requests received on 1 SEPTEMBER 2021."

I think this can safely be described as atrocious.

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By rockallj
18th Jul 2022 17:22

"We aim to" drivel by HMRC.

Where is HMRC online VAT registrations?
Still waiting.

Also, when can I change my agent details for VAT and PAYE like I could for CT & SA? Why is there a different system altogether for these two taxes under an organisation which has been unified since 2005?

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Chris M
By mr. mischief
30th Aug 2022 15:27

I use the HMRC inadequacies against them. Today I find they have totally messed up the processing of a client's loan pages and charged £25k too much corporation tax. Rather than ask him to go all round the houses, I have offered to:

1. Re-submit the corporation tax return with zero loan pages, which will lead to £30k less corporation tax being due than the correct return I originally submitted.

2. Write to HMRC explaining what has been done and why, and asking them to adjust the correct amount manually since their database has messed it up.

If every tax agent in the country did this sort of thing when the opportunity arose, I think that would wake up the dozy top brass a bit.

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