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HM Revenue & Customs is developing a "Tracker" system that will help taxpayers and agents to monitor turnaround times for post, claims, and the like.

The Tracker, which can be found on HMRC's website at Where's My Reply? allows the querist to select the nature of the communication with HMRC (claim a refund, order stationery, make a general enquiry, etc.), the method used (telephone, claim form, letter or visit to an Enquiry Centre, etc.) and the date the communication was made, whereupon an estimated date of reply is given.

Notably, simply processing a Self Assessment Return appears to be absent from the list. (Although perhaps for some it will come under the heading of 'making a claim').

All turnaround times seem to be in the region of 4-5 weeks - clearly from the indications so far, HMRC still subscribes to the notion that marking a letter "Repayment Due" or similar will result in a faster turnaround time, which is encouraging.

We have been asking for years, for HMRC to publish turnaround times on its website. This would allow taxpayers and agents to get a sense of when it is appropriate to start chasing up any correspondence. Of course, if turnaround times start to slide - and the Tracker is accurate - then this will become apparent and more easily monitored by agents than in the past. Perhaps agents would have preferred a more comprehensive summary page instead of being able to check individual categories of communication, as the Tracker is currently set up. But to be fair to HMRC, this will probably suit taxpayers better and is certainly a step in the right direction. 

For now, the Tracker will give an estimate for:

• making an Income Tax refund claim
• replying to a general Income Tax enquiry
• providing a copy of individual information, such as tax codes, or pay and tax details
• sending out HMRC forms or stationery

Also, specifically for agents, how long to:

• register as an agent to use HMRC Online Services
• process an application for authority to act on behalf of a client ("64-8")
• amend agent details

For further information, see the overview section - Where's My Reply?