HMRC sets up new taskforce to deal with old post

HMRC is trialling a taskforce to process post over 12 months old. The team aims to reduce the number of very old outstanding cases significantly over the next few months.

The professional bodies have long been pressing HMRC on its unacceptable service performance including long helpline waiting times and delays in handling written correspondence.

HMRC has provided the following information to the professional bodies on how the process will work.

The core purpose of the AAM team – to help agents resolve issues – will remain. However the team will now also be responsible for resolving post over 12 months old where HMRC has not responded.  

Agents should use the agents' issue resolution service online form to escalate items of post over 12 months old that they believe still requires a response. HMRC asks that before entering other data agents complete the ‘reason’ box showing...