In Agent Update 134, HMRC explains that the service can now be accessed through HMRC’s Where’s my reply tool. The new form is also available from the Contacting HMRC - Check progress and service levels tab in the HMRC agents handbook. The email address that was available is no longer in use. 

HMRC says that using the tool will ensure that the queries submitted are within the scope of the service. ICAEW set out the conditions for using the service, and how HMRC can be expected to respond, in an earlier article.  

To help HMRC resolve queries within the set timeframe, HMRC asks that agents:  

• provide all relevant information and documentation to HMRC;
• provide a phone number that accepts withheld numbers;
• respond promptly if HMRC’s asks for clarification or for more information;
• do not chase a query before 20 working days have passed; and
• do not use the service to chase repayments or postal delays, or to ask queries relating to Making Tax Digital for income tax.  

HMRC says that it will continue to review and improve the service to make sure it meets agents’ needs.