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HMRC internal manual

Inheritance Tax Manual

Communications: Customer service standards: customer service benefits of efficient handling of work

You should always try to keep the customer aware of both the current position and the next stages. Often it is clear that they are, but you should always take positive action, rather than just filing the correspondence or referring the case to another person or team. For example, when you acknowledge a letter, if you say what action you are taking (such as referring to the District Valuer (IHTM23002)) and tell the customer what we next need from them (such as, final figures) you are likely to stop a future enquiry from them and/or avoid the need to take some reminding action yourself. Keeping the customer up to date in this way helps the efficient and effective handling of our work and is good customer service.