Form 17 response

Hi, I sent form 17 with support documents 11 months ago but still haven't heard anything back. Is this normal? I have tried the HMRC support lines chat/email/phone but they are not useful at all in this case. Is there any way to know the status or time estimates?

Hi,
Please see guidance:
Check when you can expect a reply from HMRC 
Thank you.

Thank you for your response but that guidance doesn't seem to provide expected timeframe for this requirement.