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The research focused on understanding customer needs during the transfer of their tax credit overpayment debt.
The objectives of the study were to:
explore customers’ awareness of the overpayment debts they have and how they feel about them
understand how customers are likely to react when they are informed about the transfer of their debt and what information and communications are needed to make this experience as positive as possible
explore reactions to joint tax credits debt being jointly split and are being asked to repay old debts which they had not previously known about; and
highlight the optimum design for the debt summary statement and the notice to pay that provides customers with the level and type of information they need and through the most desirable channel
This report contains findings from 30 depth interviews with tax credits customers and 10 interviews with support organisations.