Research and analysis

Supporting customers who need extra help - a new approach

An additional consultation exercise to reach customers who may not have had the opportunity to respond to the formal Consultation.


Supporting customers who need extra help - a new approach

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email Please tell us what format you need. It will help us if you say what assistive technology you use.


HM Revenue and Customs (HMRC) is proposing to introduce a new service for customers who need extra help to get their tax and entitlements right.

Proposals for this new service were made public in a consultation which was released by HMRC on 14th March 2013 and ran until 24th May 2013. A summary of the responses to that consultation was published on 31 July 2013.

TNS BMRB was commissioned by HMRC to carry out an extension of this consultation via a public engagement exercise to reach those customers who may not have had the opportunity, or found it difficult, to respond via the formal consultation process. This exercise included targeted workshops and telephone interviews with members of the general public, including those who may be at increased need of enhanced support, and organisations which support or represent individuals with physical and/or mental disabilities.

Information from this piece of work, together with other research findings and a public consultation exercise have fed into the development of the new service model and overall evaluation of the pilot.

Published 12 February 2014