Guidance

Voluntary and Community Sector organisations: Extra Support service

Updated 29 June 2020

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This publication is available at https://www.gov.uk/government/publications/voluntary-and-community-sector-organisations-needs-extra-support-service/voluntary-and-community-sector-organisations-needs-extra-support-service

Voluntary and Community Sector (VCS) organisations help HMRC reach customers who have additional needs by telling their clients about the Extra Support service.

HMRC will help your VCS organisation to support your clients by:

  • giving you quicker access to services on their behalf including face to face, telephone and online advice
  • telling you about products and services that will help your clients understand their entitlements and tax responsibilities
  • making it easier for you and your clients to get help

Who can use the service

You can apply to use the Extra Support service if your VCS organisation is a:

  • registered charity
  • voluntary and community organisation
  • social enterprise
  • mutual
  • co-operative

Your VCS organisation must also meet all of the following criteria:

  • cover at least 1 of the nations of:
    • England
    • Northern Ireland
    • Scotland
    • Wales
  • have a high proportion of clients who need extra help accessing HMRC services due to one or more of the following:
    • illness
    • disability
    • lack of confidence
    • learning difficulties
    • memory problems
    • language skills
    • mental health issues, including distress through bereavement
  • be able to refer a high proportion of clients who need extra help to the service every year
  • have facilities for your clients to contact you, for example, by email, telephone or face to face

You cannot apply to join the service:

  • if any aspect of your organisation may be party-political in intention, use, or presentation
  • to support or promote religious activity

Apply to use the service

You can apply to use the service by requesting an application form by email: stakeholder.nes@hmrc.gsi.gov.uk

Most applications are dealt with within 4 weeks.

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