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HMRC internal manual

Self Assessment Manual

Manage work: customer service: Needs Enhanced Support service

From June 2014, the departments network of Enquiry Centres was replaced by a new service for customers who need extra help with their taxes, tax credits and Child benefit entitlements.

Customers will be able to access the Needs Enhanced Support service through HMRC’s existing phone lines. The new service will offer these customers support either by phone or at an appointment at a place and time convenient to them.

Guidance for staff is available on the (This content has been withheld because of exemptions in the Freedom of Information Act 2000)