SAM70070 - Manage work: customer service: Needs Enhanced Support service
Customers can receive extra support, if a health condition or personal circumstance, make it difficult to contact HMRC. For example:
- dyslexia, autism or cognitive difficulties
- reduced mobility or physical disabilities
- sensory disabilities, like a visual, hearing or speech impairment
- mental health conditions, like depression, stress or anxiety
- financial hardship – unable to afford essentials like food, bills or rent
- victim of domestic abuse, including economic abuse
- receiving treatment in hospital
They can access this, by asking an advisor when they contact a HMRC helpline, or use the webchat service.
When answering customer queries by either method, you should follow the relevant guidance located at:
https://csg.guidance.prod.dop.corp.hmrc.gov.uk/cms/process/viewer/?p=adv90114&lob=nes#