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HMRC internal manual

Tax Credits Manual

HM Revenue & Customs
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Notes - Standardised Messages (background): Standardised Messages (Introduction)

Standardised Messages have been introduced into Tax Credit Office (and HMRC as a whole) for the following reasons

  • to enable staff from any office to understand a universal message system and, if the message isn’t clear due to the complexity of the work task, to know which section in this guidance to access for an explanation of the message
  • to improve our service to our colleagues and our customers by being able to understand the work that’s been done on a claim through the effective use of Function MAINTAIN HOUSEHOLD NOTES
  • it will be far easier for staff as they can simply copy and paste the required message into the Household Notes screen
  • it will be a flexible system with staff being able to request additional messages to be added or amended, through appropriate the channels.