Supporting Customers Who Need Extra Help – a new approach

Published on 24 May 2013

The LITRG welcomes HMRC proposals to introduce a better system for those who need enhanced support but are disappointed that the deadline for responses to this consultation is so close to the start of the pilot closure of Enquiry Centres in the North East of England. Our response urges HMRC to offer a tailored service to vulnerable people rather than a ‘one size fits all’ approach.

Working closely with Voluntary and Community Sector (VCS) organisations is paramount in the wake of Enquiry Centre closures. Enquiries and cases that would normally have been dealt with at the Centres will be shouldered by the voluntary sector, putting pressure on already stretched resources. The additional administrative and monetary burden placed upon these organisations must be addressed by HMRC.

Furthermore, those who are digitally excluded need to be considered when developing this model, otherwise there is a risk that those individuals may – albeit unintentionally – become non-compliant as a result of the Government’s drive towards ‘digital by default’ services. HMRC staff need to be properly trained and equipped with specialist skills to identify those who need extra help and ensure that, where it is needed, access to face-to-face support is retained.

Finally, a full evaluation of the pilot’s results is necessary before any long term decisions are agreed and put in place. We urge HMRC to work together with taxpayers and VCS organisations to achieve a solution that benefits all concerned.

Follow the link below to read LITRG's response.

PDF icon 130411_LITRG_Response_Tax_Management_FINAL.pdfLITRG response


Contact: Victoria Todd (please use form at