Research: Understanding the experience of customers who need extra help when accessing tax support from voluntary and community sector organisations

Research with customers who need extra help to update our understanding of their experience of accessing support with their taxes through voluntary and community sector organisations, and HMRC.

Documents

Understanding the experience of customers who need extra help when accessing tax support from voluntary and community sector (VCS) organisations

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Annex A: Topic Guide

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MS Word Document, 103 KB

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Details

HM Revenue and Customs commissioned IFF Research to conduct qualitative research with customers who had accessed support with their taxes through a voluntary and community sector organisation in the last 6 months.

This research follows on from (previous research) [1] with this customer group (https://www.gov.uk/government/publications/understanding-customers-who-receive-support-through-voluntary-and-community-sector-organisations) commissioned by HMRC in 2019.

This follow on research aimed to update HMRC’s understanding of the situation of support following significant contextual change, such as the pandemic, and to provide insight into how HMRC’s services and relationships with voluntary and community sector organisations can continue to be improved so that customers are successfully supported.

IFF Research conducted 35 in-depth interviews between March and May 2022.

[1] Previous research conducted in 2019 can be found here: understanding customers who receive support through voluntary and community sector organisations.

Published 30 March 2023