Research and analysis

Tax credits compliance interventions: customer experiences of High Risk Renewals

Research exploring the impact of changes to the High Risk Renewals process in 2017.

• From: HM Revenue & Customs
• Published: 28 August 2019

Documents

Tax credits compliance interventions: customer experiences of High Risk Renewals

Ref: HMRC Research Report 548

PDF, 1.04 MB, 30 pages

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Details

Following changes to the High Risk Renewals (HRR) process in 2017, HM Revenue and Customs (HMRC) commissioned this research to understand the impact of these changes on customers and to determine whether or not customers’ experiences of HRR had improved in 2017, in comparison with previous years.

Kantar Public conducted semi-structured interviews with 45 tax credits customers who had been through HRR 2017 to discuss customers’ views on HMRC, tax credits, their experiences during HRR in 2017 and, where applicable, how these compared to past experiences.

Published 28 August 2019