Understanding customers who receive support through voluntary and community sector organisations
Research to understand the support needs and experiences of customers who use these organisations for support with their tax affairs.
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HM Revenue and Customs commissioned research agency IFF Research to conduct research with customers who had used voluntary and community sector organisations for support with their tax affairs in the previous 6 months.
The research aimed to better understand those customers’ support needs and their experiences of receiving support.
Sixteen face-to-face and 29 phone interviews were conducted with customers between August and October 2019.
Since completing this research in early 2020, HMRC has used the findings to develop the support it provides to customers who might need extra help. This is set out in the supplementary update published with this report.