Understanding the starter and leaver process amongst small and medium-sized enterprise employers and employees
Qualitative research exploring customer experiences of the starter and leaver process amongst small and medium-sized enterprise (SME) employers and employees.
Documents
Details
During the process of starting and leaving employment, incorrect or delayed information can lead to employees paying the wrong amount of tax. This is a major source of customer contact to HM Revenue and Customs (HMRC), and a major pain point for many of HMRC’s customers.
HMRC commissioned Verian (formerly Kantar Public) to undertake this research to understand employers’ and employees’ experiences of the PAYE process. The research comprised 30 in-depth telephone or video interviews completed in September 2023. Of these, 20 were with employers in small and medium-sized enterprises (SMEs) who had recruited within the past 6 months. A further 10 were with individuals who had started or left employment in the past 6 months.
The report explores customer experiences throughout the PAYE process to inform HMRC’s approach to supporting customers through this process.