Extra support needs of HMRC customers

This study seeks to understand the extra support needs of HMRC customers when interacting with HMRC.

About the study

HM Revenue and Customs (HMRC) are responsible for collecting tax and helping families and individuals with targeted financial support (e.g. Child Benefit.) HMRC want to learn more about the types of support people might need. This includes using both online and offline services. HMRC have therefore commissioned the National Centre for Social Research (NatCen), an independent research organisation, to carry out research on this topic. The findings from the research will inform the design of HMRC’s support services.

Who is carrying out the research?

NatCen is the UK’s largest independent social research agency. For 50 years, we have been working with charities and government to find out what people really think about the big issues. NatCen is independent of all government departments and political parties.

NatCen will conduct and analyse this research and write a report outlining the findings for HMRC.

Why have I been contacted?

You have been asked to take part as our specialist recruitment partner, Criteria, have identified you as someone who may be eligible to take part in this research.

To be eligible to take part, you must have either received extra support when dealing with HMRC in the past year or have a tax-related issue that remains unresolved. This could have been when trying to understand your tax code, completing a Self-Assessment tax return, or making a claim for a tax-related benefit. Any extra support may have come from an HMRC Extra Support Team, a voluntary or community organisation, or from a friend or family member.

What will taking part involve?

If you choose to take part, you'll be invited to an interview with a NatCen researcher at a time that works best for you between November and December 2025. The interview will last up to 60 minutes and can be done over the phone, through a video call on Microsoft Teams, or in-person, depending on what you prefer.

During the discussion, you will be asked to share your views on the following topics:

  • Your experiences of interacting with HMRC and managing your taxes.
  • Your experiences of using online and offline HMRC services.
  • Types of support that HMRC could offer to make interacting with them easier.

Ahead of your interview, it may be helpful to think about times when you have interacted with HMRC.

There are no right or wrong answers. We are just interested in hearing about your experiences.

Everything you say will be kept confidential and anonymous. Only NatCen will know you have taken part. We will not tell HMRC or anyone else what you have personally said, and taking part (or not taking part) will not affect your relationship with HMRC now or in the future.

At the start of the interview, we will ask your permission to audio record the discussion, so we have an accurate record of what was said. We will store your information securely and your details will not be shared with anyone else outside the research team or with HMRC.

Reports and publications will not identify any individuals.

For more information on how your data will be used, see our privacy notice.

Taking part in an interview will not affect your relationship with HMRC in any way.

Why take part?

Your feedback is important. Sharing your views will help HMRC to better understand customers’ experiences of their services. It will help inform the types of support they offer now and in the future to making managing taxes easier.

As a thank you for taking part, you will receive a £40 Love2Shop voucher.

Do I have to take part?

You do not have to take part if you do not want to, and you can change your mind at any time. Whether you decide to participate or not will have no impact on your relationship with HMRC. If you do choose to take part, you do not have to answer any questions that you do not want to, and you can stop the interview at any point.

Can I have special arrangements?

Yes. When Criteria contact you to schedule the interview, they will ask if you need special arrangements. This includes, for example, if you want to take regular breaks, see a list of the topics to be discussed beforehand, have someone with you during the interview or to use live closed captioning (i.e. subtitles) to help you follow the discussion.

Our researchers will be aware of your requirements beforehand. However, we will also ask you at the start of the interview whether there is anything else you need. If there is anything else we can do to help you participate, please let us know as soon as possible.

How do I know this research is genuine?

You can check the authenticity of this research by contacting HMRC here.

You can find out more about HMRC’s research programme here.

You can also contact NatCen’s research team to ask any questions about the study.

Contact us

If you have any further questions or would like to discuss the research, please contact us on ESNstudy@natcen.ac.uk. If you wish to contact HMRC about this study, please email customerresearchteam@hmrc.gov.uk with the subject heading ‘Extra support needs research’.