1718CSTD03 Tax credits compliance interventions: customer experiences of High Risk Renewals 2017

1. The High Risk Renewals (HRR) compliance intervention is a process designed by HMRC to check customers' tax credits claims to ensure they are accurate. Following a number of recommendations, changes have been made to deliver an enhanced customer experience, including more proactive contact with customers, when needed. This medium sized qualitative research aims to evaluate customers' experiences of HRR and understand how customers felt about the interactions they had with HMRC. This research will provide evidence on the effectiveness of changes made to HRR and help to inform possible improvements to the HRR process in the future.

Additional information: This contract was let following a mini-competition with the BIS Research & Evaluation Framework, framework reference: CR150025BIS.