SAM70070 | Manage work: customer service: Needs Enhanced Support service

Customers can receive extra support, if a health condition or personal circumstance, make it difficult to contact HMRC. For example:

• dyslexia, autism or cognitive difficulties

• reduced mobility or physical disabilities

• sensory disabilities, like a visual, hearing or speech impairment

• mental health conditions, like depression, stress or anxiety

• financial hardship – unable to afford essentials like food, bills or rent

• victim of domestic abuse, including economic abuse

• receiving treatment in hospital

They can access this, by asking an advisor when they contact a HMRC helpline, or use the webchat service.

When answering customer queries by either method, you should follow the relevant guidance located at:

https://csg.guidance.prod.dop.corp.hmrc.gov.uk/cms/process/viewer/?p=adv90114&lob=nes#