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"So much easier than
filling in forms" - Tax Credit customers praise HMRC's digital services
MORE than 1 million Tax Credit
customers completed their renewal using the new online tools ahead of the 31
July 2017 deadline, for the 1st time, HM Revenue and Customs (HMRC) revealed.
Proving increasingly popular with its handy tips and helpful advice, the
department's online services handled 43% of all renewals by supporting 170,000
customers through the process via webchat, and saw more than 35,000 customers
choose to submit their return through the new Tax Credit renewals app. Here's
what other Tax Credit renewal customers had to say:-
► "I have never used this before and found
it very easy. Great way to renew."
► "It's less stress for everyone, especially when you have children at home."
► "This service is quick, efficient and effective! Well done HMRC."
The services are so intuitive they even helped bring down demand on the phone
lines by around 20% in the run up to deadline day, with only 180,000
renewal related calls received in the last week of July 2017, compared to 222,000 the
previous year.
A new trial SMS service, messaging customers to reassure them their renewal had
been received and was being progressed, also proved to be a success, with 85% of
recipients saying it gave them reassurance their renewal was being handled and
stopped them calling the Helplines.
Angela MacDonald, HMRC's Director General for Customers Services, said:-
"It's fantastic to see how many enthusiastic and positive responses our online
Tax Credit renewal services have received. We know renewing can be a chore and
no two lives are the same, that's why we're dedicated to transforming HMRC into
an organisation fit for the future, by developing new ways for our customers to
do this that suit them and their lifestyles."
Anyone who has not renewed will have their payments stopped and may have to pay
back any payments they've received since April 2017. They must contact HMRC
immediately, either online at:-
GOV.UK or over the phone:- 0345 300 3900.
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