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“So much easier than filling in forms” - tax credit customers praise HMRC’s digital services

Press Release   •   Aug 11, 2017 11:27 BST

    More than one million tax credit customers completed their renewal using the new online tools ahead of the 31 July deadline for the first time, HM Revenue and Customs (HMRC) revealed today.

    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, 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. They must contact HMRC immediately – either online at GOV.UK or over the phone (0345 300 3900).

    Notes for Editors

    1. Help and information on tax credits renewals is available from: https://www.gov.uk/browse/benefits/tax-credits.

    2. Total number of renewals received this year:

        -  Digital: 1.008 million

        -  Phone: 698,000

        -  Post: 652,000

    3. The figures reported are provisional and may be subject to minor changes after verification.

    4. HMRC’s tax credit helpline (0345 300 3900) is open from 8am to 8pm Monday-Friday and 8am to 4pm Saturday. Closed Sunday.

    5. Follow HMRC Press Office on Twitter @HMRCpressoffice

    6. HMRC’s Flickr channel www.flickr.com/hmrcgovuk

Issued by HM Revenue & Customs Press Office

HM Revenue & Customs (HMRC) is the UK’s tax authority.

HMRC is responsible for making sure that the money is available to fund the UK’s public services and for helping families and individuals with targeted financial support.