Customer needs when transferring tax credits debt to universal credit

Document type
Report
Author(s)
Hall, Suzanne; Leary, Katrina; Thompson, Ellie
Publisher
HMRC
Date of publication
1 September 2015
Subject(s)
Poverty Alleviation Welfare Benefits and Financial Inclusion
Collection
Social welfare
Material type
Reports

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This research was conducted by Ipsos MORI on behalf of HM Revenue & Customs (HMRC) to understand what information current and former tax credits customers with overpayments debt need about these debts being transferred to the Universal Credit system. The objectives of the study were to:

  • Explore customers’ awareness of the overpayment debts they have and how they feel about them.
  • Understand how customers are likely to react when they are informed about the transfer of their debt and what information and communications are needed to make this experience as positive as possible.
  • Explore reactions to joint tax credits debt being jointly split and are being asked to repay old debts which they had not previously known about.
  • Highlight the optimum design for the debt summary statement and the notice to pay that provides customers with the level and type of information they need and through the most desirable channel.

This report contains findings from 30 depth interviews with tax credits customers and 10 interviews with support organisations.

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