Gov UK – Supporting customers who need extra help

A while back various people linked to an HMRC consultation which some us participated in. The results of that consultation are now out in full and summary form.

Page 6 discusses the definition of groups needing extra help (how very medical model, why not frame it as ‘more screwed over by systemic fail’?) including deaf/HOH and pleasingly people with mental health impairments who also struggle with phones.

Page 8 identifying that deaf people don’t always have access to telephony, textphones, textrelay or a third party who can act on their behalf (shame their lawyers don’t know this!)

Page 15 mentions deaf people and phone access. Acess to face to face appointments with communication support. Feasibility of alternative access to phone such as SMS or email.

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