Accessibility Information and Specialist Services

At HM Revenue & Customs (HMRC) we recognise the importance of making our services and products available to all our customers, ensuring that those with specialist needs can conduct their business with us without difficulty.

We provide:

Wheelchair access to our Enquiry Centres

We offer wheelchair access in our Enquiry Centres where possible. In those buildings where we are unable to offer this facility, we will give you the opportunity to discuss your query in another HMRC building, or we will visit you at home. It may well be that your query could be answered by letter or telephone. You may wish to call our helplines to discuss your query first.

Help for customers who do not have English as their first language

We offer a free language interpretation service to customers who do not have English as a first language. You can use this service when you telephone us or when you come in to see us.

We also have the following Help Sheets in various languages:

Help for customers who need information in alternative formats

We can usually provide written documents such as forms, leaflets or any other information in the following formats:

  • braille – telephone 0845 366 7887
  • Large print
  • CD
  • Floppy disk
  • Audio Tape

Our Enquiry Centres have lighted magnifiers to help you read our forms.

Please discuss your requirements with the customer adviser you speak to.

Help for customers who need assistance to complete forms or returns

We will fill in forms and returns for customers who are unable to do so personally and have a particular need for assistance. If you require this service contact us by telephone in the first instance.

Help for customers who suffer from a hearing loss

You can talk to one of our helpline advisers in our Contact Centres using Typetalk or text-phones.
Within our Enquiry Centres we have Induction Loops which improve sound quality for customers who have hearing aids with a 'T' setting. We also have Crystal Listening Devices which some customers may prefer to use.

For more personal and detailed discussions we are able to arrange, with prior notice, a British Sign Language Interpreter. To discuss your needs ring any of our helplines using Typetalk or text-phones.

Home visits – under certain circumstances

We understand that some customers may not be able to visit an Enquiry Centre because the building is inaccessible for them or because circumstances prevent them from attending. We will visit you in your own home if your enquiry cannot be dealt with by letter or telephone if you are:

Elderly and infirm

  • Pension age customers whose infirmities make it hard for them to travel.

Disabled

  • Those who have a disability that prevents attendance at one of our Enquiry Centres.

Recently bereaved

  • Customers with a close family member who has died within the last twelve months.

Have caring responsibilities

  • The customer has responsibilities, involving dependants and children where constant care is required and alternatives for caring support from relatives, friends or local services are not available.