SolvedTCM0036040 | Changes - customer: Address - change (AG)
From HM Revenue & Customs · Tax Credits Manual
To deal with a change of address, consider steps 1 to 17.
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian / Data Security Team for advice.
Step 1
Before making any changes, use Function ‘View Linked Work Items’ to check if there are any Unprocessed Change of Circumstances work list items shown.
If there are no Unprocessed Change of Circumstances work list items shown
check if the change can be made. Follow the guidance in TCM0042260
then, if the change can be madego to Step 2.
If there is an Unprocessed Change of Circumstances work list item shown
Note: If the Unprocessed Change of Circumstances work list item is the same as the change you have been notified of, delete the work list item.make a note of the change you have been notified of
follow the guidance in TCM0054060 at step 1 for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list
then, if you can action the changesfollow the rest of the guidance in TCM0054060 for the work list item only
return to this guidance to action the change you have been notified of
Note: If you need to contact the customer for any missing information, make a note of all the information you need for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work listgo to Step 2.
Step 2
Check that the customer has supplied all the following relevant information
address
house name or number
postcode
new phone number, if applicable.
Note: If the customer has previously been part of a joint claim and is now a single customer or intends to make a single claim, personal information from up to the date of the end of the joint claim will be issued to both customers during the renewal period.
If the customer has indicated in the correspondence that this may put them at risk of domestic violence
set the ‘Manual Correspondence’ marker, for how to do this follow the guidance in TCM1000063
action the household breakdown, if applicable. For how to do this, follow the guidance in TCM0036100
set the retained domestic violence household note. For how to do this use TCM0154040
Note: You should only amend the address for both customers if you have confirmation that the change relates to both customersIf it is a joint claim, does the change relate to both customers?
yes (and you have all the above information), go to Step 4.
yes (but you do not have all the above information), go to Step 3.
no (and the change of address is due to a household breakdown), follow the guidance in TCM0258060.
not clear if the change is for both customers, go to Step 3.
If the change of address is to an address outside the United Kingdom (UK), follow the guidance in TCM0048060.
Note: The Isle of Man and the Channel Islands are not part of the UK or European Union (EU).
Step 3
Obtain the missing information. Follow the guidance in TCM0184200 (post award / Annual Declaration) or TCM0184220 (pre-award).
Step 4
Use Function ‘Amend Application’ choosing the ‘Correction’ option.
Step 5
If the customer is a ‘potential match’, you will not be able to correct the address because the ‘Address’ button will be disabled.
refer the details to the Applicant Not Matched Team on the Pre-Award cluster
thengo to Step 17.
Step 6
On the ‘Applicant Details’ screen
select ‘Address’. You will be taken to the ‘Address Change’ screen
enter the Postcode and House Identifier
select ‘Quick’.
If the Address Wizard finds at least one match. You will be taken to the ‘Select Address’ screen, go to Step 8.
If the message ‘There are no matching addresses’ displays, select ‘OK’ and then go to Step 7.
If the message ‘There are more than 25 matching addresses’ displays, select ‘OK’. You will be taken to the ‘Select Address’ screen, go to Step 8.
Step 7
On the ‘Address Change’ screen
enter the full address in the ‘Address’ field
enter the postcode in the ‘Postcode’ field
select ‘Advanced’
If the message ‘There are no matching addresses’ displays
select ‘OK’
check the address is correctly entered
select ‘OK’ to accept the address
thengo to Step 9.
If the Address Wizard finds at least one match. You will be taken to the ‘Select Address’ screen, go to Step 8.
If the message ‘There are more than 25 matching addresses’ displays, select ‘OK’. You will be taken to the ‘Select Address’ screen, go to Step 8.
Step 8
On the ‘Select Address’ screen, if the correct address
displays
select the correct address. The address will populate in the ‘Address Details’
Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.use Function ‘View Household Notes’ to check if there is a message stating that BACS payments were suspended due to RLS. The message will start with ‘BACS payments suspended - address RLS’
where there is a message, remove the ‘Manual Payment Request’ suspension. Follow the guidance in TCM0212220
then, return to this guidanceuse Function ‘View Household Notes’ to check for the following messages - NY13, NY14, NY15 or NY16
where any of these messages are present, refer the case to the Technical Advice Line (TAL) through your Technical Advice Line Liaison officer (TALLO)
otherwiseselect ‘OK’
where the claim is a joint claim you will be prompted to make the change for both customers
select ‘Yes’ or ‘No’, as appropriate. You will be taken to the ‘Applicant Details’ screen
go to Step 9.
does not display
select ‘Cancel’. You will be taken back to the ‘Address Change’ screen
where you have entered the postcode and house identifier and used the ‘Quick’ address find, go back to Step 7
where you have completed the full address and used the ‘Advanced’ address find, continue with this step
check the address has been entered correctly
Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.
thenuse Function ‘View Household Notes’ to check for the following messages - NY13, NY14, NY15 or NY16
where any of these messages are present, refer the case to TAL through your TALLO
otherwiseselect ‘OK’
where the claim is a joint claim you will be prompted to make the change for both customers
select ‘Yes’ or ‘No’, as appropriate. You will be taken to the ‘Applicant Details’ screen
go to Step 9.
Step 9
On the ‘Applicant Details’ screen
where the customer has supplied a new telephone number, enter it in the ‘Daytime’ or ‘Evening’ field, as appropriate, then
Step 10
On the ‘Amend Finish’ screen
enter the date the notification of the change was received
select the relevant source, for example, ‘Paper’ from the Source drop down menu
enter the reason for the change as ‘Designatory’
select ‘OK’
go to Step 11.
Step 11
Update ‘Household Notes’ with the appropriate message - NC82 or NC73 - from TCM0164020. For how to do this, use TCM1000001.
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
go to Step 13.
Step 12
On the ‘Summary Information’ screen record the following, whichever is appropriate in the ‘Application Notes’ field
NC82, NC85 or NC73 from TCM0164020. For how to do this, use TCM1000001.
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
select ‘OK’
If the message ‘Application will be processed. Do you wish to proceed?’ displays
select ‘Proceed’
go to Step 13.
If the message ‘The information captured is incomplete. This application will be rejected’ or ‘The information captured indicates that the application maybe ineligible. This application maybe rejected’ displays
select ‘Store’
go to Step 13.
Step 13
If the claim is
pre-award, go to the ‘Summary Information’ screen to make a note of your actions in the ‘Application Notes’ field
post award. Use Function ‘Maintain Household Notes’ to make a note of your actions
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).
thengo to Step 14.
Step 14
Check for a Visually Impaired Special Needs signal. To do this
use Function ‘View Application’
go to the ‘Application Information’ screen
Step 15
Notify VIMU of the change of address. To do this
complete the referral on the Visually Impaired Media Unit intranet site, with your own and the customer’s details
thenemail it (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Note: VIMU do not have access to TCO computer records so you must fully complete all the details on the request form, in particular the ‘Requesting Officer’ and ‘Customers’ details.go to Step 16.
Step 16
If the claim is Pre-award, go to the ‘Summary Information’ screen and update the the ‘Application Notes’ field with NC79 from TCM0164020. For how to do this, use TCM1000001.
If the claim is Post award
update ‘Household Notes’ with NC79 from TCM0164020. For how to do this use TCM1000001.
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).
then
go to Step 17.
Step 17
Has the customer stated that they want TCO to inform CBO of the change?
If no, close the document on DMS. For how to do this, use TCM1000037.
If yes, follow the guidance in TCM1000037
then
close the document on DMS.