SolvedTCM0064170 | Claims: capture (D-K): Incapacity Benefit (+IS) reassessment - customer starts work before the effective date of claim
From HM Revenue & Customs · Tax Credits Manual
Version 1.0
Changes to previous version - new guidance
Checklist
Before you follow this guidance make sure
you follow the guidance in TCM0504100
you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles and Access Catalogue’ from the Related links menu
you are in the correct MU. Use TCM0322460.
Background
Between the date a Incapacity Benefit (+Income Support) (IB (+IS)) Reassessment new claim with a future effective date has been captured and it’s effective date, a customer might start work. Where this happens the claim details will have to be amended to take account of the work starting.
Details of the change will be received by either a referral from the Department of Work and Pensions or on correspondence direct from the customer. If the details are incomplete you will need to get the missing details before making the relevant amendment.
Guidance
Note: when sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidance or contact the Data Guardian / Data Security Team for advice.
Step 1
If you are dealing with a new request to add new work details to the claim / award, go to Step 2.
If you are dealing with a returned written enquiry from the customer, go to Step 2.
If the initial action date has expired on a customer enquiry without a reply from the customer, go to Step 3.
If the reminder action date has expired on a customer enquiry without a reply from the customer, go to Step 4.
If the action date has expired on a work start date correspondence, go to Step 5.
Step 2
Check the IB (+IS) Reassessment referral / correspondence to see if you have all the following information
income for the previous year (PY)
start date of the new employment
place of work, for example UK
total number of paid jobs
total number of paid hours
employer’s reference number
payroll number, if available
employer’s name
employer’s address
and, if the job is a self-employed job
the Unique Taxpayer’s Reference (UTR) number
Note: if the customer has provided a current year income you will also need to enter this on the tax credits computer
If you have all the required information, go to Step 5.
If you don’t have all the required information, go to Step 3.
Step 3
Contact the customer by phone to obtain the missing information. Follow the guidance in TCM0342150
If you are able to obtain all of the missing information over the phone, go to Step 5.
If you aren’t able to obtain any of the missing information over the phone
write to the customer for the missing information
set a clerical action date for 15 days
take no further action.
If you are able to obtain some, but not all, of the missing information over the phone
write to the customer for the missing information
set a clerical action date for 15 days
take no further action.
Step 4
Contact the customer by phone to obtain the missing information. Follow the guidance in TCM0342150
If you are able to obtain all of the missing information over the phone, go to Step 5.
If you aren’t able to obtain all of the missing information and a reminder has not yet been sent
send a reminder form TC1059 to the customer
set a clerical action date for 15 days
take no further action.
If you aren’t able to obtain all of the missing information and the reminder cycle has expired
update Household Notes or Application Notes, as appropriate, with the message QL10 from TCM0170020. For how to do this, use TCM1000001 (Household Notes) or TCM1000028 (Application Notes)
send the paperwork to storage. Follow the guidance in TCM0074140
take no further action.
Step 5
Check the correspondence to see if the work start date is before today’s date
If the work start date is after today’s date
set a clerical action date to the work start date
BF the case until the work start date
take no further action.
If the work start date is on or before today’s date, go to Step 6.
Step 6
Check the status of the claim on the tax credits computer. For how to do this, use TCM1000025.
If the status of the claim is ‘Award Issued’, go to Step 8.
If the status of the claim is ‘Awaiting Award’ or ‘Partially Captured’, go to Step 7.
Step 7
Enter the work details and correct the income based Job Seekers Allowance (JSA (IB) or Income Support (IS) history on the tax credits computer. For how to do this, use TCM1000279
Note: you will already have checked that you have all the required information
update Application Notes with the relevant message QL08 or QL09. For how to do this, use TCM1000028.
save the case papers in the BF run.
Step 8
Enter the new work details on the tax credits computer. Follow the guidance in TCM0048140 from step 4 onwards and then return to this guidance
Note: you will already have checked that you have all the required information
go to Step 9.
Step 9
Change the effective date of the claim on the tax credits computer to the date the work commenced. Follow the guidance in TCM002240 from step 10 and return to this guidance
update Household Notes with the appropriate message QL07, QL08 or QL09. For how to do this, use TCM1000001
send any correspondence to storage. Follow the guidance in TCM0074140
take no further action.