TCM0240130 | Payment - work lists: Informed choice work list

From HM Revenue & Customs · Tax Credits Manual

Checklist

Before you follow this guidance, make sure

you have the correct user roles to follow this guidance.
you are in the correct MU. Use TCM0322460 for the correct MU number.

Guidance

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 or Data Security Team for advice.

Step 1

Note: You should work the work list as a priority each day.

If you are dealing with a priority work list item shown with the letter ‘P’ next to them on the work list, go to Step 6.

If you are dealing with a work item on the ICT database

check the ICT database for customer details. For how to do this, use TCM1000132
check the reason the customer has asked for a call back. For how to do this, use TCM1000067
contact the customer. Follow the guidance in TCM0094080 then return to this guidance, then go to Step 2.

If you are dealing with physical correspondence

update the bank account details on the claim. For how to do this, use TCM1000061
update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If you are dealing with an expired BF on the ICT database, go to Step 14.

Step 2

If you are able to contact the customer and they provide new bank account details

update the bank account details on the claim. For how to do this, use TCM1000061
update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If you are unable to contact the customer or they are unable to provide new bank account details, go to Step 3.

Step 3

Consider the information held on the Child Benefit Service to see whether the customer receives benefit into a bank account in their name. For how to do this

access Child Benefit desktop icon
enter the customer’s NINO in the upper navigation bar and select ‘search’
check the customer’s name and address in the top left corner of the screen to ensure you select the correct customer details
select ‘Child Benefit - Payment’ from left hand navigation bar to view the account details.

If the customer receives benefit into a bank account in their name

update the bank account details on the claim. For how to do this, use TCM1000061
issue TC1070
update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If the customer does not receive benefit into a bank account in their name or the details have previously been deleted from the computer, go to Step 4.

Step 4

Check if the claim is a single or joint claim. For how to do this, use TCM1000324.

If it is a single or joint claim with no bank details, go to Step 5.

If it is a joint claim and there are only one set of bank details on the claim

issue TC1070
update Household Notes with the message PB30 from TCM0168020. For how to do this, use TCM1000001
set an action date for four weeks from the date of issue.

Step 5

Check household notes.

If there is a household note stating the customer is allowed non bank payments

check NTC for the date and amount of the next payment due, for how to do this, use TCM1000074
complete the manual payment referral form from SEES
send the referral to the manual payment team by email (This content has been withheld because of exemptions in the Freedom of Information Act 2000) stating in the subject field BANK LIAISON non bank payment
update Household Notes with the message PB31 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If there is not a household note stating the customer is allowed non bank payments

tell the customer, where applicable, that payments will be suspended until they provide bank details
go to Step 10.

Step 6

Check if there are signals present on the case. For how to do this, use TCM1000117.

If there is an RLS marker, go to Step 11.

If there is an appointee signal

obtain the appointee details from the tax credits computer. For how to do this, use TCM1000129
go to Step 10.

If there is a manual correspondence marker, go to Step 10.

If there is a foreign bank account marker

refer to the designated officer on the team for their action
take no further action.

If there is a deceased marker

transfer the work list entry to the priority 1 team. For how to do this, use TCM1000023
update Household Notes with the message PB24 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If there is a Welsh Language signal

issue TC1070
send the letter to the Welsh Language Unit asking them to translate it(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
set an action date for four weeks ahead. For how to do this, use TCM1000008
update Household Notes with the message PB32 from TCM0168020. For how to do this, use TCM1000001

If there is a Braille signal

issue TC1070
send the letter to the Visual Impaired Media Unit asking them to translate it(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
set an action date for four weeks ahead. For how to do this, use TCM1000008
update Household Notes with the message PB32 from TCM0168020. For how to do this, use TCM1000001

If it is none of the above, go to Step 7.

Step 7

Check whether the case is a complex or compliance case. For how to do this, use TCM1000067.

If it is a complex or compliance case

delete item from the work list. For how to do this, use TCM1000160
take no further action.

If it is not a complex or compliance case, go to Step 8.

Step 8

Check for payment shown as ‘Recovery only’. For how to do this, use TCM1000312.

If ‘Recovery Only’ is shown

delete item from the work list. For how to do this, use TCM1000160
take no further action.

If ‘Recovery Only’ is not shown, go to Step 9.

Step 9

Check for Future Entitlement Date (F.E.D) cases. For how to do this, use TCM1000067.

If the case is a F.E.D case

set an action date for two weeks ahead. For how to do this, use TCM1000008
update Household Notes with the message PB22 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If the case is not a F.E.D case, go to Step 10.

Step 10

Check NTC to see if a letter TC1058 or TC1070 has been issued

If TC1058 or TC1070 has been issued

suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240
set an action date for four weeks from the date the TC1058 or TC1070 was issued
update Household Notes with the message PB22 from TCM0168020. For how to do this, use TCM1000001.

If TC1058 or TC1070 has not been issued

issue TC1070
set an action date for four weeks ahead. For how to do this, use TCM1000008
suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then return to this guidance
update Household Notes with the message PB32 from TCM0168020. For how to do this, use TCM1000001.

Step 11

Contact the customer by telephone to confirm or update the current home address. Follow the guidance in TCM0094080 then return to this guidance.

If you are able to contact the customer

update the address details. For how to do this, use TCM1000429
ask the customer for their bank details
go to Step 12.

If you are unable to contact the customer

set an action date for four weeks for the customer to contact us
check payments are suspended. For how to do this, use TCM1000368
go to Step 13.

Step 12

If the customer is able to give you their bank account details

update the bank account details on the claim. For how to do this, use TCM1000061
update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If the customer is unable to give you their bank details, go back to Step 10.

Step 13

If payments are suspended

update Household Notes with the message PB23 from TCM0168020. For how to do this, use TCM1000001
retain the work list item. For how to do this, use TCM1000030
take no further action.

If payments are not suspended

suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then return to this guidance
set an action date for three months ahead. For how to do this, use TCM1000008
retain the work list item. For how to do this, use TCM1000030
update Household Notes with the message PB19 from TCM0168020. For how to do this, use TCM1000001.

Step 14

Check reason why we have set an action date on the claim. For how to do this, use TCM1000067 and TCM1000004. When dealing with expired BF and

If TC1058 or TC1070 has not been issued, go back to Step 10.

If letter TC1058 or TC1070 has been issued, go to Step 15.

If letter TC1070 has been issued as only one set of account details in a joint claim

use the bank details that are currently held for both applications
update Household Notes with the message PB17 from TCM0168020. For how to do this, use TCM1000001
delete the work list entry. For how to do this, use TCM1000160
take no further action.

If the claim has been suspended following the relevant period

cease the award. For how to do this, use TCM1000222
set the manual correspondence marker to prevent the award notice from being issued. For how to do this, use TCM1000063
print off the summary screen
hold the case for 24 hours for overnight processing
print an updated version of the summary screen. For how to do this, use TCM1000479
issue a manual TC607 from SEES
update Household Notes with the message PB33 from TCM0168020. For how to do this, use TCM1000001
update the spreadsheet held locally
take no further action.

If bank details have been updated or the case is RLS and we have not received any contact from the customer

delete item from the work list. For how to do this, use TCM1000160
take no further action.

If it is a Future Entitlement Date (FED) case, go back to Step 10.

Step 15

Consider today’s date.

If today’s date is on or after 5 January and before 1 April

suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then return to this guidance
set an action date for 1 April of the year you are working the case. For how to do this, use TCM1000008
retain the work list item. For how to do this, use TCM1000030
update Household Notes with the message PB19 from TCM0168020. For how to do this, use TCM1000001
take no further action.

If today’s date is not between the above dates

suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then return to this guidance
set an action date for three months ahead. For how to do this, use TCM1000008
retain the work list item. For how to do this, use TCM1000030
update Household Notes with the message PB19 from TCM0168020. For how to do this, use TCM1000001
take no further action.