TCM1000023 | How to transfer a case to another MU

From HM Revenue & Customs · Tax Credits Manual

Step 1

If you are in a work list, go to Step 3.

If you aren’t in a work list, go to Step 2.

If you’ve been taken back to the ‘Maintain Worklist’ screen after working a verification failure, go to Step 4.

Step 2

Note: View TCM0322460 for the correct MU number.

On the ‘Function Menu’

select ‘Worklists’ on the toolbar
select ‘Maintain’ from the options available. You’ll be taken to the ‘Maintain Worklist’ screen
select the relevant work list from the ‘Worklist Type’ field
select the relevant MU number from the ‘Management Unit’ field. The screen will redisplay with the entries currently on the work list for that MU
go to Step 3.

Step 3

On the ‘Maintain Worklist’ screen

select ‘Sort Filter’. The ‘Sort Filter Worklist Entries’ screen will display
in the ‘Filter 1’ column
select ‘Reference’ from the ‘Worklist Entry by Column name’ field
enter the customer’s NINO in the ‘From Value’ field
enter the customer’s NINO in the ‘To Value’ field
select ‘OK’. You’ll be taken back to the ‘Maintain Worklist’ screen
go to Step 4.

Step 4

On the ‘Maintain Worklist’ screen

select the relevant entry
select ‘Transfer’. The ‘Transfer Worklist Entry’ screen will display
enter the new MU number in the ‘Transfer To’ field

Note: If you aren’t able to access the MU, you must inform your line manager.

select ‘OK’. A message will display asking you to confirm or cancel the transfer
check all the details are correct
select ‘OK’. You’ll be taken back to the ‘Maintain Worklist’ screen and the case will have been transferred to the other MU
go to Step 5.

Step 5

Note: To prevent the case re-appearing on your MU the next day, you must retain it on the new MU.

Note: You may not be able to access every MU to retain the case. Cases transferred to Specialist Trace Unit (STU), Persons From Abroad (PFA) and Compliance will be retained by the new MU on the day they are received.

To retain the case on the new MU

on the ‘Maintain Worklist’ screen
select the relevant MU number from the ‘Management Unit’ field
select the relevant entry on the work list
select ‘Details’. The ‘Worklist Entry Details’ screen will display

Note: If you are required to change the action date, overtype the existing date in the ‘Action Date’ field with the appropriate date. The new action date must be a future date from tomorrows date onwards.

select the ‘Retained’ checkbox
select ‘OK’. The case has been retained.