Opening and Working Enquiries: Enquiry notice - general
You must give notice of your enquiry to each person on the claim. Where the claim has been made by a couple in a joint household, only one opening letter should be sent and addressed to both customers even if the query only relates to one of the customers. If you do not give notice to both persons where there is joint entitlement, your enquiry will not be valid, you will have to cease your enquiries, and you could only open another enquiry if you are still within the normal time limit. (The enquiry window).
Note: When sending out joint letters the customers must still be part of a couple and residing at the same address. If they are part of a couple but residing at different addresses or no longer part of a couple, then a separate letter must be sent to each customer.