Closing the enquiry: no adjustment needed to the claim
Where your enquiry has established the claim is correct, the first thing you will need to do at the closure stage is inform the customer of your conclusion. You must send the customer a letter even if you have already discussed this during a telephone call or at a meeting. Use the standard letter template TCC5.
Where the claim has been made by a couple in a joint household, only one letter should be sent addressed to both customers. 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 still be sent to each customer.
If the customer has an authorised agent or representative acting for them you should also send a copy of the letter to them.
Having closed the enquiry you will need to make the necessary entries on TCW and Household Notes.
Finally, you will need to ensure you and your manager have closed any local records to show the enquiry is settled. The papers should then be retained locally filed by NINO reference.