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HMRC internal manual

Claimant Compliance Manual

Examinations: Examinations following a change of circumstances: Accepting the notification of change of circumstances claim

If after considering the customer’s reply regarding the change of circumstances, you are now able to accept the notification in full you must write to the customer(s) to let them know about your decision. You should always write to them even if you have spoken to them and explained to them the position on the phone.

You must use the standard letter template TCC73. The letter explains that you will be amending their award to accept their change of circumstances and they will soon receive a formal notification.

Where the claim has been made by a couple in a joint household, only one letter should be sent addressed to both customers even if the change of circumstances only relates to one of the 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 authorised an agent to act for them remember to send a copy of the letter to the agent.

You should take the necessary system action to make the award as soon as possible after you send the letter, and close the case on TCW on the same day you make the decision. The system will send out a new award notice. This decision is made under S15. The customer then has 30 days to appeal against your decision.

If the customer appeals, see CCM4395. If the customer does not appeal you can close the case.