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HMRC internal manual

Claimant Compliance Manual

From
HM Revenue & Customs
Updated
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Particular Aspects: Child Care - CCRO unable to contact the Child Care Provider

In pre-award cases, if the CCRO is unable to make contact with the child care provider within 5 days, they will either:

  • put the award into payment, including the amount of the child care element, and then refer the case for post-award examination. The claim will populate the Mandatory Review list in TCW. See CCM6390 for the action you need to take as well as following the general guidance at CCM4180.
  • refer the case for pre-award examination of all the risks, including child care costs if the claim is considered serious risk for other reasons. See CCM6390 for the action you need to take as well as following the general guidance at CCM4090.

Where the claim is put into payment, the CCRO will write to the customer(s) telling them that this is an interim measure and that attempts to contact the provider to check the child care details will continue. The letter will also warn the customer(s) that if we are unable to confirm the details with the provider the child care element of the award will be terminated. This should encourage the customer(s) to take any action they can to help provide the information.

In post-award or enquiry cases if the CCRO is unable to make contact with the child care provider they will pass the case to you. See CCM6390 for the action you need to take as well as following the general guidance in Chapters 4, 5 and 12.