This part of GOV.UK is being rebuilt – find out what beta means

HMRC internal manual

Debt Management and Banking Manual

Customer contact: Outdoor calls: Customer not seen or no reply

Where you are unable to contact your customer try to enquire if they are still at the address at which you have been asked to call. Remember that during tracing enquiries you should always be aware of aspects relating to Human Rights (DMBM513100) and confidentiality (DMBM510200).

The tracing actions you take may include:

  • enquiring at neighbouring properties
  • noting the name, address and telephone number of an agent if a ‘for sale’ board is displayed
  • noting the name of the brewery for public houses.

Where you find that your customer has left the address, try and obtain the new address and/or telephone number. If the address is correct, if possible find out when your customer can be seen. In either circumstance you should:

  • complete a form 55 and enclose it with any other appropriate material in a sealed envelope
  • post the envelope through the letter box or leave it with a responsible person.

Even though you have not been able to make contact you should obtain by observation as much information as you can so that wherever possible further actions can be taken without another call being necessary. This information can be recorded on your call report.