Time To Pay: agreeing or rejecting Time To Pay: noting records
When agreeing or rejecting TTP it is important that you note the appropriate record with the correct information. This information is vital if the arrangement breaks down, if we need to review the arrangement or if the customer requests time to pay again in the future.
Firstly the note must say what decision was made on the TTP request and whether TTP was agreed or rejected. This will be particularly important if we need to enforce the debt or if the customer appeals against a late payment surcharge/penalty. Where TTP is rejected you must state what payments were offered and the reason(s) why the proposals were unacceptable.
If TTP is agreed you must make sure that you note the
- date TTP was agreed or the date that TTP was first requested (if additional information / further negotiations were required)
- the HoD, period and amounts TTP was agreed for
- total debt included in the arrangement, and
- details of the instalment amounts and dates.
Where to record notes
Wherever possible the IA function should be used when a TTP is agreed. Using the IA function automatically enters a note against the appropriate WI(s). The content of the IDMS note is:
‘Agreed on xx/xx/xx, 1st pymt of xx.xx due xxxxx thereafter, Letters (not) inhibited, (Not) Direct Debit Case, Expected last payment on xx/xx/xx, xxxxxxxx action proposed’.
If you cannot use the IA function you will need to record an action history note on IDMS that contains the above information. For example:
TTP agreed 07/01/11 for PAYE M8 £5,000 and PAYE M9 £10,000 - Total debt £15,000. Payment of £5,000 today and £5,000 on 31/01/11 and 28/02/11.
As well as the IDMS automated note or manual note you will need to record an action history note detailing the contact and the conversation you had with the customer. This note
- needs to be in line with DMBM900500
- should also detail why the customer cannot pay and
- what changes they are making to enable future payments to be made on time.
When making a decision on a TTP request it is vitally important that you check the case notes to view the previous payment history and details of previous TTP arrangements. On IDMS this can be difficult if there are numerous closed WIs.
In order to make it easier to identify if a previous request for TTP was agreed or refused you must always make a note on the IDMS notes/asset screen. This note must include the decision made, the date it was made and the account sub no. and instalment indicator of the WI it relates to (for linked debt you should quote the master reference’s details. For example:
TTP agreed 15/4/11 200901 01
TTP refused 12/11/10 200901 02
In year PAYE cases
For all cases involving TTP for in-year PAYE debts you must make a note on BROCS action history screen using function NA CNA. This note must include the information listed above under the heading arrangement details and is required to stop in-year late payment penalties being issued inappropriately. Where possible you must note the IDMS WI and notes assets screen following the instructions above.