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HMRC internal manual

Debt Management and Banking Manual

HM Revenue & Customs
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RLS: direct taxes procedures: SA cases

This six step process, setting out the initial trace actions to be taken, has been introduced across Debt Management, including Spend to Raise, for when a customer becomes RLS. Please note that a customer is only RLS if all addresses are RLS: that is

  • communication address
  • base address
  • business address.


  • Check the IDMS Record for a useable address (Business, Agent etc)
  • check the SA Record for a useable address

    • View Taxpayer Designatory Details
    • View Communication Name and Address
    • Maintain Capacity
    • Maintain Trade
  • check Taxpayer Business Service (TBS)
  • telephone any available telephone numbers
  • telephone the agent if an agent is acting.

If no new address is found you should:

  • set the RLS signal on all RLS addresses:

    • Taxpayer and Recovery address on IDMS
    • Communications address on IDMS and TBS
    • Business and Capacity addresses on SA
  • check the cases is on the C/W RLS Worklist
  • transfer the case to the Tracing Group as follows

    • click on the Lorry, ensuring under heading Transfer Taxpayer/Household that the Transfer TP/HH & all Worklist items radio button is selected (second one down)
    • enter the destination office numeral 397113.

It is important that Debt Management staff follow these guidelines when carrying out the initial address trace, to help eliminate unnecessary re-work of cases.

Cases with return destination postcodes G70 5TR and BD98 8AA

For cases with return destination postcodes G70 5TR and BD98 8AA DMB Tracing Group will set the appropriate signals.

Where all associated addresses are RLS and the case populates worklist W032 they will take immediate responsibility for the case. DMOs will no longer be required to undertake initial trace activity or transfer any untraced cases to DMB Tracing Group. This guidance does not apply to cases noted on IDMS as working with EIS.

Examples of SA RLS cases exempt from this guidance:

  • undelivered SA mail issued in envelopes showing the return destination postcode of G70 5TT and distributed to DMOs via NDU
  • cases identified as RLS following debt recovery contact (telephone calls or visits)
  • cases where the RLS signal is set on SA as result of clerical intervention at an office other than Tracing Group
  • cases where the RLS signal is set on SA as a result of system interface. (For example where the signal is set on the NTC system and TBS holds the same address the RLS indicator will flow to SA).