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HMRC internal manual

PAYE Manual

HM Revenue & Customs
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Individual records: contact history: NPS prompts you to create note

If you receive information that results in you making an update to the customer record, the Insert Contact History Details screen is displayed automatically following each action. Once prompted, you must complete all Contact History notes following the guidance at PAYE105017 for telephone calls and correspondence or PAYE105020 for work management items.

After you have completed and saved the first Contact History note, subsequent notes will be pre-populated with entries made on the previous note. You will be able to update, amend or delete any of the fields in the duplicated Contact History note if necessary before saving. See SPD 6d (PDF 61KB).

The Contact Type will display Mediated.