RO instructions: When to set up
When to set up new cases will depend on whether a claim has been received and if not, how the claim form will be issued.
Some forms have to be issued manually and you may need to issue a claim form at the counter.
To decide which form to issue and how to issue it see RM1262 - RM1266.
When you decide to issue a claim form manually in response to an enquiry see RM1266.
When you decide that a claim form can be issued automatically in response to a letter, counter call or telephone call from a new claimant proper to your District take the action at RM1278.
If a claim is received from a new claimant the RA will ask you for instructions. If the claim is proper to your District see RM1278.