Changes - customer: Address - change (Info)
You must always treat a customer’s change of address as a correction to the details held on the computer.
To change the customer’s address you must use
- Function CAPTURE APPLICATION for a pre-award claim
- Function AMEND APPLICATION for a post award claim.
This is to ensure that where the claim is only partially-captured or is awaiting a decision on it, any correspondence is sent to the new address.
If the change of address is due to a household breakdown, follow the guidance in TCM0258060.
If the change of address is to a non-UK address, follow the guidance in TCM0048060.
If the RLS signal is set and the customer insists that the address details held are correct, you must remove the RLS signal before you exit the Address Change screen. This is because the computer will not automatically remove the RLS signal.
Note: You must not amend the address details or add a note in Application Notes on a rejected or withdrawn claim as this will resurrect the claim.
You must also check Household Notes for any of the following messages - NY13, NY14, NY15 or NY16. If any of these are present you must get the case referred to the Technical Advice Line through your Technical Advice Line Liaison Officer.
If the customer asks you to inform Child Benefit Office (CBO) of the change of address then you must complete a referral to CBO.
If the Special Needs signal indicates that the customer wishes to receive braille, audio or large print correspondence, you must inform the Visually Impaired Media Unit of the change.
There is an Action Guide for this subject, select TCM0036040 to access it