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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Changes - customer: Address - change (AG)

To deal with a change of address, consider steps 1 to 18.

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian / Data Security Team for advice.

Step 1

Before making any changes, use Function VIEW LINKED WORK ITEMS to check if there are any Unprocessed Change of Circumstances work list items shown.

  • If there are no Unprocessed Change of Circumstances work list items shown

    • check if the change can be made. Follow the guidance in TCM0042260

    then, if the change can be made

    • go to .
  • If there is an Unprocessed Change of Circumstances work list item shown

Note: If the Unprocessed Change of Circumstances work list item is the same as the change you have been notified of, delete the work list item.

* make a note of the change you have been notified of
* follow the guidance in TCM0054060 at step 1 for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list

then, if you can action the changes

* follow the rest of the guidance in TCM0054060 for the work list item only
* return to this guidance to action the change you have been notified of

Note: If you need to contact the customer for any missing information, make a note of all the information you need for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list

* go to .

Step 2

Check that the customer has supplied all the following relevant information

  • address
  • house name or number
  • postcode
  • new phone number, if applicable.

Note: If the customer has previously been part of a joint claim and is now a single customer or intends to make a single claim, personal information from up to the date of the end of the joint claim will be issued to both customers during the renewal period.

If the customer has indicated in the correspondence that this may put them at risk of domestic violence

  • set the manual correspondence marker, for how to do this follow the guidance in TCM1000063
  • action the household breakdown, if applicable. For how to do this, follow the guidance in TCM0036100
  • set the retained domestic violence household note. For how to do this use TCM0154040

    • If it is a joint claim, does the change relate to both customers?

    • yes (and you have all the above information), go to .
    • yes (but you do not have all the above information), go to .
    • no (and the change of address is due to a household breakdown), follow the guidance in TCM0258060.
    • not clear if the change is for both customers, go to .

    • If the change of address is to an address outside the United Kingdom (UK), follow the guidance in TCM0048060.

    Note: The Isle of Man and the Channel Islands are not part of the UK or European Economic Area (EEA).

Step 3

Obtain the missing information. Follow the guidance in TCM0184200 (post award / Annual Declaration) or TCM0184220 (pre-award).

  • If you obtain the missing information, go to .
  • If you can not obtain the missing information, go to .

Step 4

Use Function AMEND APPLICATION choosing the Correction option.

  • If you are prompted to make your correction in Function CAPTURE APPLICATION Function, select [Yes], go to .
  • If the following message ‘Applicant is a Potential Match’ displays, go to .

otherwise

  • you will be taken to the Applicant Details screen, go to .

Step 5

If the customer is a ‘potential match’, you will not be able to correct the address because the [Address] button will be disabled.

  • refer the details to the Applicant Not Matched Team on the Pre-Award cluster

then

  • go to .

Step 6

On the Applicant Details screen

  • select [Address]. You will be taken to the Address Change screen
  • enter the Postcode and House Identifier
  • select [Quick].

    • If the Address Wizard finds at least one match. You will be taken to the Select Address screen, go to .
    • If the message ‘There are no matching addresses’ displays, select [OK] and then go to .
    • If the message ‘There are more than 25 matching addresses’ displays, select [OK]. You will be taken to the Select Address screen, go to .

Step 7

On the Address Change screen

  • enter the full address in the Address field
  • enter the postcode in the Postcode field
  • select [Advanced]

    • If the message ‘There are no matching addresses’ displays

    • select [OK]
    • check the address is correctly entered
    • select [OK] to accept the address

    then

    • go to .

    • If the Address Wizard finds at least one match. You will be taken to the Select Address screen, go to .
    • If the message ‘There are more than 25 matching addresses’ displays, select [OK]. You will be taken to the Select Address screen, go to .

Step 8

On the Select Address screen, if the correct address

  • displays

    • select the correct address. The address will populate in the Address Details

    Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.

    • use Function VIEW HOUSEHOLD NOTES to check if there is a message stating that BACS payments were suspended due to RLS. The message will start with ‘BACS payments suspended - address RLS’
    • where there is a message, remove the Manual Payment Request suspension. Follow the guidance in TCM0212220

    then, return to this guidance

    • use Function VIEW HOUSEHOLD NOTES to check for the following messages - NY13, NY14, NY15 or NY16
    • where any of these messages are present, refer the case to the Technical Advice Line (TAL) through your Technical Advice Line Liaison officer (TALLO)

    otherwise

    • select [OK]
    • where the claim is a joint claim you will be prompted to make the change for both customers
    • select [Yes] or [No], as appropriate. You will be taken to the Applicant Details screen
    • go to .
    • does not display
    • select [Cancel]. You will be taken back to the Address Change screen
    • where you have entered the postcode and house identifier and used the Quick address find, go back to
    • where you have completed the full address and used the Advanced address find, continue with this step
    • check the address has been entered correctly

    Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.

    then

    • use Function VIEW HOUSEHOLD NOTES to check for the following messages - NY13, NY14, NY15 or NY16
    • where any of these messages are present, refer the case to TAL through your TALLO

    otherwise

    • select [OK]
    • where the claim is a joint claim you will be prompted to make the change for both customers
    • select [Yes] or [No], as appropriate. You will be taken to the Applicant Details screen
    • go to .

Step 9

On the Applicant Details screen

  • where the customer has supplied a new telephone number, enter it in the Daytime or Evening field, as appropriate

then

* If you are making your change in Function AMEND APPLICATION, select [OK] and then go to .
* If you are making your change in Function CAPTURE APPLICATION, select ‘Sm’ on the toolbar and then go to .

Step 10

On the Amend Finish screen

  • enter the date the notification of the change was received
  • select the relevant source, for example, ‘Paper’ from the Source drop down menu
  • enter the reason for the change as ‘Designatory’
  • select [OK]
  • go to .

Step 11

Use Function MAINTAIN HOUSEHOLD NOTES to record the following appropriate message

  • ‘NC82 - COC corre re (details), info already on system. Corre rec (DD/MM/YY) from (source) sent to storage’
  • ‘NC85 - (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage’
  • ‘NC73 - Clmt address changed on system from (old address) to (new address). Corre rec (DD/MM/YY) from (source)’. (‘manual payment request’ suspension removed.)’ (Delete if not appropriate)

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

  • go to .

Step 12

On the Summary Information screen, record the following appropriate message in the Application Notes field

  • ‘NC82 - COC corre re (details), info already on system. Corre rec (DD/MM/YY) from (source) sent to storage’
  • ‘NC85 - (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage’
  • ‘NC73 - Clmt address changed on system from (old address) to (new address). Corre rec (DD/MM/YY) from (source)’. (‘manual payment request’ suspension removed.)’ (Delete if not appropriate)

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

  • select [OK]

    • If the message ‘Application will be processed. Do you wish to proceed?’ displays

    • select [Proceed]
    • go to .

    • If the message ‘The information captured is incomplete. This application will be rejected’ or ‘The information captured indicates that the application maybe ineligible. This application maybe rejected’ displays

    • select [Store]
    • go to .

Step 13

Has the customer stated they want TCO to inform CBO of the change?

  • no, go to .
  • yes

    • complete form TC649A with the details of the change

    • address
    • house name or number
    • postcode
    • date of change
    • new phone number, if applicable
    • whether the change relates to both customers (where the claim is a joint claim)

    • save the form on your desktop
    • from your Start menu open a standard e-form WAM referral
    • enter the customer’s surname in both Taxpayer fields
    • select ‘Other’ in both Work Area fields
    • enter the customer’s NINO in both the NINO fields
    • select [Attachment] on the e-form
    • in the Add Attachment box, select ‘Look In’ [Desktop]
    • select the form TC649A on your desktop
    • select [Open]. The attachment will appear on the e-form template
    • select [To] on the e-form template
    • select either of the ‘Child Benefit Office - WAMs’ from the Office WAM box
    • select [OK]
    • select [Send]. The WAM referral will be issued to CBO
    • delete form TC649A from your desktop
    • go to .

Step 14

If the claim is

  • pre-award, go to the Summary Information screen to make a note of your actions in the Application Notes field
  • post award. Use Function MAINTAIN HOUSEHOLD NOTES to make a note of your actions

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).

then

  • go to .

Step 15

Check for a Visually Impaired Special Needs signal. To do this

  • use Function VIEW APPLICATION
  • go to the Application Information screen
  • check if the Special Needs field displays Braille, Audio or Large Print

    • If it does, go to .
    • If it does not, go to .

Step 16

Notify VIMU of the change of address. To do this

  • complete the referral on the Visually Impaired Media Unit intranet site, with your own and the customer’s details

then

  • email it (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Note: VIMU do not have access to TCO computer records so you must fully complete all the details on the request form, in particular the ‘Requesting Officer’ and ‘Customers’ details.

  • go to .

Step 17

If the claim is

  • Pre award. Use Function CAPTURE APPLICATION and go to the Summary Information screen to record the following in the Application Notes field

‘NC79 - Visually Impaired Media Unit notified of claimants change of address’

  • Post award. Use Function MAINTAIN HOUSEHOLD NOTES to record the following

‘NC79 - Visually Impaired Media Unit notified of claimants change of address’

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).

then

  • go to .

Step 18

Send any paper correspondence to storage. Follow the guidance in TCM0074140.