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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Changes - customer: Insufficient information provided by customer

Checklist

Before you follow this guidance make sure you

Note: When following TCM0138020 you must ensure you follow TCM0134460 and TCM0134420 when told to.

  • have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles & Access Catalogue’ from the Related links menu.

Reasons not to follow this guidance

You do not need to follow this guidance,

  • if there has been a death of a customer. Follow the guidance in TCM0040060 
  • you are dealing with a Work Area Mailbox (WAM) referral.

Background

Customers are expected to notify TCO if there has been a change in circumstances. This guidance is to be used where a change of circumstances has been reported but the customer has not supplied all the details that are required to update NTC.

Guidance

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

If this is a newly reported change of circumstances, go to .

If you have received a reply to a TC664, go to .

If you have received a reply to a TC1016, go to .

If you are dealing with an expired BF, go to .

If the customer has replied after the award has been terminated because of a failure to reply, contact your TALLO for further advice.

Step 2

If the customer has not replied to a TC664, go to .

If the customer has not replied to a TC1016, go to .

If the customer has not replied to a reissued TC1016, go to .

If the customer has replied to a TC664 via the contact centre, go to .

Step 3

Check whether the customer’s claim has been updated with the information requested.

If the changes have been applied

  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND13 - TC664 (FW) iss’d Clmt1/2 (DD/MM/YY). Changes already applied via contact centre. Corres to storage. (sign off)’

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • send any correspondence to storage. For how to do this use, TCM0074140 
  • take no further action.

If the changes have not been applied and there is sufficient information in the household note to make the change

  • follow the appropriate guidance for the change of circumstances reported
  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND07 - TC664 (FW) recd from Clmt1/2 (DD/MM/YY). Changes applied (state changes). Corres to storage’

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • remove the retained marker for the ND06 household note. For how to do this, use TCM0152120 
  • send any correspondence to storage. For how to do this, use TCM0074140 
  • take no further action.

If the changes have not been applied and there is not enough information in the household note to make the change, go to .

Step 4

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

If you obtain the missing information, follow the appropriate guidance for the change of circumstances reported.

If you do not obtain the missing information

  • issue a TC664 for the missing information using the fair warning option
  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND06 - COC corre re (state change), further info needed. (UTCx2/NTN). Ltr TC664 (FW) issd to Clmt1/2 for (state request). BF (DD/MM/YY). Suspension Notice Included’
  • select the ‘Retained Note’ checkbox

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • BF case for 30 days.

Step 5

Check whether you have obtained all the required information.

If you have obtained all the requested information

  • follow the appropriate guidance for the change of circumstances reported
  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND07 - TC664 (FW) recd from Clmt1/2 (DD/MM/YY). Changes applied (state changes). Corres to storage’

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • remove the retained marker for the ND06 household note. For how to do this, use TCM0152120 
  • send any correspondence to storage. For how to do this, use TCM0074140.

If the customer has replied to the TC664 without giving sufficient information, go to .

Step 6

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

If you obtain the missing information, go to .

If you do not obtain the missing information

  • on the returned TC664 indicate with a red cross any questions that still require an answer
  • complete a compliment slip TCC23 asking the customer to complete the attached TC664 with answers to the remaining questions
  • issue TCC23 letter and returned TC664 to the customer
  • update Household Notes with the message ‘ND06 - COC corres re (state change), further info needed. (UTCx2/NTN). TCC23 & TC664 returned to customer for missing details. BF (DD/MM/YY)’

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • BF case for 30 days.

Step 7

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

If you obtain the missing information, go to .

If you cannot obtain the missing information

  • suspend all payments using Function PAYMENTS. For how to do this use, TCM1000232 
  • transfer case from payment suspension worklist to MU249928. For how to do this, use TCM1000023 

Note: You will need to change the action date to 10 weeks from the date you have transferred the case.

  • issue letter TC1016 to the customer
  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND08 - TC664 not received. 30 day BF cycle has expired. Payments Suspended- TC1016 letter issued.’
  • select the’ Retained Note’ checkbox

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • BF case for 10 weeks.

Step 8

Check whether the customer has provided all the information requested.

If the customer has provided all the information requested

  • follow the appropriate guidance for the change of circumstances reported
  • remove payment suspension using Function Payments. For how to do this follow the guidance in TCM1000327 
  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND09 - TC664(FW) recd from Clmt1/2 (DD/MM/YY). Change(s) applied (state changes). Suspension lifted on award.’
  • remove the retained marker for the ND06 and ND08 household notes. For how to do this, use TCM0152120 

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • send any correspondence to storage. For how to do this, use TCM0074140 
  • take no further action.

If the customer has not provided all the information requested, go to .

Step 9

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

If you obtain the requested information, go to .

If you cannot obtain the missing information

  • reissue letter TC1016 to the customer
  • issue letter TC664 (standard option) for missing information

Note: TC1016 and TC664 should be sent together in the same envelope.

  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND12 - TC1016 reissued with TC664 (DD/MM/YY).
  • select the ‘Retained Note’ checkbox

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

• BF for 4 weeks.

Step 10

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

If you obtain the requested information, go back to.

If you can not obtain the missing information 

  • end claim from the date payments were suspended. For how to do follow the guidance in TCM1000222 
  • use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘General’ category to record the message
  • update Household Notes with the message ‘ND10 - TC664 not received. 10 week termination warning cycle has expired. Claim Terminated. Case sent to storage’
  • select the ‘Retained Note’ checkbox

Note: You must use the guidance in TCM0152080 when you record the note and also use the guidance in TCM0152160.

  • send any correspondence to storage. For how to do this, use TCM0074140 
  • take no further action.