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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Changes - miscellaneous (G-Z): Invite fresh claim

Reasons not to follow this guidance

You do not need to follow this guidance if

  • you work on one of the teams that is authorised to issue claim packs to customers. You will need to follow your own specific guidance telling you how to issue a claim pack to a customer.

Note: To prevent fraud, only specialised teams who are authorised to do so can issue claim packs to customers.

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

Check whether the customer(s) live in a closed postcode area, or one which is about to close and if they are of Pension Credit Qualifying Age (PCQA).  For how to do this, use TCM1000628.

If you are dealing with a postcode area that has already closed, go to .

If you are dealing with a postcode area that is due to close within 21 days, go to .

If the postcode area is open, go to .

Step 2

If the household contains a customer who is of PCQA, go to .

If the household does not contain a customer who is of PCQA

  • issue a TC27. For how to do this, use TCM1000124
  • go to .

Step 3

You will need to contact the customer.  For how to do this, follow the guidance in TCM0094080.

If you were able to contact the customer by phone

  • tell the customer they need to contact the tax credits helpline to request a claim pack
  • go to .

If you were unable to contact the customer by phone

  • issue a TC1213. For how to do this, use TCM1000124
  • go to .

Step 4

You will need to contact the customer.  For how to do this, follow the guidance in TCM0094080.

If you were able to contact the customer by phone, go to .

If you were unable to contact the customer by phone

  • issue a TC1213. For how to do this, use TCM1000124
  • go to .

Step 5

If the household contains a customer who is of PCQA

  • tell the customer they need to contact the tax credits helpline to request a claim pack
  • go to .

If the household does not contain a customer who is of PCQA

  • tell the customer they need to contact the tax credits helpline to request to make a tax credit claim. Tell the customer they live in a postcode area which is due to close within 21 days and they will need to make a claim before their postcode area closes.

Note: if the customer(s) are not of PCQA and live in a postcode area which is due to close within 21 days, tell them they will need to make a claim before their postcode area closes. They should contact our helpline who will be able to help them with this.

  • go to .

Step 6

You will need to contact the customer. For how to do this, follow the guidance in TCM0094080.

If you were able to contact the customer by phone

  • tell the customer they need to contact the tax credits helpline to request a claim pack
  • go to .

If you were unable to contact the customer by phone

  • issue a TC1213. For how to do this, use TCM1000124
  • go to .

Step 7

Check if there has been an earlier claim and whether it has been rejected. For how to do this, use TCM1000346.

If there has been an earlier claim that has been rejected, go to .

If there has been an earlier claim but it has not been rejected, go to .

If there has not been an earlier claim, go to .

Step 8

If you have issued a TC27

  • update Household Notes with the message XW02 from TCM0176020. For how to do this, use TCM1000001
  • go to .

If you have issued a TC1213

  • update Household Notes with the message XW01 from TCM0176020. For how to do this, use TCM1000001
  • go to .

If you have informed the customer by phone that they need to contact the tax credits helpline to request a claim pack

  • update Household Notes with the message XW01 from TCM0176020. For how to do this, use TCM1000001
  • go to .

Step 9

If you have not been told to return to the guidance you were previously following, take no further action.

If you have been told to return to the guidance you were previously following, return to that guidance.