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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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Changes - work lists: Unprocessed Change of Circumstances work list - address changes (UK) (AG)

Before following this guidance, make sure

  • you have followed the guidance in TCM0042260 to confirm if your changes can be made or if the case needs to be sent to the specialist team
  • you build the unprocessed change of circumstances worklist. Follow the guidance in TCM0054080.

Step 1

Consider the unprocessed change of circumstances work list

If any previous action has been taken on the case, go to .

If no action has been taken on the case, go to .

Step 2

Use Function ‘VIEW APPLICATION’

  • enter the customer’s NINO in the ‘Key Entry Data’ screen
  • select the ‘All’ checkbox
  • select ‘OK’. You will be taken to the ‘Application Summary’ screen.

If you are taken to the ‘Select Application’ screen

  • select the latest existing claim
  • select ‘OK’. You will then be taken to the ‘Application Summary’ screen.

If you are taken to the Select Version screen, check for a version that shows an ‘Area of Change’ for address.

If there is a version showing a change of address, make a note of the date for the latest address change.

If there is not or if you are taken straight to the ‘Application Summary’ screen, then no address change has been made

  • select the latest version
  • select ‘OK’. You will then be taken to the ‘Application Summary’ screen
  • make a note of the address of customer 1 and customer 2.

If the claim is post award, go to .

If the claim is pre-award, go to .

Step 3

Use Function ‘AMEND APPLICATION’ choosing the ‘Correction’ option

  • enter the customer’s NINO in the ‘Key Entry Data’ screen
  • select the ‘Latest’ checkbox
  • select ‘OK’. You will be taken to the ‘Applicant Details’ screen
  • select ‘Household’ from the toolbar menu
  • select ‘Details’ from the options available. You will be taken to the ‘Household Details’ screen
  • check if there is a reason in the ‘Household End Reason’ field

If there is a reason and it is ‘Household Breakdown’

  • make a note of the date in the ‘Household End Date’ field
  • go to .

If there is any other reason or there is no reason shown, for example because there has not been a household breakdown, go to .

Step 4

Use Function ‘AMEND APPLICATION’, choosing the Change of Circumstances option

  • enter the customer’s NINO in the ‘Key Entry Data’ screen
  • select the Latest checkbox
  • select ‘OK’, the following message will display

‘Details must be recorded on the Free Format screen. Do you wish to proceed?’

  • select ‘Yes’, you will be presented with the ‘Free Format’ screen
  • check whether there is a message to say the household has ended and the reason why

If there is a household breakdown, go to .

If the household has ended for a reason other than a household breakdown, go to .

If there is no message, go to .

Step 5

Use Function ‘CAPTURE APPLICATION’, selecting ‘Sm’ from the toolbar. Check the Application Summary field for any household breakdown messages.

If there is no household breakdown message, go to.

If there is a household breakdown message

  • copy and enter the message on the ‘Free Format’ screen in Function ‘AMEND APPLICATION’
  • go to .

Step 6

Use Function ‘MAINTAIN HOUSEHOLD NOTES’ to check for an entry indicating that there has been a household breakdown or if another reason has been given for the change of address.

If there is no reason given for the change of address, go to .

If there is a reason for the change of address other than household breakdown , go to .

If there is an entry indicating a household breakdown

  • check the household breakdown end date
  • note the details
  • go to .

Step 7

If the household breakdown details are held in Function ‘AMEND APPLICATION’, go to .

If the household breakdown details are held in Function ‘VIEW HOUSEHOLD NOTES’

Step 8

Look at the date of the household breakdown you noted and compare this with the date the address was changed.

If the date the address was changed is after the date of the household breakdown, go to .

If the date the address was changed was before the date of the household breakdown, go to .

Step 9

Use Function ‘VIEW HOUSEHOLD NOTES’ (for post award claims) or Function ‘AMEND APPLICATION’ in the ‘Free Format’ screen (for pre-award claims) to check if the information required has been received.

If the address details have been received, the claim is pre-award and there has been a household breakdown, go to .

If the address details have been received, the claim is pre-award and there has not been a household breakdown, go to .

If the address details have been received and the claim is post award, go to .

If the address details have not been received and the claim is post award, go to .

Step 10

Use Function ‘VIEW APPLICATION’ and go to the ‘Additional Information’ screen to check if a contact phone number is available for either customer.

If there is a phone number, go to .

If there is not a phone number, go to .

Step 11

Phone either customer to obtain the missing information you need to capture the change of address. Follow the guidance in TCM0094080.

If you are unable to contact either customer, go to .

If you are able to contact the customer and obtain the information needed, go to .

If you are able to contact the customer but cannot obtain the information needed

  • ask the customer to contact the Tax Credits Helpline as soon as possible with the required information
  • go to .

Step 12

If you have come from or

  • issue form TC664 to the new address and the old address held on the computer

Note: use the following wording

‘We currently have two addresses for you on our records’

‘In the space provided please tell us what your current address is, including postcode and daytime and evening phone numbers’

‘What was your previous address?’

‘Does your partner [insert name] live with you at your current address?’

‘Where you have answered ‘No’ to the above question, please tell us the date your partner left the household (please include the day, month and year)’

  • use Function ‘MAINTAIN WORKLIST’ to set an action date for 30 days in the future

Note: You must ’Select’ the ‘Retained’ checkbox after entering the action date.

  • go to .

Step 13

Use Function ‘AMEND APPLICATION’ choosing the ‘Correction’ option to check if the change is already on the computer. To do this

  • go to the ‘Applicant Details’ screen
  • check the information held against the information you have noted at earlier steps or been given by the customer.

If the new address details are already held on the computer, go to .

If the new address details are not already held on the computer

  • amend the details. Follow the guidance in TCM0036040
  • return to this guidance
  • go to .

Step 14

Delete the item from the work list by following the guidance in TCM0140060 and go to .

Step 15

Use Function ‘MAINTAIN HOUSEHOLD NOTES’ and select the ‘Application’ category for post award claims or Function ‘CAPTURE APPLICATION’, in the ‘Application Notes’ field for pre-award claims, to enter the following, where appropriate

  • ‘NU31 TC664 issued to new/old address to confirm address details’
  • ‘NU33 Address details amended’
  • ‘NU35 No response to TC664’s issued, Unprocessed COC W / L item deleted. Confirmation of both customers’ address required if customer phones CC’
  • ‘NU36 Unprocessed COC W/L item deleted, address correct’
  • ‘NU39 TC664 issued to Ap1/2 at updated/previous address’
  • ‘NU40 TC664 to customer 1/2 returned DD/MM/YYYY. Address (ADDRESS) returned RLS. RLS set for customer 1/2. Corres destroyed. Confirmation of both customers’ addresses required if customer phones’
  • ‘*\*PLEASE READ** NU41 TC664 issued to customer 1/2 returned RLS DD/MM/YYYY for (ADDRESS). RLS marker set for customer 1/2. Corres destroyed. TC664 issued to customer 1/2 at previous address (ADDRESS)’

and

  • any other action that you haven’t already recorded.

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