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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Claims: capture (A-C): claim forms with attachments - sifting at Netherton

Version 4.0

Changes to previous version - numerous amendments from step 3 onwards.

Background

If an attachment is received with a TC600 claim form it can’t be captured by Rapid Data Capture (RDC). These claim forms are collected at regular intervals by Netherton managers and distributed for sifting.

The teams sift the attachments and identify if any of the attachments can be re-directed, then the TC600 claim forms are captured under the normal process and don’t have to be manually captured.

Some claim forms have to be manually captured if they are

  • issued by the Specialist Trace Unit (STU)
  • damaged
  • large print claims
  • claims with additional child or childcare pages on them
  • old claim forms

or

  • Welsh language claim forms.

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 or Data Security Team for advice.

Step 1

Netherton staff collect the TC600 claim forms with attachments that are set aside by Fujitsu at regular times of the day depending on volumes

  • note the intake of work on the whiteboard
  • go to .

Step 2

Take a tub of work from the trolley ensuring the oldest date is taken first

  • remove the claim form and attachments from the envelope. Ensure nothing is left in the envelope
  • check all pages of the claim form. Look out for post it notes or small pieces of correspondence containing information

Note: If the tub contains recorded delivery or special delivery envelopes, complete the ‘Delivery’ spreadsheet with all the relevant details.

  • go to .

Step 3

If the claim for is a Priority 1 - identified by a red ‘Priority 1 COCs Team’ stamp on the envelope or claim form

  • date stamp the claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put all the correspondence and the claim form back in the envelope and place them in the appropriate tray
  • take no further action.

If the claim form isn’t a Priority 1 - identified by a red ‘Priority 1 COCs Team’ stamp on the envelope or claim form,go to .[]()

Step 4

If the claim form is a Welsh language claim form

  • date stamp the TC600 claim form with the big date stamp
  • send the TC600 claim form to the Welsh Language Unit (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  
  • take no further action.

  • If the claim form isn’t a Welsh Language claim form, go to .[]()

Step 5

If the claim form is Fast Track - identified by a fast track stencil with the claim form

  • date stamp the claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put all the correspondence and the claim form back in the envelope and place them in the appropriate tray
  • take no further action.

If the claim form isn’t Fast Track - identified by a fast track stencil with the claim form,go to .[]()

Step 6

If the claim form is Lone Parent Obligation - identified by a lone parent obligation stencil with the claim form

  • date stamp the claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put all the correspondence and the claim form back in the envelope and place them in the appropriate tray
  • take no further action.

If the claim form isn’t Lone Parent Obligation - identified by a lone parent obligation stencil with the claim form,go to .[]()

Step 7

If the claim form has got a TC1022 letter attached to it

  • date stamp the claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put all the correspondence and the claim form back in the envelope and place them in the appropriate tray
  • take no further action.

If the claim form hasn’t got a TC1022 letter attached to it, go to .[]()

Step 8

If the claim form has got an old claim form letter attached to it

  • date stamp the claim form in red using the large date stamp
  • put your initials in the top left hand corner
  • put all the correspondence and the claim from back in the envelope
  • place the claim form in the ‘Manual Capture’ tray
  • take no further action.

If the claim form hasn’t got an old claim form letter attached to it,go to .

Step 9

Follow the guidance in TCM0066280.

If the claim form doesn’t need referring, go to .

If the claim form does need referring

  • date stamp the claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put all the correspondence in the claim form
  • put the claim form in the appropriate tray
  • take no further action.

Step 10

Check what the correspondence is with the claim form.

If the correspondence is a request for backdating excluding where there has been a request due to a household breakdown

  • date stamp the correspondence using the big date stamp
  • write the customer’s NINO or date of birth on the correspondence
  • send the correspondence to the Backdating Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  
  • go to .

If the correspondence is a TC823a letter

  • date stamp the correspondence using the big date stamp
  • write the customer’s NINO or date of birth on the correspondence
  • send the correspondence to the Backdating Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

If the correspondence is a TC1021 letter stapled to the front of the TC600 claim form

  • date stamp the correspondence using the big date stamp
  • date stamp the TC600 claim form in red using the small date stamp
  • put your initials in the top left hand corner.
  • go to .

If the correspondence is a Child Benefit claim form

  • date stamp the Child Benefit claim form using the big date stamp

Note: Don’t stamp or staple any valuable items.

  • place the correspondence, including birth certificates inside the Child Benefit claim form
  • put the Child Benefit claim form in the ‘Child Benefit IN’ tray
  • take no further action.

If the correspondence is a notification of death

  • date stamp the correspondence using the big date stamp

Note: Don’t stamp or staple any valuable items.

  • write the customer’s NINO or date of birth on the correspondence
  • date stamp the TC600 claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put the correspondence in the claim form
  • put the claim form in the ‘Priority 1 IN’ tray
  • take no further action.

If the correspondence is a non-valuable or non-relevant item that belongs to the customer

  • complete the ‘Returns’ letter using mail merge, use the address on the claim form
  • place the letter and correspondence in a sealed envelope
  • place the envelope in the tax credits ‘Post out’ tray.
  • go to .

If the correspondence is a self assessment form

  • date stamp the correspondence
  • pass to the relevant team in Comben House.
  • go to .

If the correspondence is a stamp duty form

  • date stamp the correspondence
  • pass to the relevant team in Comben House.
  • go to .

If the correspondence is a construction industry form

  • date stamp the correspondence
  • pass to the relevant team in Comben House.
  • go to .

If the correspondence is a health in pregnancy grant form

Note: The Government proposes to end the Health In Pregnancy Grant (HiPG) from 01/01/2011. Women who reach the 25th week of pregnancy before 01/01/2011 will still be entitled to the grant providing they satisfy the conditions of the grant.

  • date stamp the correspondence
  • pass to the relevant team in Comben House.
  • go to .

If the correspondence is a form for another government department

  • date stamp the form using the big date stamp
  • place the form in the ‘Preston post room In’ tray
  • date stamp the form in red using the small date stamp
  • put your initials in the top left hand corner

Note: If you are unsure speak to your manager.

  • go to  

Step 11

Other correspondence received with the claim form

If the correspondence is information relating to a change in the customer’s circumstances, relevant correspondence, P60 or items of correspondence relating to tax credits

  • date stamp the correspondence using the big date stamp

Note: Don’t date stamp or staple any P60.

  • write the customer’s NINO or date of birth on the correspondence
  • date stamp the TC600 claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put the correspondence in the claim form
  • put the claim in the appropriate tray
  • take no further action.

If the correspondence is a request for backdating where there has been a household breakdown

  • date stamp the correspondence using the big date stamp
  • write the customer’s NINO or date of birth on the correspondence
  • date stamp the TC600 claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put the correspondence in the claim form
  • put the claim form in the appropriate tray
  • take no further action.

If the correspondence is a Child Benefit claim form

  • date stamp the Child Benefit claim form using the big date stamp

Note: Don’t stamp or staple any valuable items.

  • place the correspondence, including birth certificates inside the Child Benefit claim form
  • put the Child Benefit claim form in the ‘Child Benefit IN’ tray
  • take no further action.

If the correspondence is a notification of death

  • date stamp the correspondence using the big date stamp

Note: Don’t stamp or staple any valuable items.

  • write the customer’s NINO or date of birth on the correspondence
  • date stamp the TC600 claim form in red using the small date stamp
  • put your initials in the top left hand corner
  • put the correspondence in the claim form
  • put the claim form in the ‘Priority 1 IN’ tray
  • take no further action.

If the correspondence is a child’s UK birth certificate

  • put all the correspondence and the claim form back in the envelope
  • date stamp the envelope using the big date stamp

Note: Don’t stamp or staple any birth certificates.

  • put the envelope in the appropriate tray
  • take no further action.

If the correspondence is a valuable item

  • put all the correspondence and the claim form back in the envelope
  • date stamp the envelope using the big date stamp

Note: Don’t stamp or staple any valuable items.

  • pass the envelope to the Valuables Clerk
  • take no further action.

Step 12

If the claim form is any of the following

  • issued by the Specialist Trace Unit (STU)

Note: These are identified by STU stamped in red on the front of the claim form or a claim form with a TC1021 letter attached.

  • damaged barcode
  • badly damaged (including missing pages)
  • burnt pages
  • large print
  • two additional child or childcare provider pages attached
  • barcode on TC600 and TC600A are different
  • change of circumstances and/or P60 attached

then

  • the claim form requires manual capture

    • date stamp the TC600 claim form in red using the small date stamp
    • put your initials in the top left hand corner
    • place the claim form in the ‘Manual Capture’ tray
    • take no further action.

If the claim form is none of the above, go to .

Step 13

Pass the claim form to be captured by Rapid Data Capture (RDC)

  • put your initials in the top left hand corner
  • put the claim form in the original tub with the header sheet on the top initialled and dated
  • Place any correspondence in the ‘appropriate’ tray.