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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Claims - capture (L-P): Lone Parent Obligation - new claims

Version 2.0

Changes to previous version - amended guidance. Amended email address at step 8.

Checklist

Before you follow this guidance make sure

  • you 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 and Access Process’, and then selecting ‘Roles & Access Catalogue’ from the Related links menu.

Background

The Department for Work and Pensions (DWP) Lone Parent Obligation (LPO) project means that lone parents will move from Income Support (IS) to income-based Jobseeker’s Allowance (JSA(IB)) or income-related Employment and Support Allowance (ESA(IR)). Responsibility for the financial support for their children will be transferred to Child Tax Credit (CTC) by the end of 2011.

New functionality was introduced on 06/04/2010 to allow a customer’s CTC claim to be set up in advance of their IS ceasing.

DWP will invite customers to an interview to change their benefit and complete a tax credits claim form. If they

  • sign the claim form, the claim will be treated as voluntary
  • don’t attend the interview or don’t wish to claim tax credits, the claim form will be completed by DWP and treated as deemed.

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

If you are dealing with a new LPO claim, go to .

If you are dealing with a returned written enquiry to the customer on an LPO claim, go to .

If Compliance have emailed you to state they have dealt with your referral, go to .

If you have received a reply to a ‘Blocking check stencil’, go to .

If you wrote to the customer for information about the LPO claim and the BF date has expired, go to .

If you are checking if the claim is processed and a decision made on the LPO case, go to .

If the 48-hour BF period to check if a payment schedule has been set up has expired, go to .

Step 2

Check if the LPO referral is complete and the minimum data set is on the claim form

  • make a note of the information you have checked. For hoe to do this, TCM1000277 

Note: The minimum data needed to register a claim form is surname and NINO or surname and date of birth.

If the LPO referral is complete and the minimum data set is on the claim form, go to .

If the LPO referral isn’t complete or the minimum data set isn’t on the claim form, go to .

Step 3

Contact the DWP office who issued the LPO referral to obtain the missing information.

If you obtain the missing information, go to .

If you can’t obtain the missing information, go to .

Step 4

Check the LPO referral to establish the received and effective dates of the claim

Note: If the claim is deemed, the received date will be today’s date and the effective date will be the date IS ends plus one day.

Note: If the claim is voluntary, the received date is the date of the DWP interview and the effective date will be the date IS ends plus one day.

  • make a note of the received and effective dates
  • go to .

Step 5

Determine if the effective date is more than 12 weeks from the received date

If the effective date is more than 12 weeks from the received date, go to .

If the received date is in the current year (CY) and the effective date is in CY+1, go to .

If the effective date is less than 12 weeks from the received date, go to .

Step 6

Capture the claim and / or new details on the tax credits computer. Follow the guidance in Manual capture help card

Note: You have already determined the received and effective dates of the claim.

Note: If you subsequently discover on a post award claim that you have entered an incorrect effective date, this can only be corrected if the correct date is an earlier date.

Note: Always select ‘Process’ on the ‘Summary Information’ screen after capturing the available details.

Note: Only send casepapers to storage when the claim is in payment.

  • update Application Notes with the message QL01 from TCM0170020. For how to do this, use TCM1000028 
  • wait 3 to 24 hours to ensure the claim is processed
  • take no further action until the claim is processed.

Step 7

Check the tax credits computer to

  • confirm the status of the claim and therefore whether or not a decision has been made

and, if necessary

  • check what is preventing a decision being made on the newly-captured LPO claim. For how to do this, use TCM1000278 

If the claims status is ‘Award issued’, go to .

If the claims status is anything else, go to .

Step 8

If the claims status is ‘Awaiting Award’ or ‘Partially Captured’ because there is missing information or the claim is subject to a verification failure, go to .

If the claims status is ‘Awaiting Award’ because there is a Compliance check

  • complete the claim details on the Compliance spreadsheet
  • BF the case for 14 days
  • take no further action.

If the claims status is ‘Awaiting Award’ because there is a ‘Blocking Message’ in the ‘Application Notes’ field

  • complete the electronic ‘Blocking check stencil’ held by your manager
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • BF the case for 14 days
  • take no further action.

Step 9

Note: You will need to obtain any missing information and deal with any verification failures that have been created.

Obtain the missing information and/or process the verification failure. To do this

  • follow the guidance in TCM0094080 to contact the customer by phone and obtain the missing information

and/or

  • follow the relevant guidance in TCM0078000 to process the verification failure.

If you are able to process the verification failure, go to .

If there is no verification failure and you have been able to obtain all of the missing information over the telephone, go back to .

If there is no verification failure and you have been unable to obtain any of the missing information over the telephone

  • write to the customer for the missing information
  • BF the case for 14 days
  • take no further action.

If there is no verification failure and you have been able to obtain some but not all of the missing information over the telephone

  • write to the customer for the missing information
  • BF the case for 14 days
  • take no further action.

Step 10

Check the tax credits computer to check if a payment schedule has been set up so that the award can be paid. For how to do this, use TCM1000074.

If a payment schedule has been set up

  • return any of the customers personal documents to them
  • update Household Notes with the message QL01 from TCM0170020. For how to do this, use TCM1000001 
  • put any correspondence to be retained inside the folded claim form
  • put the folded claim form in a clear wallet
  • send the wallet to storage. Follow the guidance in TCM0074140 
  • take no further action.

If a payment schedule hasn’t been set up and the case hasn’t already been put in BF for 48 hours

  • update Household Notes with the message QL01 from TCM0170020. For how to do this, use TCM1000001 
  • BF the case for 48 hours
  • save the case papers in the BF run
  • take no further action.

If a payment schedule hasn’t been set up and the case has already been put in BF for 48 hours

  • refer the case to your Technical Advice Line Liaison Officer (TALLO) for them to contact the Technical Advice Line (TAL)
  • return any of the customers personal documents to them
  • put any correspondence to be retained inside the folded claim form
  • put the folded claim form in a clear wallet
  • send the wallet to storage. Follow the guidance in TCM0074140 
  • take no further action.

Step 11

Return the LPO referral to DWP.