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HMRC internal manual

Tax Credits Manual

Contact - customers and employers: manual reminder cycle - pre-award (AG)

To manage the manual reminder cycle pre-award, consider steps 1 to 9.

Step 1

Use Function MAINTAIN WORKLIST to

  • call up the work list that you want for the appropriate Management Unit
  • filter the selected work list so that only those with an Action Date of today or earlier are listed.

For more guidance about filtering work lists, use TCM0140180.

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Step 2

For each entry on the filtered list, use Function VIEW APPLICATION and check the Notes field on the Application Information screen to check if a reminder for the outstanding information has been issued.

  • If a reminder hasn’t been issued, go to Step 3.
  • If a reminder has been issued, go to Step 9.

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Step 3

Use Function VIEW APPLICATION to

  • identify the information that you need from the Notes field on the Application Information screen
  • check if a contact phone number is available.

    • If there is a phone number, go to Step 4.
    • If there isn’t a phone number, go to Step 6.

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Step 4

Phone the customer at the contact number obtained from the computer or from Directory Enquiries. Follow the guidance in TCM0094080.

  • If you are able to contact the customer by phone, go to Step 5.
  • If you aren’t able to contact the customer by phone, go to Step 6.

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Step 5

Ask the customer for the information you need or remind them to send the enquiry back within the next 14 days. If the customer

  • can’t supply the information you need

    • explain that the decision on their claim will be based on the information already supplied
    • this may mean a lower award or no entitlement to tax credits

    then

    • If you still can’t obtain the information you need (This content has been withheld because of exemptions in the Freedom of Information Act 2000) , go to Step 9.
  • can supply the information you need, use Function CAPTURE APPLICATION to

    • enter the information you have obtained.

    Note: Provided you have entered all the information required, the work item will be deleted.

    • enter the date the information was received in the Application Notes field on the Summary Information screen

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

    • no further action required.

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Step 6

Send a manual reminder form TC609 to the customer.

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Step 7

Record the issue of the manual reminder. To do this

  • use Function CAPTURE APPLICATION to update the Application Notes field

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

then

  • record your action on the tax credits MIS Work Management System.

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Step 8

Use Function MAINTAIN WORKLIST to amend the Action Date to 14 days after the date the reminder is issued, making sure that the Retained checkbox is selected

  • If the enquiry is returned within the 14-day period, use Function CAPTURE APPLICATION to

    • enter the information you have obtained

    Note: Provided you have entered all the information required, the work item will be deleted.

    • enter the date the information was received in the Application Notes field on the Summary Information screen

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

    • no further action required.
  • If the enquiry isn’t returned within the 14-day period, go to Step 9.

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Step 9

If you haven’t received a reply 14 days after the issue of a reminder, phone the customer one more time to obtain the information you need. Follow the guidance in TCM0094080.

  • If you obtain the information you need, use Function CAPTURE APPLICATION to

    • enter the information you have obtained.

    Note: Provided you have entered all the information required, the work item will be deleted.

    • enter the date the information was received in the Application Notes field on the Summary Information screen

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

    • no further action required.
  • If you don’t obtain the information you need (This content has been withheld because of exemptions in the Freedom of Information Act 2000) , the next action you take will depend on

    • the status of the claim at the time

    and

    • the information you are trying to obtain. For details of the action to take, follow the guidance in the specific Action Guide for the task you are currently undertaking.