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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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Miscellaneous (P to V): claim or work item - action to take before processing

 

Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance. 
  • you’re in the correct MU. Use TCM0322460 for the correct MU number
  • the correspondence you have is in the correct area. If it isn’t relevant to your area identify the correct area by using the post distribution list
  • you can make the changes. Follow the guidance in TCM0042260.

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.

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Step 1

Note: You need to work through all of this guidance to make sure you can process the claim or work item you are dealing with.

Note: If the case has a household note with RTI income check with the prefix NM, Do Not make any income changes.

Check for Compliance activity. Follow the guidance in TCM0134420

If there is no compliance activity or you are told you can continue to process the claim or work item, go to Step 2.

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Step 2

Check for identity fraud. Follow the guidance in TCM0134460

If there is no identity fraud, go to Step 3.

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Step 3

Check if the claim is a Complex case, A2 case, Croatian case, EEA case or a Right to Reside case. Follow the guidance in TCM0284140

If the claim is not a Complex case, A2 case, Croatian case, EEA case or a Right to Reside case, go to Step 4.

If you are dealing with a custodial case or a case that has been returned RLS with an abroad address

  • check to see if the Complex case marker is set

Note: If the Complex case marker is not set then the case can be actioned as normal without the need to refer to the International Complex teams. If the Complex case marker is set then the case should be referred to the International Complex teams for their action.

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Step 4

Check Application Notes or Household Notes for the messages NE01 or NE02. For how to do this, use TCM1000021 (Application Notes) or TCM1000067 (Household Notes).

If either message is shown

  • refer the claim to the 4WRO Budget Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • go to Step 5.

If neither message is shown, go to Step 6.

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Step 5

Check the status of the claim. For how to do this, use TCM1000025.

If the case is pre-award

  • update Application Notes with the action you have taken. For how to do this, use TCM1000028
  • take no further action.

If the case is post award

  • update Household Notes with the action you have taken. For how to do this, use TCM1000001
  • take no further action.

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Step 6

Check Application Notes or Household Notes for any messages about the customer’s preferred method of communication. For how to do this, use TCM1000021 (Application Notes) or TCM1000067 (Household Notes).

If there are any messages about the customer’s preferred method of communication

  • take the appropriate action - for example, if message NL01 is present, follow the guidance in Typetalk
    then
  • go to Step 7.

If there are no messages about the customer’s preferred method of communication, go to Step 7.

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Step 7

Check Application Notes or Household Notes for any other messages that may affect the action you are going to take. For how to do this, use TCM1000021 (Application Notes) or TCM1000067 (Household Notes). If applicable, take the appropriate action.

For example: if there are any messages from Internal Governance, Quality Assurance Team or Internal Governance Civil Investigations (IGCI), you must speak to that team before taking any action.
 

then, if there aren’t any other messages that may affect the action you are going to take or you are told you can continue with the case

  • return to the guidance you were previously following.