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HMRC internal manual

Tax Credits Manual

Miscellaneous (W to Z): Work lists - overview (Info)

Work lists draw your attention to matters that may need attention. Entries appear on the lists because

  • you’ve taken an action
  • the computer has reviewed the record.

Work lists

  • are a major part of the tax credits computer system
  • provide up-to-date on-screen displays of categories of cases needing review.

Using Function MAINTAIN WORKLISTS, you can access any work list available to your user role applicable to your office or Management Unit.

Many of the functions you need to use to deal with work items can be accessed quickly from this function.

By working from the lists you can

  • check and deal with all the entries that need the same type of action
  • put cases in order automatically
  • work cases in the order that suits you best
  • get work done more efficiently
  • check what’s urgent
  • check the overall picture for a case.

There are different types of work list

  • lists showing that specific action is needed
  • lists for controlling routine work
  • lists for managers to check the work state.

Local management should develop a policy for handling work lists so that users know

  • which work lists should be reviewed, and by whom
  • how often to review them
  • what action to take as a result.

Note: Guidance on how to action entries on a specific work list is detailed in the section to which the work list relates - for example, use TCM0076040 for guidance on how to action entries on the Incomplete Applications work list.