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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Note: This guidance provides Standardised Messages for Physical Change of Circumstances. Standardised Messages for other changes of circumstance are listed in TCM0164040.

Physical Change of Circumstances occur when an item of correspondence is received from a customer or their agent informing Tax Credit Office (TCO) of a change in their circumstances.

Employment (codes NA01 to NA13)
Benefits (codes NC01 to NC08)
Work (codes NC11 to NC25 and NE01 to NE70)
Income (codes NC26 to NC34 and NF01 to NF04)
Children (codes NC35 to NC50 and NG01 to NG15)
Childcare (codes NC51 to NC60 and NJ01)
Payments (codes NC61 to NC67)
Customer change (codes NC71 to NC80 and NL01 to NL13)
Letters and BF cycle (codes NC81 to NC86)
Miscellaneous (codes NC91 to NC98 and  ND01 to ND23) 

Standardised reference

Please ensure that the relevant standardised reference shown below is added to the end of the message. For more information see TCM0152090

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’

Employment

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NA01 - Unable to deal with the change of circumstances. Unable to contact (enter customer’s name) for (state what details are missing). (Include date notified and the date(s) the change actually occurred). (Include BF date if reminder cycle has been set) Self-explanatory.
NA02 - Contacted (enter customer’s name) but have not obtained all the required information (state what details are missing). (Include date notified and the date(s) the change actually occurred). (Include BF date if reminder cycle has been set) Self-explanatory.
NA03 - Ended (state employed or self-employed) and started new job (state employed or self-employed) within 7 days. (Include date notified and the date(s) the change actually occurred) Self-explanatory.
NA04 - (Enter customer’s name) informed us within 1 month, hours qualified them for WTC, left include from date and filled gap from the day after the ‘old’ job ended to the day before new job started with the ‘old’ hours Self-explanatory.
NA05 - (Enter customer’s name) informed us within 1 month, hours did not qualify them for WTC, left include from date Self-explanatory.
NA06 - Change now more than 1 month, hours qualified them for WTC, not increased the max award. Include from date changed to job start date, filled gap from the day after the ‘old’ job to the day before new job started with the new hours Self-explanatory.
NA07 - Change now more than 1 month, hours did not qualify them for WTC, not increased the max award. Include from date changed to job start date Self-explanatory.
NA08 - (Enter customer’s name) failed to notify us within 1 month, hours qualified them for WTC, increased the max award, left include from date, filled gap from ‘old’ job to 1 month limit. (Notified today) Self-explanatory.
NA09 - (Enter customer’s name) failed to notify us within 1 month, hours qualified them for WTC, increased the max award, left include from date, filled gap from ‘old’ job to 1 month limit. (Notified before today) Self-explanatory.
NA10 - (Enter customer’s name) failed to notify us within 1 month, hours did not qualify them for WTC, increased the max award, no action is required on History Self-explanatory.
NA11 - (Enter Employer’s name) (cannot be contacted by telephone / cannot provide info within 2 days / will not provide the information over the phone), LFC issued DD/MM/YY (Enter details required) Self-explanatory.
NA12 - (Enter Employer’s name) did not reply to LFC, reminder LFC issued DD/MM/YY (Enter details required) Self-explanatory.
NA13 - (Enter Employer’s name) did not reply to initial or reminder LFC. No further action taken Self-explanatory.

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Benefits

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC01 - COC (insert details) end (IS/JSA) (DD/MM/YY). Start new work (DD/MM/YY). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC02 - COC (insert details) start PC (DD/MM/YY). Corre rec (DD/MM/YY) from (source) Self-explanatory.
Note: PC was previously known as MIG.    
  NC03 - (Benefit) start date of (DD/MM/YY) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
  NC04 - COC (insert details) end wk (DD/MM/YY). Start (IS/JSA/ESA) (DD/MM/YY). Corre rec (DD/MM/YY) from (source) Self-explanatory.
  NC05 - DLA/PIP (insert start date) from (DD/MM/YY) for (insert details) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
  NC06 - (Benefit) End date of (DD/MM/YY) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
  NC07 - (Benefit) Include From date changed on DDMMYY to match (Benefit) start date Self-explanatory.
  NC08 - Complex case. Transferred to Complex team (DD/MM/YY) Self-explanatory.

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Work

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC11 - COC for (clmt1/clmt2) (insert details) hrs wkd from (xx) to (xx) start (DD/MM/YY). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC12 - CoC (clmt 1/clmt 2) hrs wkd changed from (XX) to (XX) on (DD/MM/YY) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC13 - COC (clmt1/clmt2) (insert details) new work details (No hrs). Start (DD/MM/YY). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC14 - Employment end date of (DD/MM/YY) with (old employer and PAYE). New employer from (DD/MM/YY) is (name and PAYE) entered on system (clmt1/clmt2). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC15 - Employment (end date/start date) of (DD/MM/YY) with (Employer’s name and PAYE) entered on system for (clmt1/clmt2). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC16 - COC (insert details) for (clmt1/clmt2) emp ref. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC17 - 60+(Start/End date) of (DD/MM/YY) for (clmt 1/clmt 2) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC18 - UTR number (details) for (clmt 1/clmt 2) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC19 - S/E (start date/end date) of (DD/MM/YY) for (clmt 1/clmt 2) entered on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC20 - Referral sent DD/MM/YY to *** team to process 4 week run on payment Self-explanatory.
NC21 - Customer on strike for less than 10 days. Date went on strike DD/MM/YY. Date returned to work DD/MM/YY Self-explanatory.
NC22 - Customer (enter customer’s name) reported being on strike no current eligibility Self-explanatory.
NC23 - Customer (enter customer’s name) on strike for more than 10 consecutive days but still eligible during strike action. Asked that they contact us again when they return to work after strike action. Went on strike DD/MM/YY Self-explanatory.
NC24 - Customer (enter customer’s name) reported being on strike for more than 10 consecutive days but claim is ceased/rejected/no longer eligible during strike action (delete as appropriate). Customer invited to make a fresh claim Self-explanatory.
NC25 - Strike action. Customer has more than 1 job. (enter strike action job details) ended DD/MM/YY. Hours for remaining job(s) started from DD/MM/YY Self-explanatory.
Message Explanation
NE01 - 28 day effective date case. Case held on GrpXX. Change reported DD/MM/YY, job ended DD/MM/YY. New effective date of change is DD/MM/YY. Run on period is DD/MM/YY - DD/MM/YY Notification of a change of circumstances reported which entitles the customer to a 28-day extension of WTC.
NE02 - 28 day effective date case referred to TCO. Actual date *hours reduced / *job ended (delete as appropriate) DD/MM/YY, actual start date of *new hours / *employment DD/MM/YY. 28 day effective period DD/MM/YY to DD/MM/YY referral sent Notification of a change of circumstances reported to the Contact Centre that entitles the customer to a 28-day extension of WTC. Referred to TCO.
NE03 - 28 day effective case CoC actioned, actual date hrs reduced/job ended (delete as appropriate) DD/MM/YY. Actual start date of new hrs/employment DD/MM/YY (delete as appropriate) 28 day effective period DD/MM/YY to DD/MM/YY Self-explanatory.
This Note no longer used from 23 September 2010  
NE04 - 28 day effective date case, TC1029 issued DD/MM/YY Self-explanatory.  
  NE05 - Increased/Decreased hours from X to X. Clmt failed to inform us within 1 month, Can only backdate for max of 1 month. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY Customer has increased or decreased their hours in their job either employed or self-employed.
Change increased the max award. Additional hours history has been created up to one month prior to today’s date.    
  NE06 - Increased/Decreased hours from X to X. Clmt failed to tell us within 1 month. Include from date changed and claim backdated more than 1 month. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY Customer has increased or decreased their hours in their job either employed or self-employed.
Change didn’t increase max award, claim backdated more than one month.    
  NE07 - Decreased working hours from X to X. Clmt informed us of change within 1 month, left include from date as automatically displayed. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY Customer has decreased their hours in their job either employed or self-employed.
  NE08 - Decreased working hours from X to X. (Clmt’s name) failed to inform within 1 month. claim backdated for more than 1 month. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY Customer has decreased their hours in their job either employed or self-employed.
Include from date changed.    
  NE09 - (Clmt’s name) notified us within 1 month, include from date changed to day after new effective period. Filled gap from day after new effective date to the day before new job started with the other job(s) hours Self-explanatory.
  NE10 - (Clmt’s name) notified us within 1 month, change now more than 1 month. Include from date changed to day after new effective period. Filled gap from day after new effective period to day before new job started with the other job(s) hours Self-explanatory.
  NE11 - Ended job has one or more other job recorded on system & started new job outside 28 days. Date notified DD/MM/YY, date the change occurred DD/MM/YY, new effective date DD/MM/YY (Clmt’s name) told us within 1 month Customer has ended their job (employed or self-employed).
Include from date left as auto-displayed.    
  NE12 - Ended job has other jobs on the system, started new job outside 28 days. Date notified DD/MM/YY, date the change occurred DD/MM/YY and new effective date DD/MM/YY, Clm’t failed to tell us within 1 month, and backdated more than 1 month Customer has ended their job (employed or self-employed).
Include from date changed.    
  NE13 - Ended job has one or more other job recorded on the system and started new job outside 7 days. Date notified DD/MM/YY, date the change occurred DD/MM/YY Customer has ended their job (employed or self-employed).
  NE14 - (clmt’s name) told us within 1 month, left include from date unchanged, filled gap from the day after the ‘old’ job to the day before new job started with the other job(s) hours Self-explanatory.
  NE15 - (clmt’s name) told us within 1 month, change now more than 1 month. Include from date changed to new job start date, filled gap from day after the ‘old’ job to the day before new job started with other job hours Self-explanatory.
  NE16 - More than 1 month before today’s processing date because customer failed to notify us they left main job, has other jobs and started another main job outside 7 days. Due to complexity, case NINO sent to TALLO Self-explanatory.
  NE17 - Ended main job set other job on computer as main job. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY. Clmt failed to tell us of change within 1 month, claim backdated for more than 1 month Customer has ended their job (employed or self-employed).
Include from date changed.    
  NE18 - Ended main job, set other job on computer as main job. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY. Clmt told us of change within 1 month, left include from date as automatically displayed Customer has ended their job (employed or self-employed).
  NE19 - Ended main job, set other job on computer as main job. (clmt’s name) told us within 1 month, left include from date as displayed, include date notified DD/MM/YY and the date the change occurred DD/MM/YY Customer has ended their job (employed or self-employed).
No action required in history.    
  NE20 - Ended main job, set other job on computer as main job. Clmt failed to tell us within 1 month. Change can only be backdated for a max of 1 month prior to today’s date. Date notified DD/MM/YY and date the change occurred DD/MM/YY Customer has ended their job (employed or self-employed).
Increased the max award.    
  NE21 - Ended main job and set other job on computer as main job. Clmt failed to tell us within 1 month, Change can only be backdated for a max of 1 month prior to notified date. Date notified DD/MM/YY and date the change occurred DD/MM/YY Customer has ended their job (employed or self-employed).
Increased the max award.    
  NE22 - Ended main job and set other job on computer as main job. Clmt told us of the change within 1 month, change has not yet been applied. Claim backdated more than 1 month. Date notified DD/MM/YY and date the change occurred DD/MM/YY Customer has ended their job (employed or self-employed).
Include from date changed.    
  NE23 - Ended main job set other job on computer as main. Clmt failed to tell us within 1 month. Include from date changed, claim backdated more than 1 month. Date notified DD/MM/YY and date change occurred DD/MM/YY Customer has ended their job (employed or self-employed).
Not increased the max award.    
  NE24 - Ended job and started new job within 28 days. Date notified DD/MM/YY, the date the change occurred DD/MM/YY and the new effective date DD/MM/YY. Clmt informed us within 1 month Customer has ended their job and started a new job (employed or self-employed).
Left include from date as automatically displayed’.    
  NE25 - Ended job and started new job within 28 days. Date notified DD/MM/YY, date the change occurred DD/MM/YY and the new effective date DD/MM/YY. Clmt failed to tell within 1 month, claim backdated more than 1 month Customer has ended their job and started a new job (employed or self-employed).
Include from date changed.    
  NE26 - Ended job and started new job outside 28 days. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY. Clmt told us within 1 month Customer has ended their job and started a new job (employed or self-employed).
Left include from date as automatically displayed.    
  NE27 - Ended job and started new job outside 28 days. Date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY. Clmt failed to tell us within 1 month, claim backdated more than 1 month Customer has ended their job and started a new job (employed or self-employed).
Include from date changed.    
  NE28 - Ended job and started new job outside 7 days. Clmt failed to tell us within 1 month. Change can only be backdated for a max of 1 month prior to today’s date. Date notified DD/MM/YY and date change occurred DD/MM/YY Customer has ended their job (employed or self-employed).

Increased the max award.

No action in history.

Left include from date as auto-displayed.    
  NE29 - Ended job and started new job outside 7 days. Clmt told us within 1 month, left include from date as displayed, no action required in history. Date notified DD/MM/YY and date change occurred DD/MM/YY Customer has ended their job and started a new job (employed or self-employed).
  NE30 - Ended job and started new job outside 7 days. Clmt failed to tell us within 1 month. Change can only be backdated for a max of 1 month prior to notified date. Date notified DD/MM/YY and date the change occurred DD/MM/YY Customer has ended their job and started a new job (employed or self-employed).
Increased the max award.    
  NE31 - Ended job and started new job outside 7 days. Clmt told us within 1 month, change not applied, include from date changed, claim backdated more than 1 month. Date notified DD/MM/YY & date change occurred DD/MM/YY Customer has ended their job and started a new job (employed or self-employed).
  NE32 - Ended job and started new job outside 7 days. Clmt failed to tell us within 1 month, Changed include from date and backdated for more than 1 month. Date notified DD/MM/YY and date the change occurred DD/MM/YY Customer has ended their job and started a new job (employed or self-employed).
Not increased the max award.    
  NE33 - Ended only job for (enter customer’s name). Date notified DD/MM/YY, date the change occurred DD/MM/YY and new effective date DD/MM/YY Self-explanatory.
  NE34 - Ended only job for (enter customer’s name). Include date notified DD/MM/YY and the date change actually occurred DD/MM/YY Self-explanatory.
  NE35 - (enter customer’s name) now in receipt of IS/JSA/ESA/PC start date is –/–/– Date notified DD/MM/YY and the date the change occurred DD/MM/YY Self-explanatory.
  NE36 - Clmt on strike more than 10 days. date notified DD/MM/YY, date change occurred DD/MM/YY. Job ended, new hours for remaining job entered. Clmt eligible during strike, asked to contact us when return to work Self-explanatory.
  NE37 - Clmt on strike more than 10 days date notified DD/MM/YY, date change occurred DD/MM/YY. Job ended *new hours for remaining job entered. Clmt not eligible during strike action, asked to contact when return to work Self-explanatory.
  NE38 - Clmt on strike has more than 1 job (enter strike action job details) ended DD/MM/YY. Date notified DD/MM/YY, date change occurred DD/MM/YY. Hrs for remaining job started from DD/MM/YY Self-explanatory.
  NE39 - Strike action. Customer’s job ended DD/MM/YY. Date notified DD/MM/YY, date the change occurred DD/MM/YY Self-explanatory.
  NE40 Increased/Decreased hours from X to X Clmt told us within 1 month, change not yet applied, include from date changed and claim backdated more than 1 month. Date notified DD/MM/YY and date the change occurred DD/MM/YY Self-explanatory.
  NE41 - Ended job has other jobs on the system and started new job outside 7 days. date notified DD/MM/YY, date change occurred DD/MM/YY and new effective date DD/MM/YY. Clmt told us within 1 month. Customer has ended their job and started a new job (employed or self-employed).
Include from date left as auto-displayed.    
  NE42 - Ended job has one or more other job(s) on system, started new job outside 7 days. Date notified DD/MM/YY, date change occurred DD/MM/YY & new effective date DD/MM/YY. Clmt failed to tell us within 1 month. Backdated more than 1 month Customer has ended their job and started a new job (employed or self-employed).
Include from date changed.    
  NE43 - Ended job has one or more other job(s) already on system & started new job within 7 days. Date notified DD/MM/YY and date change occurred DD/MM/YY Customer has ended their job and started a new job (employed or self-employed).
  NE44 - (Clmt’s name) told us within 1 month, hours qualified them for WTC, left include from date and filled gap from the day after the ‘old’ main job ended to the day before new main job started with the ‘old’ main job and other job(s) hours Self-explanatory.
  NE45 - (Clmt’s name) told us within 1 month, hours did not qualify them for WTC, left include from date, filled gap from the day after the ‘old’ main job ended to the day before new main job started with the other job(s) hours Self-explanatory.
  NE46 - Change more than 1 month, hours qualified them for WTC. Include from date changed to job start date, filled gap from the day after the old job ended to the day before new job started with the new hours Not increased the maximum award.
  NE47 - Change more than 1 month, hours did not qualify them for WTC, Include from date changed to job start date, filled gap from the day after the ‘old’ main job ended to the day before new main job started with the other job(s) hours Not increased the maximum award.
  NE48 - (Clmt’s name) failed to tell us within 1 month, hours qualified them for WTC, increased the max award, left include from date, filled gap from ‘old’ main job, including other job hours to 1 month limit. (Notified today) Self-explanatory.
  NE49 - (Clmt’s name) failed to tell us within 1 month, hours qualified them for WTC, increased the max award, left include from date and filled gap from ‘old’ main job, incl other job hours to 1 month limit. (Notified before today) Self-explanatory.
  NE50 - (Clmt’s name) failed to tell us within 1 month, hours did not qualify them for WTC, increased the max award, filled gap with the other job(s) hours to 1 month limit’ (Notified today) Self-explanatory.
  NE51 - (Clmt’s name) failed to tell us within 1 month, hours did not qualify them for WTC, increased the max award, and filled gap with the other job(s) hours to 1 month limit’ (Notified before today) Self-explanatory.
  NE52 - Ended job has one or more other job(s) on system and started new job within 28 days. Date notified DD/MM/YY, date change occurred DD/MM/YY & new effective date DD/MM/YY. Clmt told us within 1 month, include from date left as auto displayed Customer has ended their job and started a new job (employed or self-employed).
  NE53 - Ended job has other jobs on the system & started new job within 28 days. Date notified DD/MM/YY, date change occurred DD/MM/YY & new effective date DD/MM/YY. Clmt failed to inform within 1 month. Backdated more than 1 month Customer has ended their job and started a new job (employed or self-employed).
Include from date changed.    
  NE54 - Increased / Decreased working hours from X to X. Clmt informed us of change within 1 month, left include from date as automatically displayed. Date notified DD/MM/YY, date change occurred DD/MM/YY Self-explanatory.
  NE55 - COC check (enter claimants name) informed us on (enter date) of COC (enter details). Change not processed as claim referred to TCO for action Self-explanatory.
  NE56 - (clmt’s name) told us within 1 month, left include from date unchanged, filled gap from the day after the ‘old’ job to the day before new job started with the other job(s) hours Self-explanatory.
  NE57 - (clmt’s name) told us within 1 month, change now more than 1 month. Include from date changed to new job start date, filled gap from day after the ‘old’ job to the day before new job started with other job hours Self-explanatory.
  NE58 - More than 1 month before today’s processing date because customer failed to notify us they left main job, has other jobs and started another main job outside 7 days. Due to complexity, case NINO sent to TALLO Self-explanatory.
  NE59 - (Clmt’s name) notified us within 1 month, include from date changed to day after new effective period. Filled gap from day after new effective date to the day before new job started with the other job(s) hours Self-explanatory.
  NE60 - (Clmt’s name) notified us within 1 month, change now more than 1 month. Include from date changed to day after new effective period. Filled gap from day after new effective period to day before new job started with the other job(s) hours Self-explanatory.
  NE61 - Ended job has one or more other job recorded on system & started new job outside 28 days. Date notified DD/MM/YY, date the change occurred DD/MM/YY, new effective date DD/MM/YY (Clmt’s name) told us within 1 month Clmt has ended their job (employed or self-employed).
Include from date left as auto-displayed.    
  NE62 - Ended job has other jobs on the system, started new job outside 28 days. Date notified DD/MM/YY, date the change occurred DD/MM/YY and new effective date DD/MM/YY, Clmt failed to tell us within 1 month, and backdated more than 1 month Clmt has ended their job (employed or self-employed).
Include from date left as auto-displayed.    
  NE63 - (Clmt’s name) told us within 1 month, hours qualified them for WTC, left include from date and filled gap from the day after the ‘old’ main job ended to the day before new main job started with the ‘old’ main job and other job(s) hours Self-explanatory.
  NE64 - (Clmt’s name) told us within 1 month, hours did not qualify them for WTC, left include from date, filled gap from the day after the ‘old’ main job ended to the day before new main job started with the other job(s) hours Self-explanatory.
  NE65 - Change more than 1 month, hours qualified them for WTC. Include from date changed to job start date, filled gap from the day after the old job ended to the day before new job started with the new hours Not increased the maximum award.
     
  NE66 - Change more than 1 month, hours did not qualify them for WTC, Include from date changed to job start date, filled gap from the day after the ‘old’ main job ended to the day before new main job started with the other job(s) hours Not increased the maximum award.
  NE67 - (Clmt’s name) failed to tell us within 1 month, hours qualified them for WTC, increased the max award, left include from date, filled gap from ‘old’ main job, including other job hours to 1 month limit. (Notified today) Self-explanatory.
  NE68 - (Clmt’s name) failed to tell us within 1 month, hours qualified them for WTC, increased the max award, left include from date and filled gap from ‘old’ main job, including other job hours to 1 month limit. (Notified before today) Self-explanatory.
  NE69 - (Clmt’s name) failed to tell us within 1 month, hours did not qualify them for WTC, increased the max award, filled gap with the other job(s) hours to 1 month limit’ (Notified today) Self-explanatory.
  NE70 - (Clmt’s name) failed to tell us within 1 month, hours did not qualify them for WTC, increased the max award, and filled gap with the other job(s) hours to 1 months limit’ (Notified before today) Self-explanatory.

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Income

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC26 - (Tax Year) Actual income of (£00.00) entered for (clmt 1/clmt 2). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC27 - (Tax year) Estimated income for (insert details) changed on system from £(XXXX) to £(XXXX). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC28 - COC (insert details) PY inc updated as Actual. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC29 - COC (insert details) CY inc updated Self-explanatory.
NC30 - PY & CY inc provided prior to return of S17, CY amount entered, PY £ not entered as S17 awaited. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC31 - (clmt 1/clmt 2) notified PY income of £ before TC603D completely processed. PY income entered as estimate for CY as workaround until more accurate estimate or actual figure is available. Source of change paper. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC32- Correspondence detailing PY income change sent to DOP Self-explanatory.
NC33 - Correspondence detailing PY *income/*childcare (*delete as appropriate) for unfinalised award sent to Renewals Self-explanatory.
NC34 - Correspondence detailing PY *income/*childcare (*delete as appropriate) received on GR (your group) Self-explanatory.
Message Explanation
NF01 - free format CofC re Income (Insert details) The tax credits computer has been updated with an income change of circumstance. This has been entered onto the Free Format screen.
NF02 - COC check (enter claimants name) informed us on (enter date) of COC (enter details). Change not processed as claim referred to TCO for action Self-explanatory.
NF03 - EFAC - Change made to XXXX for XXXXX for dates XXXXXX. Caseworker ID Concentrix staff have made a change to an EFAC case
NF04 - Income updated due to statutory leave. Income updated due to statutory leave

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Children

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC35 - COC re child (Name/DOB) received (DD/MM/YY) from (source - letter/phone etc) exclusion not appropriate. Grp(xx)/Team/Initials Notification of a change of circumstances for a child regarding membership of the family, received. No valid reason for exclusion, no action taken.
NC36 - New child (full name of child) DOB (DD/MM/YY) added to claim. Paid (pay frequency). Detailed entered on system. Corre rec (DD/MM/YY) from (source Self-explanatory.
NC37 - DOR end date for (insert details) is (DD/MM/YY). Entered on system. Corre rec (DD/MM/YY) from (source) Details of the responsibility end date for the named child have been entered on the computer.
NC38 - Child (child name) left *FTE or *approved training (*delete as appropriate) (DD/MM/YY). Change not applied. Corre rec (DD/MM/YY) from (source) CTC will remain in payment for a qualifying child until 31/08/XX following their 16th birthday.
NC39 - (Start/End date) of FTNAE or *Approved training (*delete as appropriate) for (child name) is (DD/MM/YY). Entered on system. Corre rec (DD/MM/YY) from (source) Details of the start and/or end dates of full-time non-advanced education or approved training for the named child have been entered on the computer.
NC40 - COC CHB Number added. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC41 - COC New CH (name/DOB) added. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC42 - COC New CH (name/DOB) added, DOR started (DD/MM/YY). Corre rec (DD/MM/YY) from (source) New child added with a different date of birth and responsibility start date.
NC43 - New children (insert details) DOB (DD/MM/YY) to be added to claim. No trace on CBO and possible Compliance interest. Corre rec (DD/MM/YY) from (source) Twins waiting to be added to the claim haven’t been added due to Compliance activity. And no trace can be found on Child Benefit records.
NC44 - (child name) (*registered with approved body/*re entered FTNAE/Started work/*claimed IS/JSA/ESA/Tax Credit) on (DD/MM/YY). Entered on system. Corre/call rec (DD/MM/YY) from (source) Details of the start and/or end date of Connexions, local authority support services or equivalent for the named child has been entered on the computer.
NC45 - Unable to add a child & contact clmt, still need child’s DOB. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC46 - Claim updated with a new baby (name / DOB). Corre rec (D/MM/YY) from (source) Self-explanatory.
NC47 - Notified (DD/MM/YY) that (child name) registered with approved body (DD/MM/YY) unable to apply As Connexions, local authority support services or equivalent start date is more than one month from when the customer notified TCO, unable to apply the change.
NC48 - (child name) left FTE (DD/MM/YY), registered with approved body (DD/MM/YY) unable to apply As Connexions, local authority support services or equivalent start date is more than one month from when child left FTNAE, unable to apply the change.
NC49 - (child name) registered with approved body (DD/MM/YY) already in receipt of CTC until 31st August Self-explanatory.
NC50 - (child name) left connexions or equivalent (DD/MM/YY), change not applied Unless the child leaves Connexions, local authority support services or equivalent to start work, claim benefit in their own right, taken up alternative training or returned to full-time non-advanced education, CTC in respect of Connexions, local authority support services or equivalent will continue for the full 20 weeks or up to the child’s 18th birthday whichever comes first.
Message Explanation
NG01 - (Letter/Communication) received from (insert details) reporting child (insert details) died on (DD/MM/YY). Referred to Priority 1 Team Self-explanatory.
NG02 - Request to add child / YP (name and date of birth) sent to Group 14 to action Self-explanatory.
NG03 - Request to add child / YP (name and date of birth) not actioned. Customer invited to make a new claim The customer has been invited to make a new claim on the date shown because it isn’t possible to add the child to their claim. The correspondence has been sent to storage.
NG04 - Request to add child / YP (name and date of birth) not actioned as they are already on the award Self-explanatory.
NG05 - Request to add child / YP (name and date of birth) sent to Group 16 - Rule 5 The request to add the child or young person needs to be worked as a Rule 5 addition rather than a Rule 2 addition.
NG06 - TC655 sent for child / YP (name and date of birth) due to request to add them Self-explanatory.
NG07 - TC655r sent for child / YP (name and date of birth) due to request to add them Self-explanatory.
NG08 - Request to add child / YP (name and date of birth) rejected The customer’s request to add the child or young person to their award was rejected because they failed to satisfy TCO that there has been a change of circumstances.
NG09 - Child / YP (name and date of birth) added to award after verifying by (matching to CBOL / seeing documents) Self-explanatory.
NG10 - Child / YP (name and date of birth) added to award without verifying them Self-explanatory.
NG11 - Request to add child / YP (name and date of birth) sent to Embedding Officer The request to add a child or young person has been sent to the Compliance Embedding Officer to consider.
NG12 - Letter TC1103 sent to customer 1 and also to customer 2 (delete as appropriate) Self-explanatory.
NG13 - Referral for multi-occupancy e-mailed today Self-explanatory.
NG14 - Risky COC referral sent, app1/2 reporting changes to employment / self employment / childcare / income / child in to FTNAE (delete as appropriate). Claimant can call 0845-6005264 but only in relation to the change reported in this call Self-explanatory.
NG15 - Risky COC referral sent, app1/2 reporting changes to employment / self employment / childcare / income / child in to FTNAE (delete as appropriate) inc bank details change. Claimant can call 0845-6005264 but only in relation to the change reported in this call Self-explanatory.

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Childcare

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC51 - End date of (DD/MM/YY) for CCP (enter details) and CCC for (child name) entered on system. Corre rec (DD/MM/YY) from (source) The childcare provider and childcare charges end date for the named child have been entered on the computer.
NC52 - CCC from (CCP details) changed on system from £(XXXX) to £(XXXX) on (DD/MM/YY). *1 month restriction applied. (*delete as appropriate) Corre rec (DD/MM/YY) from (source) The childcare charges from the named childcare provider have changed from the date shown.
NC53 - COC (start/end) CC for (name) (DD/MM/YY). *1 month restriction applied (*delete as appropriate). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC54 - COC CHCP costs changed from £(XXXX) to £(XXXX). *1 month restriction applied (*delete as appropriate). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC55 - COC (New/end) CHCP (DD/MM/YY) (name, reg no, costs if starting). *1 month restriction applied (*delete as appropriate). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC56 - Correspondence detailing PY childcare change sent to DOP Self-explanatory.
NC57 - COC CC costs decreased on DD/MM/YYYY from £xx.xx to £xx.xx. unable to apply change until DD/MM/YYYY Self-explanatory.
NC58 - Contacted (enter customer’s name) advised that they will contact us again once childcare has ceased Self-explanatory.
NC59 - Contacted (enter customer’s name) advised cannot accept the change of childcare as change is less than £10.00 per week (Include date notified and the date(s) and amounts of the actual change) Self-explanatory.
NC60 - Contacted (enter customer’s name) advised we are unable to apply the change to childcare as *change to last less than 4 weeks or *provider not registered or approved (*delete as appropriate) Self-explanatory.
Message Explanation
NJ01 - COC check (enter claimants name) informed us on (enter date) of COC (enter details). Change not processed as claim referred to TCO for action Self-explanatory.

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Payments

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC61 - Bank details changed on system. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC62 - COC (insert details) New bank details. Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC63 - COC (insert details) CTC freq to (1wk/4wk). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC64 - COC (insert details) WTC freq to (1wk/4wk). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC65 - changed payment frequency from (wkly/4wkly) to (wkly/4wkly). Cust claimed financial hardship Self-explanatory
NC66 - payment frequency change not made cust advised to write in Self-explanatory
NC67 - payment frequency change not made. TCC1151 sent to customer Self-explanatory

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Customer change

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC71 - HH end date (DD/MM/YY) entered on system. Claim form issued / not issued (state reason). Corre rec (DD/MM/YY) from (source) The household end date has been entered on the computer.
NC72 - Name Changed from (details) to (details) for (clmt 1/clmt 2). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC73 - Clmt address changed on system from (old address) to (new address). Corre rec (DD/MM/YY) from (source) (‘manual payment request’ suspension removed.) (Delete if not appropriate) Self-explanatory.
NC74 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.
NC75 - Residency end date (DD/MM/YY) entered for (clmt 1/clmt 2). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC76 - CTC frequency for (clmt 1/clmt 2) to (1wk/4wk). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC77 - WTC frequency for (clmt 1/clmt 2) to (1wk/4wk). Corre rec (DD/MM/YY) from (source) Self-explanatory.
NC78 - All correspondence to be issued in (*BRAILLE, *LARGE PRINT, *AUDIO, *FLOPPY DISK or *CD-ROM *delete as appropriate) Self-explanatory.
NC79 - Visually Impaired Media Unit notified of customer’s change of address Self-explanatory.
NC80 - Clmt is ‘ex-Dir’, DD/MM/YYYY. Entered 00001/(MM/YY) in tel field to identify The customer is ex-directory. Entering ‘00001’ on the computer will help identify this and prevent further telephone calls.
Message Explanation
NL01 - Customer’s preferred method of communication is by typetalk The customer requires all contact to be made by the Royal National Institute for Deaf People (RNID) phone relay service which enables deaf, deafblind, deafened, hard of hearing and speech impaired people to communicate by phone.
NL02 - WAM referral sent to Rule 1 team DD/MM/YYYY re clmt name changed from (old name) to (new name) Customer has reported a change of name, WAM referral sent as there is an outstanding VF.
NL03 - Letter received HHBD reported, TC1213 sent to (insert name) customer 1 / (insert name) customer 2 (delete as necessary) Household breakdown reported. A form TC1213 has been issued to the customer explaining how we will recover any overpayment.
NL04 - Customer (enter name) provided ex-partners (enter name) new address details on DD/MM/YY The customer has called the Contact Centre to report a household breakdown and following our request, has provided us with the ex-partner’s new address.
NL05 - Customer (enter name) does not know ex- partners (enter name) address / customer (enter name) only provided a partial address for their ex-partner (enter name) (DD/MM/YY) enter details provided (delete as necessary) The customer has called the Contact Centre to report a household breakdown and following our request, has been unable to provide their ex-partner’s new address or they’ve only provided a partial address.
NL06 - Written enquiry sent for further info re ending the family and assessing eligibility for future tax credits Self-explanatory.
NL07 - TC821 Issued to partner to confirm their address on DD/MM/YY Self-explanatory.
NL08 - Tel contact made with Clmt 1 or 2, DD/MM/YY. (Enter details required). Clmt 1 or 2 to supply info Contact made with customer 1 or customer 2 and they are to provide the information requested.
NL09 - Tel contact made with Clmt 1 or 2, DD/MM/YY. (Enter details required). Clmt cannot provide information. Written enquiry sent DD/MM/YY Contact made with customer 1 or customer 2, but they cannot provide the information. A written enquiry has been sent.
NL10 - Household ended dd/mm/yy, date reported dd/mm/yy. Referred to the Notional Entitlement Team for consideration Self-explanatory.
NL11 - Clmt has ‘call barring’ ,DD/MM/YYYY. Entered 00002/(MM/YY) in tel field to identify The customer has call-barring facility. Entering ‘00002’ on the computer will help identify this and prevent further telephone calls.
NL12 - Clmt is ‘not listed’, DD/MM/YY). Entered 00003/(MM/YY) in tel field to identify The customer is not listed. Entering ‘00003’ on the computer will help identify this and prevent further telephone calls.
NL13 - Clmt tel is a ‘dead line’, DD/MM/YYYY. Entered 00004/(MM/YY) in tel field to identify The customer’s phone has a dead line. Replace this with ‘00004’ on the computer. This will help identify this and prevent further telephone calls.

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Letters and BF cycle

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC81 - Letter received re DOD (details). Forwarded to (details). Corre rec (DD/MM/YY) from (source) Letter received regarding the date of death.
NC82 - COC corre re (details), info already on system. Corre rec (DD/MM/YY) from (source) sent to storage Self-explanatory.
NC83 - COC corre re (details), further info needed. UTC X 2. Letter (details) issued to (details). BF (DD/MM/YY). Corre rec (DD/MM/YY) from (source) Further information is needed regarding the change of circumstances. Two unsuccessful phone calls have been made. The relevant form has been sent to confirm all the details of the change of circumstances.
NC84 - (Form number or letter) not received. 14 day BF date has expired. Reminder issued to (clmt 1/clmt 2) Self-explanatory.
NC85 - (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage Self-explanatory.
NC86 - Form TCXXX issued to Visually Impaired Media Unit for conversion. COC corre re (details), further info needed (details). BF(DD/MM/YY) Self-explanatory.

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Miscellaneous

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
NC91 - Letter rec (DD/MM/YY) from (insert details) or (insert organisation) re (XXXXXXXX). (Action taken) Letter actioned/forwarded to XXXXX or reply sent / tel call made (DD/MM/YY and time) Self-explanatory.
NC92 - TC649 to Complex Case Team on DD/MM/YY Self-explanatory.
NC93 - Date strike action started DD/MM/YY. Date returned to work DD/MM/YY. Hours worked on return to work (enter number of hours) Self-explanatory.
NC94 - Customer (enter customer’s name) on strike for more than 10 consecutive days. Job (enter details) ended and new hours for remaining jobs entered for the day after job affected by strike action ended Self-explanatory.
NC95 - Duplicate / Incorrect (delete as appropriate) child (name and DOB dd/mm/yyyy) removed from claim Self-explanatory (also known as NC100).
NC96 - Duplicate /Incorrect (delete as appropriate) child (name and DOB dd/mm/yyyy) excluded from award Self-explanatory (also known as NC101).
NC97 - Duplicate / Incorrect child investigated today but no action taken Self-explanatory.
NC98 - (Letter or Wam referral) recd on (DD/MM/YY) Customer (enter customer name) on remand with no sentence date / sentenced at prison name from # Prison number ####.(delete as appropriate) No WTC entitlement, CTC not affected. NTC updated. Corres to storage/Wam referral to conf waste. (delete as appropriate) Self -explanatory
ND01 (Corres/WAM recd (date) re Clmt1 in custody at (prison name) from (date of sentence). TC2009 issd for more details re CTC/WTC entitlement - Physical BF:- (BF date) (sign off) Self explanatory
ND02 (Child/ren ### not living with Customer details passed to CBO on E-form - (sign off) pass to CBO on an e-form
ND03 (TC2009 recd (stamp date) from Clmt1 re in HMP (name) from *\* to **** Ended CTC for child/ren (name(s) from (date of sentence) & WTC (if needed) length of sentence more than 6 months/clmt not contributing - (sign off) TC2009 received
ND04 (No reply to TC2009 from Clmt1 re being in Prison. Ended DOR for (child/ren name(s)) from (date of sentence) & (ended WTC (date of sentence) - (sign off) No reply to TC2009 - WTC and CTC
ND05 (No reply to TC2009 from Clmt1 re being in Prison. Ended DOR for (child/ren name(s)) from (date of sentence) - (sign off) No reply to TC2009 CTC only
ND06 - COC corres re (state change), further info needed. (UTCx2/NTN). Ltr TC664 (FW) issd to Clmt1/2 for (state request). BF (DD/MM/YY). Suspension Notice Included (sign off)   

Or

ND06 - COC corres re (state change), further info needed. (UTCx2/NTN). TCC23 & TC664 returned to customer for missing details. BF (DD/MM/YY). (sign off) 

  Further information is needed regarding the change of circumstances. Two unsuccessful calls have been made. TC664 fair warning option letter has been sent to confirm all the details of the change of circumstances. The customer has been informed that the award may be suspended if they do not reply.

Or

Customer has returned TC664(FW) but has not provided all the details requested. Two unsuccessful calls have been made. TC664 has been returned to customer with TCC23 requesting that they complete the missing details that have been indicated with a red cross.    
  ND07 - TC664 (FW) recd from Clmt1/2 (DD/MM/YY). Change(s) applied. Corres to storage (sign off) Customer has responded to TC664 fair warning letter. Change of circumstances details applied to award. Correspondence sent to storage.
  ND08 - TC664 (FW) not received. 30 day reminder cycle has expired. Payments Suspended- TC1016 letter issued. BF (DD/MM/YY). (sign off) Customer has not responded to TC664 fair warning letter after 30 day BF cycle. TC1016 letter sent to customer informing them that we have suspended their award and that the award will be terminated if they do not provide the change of circumstances details we have requested within 10 weeks.
  ND09 - TC664 (FW) recd from Clmt1/2 (DD/MM/YY). Change(s) applied. Suspension lifted on award. Corres to storage. (sign off) Customer has responded to TC664 fair warning letter after issue of TC1016 letter. Change of circumstances details applied to the award. Payment suspension has been lifted. Correspondence sent to storage.
  ND10 - TC664 not received. 10 week termination warning cycle has expired. Claim Terminated. Case sent to storage. Customer has not responded to TC664 fair warning letter after the issue of TC1016. Award has been terminated and correspondence sent to storage.
  ND11 - Clmt 1/2 phoned [DDMMYY]. Cust unable to provide missing info. Customer advised that claim will be suspended/terminated if info not recd by date specified on TC664/TC1016. (sign off) Customer has phoned contact centre but has been unable to provide missing info requested on TC664 fair warning letter. Customer informed that award will be suspended or terminated if information not received by date specified in on TC664 or TC1016.
  ND12 - TC1016 reissued with TC664 (DD/MM/YY). (DD/MM/YY). BF (DD/MM/YY). (sign off) Customer has replied to TC664 fair warning letter but further information required. TC1016 reissued to customer with TC664.
  ND13 - TC664 (FW) iss’d Clmt1/2 (DD/MM/YY). Changes already applied via contact centre. Corres to storage. (sign off) Customer has phoned the contact centre in response to a TC664 (FW) that had been issued. Change of circumstances details applied to award by contact centre. Correspondence sent to storage.
  ND14 - Digital Change of Circumstances (CoC) received on (DD/MM/YY) Customer has made a change via the digital channel.
  ND15 - Digital CoC at Renewals 16 for (App1 / App 2) starting a new job on (dd/mm/yyyy) at (Employers Name)  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND16 - Digital CoC at Renewals 16 for (App1 / App 2) providing estimated employed income (income amount) for CY 2016-2017  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND17 - Digital CoC at Renewals 16 for (child first name) continuing in FTNAE  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND18 - Digital CoC at Renewals 16 for change of address  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND19 - Digital CoC at Renewals 16 for HHBD on (date of change) notified  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND20 - Digital CoC at Renewals 16 for adding child (first name / last name / DoB)  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND21 - Digital CoC at Renewals 16 for (App1 / App 2) change of name  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND22 - Digital CoC at Renewals 16 for multiple changes including adding child (first name / last name / DoB)  Notification during the Renewals period of a Change of Circumstances reported digitally
  ND23 - Digital CoC at Renewals 16 for multiple changes without adding child  Notification during the Renewals period of a Change of Circumstances reported digitally