TCM0164040 - Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Note: This guidance provides Standardised Messages for all changes of circumstance other than Physical Change of Circumstances. Standardised Messages for Physical Change of Circumstance are listed in TCM0164020.
Handoffs relating to household breakdown renewals (codes start with NH)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Priority 1 change of circumstances (codes start with NP)
Ceased employment (codes start with NR)
Tell Us Once (codes start with NT)
Unprocessed change of circumstances (codes start with NU)
Withdrawing from tax credits (codes start with NV)
Unmatched change of circumstances work list (codes start with NW)
Establish if a change can be made (codes start with NX)
Retrospective cases (codes start with NY)
Consider PY-1 or earlier changes (codes start with NZ)
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 - ‘CxHx/PID/telephone number’
Handoffs relating to household breakdown renewals
The renewal or restoration of a case where the previous year has been finalised and the household has broken down. The member of staff must
- establish how many customers were in the ceased household and whether all the relevant replies to the Annual Declaration have been received
and - identify and process any outstanding Unprocessed S17 work list items for the customer before re-finalising (and, where appropriate, restoring the claim).
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NH01 - HHBD Renewals- (DD/MM/YY) WAM referral recd (DD/MM/YY). Good cause established. Returned to (group/location) to restore | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. An Annual Declaration was received within 30 days of the Statement Of Account (SOA) with all previous year details recorded. This has been returned to the group shown so that they can restore the case. |
| NH02 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). No reply recd from (single/joint) HH for declaration. Transferred to (group/location) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. A reply hasn’t been received from the joint or single household for the Annual Declaration. This has now been transferred to the group shown. |
| NH03 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). No reply recd from joint HH for Annual Declaration. BF’d to 2SD (DD/MM/YY) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. A reply hasn’t been received from the joint household for the Annual Declaration, within 30 days of the Statement of Account. This has now been BF’d until the 2nd Specified Date (2SD). |
| NH04 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). One reply recd from joint HH for Annual Declaration. BF’d to 2SD (DD/MM/YY) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. Only one customer has returned their Annual Declaration within the 30 days of the Statement of Account. However, the other customer hasn’t returned their Annual Declaration, so this has now been BF’d until the 2nd Specified Date (2SD). |
| NH05 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). No date on SOA. Vantive raised (vantive number). Clerical BF for 14 days (DD/MM/YY) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. An issue date isn’t shown on the Statement of Account, so the Technical Team has raised an EARS. The case has been put in clerical BF for 14 days. |
| NH06 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). Over 30 days after SOA. Address RLS. Clerical BF (DD/MM/YY) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. The Annual Declaration hasn’t been received within 30 days of the Statement of Account issue date. The address is RLS. Unable to send a form TC664. The case has been placed in clerical BF until the date shown. |
| NH07 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). TC664 reply recd. Good cause reason accepted. Returned to (group/location) to restore | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. A form TC664 has been received. The good cause reason has been accepted and it’s been sent to the group shown so that the claim can be restored. |
| NH08 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). No reply from TC664. Reminder issued. Held in Clerical BF (DD/MM/YY) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. A form TC664 hasn’t been returned. A reminder has been sent. The case has been put in clerical BF until the date shown. |
| NH09 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). Over 30 days after SOA. TC664 for good cause reason. Clerical BF (DD/MM/YY) | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. Over 30 days have passed since the Statement of Account issue date. A form TC664 has been sent to obtain the good cause reason. The case has been put in clerical BF until the date shown. |
| NH10 - HHBD Renewals- (DD/MM/YY). WAM referral recd (DD/MM/YY). No reply recd to TC664 or reminder. No good cause established. Returned to (group/location) for their action | Household breakdown renewals action taken. A WAM (Work Area Mailbox) referral has been received on the date shown. No reply has been received for the form TC664 or the reminder. The case has been returned to the group shown for their action. |
| NH11 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY). |
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Priority 1 change of circumstances
When a customer dies or a customer’s child dies, a date of death must be entered on the tax credits computer.
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NP01 - (Item) received DDMMYY. Child (insert details) died on (DD/MM/YY). CBO/NTC system updated. TC662 issued. Priority 1 action complete. Any further change of circs to be actioned business as usual/Child not in CBO award. TC1146 issued. BF(DDMMYY) | Notification has been received informing us that a child who is currently included in a tax credits claim has died. The responsibility for the child has ended and so a date of death (DOD) has been entered on the tax credits computer. An eight-week run-on is given by the tax credits computer. The Household Note also requests that the Manual Correspondence marker isn’t removed so that the computer doesn’t send out any automated forms or letters. |
| NP02 - (Item) received (DD/MM/YY) (insert details) died on (DD/MM/YY) Verified on ADD. CBO/NTC system updated. Manual Corres marker set. Appointment made with the customer for tele capture of claim on (DD/MM/YY) at (time). Priority 1 action to process claim. Do not award refer to Priority 1 | Notification has been received advising of the death of a customer. The notification requires checking on the ADD system to confirm the death. The Manual Correspondence marker has been set so that the computer doesn’t send out any automated forms or letters. The child responsibility ended date and the date of death have been entered on the tax credits computer to end the household. Priority 1 team has arranged an appointment to capture claim over the phone. |
| NP03 - Telephone capture of claim. Workaround complete | Priority 1 team action |
| NP04 - (Item) recd DDMMYY. (name) died DDMMYY. Verified on ADD. System updated/no current award. DOD already recorded/updated. MCM set. 1 x UTC. TC661 issued to invite telephone claim/Nil ent/Ap1/Ap2 advised to claim UC/new claim captured with Ap1/Ap2. Min Data question asked-YES/NO Priority 1 action complete. Any further change of circs to be actioned business as usual. | Notification has been received advising of the death of a customer. The notification requires checking on the ADD system to confirm the death. The Manual Correspondence marker has been set so that the computer doesn’t send out any automated forms or letters. The child responsibility ended date and the date of death have been entered on the tax credits computer to end the household. A form TC661 has been sent to the widow along with a new claim pack. |
| NP05 - (Item) received DDMMYY (name) died on DDMMYY. Verified on ADD. System updated/no current award. DOD already recorded/updated. MCM set. TC1063 issued/executor/next of kin details updated from phone/referral. Priority 1 action complete. Any further change of circs to be actioned business as usual. | Notification has been received of the death of a single applicant or both applicants in a joint household on a live or terminated award. The death has been confirmed on ADD. A letter has been issued to determine the executor/next of kin for the deceased applicant or the executor/next of kin details are known and have been updated. |
| NP06 - (Item) received DD/MM/YY. No evidence on ADD/Child Benefit Service of a death (Name) in the household. TC1134 issued to confirm current membership of household. BF (DD/MM/YY) | Notification has been received that the case has a DOD (date of death) marker on it but there is no evidence of a death. ADD & Child Benefit Service have been checked and there is still no evidence of the death. A household letter has been sent to confirm the occupants. |
| NP07 - (WAM/letter) received (DD/MM/YY) system already updated. NFA required. Priority 1 action complete | Duplicate information has been received; the system has already been updated. |
| NP08 - Letter received (DD/MM/YY) redirected to (insert details) (DD/MM/YY) | Letter received (DD/MM/YY) redirected to (insert details) (DD/MM/YY) |
| NP09 - (WAM/letter/WL item) received (DD/MM/YY) more information required (insert details) BF (DD/MM/YY) | (WAM/letter/WL item) received (DD/MM/YY) more information required (insert details) BF (DD/MM/YY) |
| NP10 - Tel call/TC1063 received DDMMYY. Next of kin/executor updated. Priority 1 action complete. Any further change of circs to be actioned business as usual. | The enquiry has been carried out and the amendments made |
| NP11 - (Wam/letter) received (DD/MM/YY). Priority 1 action underway, see h/hold noted dated (DD/MM/YY) | (Wam/letter) received (DD/MM/YY). Priority 1 action underway, see h/hold noted dated (DD/MM/YY). |
| This Note no longer used from 12 April 2011 - NP12 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY). |
| This Note no longer used from 12 April 2011 - NP13 - Opening Enquiry letter issued, date PID number and telephone number | There are irregularities with the claim or finalisation details that are being investigated. Don’t do any amendments without referring to the team dealing with the claim. |
| This Note no longer used from 12 April 2011 - NP14 - Enquiry action complete | The enquiry has been carried out and the amendments made. |
| This Note no longer used from 12 April 2011 - NP15 - Child (insert details) died on (dd/mm/yy) | Child (insert details) died on (dd/mm/yy). |
| NP16 - P1 team require more information (insert details) to progress claim | The P1 team have started to process a new claim, but need more information from the customer. |
| NP17 - TC1134/phone call recd DDMMYY. All household members confirmed, no death in household. Deceased marker removed from Ap1/Ap2. Priority 1 action complete. Any further change of circs to be actioned business as usual. | Correspondence received confirms current household correct, no death. Deceased marker removed. Priority 1 action complete. Any further changes of circumstances to be actioned business as usual. |
| NP18 - DWP notif/TCO WAM/CBO WAM/CBO notif/letter received DDMMYY. Death of customer/child DOD DDMMYY | Notification of death received on Priority 1 Team. Action underway. |
| NP19 - No reply to (item). System updated as per guidance. Priority 1 action complete. Any further change of circs to be actioned business as usual. | No reply to enquiries, system updated as per guidance. Priority 1 action complete. Any further changes of circumstances to be actioned business as usual. |
| NP20 - Priority 1 action complete. Any further change of circs to be actioned business as usual. | Priority 1 action complete. Any further changes of circumstances to be actioned business as usual. |
| NP21 - (Item) received DDMMYY. Child (name) died DDMMYY. ChB claim captured. NTC system updated. SP1/Priority1/WVP/WP3104/Staff PID. Any further change of circs to be actioned BAU | A claim has been received for a newborn child who has died . The tax credits computer has been updated and a date of death (DOD) has been entered . An eight-week run-on is given by the tax credits computer. Any further changes of circumstances to be actioned business as usual. |
| NP22 - (Item) received DDMMYY. Child (name) died DDMMYY. NTC system updated. SP1 / Priority 1 / WVP / WP3104 / Staff PID. Any further change of circs to be actioned BAU | Correspondence has been received for a newborn child who has died. The tax credits computer has been updated and a date of death (DOD) has been entered. Any further changes of circumstances to be actioned business as usual. |
| NP23 - WAM received DDMMYY child (name) died DDMMYY. CH2 and TC1146 issued. NTC system updated. SP1 / Priority 1 / WVP / WP3104 / Staff PID. Any further change of circs to be actioned BAU | WAM has been received for a newborn child who has died. The tax credits computer has been updated and a date of death (DOD) has been entered. Any further changes of circumstances to be actioned business as usual |
| NP24 - WAM received DDMMYY child (name) died DDMMYY. Birth cert requested. NTC system updated. SP1 / Priority 1 / WVP / WP3104 / Staff PID. Any further change of circs to be actioned BAU | WAM has been received for a newborn child who has died. The birth certificate has been requested. The tax credits computer has been updated and a date of death (DOD) has been entered. Any further changes of circumstances to be actioned business as usual |
| NP25 - Call received DDMMYY. Child (name) died DDMMYY. ChB claim captured. NTC system updated. SP1 / Priority 1 / WVP / WP3104 / Staff PID. Any further change of circs to be actioned BAU | A call has been received for a newborn child who has died . The tax credits computer has been updated and a date of death (DOD) has been entered . Any further changes of circumstances to be actioned business as usual. |
| NP26 - Deceased customer, Letter issued to request documentary evidence for personal representative or executor. | Deceased customer, Letter issued to request documentary evidence for personal representative or executor. |
| NP27 - Deceased customer, Documentary evidence returned by legal personal representative or executor checked and accepted. NTC records updated. | Deceased customer, Documentary evidence returned by legal personal representative or executor checked and accepted. NTC records updated. |
| NP28 - Deceased customer, Documentary evidence returned by legal personal representative or executor checked and not accepted. Letter issued to request correct documentaion. | Deceased customer, Documentary evidence returned by legal personal representative or executor checked and not accepted. Letter issued to request correct documentaion. |
Ceased employment
This is a work list of cases where a change to employment details has been received from the Employer Frameworks but not yet updated on the tax credits computer. It’s the staff member’s job to confirm the changes and update the tax credits computer.
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NR01 - CEW - UTC x 1 to clmt & emp. TC664 issd to clmt (1/2) & TC668 issd to emp to confirm employment details & emp ref number. BF (DD/MM/YY) | One unsuccessful phone call has been made to the customer and employer. Form TC664 has been sent to the customer and form TC668 sent to the employer to confirm the employment details. The case has then been BF’d in order for the reply to be received. |
| NR02 - CEW X -Customer/employer confirmed employment details are correct (insert details). Case stockpiled BF (insert date) | Customer and/or employer confirmed the employments details held are correct. There is a discrepancy with the employer reference. Case BF’d. |
| NR03 - CEW - Clmt confirmed updated employment details (insert details) - system updated. W/L item deleted | The customer has confirmed their updated employment details. Employment details have been amended. The work list item has been deleted, as the action is complete. |
| NR04 - CEW X - No response to TC664 and or TC668 . Case stockpiled. W/L item deleted. Employer ref no required if customer phones CC | CEW X - No response to TC664 and or TC668 . Case stockpiled. W/L item deleted. Employer ref no required if customer phones CC. |
| NR05 - CEW C/P- No response to TC664 and/or TC668 - Clmt (1/2) employment ended (insert details) using the date from the (Details/creation) screen (insert date). Confirmation of employment details required if customer phones CC. W/L item deleted | CEW C/P- No response to TC664 and/or TC668 - Clmt (1/2) employment ended (insert details) using the date from the (Details/creation) screen (insert date). Confirmation of employment details required if customer phones CC. W/L item deleted. |
| NR06 - CEW X/C/P- Clmt (1/2) employment details previously updated. W/L item deleted | The work list item has been deleted as the change has already been updated on the tax credits computer. |
| NR07 - CEW item deleted. Case (Terminated), no action req’d | CEW item deleted. Case (Terminated), no action req’d. |
| NR08 - Other COC notified (insert details). Sent corrie to (insert team) (DD/MM/YY). W/L item deleted | The customer notified us of other changes of circumstances. The corre has been sent to the appropriate COC team. The work list item has been deleted, as the action complete. |
| NR09 - CEW - Case RLS. Confirm employment details (insert details) if customer phones | CEW - Case RLS. Confirm employment details (insert details) if customer phones. |
| NR10 - CEW C/P - Employer confirmed emp has ended (insert details) for clmt (1/2). Emp ended on system | CEW C/P - Employer confirmed emp has ended (insert details) for clmt (1/2). Emp ended on system. |
| NR11 - CEW X/C/P - Tel/Returned TC6664/TC668 (DD/MM/YY). Clmt (1/2) or emp confirmed prev emp (employer details) ended DD/MM/YY. Clmt (1/2) started (insert benefit & info) DD/MM/YY. System updated. W/L item deleted | CEW X/C/P - Tel/Returned TC6664/TC668 (DD/MM/YY). Clmt (1/2) or emp confirmed prev emp (employer details) ended DD/MM/YY. Clmt (1/2) started (insert benefit & info) DD/MM/YY. System updated. W/L item deleted. |
| NR12 - CEW X/C/P - Tel/Returned TC664/TC668 (DD/MM/YY). Clmt(1/2) emp details are correct and new emp ref no updated (previous emp ref & new emp ref no). W/L item deleted | CEW X/C/P - Tel/Returned TC664/TC668 (DD/MM/YY). Clmt(1/2) emp details are correct and new emp ref no updated (previous emp ref & new emp ref no). W/L item deleted. |
Tell Us Once
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NT01 - Child (name and date of birth) added to award as part of Tell Us Once | Child (name and date of birth) added to award as part of Tell Us Once. |
| NT02 - Child (name and date of birth) verified as part of Tell Us Once | Child (name and date of birth) verified as part of Tell Us Once. |
Unprocessed change of circumstances
This is a work list of cases where a change of circumstances has been received but not yet updated on the tax credits computer. It’s the staff member’s job to confirm the changes and update the tax credits computer.
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| This Note no longer used from 11/02/2014 - NU01 - COC - UTC x 2. TC664 issd to clmt 1 to confirm HH ADD. BF (DD/MM/YY). Xfer’d to (MU number) | Two unsuccessful phone calls have been made to the customer. A form TC664 has been sent to confirm the address. The case has then been BF’d or an action date set in order for the reply to be received. |
| This Note no longer used from July 2018 - NU02 - COC Telo (insert details). ADD updated from (house number/postcode) to (house number/postcode). W/L item deleted | We’ve phoned the customer who has confirmed that the change of address is correct. The address has been amended from the old address to the new one. The work list item has been deleted, as the change has been actioned. |
| This Note no longer used from July 2018 - NU03 - COC Telo (insert details). Confirmed (ITEM LIST), W/L item deleted | The customer has been telephoned to confirm the change of circumstances. The work list item has been deleted, as the action is complete. |
| This Note no longer used from July 2018 - NU04 - COC Telo (insert details). Confirmed permanent CCC change effective (DD/MM/YY). Applied change from £(XXXX) to £(XXXX) per week. W/L item deleted | The customer has been phoned to confirm the change in childcare costs, the effective date of the change and the amended amount of costs. The work list item has been deleted, as the action is complete. |
| This Note no longer used from July 2018 - NU05 - COC (ITEM LIST) previously updated, W/L item deleted | The work list item has been deleted as the change (chosen from a list of possible changes) has already been updated on the tax credits computer. |
| This Note no longer used from July 2018 - NU06 - Free format COC (paste free format info) applied re Hhold ADD from (house number/postcode) to (house number/postcode) W/L item deleted | A household address has been updated on the tax credits computer using the change of circumstance that was entered on the Free Format screen. |
| This Note no longer used from July 2018 - NU07 - Free format COC (paste from free format info) applied re (item list) from…to…W/L item deleted | The tax credits computer has been updated using the change of circumstance that was entered on the Free Format screen. |
| This Note no longer used from July 2018 - NU08 - COC (insert details) end (IS/JSA) (DD/MM/YY). Start new work (DD/MM/YY) | COC (insert details) end (IS/JSA) (DD/MM/YY). Start new work (DD/MM/YY). |
| This Note no longer used from July 2018 - NU09 - COC (insert details) hrs wkd from 00 to 00 start (DD/MM/YY) | COC (insert details) hrs wkd from 00 to 00 start (DD/MM/YY). |
| This Note no longer used from July 2018 - NU10 - COC (insert details) end wk (DD/MM/YY). Start (IS/JSA) (DD/MM/YY) | COC (insert details) end wk (DD/MM/YY). Start (IS/JSA) (DD/MM/YY). |
| This Note no longer used from July 2018 - NU11 - COC (insert details) start PC (DD/MM/YY) | COC (insert details) start PC (DD/MM/YY). Note: PC was previously known as MIG. |
| This Note no longer used from July 2018 - NU12 - COC (insert details) PY inc updated as Actual | COC (insert details) PY inc updated as Actual. |
| This Note no longer used from July 2018 - NU13 - COC (insert details) (PY/CY) inc and sigs | COC (insert details) (PY/CY) inc and sigs. |
| This Note no longer used from July 2018 - NU14 - COC (insert details) CY inc updated | COC (insert details) CY inc updated. |
| This Note no longer used from July 2018 - NU15 - COC (insert details) new work details (No hrs). Start (DD/MM/YY) | COC (insert details) new work details (No hrs). Start (DD/MM/YY). |
| This Note no longer used from July 2018 - NU16 - COC (insert details) emp ref | COC (insert details) emp ref. |
| This Note no longer used from July 2018 - NU17 - COC (start/end) FTE for (name) (DD/MM/YY) | COC (start/end) FTE for (name) (DD/MM/YY). |
| This Note no longer used from July 2018 - NU18 - COC (start/end) CC for (name) (DD/MM/YY) | COC (start/end) CC for (name) (DD/MM/YY). |
| This Note no longer used from July 2018 - NU19 - COC CHCP costs changed from £(XXXX) to £(XXXX) | COC CHCP costs changed from £(XXXX) to £(XXXX). |
| This Note no longer used from July 2018 - NU20 - COC (New/end) CHCP (DD/MM/YY) | COC (New/end) CHCP (DD/MM/YY). |
| This Note no longer used from July 2018 - NU21 - COC CHB Number added | COC CHB Number added. |
| This Note no longer used from July 2018 - NU22 - COC New CH (name/DOB) added | COC CHB Number added. |
| This Note no longer used from July 2018 - NU23 - COC (Permanent/short-term) CCC | COC (Permanent/short-term) CCC. |
| This Note no longer used from July 2018 - NU24 - COC (insert details) New bank details | COC (insert details) New bank details. |
| This Note no longer used from July 2018 - NU25 - COC (insert details) CTC freq to (1wk/4wk) | COC (insert details) CTC freq to (1wk/4wk). |
| This Note no longer used from July 2018 - NU26 - COC (insert details) WTC freq to (1wk/4wk) | COC (insert details) WTC freq to (1wk/4wk). |
| This Note no longer used from July 2018 - NU27 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY). |
| This Note no longer used from July 2018 - NU28 - Unprocessed COCs - Re gender/sex. (clmt 1/clmt 2) (gender/sex/title) amended to (….). System updated. Worklist item deleted. | Unprocessed COCs - Re gender/sex. (clmt 1/clmt 2) (gender/sex/title) amended to (….). System updated. Worklist item deleted. |
| This Note no longer used from July 2018 - NU29 - COC Address/Gender (deleted as appropriate) details amended due to incorrect update from MPPC | Message in temporary guidance. |
| This Note no longer used from July 2018 - NU30 - Unprocessed COC W/L item deleted, address/title (delete as appropriate) correct | Message in temporary guidance. |
| NU31 - TC664 issued to new/old address to confirm address details | No reply received to TC664 sent to new/old address (delete as appropriate) address, reminder issued. |
| This Note no longer used from June 2016 - NU32 - No reply received to TC664 sent to new/old address (delete as appropriate) address, reminder issued | No reply received to TC664 sent to new/old address (delete as appropriate) address, reminder issued. |
| This Note no longer used from 31 July 2009 - NU33 - Address details amended | Address details amended. |
| This Note no longer used from July 2018 - NU34 - No response to reminders, Unprocessed COC W/L item deleted. Both customer addresses amended to the new address | Message in temporary guidance. |
| NU35 - No response, Unprocessed COC W/L item deleted. Confirmation of both customer’s addresses required if customer phones CC | No response, Unprocessed COC W/L item deleted. Confirmation of both customer’s addresses required if customer phones CC. |
| NU36 - Unprocessed COC W/L item deleted, address correct | Unprocessed COC W/L item deleted, address correct. |
| This Note no longer used from July 2018 - NU37 - (letter or telephone call) received (date) from App (1/2). Address details amended from (old address) to (new address) | (letter or telephone call) received (date) from App (1/2). Address details amended from (old address) to (new address). |
| NU38 - TC600 & Appendix 44 sent to CoC team. Not a new claim | The Fast Track Team has received a TC600 claim form and a DWP Appendix 44 form but the details on the claim are only a change of circumstances to an existing award, not a new claim. |
| NU39 - COC - UTC x 2. TC664 issd to Ap1/2 at updated/previous address [ADDRESS] to confirm HH ADD. UnCOC - BF (DD/MM/YY). Xfer’d to (MU number). Unprocessed/Unfinalised S17 BF (DD/MM/YY). Xfer’d to (MU number) | Two unsuccessful phone calls have been made to the customer. A form TC664 has been sent to confirm the address and there is also an unprocessed S17. The case has then been BF’d or an action date set in order for the reply to be received. |
| NU40 - TC664 to customer 1/2 returned DD/MM/YYYY. Address (ADDRESS) returned RLS. RLS marker set for customer 1/2. Corres destroyed. Confirmation of both customers’ addresses required if customer phones. | TC664 has been returned RLS. RLS marker has been set. If customer contacts us, please obtain and update their new address. |
| ***PLEASE READ*** NU41 - TC664 issued to customer 1/2 returned RLS DD/MM/YYYY for (ADDRESS). RLS marker set for customer 1/2. Corres destroyed. TC664 issued to customer 1/2 at previous address (ADDRESS). | Retained Note. Two unsuccessful phone calls have been made to the customer. Form TC664 sent to confirm the address has been returned RLS. Further TC664 sent to the previous address. The case has then been BFd or an action date set in order for the reply to be received. |
| NU42 - Unprocessed COC – Title case no longer requires action. Worklist item deleted | Unprocessed COC – Title case no longer requires action. Worklist item deleted |
| NU43 - Unprocessed COC (name) is deceased. NP04/NP05 note present. Priority 1 are aware. Worklist item deleted | Unprocessed COC (name) is deceased. NP04/NP05 note present. Priority 1 are aware. Worklist item deleted |
| NU44 - Unprocessed COC (name) is deceased. Priority 1 NP04/NP05 note not present. Worklist item transferred to the deceased MU 249901 | Unprocessed COC (name) is deceased. Priority 1 NP04/NP05 note not present. Worklist item transferred to the deceased MU 249901 |
| NU45 - Unprocessed COC (DOB). Case transferred to MU 284145 | Unprocessed COC (DOB). Case transferred to MU 284145 |
| NU46 - Unprocessed COC address for S17 terminated case. Worklist item deleted | Unprocessed COC address for S17 terminated case. Worklist item deleted |
| NU47 - Unprocessed COC – New address for S17 – address updated to match ADD from (house number and postcode) to (house number & postcode) | Unprocessed COC – New address for S17 – address updated to match ADD from (house number and postcode) to (house number & postcode) |
| NU48 - Unprocessed COC – manual S17 issued – Worklist item transferred to MU 249908 | Unprocessed COC – manual S17 issued – Worklist item transferred to MU 249908 |
| NU49 - Unprocessed COC – New address for S17 – Tel dd/mm/yy. Ap1 confirmed correct address and partner moved in dd/mm/yy. NTC updated/not updated from (house number and postcode) to (house number and postcode) HHBD applied from dd//mm/yy | Unprocessed COC – New address for S17 – Tel dd/mm/yy. Ap1 confirmed correct address and partner moved in dd/mm/yy. NTC updated/not updated from (house number and postcode) to (house number and postcode) HHBD applied from dd//mm/yy |
| NU50 - Unprocessed COC – New address for S17 – Tel dd/mm/yy. Ap1 confirmed correct address. NTC updated/not updated from (house number and postcode) to (house number and postcode) | Unprocessed COC – New address for S17 – Tel dd/mm/yy. Ap1 confirmed correct address. NTC updated/not updated from (house number and postcode) to (house number and postcode) |
| ***PLEASE READ***NU51 - Unprocessed COC address for S17. TC664(FW) issd to Ap1 at (address details ) to confirm HH ADD for S17 purposes. Suspension notice included | Unprocessed COC address for S17. TC664(FW) issd to Ap1 at (address details ) to confirm HH ADD for S17 purposes. Suspension notice included |
| NU52 - Unprocessed COC New address for S17. TC664(FW) issd to Ap1 at (house number/post code) and Ap2 at (house number/post code) to confirm HH ADD for both Apps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy. | Unprocessed COC New address for S17. TC664(FW) issd to Ap1 at (house number/post code) and Ap2 at (house number/post code) to confirm HH ADD for both Apps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy. |
| NU53 -Unprocessed COC New address for S17. Tel A1/2* confirmed a HHBD occurred as of DD-MM-YY. A1/2* address confirmed as (house number/postcode) Address and HHBD updated. | Unprocessed COC New address for S17. Tel A1/2* confirmed a HHBD occurred as of DD-MM-YY. A1/2* address confirmed as (house number/postcode) Address and HHBD updated |
| NU54 - Unprocessed COC New address for S17.Tel A1/2* confirmed address from (house number/postcode) to (house number/postcode) Address updated. | Unprocessed COC New address for S17.Tel A1/2* confirmed address from (house number/postcode) to (house number/postcode) Address updated. |
| NU55 - Unprocessed COC address. Due to Household Breakdown we do not need to confirm address details. Worklist item deleted. | Unprocessed COC address. Due to Household Breakdown we do not need to confirm address details. Worklist item deleted. |
| NU56 - Unprocessed COC address. We do not need to confirm App1 or App2’s address as the customer has gone to UC | Unprocessed COC address. We do not need to confirm App1 or App2’s address as the customer has gone to UC |
| NU57 - Unprocessed COC address. We do not need to confirm App1 or App2’s address as the claim ended due to (state reason) and no overpayments present | Unprocessed COC address. We do not need to confirm App1 or App2’s address as the claim ended due to (state reason) and no overpayments present |
| NU58 - Unprocessed COC Addresses previously updated to (house number and postcode) for both apps. Worklist item Unprocessed COC Addresses previously updated to (house number and postcode) for both apps. Worklist item deleted | Unprocessed COC Addresses previously updated to (house number and postcode) for both apps. Worklist item Unprocessed COC Addresses previously updated to (house number and postcode) for both apps. Worklist item deleted |
| NU59 - Unprocessed COC – Address- Add changed for Ap1/2 from (house number/postcode to house number/postcode) as Verification History shows address has flipped. Worklist item deleted | Unprocessed COC – Address- Add changed for Ap1/2 from (house number/postcode to house number/postcode) as Verification History shows address has flipped. Worklist item deleted |
| NU60 - Unprocessed COC Address- Add changed for Ap1/2 using advanced search from (Add to Add) due to format error. Worklist item deleted. | Unprocessed COC Address- Add changed for Ap1/2 using advanced search from (Add to Add) due to format error. Worklist item deleted. |
| NU61 - Unprocessed COC TC664(FW) issd to Ap 1/2* at (house number/post code) to confirm HH ADD for both Apps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy. | Unprocessed COC TC664(FW) issd to Ap 1/2* at (house number/post code) to confirm HH ADD for both Apps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy. |
| NU62 - Unprocessed COC RLS Tel A1/2* confirmed address from (house number/postcode) to (house number/postcode) Address updated and *RLS marker removed. *Payment suspension lifted. Worklist item deleted. | Unprocessed COC RLS Tel A1/2* confirmed address from (house number/postcode) to (house number/postcode) Address updated and *RLS marker removed. *Payment suspension lifted. Worklist item deleted. |
| NU63 - Unprocessed COC Tel *Ap1/2 Customer confirmed a HHBD occurred DD-MM-YY. Ap1/2 address confirmed as (ADDRESS). System updated/not updated.Worklist item deleted | Unprocessed COC Tel *Ap1/2 Customer confirmed a HHBD occurred DD-MM-YY. Ap1/2 address confirmed as (ADDRESS). System updated/not updated.Worklist item deleted |
| NU64 - Unprocessed COC Address. RLS No response to phone calls unable to issue letters as both addresses RLS. Worklist Item transferred to 249906 | Unprocessed COC Address. RLS No response to phone calls unable to issue letters as both addresses RLS. Worklist Item transferred to 249906 |
| NU65 - Unprocessed COC Address. RLS customer unable to pass security. Unable to issue letters as both addresses RLS. Worklist Item transferred to 249906 | Unprocessed COC Address. RLS customer unable to pass security. Unable to issue letters as both addresses RLS. Worklist Item transferred to 249906 |
| NU66 - Unprocessed COC RLS Tel A1/2* confirmed address from (house number/postcode) to (house number/postcode) Address updated and *RLS marker removed. *Payment suspension lifted. Worklist item deleted. | Unprocessed COC RLS Tel A1/2* confirmed address from (house number/postcode) to (house number/postcode) Address updated and *RLS marker removed. *Payment suspension lifted. Worklist item deleted. |
| NU67 - Unprocessed COC TC664(FW) issd to Ap1 at (address details) & Ap2 at (address details) to confirm HH ADD for both Aps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy | Unprocessed COC TC664(FW) issd to Ap1 at (address details) & Ap2 at (address details) to confirm HH ADD for both Aps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy |
| NU68 - Unprocessed COC Tel *Ap1/2 confirmed address details, updated from (house number/postcode) to (house number/postcode). Worklist item deleted | Unprocessed COC Tel *Ap1/2 confirmed address details, updated from (house number/postcode) to (house number/postcode). Worklist item deleted |
| NU69 - Unprocessed COC - change could not be made as recd no reply from TC664 and tel unsucessful. Payments suspended. Confirmation of customer(s) address req if customer calls | Unprocessed COC - change could not be made as recd no reply from TC664 and tel unsucessful. Payments suspended. Confirmation of customer(s) address req if customer calls |
| NU70 - Unprocessed COC Addresses previously updated to (house number and postcode) for both apps. Worklist item deleted | Unprocessed COC Addresses previously updated to (house number and postcode) for both apps. Worklist item deleted |
| NU71 - Unprocessed COC TC664 Retrn’d dd/mm/yy by Ap1/2 conf Ap1&Ap2 household address as (address). Address & Tel Num updated. Worklist item deleted | Unprocessed COC TC664 Retrn’d dd/mm/yy by Ap1/2 conf Ap1&Ap2 household address as (address). Address & Tel Num updated. Worklist item deleted |
| NU72 - Unprocessed COC-TC664 Retrn’d dd/mm/yy by Ap1/2. Confirmed HHBD occurred DD-MM-YY. *Ap1/2 address confirmed as (ADDRESS). System updated/not updated. Worklist item deleted | Unprocessed COC-TC664 Retrn’d dd/mm/yy by Ap1/2. Confirmed HHBD occurred DD-MM-YY. *Ap1/2 address confirmed as (ADDRESS). System updated/not updated. Worklist item deleted |
| NU73 - Unprocessed COC - TC664(FW) re-issued to *Ap1/2 at house number and postcode to confirm (details of missing info) BF dd/mm/yy | Unprocessed COC - TC664(FW) re-issued to *Ap1/2 at house number and postcode to confirm (details of missing info) BF dd/mm/yy |
| NU74 - Unprocessed COC New address for S17. Tel A1/2* confirmed a HHBD occurred as of DD-MM-YY. A1/2* unable to give new address details. HHBD updated. | Unprocessed COC New address for S17. Tel A1/2* confirmed a HHBD occurred as of DD-MM-YY. A1/2* unable to give new address details. HHBD updated |
| NU75 - Unprocessed COC address, Address updated to match ADD from (house number and postcade) to (house number and postcode). | Unprocessed COC address, Address updated to match ADD from (house number and postcade) to (house number and postcode). |
| NU76 - Unprocessed COC TC664 issd to Ap1 at (address details) & Ap2 at ( address details) to confirm HH ADD for both Apps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy | Unprocessed COC TC664 issd to Ap1 at (address details) & Ap2 at ( address details) to confirm HH ADD for both Apps. Confirmation of BOTH APS addresses req if Ap phones in. BF dd/mm/yy |
| NU77 - Unprocessed COC, Complex case transferred to MU249944 | Unprocessed COC, Complex case transferred to MU249944 |
| NU78 - Unprocessed COC, Appeal marker present case transferred to MU290697 | Unprocessed COC, Appeal marker present case transferred to MU290697 |
| NU79 - Unprocessed COC, open compliance case, case transferred to MU249903 to await case to be closed | Unprocessed COC, open compliance case, case transferred to MU249903 to await case to be closed |
| NU80 - Unprocessed COC address for S17 case referred to Operational Readiness Team. Worklist item deleted. | Unprocessed COC address for S17 case referred to Operational Readiness Team. Worklist item deleted. |
| NU81 - Unprocessed COC, EEA/ROW address held, case transferred to MU 249944 | Unprocessed COC, EEA/ROW address held, case transferred to MU 249944 |
| NU82 - Unprocessed COC address. We do not need to confirm App1 or App2’s address as the claim is ‘awaiting award’. *Case transferred to 249903 MU/ Case BF’d till dd/mm/yy | Unprocessed COC address. We do not need to confirm App1 or App2’s address as the claim is ‘awaiting award’. *Case transferred to 249903 MU/ Case BF’d till dd/mm/yy |
Withdrawing from tax credits
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NV01 - Customer contacted in response to withdrawal request, consequences explained, withdrawal confirmed | Customer contacted in response to withdrawal request, consequences explained, withdrawal confirmed. |
| This Note no longer used from 5 April 2012 - NV02 - Customer contacted in response to withdrawal, request consequences explained & no longer wants to withdraw, withdrawal cancelled | Customer contacted in response to withdrawal, request consequences explained & no longer wants to withdraw, withdrawal cancelled. |
| NV03 - 1st contact - Customer wants to withdraw from tax credits, consequences explained, no longer wants to withdraw | 1st contact - Customer wants to withdraw from tax credits, consequences explained, no longer wants to withdraw. |
| NV04 - Customer contacted in response to request withdrawal, consequences explained, immediate withdrawal processed | Customer contacted in response to request withdrawal, consequences explained, immediate withdrawal processed. |
| This Note no longer used from 5 April 2012 - NV05 - 1st contact - customer called to withdraw from tax credits, consequences explained, no longer wants to withdraw | 1st contact - customer called to withdraw from tax credits, consequences explained, no longer wants to withdraw. |
| NV06 - Customer contacted in response to request withdrawal, consequences explained, marked for future withdrawal | Customer contacted in response to request withdrawal, consequences explained, marked for future withdrawal. |
| This Note no longer used from 5 April 2012 - NV07 - 1st contact - customer wants to withdraw from tax credits, x year recovery consequences explained, no longer wants to withdraw | 1st contact - customer wants to withdraw from tax credits, x year recovery consequences explained, no longer wants to withdraw. |
| This Note no longer used from 5 April 2012 - NV08 - Customer contacted in response to withdrawal request, consequences explained, no longer wants to withdraw | Customer contacted in response to withdrawal request, consequences explained, no longer wants to withdraw. |
| This Note no longer used from 5 April 2012 - NV09 - 1st contact - customer wants to withdraw from tax credits, claim already renewed, consequences explained, no longer wants to withdraw | 1st contact - customer wants to withdraw from tax credits, claim already renewed, consequences explained, no longer wants to withdraw. |
| NV10 - Request to cancel withdrawal received, withdrawal cancelled | Request to cancel withdrawal received, withdrawal cancelled. |
| NV11 - Request to cancel withdrawal received. Customer already withdrawn from tax credits, advised to make a new claim | Request to cancel withdrawal received. Customer already withdrawn from tax credits, advised to make a new claim. |
| NV12 - Customer requested withdrawal. Claim rejected/terminated/ceased | Customer requested withdrawal. Claim rejected/terminated/ceased. |
| NV13 - Customer requested withdrawal. Already withdrawn | Customer requested withdrawal. Already withdrawn. |
| NV14 - UTCx2 TC1061 sent to customer to call Helpline | UTCx2 TC1061 sent to customer to call Helpline. |
| NV15 - Claim withdrawn at customers request | Claim withdrawn at customers request. |
| NV16 - Claim withdrawn submitted in error | Claim withdrawn submitted in error. |
| NV17 - Claim considered for withdrawal | Claim considered for withdrawal. |
| NV18 - 12/13 Claim withdrawn. Customer advised to make a new claim in error. Payment to be made from XX/XX/XX to XX/XX/XX for WTC £X.XX, CTC £X.XX, Total £X.XX | 12/13 Claim withdrawn. Customer advised to make a new claim in error. Payment to be made from XX/XX/XX to XX/XX/XX for WTC £X.XX, CTC £X.XX, Total £X.XX. |
| NV19 - Customer wanted to withdraw their TC claim (enter date). Claim is now withdrawn, no claim/payments for 2021/22. | Customer wanted to withdraw their TC claim (enter date). Claim is now withdrawn, no claim/payments for 2021/22. |
Unmatched change of circumstances work list
Entries are created on the Unmatched Change of Circumstances work list when various changes of circumstances are recorded on the tax credits computer but the case hasn’t updated. These change of circumstances are then updated manually.
Physical Change of Circumstances occur when a piece of correspondence is received from a customer informing TCO of a change in their circumstances.
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NW01 - 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 | 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. |
| NW02 - Employment (end date/start date) of (DD/MM/YY) with (Employer’s name and PAYE) entered on system | Employment (end date/start date) of (DD/MM/YY) with (Employer’s name and PAYE) entered on system. |
| NW03 - (Benefit) start date of (DD/MM/YY) entered on system | (Benefit) start date of (DD/MM/YY) entered on system. |
| NW04 - S/E (start date/end date) of (DD/MM/YY) for (customer NINO) entered on system | S/E (start date/end date) of (DD/MM/YY) for (customer NINO) entered on system. |
| NW05 - (Customer name) hours worked changed from (XX) to (XX) on (DD/MM/YY) entered on system | (Customer name) hours worked changed from (XX) to (XX) on (DD/MM/YY) entered on system. |
| NW06 - (Tax year) Estimated income for (insert details) changed on system from £(XXXX) to £(XXXX) | (Tax year) Estimated income for (insert details) changed on system from £(XXXX) to £(XXXX). |
| NW07 - New child (full name of child) DOB (DD/MM/YY) added to claim. Paid (pay frequency). Detailed entered on system | New child (full name of child) DOB (DD/MM/YY) added to claim. Paid (pay frequency). Detailed entered on system. |
| NW08 - DOR end date for (insert details) is (DD/MM/YY). Entered on system | Details of the responsibility end date for the named child have been entered on the tax credits computer. |
| NW09 - (Start/End date) of FTNAE for (child name) is (DD/MM/YY). Entered on system | Details of the start and/or end dates of full-time non-advanced education for the named child have been entered on the tax credits computer. |
| NW10 - End date of (DD/MM/YY) for CCP (enter details) and CCC for (child name) entered on system | The Child Care Provider and childcare charges end date for the named child have been entered on tax credits computer. |
| NW11 - CCC from (CCP details) changed on system from £(XXXX) to £(XXXX) on (DD/MM/YY) | The child care charges from the named Child Care Provider have changed from the date listed. |
| NW12 - HH end date (DD/MM/YY) entered on system | The household end date has been entered on the tax credits computer. |
| NW13 - Bank details changed on system to (new bank) | Bank details changed on system to (new bank). |
| NW14 - Customer address changed on system to (new address) | Customer address changed on system to (new address). |
| NW15 DLA/PIP (insert start date) from (DD/MM/YY) for (insert details) entered on system | DLA/PIP (insert start date) from (DD/MM/YY) for (insert details) entered on system. |
| NW16 - New children (insert details) DOB (DD/MM/YY) to be added to claim. No trace on CBO and possible Compliance interest | 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 Service. |
| NW17 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY). |
| NW18 - Name Changed from (details) to (details) for (clmt 1/clmt 2/child) | Name Changed from (details) to (details) for (clmt 1/clmt 2/child). |
| NW19 - Letter received re DOD (details). Forwarded to (details) | Letter received regarding the date of death. |
| NW20 - Residency end date (DD/MM/YY) entered for (clmt 1/clmt 2) | Residency end date (DD/MM/YY) entered for (clmt 1/clmt 2). |
| NW21 - (Start/End date) of Connexions or equivalent for (child name) is (DD/MM/YY). Entered on system | Details of the start and/or end date of Connexions, local authority support services or equivalent for the named child have been entered on the computer. |
| NW22 - 50+(Start/End date) of (DD/MM/YY) for (customer NINO) entered on system | 50+(Start/End date) of (DD/MM/YY) for (customer NINO) entered on system. |
| NW23 - UTR number (details) for (customer NINO) entered on system | UTR number (details) for (customer NINO) entered on system. |
| NW24 - (Tax Year) Actual income of (£00.00) entered for (clmt 1/clmt 2) | (Tax Year) Actual income of (£00.00) entered for (clmt 1/clmt 2). |
| NW25 - CTC frequency for (clmt 1/clmt 2) to (1wk/4wk) | CTC frequency for (clmt 1/clmt 2) to (1wk/4wk). |
| NW26 - WTC frequency for (clmt 1/clmt 2) to (1wk/4wk) | WTC frequency for (clmt 1/clmt 2) to (1wk/4wk). |
| NW27 - COC corre re (details), info already on system. Corre sent to storage | COC corre re (details), info already on system. Corre sent to storage. |
| NW28 - COC corre re (details), further info needed. UTC X 2. Letter (details) issued to (details). BF (DD/MM/YY) | 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. |
| NW29 - (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage | (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage. |
| NW30 - Child’s name changed from (details) to (details) due to transgender or gender questioning | Child’s name changed from (details) to (details) due to transgender or gender questioning. |
Establish if a change can be made
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NX01 - PY-1 or earlier change (insert details of change) | PY-1 or earlier change (insert details of change). |
| This Note no longer used from 23 November 2007 - NX02 - PY change received (details of change) effective date (DD/MM/YY) of change, applied to CY for 06 April as CY entitlement also affected. Clerical action date set 28/09/2007 | PY change received (details of change) effective date (DD/MM/YY) of change, applied to CY for 06 April as CY entitlement also affected. Clerical action date set 28/09/2007. |
| This Note no longer used from 23 November 2007 - NX03 - PY finalised (details of change) Change will not affect CY entitlement, clerical action date set 28/09/2007 | PY finalised (details of change) Change will not affect CY entitlement, clerical action date set 28/09/2007. |
| NX04 - S17 rec’d / not rec’d (delete as appropriate) and income change made through Capture Renewal Declaration (DD/MM/YY) | S17 rec’d or not rec’d (user to delete) and income change made through Capture Renewal Declaration (DD/MM/YY). |
| NX05 - Manual correspondence marker added for PY income change up to upper income disregard | Manual correspondence marker added for PY income change up to upper income disregard. |
| NX06 - Auto S17 Case - Income change reported. S17 not rec’d | Auto S17 Case - Income change reported. S17 not rec’d. |
| NX07 - Cannot amend S18 decision referred to TAL | Referral sent to the Technical Advice Line (TAL) as changes are for disabled and severe disabled elements. |
| NX08 - *XX/XX (*insert year) change cannot be applied, referred to TCO. Change has been made to CY | *XX/XX (*insert year) change cannot be applied, referred to TCO. Change has been made to CY. |
| NX09 - Change reported on (DD/MM/YY) and actioned by TCO | Change reported on (DD/MM/YY) and actioned by TCO. |
| This Note no longer used from 15 August 2008 - NX10 - PY change cannot be applied, referred to TCO. Change does not apply to CY | PY change cannot be applied, referred to TCO. Change does not apply to CY. |
| This Note no longer used from 15 August 2008 - NX11 - PY change to (*date of death *child date of birth or *gender change) *delete as appropriate. Refer to Priority 1 CoC team | PY change to (*date of death *child date of birth or *gender change) *delete as appropriate. Refer to Priority 1 CoC team. |
| NX12 - *XX/XX (*insert year) change to customer date of birth. Refer to Mismatch team | *XX/XX (*insert year) change to customer date of birth. Refer to Mismatch team. |
| NX13 - TC664 issued for full CoCs details. CoC’s not yet dealt with. (Enter clmt’s name) and (State what details are missing). (Include BF date) | TC664 issued for full CoCs details. CoC’s not yet dealt with. (Enter clmt’s name) and (State what details are missing). (Include BF date). |
| NX14 - CoCs not yet dealt. Clmt (insert name) has provided the following details (State the details of change given so far). (Include date notified and the date(s) the change actually occurred if known) | CoCs not yet dealt. Clmt (insert name) has provided the following details (State the details of change given so far). (Include date notified and the date(s) the change actually occurred if known). |
| NX15 - TC664R issued. (include BF date) | TC664R issued. (include BF date). |
| NX16 - *XX/XX (*insert year) change rec’d before S17. TC664 sent to establish if change still applies (insert details of any further questions here). BF (DD/MM/YY) | *XX/XX (*insert year) change rec’d before S17. TC664 sent to establish if change still applies (insert details of any further questions here). BF (DD/MM/YY). |
| NX17 - Clmt provided CoC (state full details of change) on DD/MM/YY. Applied change | Clmt provided CoC (state full details of change) on DD/MM/YY. Applied change. |
| NX18 - Manual correspondence marker added for *XX/XX (*insert year) income change on (DD/MM/YY) | Manual correspondence marker added for *XX/XX (*insert year) income change on (DD/MM/YY). |
| NX19 - Clmt (insert name) has now provided *XX/XX (*insert year) actual income for Finalised Estimated case. *XX/XX (*insert year) income (and insert details of any other changes made at the same time) applied (include date notified and the date(s) the change actually occurred if known) | Clmt (insert name) has now provided *XX/XX (*insert year) actual income for Finalised Estimated case. *XX/XX (*insert year) income (and insert details of any other changes made at the same time) applied (include date notified and the date(s) the change actually occurred if known). |
| NX20 - CoCs not dealt with yet. Clmt (insert name) needs to provide actual income. (state full details of change that has been given). (include date notified and the date(s) the change actually occurred if known) | CoCs not dealt with yet. Clmt (insert name) needs to provide actual income. (state full details of change that has been given). (include date notified and the date(s) the change actually occurred if known). |
| NX21 - OE established *XX/XX (*insert year) Changes applied (state full details of change) | OE established *XX/XX (*insert year) Changes applied (state full details of change). |
| NX22 - OE not established *XX/XX (*insert year) change not applied (state full details of change) | Official Error (OE) not established therefore *XX/XX (*insert year) change cannot be applied. |
| NX23 - *XX/XX (*insert year) change to (insert change) not applicable | Award has decreased due to official error, unable to apply change. |
| NX24 - S19 Disclosure referral sent to clmt compliance | S19 Disclosure referral sent to clmt compliance. |
| NX25 - Change not applied. Change to customer’s or child’s DOB (delete as appropriate) referred to the M1 Mismatch Team | Change not applied. Change to customer’s or child’s DOB (delete as appropriate) referred to the M1 Mismatch Team. |
| NX26 - Change not applied. Confirmed with the Clmt it is not correct any more | Change not applied. Confirmed with the Clmt it is not correct any more. |
| NX27 - Inhibit signal set due to Establish if change can be made guidance. Reason ‘Annual Declaration Review’ | Inhibit signal set due to Establish if change can be made guidance. Reason ‘Annual Declaration Review’. |
| NX28 - Inhibit signal un-set due to Establish if a change can be made guidance | Inhibit signal un-set due to Establish if a change can be made guidance. |
| NX29 - Change not applied. *XX/XX (*insert year) change to death of a customer or child / change of gender (delete as appropriate) referred to TCO Priority 1 team | Change not applied. *XX/XX (*insert year) change to death of a customer or child / change of gender (delete as appropriate) referred to TCO Priority 1 team. |
| NX30 - Physical correspondence / RDC / CMA (delete as appropriate) records requested, case BF’d until doc’s received | Physical correspondence / RDC / CMA (delete as appropriate) records requested, case BF’d until doc’s received. |
| NX31 - Clmt provided CoC (state full details of change including date it happened) on DD/MM/YY. Change happened in YY/YY (PY-x) (insert year), Change cannot be applied, out of time | Clmt provided CoC (state full details of change including date it happened) on DD/MM/YY. Change happened in YY/YY (PY-x) (insert year), Change cannot be applied, out of time. |
| NX32 - Clmt provided CoC (state full details of change) on DD/MM/YY. Change happened on DD/MM/YY (insert year), YY/YY (CY) claim already terminated, change cannot be applied | Clmt provided CoC (state full details of change) on DD/MM/YY. Change happened on DD/MM/YY (insert year), YY/YY (CY) claim already terminated, change cannot be applied. |
| This Note no longer used from 30 November 2011 - NX33 - S19 potential referral sent to Tech Team (state full details of change). Overpayment £XX.XX Corres received (insert day, month, year) from Claimant (insert claimant 1 or 2). Corres sent to storage. TCO/WASH/COC/ (insert day, month, year of working the case | S19 potential referral sent to Tech Team (state full details of change). Overpayment £XX.XX Corres received (insert day, month, year) from Claimant (insert claimant 1 or 2). Corres sent to storage. TCO/WASH/COC/ (insert day, month, year of working the case |
| This Note no longer used from 30 November 2011 - NX34 - S19 potential referral sent to Tech Team (state full details of worlkist item and change). Overpayment £XX.XX. Work list item deleted. TCO/WASH/COC/ (insert day, month, year of working the case) | S19 potential referral sent to Tech Team (state full details of worlkist item and change). Overpayment £XX.XX. Work list item deleted. TCO/WASH/COC/ (insert day, month, year of working the case) |
| NX35 - Household breakdown in CY. PY actual income reported by (*insert customer name and details of PY actual income for the last tax year). Change cannot be applied, need ex-partner’s PY income details. NTC will need updating when ex-partner provides their actual PY income. | Household breakdown in CY. PY actual income reported by (*insert customer name and details of PY actual income for the last tax year). Change cannot be applied, need ex-partner’s PY income details. NTC will need updating when ex-partner provides their actual PY income. |
| NX36 - Updated NTC with both customers’ actual PY income details. | Updated NTC with both customers’ actual PY income details. |
| NX37 - Household breakdown in CY. Customer *(insert name) phoned to update ex-partner’s PY estimate income to actual income. Advised we cannot take the details from them, their ex-partner will need to contact us by 2SD to update their own income. | Household breakdown in CY. Customer *(insert name) phoned to update ex-partner’s PY estimate income to actual income. Advised we cannot take the details from them, their ex-partner will need to contact us by 2SD to update their own income. |
| NX38- Cust reported CoCs advised to send evidence within 30 days for change to be considered | If a customer reports a change of circs that will increase the award, within 6 months of a previous E&F decision, evidence must be presented and checked before the change can be applied. |
Retrospective cases
TCO has undertaken an exercise to rework 2003-2004, 2004-2005, 2005-2006 and 2006-2007 cases where a change has been made after the award has been finalised. This is to establish if the change was lawfully applied.
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NY01 - TC953 Enquiry into 05/06 or 06/07 award in progress (group xx, Team xx) | TC953 Enquiry into 05/06 or 06/07 award in progress (group xx, Team xx). |
| NY02 - TC953 Enquiry into 05/06 or 06/07 award complete - decision correct. TC961 not issued as case RLS. (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx) | TC953 Enquiry into 05/06 or 06/07 award complete - decision correct. TC961 not issued as case RLS. (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx). |
| NY03 - TC953 Enquiry into 05/06 or 06/07 award complete, TC961 issued to customer to advise decision correct. (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx) | TC953 Enquiry into 05/06 or 06/07 award complete, TC961 issued to customer to advise decision correct. (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx). |
| NY04 - TC953 Enquiry into 05/06 or 06/07 award complete, TC962 and new notice to confirm award version ?? dated DD/MM/YYYY issued to customer (group xx, Team xx) | TC953 Enquiry into 05/06 or 06/07 award complete, TC962 and new notice to confirm award version ?? dated DD/MM/YYYY issued to customer (group xx, Team xx). |
| NY05 - TC953 Enquiry into 05/06 or 06/07 award complete. TC963 issued to customer for award version ?? dated DD/MM/YYYY. Invalid overpayment remitted Award period 2005-2006 WTC (£00.00) CTC (£00.00) (group xx, Team xx) | TC953 Enquiry into 05/06 or 06/07 award complete. TC963 issued to customer for award version ?? dated DD/MM/YYYY. Invalid overpayment remitted Award period 2005-2006 WTC (£00.00) CTC (£00.00) (group xx, Team xx). |
| NY06 - TC954 review of *03/04,*04/05 (*delete as appropriate) award in progress (group xx, Team xx) | TC954 review of *03/04,*04/05 (*delete as appropriate) award in progress (group xx, Team xx). |
| NY07 - TC954 review of *03/04,*04/05 (*delete as appropriate) complete - decision correct.TC961a not issued as case RLS (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx) | TC954 review of *03/04,*04/05 (*delete as appropriate) complete - decision correct.TC961a not issued as case RLS (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx). |
| NY08 - TC954 review of *03/04,*04/05 (*delete as appropriate) award complete, TC961a issued to customer to advise decision correct. (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx) | TC954 review of *03/04,*04/05 (*delete as appropriate) award complete, TC961a issued to customer to advise decision correct. (Correct award version XX dated DD/MM/YYYY) (group xx, Team xx). |
| NY09 - TC954 review of *03/04,*04/05 (*delete as appropriate) award complete - TC962a and manual award notice for award version XX, dated (DD/MM/YYYY) issued to customer (group xx, Team xx) | TC954 review of *03/04,*04/05 (*delete as appropriate) award complete - TC962a and manual award notice for award version XX, dated (DD/MM/YYYY) issued to customer (group xx, Team xx). |
| NY10 - TC954 review of *03/04,*04/05 (*delete as appropriate) award complete. TC963a issued to customer award version ?? dated DD/MM/YYYY. Invalid overpayment remitted *Award period 2003-2004 WTC (£00.00) CTC (£00.00). *Award period 2004-2005 WTC (£00.00) CTC (£00.00) (*delete as appropriate) (group xx, Team xx) | TC954 review of *03/04,*04/05 (*delete as appropriate) award complete. TC963a issued to customer award version ?? dated DD/MM/YYYY. Invalid overpayment remitted *Award period 2003-2004 WTC (£00.00) CTC (£00.00). *Award period 2004-2005 WTC (£00.00) CTC (£00.00) (*delete as appropriate) (group xx, Team xx). |
| NY11 - TC953 enquiry of 05/06 or 06/07 - TC953 issued to customer(s) (group xx, Team xx) | No form TC953 was previously issued because the case was RLS. New address traced and form TC953 has now been issued to each customer. |
| NY12 - *TC953/TC954 review case in BF (*delete as appropriate) (group xx, Team xx) | Casepapers or CMA records have been requested. |
| NY13 - TC954 review of *03/04, *04/05 (*delete as appropriate) award complete - case RLS. If new address received issue TC962a & manual award notice for award version ??, dated DD/MM/YYYY (group xx, Team xx) | If new address received follow the relevant guidance for the referral route to the specialist team. For specialist team only: If a new address is received, complete and issue the appropriate documents as detailed in the Household Note. |
| NY14 - TC954 review of *03/04, *04/05 (*delete as appropriate) award complete - case RLS. If new address received issue *TC963a/TC965a/TC966a (*delete as appropriate) & manual award notice for award version ??, dated DD/MM/YYYY. Invalid overpayment to be remitted for award period *2003-2004, *2004-2005 (*delete as appropriate) WTC (£00.00) CTC (£00.00) (group xx, Team xx) | If new address received follow the relevant guidance for the referral route to the specialist team. For specialist team only: If a new address is received, complete and issue the appropriate documents as detailed in the Household Note. |
| NY15 - TC953 Enquiry of 05/06 or 06/07 award complete - case RLS. If new address received issue TC962 & manual award notice for award version ??, dated DD/MM/YYYY (group xx, Team xx) | If new address received follow the relevant guidance for the referral route to the specialist team. For specialist team only: If a new address is received, complete and issue the appropriate documents as detailed in the Household Note. |
| NY16 - TC953 Enquiry of 05/06 or 06/07 award complete - case RLS. If new address received issue *TC963/TC965/TC966 (*delete as appropriate) & manual award notice for award version ??, dated DD/MM/YYYY. Invalid overpayment to be remitted for award period 2005-2006 or 2006-2007 WTC (£00.00) CTC (£00.00) (group xx, Team xx) | If new address received follow the relevant guidance for the referral route to the specialist team. For specialist team only: If a new address is received, complete and issue the appropriate documents as detailed in the Household Note. |
| NY17 - TC953 Enquiry into 05/06 or 06/07 award complete. *TC965/TC966 (*delete as appropriate) issued to customer for award version ?? dated DD/MM/YYYY. Invalid overpayment remitted for award period 2005-2006 or 2006-2007 WTC (£00.00) CTC (£00.00). Cheque for £xx.xx to be issued to customer (group xx, Team xx) | TC953 Enquiry into 05/06 or 06/07 award complete. *TC965/TC966 (*delete as appropriate) issued to customer for award version ?? dated DD/MM/YYYY. Invalid overpayment remitted for award period 2005-2006 or 2006-2007 WTC (£00.00) CTC (£00.00). Cheque for £xx.xx to be issued to customer (group xx, Team xx). |
| NY18 - TC954 review of *03/04,*04/05 (*delete as appropriate) award complete. *TC965a/TC966a (*delete as appropriate) issued to customer for award version ??, dated DD/MM/YYYY. Invalid overpayment remitted for award period *2003-2004, *2004-2005 (delete as appropriate) WTC (£00.00) CTC (£00.00). Cheque for £xx.xx to be issued to customer (group xx, Team xx) | TC954 review of *03/04,*04/05 (*delete as appropriate) award complete. *TC965a/TC966a (*delete as appropriate) issued to customer for award version ??, dated DD/MM/YYYY. Invalid overpayment remitted for award period *2003-2004, *2004-2005 (delete as appropriate) WTC (£00.00) CTC (£00.00). Cheque for £xx.xx to be issued to customer (group xx, Team xx). |
| NY19 - TC953 enquiry of 06/07-TC953 issued to customer(s) | TC953 enquiry of 06/07-TC953 issued to customer(s). |
Consider PY-1 or earlier changes
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 - ‘CxHx/PID/telephone number’
| Message | Explanation |
|---|---|
| NZ01 - Change of circumstances [insert details of change] already considered and/or actioned | The change has already been made or been considered. |
| NZ02 - Cannot amend S18 decision sent to TAL (Technical Advice Line) | The case is over two years old and isn’t finalised, not auto renewed, not managed finalised and maybe showing as ceased or terminated. Therefore, it needs referring to TAL to identify the problem. |
| NZ03 - TC664 issued for full CoC details. CoC’s not yet dealt with. (Enter clmt’s name) and (State what details are missing). (Include BF date) | Form TC664 has been issued to obtain details of the change of circumstances that haven’t been dealt with. |
| NZ04 - CoC not yet dealt with. Clmt (insert name) has provided the following details (State the details of change given so far). (Include date notified and the date(s) the change actually occurred if known) | Household notes have been updated with details of the change of circumstances the customer has provided so far, including date notified and date change actually occurred. |
| NZ05 - TC664 issued for full CoC details. CoC’s not yet dealt with. (Enter clmt’s name) and (State what details are missing). (Include BF date) | TC664 issued for full CoC details. CoC’s not yet dealt with. (Enter clmt’s name) and (State what details are missing). (Include BF date). |
| NZ06 - CoC not yet dealt with. Clmt (insert name) has provided the following details (State the details of change given so far). (Include date notified and the date(s) the change actually occurred if known) | Household Notes have been updated with details of the change of circumstances the customer has provided so far, including date notified and date change actually occurred. |
| This Note no longer used from July 2018 - NZ07 - TC664R issued. (Include BF date) | TC664R issued. (Include BF date). |
| NZ08 - Change could not be processed no reply to TC664R. (Include details of change) | Change could not be processed no reply to TC664R. (Include details of change). |
| NZ09 - Error identified *XX/XX (*insert year) Changes not applied no impact (state full details of change) | Error identified *XX/XX (*insert year) Changes not applied no impact (state full details of change). |
| NZ10 - Unable to apply *XX/XX (*insert year) \nchange, out of time | Unable to apply *XX/XX (*insert year) \nchange, out of time.\nFor Information: This note was previously labelled as ‘No Longer Used’ from July 2018 to June 2022. Wording removed following review. |
| NZ11 - OE established *XX/XX (*insert year) Changes applied (state full details of change) | Official error has been established and the change has been applied. |
| NZ12 - OE established *XX/XX (*insert year) Changes applied (state full details of change), TC648 referral sent to manual payments for a one off payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X | Official error has been established and the change has been applied. A manual payment needs to be issued for the underpayment.\nFor Information: This note was previously labelled as ‘No Longer Used’ from July 2018 to June 2022. Wording removed following review. |
| NZ13 - HMRC mistake established, *XX/XX (*insert year) Changes not applied because change results in an overpayment (state full details of change and amount of overpayment) | HMRC mistake has been established but the change hasn’t been applied because it will cause an overpayment. |
| NZ14 - OE not established *XX/XX (*insert year) change not applied (state full details of change and amount of underpayment) | Official error hasn’t been established therefore the change can’t be applied. |
| NZ15 - *XX/XX (*insert year) change not applicable (state full details of change) | The change will cause an overpayment because PY entitlement has decreased and therefore the change isn’t applicable. |
| This Note no longer used from 9 July 2009 - NZ16 - S19 Disclosure referral for PY X sent to customer compliance (state full details of change) | (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY). |
| NZ17 - Change not applied. DOD/DOB (delete as appropriate) referred to the P1 CoC’s Team | The date of death or date of birth change hasn’t been applied and has been sent to the Priority 1 CoC Team to be worked. |
| NZ18 - Cannot amend S18 decision referred to TAL | Referred to TAL for a decision because the change will result in the Disability and/or Severe Disability element being backdated in a period covered by the finalised PY-1 or earlier award. |
| NZ19 - Official error not apparent *XX/XX (*insert year) changes not applied (state full details of change) *TC960 sent (*delete if not appropriate) | No official error has been identified, therefore the change hasn’t been applied. |
| This Note no longer used from July 2018 - NZ20 - Unable to apply *XX/XX (*insert year) change, entitlement decreased by more than £100.00, clerical *BF/Action (*delete as appropriate) date set 02/07/09 | Unable to apply *XX/XX (*insert year) change, entitlement decreased by more than £100.00, clerical *BF/Action (*delete as appropriate) date set 02/07/09. |
| NZ21 - *XX/XX (*insert year). Change cannot be applied as PY-2 (state details of change). Entitlement calc off system WTC £x CTC £x. TC648 referral sent to manual payments for a one off payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X | *XX/XX (*insert year). Change cannot be applied as PY-2 (state details of change). Entitlement calc off system WTC £x CTC £x. TC648 referral sent to manual payments for a one off payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X. |
| NZ22 - *XX/XX (*insert year). Change cannot be applied as PY-2 (state details of change). Entitlement calc off system WTC £x, CTC £x. Manual setoff calculated. Underpayment of £x from xx/xx used to reduce overpayment. £x remitted for xx/xx (insert year[s]) | *XX/XX (*insert year). Change cannot be applied as PY-2 (state details of change). Entitlement calc off system WTC £x, CTC £x. Manual setoff calculated. Underpayment of £x from xx/xx used to reduce overpayment. £x remitted for xx/xx (insert year[s]). |
| NZ23 - *XX/XX (*insert year). Change cannot be applied as PY-2 (state details of change). Entitlement calc off system WTC £x, CTC £x. Manual set off calculated. Underpayment of £x from xx/xx used to reduce overpayment. £x remitted for xx/xx (insert year[s]). Remaining underpayment to be paid. TC648 referral sent to manual payments for a one off payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X | *XX/XX (*insert year). Change cannot be applied as PY-2 (state details of change). Entitlement calc off system WTC £x, CTC £x. Manual set off calculated. Underpayment of £x from xx/xx used to reduce overpayment. £x remitted for xx/xx (insert year[s]). Remaining underpayment to be paid. TC648 referral sent to manual payments for a one off payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X. |