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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

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’

 

The introduction of the Department for Work and Pension’s (DWP) Universal Credit (UC) has begun. Specific household notes have been developed to enable clear identification of Stopping Tax Credit (STC) cases.

Current STC standardised messages

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
   
TA01 - (GB) - Case received by Compliance Operational Risk Team. (Insert CO number/HO number/PID/Contact Number) Case received by Compliance Operational Risk Team to risk the case and carry out an intervention if necessary.
     
  TA02 - (GB) - Case risked, no risks identified. (Insert CO number/HO number/PID/Contact Number) Case risked by Compliance Operational Risk Team, no risks identified, compliance action complete.
  TA03 - (GB) - Intervention closed, information supplied proves risk/proves no risk* (delete as appropriate). (Insert CO number/HO number/PID/Contact Number) Case risked by Compliance Operational Risk Team, risks identified, intervention worked and any necessary action complete.
  TA04 – (GB) – STC High Risk following UC transition risk assessment. This is a system generated note. Compliance will look at the claim to check if an intervention is required.
  TA05 – (GB) – Please do not make any amendments to claim (Year). Letter iss by Compliance DD/MM/YY. If cust wishes to discuss clm, adv to call phone number on the letter. (Insert CO number/HO number/PID/Contact Number) Compliance have concluded their enquiries and notified the customer. If the customer wishes to discuss the decision they should contact the number shown on their letter.
  TA06 – (GB) – No response from cust. Changes made* (*list changes made) based on evidence held. (Insert CO number/HO number/PID/Contact Number) The customer has failed to reply to our request for information. The claim has been amended using the evidence that we hold.
  TA07 – (GB) – Contacted cust for further information. Advised to supply by DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) We have contacted the customer for further information. They need to supply the information by the date shown.
  TA08 – (GB) – UTC to customer. Reminder letter TCC265  issued. (Insert CO number/HO number/PID/Contact Number) We have been unable to contact the customer by phone to obtain the information that we need. We have sent a reminder letter to the customer.
  TA09 – (GB) – No reply to TCC*(*insert letter). Reminder letter TCC265 issued. (Insert CO number/HO number/PID/Contact Number) The customer has not replied to our letter requesting information. We have sent them a reminder letter.
  TA10 – (GB) – No response from cust. Changes already made that resolve previous risk(s). NFA necessary. Case closed. (Insert CO number/HO number/PID/Contact Number) The customer did not reply to our request for information, however, all risks cleared and there is no further action to take.
  TA11 – (GB) – Info rec’d from cust. Changes already made that resolve previous risk(s). NFA necessary. Case closed. (Insert CO number/HO number/PID/Contact Number) Customer has replied to our request for information, however, all risks have already been cleared and there is no further action to take.
  TA12 – (GB) – STC compliance case. BF until 1SD for action to be taken. (Insert CO number/HO number/PID/Contact Number) The customer has claimed Universal Credit (UC). We are awaiting for the First Specified Date (1SD to determine action to take regarding any risks).
  TA13 – (GB) - STC compliance case. BF awaiting case to be finalised (Insert CO number/HO number/PID/Contact Number) The customer has Claimed Universal Credit (UC). Awaiting the previous year (PY) claim to be finalised before any action is taken to determine any risks.
  TA14 – (GB) - STC compliance case. BF awaiting issue of IYS17 before any action taken (Insert CO number/HO number/PID/Contact Number) The customer has claimed Universal Credit (UC). We are awaiting the IYS17 notice to be issued before any action is taken.
  TA15 – (GB) - STC compliance case. BF until IYSD has passed for action to be taken (Insert CO number/HO number/PID/Contact Number) The customer has claimed Universal Credit (UC). We are waiting until the specified date has passed before any action Is taken.
  TA16 – (GB) – STC compliance case. BF awaiting issue of S16 for action to be taken (Insert CO number/HO number/PID/Contact Number) The customer has claimed Universal Credit (UC). We are waiting for the PY S17notice to be issued before we determine any action.
  TA17 – (GB) – No reply to TCC*(insert letter). Claim amended on info held (detail changes). Closing letter issued (Insert CO number/HO number/PID/Contact Number) The customer did not reply to our request for information. We have amended our records with the information that we hold and notified the customer by letter.
  TA18 – (GB) – Contact by phone to cust. Confirmed receipt of opening letter (Insert CO number/HO number/PID/Contact Number) We have confirmed with the customer that they have received their opening letter.
  TA19 – Contacted cust. Confirmed they have not received opening letter. Copy issued (Insert CO number/HO number/PID/Contact Number) We have confirmed with the customer that they have not received their opening letter. to enquire into their claim. We have issued a copy.
  TC01  - TC603 Award Declaration for 06/04/UY - DD/MM/YY (and TC828IYF ) manually issued, reply required by IYSD DD/MM/YY .(Insert CO number/HO number/PID/Contact Number) A manual TC603 Award Declaration (and a TC828 if overseas or family supplement case) requesting other member state benefit details has been issued
  TC02 - TC828 not received. Duplicate TC828 issd BF DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) TC828 requesting other member state benefit details has not been returned, duplicate TC828 issued
  TC03 - TC697 issued to Clmt1/2 on (DD/MM/YY) to advise them to claim family benefits from (COUNTRY). (Insert CO number/HO number/PID/Contact Number) TC697 issued advising the customer to make a claim for other member state child benefits
  TC04 - TC603 Award Declaration for 06/04/UY - DD/MM/YY received not signed / signed. No COC’s / COC defaulted to Yes / COC outstanding. TC603 captured. Income Ap1 £XXXX Ap2 £XXXX. (Insert CO number/HO number/PID/Contact Number) TC603 received and captured. Deleted as appropriate to indicate whether signed or not and whether SOC completed and COC outstanding
  TC05 - contacted AP1/ AP2 by phone to confirm COC. COC(enter details) applied. (Insert CO number/HO number/PID/Contact Number) Contacted applicant by phone to confirm outstanding COC. COC applied
  TC06 - TC664 issued to confirm COC. BF DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) TC664IYF issued to applicant to confirm outstanding COC.
  TC07 – COC (details DD/MM/YY) ceases entitlement before tax credit stop date DD/MM/YY - TC603 Award Declaration marked as not served. TC603 Award Declaration for 06/04/UY - DD/MM/YY manually re-issued, reply required by IYSD DD/MM/YY . (Insert CO number/HO number/PID/Contact Number) A HHBD has been reported with an effective date of before the tax credits stop date. TC603 marked as not served. Re-issued to reflect new UY period. Reply required by IYSD.
  TC08 - no response to TC828. Child (NAME) (DOB) responsibility end date DD/MM/YY entered. (Insert CO number/HO number/PID/Contact Number) No response received to TC828. Child responsibility end date entered.
  TC09 - TC664IYF not received. SOC defaulted to Y. (Insert CO number/HO number/PID/Contact Number) TC664IYF requesting outstanding COC information not received. Defaulted SOC to Yes.
  TC10 –Customer (TC664IYF / HHN) conf no COC. SOC defaulted to Y. (Insert CO number/HO number/PID/Contact Number) TC664IYF received. / HHN contains COC information. Confirmed COC correct. SOC updated to Yes.
  TC11 –Customer (TC664IYF / HHN DD/MM/YY)  conf COC. COC applied (enter details). SOC defaulted to Y. (Insert CO number/HO number/PID/Contact Number) TC664IYF requesting outstanding COC received / HHN contains COC information. COC applied. SOC updated to Yes
  TC12 - UY/PY debt unstable due to MR/Complaint/Appeal. BF DD/MM/YY (Insert CO number/HO number/PID/Contact Number) UY / PY debt is unstable due to a MR, Complaint or Appeal
  TC13 - UY/PY debt unstable - within 30 days of Final Award Notice issue. BF DD/MM/YY (Insert CO number/HO number/PID/Contact Number) UY/PY debt unstable as within 30 days of Final Award Notice issue. BF DD/MM/YY
  TC14 - Complex TC33 sent to DMB on DD/MM/YY for PY (YY/YY) WTC OPMT £XXXX CTC OPMT £XXXX. (and) for UY (06/04/UY - DD/MM/YY) WTC OPMT £XXXX CTC OPMT £XXXX. (Insert CO number/HO number/PID/Contact Number) TC33 sent to DMB containing UY and/or PY debt
  TC15 - Appeal marker set/unset (delete as appropriate). Complex late appeals form completed for App 1/App 2 (delete as appropriate) and issued to DWP on DD/MM/YYYY (Insert CO number/HO number/PID/Contact Number) Appeal marker set/unset. Complex late appeal form completed and issued to DWP to inform them to either suspend or unsuspend recovery
  TC16 - Incorrect debt amount being informed to customer, and being presented to DWP for collection (Insert CO number/HO number/PID/Contact Number) Incorrect debt amount is being transferred to DWP for collection and informed to the customer.  This debt will be treated as ‘unstable’ to prevent incorrect information being given to the customer and transferred to DWP
  TC17 - Pymt of £xxxx paid on DD/MM/YYYY, has been paid in error.  Customer to be contacted shortly to explain what to do next (Insert CO number/HO number/PID/Contact Number) Incorrect payments have been made to some customers who have transferred to UC and have received a payment in error.  These customers are being contacted to discuss what to do next.
  TD01 - Do not process. This is a system generated (pre-award) application note that indicates that the customer may potentially be claiming Universal Credit and tax credits at the same time. An entry on the Dual Provision worklist will be populated which B&C Model Office will work.
  TD01 - Potential Universal Credit Dual Provision detected. Do not process. This is a system generated (post award) household note that indicates that the customer may potentially be claiming Universal Credit and tax credits at the same time. An entry on the new Dual Provision worklist will be populated which B&C Model Office will work.
  TD02 - (GB) - DD/MM/YY No Dual Provision identified, no further action. (Insert CO number/HO number/PID/Contact Number) We have confirmed with DWP that Universal Credit is not in payment and the tax credit claim can be processed/continue.
  TD03 - (GB) - DD/MM/YY UC for App1/App2* (*delete as appropriate) ended DD/MM/YY, amended effective date to DD/MM/YY. Do not backdate any earlier. (Insert CO number/HO number/PID/Contact Number) To prevent the customer from receiving Universal Credit and tax credits at the same time we have amended the effective date to prevent backdating a tax credit claim into a period of Universal Credit entitlement.
  TD04 - (GB) - DD/MM/YY Dual Provision identified for App1/App2* (*delete as appropriate), TC stop date DD/MM/YY applied. (Insert CO number/HO number/PID/Contact Number) We have confirmed with DWP that the customer is claiming Universal Credit (UC). There is no tax credit end date therefore we have applied an end date of the day before their UC started.
  TD05 - (GB) - DD/MM/YY App1/App2* (*delete as appropriate) in receipt of UC on rec’d date. Claim rejected. (Insert CO number/HO number/PID/Contact Number) We have confirmed with DWP on the date we received a new tax credit claim the customer was already claiming Universal Credit. We have rejected the claim.
  TD06 - (GB) -Original household end date of DD/MM/YY revised to tax credit stop date of DD/MM/YY as Dual Provision identified for App1/App2* (*delete as appropriate). (Insert CO number/HO number/PID/Contact Number) We have confirmed with DWP that the customer was claiming Universal Credit (UC) from an earlier date than their existing Household breakdown, therefore we have changed the end date to the day before their UC claim date.
  TD07 - (GB) - DD/MM/YY BF one day, TC stop date to be entered as dual provision identified. (Insert CO number/HO number/PID/Contact Number) We have confirmed with DWP that the customer is claiming Universal Credit (UC) but they have a period of tax credit entitlement. Model Office will use this note when they have to BF a claim overnight before they apply a household breakdown on a pre-award claim that we are going to award but restrict payment up to the day before UC claim date.
  TD08 - (GB) - DD/MM/YY BF awaiting pre-award/compliance/NINO VAL* (*delete as appropriate) response. (Insert CO number/HO number/PID/Contact Number) Model Office will use this when they have BF’d a case and are waiting for information/action from other areas.
  TD09 - (GB) - DD/MM/YY requested UC dates for App1/App2* (*delete as appropriate), awaiting DWP reply. (Insert CO number/HO number/PID/Contact Number) There is a Dual Provision worklist entry for App1/App2 but backdating the tax credit claim further than the Universal Credit end date could result in Dual Provision,
  TD10 - (GB) - No Dual Provision identified for App1/App2* (*delete as appropriate). If CoC’s rec’d require backdating do not backdate to any earlier than DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) We have confirmed that there is no Dual Provision for App1/App2 but backdating the tax credit claim would result in Dual Provision.
  TD11 - (GB) - e-mail sent to DMB requesting debt figure. BF 3 working days. (Insert CO number/HO number/PID/Contact Number) We have sent an e-mail to Debt Management and Banking (DMB) to ask if the customer has any outstanding debt that can be recovered from their Universal Credit award.
  TD12 - (GB) - HMRC Referral Proforma returned to UC Debt management. Debt of £XX.XX notified. (Insert CO number/HO number/PID/Contact Number) We have sent the HMRC Referral Proforma to DWP informing them of the debt for previous finalised year’s overpayments and requested that they recover this from Universal Credit (UC).
  TD13 - (GB) - Reply received from DMB. No debt notified. (Insert CO number/HO number/PID/Contact Number) Debt Management and Banking (DMB) have confirmed that the customer does not have a current outstanding tax credit overpayment.
  This Note no longer used from 28 August 2015  
TD14 - UC Stop Notice has cleared the Dual Provision worklist entry. We have received a Universal Credit (UC) stop notice which has cleared the entry on the Dual Provision worklist.  
  TD15 - Restore attempted. Unable to restore due to Dual Provision. Emailed Model Office (enter PI number). (Insert CO number/HO number/PID/Contact Number) A user has attempted to restore a terminated claim into a period of Universal Credit, this has been prevented and the case has been placed on the Dual Provision worklist for Model Office to take Dual Provision restore action.
  TD16 - Customer payment received whilst debt in transit to DWP (Insert CO number/HO number/PID/Contact Number) This is an automated message to identify cases where a customer has made a payment when their debt is being transferred to DWP for collection.
  TD17 – DD/MM/YYYY case referred to TALLO for further action (insert details of action requested and action already taken) - awaiting response (insert CO number/HO number/PID/Contact Number) Case requires further action – referred to TALLO
  TD18 – DD/MM/YYYY case referred to Complex for action (insert CO number/HO number/PID/Contact Number) Case requires further action – referred to complex team
  TE01 - Change of circumstances [insert details of change] already considered and/or actioned (Insert CO number/HO number/PID/Contact Number) The change has already been made or been considered.
  TE02 - TC664 issued for full CoCs details. CoC’s not yet dealt with. (Enter customer’s name and state what details are missing. Include BF date). (Insert CO number/HO number/PID/Contact Number) TC664 issued for full CoCs details. CoC’s not yet dealt with.
  TE03 - TC664R issued (include BF date). (Insert CO number/HO number/PID/Contact Number) TC664R issued.
  TE04 - CoCs not yet dealt with. Customer (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). (Insert CO number/HO number/PID/Contact Number) CoCs not yet dealt with. Customer (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).
  TE05 - Customer provided CoC (state full details of change) on DD/MM/YY, change applied. (Insert CO number/HO number/PID/Contact Number) Customer provided CoC (state full details of change) on DD/MM/YY, change applied.
  TE06 - Physical correspondence / RDC / CMA (delete as appropriate) records requested, case BF’d until doc’s received. (Insert CO number/HO number/PID/Contact Number) Physical correspondence / RDC / CMA (delete as appropriate) records requested, case BF’d until doc’s received.
  TE07 - Change not applied. Change to customer’s or child’s DOB (delete as appropriate) referred to the M1 Mismatch Team. (Insert CO number/HO number/PID/Contact Number) Change not applied. Change to customer’s or child’s DOB (delete as appropriate) referred to the M1 Mismatch Team.
  TE08 - 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. (Insert CO number/HO number/PID/Contact Number) 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.
  TG01 - DD/MM/YY TC claim rejected, directed to UC Digital. Man TC601 iss’d. (Insert CO number/HO number/PID/Contact Number) The customer is no longer eligible to claim tax credits because they live in a Universal Credit area and tax credits are not available in their postcode area.
  TG02 – DD/MM/YY MAN CAP. (Insert CO number/HO number/PID/Contact Number) The claim has been manually captured by PT Ops advisor. Customer has provided all their information.
  TG03 – TC claim partially captured by PT Ops. Customer has not provided (*user to input the details) (Insert CO number/HO number/PID/Contact Number) PT Ops have captured a TC claim, however the customer was not able to supply all the relevant information shown in the message to fully capture.
  TG04 - DD/MM/YY TC claim REJ. Postcode closed and no PCQA TC601U issd (Insert CO number/HO number/PID/Contact Number) TC claim rejected. Postcode closed and no Pension Credit Qualifying Age (PCQA)
  TG05 - DD/MM/YY TC processed. Postcode closed and no PCQA but exceptions present. GSC override applied. (Insert CO number/HO number/PID/Contact Number) TC processed. Postcode closed and no Pension Credit Qualifying Age (PCQA) exceptions present. Geographic Step Closure (GSC) applied.
  TG06 - DD/MM/YYYY not eligible to claim TC.  Postcode closed and no PCQA (insert CO number/HO number/PID/Contact Number) Not eligible to claim TC due to postcode closed and there is no Pension Credit Qualifying Age (PCQA) exceptions present.
  TI01 - ‘UC Household Breakdown case, joint reply cannot be captured’ message present. Unable to take any further action. (Insert CO number/HO number/PID/Contact Number) ‘UC Household Breakdown case, joint reply cannot be captured’ message present. Unable to take any further action.
  TI02 - ‘There are no outstanding declarations for this household’ message present. Unable to take any further action. (Insert CO number/HO number/PID/Contact Number) ‘There are no outstanding declarations for this household’ message present. Unable to take any further action.
  TI03 - Duplicate Award Declaration passed to STC Model Office. (Insert CO number/HO number/PID/Contact Number) Duplicate Award Declaration passed to STC Model Office.
  TI04 - Terminated Compliance. (Insert CO number/HO number/PID/Contact Number) Case with status of ‘Terminated Compliance’ has been transferred to the Fully Worked And Awaiting System Deletion MU.
  TI05 - Record IYS17 Not Served referral rec’d from (insert Contact Centre, correspondence as applicable, the advisor contact details and the date on the referral form or correspondence), App1/App2 (as applicable) marked as Not Served’ and CCO notified. (Insert CO number/HO number/PID/Contact Number) IYS17 Not Served.
  TI07 - Record IYS17 Not Served referral rec’d from (insert Contact Centre as applicable, insert advisor contact details and the date on the referral form or correspondence) and App1/ App2 (delete as applicable) marked as Not Served. (Insert CO number/HO number/PID/Contact Number) IYS17 Not Served.
  TI08 - Record IYS17 Not Served referral received from (insert Contact Centre or correspondence as applicable, insert advisor contact details and the date on the referral form or correspondence). App1/App2 (delete as appropriate) marked as RLS Award Declaration not issued. (Insert CO number/HO number/PID/Contact Number) IYS17 Not Served.
  TI09 - Barcode Ref. XXXXX Superseded. AD sent to storage. (Insert CO number/HO number/PID/Contact Number) Award Declaration received, but it has been superseded by a later Award Declaration, which has not yet been received. The Barcode reference of the superseded Award Declaration will be shown in the note.
  TI11 - Contacted CIO (name and extension number) cannot continue with action, action date set. (Insert CO number/HO number/PID/Contact Number) Case has a ‘SCO’ signal present, contacted CIO, informed that cannot continue with action. Action date set XX/XX/20XX.
  TI12 - Contacted Compliance Officer (name and extension number) informed can continue with action. (Insert CO number/HO number/PID/Contact Number) Case has an ‘Inhibited’ or ‘Claim Under Enquiry’ signal present, contacted Compliance Officer, informed that can continue with action.
  TI13 - Contacted Compliance Office (name and extension number) cannot continue with action, action date set. (Insert CO number/HO number/PID/Contact Number) Case has an ‘Inhibited’ or ‘Claim Under Enquiry’ signal present, contacted Compliance Officer, informed that cannot continue with action. Action date set XX/XX/20XX.
  TI14 - Customer reported HHBD DD/MM/YY, system updated. (Insert CO number/HO number/PID/Contact Number) Customer reported HHBD DD/MM/YY, system updated.
  TI15 - Customer reported HHBD DD/MM/YY and new address, system updated & clmnt1/2 marked RLS. (Insert CO number/HO number/PID/Contact Number) Customer reported HHBD DD/MM/YY and new address, system updated & clmnt1/2 marked RLS.
  TI16 - Complex Case referred to International Team/Model Office. (Insert CO number/HO number/PID/Contact Number) Complex Case referred to International Team/Model Office.
  TI17 - DOD indicator Case referred to the P1 CoC’s Team. (Insert CO number/HO number/PID/Contact Number) Date Of Death indicator Case referred to the P1 CoC’s Team.
  TI18 - UY finalised in function Maintain IY Finalisation. (Insert CO number/HO number/PID/Contact Number) UY finalised in function Maintain IY Finalisation.
  TI48 - Terminated Compliance. (Insert CO number/HO number/PID/Contact Number) Case with status of ‘Terminated Compliance’ has been transferred to the Fully Worked And Awaiting System Deletion MU.
  TI49 - Contacted Compliance Officer (name and extension number) informed can continue with action. (Insert CO number/HO number/PID/Contact Number) Case has an ‘Inhibited’ or ‘Claim Under Enquiry’ signal present, contacted Compliance Officer, informed that can continue with action.
  TI50 - Contacted Compliance Office (name and extension number) cannot continue with action, action date set. (Insert CO number/HO number/PID/Contact Number) Case has an ‘Inhibited’ or ‘Claim Under Enquiry’ signal present, contacted Compliance Officer, informed that can’t continue with action. Action date set XX/XX/20XX.
  TI51 - Contacted CIO (name and extension number) informed can continue with action. (Insert CO number/HO number/PID/Contact Number) Case has a ‘SCO’ signal present, contacted CIO and informed that can continue with action.
  TI52 - Contacted CIO (name and extension number) cannot continue with action, action date set. (Insert CO number/HO number/PID/Contact Number) Case has a ‘SCO’ signal present, contacted CIO and informed that cannot continue with action. Action date set XX/XX/20XX.
  TI53 - Complex Case referred to International Team. (Insert CO number/HO number/PID/Contact Number) The genuine complex case has been transferred to the International Team in Washington to complete their action.
  TI54 - DOD indicator Case referred to the P1 CoC’s Team. (Insert CO number/HO number/PID/Contact Number) A Date Of Death indicator is shown for one or both of the customers. The case has been transferred to the Priority 1 Change of Circumstances Team.
  TI55 - 20XX-20XX Award finalised off system on information held, no impact on claim, no reply to award declaration/enquiry sent. Claim will still show as Unfinalised on system. (Insert CO number/HO number/PID/Contact Number) The claim could not be finalised on the computer. All the enquiries were sent manually. No reply to the enquiries so the claim was finalised off system on the information held.
  TI56 - 20XX-20XX claim finalised off system with Award Declaration details provided (record income information provided), information provided is same as information on the claim, no impact on entitlement for 20XX/20XX. Claim will still show as Unfinalised on system. (Insert CO number/HO number/PID/Contact Number) The claim could not be finalised on the computer. All the enquiries were sent manually. The information provided is the same as on the claim so there was no impact on the entitlement. The claim was finalised off system.
  TI57 - 20XX-20XX claim finalised off system with Award Declaration details provided (record income information provided), SEES calculation done and new annual declaration details provided has no impact on entitlement. Claim will still show as Unfinalised on system. (Insert CO number/HO number/PID/Contact Number) The claim could not be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The information provided has no impact on the entitlement. The claim was finalised off system.
  TI58 - 20XX-20XX claim finalised off system with Award Declaration details provided (record income information provided), SEES calculation done and new annual declaration details created an overpayment of (record amount) that is remitted. IPG informed of overpayment. Claim will still show as Unfinalised on system. (Insert CO number/HO number/PID/Contact Number) The claim could not be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new Award Declaration information provided created an overpayment that is being remitted. Information Planning Group (IPG) has been informed of the overpayment. The claim was finalised off system.
  TI59 - Unfinalised multi-years case. 20XX-20XX claim finalised off system with Award Declaration details provided (record income information provided), SEES calculation done and new award declaration details created an underpayment of £XXX.XX. Claim will still show as Unfinalised on system. (Insert CO number/HO number/PID/Contact Number) The claim could not be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new Award Declaration information provided created an underpayment that is being remitted. The claim was finalised off system.
  TL01 - Enquiry sent to P1. Cust verified as deceased, further investigation req. Stop notice not applied. (Insert CO number/HO number/PID/Contact Number) An enquiry has been received which has been referred to the Priority 1 team as the customer has been verified as being deceased and further  investigations are needed.  Stop Notice has not been applied
  TL02 - Enquiry sent to P1 for further investigation. Stop notice not applied as TC record shows cust as deceased. (Insert CO number/HO number/PID/Contact Number) An enquiry has been received which has been referred to the Priority 1 team as TC records show that the customer is deceased and further  investigations are needed.  Stop Notice has not been applied
  TL03 - TALLO removed DOD marker on TBS. (Insert CO number/HO number/PID/Contact Number) The TALLO has removed the DOD marker on Taxpayers Business Services (TBS)
  TL04 - Customers clean claim does not cover the award period. Referral sent to Mismatch so That IYS17 is issued for the whole award period. (Insert CO number/HO number/PID/Contact Number) The customer has a clean claim which does not cover the whole of the award period.  An IYS17 needs to be issued for the whole award period and a referral has been sent to Mismatch for action.
  TL05 - Cust DOB incorrect. No CY entitlement, no corre will be issued. (Insert CO number/HO number/PID/Contact Number) The customer’s date of birth (DOB) is incorrect.  There is no CY entitlement, no corre will be issued
  TL06 - No action required. Genuine NINO holder claiming UC. TC cust mismatched to this NINO. (Insert CO number/HO number/PID/Contact Number) Customer claiming Universal Credit and is the genuine NINO holder.  The TC customer has been mismatched to this NINO – no action required
  TL07 - Stop notice cannot be applied until PY or earlier claim is finalised. Email sent to Mismatch. BF 1 week dd/mm/yy (Insert CO number/HO number/PID/Contact Number) Unable to apply a UC Stop Notice until PY or earlier awards are finalised.  Email sent to Mismatch for action – b/ of 1 week to be applied
  TL08 - Cust record holds (incorrect DOB/ a different letter prefix at the end of the NINO/ incorrect spelling of name) (delete as appropriate), no CY entitlement so no corre will be issued. Cust now claiming UC. (Insert CO number/HO number/PID/Contact Number) Customer records hold incorrect information.  Select the relevant reason by deleting inappropriate reason.  No corre will be issued as no entitlement to CY,  the customer is now claiming UC
  TL09 - Cust record holds incorrect info. Man corre marker applied (delete as appropriate). CY entitlement, mismatch referral made to issue corre with the correct cust details. (Insert CO number/HO number/PID/Contact Number) Customer records hold incorrect information/ man corre marker has been applied (delete as appropriate). There is CY entitlement and a referral is needed to Mismatch to issue corre to the customer with the correct information.
  TL10 - No action required. (Insert CO number/HO number/PID/Contact Number) No action needed
  TL11 - PY or earlier claim needs to be finalised before the stop notice can be applied. Email sent to Mismatch team. BF 1 week dd/mm/yy. (Insert CO number/HO number/PID/Contact Number) Unable to apply UC stop notice until PY or earlier claims have been finalised.  Referral sent to Mismatch team for action.  Apply b/f of 1 week
  TL12 - Mismatch/P1 (delete as appropriate) action complete. (Insert CO number/HO number/PID/Contact Number) Referral previously sent to Mismatch or Priority 1 team who have now completed their action
  TL13 - Mismatch/P1 (delete as appropriate) not yet completed their action. BF 1 week dd/mm/yy (Insert CO number/HO number/PID/Contact Number) Referral previously sent to Mismatch/Priority 1 team – waiting for them to complete their action. Apply a b/f of 1 weeek
  TL14 - Duplicate referral sent to Mismatch/P1 (delete as appropriate) as no action has been taken. BF 1 week dd/mm/yy (Insert CO number/HO number/PID/Contact Number) Referral sent to Mismatch or Priority 1 team has not been actioned therefore a duplicate referral is issued.  Apply a b/f of  1 week
  TL15 - DWP have confirmed DOD as correct. Forwarded info to P1. Worklist item deleted. (Insert CO number/HO number/PID/Contact Number) Confirmation has been received from DWP that Date of Death (DOD) is correct.  Relevant information sent to Priority 1 team and the worklist item has been deleted
  TL16 - Cust record holds (a different letter prefix at the end of the NINO/ no prefix at the end of their NINO) (delete as appropriate), corre can be issued. Cust now claiming UC. (Insert CO number/HO number/PID/Contact Number) Customer records hold a different NINO – delete where appropriate.   Customer is now claiming UC and we can issued corre to the customer.
  TP01- (GB)- NCMGP1/MGP1 received from UC for App1/App 2* on DD/MM/YY with UC COC’S/Eff* date DD/MM/YY (*delete as appropriate). (Insert CO number/HO number/PID/Contact Number) A notice has been received from DWP informing us to end tax credits because the customer has a Universal Credit start date.
  TP02 - (GB) - Original entitlement end date DD/MM/YY (date not changed/added Tax Credit stop date of DD/MM/YY* (*delete as appropriate). (Insert CO number/HO number/PID/Contact Number) A notice has been received from DWP informing us to end tax credits because the customer has a Universal Credit start date. We have updated this if appropriate.
  TP03 - (GB) - Original household end date of DD/MM/YY revised to tax credit end date of DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) Tax credits had ended due to a household breakdown (HHBD). We have been notified by DWP that a claim for Universal Credit had been made prior to the HHBD so we have amended the HHBD date.
  TP04 - (GB) - TC entitlement ended as UC claim made. (Insert CO number/HO number/PID/Contact Number) Tax credits have stopped as a Universal Credit claim is now in payment.
  TP05 - (GB) - DD/MM/YY claim received on or after UC COC date DD/MM/YY, claim withdrawn, man rej notice TC601 issued. (Insert CO number/HO number/PID/Contact Number) Customer is in receipt of Universal Credit, the tax credit claim has been withdrawn and a manual rejection notice issued.
  TP06 - (GB) - NCMGP1/MGP1 received DD/MM/YY returned to DWP unactioned, missing/incorrect* (*delete as appropriate) information. (Insert CO number/HO number/PID/Contact Number) A notice has been received from DWP informing us to end tax credits because the customer has a Universal Credit start date. We have returned the notice to DWP as some of the information needed was missing or incorrect.
  TP07 - (GB) - Tax credit claim to be ended on DD/MM/YY (insert Tax Credit stop date). (Insert CO number/HO number/PID/Contact Number) A notice has been received from DWP informing us to end tax credits because the customer has a Universal Credit start date. The customer has a claim which is pre-award and once processed entitlement will be paid up to the Universal Credit start date minus one day.
  TP08 - (GB) - Duplicate MGP1/NCMGP1* returned to DWP (*delete as appropriate). (Insert CO number/HO number/PID/Contact Number) A duplicate stop notice was received and returned to DWP.
  TP09 - (GB) - MGP1/NCMGP1 received, do not take any further Dual Provision action. (Insert CO number/HO number/PID/Contact Number) A stop notice has been received. Do not take any further Dual Provision action.
  TP10 - (GB) - MGP1/NCMGP1 returned to DWP. Debt of £XX.XX/No debt notified* (*delete as appropriate). (Insert CO number/HO number/PID/Contact Number) The stop notice has been returned to DWP informing them of any debt for previously finalised year’s overpayments.
  TP11 - (GB) - MGP1/NCMGP1 received DD/MM/YY not within 30 days of Statement of Account. Restore not considered for UC migration case. (Insert CO number/HO number/PID/Contact Number) The Stop Notice was received outside the period in which we can auto restore. Restore not considered for Universal Credit migration case.
  TP12 - (GB) - Letter issued to App1/App2*(*delete as appropriate) to confirm PY income/circs for restore action. BF DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) The Stop Notice was received within the period in which we can consider restore. Letter issued for further info.
  TP13 - (GB) - Restore information provided by App1/App2* (*delete as appropriate) by phone/letter* (*delete as appropriate). Restore action complete, CY award restored up to DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) Restore information provided. Restore action complete, CY award restored.
  TP14 - (GB) - DD/MM/YY Tax Credit stop notice created with UC start date DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) DD/MM/YY Tax Credit stop notice created with UC start date DD/MM/YY.
  TP17 - (GB) - Information letter issued to pathfinder customer. (Insert CO number/HO number/PID/Contact Number) Information letter issued to pathfinder customer.
  TP30 – (GB) – Customer contact (advisor to record details of the call and action taken) (Insert CO number/HO number/PID/Contact Number) This is used by contact centres to record the details of the call when the customer is claiming Universal Credit).
  TR01 - DD/MM/YY TAM request rejected as out of time, issued TAM rej letter and returned UC rej letter to cust. (Insert CO number/HO number/PID/Contact Number) Treat as Made request has been rejected as the customer did not submit a new claim to Tax Credit’s in the allowed timescale.
  TR02 - DD/MM/YY TAM request accepted, recd date amended to DD/MM/YY, eff date amended to DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) Treat as Made has been accepted and the effective and received dates changed on a Pre-Award claim.
  TR03 - DD/MM/YY TAM request accepted, eff date amended to DD/MM/YY. (Insert CO number/HO number/PID/Contact Number) Treat as Made has been accepted and the effective date changed on a Post-Award claim.
  TR04 - DD/MM/YY TAM request accepted, eff date not amended as no earlier entitlement exists. (Insert CO number/HO number/PID/Contact Number) Treat as Made has been accepted, however we have not amended the effective date as there is no entitlement on an earlier date.
  TR05 - DD/MM/YY TAM request rec’d further info required, issued TC664 to cust requesting (*insert missing info here*). (Insert CO number/HO number/PID/Contact Number) We have received a Treat as Made request and have issued a TC664 to the customer requesting further information in order for us to look at the Treat as Made request.
  TR06 - DD/MM/YY Unable to process TAM request as no to request for information. (Insert CO number/HO number/PID/Contact Number) We have been unable to process Treat as Made request as the customer did not reply to our requests for information required to process the Treat as Made request.
  TU01 – IYS17 W/L processed* (*user to input details used to process IYS17) (Insert CO number/HO number/PID/Contact Number) We have finalised the customers tax credit award using the information shown in the note.
  TU02 – UTC x 3. TC664 issued to cust to confirm details* (*user to input details requested) (Insert CO number/HO number/PID/Contact Number) We have tried to contact the customer by phone three times without success. We have written to them to confirm that the information they have provided is correct.
  TU03 – IYS17 W/L processed. RTI figures annualised but within limits. Cust fig of £xx.xx used (Insert CO number/HO number/PID/Contact Number) The customer provided income figures that differ to the figure held on Real Time Information (RTI) however the amount is within the allowed tolerance so we have used the customers figure.
  TU04 – UTC x 3 issued. TC664 issued for missing information* (*user to input the information requested). Transferred to BF MU. (Insert CO number/HO number/PID/Contact Number) We have tried to contact the customer by phone three times without success. We have written to them to provide the missing information.
  TU05 – IYS17 W/L processed. Cust *inc/other inc (*delete as appropriate) fig challenged against RTI fig. Cust advised that RTI fig of £xx.xx to be used. (Insert CO number/HO number/PID/Contact Number) The customer has provided an income figure that is lower than the Real Time Information (RTI) figure. We have told the customer that we are using the RTI figure to finalise their claim.
  TU06 – IYS17 W/L processed. Cust *inc/other inc (*delete as appropriate) fig challenged against RTI fig. Cust gave new figure of £xx.xx to be used. (Insert CO number/HO number/PID/Contact Number) The customer has provided an income figure that is lower than the Real Time Information (RTI) figure. The customer has confirmed the new figure which we have used to finalise their claim.
  TU07 – Cust *inc/other inc (*delete as appropriate) fig challenged against RTI fig. Cust advised that IYS17 fig £xx.xx will be used. (Insert CO number/HO number/PID/Contact Number) The customer has provided an income figure that is lower than the Real Time Information (RTI) figure. The customer has provided an acceptable reason to use the income figure that they have provided to finalise their claim.
  TU08 – IYS17 W/L processed. TC664 iss req *income/other income (*delete as appropriate). Reply rec’d. Cust fig of £xx.xx used as equal to, or more than RTI. (Insert CO number/HO number/PID/Contact Number) The customer has provided their income figure to finalise their claim. We have used this figure because it is either equal to or higher than the Real Time Information (RTI) figure)
  TU09 – IYS17 W/L processed. TC664 iss req *inc/other income. Reply rec’d. Cust fig lower than RTI but within limits. IYS17 fig of £xx.xx input. (Insert CO number/HO number/PID/Contact Number) The customer has provided their income figure which is lower than the Real Time Information (RTI) figure. We have used their figure because it is within the income tolerances allowed.
  TU10 – IYS17 W/L processed. TC664 iss req *inc/other income (*delete as appropriate). No reply. RTI fig of £xx.xx input (Insert CO number/HO number/PID/Contact Number) The customer had not replied to our request to confirm their income. We have used the Real Time Information (RTI) figure that we hold to finalise their claim.
  TU11 – IYS17W/L processed. Cust provided satisfactory explanation for the difference. Cust figure of £xx.xx input. (Insert CO number/HO number/PID/Contact Number) The customer has provided a satisfactory reply to the income discrepancy. We have used the customers figure to finalise their claim,
  TU12 – IYS17 W/L processed. Cust could not give satisfactory explanation for difference in figures. RTI fig of £xx.xx input and TC2001 iss’d. (Insert CO number/HO number/PID/Contact Number) The customer has not provided a satisfactory explanation for the income discrepancy. We have used the Real Time Information (RTI) to finalise their claim.
  TU13 – Previous COC’s held. IYS17 disregarded and marked as not served. New IYS17 issued with correct circs. (Insert CO number/HO number/PID/Contact Number) The original IYS17 notice has been disregarded due to a change of circumstances. We have issued a new notice with the correct circumstances.
  TU14 –IYS17 W/L processed. TC664 iss to confirm SOC. No COC’s reported. SOC checked ‘Y’. (Insert CO number/HO number/PID/Contact Number) We have written to the customer to provide details of their change of circumstances that they have indicated on their award review declaration.
  TU15 - IYS17 W/L processed. All worklist items cleared. IYS17 finalised. (Insert CO number/HO number/PID/Contact Number) We have cleared all entries on the worklist and finalised the customers claim.
  TU16 - IYS17 W/L processed. TC664 iss to confirm SOC. COC’s reported and updated (user to supply details of change). SOC checked ‘Y’ (Insert CO number/HO number/PID/Contact Number) NTC shows that we have recently updated a change of circumstance. We have written to the customer to ask if there have been any further changes since this as they have indicated a change of circumstance on their award review.
  TU17 - IYS17 W/L processed. TC664 iss for acceptable income fig. Reply received and IYS17 updated with fig £xx.xx. (Insert CO number/HO number/PID/Contact Number) We wrote to the customer to confirm their correct income. We have updated our records with the income shown.
  TU18 - IYS17 W/L processed. TC664 iss for acceptable income fig. No reply received. Unacceptable income removed and IYS17 processed. (Insert CO number/HO number/PID/Contact Number) We wrote to the customer to confirm their correct income. We did not receive a reply. We have removed the unacceptable income and finalised their claim.
  TU19 - IYS17 W/L processed. TC664 iss to confirm income. Reply rec’d with new income of £xx.xx. IYS17 processed using £xx.xx. (Insert CO number/HO number/PID/Contact Number) We wrote to the customer to confirm their income. The customer has provided a new figure and we have finalised their claim using the income shown.
  TU20 - IYS17 W/L processed. TC664 iss to confirm income fig. Reply rec confirming income of £xx.xx. (Insert CO number/HO number/PID/Contact Number) We wrote to the customer to confirm their income figure. The customer replied with the income shown.
  TU21 - IYS17 W/L. Unprocessed IYS17 worklist item present. 7 day BF applied to allow Unprocessed IYS17 worklist action. (Insert CO number/HO number/PID/Contact Number) The case is present on the IYS17 Unprocessed worklist. BF 7 days to allow IYS17 Unprocessed action.
  TU22 - IYS17 W/L processed. Unprocessed COC’s worklist item cleared, change made. (Insert CO number/HO number/PID/Contact Number) The IYS17 Unfinalised worklist item contained an Unprocessed Change of Circumstances. The change of Circumstances has been applied and the Unprocessed Change of Circumstances worklist entry has been deleted
  TU23 - IYS17 W/L. Unprocessed COC’s worklist item. Unable to confirm change TC664 issued BFDD/MM/YY. (Insert CO number/HO number/PID/Contact Number) The IYS17 Unfinalised worklist item contained an Unprocessed Change of Circumstances. The customer could not be contacted by phone to confirm the changes, a TC664 has been issued.
  TU24 - IYS17 W/L processed. Unprocessed COC’s worklist item. No response to TC664, change made based on information we hold. (Insert CO number/HO number/PID/Contact Number) The IYS17 Unfinalised worklist item contained an Unprocessed Change of Circumstances. The customer did not respond to a TC664, changes have been made based on the information we hold.
  TU25 – IYS17 W/L processed. Auto COC case. Customer confirmed income we hold. (Insert CO number/HO number/PID/Contact Number) Contacted the customer by phone. Customer confirmed income figures we hold as correct.
  TU26 – IYS17 W/L processed. Auto COC case. Customer unable to confirm income, finalised on income we hold. (Insert CO number/HO number/PID/Contact Number) Contacted the customer by phone. Customer was unable to confirm income figures we hold are correct. Advised we will use the income figures we hold to finalise their claim.
  TU27 - ‘Auto COC W/L entry cleared. UTC with customer. Processed on RTI/info held’ (Insert CO number/HO number/PID/Contact Number) Unable to contact the customer by phone to confirm the income figures we hold are correct. Claim finalised on income figures we hold
  TU28 – Compliance case. No action taken on IYS17 W/L. Entry deleted (Insert CO number/HO number/PID/Contact Number) HHN indicate ongoing ID Fraud or Organised Fraud compliance activity ongoing, worklist entry deleted
  TU29 – RLS case IYSD not passed. BF 7 days (Insert CO number/HO number/PID/Contact Number) We wrote to the customer to confirm their income details. The TC664 was returned RLS. No new address can be traced. BF until 7 days and then attempt to retrace address again.
  TU30 – Multi Years Unfinalised case, UY cannot be finalised. Case transferred to Multi Years Unfinalised BAU team. (Insert CO number/HO number/PID/Contact Number) The IYS17 worklist items contains multiple unfinalised years. UY cannot be finalised until all previous years are finalised. Case transferred to Multi Years Unfinalised BAU team for action.
  TU31 - TC664IYF received. Customer has not provided a replacement UY (Emp/SE/TSSB) income. IYS17 updated with (RTI £XXXX / £0). (Insert CO number/HO number/PID/Contact Number) TC664 received regarding blank income field – customer has not provided an income figure. IYS17 updated with RTI data if available, otherwise £0.
  TU32 - TC664IYF received. Reason for difference between customer supplied UY income and RTI not accepted. TCC50 issued for further information. BF (DD/MM/YY). (Insert CO number/HO number/PID/Contact Number) TC664 received regarding the difference between customer supplied income and RTI income - not satisfied with customer explanation, TCC50 issued
  TU33 - successful telephone call re blank income field. Customer confirmed UY (Emp/SE/TSSB) income £XXXX. IYS17 updated. (Insert CO number/HO number/PID/Contact Number) Phoned customer regarding blank income field, customer provided new figure. IYS17 updated.
  TU34 - Successful telephone call. Reason for difference between customer supplied UY income and RTI not accepted. TCC50 issued for further information. BF (DD/MM/YY). (Insert CO number/HO number/PID/Contact Number) Phoned customer regarding the difference between customer supplied income and RTI income - not satisfied with customer explanation, TCC50 issued
  TU35 - successful telephone call re incorrectly formatted income field. Customer confirmed UY (Emp/SE/TSSB) income £XXXX. Incorrectly formatted figure removed, IYS17 updated. (Insert CO number/HO number/PID/Contact Number) Phoned customer regarding incorrectly formatted income field, customer provided new figure. IYS17 updated.
  TU36 - no reply to TC664IYF, required info not in HHN, declaration updated with (RTI £XXXX / £0) declaration processed. No response to TC664IYF – declaration updated with RTI/£0
  TU37 - Final Award Notices issued to Clmt (1&2) for XX/YY . Inc used for Sees Calcs £XXXX.00. WTC Award £X.00 & £X.00 Pd, CTC Award £X.00 & £X.00 Pd, WTC OP £X.00 and CTC OP £X.00. (Insert CO number/HO number/PID/Contact Number) UY and or PY debt identified
  TU38 - Customer (TC664IYF / HHN DD/MM/YY)  conf COC. COC applied (enter details). SOC defaulted to Y. (Insert CO number/HO number/PID/Contact Number) TC664IYF requesting outstanding COC received / HHN contains COC information. COC applied. SOC updated to Yes
  TU39 - Customer (TC664IYF / HHN) conf no COC. SOC defaulted to Y. (Insert CO number/HO number/PID/Contact Number) TC664IYF received. / HHN contains COC information. Confirmed COC correct. SOC updated to Yes.
  TU40 – DD/MM/YYYY – IY Unfinalised Multi Years case – (insert award period).  Unable to finalise on system as 2SD (insert date) has now passed, referred to TALLO (insert CO number/HO number/PID/Contact Number) Case has been identified as being IY Unfinalised multi-year case.  We are unable to finalise on system as 2SD has now passed – case referred to TALLO
  TU41 – DD/MM/YYYY – IY Unfinalised Multi Years case – (insert award period), referred to TALLO (insert CO number/HO number/PID/Contact Number) Case has been identified as being IY Unfinalised multi-year case.  Case referred to TALLO
  TY01 - DD/MM/YY. YP (insert name) removed as resp ended on DD/MM/YY using information (already held)*(provided by the customer)*” (*Delete as appropriate). (Insert CO number/HO number/PID/Contact Number) YP (insert name) removed as resp ended on DD/MM/YY using information (already held)*(provided by the customer)*” (*Delete as appropriate).
  TY02 - DD/MM/YY TC664 issued to customer requesting child responsibility information. (Insert CO number/HO number/PID/Contact Number) TC664 issued to customer requesting child responsibility information.
  TY03 - DD/MM/YY. No response to TC664 - YP removed as responsibility ended on DD/MM/YY using information already held. (Insert CO number/HO number/PID/Contact Number) No response to TC664 - YP removed as responsibility ended on DD/MM/YY using information already held.