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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Note: This category contains Standardised Messages that aren’t relevant to any of the other categories.

Confused ID(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)
Child Trust Fund (codes start with XC)
Domestic violence cases (codes start with XD)
Income, childcare, employment and benefit queries (codes start with XF)
NIRS Credits misdirection cases(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)
Digital Services (codes start with XH)
Fraud and Error assessment system tool (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)
Multi-agency (codes start with XM)
Re-issue notice (codes start with XN)
Preparing and sending documents for storage (codes start with XP)
Restore (codes start with XR)
Returned Letter Service / returned award notices (codes start with XS)
Welsh Language Unit translations (codes start with XT)
Unsigned award notices (codes start with XU)
Tax Credits Quality Assurance Team (codes start with XV)
Invite a fresh claim (codes start with XW)
Log award notice (codes start with XX)
Stuck cases (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)

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’

Confused ID

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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Child Trust Fund

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
   
XC01 - Clerical CTF Proforma completed for child (name & DOB) and referred to TAL initials, xx/xx/xxxx Self-explanatory.
XC02 - CTF referral is not required because the qualifying conditions are not satisfied Self-explanatory.

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Domestic violence cases

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
   
XD01 - Domestic violence case - set the manual correspondence marker - do not remove. Case referred to domestic violence team do not divulge any information to ex-partner XXGRPX/X If the customer has previously had a joint claim and now has a single claim or intends to make a single claim, personal information from up to the date of the end of the joint claim will be issued to both customers during the renewal period. The manual correspondence indicator is set to ensure that any correspondence is checked before being issued.
XD02 - Domestic violence case - manual correspondence marker already set do not remove - do not divulge any information to the ex-partner XXGRPX/X If the customer has previously had a joint claim and now has a single claim or intends to make a single claim, personal information from up to the date of the end of the joint claim will be issued to both customers during the renewal period. This may cause problems if the customer has been subjected to domestic violence. The manual correspondence indicator is set to ensure that any correspondence is checked before being issued.
XD03 - TC6XX (YY/YY, type of notice, issue date) issued to claimant 1/2. XXGRPX/X Self-explanatory
XD04 - Manual TC6XX (YY/YY, type of notice, issue date) copy issued to claimant 1/2. XXGRPX/X Self-explanatory
XD05 - Claimant1/2 details entered on DV spreadsheet (date)XXGRPX/X Self-explanatory
XD06 - TC610 (and letter)(delete as appropriate) for tax year (YY/YY, issue date) issued to claimant 1/2. O/p of £XXXX for (tax year) XXGRPX/X Self-explanatory
XD07 - TC6XX (YY/YY, type of notice, issue date) received for claimant 1/2 not issued (reason why). XXGRPX/X. Self-explanatory
XD08 - O/p of £XXXX for (tax year) sent to DMB to arrange recovery action XXGRPX/X. Notification has been sent to DMB to ensure they are aware there is a risk of Domestic Violence when taking any direct recovery action.
XD09 - Claimant (1/2)(delete as appropriate) no longer/not(delete as appropriate) at risk of domestic violence (enter reason.) XXGRPX/X Priority 1 team have confirmed there is no longer any risk of Domestic Violence and there is no longer a requirement to place a manual correspondence marker on the claim.
This Note no longer used from 6 April 2012  
XD10 - DO NOT MAKE ANY CHANGES TO THIS CLAIM UNTIL MC MARKER HAS BEEN RESET BY DV TEAM XXGRPX/X The Domestic Violence team have checked the claim and consider there would be no risk if certain system generated notices are issued. They have removed the manual correspondence marker to enable the notices to be sent. No changes must be made to the claim as this could generate further notices until the manual correspondence marker is reset.  
  XD11 - Claimant1/2 details entered on DV spreadsheet (date) manual correspondence marker removed/not added (delete as appropriate) as not appropriate on HHBD case XXGRPX/X There is a risk of Domestic Violence but the claim affected does not require a manual correspondence marker.
  XD12 - O/P of £XXXX for (tax year) (CSSG/ Appeals/ DMB) to arrange manual recovery. No further action by DV team. (delete as appropriate) XXGRPX/X. The DV team have received a referral from CSSG, Appeals, or DMB. All necessary action has been taken by the DV team. The action to notify the outstanding overpayment has been taken by CSSG, Appeals or DMB to arrange direct manual recovery action.
  XD13 - Household ended dd/mm/yy, date reported dd/mm/yy. Referred to the Notional Entitlement Team for consideration. ’XXGRPX/X. There is a risk of Domestic Violence but the household breakdown has been reported late. A referral to consider Notional Entitlement has been sent prior to notifying DMB of any outstanding overpayment amount.
  XD14 -Domestic Violence case. TC603(XX)(YY/YY,) S17 renewal notice ( not issued (reason why) for claimant 1/2 not issued. Annual Declaration marked as ‘not served.’ Reason RLS The Annual Declaration matches the customers address on the tax credits computer. The RLS marker has already been set. Unable to trace new address to issue the S17. The ‘Not Served’ marker has been set for the computer to produce another copy with the updated address, when the tax credits computer has been amended and the RLS marker removed.
  In use by Priority 1 from 16 September 2014  
XD15 - Notification of domestic violence received DD/MM/YY from AP1/AP2. For Priority 1 action only. For use by P1 AA - a DV WAM has been received/logged onto the P1 team. This note will be deleted and replaced by the AO when the case is actioned.
  In use by Priority 1 team from 16 September 2014
XD16 - HHBD due to domestic violence. WAM/Contact Centre call received DD/MM/YY. AP1/AP2 address updated/RLS. HH ended DD/MM/YY. New claim captured with AP1/AP2. Domestic violence case log updated. The customer has reported a new notification of a HHBD involving domestic violence and a new single claim has been captured over the telephone.
  In use by Priority 1 team from 16 September 2014
XD17 - HHBD due to domestic violence. WAM/Contact Centre call received DD/MM/YY. AP1/AP2 address updated/RLS. HH ended DD/MM/YY. TC661a issued to AP1/AP2 to invite telephone capture of the claim. Domestic violence case log updated. The customer has reported a new notification of a HHBD involving domestic violence and P1 have been unable to capture a new single claim over the telephone.
  In use by Priority 1 team from 16 September 2014
XD18 - domestic violence case. Manual/Telephone capture of the claim. Workaround complete. Domestic Violence case log updated. P1 team have captured a new claim over the telephone.
  In use by Priority 1 team from 16 September 2014
XD19 - domestic violence case for Priority 1 action only. Minimum data captured - more information is required from the customer. Customer to call 03000 534642. P1 have been unable to capture the claim over the telephone. The new single claim is partially captured to await full details from the customer.

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Income, childcare, employment and benefit queries

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
   
This Note no longer used from 12 August 2011  
XF01 - Corre rcvd. Cust qry inc and/or CCC (delete as appropriate) figs amd by man cap The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original figures the customer supplied on their claim form.
  This Note no longer used from 12 August 2011
XF02 - Correspondence received. Customer querying income and/or childcare (delete as appropriate) figures amended by manual capture team The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original figures the customer supplied on their claim form.  
  XF03 - TC1109 ltr isd for fthr info fm cust A TC1109 letter has been issued to the customer to get further information so we can deal with their query.
  XF04 - TC1109 letter issued for further information from the customer A TC1109 letter has been issued to the customer to get further information so we can deal with their query.
  XF05 - TC1110 ltr isd to adv we hv/hv nt (delete as appropriate) amd their clm A TC1110 letter has been issued to the customer to advise them that we have/have not (delete as appropriate) amended their claim based on the evidence we have and which has been supplied.
  XF06 - TC1110 letter issued to advise them that we have/have not (delete as appropriate) amended their claim A TC1110 letter has been issued to the customer to advise them that we have/have not (delete as appropriate) amended their claim based on the evidence we have and which has been supplied.
  XF07 - No amd md to clm. Cust did nt rpy to ltr isd The customer did not reply to the letter we issued asking for further information to deal with their query. No letter issued.
  XF08 - No amendments made to claim. Customer did not reply to letter issued The customer did not reply to the letter we issued asking for further information to deal with their query. No letter issued.
  This Note no longer used from 12 August 2011  
XF09 - Corre rcvd. Cust qry emp rmvd or hrs amd (delete as appropriate) det amd by man cap The customer has contacted us in response to a letter they have received advising them that the manual capture team have removed the employment or amended the hours the customer supplied on their claim form.
  This Note no longer used from 12 August 2011
XF10 - Correspondence received. Customer querying employment removed/ hours amended (delete as appropriate) details amended by manual capture team The customer has contacted us in response to a letter they have received advising them that the manual capture team have removed the employment or amended the hours the customer supplied on their claim form.  
  XF11 - Corre rcvd. Cust qry inc figs# and# CCC figs# and# emp rmvd# and# hrs amd# and# IS/JSA/ESA/PC rmvd (delete as appropriate) by man cap The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original income and/or CCC figures and/or the employment and/or the hours and/or removed the IS/JSA (IB)/ESA (IR)/PC marker the customer supplied on their claim form.
  XF12 - Correspondence received. Customer querying income figures# and# childcare figures# and# employment removed# and# hours amended# and# IS/JSA/ESA/PC removed (delete as appropriate) by manual capture team The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original income and/or CCC figures and/or the employment and/or the hours and/or removed the IS/JSA (IB)/ESA (IR)/PC marker the customer supplied on their claim form.
  (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)
     

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NIRS Credits misdirection cases

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’
(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)
(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)

Digital Services

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
   
XH01 - HHBD (date). ExPtnr’s address set to RLS. HHBD reported and standardised note set specifically to block access through the digital service

Fraud and Error assessment system tool

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
   
XJ01 - CCP not reg, CCC rmvd. Ltr isd The customer has put childcare charges on the claim form but the childcare provider is not registered. Childcare costs have been removed. Letter issued to customer.
XJ02 - CCC rmvd, ch not yet std. Ltr isd The customer has put childcare charges on the claim form but the childcare has not yet started. Childcare costs have been removed. Letter issued to customer.
XJ03 - CCC rmvd, ch not kwn/atd (delete as appropriate). Ltr isd The customer has put childcare charges on the claim form but the childcare provider does not know the children or the children have never attended. Childcare costs have been removed. Letter issued to customer.
XJ04 - CCC chgd fm £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but the amount is incorrect. Childcare costs have been amended. Letter issued to customer.
XJ05 - CCC amd fm mntly to wkly £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but has put monthly instead of weekly. Childcare costs have been amended from monthly to weekly. Letter issued to customer.
XJ06 - CCP not reg, CCC rmvd. Inc chgd fm £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but the childcare provider is not registered. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
XJ07 - CCC rmvd, ch not yet std. Inc chgd fm £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but the childcare has not yet started. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
XJ08 - CCC rmvd, ch not kwn/atd. Inc chgd fm £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but the childcare provider does not know the children or the children have never attended. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
XJ09 - CCC chgd fm £XX to £XX. Inc chgd fm £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but the amount is incorrect. Childcare costs have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
XJ10 - CCC amd fm mntly to wkly £XX to £XX. Inc chgd fm £XX to £XX. Ltr isd The customer has put childcare charges on the claim form but has put monthly instead of weekly. Childcare costs have been amended from monthly to weekly. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
XJ11 - Inc chgd fm £XX to £XX. TC1094 iss’d Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This Note no longer used from 6 April 2012  
XJ12 - 50+ rmvd, no entmt. Ltr isd The customer has put entitlement to the 50+ element on the claim form but is not entitled. Letter issued to customer.
  This Note no longer used from 6 April 2012
XJ13 - 50+ rmvd, no entmt. Inc chgd fm £XX to £XX. Ltr isd The customer has put entitlement to the 50+ element on the claim form but is not entitled. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.  
  XJ14 - Wk det rmvd. Clmt 1/2 (delete as appropriate) not kwn/atd (delete as appropriate). Ltr isd The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Letter issued to customer.
  XJ15 - Wk det rmvd. Clmt not kwn/atd (delete as appropriate). Inc chgd fm £XX to £XX. Ltr isd The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
  XJ16 - Wk hrs chgd fm XX to XX. Ltr isd The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Letter issued to customer.
  XJ17 - Wk hrs chgd fm XX to XX. Inc chgd fm £XX to £XX. Ltr isd The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
  XJ18 - Inc chdg fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
  XJ19 - Wk det rmvd. Clmt not kwn/atd (delete as appropriate). Inc chgd fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd. The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
  XJ20 - Wk hrs chgd fm XX to XX. Inc chgd fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd. The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
  XJ21 - IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
  XJ22 - MAN CAP The case has been manually captured.
  XJ23 - Child (enter child’s name and date of birth) rmvd. No resp. Ltr isd. The customer has put a child/children on the claim form but we are unable to establish responsibility. The child/children have not been put on the claim. Letter issued to customer.
  XJ24 - TSSB amd fm £XX to £XX. Clmt 1/Clmt 2 (delete as appropriate) in rec of CA. Inc chgd fm £XX to £XX ltr isd Taxable Social Security Benefit (TSSB) has been amended because the information we hold does not match the Carers Allowance (CA) provided on the claim. Letter issued to the customer.
  XJ25 - Other inc amd fm £XX to £XX. App1/App 2 (delete as appropriate) in rec of a pen. Inc chgd fm £XX to £XX ltr isd Other income has been amended because the information we hold does not match the pension details on the claim. Letter issued to the customer.
  XJ26 - CCC removed, costs met by local auth/education early years. Letter issued. The customer has put childcare charges on the claim form but the childcare is being met by a Local Authority/education early years. Childcare costs have been removed. Letter issued to the customer.

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Multi-agency

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
   
XM01 - Request received from xxxxx dated (DD/MM/YY). Reply issued on xxxx Self-explanatory.
XM02 - Complaint received from xxxxxx dated (DD/MM/YY). TC648 and request sent to xxxxxx Self-explanatory.
XM03 - Witness Statement received (date) from (requestor), reply sent (date). GP7/2 (initials) Self-explanatory.
XM04 - Query received from LA re Free School Meals - call made/letter sent to LA advising they must obtain this info from the DFE hub, or, if this is not possible to contact the Local Authority Helpline for the information needed Self-explanatory.

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Re-issue notice

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
   
XN01 - Copy notice requested. Deceased claim. MCT can issue notice dated DD/MM/YYYY [today’s date] Self-explanatory.
XN02 - Copy notice requested for award period 06/04/YY - 05/04/YY. Cannot re-issue as address noted RLS A request for a copy or duplicate notice has been received but can’t be actioned because the address is RLS and no new address has been found.
XN03 - Copy / duplicate of award / rejection / S17 / SOA / IDS [delete as required] notice issued on DD/MM/YYYY Details which copy or duplicate notice has been issued.

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Preparing and sending documents for storage

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
   
XP01 - Enquiry received relating to tax years (enter tax year) and (enter tax year). Sent to storage in year (enter latest tax year that enquiry relates to) Explanation to confirm that correspondence received relates to multiple tax years. The enquiry has been stored under the latest tax year.

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Restore

Restoring a terminated renewal claim. Deciding whether the customer has provided the required information within 30 days of the Statement of Account (SOA) or provided good cause for a late reply in order to restore their terminated 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 & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
XR01 - Claim restored The claim has been restored. Payments will now restart on the 05/06 claim.
XR02 - TC829 issued for 04/05 declaration details Form TC829 has been sent because the 04/05 details are needed to restore the claim. Unable to obtain the details over the phone. Forms also sent requesting the 04/05 income details.
XR03 - TC823A no good cause for late return of annual declaration The customer hasn’t shown good cause for the late return of their Annual Declaration.
XR04 - Corre dated (DD/MM/YY) forwarded to (XXXXXX) to be actioned Restore action not appropriate. The case has been forwarded to the correct area for their action.
XR05 - Compliance signal on claim, transferred to Renewals Related Compliance MU no further action taken Self-explanatory.
XR06 - SCO signal on claim, transferred to Renewals Related Compliance MU no further action taken The Special Compliance signal is present and the claim has been transferred.
XR07 - Inhibited signal on claim, transferred to Renewals Related Compliance MU no further action taken The Inhibited signal is present and the claim has been transferred.
XR08 - Complex case signal set, case transferred to Complex Case team, no further action taken Self-explanatory.
XR09 - Case terminated by Compliance. TC823 issued Self-explanatory.
XR10 - Customer not responded to enquiry sent out, their letter sent to archives, no further action taken Self-explanatory
XR11 - More information required for restore action, customer 1 or 2 or both not served, S17 re-issued The Annual Declaration hasn’t been received by the customer and another one has been sent.
XR12 - Award for Tax Year 04/05 was system terminated at 1st specified date, new info received claim restored Self-explanatory.
XR13 - Award for Tax Year 03/04 was system terminated at 1st specified date, referred to Cap Gemini to restore The claim was terminated on the 1st Specified Date (1SD). The customer has now supplied the information, but the claim can’t be restored. Sent to CapGemini for their action.
XR14 - Award not renewal system terminated, incorrect referral, no further action Self-explanatory.
XR15 - Customer gave reason for delay in replying, good cause accepted claim to be restored Self-explanatory.
XR16 - Customer gave reason for delay in replying, good cause not accepted. TC823A issued Self-explanatory.
XR17 - Claim restored. Good cause shown The information has been provided within 30 days from the Statement of Account being sent out. Or the customer has provided good cause for the late reply of the Annual Declaration.
XR18 - Claim not restored. No good cause shown. TC823A issued The information hasn’t been received within the correct time. No good cause has been shown for the late reply of the Annual Declaration. A form TC823A has been sent informing the customer that they must re-apply.
XR19 - Corre dated (DD/MM/YY) forwarded to (group number) Self-explanatory.
XR20 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.
XR21 - Award for Tax Year 05/06 was system terminated as 1st specified date, new info received claim restored The claim was terminated on the 1st Specified Date (1SD). The customer has now provided the information but the claim can’t be restored. Sent to Capgemini for their action.

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Returned Letter Service / returned award notices

Deal with letters or award notices sent to customers but returned by the Post Office Returned Letter Service. This may be due to an incomplete address or the customer may no longer live at that address.

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
   
XS01 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. Duplicate/copy TC602 issued on (DD/MM/YY) An Award Notice has been sent to the customer at a previous address. The address on the tax credits computer has been amended so that a duplicate copy of the Award Notice can be sent to the new address.
This Note no longer used from 12 February 2010  
XS02 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Spoke to (name) confirmed new address as (enter address). System updated The Award Notice was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. A phone call has been made to the customer to confirm the new address. The tax credits computer has been amended with the new address.  
  XS03 - BACS payments suspended - address RLS [delete if not applicable] TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). UTC to customer. RLS marker set The award Notice that was sent to customer has been returned. Unable to contact the customer to confirm the address. The RLS marker has been set on the tax credits computer to prevent any future correspondence from being sent to that address. BACS payments suspended.
  XS04 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). RLS marker already set An Award Notice was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The RLS marker has already been set.
  XS05 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. S17 Not Served marker set. Copy TC603 sent to correct address The Annual Declaration has been sent to the customer at a previous address. The new address has already been obtained and the tax credits computer amended. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address. BACS payments suspended.
  XS06 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Spoke to (clmt name). Confirmed new address as (new address). System updated. S17 Not Served marker set. Sent to storage The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The customer has been contacted and a new address obtained. The tax credits computer has been amended with the new address. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address.
  XS07 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). UTC to (clmt name). RLS marker set & S17 Not Served marker set The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. Unsuccessful phone calls have been made to the customer. The RLS marker has been set on the tax credits computer to prevent any future correspondence from being sent to the incorrect address. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address, when the tax credits computer has been amended and the RLS marker removed. BACS payments suspended.
  XS08 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). RLS marker already set for (clmt name) & S17 Not Served marker set The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The RLS marker has already been set. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address, when the tax credits computer has been amended and the RLS marker removed.
  XS09 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). New address on system. TC601 re-issued (DD/MM/YY) The tax credits decision notice has been returned because the address on the tax credits computer is incorrect. The customer has been contacted and has confirmed the new address. The tax credits computer has been amended with the new address and the decision notice has been sent again to the new address.
  This Note no longer used from 12 February 2010  
XS10 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). Spoke to (clmt name) confirmed new address as (new address). System updated. TC601 re-issued (DD/MM/YY). Sent to storage The tax credits decision notice has been returned because the address is incorrect. The customer has been contacted and has confirmed the correct address. The tax credits computer has been amended with the correct address and the decision notice has been sent again to the correct address.  
  XS11 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both) The tax credits decision notice has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address.
  XS12 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). RLS marker already set. No further action taken Self-explanatory.
  XS13 - (RLS Action taken) Awaiting further guidance This note is when the action taken hasn’t amended the tax credits computer and an EARS has been raised.
  XS14 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.
  XS15 - BACS payments suspended - address RLS [delete if not applicable ] TC610 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both). No further action taken The tax credits notice to pay letter has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.
  XS16 - TC610 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). New address updated on system. RLS marker removed. No further action taken The tax credits notice to pay letter has been returned because the address is incorrect. The address has been updated and the RLS marker has been removed.
  XS17 - TC610 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. RLS marker already removed. No further action taken The tax credits notice to pay letter has been sent to the customer at a previous address. The new address has already been obtained and the tax credits computer amended. The RLS marker has already been removed.
  XS18 - BACS payments suspended - address RLS [delete if not applicable] Healthy Start voucher returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both). No further action taken Healthy Start voucher has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.
  XS19 - Manual Corre issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. TC648 and corres sent to issuing office to re-issue the corres’ Manual Corre was sent to the customer and has been returned RLS. New address traced. The tax credits computer has been amended with the new address. A form TC648 has been sent to the issuing office for them to re-issue the correspondence.
  XS20 - BACS payments suspended - address RLS [delete if not applicable] Manual Corre for (give reason for issuing) issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Unable to trace new address. RLS marker set. No further action taken Manual Corre was sent to the customer and has been returned RLS. Unable to trace address. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.
  XS21 - BACS payments suspended - address RLS [delete if not applicable] TC603 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). RLS marker already set. Award terminated No further action taken Self-explanatory.
  This Note no longer used from 12 February 2010  
XS22 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt names). Returned RLS from (address on corre.) TC648 sent to relevant person to record Annual Declaration ‘not served.’ Reason RLS The Annual Declaration was sent to the customer. The RLS marker has already been set. Unable to access function manage Finalisation. TC648 sent to relevant team to mark the S17 as ‘Not Served’ RLS for the computer to produce another copy and send it to the correct address.  
  XS23 - Manual Corre issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. Corre has already been re-issued. No further action taken Manual correspondence has been issued to the customer and has been returned RLS. A new address has been traced and updated on the tax credits computer. The RLS marker has been removed. The correspondence has already been re-issued to the new address. No further action taken.
  XS24 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address found. S17 Not Served marker set to prompt issue of new TC603. CY terminated, copy SOA sent to new address / PY finalised, copy S18 notice sent to new address (delete as appropriate) The Annual Declaration was sent to the customer and returned RLS. A new address has been found. The Annual Declaration has been recorded as not served to prompt the issue of a new Annual Declaration. If CY is terminated a copy statement of account will be sent to the new address. If PY is finalised a copy s18 notice will be sent to the new address. BACS payments suspended.
  XS25 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address already on system. S17 Not Served marker sent to prompt issue of new TC603. CY terminated, copy SOA sent to new address / PY finalised, copy S18 notice sent to new address (delete as appropriate) The Annual Declaration was sent to the customer and returned RLS. A new address has already been updated on the tax credits computer. The Annual Declaration has been marked as not served to prompt the issue of a new Annual Declaration. If CY is terminated a copy statement of account will be sent to the new address. If PY is finalised a copy s18 notice will be sent to the new address. BACS payments suspended.
  XS26 - Healthy Start voucher returned RLS (DD/MM/YY) from (address on corre). New address already updated on system. No further action taken A Healthy Start voucher has been returned because the address is RLS. A new address has already been updated on the tax credits computer. No further action taken.
  XS27 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address found. TC648 sent to renewals requesting issue of manual S17 for the relevant tax years that require finalisation and renewal Self-explanatory.
  XS28 - (name of automated notice) sent (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. Duplicate / copy issued on (DD/MM/YY) An automated notice has been sent to the customer and returned RLS. A new address has been traced and updated on the tax credits computer. A copy or duplicate notice has been sent to the customer.
  XS29 - Household RLS work list Case new address traced and system amended’ Self-explanatory.
  XS30 - BACS payments suspended - address RLS Self-explanatory.
  XS31 - Household RLS work list case - unable to obtain a new address Self-explanatory.
  XS32 - (Name of notice issued) sent dd/mm/yy for (tax year) sent to (clmnt name). Returned RLS from (address on corres). New address traced on unprocessed coc work list and updated on system. RLS marker removed. Duplicate/copy issued on dd/mm/yy Self-explanatory.
  XS33 - HH RLS work list case. New address traced on unprocessed coc work list and updated on the system. RLS marker removed Self-explanatory.
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  XS42 - Residency Unit case Res letter sent dd/mm/yy. Sent to (clmts name) rtn RLS from (address on corres). Unable to trace new address. RLS marker set for (clmt1/clmt2/both). No further action taken. A Residency Group letter has been rtn DLO / RLS. No new address has been traced. RLS marker has been set.
  XS43 - IYF RLS case. Address no longer RLS. W/L item transferred to deletion MU for deletion/ no further action (delete as appropriate). Address no longer RLS. Worklist item transferred to deletion MU for deletion.
  XS44 - IYF RLS case. Address already updated. IYS17 notice already been issued to correct address. The address change has been made before the issue of the IYS17 notice.
  XS45 - IYF RLS case. Address obtained from ADD and system updated. RLS marker removed / W/L item transferred to deletion MU / no further action (delete as appropriate). New address traced on ADD and system updated. Relevant action taken.
  XS46 - IYF RLS case. IYS17 returned RLS. New address on system. IYS17 marked as not served to prompt issue of new IYS17 notice to new address. IYS17 notice has been marked as not served as a new address has been found and a new IYS17 notice is required.
  XS47 - IYF RLS case. No new address found. Manual issue date entered on system to allow claim to finalise on info held. W/L item transferred to deletion MU (if appropriate). No new address has been found therefore IYS17 cannot be issued. Manual issue date entered as this will allow the system to finalise the claim on the information held.

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Welsh Language Unit translations

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
   
XT01 - Correspondence sent to the Welsh Language Unit for translation. BF DD/MM/YY. Group/Team/Initials Self-explanatory.

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Unsigned award notices

Refer cases for restore if good cause is established.

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
   
XU01 - Unsigned Termination, casepapers recalled The award has been terminated because no Award Notice has been logged on the tax credits computer as signed. The casepapers have been recalled to see if the Award Notice was received.
XU02 - Award notice issued (DD/MM/YY) logged on as returned, good cause accepted, case referred to bhd fylde to restore The Award Notice has been logged on the tax credits computer and the case has been forwarded for restore action.
XU03 - Award notice not in casepapers, case stockpiled vantive 3251864 There is no Award Notice in the case papers, so the case has been stockpiled to await a process update.
XU04 - Award notice not in casepapers, TC664 issued, asked to return award notice and good cause There is no Award Notice in the case papers. The customer has been told to return the Award Notice with the reason for the delay.
XU05 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.

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Tax Credits Quality Assurance Team

The Tax Credits Quality Assurance Team is responsible for checking a statistically valid sample of tax credits cases to provide the Senior Management Team with answers and statistics on tax credits accuracy.

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
   
XV01 - QA Team accuracy check. Letter sent re (reason). For QA Team action only. TCO Clusters to telephone x34991 for further instructions The purpose of this message is so that
  • Contact Centres don’t take any action on the claim if they receive a phone call from the customer. Instead, they must obtain the contact details from the customer and send these to the QA Team using the applicable stencil.
  • TCO staff contact the QA Team for further instructions before making any changes to the claim. The letter sent to the customer could relate to any discrepancy on the claim.    
      XV02 - QA Team accuracy check. QA Team accuracy correction: (Reason) Informs staff that the QA Team has corrected an error that has been identified on the customer’s claim. The QA Team will have written to the customer to explain what action has been taken and why.
      XV03 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.

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Invite a fresh claim

Telling the customer to contact the tax credits helpline to make a new 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 & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
XW01 - Customer told to contact the tax credits helpline to request a new claim pack Customer told to contact the tax credits helpline to request a new claim pack
XW02 - Applicant postcode closed to tax credits. TC27 issued stating tax credits unavailable but can claim for UC The applicant lives in a postcode that is closed tax credits. TC27 issued stating tax credits is unavailable but could claim for UC

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Log award notice

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
   
This Note no longer used from 6 April 2011  
XX01 - Award Notice rec’d already logged. Sent to storage The award notice has already been logged and sent to storage.
  This Note no longer used from 6 April 2011
XX02 - Award Notice rec’d already logged, SENT TO COC The award notice has already been logged and sent to the Change of Circs Team.
  This Note no longer used from 6 April 2011
XX03 - Award Notice rec’d passed to TM to consider good cause Self-explanatory.
  This Note no longer used from 6 April 2011
XX04 - Award Notice Logged (DD-MM-YYYY) The award notice has already been logged on the date shown.
  This Note no longer used from 6 April 2011
XX05 - Award Notice Logged (DD-MM-YYYY), SENT TO COC The award notice has already been logged on the date shown and has been sent to the Change of Circs Team.
  This Note no longer used from 6 April 2011
XX06 - Award Notice rec’d outside 30 days The award notice has been received outside 30 days and the claim has been terminated.
  This Note no longer used from 6 April 2011
XX07 - Award Notice rec’d outside 30 days, SENT TO COC The award notice has been received outside 30 days and the claim has been terminated. It has been sent to the Change of Circs Team.
  This Note no longer used from 6 April 2011
XX08 - Award Notice rec’d unsigned. Returned to AP1 / AP2 with TC618. Reminder cycle extended to DD/MM/YYYY Self-explanatory.
  This Note no longer used from 6 April 2011
XX09 - Award Notice rec’d unsigned. No dispute, sent to storage Self-explanatory.

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Stuck cases

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