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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Notices - general: Notices - re-issue

Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance
  • you’re in the correct MU. Use TCM0322460 for the correct MU number.

Reasons not to follow this guidance

You do not need to follow this guidance if

  • a customer has not requested a copy or duplicate notice unless directed to do so as part of another process
  • a customer has requested a duplicate or copy of a reminder notice.

These cannot be issued.

Background

You can only re-issue a notice that has already been issued.

You can re-issue a copy of a notice or a duplicate notice for

  • a decision (rejection) notice
  • a Statement of Account (SOA) notice.

You can only issue a copy of a S17 notice or an award notice.

Award notices and decision notices are known as ‘applicant notices’. SOA notices and S17 notices are known as ‘renewal notices’.

You will need to re-issue a notice when

  • the customer requests a copy or duplicate of a notice
  • the notice is returned RLS.

You can only re-issue a copy of an original individual debt statement (IDS).

Duplicate notices

A duplicate notice is identical to the original notice except for the date of issue. The duplicate notice will show today’s date, not the original date of issue and will give the customer 30 days from the date of issue of the duplicate notice to appeal. A duplicate should only be issued in exceptional circumstances - for example, when it’s known that no notice was actually produced by the tax credits computer. A copy notice must be issued in all other circumstances.

A maximum of two duplicate notices can be issued but it is not possible to issue them on the same day.

The tax credits computer will not allow you to issue more than two duplicate notices. In this circumstance, you should consider whether to issue a copy notice instead.

Duplicate notices cannot be issued for terminated awards.

Duplicate notices cannot be issued for individual debt statements.

Copy notices

A copy notice will be an exact replica of the original including the original date of issue and appeal period and will display the word ‘COPY’ (like a watermark) across it.

A copy notice can be issued when

  • the original notice has been lost, misplaced, not received or damaged after receipt
  • a further copy is required, for example to supply to Housing Benefit
  • you consider a copy notice may be issued instead of a third duplicate notice.

There’s no limit to the number of copy notices that can be issued.

The Appeals signal will prevent a duplicate notice from being issued. The

  • RLS signal will create an entry on the Household RLS work list
  • Manual Correspondence signal will create an entry on the Manual Correspondence work list.

Note: The tax credits computer is unable to send a copy of a 03/04 award notice.

Individual Debt Statements (IDS)

A copy of the IDS can be re-issued for those marked ‘original’ only.   Duplicate copies will not be re-issued.
 

Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

Step 1

Check if UC, Household Breakdown, RLS or Deceased signals are set. For how to do this, use TCM1000117.

If the Deceased signal is set, go to .

If the RLS signal is set, go to .

If both the Deceased signal and the RLS signal are set, go to .

If the Household Breakdown signal is set

  • make a note for future reference
  • go to .

If the UC signal is set, go to .

If none of the signals are set, go to .

Step 2

Check the status of the claim. For how to do this, use TCM1000118

If the status is ‘Finalised Award’, go to .

If the status is not Finalised Award, the family has not been ended

Step 3

Check the date the notice was issued. For how to do this, use TCM1000119

update Household Notes with the message XN01 from TCM0176020. For how to do this, use TCM1000001

If the RLS signal was set, go to .

If the RLS signal was not set, go to .

Step 4

To try and find a new address, follow the guidance in TCM0184180, then return to this guidance.

If you find and capture a new address, go to .

If you do not find and capture a new address

update Household Notes with the message XN02 from TCM0176020. For how to do this, use TCM1000001

  • send any correspondence to storage. Follow the guidance in TCM0074140
  • take no further action.

Step 5

Check what type of notice is to be re-issued. For how to do this, use TCM1000120

If the notice is a S17 notice or SOA notice, go to .

If the notice is a 03/04 award notice,issue a manual award notice. Follow the guidance in TCM0184100

If the notice is another award notice or a rejection notice or an IDS, go to .

Step 6

If the Household Breakdown signal was not set, go to .

If the Household Breakdown signal was set

  • check which customer the S17 notice is to be re-issued to. For how to do this, use TCM1000121
  • go to .

Step 7

If an S17 notice is to be re-issued and the original was not received, go to .

If an S17 notice is to be re-issued and the original was received

  • a copy notice should be issued to the customer
  • go to .

If an SOA notice is to be re-issued and the original was received

  • a copy notice should be issued to the customer
  • go to .

If an SOA notice is to be re-issued and the original was not received

  • a duplicate notice should be issued to the customer
  • go to .

Step 8

Mark the S17 as ‘not served’. For how to do this, use TCM1000103

Note: If an S17 notice has been issued to an appointee and has not been served, the Annual Declaration must be recorded against the customer (or customers).

Note: If the household has broken down after the S17 notice has been issued, you must check the Not Served checkbox against both Customer 1 and Customer 2 on the joint notice. Separate S17 notices will then be issued to the customers.

  • go to .

Step 9

Issue the copy or duplicate notices to the customer. For how to do this, use TCM1000122

If the customer has requested a copy of the IDS

  • issue copy of the IDS to the customer. For how to do this, use TCM1000631
  • go to .

Note: If the notice does not have an issue date in the Notice Details box, it cannot be re-issued. Make sure you’re issuing the correct notice by checking the entries in the Issue Date and Notice Type columns, wherever possible.

Note: If you try to issue a duplicate SOA notice and the case is under Appeal, a warning message will display and you must issue a copy notice instead.

Note: Only re-issue an IDS marked ‘original’, for how to check this use TCM1000632

  • go to .

Step 10

Update Household Notes with the message XN03 from TCM0174020. For how to do this, use TCM1000001

  • send any correspondence to storage. Follow the guidance in TCM0074140