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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Duplicate

Checklist

Before you follow this guidance, make sure you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu.

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

Access the ‘NTC Listing Unprocessed S17’ work list. For how to do this, use TCM1000155.

Then, filter the entries again by reason, to identify the Duplicate (‘Dup’) entries and the priority cases.

Note: This guidance will ask you to select the 20XX-20XX year that is not finalised. The year you need to select depends on when you are working function ‘NTC Listing’ - for example, if you are working after 

  • 6 April 2010, you need to select year 2008-2009
  • 6 April 2011, you need to select year 2009-2010
  • 6 April 2012, you need to select year 2010-2011, and so on.

Note: If the reason does not display, select the work item and then select ‘Details’. The ‘Listing Entry Details’ screen will display, which will show the reason for the work item.

Make a clerical note of the work item you are going to action - for example, name, NINO, reason for the work item, whether or not an ‘Appeal’ reason is shown and also check if an action date has expired.

If the entry displays with the reason ‘Duplicate’ with ‘SUPSE’ or ‘Duplicate’ with ‘JNT INC’, follow the guidance in TCM0196260.

If you are dealing with an expired action date, go to .

If you are not dealing with an expired action date,

then

  • return to this guidance and go to .

Step 2

Check the current status of the claim, for how to do this use TCM1000025.

Then, use function ‘View Household Notes’ to check for a note. For how to do this, use TCM1000067.

If the note indicates that we are waiting for the claim to renew before continuing with the finalise action, go to .

If the note indicates that we are waiting for the claim to finalise before continuing with the final NTC Listing action, go to .

Step 3

Identify which is the duplicate Annual Declaration and which is the original Annual Declaration. For how to do this, use TCM1000049.

Note: The duplicate Annual Declaration will be at the top of the list in the Declarations box. The original Annual Declaration will always be at the bottom of the list. Sometimes there may be three or more Annual Declarations shown. Where this is the case, you must check the Received Date for each Annual Declaration in the box to determine which was received originally and which was received later. The later Annual Declaration received is the duplicate.

Note: If you are working function ‘NTC Listing’ after 

  • 6 April 2010, you will be working 2008-2009 as CY, making 2007-2008 PY and 2006-2007 PY-1
  • 6 April 2011, you will be working 2009-2010 as CY, making 2008-2009 PY and 2007-2008 PY-1
  • 6 April 2012, you will be working 2010-2011 as CY, making 2009-2010 PY and 2008-2009 PY-1, and so on.

Then go to .

Step 4

Use function ‘View Household Account’ to check, and make a note, if one or more of the subsequent years’ awards has been finalised. For how to do this, use TCM1000159.

Then go to .

Step 5

Check whether the duplicate Annual Declaration has identical information to that held on the original Annual Declaration.

For the Duplicate Annual Declaration,

  • use function ‘View S17 Details’ and go to the ‘Declaration Details’ screen to note the information that has been provided for PY and PY-1 for customer 1 and, where applicable, customer 2. For how to do this, use TCM1000011.

For the Original Annual Declaration,

  • use function ‘View S17 Details’ and go to the ‘Declaration Details’ screen to note the information that has been provided for PY and PY-1 for customer 1 and, where applicable, customer 2. For how to do this, use TCM1000011.

Note: The status of the renewal will be displayed in the ‘Status’ field. Make a clerical note if the status of the CY claim is ‘Terminated’.

If the information held on the original Annual Declaration is different, go to .

If the information held on the original Annual Declaration is the same as the duplicate Annual Declaration, go to .

If the duplicate has already been disregarded, go to .

Step 6

Check, and make a note of how the customer provided the information on both declarations. For how to do this, use TCM1000043.

If the duplicate declaration was made over the phone and the original declaration was paper or RDC, accept the duplicate as being correct, go to .

If the original declaration was made over the phone and the duplicate declaration was paper or RDC, accept the original as being correct, go to .

Step 7

Where the duplicate Annual Declaration was made over the phone, refer to the status of the renewal you noted at .

If the status of the renewal is finalised

  • establish if you can amend the claim with the details provided on the duplicate Annual Declaration. Follow the guidance in TCM0042260 

Note: You must delete any PY and/or PY-1 figures from the computer that are not shown on the Annual Declaration. This will ensure that the only income details provided by the customer on their Annual Declaration are held on the computer and the award will therefore be correctly finalised.

  • then, if you are told to return to this guidance
  • go to .

If the status of the renewal is not finalised, go to .

Step 8

Disregard the duplicate Annual Declaration where there is no reason to doubt the information given on the original declaration. Follow the guidance in TCM0256020.

Note: Select the 20XX-20XX tax year when following the guidance in TCM0256020.

  • return to this step once you have completed the action.
  • go to .

Step 9

Disregard the Annual Declaration you noted as paper or RDC at . Follow the guidance in TCM0256020.

Note: Select the 20XX-20XX tax year when following the guidance in TCM0256020.

  • return to this step once you have completed the action.
  • go to .

Step 10

Did you note in if the award status for any of the subsequent years is finalised?

If you noted the award status for any of the subsequent years is not finalised

  • go to .

If you noted the award status for any of the subsequent years is finalised 

Step 11

Did you note at if an Appeal marker is shown?

If an Appeal marker is shown, go to .

If an Appeal marker is not shown, go to .

Step 12

Is the ‘Renew’ button available in function ‘Manage Finalisation’ for the 20XX-20XX claim that is not finalised? For how to do this, use TCM1000116.

If ‘Renew’ is not available, go to .

If ‘Renew’ is available,

  • Renew CY without finalising PY. For how to do this, use TCM1000149 
  • go to .

Step 13

Use function ‘Manage Finalisation’ and go to the ‘Manage Finalisation’ screen for the 20XX-20XX claim that is not finalised, to renew the claim. For how to do this, use TCM1000149.

If ‘Renew’ is not available, go to .

If ‘Renew’ is available

Note: If an error message displays, select ‘OK’ or ‘Yes’, as appropriate and continue with your action.

  • use function ‘NTC Listing’ to set an action date of three days in the future on the work item. For how to do this, use TCM1000008 
  • update Household Notes with the message SI08 from TCM0172040, and select the ‘Renewals & Reminders’ category. For how to do this, use TCM1000001 
  • take no further action.

Step 14

Did you note at if an Appeal marker is shown?

If an Appeal marker is shown, go to .

If an Appeal marker is not shown, go to .

Step 15

Note: When the Appeal has been resolved, the Appeals team will ‘Finalise’ the PY award.

Update Household Notes with the message SN19 from TCM0172060, and select the ‘Renewals & Reminders’ category. For how to do this, use TCM1000001 

  • take no further action.

Step 16

Is the ‘Finalise’ button available in function ‘Manage Finalisation’ for the 20XX-20XX claim that is not finalised? For how to do this, use TCM1000116.

If ‘Finalise’ is available, go to .

If ‘Finalise’ is not available, go to .

Step 17

To finalise the PY award, use function ‘Manage Finalisation’ and go to the ‘Manage Finalisation’ screen for the 20XX-20XX claim that is not finalised. For how to do this, use TCM1000149.

Note: If an error message displays, select ‘OK’ or ‘Yes’, as appropriate and continue with your action.

  • use function ‘NTC Listing’ to set an action date of three days in the future on the work item. For how to do this, use TCM1000008 
  • update Household Notes with the message SI09 from TCM0172040, and select the ‘Renewals & Reminders’ category. For how to do this, use TCM1000001 
  • take no further action.

Step 18

Is the current status of the claim you noted at ‘Finalised’?

If the award status is shown as ‘Finalised’, go to .

If the award status is not shown as ‘Finalised’,

  • ask your manager for a specific action date
  • use function ‘NTC Listing’ to set the action date on the work item. For how to do this, use TCM1000008 
  • update Household Notes with the message SI10 from TCM0172040, and select the ‘Renewals & Reminders’ category. For how to do this, use TCM1000001 
  • take no further action.

Step 19

Use ‘Maintain Household Notes’, for how to do this, use TCM1000001 

  • Update Household Notes with one of the messages, SI27, SI28 or SI29, as appropriate, from TCM0172040,
  • any other action that you have not already recorded
  • select the ‘Renewals & Reminders’ category
  • go to .

Step 20

Use function ‘NTC Listing’ to delete the work item you have just actioned from the worklist. For how to do this, use TCM1000157.

  • when the message ‘Listing entry will be permanently deleted’ displays, select ‘OK’. The work item will be deleted from ‘NTC Listing’
  • update Household Notes with the message SI15 from TCM0172040, and select the ‘Renewals & Reminders’ category. For how to do this, use TCM1000001 
  • send any casepapers to storage. Follow the guidance in TCM0074140.