TCM0196380 - NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures - ‘Navigate’ toolbar option unavailable (AG)

To deal with an entry on NTC Listing for the Unprocessed S17 work list with the reason ‘Verification Failure’ when the ‘Navigate’ option on the toolbar menu isn’t available, consider steps 1 to 32.

Step 1

Use the Function Menu

• select ‘NTC Listing’ from the Worklists drop down menu. You will be taken to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the surname you require, from the Selection drop down menu - for example, select 14 for surnames beginning with the letter ‘N’, a full list of the selected items will display
  Note: The message ‘No Listing Entries for the Selection / Listing Type’ will display if there aren’t any entries for your chosen number.
  Note: This guidance will ask you to select the 20XX-20XX year that isn’t finalised. The year you need to select depends on when you’re working Function NTC LISTING - for example, if you’re working Function NTC LISTING after
  • 6 April 2007, you need to select year 2005-2006
  • 6 April 2008, you need to select year 2006-2007
  • 6 April 2009, you need to select year 2007-2008, and so on.
• go to Step 2.

Step 2

Sort and filter the entries to identify the verification failures (‘VF’) entries and also the priority cases. To do this

• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• sort the entries by reason of the Priority Indicator, so that the ‘VF’ priority cases are identified and worked first
• filter the entries so that only those with a reason of ‘VF’ are shown, selecting the Descending checkbox
  Note: Follow the guidance in TCM0140020.
  then
• select [OK]. You’ll be taken to the NTC Listing screen which will display the sorted and filtered work list entries
• make a clerical note of the work item you’re 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
  Note: If the reason doesn’t 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.
• go to Step 3.

Step 3

In Function NTC LISTING, identify if the work item you’re going to action is also on NTC Listing for the Unfinalised S17 work list. To do this

• go to the NTC Listing screen
• select ‘Unfinalised S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with the letter ‘N’. A full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]
  • If the work item is on the ‘Unfinalised S17’ work list. You’ll be taken to the NTC Listing screen which will display the work item
    • select the work item
    • select [Delete]. When the message ‘Listing entry will be permanently deleted’ displays
    • select [OK]. The item will be deleted from the Unfinalised S17 NTC Listing
    • go to Step 4.
  • If the work item isn’t on the ‘Unfinalised S17’ work list, go to Step 4.

Step 4

Use Function VIEW S17 DETAILS

• enter the customer’s NINO in the Key Entry Data screen
• select the All checkbox
• select [OK]. You’ll be taken to the Select S17 Period screen
  Note: If you’re taken to the Select Household screen, select the household that has a 20XX-20XX claim that isn’t finalised and then select [OK]. You’ll then be taken to the Select S17 Period screen.
• select the 20XX-20XX claim
• select [OK]. You’ll be taken to the Current Position screen. If the Current Signals screen
  • displays with one of the following signals - ‘Compliance’, ‘SCO’, ‘Inhibited’ - go to Step 6.
  • displays with the ‘Complex Case’ signal, go to Step 5.
  • doesn’t display with any of the signals, use Function VIEW HOUSEHOLD NOTES to check for any notes indicating a Compliance interest
    • If a Compliance interest is recorded, go to Step 6.
    • If a Compliance interest isn’t recorded, go to Step 7.

Step 5

Use Function VIEW HOUSEHOLD NOTES to identify if the case is a genuine complex case. Follow the guidance in TCM0284000.

• If the case is a genuine Complex Case
  • ask your manager for the specific action date for complex cases
  • use Function NTC LISTING to set the action date on the work list item
    then
  • go to Step 6.
• If the case isn’t a genuine complex case, go to Step 7.

Step 6

Use Function NTC LISTING to identify the work item you’re dealing with. To do this

• go to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with the letter ‘N’. A full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]. You’ll be taken to the NTC Listing screen which will display the work item you’re actioning
• select the work item
• select [Details]. The Listing Entry Details screen will display
  • If you’ve identified Compliance activity
    • enter a date of 08/08/2009 in the Action Date field
    • select [OK]. This will override any previous action dates that were set on the entry
      then
    • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken
      Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    • take no further action
  • If the ‘Complex Case’ signal is present
    • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
      ‘SI32 - NTC Listings complex case being worked by the UK Complex Team’
      Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    • take no further action

Step 7

If you noted in Step 2 that you

• are dealing with an expired action date, use Function VIEW HOUSEHOLD NOTES. If the notes indicate that we’re waiting for the claim to
  • renew before continuing with the finalise action, go to Step 26.
  • finalise before continuing with the final NTC Listing action, go to Step 28.
• are dealing with an expired action date for any other reason, go to Step 15.
• aren’t dealing with an expired action date but a written enquiry has been received, go to Step 22.
• are dealing with a new work item, go to Step 8.

Step 8

Use Function VIEW S17 DETAILS

• enter the customer’s NINO in the Key Entry Data screen
• select the All checkbox
• select [OK]. You’ll be taken to the Select S17 Period screen
  Note: If you’re taken to the Select Household screen, select the household that has a 20XX-20XX claim that isn’t finalised and then select [OK]. You’ll then be taken to the Select S17 Period screen.
• select the 20XX-20XX claim that you’re dealing with
• select [OK]. You’ll be taken to the Current Position screen
• If the Current Signals screen
  • displays with the ‘Household Ended’ signal, go to Step 9.
  • doesn’t display, or displays without the ‘Household Ended’ signal, go to Step 11.

Note: The status of the renewal - for example, whether the Previous Year (PY) is finalised or not - will be displayed in the Status field. Make a note if the Current Year (CY) has been terminated. The reason for the termination will be displayed directly beneath the Status field.

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Step 9

Use Function AMEND APPLICATION, choosing the Correction option

• enter the customer’s NINO in the Key Entry Data screen
• select the All checkbox
• select [OK]. You’ll be taken to the Applicant Details screen
  Note: If you’re taken to the Select Application screen, select the claim you’re dealing with and then select [OK]. You’ll then be taken to the Applicant Details screen
• select ‘Household’ from the toolbar menu
• select ‘Details’ from the options available. You’ll be taken to the Household Details screen
• check the reason in the Household End Reason field. If the reason is
  • ‘Household Breakdown’ and the household is made up of two customers
    • make a note of the date in the Household End Date field, go to Step 11.
  • ‘Household Breakdown’ and the household is made up of only one customer, go to Step 11.
  • ‘Compliance Termination’
    • send form TC823 to the customer
    • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
      ‘TCMZ Compliance Termination work item deleted from NTC Listing’
      Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
      then
    • go to Step 32.
  • ‘System Termination’, go to Step 10.
  • If no reason, or any other reason, is shown, go to Step 11.

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Step 10

Use Function MAINTAIN HOUSEHOLD NOTES to check for an entry indicating that there’s been a household breakdown.

• If there is an entry
  • make a note of the household end date
    then
    • If the household is made up of two customers, go to Step 11.
    • If the household is made up of only one customer, go to Step 11.
• If there isn’t an entry, go to Step 11.

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Step 11

Use Function VIEW LINKED WORK ITEMS

• enter the customer’s NINO in the Key Entry Data screen
• select [OK]. You’ll be taken to the View Linked Work Items screen
  Note: If you’re taken to the Select Household screen, select the household you’re dealing with and then select [OK]. You’ll then be taken to the View Linked Work Items screen.
• check if the work item is on the Verification Failures work list
  • If the work item is on the Verification Failures work list, make a note of the MU number and then go to Step 12.
  • If the work item isn’t on the Verification Failures work list, go to Step 20.

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Step 12

Use Function MAINTAIN WORKLIST

• on the Maintain Worklist screen, select the Verification Failures work list from the drop down list for the Worklist Type field
• select the MU number you noted at Step 11 from the drop down list for the MU field, if the one you want isn’t already displayed in this field. The screen will be redisplayed with the entries currently on the work list
  Note: All the entries on the Verification Failure work list are displayed for your MU.
• filter the items using the NINO to select the work item that you want to work. Follow the guidance in TCM0140180
  • If there is a work item on the Verification Failures work list, go to Step 13.
  • If there isn’t a work item on the Verification Failures work list, go to Step 20.

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Step 13

On the Maintain Worklist screen, select the work item

• select ‘File’ on the toolbar menu
• select ‘Next Function’ from the options available. You’ll be taken to the Select Next Function screen
• select Function MANAGE VERIFICATION FAILURES. You’ll be taken to this Function
• check the reason for the verification failure. If the reason is
  • rules 2B, 4, 5 or 12, go to Step 14.
  • rules 2A, 3, 6, 7, 8, 9, 10 or 11, go to Step 20.

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Step 14

Use Function VIEW HOUSEHOLD NOTES and follow the relevant guidance in TCM0076000, TCM0078000 or TCM0080000 to check if you have the information that you need to work the verification failure

• If you don’t have all the information you need, go to Step 17.
• If you have all the information you need
  • resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
    Note: If you’re instructed to change the verification status, ignore this action and return to this guidance.
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you’re asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
    Note: If there are any verification failure rules in addition to rules 2b, 4, 5 and 12, these must also be worked prior to transferring the work item to the VF Navigation Vantives MU.
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
    ‘TCMZ Navigate option on toolbar menu greyed out, VF worked and work item transferred to VF Navigation Vantives MU’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go to Step 20.
• If the customer informs you of a change of circumstances
  • before you make any changes you must follow the guidance in TCM0042260
  • resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
    Note: If you’re instructed to change the verification status, ignore this action and return to this guidance.
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you’re asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
    Note: If there are any verification failure rules in addition to rules 2b, 4, 5 and 12, these must also be worked prior to transferring the work item to the VF Navigation Vantives MU.
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
    ‘TCMZ Navigate option on toolbar menu greyed out, VF worked and work item transferred to VF Navigation Vantives MU’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go to Step 20.

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Step 15

Use Function MAINTAIN HOUSEHOLD NOTES to establish whether a reminder has been issued.

• If a reminder hasn’t been issued or there aren’t any notes suggesting a reminder has been issued
  • send form TC664R to the customer
    then
  • go to Step 16.
• If a reminder has previously been issued
  • follow the guidance in TCM0076000, TCM0078000 or TCM0080000 for the action to take when there hasn’t been a response to the enquiry and the reminder cycle has expired
    Note: If you are instructed to change the verification status, ignore this action and return to this guidance.
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you are asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you’ve taken
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go to Step 20.

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Step 16

Use Function NTC LISTING to identify the work item you are dealing with so that you can set an action date. To do this

• go to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with ‘N’. A full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]. You’ll be taken to the NTC Listing screen which will display the work item you’re actioning
• select the work item
• select [Details]. The Listing Entry Details screen will display
• enter a date of 14 days in the future in the Action Date field
• select [OK]. This will override any previous action dates that were set for the work item
  then
• use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken and the questions you have asked
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
• take no further action

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Step 17

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

• If the customer can’t provide all the details, go to Step 19.
• If the customer provides all the details
  • resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
    Note: If you are instructed to change the verification status. ignore this action and return to this guidance.
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you’re asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
    ‘TCMZ Navigate option on toolbar menu greyed out, VF worked and work item transferred to VF Navigation Vantives MU’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go to Step 20.
• If the customer informs you of a change of circumstances
  • before making any changes you must follow the guidance in TCM0042260
  • resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
    Note: If you’re instructed to change the verification status, ignore this action and return to this guidance.
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you’re asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
    ‘TCMZ Navigate option on toolbar menu greyed out, VF worked and work item transferred to VF Navigation Vantives MU’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go to Step 20.
• If you can’t contact the customer by phone, go to Step 18.

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Step 18

Complete and send a form TC664 with the relevant questions to obtain the missing information to the customer

then

• go back to Step 16.

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Step 19

If the customer can’t provide all the missing information over the phone

• tell them to contact the Tax Credits Helpline on 0345 300 3900 as soon as possible with the information
  then
• go back to Step 16.

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Step 20

Note: If you’re working Function NTC LISTING after

• 6 April 2007, you will be working 2005-2006 as CY, making PY 2004-2005 and 2003-2004 PY-1
• 6 April 2008, you will be working 2006-2007 as CY, making PY 2005-2006 and 2004-2005 PY-1
• 6 April 2009, you will be working 2007-2008 as CY, making PY 2006-2007 and 2005-2006 PY-1, and so on.

Use Function VIEW S17 DETAILS and go to the Declaration Details screen to note the information that has been provided for PY on the claim that you’re dealing with

• make a note of the following for customer 1 (and, where applicable, customer 2)
  • whether Pension Credit (PC), Income Support (IS), Jobseeker’s Allowance (JSA) or Employment Support and Allowance (ESA) was in payment for the award period
  • any figures in the Income Totals box, including
    • taxable Social Security benefits
    • earnings as an employee
    • company car and fuel, vouchers and payments in kind
    • income from self-employment
    • other income.
• select [View PY - 1 Details] if it’s available and make a note of the same details for PY-1 that you’ve just made for the PY claim
  then
• go to Step 21.

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Step 21

Use Function AMEND APPLICATION, choosing the Correction option

• go to the Income screen for customer 1 and/or customer 2 for the claim that you’re dealing with
• enter the income, benefit and earnings figures that you’ve noted from Function VIEW S17 DETAILS into the corresponding PY and/or PY-1 income fields, ensuring you select ‘A’ for each entry
  Note: If the status of the income is ‘S’ the Amount field won’t be enabled. Changing the status to ‘A’ will enable the Amount field.
• select [OK]. You’ll be taken to the Amend Finish screen
• enter the date the notification of the change was received in the Received Date field
• select the source of the change from the Source drop down list - for example, telephone
• select [OK]. The computer will automatically accept the amendment
  • If the message ‘S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to re-finalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays
    • the changes you are making will re-finalise the claim, follow the guidance in TCM0042260 before making any changes
      then, if you can make the change
    • select [OK] on the message
      then
    • go to Step 23.
  • If the message ‘S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays
    • you won’t be able to make the change because the PY actual income is required, follow the guidance in TCM0042260 before making any changes
      then, if you can make the change
    • select [OK] on the message
      then
    • go to Step 23.
  • If the message ‘S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays
    • the changes you are making will re-finalise the claim
    • select [Cancel]. You will be taken to the Amend Application Details screen
    • select [Cancel]
    • when the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, select [Yes]
    • pass the case to a Level 2 User or your manager. For more information, use ‘Level 1 and Level 2 users’ on TCM0320260
    • take no further action.
  • If none of the messages display, go to Step 23.

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Step 22

If you receive a written reply from the customer but some of the information is still missing, phone them and ask for the missing information. Follow the guidance in TCM0094080.

• If you obtain all the missing information you require or the written reply already has all the information you require
  • resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
    Note: If you’re instructed to change the verification status, ignore this action and return to this guidance.
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you’re asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
    ‘TCMZ Navigate option on toolbar menu greyed out, VF worked and work item transferred to VF Navigation Vantives MU’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go back to Step 20.
• If the customer can’t provide all the missing information, go back to Step 19.
• If the customer informs you of a change of circumstances
  Note: Ensure that all the information provided is captured including the change of circumstances.
  • before you process the changes you must follow the guidance in TCM0042260
  • resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
    Note: If you are instructed to change the verification status, ignore this action and return to this guidance
    Note: When you follow the guidance in TCM0076000, TCM0078000 or TCM0080000 and you’re asked to go to a function using the ‘Navigate’ option on the toolbar menu, cancel out of the Manage Verification Failures screen and go to the relevant function using the Function Menu.
  • transfer the Verification Failures work list item to the VF Navigation Vantives MU. Use TCM0322460 for the correct MU number
  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following
    ‘TCMZ Navigate option on toolbar menu greyed out, VF worked and work item transferred to VF Navigation Vantives MU’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • go back to Step 20.
• If there isn’t a phone number or the customer doesn’t answer
  • send form TC664 (option 3) to the customer with the questions that you need to obtain the missing information
  • then
• go back to Step 16.

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Step 23

If

• the renewal is terminated
  • follow the guidance in TCM0262230
    then
  • go to Step 26.
• any other circumstances apply, go to Step 24.

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Step 24

Use Function MANAGE FINALISATION

• enter the customer’s NINO in the Key Entry Data screen
• select the All checkbox
• select [OK]. You’ll be taken to the Select Tax Credit Period screen
• select the 20XX-20XX claim that you’re dealing with
• select [OK]. You’ll be taken to the Manage Finalisation screen
• select [Process]. You’ll be taken to the Process screen
• select ‘TCO’ from the Action Authority drop down menu
• select ‘As Agreed’ from the Renew drop down menu
• select [Renew]
  Note: If an error message displays, select [OK] or [Yes], as appropriate and continue with your action.
  • If [Renew] isn’t available, go to Step 26.
  • If [Renew] is available, go to Step 25.

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Step 25

Use Function NTC LISTING to identify the work item you’re dealing with. To do this

• go to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with the letter ‘N’. A full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]. You’ll be taken to the NTC Listing screen which will display the work item you are actioning
• select the work item
• select [Details]. The Listing Entry Details screen will display
• enter a date of three days in the future in the Action Date field
• select [OK]. This will override any previous action dates that may have been set on the entry
• use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you’ve taken so far and also
  ‘TCMZ Wait for claim to renew before continuing with the finalise action’
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
  then, when the action date is reached
• go to Step 26.

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Step 26

Use Function MANAGE FINALISATION

• enter the customer’s NINO in the Key Entry Data screen
• select the All checkbox
• select [OK]. You’ll be taken to the Select Tax Credit Period screen
• select the 20XX-20XX claim that you’re dealing with
• select [OK]. You’ll be taken to the Manage Finalisation screen
• select [Process]. You’ll be taken to the Process screen
• select ‘TCO’ from the Action Authority drop down menu
• select ‘As Agreed’ from the Finalise drop down menu
• select [Finalise]
  Note: If an error message displays, select [OK] or [Yes] as appropriate and continue with your action.
  • If [Finalise] isn’t available, go to Step 28.
  • If [Finalise] is available, go to Step 27.

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Step 27

Use Function NTC LISTING to identify the work item you’re dealing with. To do this

• go to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with the letter ‘N’. A full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]. You’ll be taken to the NTC Listing screen which will display the work item you are actioning
• select the work item
• select [Details]. The Listing Entry Details screen will display
• enter a date of three days in the future in the Action Date field
• select [OK]. This will override any previous action dates that may have been set on the entry
• use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken so far and also
  ‘TCMZ Wait for claim to finalise before continuing with the final NTC Listings action’
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
  then, when the action date is reached
• go to Step 28.

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Step 28

Use Function VIEW HOUSEHOLD ACCOUNT to check if the 20XX-20XX award has been finalised. To do this

• enter the customer’s NINO in the Key Entry Data screen
• select the All checkbox
• select [OK]. You’ll be taken to the Select Award screen
• check the entry in the Award Status column for the 20XX-20XX award that you’re dealing with. If the award status
  • is shown as ‘Finalised’, go to Step 30.
  • isn’t shown as ‘Finalised’, go to Step 29.

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Step 29

Use Function NTC LISTING to identify the work item you are dealing with. To do this

• go to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with the letter ‘N’. A full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]. You’ll be taken to the NTC Listing screen which will display the work item you’re actioning
• select the work item
• select [Details]. The Listing Entry Details screen will display
• enter a date of 07-02-2008 in the Action Date field
• select [OK]. This will override any previous action dates that may have been set on the entry
  then
• use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken so far and also
  ‘TCMZ Claim has not finalised cannot continue with the NTC Listings action’
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
• take no further action

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Step 30

Check the clerical note you made for the work item

• If there was an ‘Appeal’ reason shown
  • complete and issue form TC853 (appeal letter)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    Note: This explains to the customer that their appeal rights on the original claim still stand.
    then
  • go to Step 31.
• If there wasn’t an ‘Appeal’ reason shown, go to Step 31.

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Step 31

Use Function MAINTAIN HOUSEHOLD NOTES

• select the ‘Renewals & Reminders’ category to record the following, where appropriate
  ‘SI31 - Unprocessed S17 work item actioned from NTC Listings’
  ‘SI11 - Form TC853 issued’
  ‘SI27 - 20XX/20XX Claim Finalised’
  ‘SI28 - 20XX/20XX Claim Finalised and 20XX/20XX claim Renewed’
  and
  any other action that you haven’t already recorded
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
  then
• go to Step 21.

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Step 32

Use Function NTC LISTING to identify the work item you have just actioned. To do this

• go to the NTC Listing screen
• select ‘Unprocessed S17’ from the Listing Type drop down menu
• select the number that corresponds to the initial letter of the name you require from the Selection drop down menu - for example, select 14 for names beginning with the letter ‘N’, a full list of the selected items will display
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
• filter the entries with the reason of ‘Reference’, entering the NINO you made a clerical note of in the From Value and To Value fields
• select [OK]. You’ll be taken to the NTC Listing screen which will display the work item you’ve just actioned
• select the work item
• select [Delete]
• when the message ‘Listing entry will be permanently deleted’ displays, select [OK]. The work item will be deleted from NTC Listing
  then
• use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the following
  ‘SI15 - Work item deleted from NTC Listing’
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
• close the document on DMS. For how to do this, use TCM1000037.