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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Passported benefits - Healthy Start vouchers: Healthy Start vouchers - exemption certificate not automatically issued (AG)

To deal with a referral where Healthy Start vouchers or a Prescription Pricing Authority (PPA) exemption certificate haven’t been automatically issued, consider steps 1 to 10.

Step 1

Check for Compliance activity. Follow the guidance in TCM0134420.

  • If there isn’t any Compliance activity, or Compliance don’t require the claim, use Function VIEW APPLICATION to check the status of the award. 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 Application screen
    • select the application the originator is enquiring about
    • select [OK]. You’ll be taken to the Application Summary screen

    • If the status is ‘Awaiting Award’, go to .
    • If the status is ‘Award Issued’, ‘Finalised Award’, ‘Ceased’ or ‘Terminated’, go to .

Step 2

Use Function VIEW LINKED WORK ITEMS to check if there are any outstanding work items for the claim. To do this

  • enter the customer’s NINO in the Key Entry Data screen
  • select [OK]. You’ll be taken to the View Linked Work Items screen

    • If there are any outstanding work items, return the referral to the originator. Explain that the work items will have to be cleared before an award version can be created in order for Healthy Start vouchers to be issued.
    • If there aren’t any outstanding work items, go to .

Step 3

Use Function VIEW APPLICATION

  • enter the customer’s NINO in the Key Data Entry screen
  • select the All checkbox
  • select [OK]. You’ll be taken to the Select Application screen
  • select the latest version of the claim
  • select [OK]. You’ll be taken to the Application Summary screen
  • select ‘File’ from the toolbar menu
  • select ‘Next’ from the options available. You’ll be taken to the Function Menu
  • select ‘Award’ from the toolbar menu
  • select ‘View’ from the options available. You’ll be taken to the Award Summary screen in Function VIEW AWARD DETAILS

    • If the message ‘No matching record for award version table’ appears, go to .

    Note: This message appears when the application version hasn’t produced an award notice.

    • If the message ‘Statement of Account has been issued for this award version’ appears, go to .

    Note: A Statement of Account is issued when a customer’s entitlement is terminated for the whole of the current year.

    • If neither message appears, check the Tax Credit Type list box to check if the CTC award is Nil. If the CTC award is Nil, go to .
    • If any other circumstances apply, contact the originator to confirm what the problem is.

Step 4

Go back to Function VIEW APPLICATION to check if the customer is in receipt of Income Support (IS), Jobseeker’s Allowance (JSA) or Employment and Support Allowance (ESA). To do this

  • select ‘Navigation’ from the toolbar menu
  • select ‘View Application’ from the options available. You’ll be taken back to the Application Summary screen
  • select ‘VH’ from the toolbar menu. You’ll be taken to the View Application History screen
  • select ‘History’ from the toolbar menu. If ‘IS’, ‘JSA’ or ‘ESA’ are available as options in the list that appears, the customer is in receipt of IS, JSA or ESA.

    • If the customer is in receipt of IS, JSA or ESA, go to .
    • If the customer isn’t in receipt of IS, JSA or ESA, go to .

    Note: You may have to check earlier versions of the claim as it may not be the latest one that hasn’t produced an award notice.

Step 5

Note: Check if you can make the change by following the guidance in TCM0042260.

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 Select Application screen
  • select the latest application version
  • select [OK]. You’ll be taken to the Applicant Details screen
  • go to the Income screen and input zero income as follows

    • 0.00A in the Earnings field for 2006-2007
    • 0.00E in the Earnings field for 2007-2008
  • select [OK]. You’ll be taken to the Amend Finish screen
  • enter today’s date in the Received Date field
  • select ‘Paper’ from the Source drop down menu
  • select ‘NTC Error’ from the Reason drop down menu
  • select [OK]

    • 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’re 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
    • use Function MAINTAIN HOUSEHOLD NOTES to record the following

    ‘TCMZ Income of £xxx for tax year xx/xx deleted to enable Healthy Start vouchers to be issued’

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

    • BF the case for 48 hours

    then

    • go to .

    • 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
    • use Function MAINTAIN HOUSEHOLD NOTES to record the following

    ‘TCMZ Income of £xxx for tax year xx/xx deleted to enable Healthy Start vouchers to be issued’

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

    • BF the case for 48 hours

    then

    • go to .

    • 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’re making will re-finalise the claim
    • select [Cancel]. You’ll 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

    • use Function MAINTAIN HOUSEHOLD NOTES to record the following

    ‘TCMZ Income of £xxx for tax year xx/xx deleted to enable Healthy Start vouchers to be issued’

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

    • BF the case for 48 hours

    then

    • go to .

Step 6

After 48 hours, check if an award notice has been created. To do this

  • use Function VIEW APPLICATION
  • enter the customer’s NINO in the Key Entry Data screen
  • select the All checkbox. You’ll be taken to the Select Application screen
  • select the latest application version
  • select [OK]. You’ll be taken to the Application Summary screen
  • select ‘File’ from the toolbar menu
  • select ‘Next’ from the options available. You’ll be taken to the Function Menu
  • select ‘Award’ from the toolbar menu
  • select ‘View’ from the options available. You’ll be taken to the Award Summary screen in Function VIEW AWARD DETAILS

Note: The Award version relevant to the most recent Application version will be displayed.

then

  • If an award notice has been created, return the referral to the originator as resolved

Note: The message ‘No matching record for award version table’ will appear if an award notice hasn’t been created for this application version.

* If the query is regarding Healthy Start vouchers 

* send an email to the Healthy Start Issuing Unit (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  stating 

‘This claim has just been awarded. Their details will be selected on the next extract. Customer may be eligible for Healthy Start vouchers from [insert date the customer became eligible for Healthy Start vouchers]. Please arrange to issue a backdated payment when application received. Customer’s details are as follows  


\[customer’s full name\] (this should be the name of the customer who’s in receipt of the CTC element)  


[customer’s full postal address]  


[qualifying children's full names and dates of birth]’.  


* If the query is regarding an exemption certificate 

* send an email to the originator stating 

‘This claim has just been awarded. Their details will be selected on the next extract. Customer is entitled to an exemption certificate from [insert date]. Please arrange to issue a backdated certificate. Customer’s details are as follows  


[customer’s full name]  


[customer’s full postal address]  


[qualifying children's full names and dates of birth]’.  
  • If an award notice hasn’t been created, go to .

Step 7

Note: You’ll need to identify which claim version the error may have occurred in and what amendment caused the problem - for example, a gap in work history or children that haven’t been included in the award.

Use Function VIEW APPLICATION

  • enter the customer’s NINO in the Key Entry Data screen
  • select the All checkbox
  • select [OK]. You’ll be taken to the Select Application Version screen

Note: If you’re taken to the Select Application screen, there’s more than one claim for this customer - for example, cases where a household breakdown has occurred and the customer has re-applied. If you’re taken to the Select Application screen, select the claims affected by this correction to highlight them and then select [OK]. You’ll then be taken to the Select Application Version screen.

  • select the latest version
  • select [OK]. You’ll be taken to the Application Summary screen

Note: If a message displays, select [OK] to clear.

  • check the signals history to compare each version of the application. Record any information that differs between versions. To do this

Note: You must ensure that all signals are checked as there may be more than one error.

  • select [VH] on the toolbar menu. You’ll be taken to the View Application History screen
  • select [Versions]. You’ll be taken to the Select Application Version screen
  • select the earliest version
  • select [OK]. You’ll be taken to the View Application History screen
  • after checking the application history for ‘Ap1’, select ‘Ap2’ and ‘Ch’ from the toolbar menu. You’ll be taken to the appropriate View Application History screen
  • select ‘History’ from the toolbar menu
  • select the available history records you want to view from the options available. The History screen for that signal will display

Note: You must check the history record for every option that is available in the list.

  • check the history records and make a note of the dates that are displayed
  • select [Cancel]. You’ll be taken back to the View Application History screen
  • check all of the signals history and note all the details for customer 1 and customer 2 and any children, if appropriate for that version
  • repeat these actions until you identify an errors or until you reach the latest version

    • If the version history is correct, go to .
    • If the error

    • relates to the customer, use guidance in TCM0044260 
    • relates to a child, use guidance in TCM0034320 

    then

    • BF the case for 48 hours

    then, after 48 hours

    • If an award notice has been created return the referral to the originator as resolved.
    • If an award notice hasn’t been created, go to .

Step 8

Note: A Statement of Account is issued when a customer’s entitlement is terminated for the whole of the current year. This will usually happens after a change has been made to the case.

You’ll need to check the version history. To do this

  • use Function VIEW APPLICATION
  • enter the customer’s NINO in the Key Entry Data screen
  • select the All checkbox
  • select [OK]. You’ll be taken to the Select Application Version screen

Note: If you’re taken to the Select Application screen, there’s more than one claim for this customer - for example, cases where a household breakdown has occurred and the customer has re-applied. If you’re taken to the Select Application screen, select the claims affected by this correction and then select [OK]. You’ll then be taken to the Select Application Version screen.

  • select the latest version
  • select [OK]. You’ll be taken to the Application Summary screen

Note: If a message displays, select [OK] to clear.

  • check the signals history to compare each version of the application. Record any information that differs between versions. To do this

Note: You must ensure that all signals are checked as there may be more than one error.

  • select [VH] on the toolbar menu. You’ll be taken to the View Application History screen
  • select [Versions]. You’ll be taken to the Select Application Version screen
  • select the earliest version, select [OK]. You’ll be taken to the View Application History screen
  • after checking the application history for ‘Ap1’, select ‘Ap2’ and ‘Ch’, from the toolbar menu. You’ll be taken to the appropriate View Application History screen
  • select ‘History’ from the toolbar menu
  • select the available history records you want to view from the options available. The History screen for that signal will display

Note: You must check the history record for every option that is available in the list.

  • check the history records and make a note of the dates that are displayed
  • select [Cancel]. You’ll be taken back to the View Application History screen
  • proceed to check all of the signals history and note all the details for customer 1 and customer 2 and any children, if appropriate for that version
  • repeat the above actions until you identify an errors or until you reach the latest version

    • If the version history is correct, go to .
    • If the error

    • relates to the customer, use guidance in TCM0044260 
    • relates to a child, use guidance in TCM0034320 

    then

    • BF the case for 48 hours

    then, after 48 hours

    • If an award notice has been created return the referral to the originator as resolved.
    • If an award notice hasn’t been created, go to .

Step 9

If the history is correct or correcting the claim has not produced a new award notice

  • refer the case to Technical Advice Line (TAL) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  
  • use Function MAINTAIN HOUSEHOLD NOTES to enter a note explaining that the computer is preventing the issue of Healthy Start vouchers or an Exemption Certificate

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

  • then
  • go to .

Step 10

TAL will return the case to you once it’s resolved. When you receive this notification

  • return the referral to the originator as resolved

    • If the query is regarding Healthy Start vouchers, send an email to the Healthy Start Issuing Unit (This content has been withheld because of exemptions in the Freedom of Information Act 2000) stating

    ‘This claim has just been awarded. Their details will be selected on the next extract. Customer may be eligible for Healthy Start vouchers from [insert date the customer became eligible for Healthy Start vouchers]. Please arrange to issue a backdated payment when application received. Customer’s details are as follows

    [customer’s full name (this should be the name of the customer who’s in receipt of the CTC element)]

    [customer’s full postal address]

    [qualifying children’s full names and dates of birth]’.

    • If the query is regarding an exemption certificate, send an email to the originator stating

    ‘This claim has just been awarded. Their details will be selected on the next extract. Customer is entitled to an exemption certificate from [insert date - this should be the date the customer became entitled to an exemption certificate]. Customer’s details are as follows

    [customer’s full name]

    [customer’s full postal address]

    [qualifying children’s full names and dates of birth]’.