TCM0220050 - Payment: manual payment - 1st Specified Date action
Checklist
Before you follow this guidance make sure
- you follow the guidance in TCM0138020
- 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
- you are in the correct MU. Use TCM0322460 for the correct MU number.
Background
Where a customer is receiving manual payments and has not returned their ‘Annual Declaration’ by the ‘1st Specified Date’ (1SD), you may need to stop paying their provisional ‘Current Year’ (CY) manual payments.
If following the termination of their manual payments, the customer requests that their claim is restored the Restore Team will obtain the ‘Annual Declaration’ details and then refer the case to the Manual Payments Team for the payments to be reinstated.
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
If you are dealing with a payment which is due on the ‘Manual Payments Database’, go to Step 2.
If you are dealing with a referral from the Restore Team to reinstate the payments, go to Step 9.
Step 2
Check Household Notes for one of the following messages PP13 or PP14 from TCM0168040. For how to do this, use TCM1000067.
If the message PP13 is present
- Do not stop the payments
- follow the guidance in TCM0220080.
If the message PP14 is present
- do not make any manual payments
- take no further action.
If neither note is present, go to Step 3.
Step 3
Check the status of the renewal. For how to do this, use TCM1000153.
If the status is Auto Renewed DD/MM/CCYY, go to Step 8.
If the status is not Auto Renewed DD/MM/CCYY, go to Step 4.
Step 4
Check if the ‘RLS’ signal is set. For how to do this, use TCM1000105.
If the ‘RLS’ signal is set
- do not make any manual payments
- update the Manual Payments ‘BAU Database’ or ‘UPR Spreadsheet’
- enter today’s date in the ‘Date Closed’ field
- update Household Notes with the message PP03 from TCM0168040. For how to do this, use TCM1000001
- take no further action.
If the ‘RLS’ signal is not set, go to Step 5.
Step 5
On the ‘Current Position’ screen
- check the ‘S17 Notices’ box to establish if the ‘Annual Declaration’ been issued.
If the ‘Annual Declaration’ has been issued, go to Step 6.
If the ‘Annual Declaration’ has not been issued
- do not stop the payments
- follow the guidance in TCM0220080 then return to this guidance
- pass the case with the relevant details to your TALLO for them to either escalate to TAL to identify why the ‘Annual Declaration’ has not been issued or request a progress report
- update Household Notes with the message PP15 from TCM0168040. For how to do this, use TCM1000001
- take no further action.
Step 6
On the Current Position screen
- check if the ‘Status’ is ‘Terminated at 1SD’.
If the ‘Status’ is ‘Terminated at 1SD’
- do not make any manual payments
- go to Step 7.
If the ‘Status’ is not ‘Terminated at 1SD’ or the ‘View Signals’ button is disabled, go to Step 8.
Step 7
Note: Do not make any manual payments.
Update the Manual Payments ‘BAU Database’ or ‘URP Spreadsheet’
- enter today’s date in the ‘Date Closed’ field
- update Household Notes with the message PP16 from TCM0168040. For how to do this, use TCM1000001
- take no further action.
Step 8
Note: Do not stop the payments.
Update Household Notes with the message PP13 from TCM0168040. For how to do this, use TCM1000001
then
- follow the guidance in TCM0220040.
Step 9
Manual payments should be reinstated from the date the customer was last paid up to
- on the Manual Payments ‘BAU Database’ or ‘URP Spreadsheet’, remove the date in the ‘Date Closed field’
- open the Manual payment calculation sheet (Excel 118KB)
- select the Calculation sheet tab
then
- follow the guidance in TCM0220040.