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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Payment - work lists: Applicant Failed Payments work list - recalls

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’re in the correct MU. Use TCM0322460 for the correct MU number.

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 it is a Compliance or Complex case

  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160
  • update Household Notes with the message PA35 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If it isn’t a Compliance or Complex case, go to .

Step 2

Check the ‘Applicant Failed Payments’ work list for the reason why the payment failed. For how to do this, use TCM1000321.

If the entry isn’t for a recalled payment

  • transfer the work list item to MU249916. For how to do this, use TCM1000023
  • update Household Notes with the message PA36 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If the entry is for a recalled payment, go to .

If the entry is for an expired BF to the TC609 reminder, go to .

Step 3

Check if the customer has responded to the opening letter ‘TC861’.

If the customer has responded to the TC861, go to .

If the customer hasn’t responded to the TC861, go to .

If a TC861 hasn’t been issued to the customer, go to .

Step 4

Check if the income has been updated. For how to do this, use TCM1000060.

If the income has been updated

  • lift the suspension if this is set. For how to do this, use TCM1000327 
  • reissue the payment. For how to do this, use TCM0212060
  • update Household Notes with the message PA22 from TCM0168020. For how to do this, use TCM1000001 
  • delete the ‘Applicant Failed Payment’ work list item. For how to do this, use TCM1000160
  • take no further action.

If the income hasn’t been updated

  • view Household Notes. For how to do this, use TCM1000067 
  • use the income figure in Household Notes
  • update the income details. For how to do this for PY and PY-1 income, use TCM1000016. For how to do this for CY income, use TCM1000201 
  • take no further action.

Step 5

Issue a TC609 reminder

  • update Household Notes with the message PA23 from TCM0168020. For how to do this, use TCM1000001
  • set an action date on the work list entry. For how to do this, use TCM1000008.

Step 6

If the customer hasn’t responded to the TC609, go to .

If the customer has responded to the TC609

  • check the updates made
  • lift the suspension if this is set. For how to do this, use TCM1000327 
  • reissue the payment. For how to do this, use TCM0212060
  • update Household Notes with the message PA26 from TCM0168020. For how to do this, use TCM1000001 
  • delete the ‘Applicant Failed Payment’ work list item. For how to do this, use TCM1000160
  • take no further action.

Step 7

  • Check whether the payment was recalled due to income. For how to do this, use TCM1000060.

If the payment was recalled due to income

  • enter an income figure of £99,999.00 to reduce the award to nil
  • lift the suspension if this is set. For how to do this, use TCM1000327 
  • update Household Notes with the message PA24 from TCM0168020. For how to do this, use TCM1000001 
  • delete the ‘Applicant Failed Payment’ work list item. For how to do this, use TCM1000160
  • take no further action.

If the payment wasn’t recalled due to income

  • refer the case to your TALLO
  • update Household Notes with the message PA25 from TCM0168020. For how to do this, use TCM1000001 
  • delete the ‘Applicant Failed Payment’ work list item. For how to do this, use TCM1000160
  • take no further action.