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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Payment - work lists: Informed choice work list

Checklist

Before you follow this guidance, make sure

  • you have the correct user roles to follow this guidance. 
  • you are 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

Note: You should work the work list as a priority each day.

If you are dealing with a work list item, go to .

If you are dealing with a work item on the ICT database, go to .

If you are dealing with physical correspondence, go to .

If you are dealing with an expired BF and the claim has been ceased, go to .

Step 2

Note: Priority cases have a letter ‘P’ next to them on the work list.

Sort and filter the work list for priorities first then the action date only and establish the reason for the work list item. For how to do this, use TCM1000208 and TCM1000004.

If you are dealing with a priority case, go to .

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

Step 3

  • check the ICT database for customer details. For how to do this, use TCM1000132
  • check the reason the customer has asked for a call back. For how to do this, use TCM1000067
  • contact the customer. Follow the guidance in TCM0094080 then return to this guidance
  • update Household Notes with the message PB18, PB21, PB22 from TCM0162080. For how to do this, use TCM1000001
  • update the ICT database. For how to do this, use TCM1000133
  • take no further action.

Step 4

  • update the bank account details on the claim. For how to do this, use TCM1000061

Note: If you are using bank details from CBOL ensure you use ‘Change of Circs’ as the reason at Amend Finish so that an award notice is issued.

  • update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 5

Check if there are signals present on the case. For how to do this, use TCM1000117.

If there is an RLS marker, go to .

If there is an appointee signal, go to .

If there is a manual correspondence marker, go to .

If there is a foreign bank account marker,go to .

If there is a deceased marker, go to .

If there is a Welsh Language signal, go to .

If there is a Braille signal, go to .

If it is none of the above, go to .

Step 6

Check whether the case is a complex or compliance case. For how to do this, use TCM1000067.

If it is a complex or compliance case, go to .

If it is not a complex or compliance case, go to .

Step 7

Check reason why we have set an action date on the claim. For how to do this, use TCM1000067 and TCM1000004.

If you are dealing with an expired BF and a TC1071 has not been issued, go to .

If you are dealing with an expired BF and a letter TC1071 has been issued, go to .

If you are dealing with an expired BF and payments have been suspended, go to .

If you are dealing with an expired BF, the case is RLS and we have not received any contact from the customer, go to .

If you are dealing with an expired BF and it is a Future Entitlement Date (FED) case, go to .

If you are dealing with an expired BF and bank details have been updated, go to .

Step 8

Check if the claim is a single or joint claim. For how to do this, use TCM1000324.

If it is a single or joint claim with no bank details, go to .

If it is a joint claim and there are only one set of bank details on the claim, go to .

Step 9

  • delete item from the work list. For how to do this, use TCM1000160
  • take no further action.

Step 10

Contact the customer by telephone to confirm or update the current home address. Follow the guidance in TCM0094080 then return to this guidance.

If you are able to contact the customer, go to .

If you are unable to contact the customer, go to .

Step 11

  • update the address details. For how to do this, use TCM1000429
  • ask the customer for their bank details.

If the customer is able to give you their bank account details, go to .

If the customer is unable to give you their bank details, go to .

Step 12

  • bf the case for one month for the customer to contact us
  • check payments are suspended. For how to do this, use TCM1000368
  • go to .

Step 13

If payments are suspended, go to .

If payments are not suspended, go to .

Step 14

  • update Household Notes with the message PB23 from TCM0168020. For how to do this, use TCM1000001
  • retain the work list item. For how to do this, use TCM1000030
  • take no further action.

Step 15

  • obtain the appointee details from the tax credits computer. For how to do this, use TCM1000129

then

  • go to .

Step 16

  • refer to the designated officer on the team for their action
  • complete the stats sheet held locally
  • take no further action.

Step 17

  • transfer the work list entry to the priority 1 team. For how to do this, use TCM1000023
  • update Household Notes with the message PB24 from TCM0168020. For how to do this, use TCM1000001
  • complete the stats sheet held locally
  • take no further action.

Step 18

  • complete letter TC1070
  • send the letter to the Welsh Language Unit asking them to translate it(This content has been withheld because of exemptions in the Freedom of Information Act 2000)  (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • set an action date for two weeks ahead. For how to do this, use TCM1000008
  • update Household Notes with the message PB15 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 19

  • complete letter TC1070
  • send the letter to the Visual Impaired Media Unit asking them to translate it, (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • set an action date for two weeks ahead. For how to do this, use TCM1000008
  • update Household Notes with the message PB15 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 20

If the bank account has a sort code 070030, 609204, 570045 or 071040, go to .

If the sort code is none of the above, go to .

Step 21

  • use the bank details that are currently held for both applications
  • update Household Notes with the message PB17 from TCM0168020. For how to do this, use TCM1000001
  • delete the work list entry. For how to do this, use TCM1000160
  • take no further action.

Step 22

Note: the letter TC1070 will ask them to provide a response within four weeks.

  • issue letter TC1070
  • update Household Notes with the message PB15 from TCM0168020. For how to do this, use TCM1000001
  • set an action date for two weeks ahead. For how to do this, use TCM1000008
  • take no further action.

Step 23

  • issue letter TC1071 advising them they have two weeks to respond to the letter

Note: You must select ‘Option A’ if there are children present on the claim or ‘Option B’ if there are no children present on the claim.

  • set an action date for two weeks ahead. For how to do this, use TCM1000008
  • update Household Notes with the message PB16 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 24

Check if cash cheque payment is ‘Recovery only’. For how to do this, use TCM1000312.

If it is ‘Recovery Only’, go to .

If it is not ‘Recovery Only’, go to .

Step 25

Check if the case is a Future Entitlement Date (F.E.D) case. For how to do this, use TCM1000067.

If the case is a F.E.D case, go to .

If the case is not a F.E.D case, go to .

Step 26

  • set an action date for two weeks ahead. For how to do this, use TCM1000008
  • update Household Notes with the message PB22 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 27

Check Child Benefit Online (CBOL) to see whether child benefit payments are made into an account. For how to do this, use TCM1000230.

If child benefits are being paid into an account, go to .

If child benefits are not being paid into an account, go to .

Step 28

Check the account details on CBOL.

If the CBOL record is ‘Renewal Inhibited’ or has third party account details, go to .

If the CBOL record shows bank account details that have previously been deleted from the computer, go to .

If the account on CBOL is a Credit Union account, go to .

If none of the above apply, go to .

Step 29

Consider today’s date.

If today’s date is on or after 5 January and before 5 April, go to .

If today’s date is not between the above dates, go to .

Step 30

  • suspend payments using reason ‘No bank details’. Follow the guidance in TCM0212240then return to this guidance
  • set an action date for three months ahead. For how to do this, use TCM1000008
  • retain the work list item. For how to do this, use TCM1000030
  • update Household Notes with the message PB19 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 31

  • suspend payments using reason ‘No bank details’. Follow the guidance in TCM0212240then return to this guidance
  • set an action date for 1 April of the year you are working the case. For how to do this, use TCM1000008
  • retain the work list item. For how to do this, use TCM1000030
  • update Household Notes with the message PB19 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

Step 32

  • cease the award. For how to do this, use TCM1000222
  • set the manual correspondence marker to prevent the award notice from being issued. For how to do this, use TCM1000063
  • print off the summary screen
  • bf the case for 24 hours for overnight processing
  • take no further action.

Step 33

  • print an updated version of the summary screen. For how to do this, use TCM1000479
  • issue a manual TC607 from SEES
  • update Household Notes with the message PB20 from TCM0168020. For how to do this, use TCM1000001
  • update the spreadsheet held locally
  • send an email to the designated officer in the Organised Attack Team providing the customer’s surname and NINO
  • take no further action.