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HMRC internal manual

Tax Credits Manual

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 priority work list item shown with the letter ‘P’ next to them on the work list, go to Step 6.

If you are dealing with a work item on the ICT database

  • 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, then go to Step 2.

If you are dealing with physical correspondence

  • update the bank account details on the claim. For how to do this, use TCM1000061
  • update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If you are dealing with an expired BF on the ICT database, go to Step 14.

Step 2

If you are able to contact the customer and they provide new bank account details

  • update the bank account details on the claim. For how to do this, use TCM1000061
  • update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If you are unable to contact the customer or they are unable to provide new bank account details, go to Step 3.

Step 3

Consider the information held on the Child Benefit or Common Enquiry System to see whether the customer receives benefit into a bank account in their name. For how to do this, use TCM1000230 and TCM1000260.

If the customer receives benefit into a bank account in their name

  • update the bank account details on the claim. For how to do this, use TCM1000061
  • issue TC1070
  • update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If the customer does not receive benefit into a bank account in their name or the details have previously been deleted from the computer, go to Step 4.

Step 4

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 Step 5.

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

  • issue TC1070
  • update Household Notes with the message PB30 from TCM0168020. For how to do this, use TCM1000001
  • set an action date for four weeks from the date of issue.

Step 5

Check household notes.

If there is a household note stating the customer is allowed non bank payments

  • check NTC for the date and amount of the next payment due, for how to do this, use TCM1000074
  • complete the manual payment referral form from SEES
  • send the referral to the manual payment team by email (This content has been withheld because of exemptions in the Freedom of Information Act 2000) stating in the subject field BANK LIAISON non bank payment
  • update Household Notes with the message PB31 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If there is not a household note stating the customer is allowed non bank payments

  • tell the customer, where applicable, that payments will be suspended until they provide bank details
  • go to Step 10.

Step 6

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

If there is an RLS marker, go to Step 11.

If there is an appointee signal

  • obtain the appointee details from the tax credits computer. For how to do this, use TCM1000129
  • go to Step 10.

If there is a manual correspondence marker, go to Step 10.

If there is a foreign bank account marker

  • refer to the designated officer on the team for their action
  • take no further action.

If there is a deceased marker

  • 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
  • take no further action.

If there is a Welsh Language signal

  • issue 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)
  • set an action date for four weeks ahead. For how to do this, use TCM1000008
  • update Household Notes with the message PB32 from TCM0168020. For how to do this, use TCM1000001

If there is a Braille signal

  • issue 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 four weeks ahead. For how to do this, use TCM1000008
  • update Household Notes with the message PB32 from TCM0168020. For how to do this, use TCM1000001

If it is none of the above, go to Step 7.

Step 7

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

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

If it is not a complex or compliance case, go to Step 8.

Step 8

Check for payment shown as ‘Recovery only’. For how to do this, use TCM1000312.

If ‘Recovery Only’ is shown

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

If ‘Recovery Only’ is not shown, go to Step 9.

Step 9

Check for Future Entitlement Date (F.E.D) cases. For how to do this, use TCM1000067.

If the case is a F.E.D case

  • 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.

If the case is not a F.E.D case, go to Step 10.

Step 10

Check NTC to see if a letter TC1058 or TC1070 has been issued

If TC1058 or TC1070 has been issued

  • suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240
  • set an action date for four weeks from the date the TC1058 or TC1070 was issued
  • update Household Notes with the message PB22 from TCM0168020. For how to do this, use TCM1000001.

If TC1058 or TC1070 has not been issued

  • issue TC1070
  • set an action date for four weeks ahead. For how to do this, use TCM1000008
  • suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then return to this guidance
  • update Household Notes with the message PB32 from TCM0168020. For how to do this, use TCM1000001.

Step 11

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

  • update the address details. For how to do this, use TCM1000429
  • ask the customer for their bank details
  • go to Step 12.

If you are unable to contact the customer

  • set an action date for four weeks for the customer to contact us
  • check payments are suspended. For how to do this, use TCM1000368
  • go to Step 13.

Step 12

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

  • update the bank account details on the claim. For how to do this, use TCM1000061
  • update Household Notes with the message PB18 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If the customer is unable to give you their bank details, go back to Step 10.

Step 13

If payments are suspended

  • 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.

If payments are not suspended

  • suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then 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.

Step 14

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

If TC1058 or TC1070 has not been issued, go back to Step 10.

If letter TC1058 or TC1070 has been issued, go to Step 15.

If letter TC1070 has been issued as only one set of account details in a joint claim

  • 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.

If the claim has been suspended following the relevant period

  • 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
  • hold the case for 24 hours for overnight processing
  • 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 PB33 from TCM0168020. For how to do this, use TCM1000001
  • update the spreadsheet held locally
  • take no further action.

If bank details have been updated or the case is RLS and we have not received any contact from the customer

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

If it is a Future Entitlement Date (FED) case, go back to Step 10.

Step 15

Consider today’s date.

If today’s date is on or after 5 January and before 1 April

  • suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then 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.

If today’s date is not between the above dates

  • suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240 then 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.