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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Renewals - miscellaneous (A-F): Renewals - clerical cases - handling (AG)

To deal with a clerical case during the renewal period, consider steps 1 to 14.

Step 1

If you are

  • issuing a Clerical S17 notice, go to .
  • dealing with a returned Clerical S17 notice, go to .

Step 2

Use Function VIEW S17 DETAILS

  • on the Key Entry Data screen
  • select the Period checkbox
  • enter the dates in the Period fields (to identify the relevant household and tax credit period)
  • select [OK]
  • then, if you are taken to the select Individual screen
  • select the customer you want
  • select [OK]. You will be taken to the Select Household screen
  • go to .

Step 3

On the

  • Select Household screen, select [OK]. You will be taken to the Select S17 Period screen
  • Select S17 Period screen, select [OK]. You will be taken to the Current Position screen
  • Current Position screen

    • note the number of S17 notices issued to the customer in the S17 Notices field
    • note the status of the award in the Declaration field

then

  • use Function VIEW HOUSEHOLD NOTES to check for the following message

‘20XX/20XX Award finalised ‘off system’ on information held, [some other information may be recorded here]. Claim will still show as Unfinalised on system’

Note: This message could be prefixed with a number of different four-character codes - for example, SX01.

then, if the message is recorded

  • make a note that the status of the claim is finalised - off system

Note: If the message is recorded that the claim has been finalised - off system, the claim will still show as Unfinalised on the Current Position screen in Function VIEW S17 DETAILS.

use Function VIEW S17 DETAILS and go to the Current Position screen to check if [View Signals] is enabled

  • If [View Signals] is not enabled, no signals have been set, go to .
  • If [View Signals] is enabled, you will be taken to the View S17 Current Signals screen.
  • Note: Follow the relevant action depending on which signal has been set (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

Step 4

Complete the relevant manual S17 notice. For how to do this, use TCM1000538.

Note: When a household has ended, the names on the notice must be the historical names that were used at the date of the breakdown.

  • you should repeat this action to issue more than one notice because there are different households, in the tax year
  • go to .

Step 5

Use Function MANAGE FINALISATION and go to the Notice Details screen

  • complete the Manual S17 fields at the bottom of the screen

Note: Do not complete the Manual Issue Date field in the S17 Notice field in the centre of this screen. This is used for Manual Correspondence only.

  • where it is a two customer household
  • select both boxes in the left hand field to indicate that the S17 notice refers to both Customer 1 and Customer 2

Note: If two notices are required for a ceased household, select both the Applicant 1 box on the left-hand side and the Applicant 2 box on the right-hand side of the field.

complete the Issue Date field

Note: If you are issuing two notices to a ceased household, complete the Issue Date field on both sides of the screen.

  • this will automatically set the specified dates
  • you should repeat this action to issue more than one notice because there are different households, in the tax year
  • go to .

Step 6

Issue the relevant manual S17 notice to the customers

  • set an Action Date of the later of 31 July or a date 35 days from now
  • take no further action.

Step 7

Use Function CAPTURE RENEWAL DECLARATION to capture the information.

  • If you can access Function CAPTURE RENEWAL DECLARATION
  • follow the guidance in TCM0254040
  • then
  • go to .

If you cannot access Function CAPTURE RENEWAL DECLARATION

check that the reply received is complete. A reply is complete if the income details are given and details of a change of circumstances is noted (if applicable). If the reply is

complete, go to .

incomplete, follow the guidance in TCM0272000

then

when the information is received, go to .

or

if the information has not been received by the 1st Specified Date (1SD), go to .

Step 8

Use Function ‘AMEND APPLICATION and select the Correction option and record the details of Previous Year (PY) income and any change of circumstances.

Check whether one of the following signals are applied to this household

  • Unprocessed change of circumstances
  • Applicant 1 Address RLS / DLO
  • Applicant 2 Address RLS / DLO
  • Applicant 1 Deceased
  • Applicant 2 Deceased
  • Payment suspended
  • Manual correspondence
  • Application Under Enquiry
  • Award under Appeal
  • Prosecution
  • Appointee Address RLS / DLO
  • Complex
  • Verification Failure Inhibition

If a signal is identified, follow the relevant process in the manual to resolve it - for example, if the RLS signal is set, complete form TC648 to pass the case to the relevant area. You must note on the form TC648 ‘ready for finalisation’ before sending it to the relevant area with any correspondence.

If a signal is not present, go to .

Step 9

If you are

  • finalising the previous year (PY) because there is not any current year (CY) entitlement due, go to .
  • renewing the CY, go to .
  • finalising and terminating, go to .

Step 10

Use Function MANAGE FINALISATION and go to the Process screen and either

  • select the area in which you work from the drop down list in the Action Authority field

or

  • select one of the following reasons from the drop down list in the Finalise field

    • ‘Full Reply’
    • ‘No Reply’
    • ‘Incomplete Annual Declaration’
    • ‘No Change of Circumstances’

then

  • select [Finalise] and go to .

Step 11

Use Function MANAGE FINALISATION and go to the Process Dialogue screen

  • select the area in which you work from the drop down list in the Action Authority field
  • select one of the following reasons from the drop down list in the Finalise and Renew field

    • ‘Full Reply’
    • ‘As Agreed’

then

  • select [Finalise and Renew] and go to .

Step 12

Use Function MANAGE FINALISATION and go to the Process screen

  • select the area in which you work from the drop down list in the Action Authority field
  • select one of the following reasons from the drop down list in the Terminate field

    • ‘No Signature’
    • ‘No Reply’
    • ‘No Change of Circumstances’
    • ‘RLS at 1SD’
  • select [Terminate]
  • in Function MANAGE FINALISATION go back to the Process Dialogue screen
  • select one of the following reasons from the drop down list in the Finalisation field

    • ‘Full Reply’
    • ‘No Reply’
    • ‘Incomplete Annual Declaration’
    • ‘No Change of Circumstances’
  • select [Finalise].

Step 13

Send the notice to remote storage. Follow the guidance in TCM0074140 

then

  • go to .

Step 14

Use Function MAINTAIN HOUSEHOLD NOTES, select the ‘Renewals’ category and note your action.

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