TCM0262050 - Renewals: miscellaneous (G-R): renewals - household breakdown - one reply scan
Background
We run a scan around 31 July (1SD) and this populates a Listing with cases where a joint household breakdown has occurred and one customer has returned their separate Annual Declaration prior to 1SD. This guidance should be followed for these cases only.
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
Access the NTC Listing drop down box 000001 category CR1834 Renewal H/Hend. For how to do this, use TCM1000040.
- make a note of the relevant NINO
- go to Step 2.
Step 2
Follow the guidance in TCM0262120.
Then, if you are told to return to this guidance, go to Step 3.
Step 3
If you are dealing with a new item, go to Step 4.
If at Step 5 or Step 9 you set an action date of five days before 1SD and this has expired, go to Step 9.
If at Step 5 you set an action date that matched the action date of the work list item and this has expired, go to Step 10.
If at Step 10 you set an action date that matched the action date of the work list item and this has expired, go to Step 11.
Step 4
Open a separate maintainer and check to see if there is an Unprocessed S17 work list item. For how to do this, use TCM1000409.
If there is an Unprocessed S17 work list item, go to Step 5.
If there is no Unprocessed S17 work list item, go to Step 6.
Step 5
Check household notes to see if any action has been taken on the work list item by the Renewals cluster. For how to do this, use TCM1000067.
Note: If the work item has had action taken on it and has not cleared, this should be because a letter has been issued to the customer for further information.
If action has not been taken on the work list item
- set an action date on the Listing that falls five days before the customers new 1SD. For how to do this, use TCM1000008.
- make a note that once the action date has expired, you will need to return to this guidance at Step 9.
- take no further action
If action has been taken on the work list item
Note: we have to prevent the claim from terminating until the action date for the work list item has expired.
- therefore, if necessary increase the customers 1SD to fall five days after the action date set for the work list item. For how to do this, use TCM1000039
- set an action date that matches the action date for the work list item. For how to do this, use TCM1000008
- make a note that once the action date has expired, you will need to return to this guidance at Step 10.
- take no further action
Step 6
Check to see if Previous Year (PY) has now finalised
If PY has finalised
- add the cleared action date 03/11/20XX (current year) to the Listing. For how to do this, use TCM1000008.
- take no further action
If PY has not been finalised, go to Step 7.
Step 7
Update the income details as required. For how to do this, use TCM1000016.
Note: When correcting any income details, you must follow the guidance in TCM0044060
Note: If you only have income details for one customer you will also have to amend the existing details for their former partner to an (A) for actual income. This will ensure that both sets of income are included in our calculation of entitlement.
- go to Step 8.
Step 8
From the guidance in TCM0262120 did you note that there was an Appeal marker?
If there is an ‘Appeal’ marker
- update the income details if you have not already done so. For how to do this use TCM1000016
Note: When correcting any income details, you must follow the guidance in TCM0044060
Note: If you only have income details for one customer, you will also have to amend the existing details for their former partner to an (A) for actual income. This will ensure that both sets of income are included in our calculation of entitlement.
- renew CY, up to the Household Breakdown end date, without finalising PY. For how to do this, use TCM1000018
- update household notes with the message SF53 from TCM0172040 For how to do this, use TCM1000001
- add the cleared action date 03/11/20XX to the Listing. For how to do this, use TCM1000008
- take no further action
If there is no ‘Appeal’ marker
- update the income details if you have not already done so. For how to do this use TCM1000016
Note: When correcting any income details, you must follow the guidance in TCM0044060
Note: If you only have income details for one customer, you will also have to amend the existing details for their former partner to an (A) for actual income. This will ensure that both sets of income are included in our calculation of entitlement.
- manage ‘Finalise and Renew’ the claim, up to the Household Breakdown end date. For how to do this, use TCM1000017
- update household notes to record the action you have taken. For how to do this, use TCM1000001
- add the cleared action date 03/11/20XX to the Listing. For how to do this, use TCM1000008
- take no further action
Step 9
Check household notes to see if any action has been taken on the work list item yet. For how to do this, use TCM1000067
If action has not been taken on the work list item
- extend the customers 1SD by 30 days. For how to do this, use TCM1000039
- set an action date on the Listing that falls five days before the customers new 1SD. For how to do this, use TCM1000008
- make a note that once the action date has expired, you will need to return to this step
- take no further action
If action has been taken on the work list item, go to Step 10.
Step 10
Check household notes to see if the work item has been cleared. For how to do this, use TCM1000067
If the work item has been cleared, go back to Step 6.
If the work item has not been cleared and the action date shown on the household note has expired
- update household notes with the message SF61 from TCM0172040 For how to do this, use TCM1000001
- add the cleared action date 03/11/20XX to the Listing. For how to do this, use TCM1000008
- take no further action
If the work item has not been cleared and the action date shown on the household note has not expired
Note: we have to prevent the claim from terminating until the action date for the work list item has expired.
- if necessary increase the customers 1SD to fall five days after the action date set for the work list item. For how to do this, use TCM1000039
- set an action date that matches the action date for the work list item. For how to do this, use TCM1000008
- make a note that once the action date has expired, you will need to return to this guidance at Step 11.
- take no further action
Step 11
Check to see if the customer has replied to the enquiry
If the customer has replied to the enquiry, go back to Step 7.
If the customer has not replied to the enquiry,
- update household notes with the message SF61 from TCM0172040 For how to do this, use TCM1000001
- add the cleared action date 03/11/20XX to the Listing. For how to do this, use TCM1000008
- take no further action