Renewals: miscellaneous (G-R): renewals - late correspondence - processing
This guidance must be used to establish which guidance to follow when dealing with renewals late correspondence. This is correspondence where the award has been finalised or finalised and terminated at the 1st Specified Date (1SD) because the customer did not provide a complete and signed reply to the Annual Declaration.
The correspondence will be received after the 1SD and can be any of the following
- the customer has stated their payments have stopped
- the customer has stated they are now providing the information TCO asked for
- the customer has provided details of their Annual Declaration - for example, their income details for the Previous Year (PY)
- any miscellaneous correspondence.
The correspondence will have already been identified and sifted before being sent to you.
You must establish if the claim is on the Unprocessed S17 work list, and
- If the claim is on the Unprocessed S17 work list, you must check if the work item can be processed and, where appropriate, restore the claim.
- If the claim is not on the Unprocessed S17 work list, you must check if the claim can be restored.
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.
Check for an ‘Unprocessed S17 Work List’ item. For how to do this, use TCM1000123.
If an ‘Unprocessed S17 Work List’ item does display, go to Step 2.
If an ‘Unprocessed S17 Work List’ item does not display, go to Step 3.
Use Function ‘Maintain Worklist’ to find the reason why the work item is on the Unprocessed S17 work list. For how to do this, use TCM1000004.
- follow the relevant guidance for the reason why the work item is on the Unprocessed S17 work list
Note: For more information about which guidance to follow, follow the guidance in TCM0272480.
- take no further action.
Use Function ‘View Household Notes’ to check for the following message. For how to do this, use TCM1000067.
‘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.
If the message is recorded, the status of the claim is finalised - off system, go to Step 4.
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.
If the message is not recorded, go to Step 4.
Use Function ‘View S17 Details’ and go to the Current Position screen to check the status of the renewal. For how to do this, use TCM1000153.
Note: The status field is found on the left-hand side of the screen about half way down. It is not the Status column shown in the Declarations box.
Is the status any of the following?
‘20XX-20XX Terminated At 1SD’
‘Finalised Actual DD/MM/YYYY - System’
‘Finalised Estimated DD/MM/YYYY - System’
‘Finalised - Off System’
If the status is one of the above, follow the guidance in TCM0262260. Take no further action.
If the status is not one of the above, the correspondence is not renewals late correspondence. Go to Step 5.
As the correspondence is not renewals late correspondence