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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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Renewals: miscellaneous (G-R): renewals - restore terminated renewal

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0262120
  • you have the correct user roles to follow this guidance
  • you are in the correct MU. Use TCM0322460 for the correct MU number.

Background

Terminated renewals are cases where

  • a reply to the Annual Declaration has not been received by the 1st Specified Date (1SD) or a reply to an enquiry about the Annual Declaration - for example, an Incomplete work item - has not been received by the 1SD or within 60 days of the request for the incomplete information

and

  • the Current Year (CY) award is ‘Renewals Terminated’.

Note: From July 2009, cases will not be finalised on the information already held on the computer when CY is terminated. The finalising of Previous Year (PY) will be delayed for approximately two months. Where customers make a late declaration, we can apply their actual income to PY without re-finalising PY.

This process must be followed to restore a Terminated Renewal when you receive a reply after the 1SD.

You must consider whether to restore a Terminated Renewal when a customer submits a late reply, following the termination of their award.

If you are considering restoring a Terminated Renewal, when a reply has been received more than 60 days after a Statement of Account has been issued following termination of a claim

  • you must consider good cause by following the guidance in TCM0136160
  • you must consider whether re-instatement of the CY award is appropriate

A terminated CY award can be restored if all the following criteria are met

  • the Annual Declaration has been served
  • the CY award was previously terminated by
    • the 1SD processing
    • or
    • an operator requesting a managed termination, in Function MANAGE FINALISATION
  • there was eligibility at the start of the CY
  • the reason for termination was not due to the award being ‘Compliance Terminated’
  • the customer
    • supplied an actual income for either their PY
    • or
    • was on benefits for the whole of the PY award period to the current date.

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

If you are dealing with a claim that was renewals terminated in CY, go to Step 2.

If you are dealing with a claim that was renewals terminated in PY or earlier, follow the guidance in TCM0136160.

If you are dealing with a claim that was renewals terminated in PY or earlier and we have already established good cause or accepted restore, follow the guidance in TCM0262230.

Step 2

Check if the claim has already been restored. For how to do this, use TCM1000466 and TCM1000067.

If the claim has been restored, follow the guidance in TCM0256120.

If the claim has not been restored, go to Step 3.

Step 3

If you are dealing with an expired action date, go to Step 16.

If you are dealing with a re-issued S17 expired BF, go to Step 4.

If you are dealing with a written reply to an enquiry that was sent as a result of trying to obtain all the Annual Declaration details, go to Step 8.

If you are dealing with a Work Area Mailbox (WAM) referral, go to Step 4.

If you are dealing with a returned Annual Declaration, go to Step 4.

If you are dealing with any other type of restore request, go to Step 4.

If you were referred to this guidance from TCM0136160 and good cause was met, go to Step 8.

If you were referred to this guidance from TCM0136160 and good cause was not met, go to Step 24.

Step 4

Check if the PY Annual Declaration was served. For how to do this, use TCM1000104.

Note: If you noted in TCM0262120 that the household has ended because of a household breakdown and the claim is a joint claim, follow the guidance in TCM0262060.

Note: We must issue the S17 as many times as requested by the customer(s).

If the Annual Declaration was served, go to Step 5.

If the Annual Declaration was not served or the customer has not had sight of the S17

  • issue and process the PY Annual declaration. Follow the guidance in TCM0256080

Note: Do not capture the Annual Declaration on the system, return to this guidance to capture the information.

  • return to this guidance when you have all the Annual Declaration information
  • go to Step 7.

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Step 5

Consider date of request. For how to do this, use TCM1000002

then, look for the first award type of ‘SOA’ (statement of account) to be issued after 1SD in CY. For how to do this, use TCM1000042.

Note: This is when the CY provisional payments were stopped as a result of renewals processing.

Note: If there is not an issue date shown on this SOA, look for the first SOA showing as issued since 1SD for CY.

Note: If there is no issue date shown for any SOAs, treat this as if an SOA has not been issued.

Note: If the late reply is received after the claim is terminated but before SOA is issued, continue with the restore action.

If the request for restore was received within 60 days of the date of issue of the SOA, go to Step 7.

If the request for restore was not received within 60 days of the date of issue of the SOA, go to Step 6.

If an SOA has not been issued, go to Step 7.

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Step 6

Follow the guidance in TCM0136160 to establish if good cause is met

 then

  • return to this step.

If you establish that good cause is met, go to Step 7.

If you establish that good cause is not met, go to Step 24.

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Step 7

Check if all the Annual Declaration details have been provided or on any returned correspondence, WAM referral, household note or recorded on the tax credits computer and make a note of the details. For how to do this, use TCM1000011 and TCM1000067

Note: If the declaration details button on the current position screen is not available, the Annual Declaration for the PY claim has not been received by Rapid Data Capture (RDC).

Note: If the View PY-1 Details button on the Declaration Details screen is enabled, you must check both the PY and PY-1 details.

Did the customer or partner receive

  • any non-taxable benefits? Such as
    • Income Support (IS)
    • income-based Jobseeker’s Allowance (JSA)
    • income-related Employment and Support Allowance (ESA)
    • Pension Credit (PC)
  • any income? Such as
    • taxable Social Security benefits. For a list of social security income that is included or disregarded for tax credits purposes, follow the guidance in TCM0120040
    • earnings as an employee (from all jobs). For more information, follow the guidance in TCM0118100
    • company benefits such as car and fuel, vouchers and payments in kind (from all jobs). For more information, follow the guidance in TCM0118100
    • income from self-employment. For more information follow the guidance in TCM0118180
    • any other income. For further information on how to calculate other income, follow the guidance in TCM0116020

then

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Step 8

Check the National Insurance and Pay As You Earn service (NPS)

Note: To check employment income always use the P14 summary screen, where there is live employment on P14 but no income, check the Real Time Information screen (RTI) for any income details.

If NPS shows an income figure

  • make a note of the income figure(s) shown
  • go to Step 9.

If NPS does not show any figures

  • make a note that NPS did not show any income figure
  • go to Step 9.

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Step 9

Compare the renewals details provided on the Annual Declaration with the details for the same tax year held on the computer and clarify that the details provided are compatible. For more information, follow the guidance in TCM0272200. For how to do this, use TCM1000005.

Note: If the status of the income is ‘S’ or ‘I’, the Amount field will not be enabled. Changing the status to ‘A’ will enable the Amount field.

If all the information has been provided and the Annual Declaration details are the same as the information held on the computer and the figure is the same as the amount obtained from NPS, go to Step 18.

If all the information has been provided and the only difference in the details is that the income amount differs and the income type has remained the same but the figure on the Annual Declaration is within £500 of the amount obtained from NPS, go to Step 18.

If all the information has been provided and the only difference in the details is that the income amount differs and the income type has remained the same but the figure on the Annual Declaration is more than the amount obtained from NPS, go to Step 18.

If all the information has been provided and the details are the same, but the income figure obtained from NPS is higher than what the customer has provided to us on their Annual Declaration and by more than £500, go to Step 10.

If all the information has been provided but the information in the Annual Declaration conflicts with the information shown on the computer

  • follow the guidance in TCM0272200
    • then, when you have established the incompatibility
  • go to Step 11.

If the information has not been provided because the Annual Declaration/WAM referral is blank, go to Step 12.

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Step 10

Contact the customer to establish why the income figures they have provided are different to the figures we have obtained from NPS. Make one attempt at contact. Use TCM0322175 to see some of the deductions from income that we can allow.

If all the information has been provided and the Annual Declaration details are the same as the information held on the computer and you are satisfied with the customer’s explanation about why it is different to NPS, go to Step 18.

If all the information has been provided and the only difference in the details provided is that the income amount differs but the income type has remained the same and you are satisfied with the customers explanation about why it is different to NPS, go to Step 18.

If all the information has been provided, but the income figure obtained from NPS is higher than what the customer has provided to us, the difference is more than £500 and you are not satisfied with the customer’s explanation

  • explain to the customer that we will be using the income that we have obtained from their employers via NPS
  • go to Step 18.

If you are unable to contact the customer

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Step 11

If you have resolved the incompatibility and can continue your action, go back to Step 9.

If you have noted you need to issue a TCC50 or TC664

  • set a 30 day BF
  • to prevent the tax credit computer from finalising PY on the information held, before we have had a reply from the customer the Inhibit Finalisation marker must now be set. For how to do this, use TCM1000173
  • update household notes with the action you have taken. For how to do this, use TCM1000001.

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Step 12

Contact the customer to obtain the missing information. Follow the guidance in TCM0094080.

Note: where the customer provides an income amount, and that figure is less than what you noted at Step 8, then you will need to ask the customer if they can explain why the figures are different. However, if that figure is within £500 of the NPS amount, then you can accept what the customer provided.

If you were able to contact the customer by phone and have been able to obtain all the missing information, go back to Step 9.

If, whilst talking to the customer, they inform you that they do not have any income and they were not in receipt of benefits for the whole of the period and there is no figure on NPS

Note: Use the information shown in Step 7 to establish what types of income are taken into account for tax credit purposes.

Note: Nil income and earnings is normally only acceptable for self-employment - for example, if their business ran at a loss. However, nil income may also apply to a customer whose only income is disregarded for the purpose of tax credits, such as maintenance.

  • tell the customer that
    • we will need to action their claim by showing that they received £1.00 other income during PY
    • this is an administrative action only and will not affect their entitlement
  • update Household Notes with the message SA52 from TCM0172020. For how to do this, use TCM1000001
  • go back to Step 18.

If, whilst talking to the customer, they inform you that they do not have any income and they were not in receipt of benefits for the whole of the period and there is a figure on NPS, go back to Step 9.

If you were able to contact the customer but all the information was not obtained

  • tell the customer to phone the Tax Credits Helpline within the next 30 days with all the missing information
  • update Household Notes with the message SA51 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 13.

If you were not able to contact the customer

  • update Household Notes with the message SA53 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 14.

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Step 13

If you are working worklist item

  • set an action date on the unprocessed S17 Work list for 30 days in the future. For how to do this, use TCM1000008

Note: Make sure the retained checkbox is selected when setting the action date.

If you are working an item of correspondence

  • set a clerical BF date for 30 days in the future
  • go to Step 14.

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Step 14

Check the status of the claim. For how to do this, use TCM1000153.

Note: If the status is ‘Finalised in Error’, the case is classed as finalised.

If PY is finalised

  • take no further action.

If PY is not finalised

  • to prevent the tax credit computer from finalising PY on the information held, before we have had a reply from the customer the Inhibit Finalisation marker must now be set. For how to do this, use TCM1000173
  • update Household Notes with the message SA61 from TCM0172020. For how to do this, use TCM1000001
  • take no further action.

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Step 15

Check if the missing information is recorded on Household Notes. For how to do this, use TCM1000067.

If the missing information is recorded on Household Notes, go back to Step 8.

If the missing information is not recorded on Household Notes, go to Step 16.

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Step 16

Check to see if the PY claim is finalised. For how to do this, use TCM1000011.

Note: If the status of the PY claim is ‘Finalised in Error’, the case is classed as finalised.

If PY is not finalised, go to Step 17.

If PY is finalised

  • update Household Notes with the message SA62 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 25.

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Step 17

Check if you have noted an Appeal marker is present.

If an Appeal marker is present

  • do not finalise the PY claim

Note: When the Appeal has been resolved, the Appeals team will finalise the claim.

  • update Household Notes with the message SA59 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 25.

If an Appeal marker is not present

  • remove the Inhibit signal. For how to do this, use TCM1000173
  • amend the income amount with the figure you obtained from NPS and noted at Step 8, if the figure was more than what we have already got recorded on NTC, and change the income status to ‘A’. For how to do this, use TCM1000213
  • issue a TC1221

Note: If the figure that you have obtained from NPS is less than what we already hold for the customer, then leave the figure as it is and amend the income status to ‘A’.

  • complete the amend finish screen. For how to do this, use TCM1000032
  • manage finalise the claim, selecting finalise only. For how to do this, use TCM1000017
  • update Household Notes with the message SA55 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 25.

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Step 18

Check if the PY claim is finalised. For how to do this, use TCM1000011.

If PY is finalised

  • to determine if you can apply the change, follow the guidance in TCM0042260
  • go to Step 19.

If PY is not finalised, go to Step 20.

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Step 19

If you cannot make the change to PY and you can only apply CY changes, go to Step 21.

If you can make the change to PY

  • apply the change. For how to do this, use TCM1000458

Note: You must delete any PY information from the computer that is not shown on the Annual Declaration. This will ensure that only the income details declared by the customer on their Annual Declaration are held on the computer and therefore the award is correctly finalised. If PY-1 details were requested on the Annual Declaration, repeat this for the PY-1 details.

  • enter the correct PY income into the relevant fields, ensuring you select ‘A’ for the entry

Note: If you have obtained an income figure from NPS and that figure is greater than the figure the customer declared by more than £500, you will need to use the NPS figure

Note: If you have not been able to contact the customer and we are using the NPS income figure, then you will need to issue a TC1221.

or if they do not have any income or benefits

  • enter £1.00 in the PY Other Income field, ensuring you select ‘A’ for the entry

Note: If the status of the income is ‘S’, the Amount field will not be enabled. Changing the status to ‘A’ will enable the Amount field.

  • then, complete the amend finish screen. For how to do this, use TCM1000032.

Note: If you were told to set the manual correspondence marker in TCM0042260, update Household Notes with the message SA56 from TCM0172020. For how to do this, use TCM1000001.

If benefit details need to be amended

  • follow the guidance in TCM0048100
  • update Household Notes with the message SA57 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 22.

If the customer has reported a change of circumstances

  • follow the relevant Changes guidance
  • go to Step 22.

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Step 20

As the award status is not finalised, apply the changes as required. For how to do this, use TCM1000458

If the income that is shown in Correction or declared by the customer, is greater than the figure you have obtained from NPS

  • update the income figure that the customer has declared
  • select ‘A’ against the income field
  • complete the amend finish screen. For how to do this, use TCM1000232
  • go to Step 22.

If the income figure that is shown in Correction or declared by the customer, is equal to or less than the figure you have obtained from NPS

Note: if the income figure is within £500 of the NPS figure then you can accept what the customer has declared

  • update the income figure with the amount that you have obtained from NPS unless what is shown is within £500
  • select ‘A’ against the income field
  • complete the amend finish screen. For how to do this, use TCM1000232
  • issue letter TC1221 to the customer

Note: You only need to issue the TC1221 letter if you have used the figure obtained from NPS and you have not been able to speak with the customer.

If the customer has declared Nil income and earnings and you accept this figure

  • enter £1.00 in the PY Other Income field
  • select ‘A’ against the income field
  • complete the amend finish screen. For how to do this, use TCM1000232
  • go to Step 22.

Note: You must delete any PY information from the computer that is not shown on the Annual Declaration. This will ensure that only the income details declared by the customer on their Annual Declaration are held on the computer and therefore the award is finalised correctly. If PY-1 details were requested on the Annual Declaration, repeat this for the PY-1 details.

If benefit details need to be amended

  • follow the guidance in TCM0048100
  • update Household Notes with the message SA57 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 22.

If the customer has reported a change of circumstances

  • follow the relevant Changes guidance
  • go to Step 22.

If the income matches and no changes are required

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Step 21

If you can apply the PY change to the CY award

  • apply the change. For how to do this, use TCM1000458
  • enter the correct PY income into the relevant CY field for self-employed profits, earnings, benefits in kind or other income, ensuring you select ‘E’ for the entry

Note: If the status of the income is ‘S’, the Amount field won’t be enabled. Changing the status to ‘E’ will enable the Amount field.

  • complete the amend finish screen. For how to do this, use TCM1000032
  • go to Step 22.

If benefit details need to be amended

  • follow the guidance in TCM0048100
  • go to Step 22.

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Step 22

Check if there is a Class 16 remission on the tax year you intend to apply changes to. For how to do this use TCM1000027.

Note: A Class 16 remission is applied by Debt Management and Banking (DMB) when a customer has been selected to have their tax credits overpayment recovered by reducing their tax code, this is known as coding out.

If there is no Class 16 remission

Restore the claim. For how to do this, use TCM1000460.

If the warning message ‘UC interest detected. Restore will not be performed. Do you want to create a Dual Provision work list entry?’ displays

  • select ‘Yes’
  • email B&C Model Office providing all the information you hold regarding the restore
  • send the email to ‘Stopping Tax Credit, HMRC (B&C)’
  • update Household Notes with message TD15 from TCM0174020. For how to do this use, TCM1000001.
  • take no further action.

Note: Because the system has detected that the customer has made a clam to Universal Credit, the restore will not be actioned and the case will be placed on the Dual Provision worklist for Model Office to work. This enables them to create a stop notice prior to actioning the restore, which ensures that we do not pay Tax Credits and Universal Credit at the same time.

If the warning message ‘Claimant has a current award for this tax period’ displays, go to Step 23.

If the warning message ‘Claimant has a current award for this tax period’ does not display, then if the message ‘Second specified date has passed, do you wish to continue?’ displays

  • select ‘Yes’
  • update Household Notes with the message SA58 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25.

If no warning message displays, go to Step 25.

If there is a Class 16 remission

  • complete the ‘coding out’ stencil tax credits coding out referral
  • send the by e-mail to Liverpool DTO, Tax Credits (DMB ) to DL-Coding Out Stencils

Note: Provide as much information as possible in section B of the stencil. Explain clearly why you are making the referral and avoid using terminology which DMB staff may not understand.

  • update Household Notes with the message OC01 from TCM0166020. For how to do this, use TCM1000001.
  • BF the claim for 48 hours
  • return to this step after 48 hours

Check if there is still a Class 16 remission on the tax year you intend to apply changes to. For how to do this, use TCM1000027.

If the Class 16 remission has been cancelled

  • update Household Note OC01 to show cancellation has been actioned

Note: The household account should have now converted the ‘adjustment’ back into an ‘outstanding overpayment’ of the same amount.

  • restore the claim. For how to do this, use TCM1000460.

If the warning message ‘UC interest detected. Restore will not be performed. Do you want to create a Dual Provision work list entry?’ displays

  • select ‘Yes’
  • email B&C Model Office  providing all the information you hold regarding the restore
  • send the email to ‘Stopping Tax Credit, HMRC (B&C)’
  • update Household Notes with message TD15 from TCM0174020. For how to do this use, TCM1000001.
  • take no further action.

Note: Because the system has detected that the customer has made a claim to Universal Credit, the restore will not be actioned and the case will be placed on the Dual Provision worklist for Model Office to work. This enables them to create a stop notice prior to actioning the restore, which ensures that we do not pay Tax Credits and Universal Credit at the same time.

If the warning message ‘Claimant has a current award for this tax period’ displays, go to Step 23.

If the warning message ‘Claimant has a current award for this tax period’ does not display, then if the message ‘Second specified date has passed, do you wish to continue?’ displays

  • select ‘Yes’
  • update Household Notes with the message SA58 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25.

If no warning message displays, go to Step 25.

If the Class 16 remission has not been cancelled

  • telephone the DMB Hunt Group (This content has been withheld because of exemptions in the Freedom of Information Act 2000) requesting removal of the Class 16 remission marker.
  • update Household Note OC01 to show cancellation has been actioned

Note: The household account should have now converted the ‘adjustment’ back into an ‘outstanding overpayment’ of the same amount.

  • restore the claim. For how to do this, use TCM1000460.

If the warning message ‘UC interest detected. Restore will not be performed. Do you want to create a Dual Provision work list entry?’ displays

  • select ‘Yes’
  • email B&C Model Office  providing all the information you hold regarding the restore
  • send the email to ‘Stopping Tax Credit, HMRC (B&C)’
  • update Household Notes with message TD15 from TCM0174020. For how to do this use, TCM1000001.
  • take no further action.

Note: Because the system has detected that the customer has made a claim to Universal Credit, the restore will not be actioned and the case will be placed on the Dual Provision worklist for Model Office to work. This enables them to create a stop notice prior to actioning the restore, which ensures that we do not pay Tax Credits and Universal Credit at the same time.

If the warning message ‘Claimant has a current award for this tax period’ displays, go to Step 23.

If the warning message ‘Claimant has a current award for this tax period’ does not display, then if the message ‘Second specified date has passed, do you wish to continue?’ displays

  • select ‘Yes’
  • update Household Notes with the message SA58 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25.

If no warning message displays, go to Step 25.

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Step 23

Make a note of the start date of the overlapping award. For how to do this, use TCM1000459.

Check if there is a Class 16 remission on the tax year you intend to apply changes to. For how to do this use TCM1000027.

Note: A Class 16 remission is applied by Debt Management and Banking (DMB) when a customer has been selected to have their tax credits overpayment recovered by reducing their tax code, this is known as coding out.

If there is no Class 16 remission

  • restore the claim. For how to do this, use TCM1000460.

Note: When you select [Restore CY], a check is carried out by the computer to determine whether there are any overlapping current or ceased awards for any period from 6 April to today in which any adult in the claim being renewed is included. You must put the date in the ‘Household End’ field as the day before the new claim became effective.

  • update Household Notes with the message SA58 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25..

If there is a Class 16 remission

  • complete the ‘coding out’ stencil tax credits coding out referral
  • send the stencil by e-mail to Liverpool DTO, Tax Credits (DMB ) to DL-Coding Out Stencils

Note: Provide as much information as possible in section B of the stencil. Explain clearly why you are making the referral and avoid using terminology which DMB staff may not understand.

  • update Household Notes with the message OC01 from TCM0166020. For how to do this, use TCM1000001.
  • BF the claim for 48 hours
  • return to this step after 48 hours

Check if there is still a Class 16 remission on the tax year you intend to apply changes to. For how to do this, use TCM1000027.

If the Class 16 remission has been cancelled

  • update Household Note OC01 to show cancellation has been actioned

Note: The household account should have now converted the ‘adjustment’ back into an ‘outstanding overpayment’ of the same amount.

  • restore the claim. For how to do this, use TCM1000460.

Note: When you select [Restore CY], a check is carried out by the computer to determine whether there are any overlapping current or ceased awards for any period from 6 April to today in which any adult in the claim being renewed is included. You must put the date in the ‘Household End’ field as the day before the new claim became effective.

  • update Household Notes with the message SA58 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25.

If the Class 16 remission has not been cancelled

  • telephone the DMB Hunt Group (This content has been withheld because of exemptions in the Freedom of Information Act 2000) requesting removal of the Class 16 remission marker.
  • update Household Note OC01 to show cancellation has been actioned

Note: The household account should have now converted the ‘adjustment’ back into an ‘outstanding overpayment’ of the same amount.

  • restore the claim. For how to do this, use TCM1000460.

Note: When you select [Restore CY], a check is carried out by the computer to determine whether there are any overlapping current or ceased awards for any period from 6 April to today in which any adult in the claim being renewed is included. You must put the date in the ‘Household End’ field as the day before the new claim became effective.

  • update Household Notes with the message SA58 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25.

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Step 24

Where good cause is not met, you must consider if there are any changes reported on the Annual Declaration that affect PY. If there are any changes, you must follow the guidance in TCM0042260.

then

  • update Household Notes with the message SA59 from TCM0172020. For how to do this, use TCM1000001.
  • go to Step 25.

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Step 25

If the renewal information is complete and there is ongoing entitlement

  • capture a new claim. Follow the guidance in TCM0256040
  • take no further action.

If the renewal information is complete but there is no ongoing entitlement, go to Step 26.

If the renewal information is not complete, go to Step 26.

Step 26

If the message ‘Man pyts stopped as a result of 1SD renewals processing’ is shown and you have restored the claim

  • complete form TC648 with the details of the cases for the attention of the Manual Payments Team, stating the customer is eligible for restore and the customer was previously on manual payments
  • send the form TC648 to the Manual Payments Team
  • take no further action.

If you are dealing with an item of correspondence

  • send the correspondence to storage. Follow the guidance in TCM0074140
  • take no further action.

If you are dealing with a work list item and you have further action to take, return to the guidance you were previously using in order to continue your action with that work.

If any other circumstances apply

  • take no further action.

If you have confirmed that good cause is not met

  • follow the guidance in TCM0256040.