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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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Renewals - work lists (Unfinalised): Unfinalised S17 work list - Awaiting change of circumstances

Version 1.0

Changes to previous version - amended guidance. Replaces ‘Unfinalised S17 Work List: Awaiting Change Of Circumstances (Info)’ and ‘Unfinalised S17 Work List: Awaiting Change Of Circumstances - Band AA Action (AG)’.

Checklist

Before you follow this guidance, make sure

  • you’ve the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
  • you’re in the correct MU. Use TCM0322460 for the correct MU number.

Background

An ‘Awaiting Change of Circumstances’ work item occurs when

  • the customer has ticked the Annual Declaration to show that the Statement of Circumstances (SOC) shown on their Annual Review is incorrect

and

  • the change of circumstances still hasn’t been received by the 1st Specified Date (1SD).

You must send form TC606 to the customer to ask for the details of the change of circumstances. If the customer

  • provides all of the information required for the change of circumstances the change will be processed as normal
  • states that they don’t have a change of circumstances to report and their circumstances are correct, the Statement of Circumstances (SOC) checkbox that indicates the circumstances are correct will be changed as normal.

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

Sort and filter the work list by the specified date and then ascending creation date so that you work the oldest claim first. For how to do this, use TCM1000002 and TCM1000208 

Note: 1SD will be different for some cases, so you must allow for other years coming on to the work list item.

  • go to .

Step 2

Check and make a note if the Household Breakdown signals is set. For how to do this, use TCM1000154.

If the Household Breakdown signal isn’t shown

  • use function View Application to establish the correct address for the customer. For how to do this, use TCM1000111 
  • go to .

If the Household Breakdown signal is shown

  • use function View Application to establish the correct address for the customer following the Household Breakdown. For how to do this, use TCM1000111 
  • go to .

Step 3

Access the tax credits computer to make a note of the latest award period. For how to do this, use TCM1000212 

Note: Ensure you select the award version with the relevant issue date for PY. If the customer has been in more than one family during PY, ensure you select the correct version date for PY for the relevant family.

  • complete form TC606 using the award start and end dates you noted and choose option 5 - ‘Change of Circumstances required for Ceased case’
  • go to .

Step 4

Access the tax credits computer to make a note of the latest award period. For how to do this, use TCM1000212 

Note: Ensure you select the award version with the relevant issue date for PY. If the customer has been in more than one family during PY, ensure you select the correct version date for PY for the relevant family.

  • complete form TC606 using the award start and end dates you noted and choose option 4 - ‘Change of Circumstances required for continuing case’
  • go to .

Step 5

Set an action date of 14 days on the Unfinalised S17 work list item. For how to do this, use TCM1000008 

  • transfer the Unfinalised S17 worklist item to the ‘Unfinalised S17 Awaiting COC BF’ MU. For how to do this, use TCM1000023 
  • go to .

Step 6

Following your action

  • update Household Notes with the message SN22 from TCM0172060. For how to do this, use TCM1000001 

Note: If this Household Note doesn’t cover the action you’ve taken, record any additional action using the Renewals & Reminders category.

  • take no further action.