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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 - initial action

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.

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’re following this guidance for the first time, go to

If you’re dealing with an expired action date because the ‘Claim under Enquiry’ or ‘Inhibited’ signal was shown, go to  

If you’re dealing with an expired action date because the ‘SCO Enquiry’ signal was shown, go to  

Step 2

Check and make a note of any signals that have been set. For how to do this, use TCM1000154.

If the ‘Terminated’ signal has been set and the reason for it being set is ‘Compliance Terminated’

  • update Household Notes with the message SD51 from TCM0172020. For how to do this, use TCM1000001 

then

  • transfer the work item to the ‘Miscellaneous - Fully Worked And Awaiting System Deletion’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • take no further action.

If the ‘Terminated’ signal has been set and the reason for it being set is not ‘Compliance Terminated’, go to  

If the ‘Terminated’ signal hasn’t been set, go to  

Step 3

If the ‘Under Appeal’ signal is shown

  • make a note that the case is under appeal

then

  • go to  

If the ‘Claim Under Enquiry’ signal is shown, go to  

If the ‘Inhibited’ signal is shown, go to  

If the ‘Refer to SCO’ signal is shown, go to  

If the ‘Complex Case’ signal is shown, go to  

If the ‘Applicant 1 Deceased’ or ‘Applicant 2 Deceased’ signal is shown, go to  

If any other circumstances apply, go to  

Step 4

Check the reason the Inhibit signal was set. For how to do this, use TCM1000173.

If there’s a ‘Compliance’ entry in the ‘Actioned by’ field, go to  

If there’s a ‘SCO’ entry in the ‘Actioned by’ field, go to  

If there’s a ‘TCO’ entry in the ‘Actioned by’ field, go to  

If there aren’t any entries in the ‘Actioned by’ field or there’s an entry for any other reason, go to  

Step 5

Contact the relevant Compliance Officer to establish if you can continue your action. For how to do this, use TCM1000022.

If the Compliance Officer tells you that you can continue your action

  • update Household Notes with the message SD56 from TCM0172020. For how to do this, use TCM1000001 

then

  • go to  

If the Compliance Officer tells you tells you not to continue your action

  • ask the Compliance Officer for a new specific action date
  • set the relevant action date on the Unfinalised S17 work list. For how to do this, use TCM1000008 

then

  • update Household Notes with the message SD57 from TCM0172020. For how to do this, use TCM1000001 
  • take no further action.

Step 6

Check Household Notes to obtain the contact details of the Criminal Investigations Officer (CIO). For how to do this, use TCM1000067.

Note: Under no circumstances should you give the customer any details of the CIO.

If details of the CIO are held in Household Notes, go to  

If details of the CIO aren’t held in Household Notes

then

  • go to  

Step 7

Contact the CIO to establish if you can continue your action.

If the CIO tells you to continue your action

  • update Household Notes with the message SD58 from TCM0172020. For how to do this, use TCM1000001 

then

  • go to  

If the CIO tells you not to continue your action

  • ask the CIO for a new specific action date
  • set the relevant action date on the Unfinalised S17 work list. For how to do this, use TCM1000008 

then

  • update Household Notes with the message SD59 from TCM0172020. For how to do this, use TCM1000001 
  • take no further action.

Step 8

Check if the case is a genuine Complex Case. Follow the guidance in TCM0284140 to establish if the case is a genuine complex case.

If it isn’t a genuine Complex Case, go to  

If it is a genuine Complex Case

  • transfer the work item to the appropriate MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • update Household Notes with the message SD54 from TCM0172020. For how to do this, use TCM1000001 
  • take no further action.

Step 9

Transfer the work item to the Miscellaneous - ‘DOD INDICATOR - IN’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 

  • update Household Notes with the message SD55 from TCM0172020. For how to do this, use TCM1000001 
  • take no further action.

Step 10

Check Household Notes for one of the following messages - SX01, SX02, SX03, SX04, SX05 from TCM0172080 that will tell you why the claim needs to be finalised off-system. Make a note of the content. For how to do this, use TCM1000067 

  • make a note of any other relevant renewals messages

then

  • return to the relevant guidance in TCM0270000 that directed you to this guidance.