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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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Renewals - work lists (Unprocessed): Unprocessed S17 work list - Compliance, SCO or Inhibited only

Version 1.0

Changes to previous version - amended guidance. Replaces ‘Unprocessed S17 Work List - Compliance, SCO Or Inhibited Only (AG)’.

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0138020 
  • 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.

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

Check if the Compliance Terminated signal is set. For how to do this, use TCM1000403.

If the ‘Terminated Compliance’ signal is set, go to .

If the ‘Terminated Compliance’ signal isn’t set, go to .

Step 2

Transfer work item. For how to do this, use TCM1000023 

  • update Household Notes with the note SM01 from TCM0172060. For how to do this, use TCM1000001 
  • take no further action.

Step 3

Make a note of any signals that have been set. For how to do this, use TCM1000117.

If the Inhibited signal is set, go to .

If the ‘claim under enquiry’ or ‘refer to SCO’ signal is set, go to .

If there are any other reasons why the item is on the worklist in addition to SCO, Inhibited or Compliance, go to .

Step 4

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

If ‘Compliance’ or ‘SCO’ is shown in the field, go to .

If ‘TCO’ is shown in the field, follow the guidance in TCM0270080.

Step 5

Check if the customer’s 1s t Specified Date (1SD) has been reached. For how to do this, use TCM1000002.

If the customer’s 1SD hasn’t yet been reached, go to .

If the customer’s 1SD has been reached and the ‘Claim under enquiry’ or ‘Inhibited’ signal is set, go to .

If the customer’s 1SD has been reached and the ‘SCO’ signal is set, go to .

Step 6

Set an action date of one day after the customer’s 1SD. For how to do this, use TCM1000008 

  • transfer the work item to the ‘Unprocessed S17 Compliance’ MU. For how to do this, use TCM1000023 

Note: If you’re already in the ‘Unprocessed Compliance MU’, leave the item on the work list.

  • update Household Notes with the message SM02 from TCM0172060. For how to do this, use TCM1000001 
  • take no further action.

Step 7

Contact Claimant Compliance Officer (CCO). For how to do this, use TCM1000022.

If they tell you to continue with your action

  • ask them to remove the Compliance or Inhibit marker
  • go to .

If they tell you to stop your action

  • ask the CCO for an action date
  • set the action date on the Unprocessed S17 work list item. For how to do this, use TCM1000008 
  • transfer the work item to the ‘Unprocessed S17 Compliance’ MU. For how to do this, use TCM1000023 

Note: If you’re already in the ‘Unprocessed Compliance MU’, leave the item on the work list.

  • send any correspondence to the CCO
  • update Household Notes with the message SM03 from TCM0172060. For how to do this, use TCM1000001 
  • take no further action.

Step 8

Contact the Criminal Investigations Officer (CIO).

Note: The CIO contact details will be in Household Notes. For how to do this, use TCM1000067.

If they tell you to continue with your action, go to .

If they tell you to stop your action

  • ask the CIO for an action date
  • set the action date on the Unprocessed S17 work list item. For how to do this, use TCM1000008 
  • transfer the work item to the ‘Unprocessed S17 Compliance’ MU. For how to do this, use TCM1000023 
  • send any correspondence to the relevant CIO
  • update Household Notes with the message SM04 from TCM0172060. For how to do this, use TCM1000001 
  • take no further action.

Step 9

Check for other reasons for the worklist item in addition to the ‘Compliance’, ‘SCO’ or ‘Inhibited’ reason.

If there are any other reasons 

Note: When following the relevant guidance, don’t repeat the Compliance steps.

then

  • go to .

If there aren’t any other reasons, go to .

Step 10

Check if the work item is still on the work list. For how to do this, use TCM1000409.

If the work item is still on the work list, go to .

If the work item isn’t still on the work list, take no further action.

Step 11

Check for any other signals. For how to do this, use TCM1000154.

If the Complex signal is set

  • transfer the work item to the ‘EEA’ team. For how to do this, use TCM1000023 
  • send any correspondence to the EEA team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  
  • update Household Notes with the message SM05 from TCM0172060. For how to do this, use TCM1000001 
  • take no further action.

If the Appeal signal is set, go to .

If neither the Complex nor Appeal signal is set and the claim still has ‘Claim under enquiry’ or ‘SCO’ signal set, go to .

If any other circumstances apply, go to .

Step 12

Process the Annual Declaration. For how to do this, use TCM1000015 and TCM1000409.

If the work item is still on the work list

  • transfer the work item to the corresponding ‘Worked and Cleared’ MU
  • update Household Notes
  • take no further action.

If the work item isn’t still on the work list, take no further action.

If the ‘Terminated’ signal was set, follow the guidance in TCM0262260.

Step 13

Make a note of S17 details. For how to do this, use TCM1000011 

  • go to .

Step 14

Amend Application

  • enter the details you noted at . For how to do this, use TCM1000005 

Note: Ensure you enter ‘A’ for each entry.

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

If you have made all the changes, go to .

If you can’t make the changes, take no further action.

Step 15

Renew CY for the work item with the Appeal marker. For how to do this, use TCM1000149 

  • update Household Notes with the message SN19 from TCM0172060. For how to do this, use TCM1000001 

Note: The Appeals area will finalise the claim when they’ve finished their action.

  • take no further action.

Step 16

Manage Finalisation. For how to do this, use TCM1000149 

  • update Household Notes with either SM08 or SM09 from TCM0172060. For how to do this, use TCM1000001.

If the work item is still visible

  • transfer the work item to the to the ‘Unprocessed S17 Phase 2 worked and cleared’ MU
  • update Household Notes.

If the ‘Terminated’ signal was set, follow the guidance in TCM0262260.