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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 - Duplicate

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0140020
  • you have the correct user roles to follow this guidance. 
  • you are 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

Access the ‘Unprocessed S17’ work list item to determine the reason for the entry. For how to do this, use TCM1000004

  • make a note of the work list reasons
  • check whether you can work the work list item. Follow the guidance in TCM0138020

then, if you are told to return to this guidance

  • go to .

Step 2

What is the reason for the work list item?

If it is ‘Duplicate’ with ‘SUPSE’ or ‘Duplicate’ with ‘JNT INC’, follow the guidance in TCM0256020.

If it is ‘Duplicate’ only or ‘Duplicate’ with any other work item, go to .

Step 3

Check if the duplicate Annual Declaration has the same information as on the original Annual Declaration. For how to do this, use TCM1000011.

If the duplicate Annual Declaration is blank, go to .

If the duplicate Annual Declaration has different information than the original declaration, go to .

If the duplicate Annual Declaration has the same information as the original declaration, go to .

Step 4

Check ‘Household Notes’ to determine if there is any reason to doubt the information given on the original declaration. For how to do this, use TCM1000067.

If there is a reason to doubt the information given on the original declaration, go to .

If there is no reason to doubt the information given on the original declaration, go to .

Step 5

Follow the guidance in TCM0262120 and make a note of the renewal status

then, if you are directed back to this guidance

If the renewal status is PY Finalised, go to .

If the renewal status is PY not Finalised, go to .

Step 6

Check the ‘Current Signals’. For how to do this, use TCM1000117.

If the Household Ended signal is set, go to .

If the Household Ended signal is not set, go to .

Step 7

Check the reason for the household ending. For how to do this, use TCM1000013.

If the household ended due to a system termination, go to .

If the household ended due to a household breakdown, go to .

If the household ended for any other reason, go to .

Step 8

Check ‘Household Notes’ to establish if there is an entry relating to a household breakdown in CY. For how to do this, use TCM1000067.

If there is an entry relating to a CY household breakdown, go to .

If there is not an entry relating to a CY household breakdown, go to .

Step 9

Make a note of the date the household ended. Follow the guidance in TCM0262020

then, if you are told to return to this guidance, go to .

Step 10

Check, and make a note of how the customer provided the information on both declarations. For how to do this, use TCM1000043.

If the duplicate declaration was made over the phone and the original declaration was paper or RDC, accept the duplicate as being correct, go to .

If the original declaration was made over the phone and the duplicate declaration was paper or RDC, accept the original as being correct, go to .

If the original declaration was made digitally and the duplicate declaration was made digitally, accept the declaration with the latest date of receipt as being correct, go to .

Step 11

Where the duplicate Annual Declaration was made over the phone, refer to the status of the renewal you noted at step 5.

If the status of the renewal is finalised

  • establish if you can amend the claim with the details provided on the duplicate Annual Declaration. Follow the guidance in TCM0042260
    • Note: You must delete any PY and/or PY-1 figures from the computer that are not shown on the Annual Declaration. This will ensure that the only income details provided by the customer on their Annual Declaration are held on the computer and the award will therefore be correctly finalised.
  • then, if you are told to return to this guidance
  • go to .

If the status of the renewal is not finalised, go to .

Step 12

Disregard the duplicate Annual Declaration where there is no reason to doubt the information given on the original declaration. Follow the guidance in TCM0256020 and return to this step once you have completed the action.

If the status of the renewal is not finalised

  • access the ‘Capture Renewal Declaration’ function. For how to do this, use TCM1000006
  • select ‘Continue’. This will take you to the declaration screen
  • complete the ‘Change Source’ field with the latest source of the information
    • Note: If there has not been any contact with the customer, select ‘Paper’ from the options available.
  • select ‘Process’. This will delete the work list entry from the ‘Unprocessed S17’ work list
  • go to .

If the status of the renewal is finalised, go to .

Step 13

Disregard the Annual Declaration you noted as paper, RDC or earlier digital (DMS) at step 10. Follow the guidance in TCM0256020 and return to this step once you have completed the action.

If the status of the renewal is not finalised

  • access the ‘Capture Renewal Declaration’ function. For how to do this, use TCM1000006
  • select ‘Continue’. This will take you to the declaration screen
  • complete the ‘Change Source’ field with the latest source of the information
    • Note: If there has not been any contact with the customer, select ‘Paper’ from the options available.
  • select ‘Process’. This will delete the work list entry from the ‘Unprocessed S17’ work list
  • go to .

If the status of the renewal is finalised, go to .

Step 14

Is the work list item still on the ‘Unprocessed S17’ work list?

If it is and the reason is ‘Compliance’, follow the guidance in TCM0272120.

If it is and the reason is ‘Appeal’ only or ‘Appeal’ only and the claim is ceased, go to .

If it is and the reason is ‘Duplicate’

  • transfer the work item to the corresponding ‘Unprocessed S17 Phase 2 Worked and Cleared’ MU. For how to do this, use TCM1000023
  • update ‘Household Notes’ with the message SH14 from TCM0172040. For how to do this, use TCM1000001
  • go to .

If it has any other reason

  • transfer the work item to the ‘Rogue’ MU. For how to do this, use TCM1000023
  • update ‘Household Notes’ with the message SH15 from TCM0172040. For how to do this, use TCM1000001
  • go to .

If it is not on the ‘Unprocessed S17’ work list, go to .

Step 15

Renew CY using ‘Manage Finalisation’. For how to do this, use TCM1000018

  • update ‘Household Notes’ with the message SH20 from TCM0172040. For how to do this, use TCM1000001
  • go to .

Step 16

Send any documents to storage, follow the guidance in TCM0184140.