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HMRC internal manual

Tax Credits Manual

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.

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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.

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Step 1

Check what you are dealing with.

If you are accessing the ‘Unprocessed S17’ worklist item, to determine the reason for the entry. For how to do this, use TCM1000004

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

then, if you are told to return to this guidance

If you are dealing with a telephone call from the customer, go to Step 18.

If you are dealing with an expired BF to the TC2208, go to Step 19.

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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.

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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 Step 4.

If the duplicate Annual Declaration has different information than the original declaration, go to Step 5.

If the duplicate Annual Declaration has the same information as the original declaration, go to Step 13.

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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 Step 5.

If there is no reason to doubt the information given on the original declaration, go to Step 13.

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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 Step 6.

If the renewal status is PY not Finalised, go to Step 10.

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Step 6

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

If the Household Ended signal is set, go to Step 7.

If the Household Ended signal is not set, go to Step 10.

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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 Step 8.

If the household ended due to a household breakdown, go to Step 9.

If the household ended for any other reason, go to Step 10.

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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 Step 9.

If there is not an entry relating to a CY household breakdown, go to Step 10.

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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.

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Step 10

Check if the duplicate declarations were received on the same day.

If duplicate declarations were received on the same day, go to Step 17.

If duplicate declarations were not received on the same day, go to Step 11.

Step 11

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

Note: If the declarations were received on the same day, you will need to contact the customer by telephone to confirm the correct information to use.

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 Step 12.

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 Step 14.

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 14.

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Step 12

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 Step 14.

If the status of the renewal is not Finalised, go to Step 14.

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Step 13

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 Step 15.

If the status of the renewal is Finalised, go to Step 20.

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Step 14

Disregard the Annual Declaration you noted as paper, RDC or earlier digital (DMS) at step 11. 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 Step 15.

If the status of the renewal is Finalised, go to Step 20.

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Step 15

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 Step 16.

If it is and the reason is ‘Duplicate’

  • transfer the work item to the corresponding ‘Unprocessed S17 Phase 2 Worked and Cleared’ MU. Use TCM03222460 for the correct MU number. 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 Step 20.

If it has any other reason

  • transfer the work item to the ‘Rogue’ MU. Use TCM03222460 for the correct MU number. 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 Step 20.

If it is not on the ‘Unprocessed S17’ work list, go to Step 20.

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Step 16

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

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Step 17

Contact the customer by telephone to confirm the correct information to use.

If the customer can be contacted by telephone

  • make a note of the correct information to use
  • advise the customer you will disregard the duplicate declaration
  • disregard the Annual Declaration you noted was incorrect. Follow the guidance in TCM0256020 and return to this step once you have completed the action
  • access ‘Capture Renewal Declaration’. 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 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 Step 15.

If the customer cannot be contacted by telephone

  • issue a TC2208
  • transfer the case to the ‘Unprocessed S17 Others BF MU. Use TCM03222460 for the correct MU number. For how to do this, use TCM1000023
  • set and Action Date for 30 days. For how to do this, use TCM1000008
  • update Household Notes with the message SW84 from TCM0172080. For how to do this, use TCM1000001.

Step 18

  • confirm the correct S17 declaration to use
  • advice the customer you will disregard the duplicate declaration
  • disregard the Annual Declaration you noted was incorrect. Follow the guidance in TCM0256020 and return to this step once you have completed this action
  • access ‘Capture Renewal Declaration’. 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 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
  • update Household Notes with the message SW85 from TCM0172080. For how to do this, use TCM1000001 
  • go to Step 14.

Step 19

  • disregard the Annual Declaration with the lowest income or estimate income. Follow the guidance in TCM0256020 and return to this step once you have completed the action
  • access the ‘Capture Renewal Declaration’. 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 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
  • update Household Notes with the message SW86 from TCM0172080. For how to do this, use TCM1000001 
  • go to Step 14.

Step 20

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