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HMRC internal manual

Tax Credits Manual

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Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0138020
  • you follow the guidance in TCM0262120
  • you have the correct user roles to follow this guidance
  • you are in the correct MU. Use TCM0322460 for the correct MU number
  • you have access to the National Insurance and Pay As You Earn System (NPS)
  • you have access to the Access To DWP (ADD) system.

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 the correct award version details. For how to do this, use TCM1000007.

  • make a note of the correct award version
  • go to Step 2.

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Step 2

If you are dealing with an RTI Incompatible worklist reason only, follow the guidance in TCM0272210.

If you are dealing with an Incompatible worklist reason only, go to Step 3.

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Step 3

If you are dealing with a new work item, go to Step 7.

If you are not dealing with a new work item, go to Step 4.

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Step 4

Note: If you are working the Expired BF MU, check Digital Mail Service (DMS) to see if there is any returned correspondence from the customer. For how to do this, use TCM1000037.

If you have issued a TC664 and the action date has expired, go to Step 40.

If you have issued a TCC50 and the action date has expired, go to Step 42.

If you have issued a TC1221 and the customer has replied, go to Step 63.

If you are dealing with a telephone call from the customer, go to Step 43.

If you have issued a letter and the customer has replied to that letter, go to Step 51.

If you have issued a TC1221 and the action date has expired

  • update Correction using information held on our system. For how to do this, use TCM1000016
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • issue a TC629 from SEES. For how to do this, use TCM1000124
  • take no further action

If you are dealing with an expired action date and there is an RLS signal

If you are dealing with an expired action date and there is no RLS signal, go to Step 5.

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Step 5

If the customer has provided all the details you need to complete the renewal, go to Step 51.

If you are dealing with a reply to an enquiry and all the information has not been received, go to Step 56.

If you are dealing with a second request for information and the customer has still not provided the required information, go to Step 56.

If an enquiry has been returned RLS, go to Step 6.

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Step 6

Check for a new address. For how to do this, use TCM0184200.

If a new address is found, go to Step 31.

If a new address is not found, go to Step 58.

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Step 7

Check for work, income and benefit details. For how to do this, use TCM1000011 and TCM1000012.

Note: where we have used RTI income, make a note of the income that was replayed to the customer on the renewal. If figures have been used on the renewal then you can view any figures used by following TCM1000011.

  • make a note of any benefit start and end dates and job start and end dates
  • make a note of whether the employment ended in previous year (PY)-1 or earlier for either customer

Compare the details you have gathered to establish all incompatible reasons. Make a note of all the Incompatible reasons.

Note: For additional help, follow the guidance in TCM0322400.

Note: If there is more than one reason for the incompatible work item, you must follow this guidance for each reason and get all the relevant information from the customer at the same time. If any element of the Incompatibility cannot be obtained from ADD, NPS or FBI e Filestore, you will have to issue a TC664 and not a TCC50.

Note: If it is a joint claim, consider if both customers have an incompatibility and make all customer enquiries together.

If there is Employment income on the Annual Declaration and corresponding work hours in ‘Correction’, go to Step 8.

If there is Employment income on the Annual Declaration and no corresponding work hours in ‘Correction’, go to Step 9.

If there is no Employment income on the Annual Declaration, go to Step 9.

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Step 8

Check if the income declared is over the National Minimum Wage (NMW) limits. For how to do this, use TCM0262080 and also the NMW calculator held in the Customer Advisor Guide (CAG).

If the Employment income for either customer is equal to or above the NMW, go to Step 9.

If the Employment income for either customer is below the NMW, go to Step 17.

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Step 9

Check NPS and make a note of the customer’s income, or in a joint claim both the customer and their partner’s income and also if either the customer and/or their partner have a live employment record showing.

Note: If employment details are live in NTC but there is no trace on PAYE, make a note to issue a TCC50.

If the income is not on NPS, go to Step 11.

If the income shown on NPS is the same as what is shown on the Annual Declaration

  • make a note to use the income declared on the Annual Declaration
  • go to Step 11.

If the income shown on NPS is different to what has been declared on the Annual Declaration, go to Step 10.

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Step 10

If the income declared on the Annual Declaration is more than what is shown on NPS

  • make a note to use the income declared on the Annual Declaration
  • go to Step 11.

If the income declared on the Annual Declaration is less than what is shown on NPS but is within £500

  • make a note to use the income declared on the Annual Declaration
  • go to Step 11.

If the income declared on the Annual Declaration is less than what is shown on NPS and by more than £500

  • make a note to issue a TC1221 if no other customer contact is required
  • go to Step 11.

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Step 11

Check the notes you have made at Step 7.

Note: If you noted at Step 9 to issue a TCC50, continue to check for other incompatabilities.

If the Annual Declaration is incompatible due to qualifying benefit details, go to Step 12.

If the Annual Declaration is incompatible due to employed details held in ‘Correction’ but no employment income declared, go to Step 16.

If the Annual Declaration is incompatible due to self employed details held in ‘Correction’ but no self employed income declared

  • make a note that you will need to issue a TC664 asking for the self employed income details
  • go to Step 18.

If the Annual Declaration is incompatible due to employed and/or self employed income being declared but no corresponding employment and/or self employed details being held in ‘Correction’

  • make a note that you will need to issue a TC664 asking for the self employed income details
  • go to Step 18.

If the Annual Declaration is incompatible due to a historic job, go to Step 20.

If the Annual Declaration is PY-1 incompatible, go to Step 21.

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Step 12

Use the Access to DWP Data (ADD) system to establish the dates the customer and/or partner were in receipt of any qualifying benefits or any combination of qualifying benefits, for the whole of the award period you are dealing with. Follow the guidance in the Access to DWP Data System manual. For how to do this, use TCM1000014.

Note: Qualifying benefits are Income Support, Income based Job Seekers Allowance (JSA), Income based Employment Support Allowance (ESA) or Pension Credit.

Note: If there are any Taxable Social Security benefits, make a note of the name(s), amount(s) and date(s).

If ADD shows qualifying benefits received throughout all of PY

  • make a note of the start date and any end date
  • go to Step 13.

If ADD does not show any qualifying benefits received throughout all of PY, but shows Taxable Social Security Benefits (TSSB)

  • make a note of the type of TSSB, the start date and any end date
  • go to Step 14.

If ADD does not show any qualifying benefits received throughout all of PY

  • make a note of this
  • go to Step 13.

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Step 13

Check what you have noted at Step 9 and whether the details match what we have in ‘Correction’ or in ‘View S17’.

Note: Where there is an income discrepancy of £500 or more, do not update the system. Make a note to issue a TC1221.

If ADD showed a qualifying benefit in payment throughout PY and the details match those in function ‘View S17 Details’

  • make a note to update ‘Correction’ with the details the customer has declared on their Annual Declaration
  • make a note that you will need to manage finalise the Renewal once all Incompatibilities have been corrected
  • go to Step 18.

If ADD showed a qualifying benefit in payment throughout PY and the details match those in ‘Correction’

  • make a note to manage finalise with the qualifying benefit details we hold on NTC once all the Incompatibilities have been corrected
  • go to Step 18.

If ADD did not show a qualifying benefit in payment throughout PY and this matched what is shown in ‘View S17’

  • make a note to update ‘Correction’ with the details the customer has declared on their Annual Declaration
  • make a note that you will need to manage finalise the Renewal once all Incompatibilities have been corrected
  • go to Step 18.

If ADD did not show a qualifying benefit in payment throughout PY and this matched what is shown in ‘Correction’

  • make a note to manage finalise with the details we hold on NTC once all the Incompatibilities have been corrected
  • go to Step 18.

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Step 14

Check what you have noted at Step 9 and access ADD to check whether the amounts of TSSB declared by the customer, differs to what is shown.

If the amount shown in function ‘View S17 details’ is the same as the amounts shown on ADD for the TSSB

  • make a note to update ‘Correction’ with the relevant benefit dates obtained from ADD
  • go to Step 15.

If the amount shown in function ‘View S17 details’ is different to the amounts shown on ADD for the TSSB

  • make a note to update ‘Correction’ with the relevant benefit dates obtained from ADD
  • go to Step 15.

If the dates on ADD are different to what the customer has declared on their Annual Declaration and they have declared no income

  • make a note to update ‘Correction’ with the relevant benefit dates from ADD
  • make a note to update ‘Correction’ with any income from the Annual Declaration
  • go to Step 15.

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Step 15

If the amount of TSSB declared by the customer is more than the figure we have obtained from ADD

  • use the amount that the customer has declared on their Annual Declaration and make a note of this
  • make a note that you will process the Annual Declaration in Capture Renewal Declaration once all Incompatibilities have been corrected
  • go to Step 18.

If the amount of TSSB shown on ADD is within £500 of what the customer has provided on their Annual Declaration

  • use the amount that the customer has declared on their Annual Declaration and make a note of this
  • make a note that you will process the Annual Declaration in Capture Renewal Declaration once all Incompatibilities have been corrected
  • go to Step 18.

If the amount of TSSB shown on ADD is £500 or more than what the customer has provided on their Annual Declaration

  • make a note to update Household Notes with any benefit dates that you have obtained
  • make a note to manage finalise once we have a reply from the TC1221 or a TC629 has been issued
  • make a note that you will need to issue a TC1221
  • go to Step 18.

If NPS shows a live employment record but no income details

  • make a note that you will need to issue a TC664 querying any missing employment or income details
  • go to Step 18.

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Step 16

Check the the notes you have made at Step 9.

If NPS shows live employment for the previous year but no income details

  • make a note that you will need to issue a TC664 to either/both customers for their employed earnings
  • go to Step 18.

If NPS shows no live employment for the previous year

  • make a note that you will need to issue a TCC50 to query their employment details.
  • go to Step 18.

If NPS shows the customer’s employed earnings for the previous year, go to Step 17.

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Step 17

Check the National Minimum Wage limits (NMW). For how to do this, use TCM0262080 and also the NMW calculator held in the Customer Advisor Guide (CAG).

If the income shown on NPS or declared on the Annual Declaration is below NMW for the hours worked

  • make a note that you will need to issue a TCC50 querying the hours worked
  • go to Step 18.

If the income declared on the Annual Declaration is the same as what is shown on NPS

  • make a note that you need to use the income declared on the Annual Declaration
  • make a note that you will process the Annual Declaration in Capture Renewal Declaration once all Incompatibilities have been corrected
  • go to Step 18.

If the income declared on the Annual Declaration is less than what is shown on NPS but is within £500

  • make a note that you will use the income declared on the Annual Declaration
  • make a note that you will process the Annual Declaration in Capture Renewal Declaration once all Incompatibilities have been corrected
  • go to Step 18.

If the income declared on the Annual Declaration is less than what is shown on NPS and by £500 or more

  • make a note that you will use the income that has been obtained from NPS
  • make a note that you will need to manage finalise the Renewal once we have received a reply to the TC1221 or a TC629 has been issued
  • make a note that you will need to issue a TC1221
  • go to Step 18.

If the income declared on the Annual Declaration is more than what is shown on NPS

  • make a note that you will use the income declared on the Annual Declaration
  • go to Step 18.

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Step 18

Check if either customer has declared an untraced TSSB, Other Income, State Benefit, Employment Income or Benefit in Kind, within £500.00 of an undeclared traced income on either customer.

Note: Check for a household note stating allowable deductions have been taken into account for the difference in income or that evidence has been received and accepted for deductions. This could be because the customer pays into a pension scheme, has deductions for maternity, adoption or paternity pay, or made gift aid contributions. This is not a complete list. Follow the guidance in TCM0322175, for a list of allowable deductions from income.

If either customer has declared an untraced amount within £500

  • update correction on NTC with the traced income for the correct customer and disregard the untraced declared amount
  • go to Step 19.

If either customer has not declared an untraced amount within £500, go to Step 19.

Step 19

Before you make any changes ensure you have considered each Incompatible reason (consider each customer in a joint claim) and make all the changes together.

If all the Incompatible reasons have been considered and you have noted that you need to write out to the customer for information, go to Step 31.

If all the Incompatible reasons have been considered and you have noted that you need to change information in ‘Correction’ and manage finalise the renewal

  • use all available system information to decide the income/benefits to be used and make a note of this
  • use any existing information held on the Annual Declaration that you have not queried and make a note of this

Note: RTI figures may have been obtained and used as part of the renewal. If figures have been used on the renewal then you can view any figures used by following TCM1000011

  • update ‘Correction’ with all the information you have noted. For how to do this, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160
  • replace any inappropriate system estimated (S) or inflated (I) income shown for the PY tax year with the actual figure you have obtained or 0.00 actual if this is appropriate. For how to do this, use TCM1000201 and TCM1000202.

Note: Use ‘£1’ actual for any income field that will not accept a zero

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • go to Step 31.

If all the Incompatible reasons have been considered and you have noted that you need to change information on the Annual Declaration and process it, or use the information on the Annual Declaration and process it, go to Step 37.

If all the Incompatible reasons have been considered and you have noted that you need to write to the customer for information, go to Step 31.

If there are still outstanding Incompatible reasons to consider, go back to Step 11.

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Step 20

If a historic job is the only reason for the Incompatibility

  • update ‘Correction’ with all the information you have noted. For how to do this, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160
  • replace any inappropriate system estimated (S) or inflated (I) income shown for the PY tax year with the actual figure you have obtained, or 0.00 actual if this is appropriate. For how to do this, use TCM1000201 and TCM1000202

Note: Use ‘£1’ actual for any income field that will not accept a zero

  • complete the amend finish screen. For how to do this, use TCM1000032
  • go to Step 36.

If a historic job is not the only reason for the Incompatibility and you have noted previously that you need to issue a letter to the customer, go to Step 31.

If a historic job is not the only Incompatibility and you have noted earlier that you do not need to issue a letter to the customer

  • update ‘Correction’ with all the information you have noted. For how to do this, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160
  • replace any inappropriate system estimated (S) or inflated (I) income shown for the PY tax year with the actual figure you have obtained or 0.00 actual if this is appropriate. For how to do this, use TCM1000201 and TCM1000202

Note: Use ‘£1’ actual for any income field that will not accept a zero

  • complete the amend finish screen. For how to do this, use TCM1000032
  • go to Step 36.

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Step 21

If there is PY-1 Employment income on the Annual Declaration and employed earnings in the income fields in ‘Correction’, go to Step 22.

If there is PY-1 Employment income on the Annual Declaration and no corresponding employed earnings in the income fields in ‘Correction’, go to Step 24.

If there is no PY-1 Employment income on the Annual Declaration, go to Step 24.

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Step 22

Check NPS for the customer’s PY-1 income.

If the income is not on NPS, go to Step 24.

If the income shown on NPS and is the same as what is shown on the Annual Declaration

  • make a note to use the income declared on the Annual Declaration
  • go to Step 24.

If the income shown on NPS is different to what has been declared on the Annual Declaration, go to Step 23.

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Step 23

If the PY-1 income declared on the Annual Declaration is more than what is shown on NPS

  • make a note to use the income declared on the Annual Declaration
  • go to Step 24.

If the PY-1 income declared on the Annual Declaration is less than what is shown on NPS but is within £500

  • make a note to use the income declared on the Annual Declaration
  • go to Step 24.

If the PY-1 income declared on the Annual Declaration is less than what is shown on NPS and by more than £500

  • make a note to issue a TC1221 if no other customer contact is required
  • go to Step 24.

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Step 24

Establish the reason(s) for the PY-1 Incompatibility.

Note: For additional help, refer to TCM0322400.

Note: Where there is more than one reason for the incompatible work item, you must follow this guidance for each reason and get all the relevant information from the customer at the same time. Where any element of the Incompatibility cannot be obtained from ADD, NPS or FBI e Filestore, you will have to issue a TC664 and not the TCC50.

Note: Where it is a joint claim, consider if both customers have an incompatibility and make all customer enquiries together.

If the Annual Declaration is PY-1 incompatible due to missing Employment income, go to Step 25.

If the Annual Declaration is PY-1 incompatible due to missing TSSB’s, go to Step 26.

If the Annual Declaration is PY-1 incompatible due to missing self employed earnings, go to Step 27.

If none of the above reasons apply, go to Step 37.

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Step 25

Check NPS for the customer(s) PY-1 Employment income details.

If the Employment income shown on NPS is the same as what is shown in ‘Correction’

  • make a note that you will use the Employment income already shown in ‘Correction’
  • make a note to issue a TC1221
  • make a note that you will need to manage finalise the Renewal once all Incompatibilities have been corrected
  • go to Step 30.

If the Employment income shown on NPS is less than what is shown in ‘Correction’, but is within £500

  • make a note that you will use the Employment income already shown in ‘Correction’
  • make a note to issue a TC1221
  • make a note that you will need to manage finalise the Renewal once all Incompatibilities have been corrected
  • go to Step 30.

If the Employment income shown on NPS is less than what is shown in ‘Correction’ and by more than £500

  • make a note that you will use the Employment income already shown in ‘Correction’
  • make a note to issue a TC1221
  • make a note that you will need to manage finalise the Renewal once all Incompatibilities have been corrected
  • go to Step 30.

If NPS does not show any PY-1 Employment income but does show another source of income for PY-1, go to Step 25.

If NPS does not show any PY-1 Employment income or any other source of income for PY-1

  • make a note that you will need to issue a TC664 to either/both customers to establish their PY-1 Employment earnings
  • go to Step 30.

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Step 26

Check that any figure entered into the Self employed, TSSB or Other Income fields on the Annual Declaration are within £500 of the Employment Income figure we hold in ‘Correction’.

If the PY-1 figures shown in the Self employed, TSSB or Other Income fields are within £500 of the PY-1 Employment Income figure we hold

  • accept that the customer has incorrectly declared employed earnings on their original claim form
  • make a note that you will not need to amend the customers Annual Declaration in Capture Renewal Declaration
  • make a note that you will process the Annual Declaration in Capture Renewal Declaration
  • go to Step 30.

If the PY-1 figures shown in the Self employed, TSSB or Other Income fields are not within £500 of the PY-1 Employment Income figure we hold

  • make a note that you will need to issue a TC664 to either/both customers to establish their PY-1 Employment earnings
  • go to Step 30.

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Step 27

Check ADD and/or NPS for TSSB details and amounts for PY-1 and make a note of these.

If the total TSSB figure you have noted is within £500 of the figure we hold in ‘Correction’

  • make a note that you will use the TSSB income already shown in ‘Correction’
  • make a note to issue a TC1221
  • make a note that you will need to manage finalise the Renewal once we have received a reply from the TC1221 or a TC629 has been issued
  • go to Step 30.

If the total TSSB figure you have noted is not within £500 of the figure we hold in ‘Correction’

  • make a note to issue a TC1221
  • make a note that you will need to manage finalise the Renewal once we have received a reply from the TC1221 or a TC629 has been issued
  • go to Step 30.

If TSSB figure you noted from ADD is ‘Nil’

  • accept that the customer had no TSSB’s
  • make a note to amend the TSSB figure we hold in ‘Correction’
  • make a note that you will need to manage finalise the Renewal once all Incompatibilities have been corrected
  • go to Step 30.

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Step 28

Check the Annual declaration to see if the customer has declared any employed earnings or TSSB income.

If the customer has declared any employed earnings or TSSB income, go to Step 29.

If the customer has not declared any employed earnings or TSSB income

  • make a note that you will need to query the customers self employed earnings on a TC664
  • go to Step 30.

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Step 29

Check NPS and/or ADD for any PY-1 employed earnings or TSSB income.

If NPS and/or ADD shows a figure for employed earnings and/or TSSB’s

  • make a note that you will need to query the customer’s self employed income on a TC664
  • go to Step 30.

If NPS and/or ADD does not show a figure for employed earnings and/or TSSB’s

  • accept that the customer was self employed in PY-1 and that they have incorrectly declared their income in the wrong box
  • make a note that you will move the figure from the ‘employed’ or ‘TSSB’ field to the ‘self employed’ field on the Annual Declaration
  • make a note that you will need to update and process the renewal in Capture Renewal Declaration once all Incompatibilities have been corrected
  • go to Step 30.

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Step 30

Before you make any changes ensure you have considered each PY-1 Incompatible reason (consider each customer in a joint claim) and make all the changes together.

If all the PY-1 Incompatible reasons have been considered and you have noted that you need to write out to the customer for information, go to Step 31.

If all the PY-1 Incompatible reasons have been considered and you have noted that you need to change information in ‘Correction’ and manage finalise the renewal

  • update ‘Correction’ with all the information you have noted. For how to do this, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details follow the guidance in TCM0042160
  • replace any inappropriate system estimated (S) or inflated (I) income shown for the PY-1 tax year with the actual figure you have obtained or 0.00 actual if this is appropriate. For how to do this, use TCM1000201 and TCM1000202

Note: Use ‘1.00’ actual for any income field that will not accept a zero

  • complete the amend finish screen. For how to do this, use TCM1000032
  • go to Step 31.

If all the PY-1 Incompatible reasons have been considered and you have noted that you need to change information on the Annual Declaration and process it, go to Step 37.

If there are still outstanding PY-1 Incompatible reasons to consider, go back to Step 24.

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Step 31

From the notes you have made, do you need to issue any letter(s) to the customer(s)

If you do not need to issue any letters, go to Step 36.

If you need to issue a TC664 only, go to Step 32.

If you need to issue a TC664 and TCC50/TC1221

  • issue a TC664 only. Ensure all questions asked are based on the notes you have made. Include the TCC50/TC1221 questions on the TC664
  • update Household Notes with the appropriate message, either SD33 or SD34 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

If you need to issue a TCC50 only

  • issue a TCC50 only. Ensure all questions asked are based on the notes you have made. For how to do this, use TCM1000478
  • update Household Notes with the appropriate message, either SD43 or SD44 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

If you need to issue a TC1221 only

  • issue a TC1221 only. Ensure all details of income obtained from NPS and/or ADD are shown on the TC1221
  • update Household Notes with the appropriate message SD41 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

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Step 32

Contact the customer by telephone. For how to do this, use TCM0094080.

If the customer can be contacted by phone

  • tell the customer we have conflicting information between the information on the Annual Declaration and the information on the tax credits computer for the year the incompatibility relates to
  • explain the discrepancy and obtain the correct work, benefit and/or income details

Note: RTI figures may have been obtained and used as part of the renewal. If figures have been used on the renewal then you can view any figures used by following TCM1000011

Note: If the customer informs you of a change of circumstances during the telephone call, you must take the details of the change and action the change by following the guidance in TCM0042260. You must capture both the reported change of circumstances and the incompatible details.

Note: If you discover there is undisclosed employment or additional sources of income, follow the guidance in TCM0080120 using number ‘04’ as the reason for the enquiry.

If the customer cannot be contacted by phone, or contact was unsuccessful

  • issue a TC664 only. Ensure all questions asked are based on the notes you have made.
  • update Household Notes with the appropriate message, either SD33 or SD34 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

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Step 33

If the customer has provided all of the missing information, go to Step 34.

If the customer was unable to provide all of the missing information

  • inform the customer that you will write to them for the missing information
  • using the notes you have made, return to Step 31 and issue the relevant letter

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Step 34

Check if the income declared is over the National Minimum Wage (NMW) limits. For how to do this, use TCM0262080 and the NMW calculator held in the Customer Advisor Guide (CAG).

If the Employment income for either customer is equal to or above the NMW, go to Step 35.

If the Employment income for either customer is below the NMW

  • make a note that you will need to issue a TCC50 querying the hours worked
  • go back to Step 31.

If the information required was not missing employment income, go to Step 35.

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Step 35

Check if you made a note at Step 19 that a Historic job was one of the reasons for the Incompatibility.

If you noted that a Historic job was one of the reasons for the Incompatibility

  • update ‘Correction’ with all the information you have noted. For how to do this, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100 or if you need to delete any details, follow the guidance in TCM0042160
  • replace any inappropriate system estimated (S) or inflated (I) income shown for the PY and/or the PY-1 tax year with the actual figure you have obtained or 0.00 actual if this is appropriate. For how to do this, use TCM1000201 and TCM1000202.

Note: RTI figures may have been obtained and used as part of the renewal. If figures have been used on the renewal then you can view any figures used by following TCM1000011

Note: Use ‘£1’ actual for any income field that will not accept a zero

  • complete the amend finish screen. For how to do this, use TCM1000032
  • go to Step 36.

If you noted that a Historic job was not one of the reasons for the Incompatibility

  • update ‘Correction’ with any non income changes that you have obtained. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100 or if you need to delete any details, follow the guidance in TCM0042160
  • go to Step 37.

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Step 36

Check to see if an Appeal marker is present.

If there is an Appeal marker present

If there is no Appeal marker present

  • manage finalise and renew the claim. For how to do this, use TCM1000017
  • update Household Notes with the message SD33 or SD38 as appropriate from TCM0172020. For how to do this, use TCM1000001

Note: Only use SD33 or SD38 household notes where you have not used SD41 previously

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Step 37

Update the Annual Declaration in Capture Renewal Declaration. For how to do this, use TCM1000006.

  • update the Annual Declaration with the correct details obtained, or provided by the customer
  • process the Annual Declaration. For how to do this, use TCM1000015
  • update Household Notes with the message SD38 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 38

If you are presented with any RTI incompatibility warning messages

  • follow the guidance in TCM0272210

then

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Step 38

Check if the work item is still visible on the ‘Unprocessed S17’ work list.

If the work item is no longer visible on the ‘Unprocessed S17’ work list

  • send the correspondence to storage. For how to do this, use TCM0074140
  • take no further action.

If the work item is still visible on the ‘Unprocessed S17’ work list with the reason ‘Incompatible’, go to Step 39.

If the work item is still visible on the ‘Unprocessed S17’ work list with any other reason than ‘Incompatible’

  • transfer the work list item to the relevant MU for that work task. Use TCM0322460 for the correct MU number
  • send the correspondence to storage. For how to do this use TCM0074140
  • take no further action.

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Step 39

If the claim is finalised

  • transfer the work list item to the ‘Unprocessed S17 phase 2 worked and cleared’ MU. Use TCM0322460 for the correct MU number
  • send the correspondence to storage. For how to do this use TCM0074140
  • take no further action.

If the claim is not finalised

  • refer the case to your TALLO to establish why the claim has not finalised

Note: Where your TALLO can establish the reason why the claim has not finalised, make amendments as necessary to process the declaration.

  • take no further action.

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{#IDA1ADS}Step 40

Check if the information that has been requested on the TC664 has been recorded in Household Notes. For how to do this, use TCM1000067.

If the information is recorded in Household Notes,go to Step 51.

If the information has not been recorded in Household notes, go to Step 41.

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Step 41

Check what information we requested on the TC664.

If the information requested was for missing Employment/Self employment start date/hours information only

  • update Household Notes with the message SD42 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 59.

If the TC664 was issued out for any other reason

  • use all available system information to decide the income/benefits to be used and make a note of this
  • use any existing information held on the Annual Declaration that you have not queried and make a note of this
  • update ‘Correction’ with all the information you have noted. For how to do this, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100 or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or ending the job from 06/04/PY if you have noted that there was no live employment, or reducing the hours if the income was below NMW

  • replace any inappropriate system estimated (S) or inflated (I) income shown for the PY and/or the PY-1 tax year with the actual figure you have obtained or 0.00 actual if this is appropriate. For how to do this, use TCM1000201 and TCM1000202.

Note: Use ‘£1’ actual for any income field that will not accept a zero.

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • update Household Notes with the message SD38 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 59.

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Step 42

Check if the customer has provided any information to the queries we raised on the TCC50 and this information has been recorded in Household Notes. For how to do this, use TCM1000067.

If the information is recorded in Household Notes and you accept that the evidence provided is acceptable

  • make a note that you will use the income that the customer originally declared on their Annual Declaration
  • make a note that you will need to process the Annual Declaration in Capture Renewal Declaration
  • update Household Notes with the message SD38 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 60.

If the information has not been recorded in Household Notes, or you do not accept that the evidence provided is acceptable

  • use all available system information to decide the income/benefits to be used and make a note of this
  • update ‘Correction’ with all the information you have noted, except the income figures. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100 or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or ending the job from 06/04/PY if you have noted that there was no live employment, or reducing the hours if the income was below NMW

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • make a note of any income figures that have been challenged with the customer on the TCC50, as you will update the Annual Declaration with these figures when you Capture the Annual Declaration.

Note: In a joint claim, ensure that both customers details are updated.

Note: If NPS showed the employment ended in PY-1, end the employment using the date 06/04/PY, complete a TC648 with the details, and send to Physical Change of Circumstances/Compliance to consider S18 action.

  • update Household Notes with the message SD44 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 60.

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Step 43

Verify the customer’s identification. For how to do this, use TCM0094120

If the customer is calling in response to a TC1221, go to Step 44.

If the customer is calling in response to a TCC50, go to Step 48.

If the customer is calling in response to a TC664

  • advise the customer that they will need to reply to the letter in writing
  • advise the customer of the date that the information is required by

Note: If the customer requires an extension to the reply date, agree the new date that you require the information back by

  • update the action date to the agreed date in the future. For how to do this, use TCM1000008
  • take no further action.

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Step 44

If the customer is calling to ask for an explanation of the figures we have used and/or the dates we have used

  • explain that the information has been obtained using Pay As You Earn (PAYE) and Department of Works and Pensions (DWP) information

Note: If necessary, use NPS to verify any employment details and amounts.

If the customer is not calling to ask for an explanation of the figures we have used and/or the dates we have used, go to Step 45.

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Step 45

From the explanation given at Step 43, ask the customer if they are disputing the figures we have used

If the customer is disputing the figures we have used, go to Step 46.

If the customer is not disputing the figures we have used

  • end the call
  • update Household Notes with the message SD45 from TCM0172020. For how to do this, use TCM1000001
  • take no further action.

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Step 46

Can the customer give us a satisfactory explanation as to why their income is different from the figures used to finalise the award

Note: This could be because the customer pays into a pension scheme, or has deducted maternity, adoption or paternity pay, or made gift aid contributions. This is not a complete list. Follow the guidance in TCM0322175 for a list of allowable deductions from income.

If you are satisfied with the explanation that the customer has provided, go to Step 47.

If you are not satisfied with the explanation that the customer has provided

  • advise the customer that they will have to send in evidence of their income and/or hours before we can consider updating their claim
  • advise the customer of the postal address and any reference they need to quote
  • update Household Notes with the message SD46 from TCM0172020. For how to do this, use TCM1000001
  • take no further action.

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Step 47

Check and note the customer’s 1SD. For how to do this, use TCM1000002. Check and note the award status. For how to do this, use TCM1000025.

If today’s date is after the customer’s 1SD

  • complete a TC648 with details of the revised income and the explanation of why it is different
  • refer the TC648 over to the Change of Circumstances team to consider making the changes using ‘Establish if a change can be made’ guidance.
  • update Household Notes with the message SD47 from TCM0172020. For how to do this, use TCM1000001
  • take no further action

If today’s date is on or before the customer’s 1SD

  • update ‘Correction’ with all the information you have noted. If you need to update income figures, use TCM1000016. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160
  • complete the amend finish screen. For how to do this, use TCM1000032.
  • update Household Notes with the message SD48 from TCM0172020. For how to do this, use TCM1000001
  • take no further action

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Step 48

If the customer is calling to ask for an explanation of the figures we have obtained and/or the dates we have obtained

  • explain that the information has been obtained using Pay As You Earn (PAYE) and Department of Works and Pensions (DWP) information

Note: If necessary, use NPS to verify any employment details and amounts.

If the customer is not calling to ask for an explanation of the figures we have obtained and/or the dates we have obtained, go to Step 49.

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Step 49

From the explanation given at Step 47, ask the customer if they are disputing the figures we have used.

If the customer is disputing the figures we have obtained and/or the dates we have obtained, go to Step 50.

If the customer is not disputing the figures we have obtained and/or the dates we have obtained

  • end the call
  • update ‘Correction’ with all the information you have noted, except the income figures. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or reducing the hours if the income was below NMW

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • make a note of any income figures that have been challenged with the customer on the TCC50, as you will update the Annual Declaration with these figures when you Capture the Annual Declaration.

Note: In a joint claim, ensure that both customers details are updated.

Note: If NPS showed the employment ended in PY-1, end the employment using the date 06/04/PY, complete a TC648 with the details, and send to Physical Change of Circumstances/Compliance to consider S18 action.

  • update Household Notes with the message SD45 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 60.

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Step 50

Check the customer has given us a satisfactory explanation as to why their income is different from what we have obtained and/or any dates we have stated and/or they can satisfy why the income declared is below NMW.

Note: this could be because the customer pays into a pension scheme, or has deducted any maternity, adoption or paternity pay, or made gift aid contributions. This is not a complete list. Follow the guidance in TCM0322175 for a list of allowable deductions from income

If you are satisfied with the explanation that the customer has provided

  • update any changes in ‘Correction’, except the income figures. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160
  • complete the amend finish screen. For how to do this, use TCM1000032.
  • make a note to process the Annual Declaration with the income that the customer provided in ‘Capture Renewal Declaration’.
  • go to Step 60.

If you are not satisfied with the explanation that the customer has provided

  • advise the customer that they will have to send in evidence of their income and/or hours before we can consider updating their claim
  • advise the customer of the postal address and any reference they need to quote
  • update Household Notes with the message SD50 from TCM0172020. For how to do this, use TCM1000001
  • update the action date to the agreed date in the future. For how to do this, use TCM1000008
  • take no further action.

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Step 51

Check if the customer provided employment income?

If the customer has provided employment income, go to Step 52.

If the customer has not provided employment income, go to Step 54.

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Step 52

Check if the income declared is over the National Minimum Wage (NMW) limits. For how to do this, use TCM0262080 and also the NMW calculator held in the Customer Advisor Guide (CAG).

Note: If the customer is providing evidence of pension contributions or gift aid payments then their income may drop below NMW but because they have provided evidence to suggest why the income should be lower we would accept this.

If the Employment income for either customer is equal to or above the NMW, go to Step 53.

If the Employment income for either customer is below the NMW

  • make a note that you will need to issue out a TCC50 querying the hours worked
  • go to Step 53.

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Step 53

Check NPS for the customer’s income.

If the income is not on NPS

  • make a note that you will accept the figure that the customer has provided
  • make a note that you need to update the Annual Declaration in ‘Capture a Renewal Declaration’ and process it
  • go to Step 54.

If the income declared by the customer is less than what is shown on NPS but is within £500

  • make a note that you will accept the figure that the customer has provided
  • make a note that you need to update the Annual Declaration in ‘Capture a Renewal Declaration’ and process it
  • make a note if you have received a reply from the customer to a TC1221, that you have accepted the customer’s evidence and issue a TC629
  • go to Step 54.

If the income declared by the customer is less than what is shown on NPS and by more than £500

  • where you are dealing with a reply to a TC1221 letter, make a note you will need to issue a TC629
  • make a note that you will need to update and process the Annual Declaration in ‘Capture a Renewal Declaration’
  • go to Step 54.

If the income declared by the customer is more than what is shown on NPS

  • make a note that you will accept the figure that the customer has provided
  • make a note that you will need to update the Annual Declaration in ‘Capture a Renewal Declaration’ and process it
  • make a note if you have received a reply from the customer to a TC1221, that you  have accepted the customer’s evidence and issue a TC629
  • go to Step 54.

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Step 54

Check if you have made a note to issue a letter to the customer.

If you have no letter to issue to the customer, go to Step 55.

If you have to issue a TC629 only

  • look at the evidence the customer has provided with the TC1221. Ensure you check all evidence to see if the explanation for the income discrepancy is satisfactory.
  • issue a TC629. For how to do this, use TCM1000124
  • go to Step 64.

If you have to issue a TCC50 only

  • issue a TCC50 only. Ensure all questions asked are based on the notes you have made. For how to do this, use TCM1000478
  • update Household Notes with the appropriate message, either SD43 or SD44 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

If you have to issue a TC1221 only, go to Step 55.

If you have to issue a TCC50 and a TC1221

  • issue a TCC50 only. Ensure all questions asked are based on the notes you have made. Include the ‘income discrepancy’ questions from the TC1221
  • update Household Notes with the appropriate message, either SD43 or SD44 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

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Step 55

Has the customer provided all the information to process the Annual Declaration?

If the customer has provided all the information to process the Annual Declaration and you have noted that you need to make both changes of circumstances and update income in ‘Correction’

  • from the notes you have made, where necessary apply any changes you need to in ‘Correction’. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or reducing the hours if the income was below NMW

  • from the notes you have made, update the income in ‘Correction’ if necessary. For how to do this, use TCM1000201 and TCM1000202

Note: In a joint claim, ensure that both customers’ details are updated.

Note: If NPS showed the employment ended in PY-1, end the employment using the date 06/04/PY, complete a TC648 with the details, and send to Physical Change of Circumstances/Compliance to consider S18 action.

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • issue a TC1221 only. Ensure all details of income obtained from NPS and/or ADD are shown on the TC1221
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 59.

If the customer has provided all the information to process the Annual Declaration and you have noted that you need to make any changes of circumstances in ‘Correction’ and update income in ‘Capture a Renewal Declaration’

  • from the notes you have made, where necessary apply any changes you need to in ‘Correction’ except the income figures. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100 or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or reducing the hours if the income was below NMW.

Note: In a joint claim, ensure that both customers’ details are updated.

Note: If NPS showed the employment ended in PY-1, end the employment using the date 06/04/PY, complete a TC648 with the details, and send to Physical Change of Circumstances/Compliance to consider S18 action.

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • go to Step 59.

If the customer has provided all the information to process the Annual Declaration and you have noted that you need to make any changes of circumstances only, in ‘Correction’

  • from the notes you have made, where necessary apply any changes you need to in ‘Correction’ except the income figures. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100 or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or reducing the hours if the income was below NMW.

Note: In a joint claim, ensure that both customers’ details are updated.

Note: If NPS showed the employment ended in PY-1, end the employment using the date 06/04/PY, complete a TC648 with the details, and send to Physical Change of Circumstances/Compliance to consider S18 action.

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • go to Step 59.

If the customer has provided all the information to process the Annual Declaration and you have noted that you need to update income only in ‘Correction’

  • from the notes you have made, update the income in ‘Correction’ if you need to. For how to do this, use TCM1000016.

Note: In a joint claim, ensure that both customers’ details are updated.

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • issue a TC1221 only. Ensure all details of income obtained from NPS and/or ADD are shown on the TC1221
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 59.

If the customer has provided all the information to process the Annual Declaration and you have noted that you need to update income only in ‘Capture Renewal Declaration’, go to Step 30.

If the customer has not provided all the information to process the Annual declaration, go to Step 56.

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Step 56

Check if this is the second request for the information.

If you are dealing with a second request for the information

  • check if the information requested is recorded in Household Notes. For how to do this, use TCM1000067.
  • go to Step 58.

If you are not dealing with a second request for the information

  • contact the customer by telephone. For how to do this, use TCM0094080.
  • go to Step 57.

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Step 57

If the customer can be contacted by phone and you can obtain the missing information

  • make a note of all the missing information on a TC648
  • go back to Step 51 and continue.

If the customer cannot be contacted by phone, or contact was unsuccessful

  • issue a second TC664 only. Ensure all questions asked are based on the notes you have made about the missing information
  • update Household Notes with the appropriate message SD34 from TCM0172020. For how to do this, use TCM1000001
  • transfer the ‘Unprocessed S17’ work list item to the ‘Unprocessed S17 Incompatible BF’ MU. Use TCM0322460 for the correct MU number
  • set an action date for 30 days in the future. For how to do this, use TCM1000008
  • take no further action.

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Step 58

If the missing information is contained in Household Notes

  • go back to Step 51 and continue.

If the missing information is not contained in Household Notes

  • use all system information to decide the income/benefits to be used
  • where necessary apply any changes you need to in ‘Correction’. Where you need to amend any dates to make the records correct, follow the guidance in TCM0048100, or if you need to delete any details, follow the guidance in TCM0042160

Note: This includes ending the employment if NPS showed that the job ended in PY or reducing the hours if the income was below NMW.

Note: In a joint claim, ensure that both customers’ details are updated.

Note: If NPS showed the employment ended in PY-1, end the employment using the date 06/04/PY, complete a TC648 with the details, and send to Physical Change of Circumstances/Compliance to consider S18 action.

  • complete the amend finish screen. For how to do this, use TCM1000032.
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 59.

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Step 59

Check to see if an Appeal marker is present.

If there is an Appeal marker present

If there is no Appeal marker present

  • manage finalise and renew the claim. For how to do this, use TCM1000017
  • unless you have not already done so, update Household Notes with the message SD33 or SD38 as appropriate from TCM0172020. For how to do this, use TCM1000001

Note: Only use SD33 or SD38 household notes where you have not used SD41 previously.

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Step 60

Update the Annual Declaration in ‘Capture Renewal Declaration’. For how to do this, use TCM1000006.

  • update the Annual Declaration with the correct details obtained or provided by the customer
  • process the Annual Declaration. For how to do this, use TCM1000015
  • update Household Notes with the message SD38 from TCM0172020. For how to do this, use TCM1000001
  • go to Step 61.

If you are presented with any RTI incompatibility warning messages

  • follow the guidance in TCM0272210.

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Step 61

Check if the work item is still visible on the ‘Unprocessed S17’ work list.

If the work item is no longer visible on the ‘Unprocessed S17’ work list

  • send the correspondence to storage. For how to do this, use TCM0074140
  • take no further action.

If the work item is still visible on the ‘Unprocessed S17’ work list with the reason ‘Incompatible’, go to Step 62.

If the work item is still visible on the ‘Unprocessed S17’ work list with any other reason than ‘Incompatible’

  • transfer the work list item to the relevant MU for that work task. Use TCM0322460 for the correct MU number
  • send the correspondence to storage. For how to do this, use TCM0074140
  • take no further action.

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Step 62

If the claim is finalised

  • transfer the work list item to the ‘Unprocessed S17 phase 2 worked and cleared’ MU. Use TCM0322460 for the correct MU number
  • send the correspondence to storage. For how to do this use TCM0074140
  • take no further action.

If the claim is not finalised

  • refer the case to your TALLO to establish why the claim has not finalised

Note: Where your TALLO can establish the reason why the claim has not finalised, make amendments as necessary to process the declaration.

  • take no further action.

Step 63

Check if the customer has provided a satisfactory explanation about the income discrepancy.

If the customer has provided a satisfactory explanation about the income discrepancy

  • update the figures the customer has provided onto the Annual Declaration and process. For how to do this, use TCM1000015
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • issue a TC629 from SEES. For how to do this, use TCM1000124
  • take no further action.

If the customer has not provided an explanation about the income discrepancy

  • update Correction using information held on our system. For how to do this, use TCM1000016
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • issue a TC629 from SEES. For how to do this, use TCM1000124
  • take no further action.

Step 64

When issuing a TC629 check whether you have you accepted or rejected the customer’s explanation from the TC1221 letter.

If the customer has replied to the TC1221 and provided a satisfactory explanation about the income discrepancy

  • update the figures the customer has provided onto the Annual Declaration and process. For how to do this, use TCM1000015
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • take no further action.

If the customer has replied to the TC1221 and not provided a satisfactory explanation about the income discrepancy

  • update Correction using information held on our system. For how to do this, use TCM1000015
  • update Household Notes with the message SD41 from TCM0172020. For how to do this, use TCM1000001
  • take no further action.