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HMRC internal manual

Tax Credits Manual

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

Version 1.0

Changes to previous version - Amended guidance. Replaces ‘Renewals - work lists (Unprocessed): Unprocessed S17 work list - S17 logged (AG)’

Checklist

Before you follow this guidance make sure

  • you follow the guidance in TCM0138020 
  • you have the correct user roles to follow this guidance. See 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 are in the correct MU. See 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 / Data Security Team for advice

To deal with an entry on the ‘Unprocessed S17’ Work list with a reason of Logged and to Capture the Annual Declaration

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Step 1

Identify the Work List reason(s), for how to do this use TCM1000004 

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Step 2

If you are dealing with a reply to a previous enquiry, go to Step 7.

If you are dealing with an expired action date, go to Step 3.

If you are dealing with a work item for any other reason, go to Step 4.

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Step 3

Check Household Notes, for how to do this use TCM1000067.

If note SG22 is present, go to Step 11.

If note SG23 is present, go to Step 5.

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Step 4

Check the date the Work List item was created, for how to do this use TCM1000004.

If the item was created less than 5 days ago from today’s date,

  • take no further action.

If the item was created 5 day’s ago or more from today’s date, go to Step 5.

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Step 5

Ask your manager whether a delay in processing has been announced by Senior Management

If there is a delay

  • set an action date on the ‘Unprocessed S17’ Work List for the number of days of the delay, for how to do this use TCM1000008.
  • update Household Notes with the message SG23 from TCM0172040, for how to do this use TCM1000001.
  • take no further action.

If there isn’t a delay

  • go to Step 6.

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Step 6

Establish if two years income is required, for how to do this use TCM1000521.

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Step 7

Check the reply you have received is fully completed.

If the form TC603D or TC603D2 is not fully completed, go to Step 8.

If the form TC603D or TC603D2 is fully completed, go to Step 12.

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Step 8

Contact the customer by telephone for the missing information, for how to do this use TCM0094080.

If all the missing information is provided, go to Step 12.

If all the missing information is provided, but the customer also states that they have a change of circumstances to report

If the missing information is not provided, go to Step 9.

If you can’t contact the customer by telephone, go to Step 10.

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Step 9

  • inform the customer that we will issue a TC664 requesting the missing information
  • advise the customer they can call the Contact Centre with all the required information
  • advise them that if they provide the information late their payments may be stopped,
  • go to Step 10.

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Step 10

  • Issue form TC664 requesting the missing information, for how to do this use TCM1000009 
  • set an action date on the ‘Unprocessed S17 Work List for 30 days in the future, for how to do this use TCM1000008 
  • transfer it to the Unprocessed S17 Unsigned BF MU seeTCM0322460. For how to do this use TCM1000023 
  • update Household Notes with the message SG24 from TCM0172040, for how to do this use TCM1000001 
  • take no further action

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Step 11

Check Household Notes if the missing information has been recorded. For how to do this use TCM1000067 

If the missing information has been recorded, go to Step 12.

If the missing information hasn’t been recorded, go to Step 13.

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Step 12

Capture the renewal details onto the system, for how to do this use TCM1000015.

  • update Household Notes with the standardised message SG27 from TCM0172040, for how to do this use TCM1000001 

If there is an appeal Marker, go to Step 14.

If there is no Appeal Marker, go to Step 15.

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Step 13

If the action date has expired and the CY claim is not terminated

  • transfer the work item to the pending CY Term MU see TCM0322460. For how to do this use TCM1000023 
  • update Household Notes with message SG20 from TCM0172040, for how to do this use TCM1000001 
  • take no further action

If the action date has expired and the CY claim is Finalised or Terminated

  • update Household Notes with message SG26 from TCM0172040, for how to do this use TCM1000001 
  • take no further action

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Step 14

If you noted from Renewals Initial Action that there was an Appeal marker present

  • renew the CY claim only, for how to do this use TCM1000018 
  • update Household Notes with the standardised message SN19 from TCM0172040, for how to do this use TCM1000001 
  • go to Step 15.

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Step 15

Check if the work item is still visible, for how to do this use TCM1000004 

If the item is visible

  • transfer the case to the appropriate Unprocessed S17 MU see TCM0322460. For how to do this use TCM1000023 
  • take no further action

If the item is not visible

  • take no further action