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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Renewals - work lists (Unprocessed): Unprocessed S17 work list - Verification failure

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

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Step 1

If you are dealing with a new work item, go to Step 2.

If you are dealing with a reply to previous enquiry

  • follow the relevant guidance in Application Work Lists to resolve the Verification Failure
  • return to this guidance
  • go to Step 4.

If you are dealing with an expired action date

  • follow the relevant guidance in Application Work List
  • return to this guidance
  • go to Step 4.

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Step 2

Check Verification Failure information. For how to do this use, TCM1000107.

  • make a note of the MU number
  • make a note of the reason for the Verification Failure
  • go to Step 3.

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Step 3

If the reason includes rule 2b, 4, 5 or 12

  • follow the relevant guidance in Application Work Lists to resolve the Verification Failure
  • return to this guidance
  • go to Step 4.

If the reason does not include rule 2b, 4, 5 or 12, go to Step 6.

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Step 4

If the Verification Failure is resolved, go Step 5.

If the Verification Failure is not resolved

  • take no further action

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Step 5

Following the action you have taken check if the PY award has been finalised

If the PY award has been finalised, go to Step 8.

If the PY award has not been finalised and there is no outstanding appeal, go to Step 8.

If the PY award has not been finalised and there is an outstanding appeal, go to Step 7.

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Step 6

Process the annual declaration. For how to do this use TCM1000501.

If the incompatible warning message appears

  • select ‘cancel’
  • follow the guidance TCM0272200.
  • go to Step 8.

If any other warning message appears

  • select the ‘process’ button
  • go to Step 8.

If no warning messages appear

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Step 7

As there is an Appeal outstanding renew CY without finalising PY. For how to do this use TCM1000018.

Note: When the Appeal has been resolved the Appeals team will ‘Finalise’ the PY award

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Step 8

Check if the work item is still visible on the ‘Unprocessed S17’ work list. For how to do this use TCM1000409.

If the work item is no longer visible

  • update Household Notes to record any action taken. For how to do this use TCM1000001
  • close the document on DMS. For how to do this use TCM1000037
  • take no further action.

If the work item is still visible on the ‘Unprocessed S17’ Work List with a new reason

  • transfer the work item to the Appropriate MU for the relevant work list reason. See TCM0322460 for the correct MU number. For how to do this use TCM1000023
  • take no further action.

If the work item is still visible on both the ‘Unprocessed S17’ Work List and the ‘Verification Failures’ Work List

  • transfer the ‘Unprocessed S17’ Work List item to the ‘Unprocessed S17 phase 2 worked and cleared’ MU. See TCM0322460 for the correct MU number. For how to do this use TCM1000023
  • transfer the ‘Verification Failures’ Work List item to the ‘Unprocessed S17 phase 2 worked and cleared’ MU. See TCM0322460 for the correct MU number. For how to do this use TCM1000023
  • take no further action.