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HMRC internal manual

Tax Credits Manual

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

Version 1.0

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

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

Step 1

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

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 .

If you are dealing with an expired action date

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

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

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 .

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

Step 4

If the Verification Failure is resolved, go .

If the Verification Failure is not resolved

  • take no further action

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 .

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

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

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 .

If any other warning message appears

  • select the ‘process’ button
  • go to .

If no warning messages appear

  • go to .

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

  • update Household Notes with message SJ05 fromTCM0172060. For how to do this use TCM1000001.
  • send any relevant correspondence to storage. For how to do this use TCM0074140.
  • go to .

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.
  • send any 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 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