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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Specialist areas - Valuables: Birth certificates - replacement requests (AG)

To deal with the need to issue a replacement birth certificate, consider steps 1 to 11.

Step 1

Note: Check Household Notes for any indication that the correspondence may be a foreign document. If it’s a foreign document send the document to the Valuables Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

Try to access Function VIEW APPLICATION using the customer’s details on the correspondence requesting a replacement birth certificate. If you

  • are able to access Function VIEW APPLICATION, go to .
  • aren’t able to access Function VIEW APPLICATION, go to .

Step 2

Go to the Additional Information screen to determine if a contact phone number is available for the customer. You’ll do this by

  • selecting ‘Navigation’ on the toolbar menu
  • selecting ‘Applicant 1 Additional Information’ from the options available. You’ll be taken to the Additional Information screen

    • If there is a phone number, go to .
    • If there isn’t a phone number, go to .

Step 3

Phone the customer. Follow the guidance in TCM0094080. Ask them

  • the approximate date that the birth certificate was sent
  • to which office it was sent - for example, the birth certificate may have been sent to Netherton

and, in case the Valuables Team need to issue the customer with a replacement birth certificate

  • ask them for

    • child’s full name
    • child’s date of birth
    • child’s place of birth
    • father’s full name
    • mother’s full name
    • mother’s maiden name
    • place where the birth was registered
    • type of birth certificate they sent to the office - for example, the long or short version of the birth certificate

then

  • If the customer

    • can’t provide the information requested

    • complete form TC648 stating that the customer can’t provide the information requested
    • store the customer’s request for a replacement birth certificate and the form TC648. Follow the guidance in TCM0074140 
    • take no further action.

    • phones you back with the information, complete form TC648 with the requested information and then go to .
    • can’t be contacted by phone, go to .
    • provides the information requested, complete form TC648 with the requested information and then go to .

Step 4

Write to the customer and ask them for their NINO (if you don’t already have it) and all the information at  

  • make a clerical record of this on form TC648
  • set a clerical BF date for two weeks in the future

    • If the claim is pre-award, use Function CAPTURE APPLICATION and make a note of the information requested from the customer in the Application Notes field

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

    Note: You must include your TCO Service Group and Team details on the note.

    • post award. Use Function MAINTAIN HOUSEHOLD NOTES and make a note of the information requested from the customer

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

    Note: You must include your TCO Service Group and Team details on the note.

then

  • If the information isn’t supplied by the clerical BF date, go to .
  • If the information is supplied, go to .

Step 5

Check form TC648 to detemrine if a reminder has been issued.

  • If a reminder hasn’t been issued, go to .
  • If a reminder has been issued, store the customer’s request for a replacement birth certificate and form TC648. Follow the guidance in TCM0074140. Take no further action.

Step 6

Try to access Function VIEW APPLICATION using the customer’s details on the correspondence requesting a replacement birth certificate. If you

  • are able to access Function VIEW APPLICATION, go to .
  • aren’t able to access Function VIEW APPLICATION, go to .

Step 7

Go to the Additional Information screen to determine if a contact phone number is available for the customer. You’ll do this by

  • selecting ‘Navigation’ on the toolbar menu
  • selecting ‘Applicant 1 Additional Information’ from the options available. You’ll be taken to the Additional Information screen

    • If there is a phone number, go to .
    • If there isn’t a phone number, go to .

Step 8

Phone the customer. Use the guidance in TCM0094080. Ask them

  • the approximate date that the birth certificate was sent
  • to which office it was sent - for example, the birth certificate may have been sent to Netherton

and, in case the Valuables Team need to issue the customer with a replacement birth certificate

  • ask them to confirm

    • if they sent the long or short version of the birth certificate
    • child’s full name
    • child’s date of birth
    • child’s place of birth
    • father’s full name
    • mother’s full name
    • mother’s maiden name
    • place where the birth was registered

then

  • If the customer

    • can’t provide the information

    • complete form TC648 stating that the customer can’t provide the information requested and listed in this guidance
    • store the customer’s request for a replacement birth certificate and the form TC648. Follow the guidance in TCM0074140 
    • take no further action.

    • phones you back with the information, complete form TC648 with the requested information and then go to .
    • can’t be contacted by phone, go to .
    • provides the information requested, complete form TC648 with the requested information and then go to .

Step 9

Send a reminder to the customer asking them for their NINO (if you don’t already have it) and all the information at .

  • make a clerical record of this on form TC648
  • re-set the clerical BF date for a further two weeks in the future

    • If the information isn’t supplied by the clerical Bf date

    • store the customer’s request for a replacement birth certificate and the form TC648. Follow the guidance in TCM0074140 
    • take no further action.

    • If the information is supplied, go to .

Step 10

Phone the Valuables Team requesting they check their records for the dates around the time the customer states they sent the birth certificate to the office to determine if they have a record of it.

Note: If the birth certificate has been sent to another office - for example, Netherton - or there isn’t a record of the birth certificate in the Valuables Team records, phone the other office to determine if they have a record of it.

If the Valuables Team tells you

  • their records confirm that the birth certificate has been returned to the customer, inform the customer of the date that it was returned to them and advise them to contact the Royal Mail
  • their records don’t confirm that the birth certificate has been received in the office, inform the customer that the birth certificate hasn’t been received in the office and advise them to contact Royal Mail
  • their records confirm that the birth certificate has been received in the office but not returned to the customer, the Valuables Team will check their store of unmatched birth certificates. If the birth certificate

    • is found in the Valuables Team store, tell the customer that the birth certificate has been found and will be returned to them. Take no further action.
    • isn’t found in the Valuables Team store, go to .

Step 11

Complete form TC648 asking the Valuables Team to issue the customer with a replacement birth certificate. Send this with the

  • customer’s request for a replacement birth certificate
  • any other correspondence - for example, any written enquires you have sent to the customer.