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HMRC internal manual

Tax Credits Manual

Stopping tax credits: work lists (unfinalised): initial action

Checklist

Before you follow this guidance, make sure you

  • have the correct user roles to follow this guidance.

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

If you are following this guidance for the first time, go to Step 2

If you are dealing with an expired action date because the ‘Claim under Enquiry’ or ‘Inhibited’ signal was shown, go to Step 5

If you are dealing with an expired action date because the ‘SCO Enquiry’ signal was shown, go to Step 6

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Step 2

Check and make a note of any signals that have been set. For how to do this, use TCM1000154.

If the ‘Terminated’ signal has been set and the reason for it being set is ‘Compliance Terminated’

  • update Household Notes with the message TI48 from TCM0172020. For how to do this, use TCM1000001
    then
  • transfer the work item to the ‘Miscellaneous - Fully Worked And Awaiting System Deletion’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
  • take no further action.

If the ‘Terminated’ signal has not been set, go to Step 3

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Step 3

If the ‘Under Appeal’ signal is shown, make a note that the case is under appeal then, go to Step 10

If the ‘Claim Under Enquiry’ signal is shown, go to Step 5

If the ‘Inhibited’ signal is shown, go to Step 4

If the ‘Refer to SCO’ signal is shown, go to Step 6

If the ‘Complex Case’ signal is shown, go to Step 8

If the ‘Applicant 1 Deceased or Applicant 2 Deceased’ signal is shown, go to Step 9

If any other circumstances apply, go to Step 10.

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Step 4

Check the reason the Inhibit signal was set. For how to do this, use TCM1000173.

  • where there is a ‘Compliance’ entry in the ‘Actioned by’ field, go to Step 5
  • where there’s a ‘SCO’ entry in the ‘Actioned by’ field, go to Step 6
  • where there is a ‘TCO’ entry in the ‘Actioned by’ field, go to Step 10
  • where there are no entries in the ‘Actioned by’ field or there is an entry for another reason, go to Step 10.

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Step 5

Contact the relevant Compliance Officer to establish if you can continue your action. For how to do this, use TCM1000022.

If the Compliance Officer tells you that you can continue your action

If the Compliance Officer tells you not to continue your action

  • ask the Compliance Officer for a new specific action date
  • set the relevant action date on the Unfinalised In Year S17 work list. For how to do this, use TCM1000008
  • update Household Notes with the message TI50 from TCM0174020. For how to to this use, TCM1000067 
  • take no further action.

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Step 6

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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Step 7

Contact the CIO to establish if you can continue your action

If the CIO tells you to continue your action

If the CIO tells you not to continue your action

  • ask the CIO for a new specific action date
  • set the relevant action date on the Unfinalised In Year S17 work list. For how to do this, use TCM1000008
  • update Household Notes with the message TI52 from TCM0174020. For how to to this use, TCM1000067 
  • take no further action.

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Step 8

Check if the case is a genuine Complex Case. Follow the guidance in TCM0284140 to establish if the case is a genuine complex case.

If it is not a genuine Complex Case, go to Step 10

If it is a genuine Complex Case

  • transfer the work item to the appropriate MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
  • update Household Notes with the message TI53, from TCM0174020. For how to to this use, TCM1000067
  • take no further action.

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Step 9

Transfer the work item to the Miscellaneous - ‘DOD INDICATOR - IN’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023

  • update Household Notes with the message TI54 from TCM0174020. For how to to this use, TCM1000067
  • take no further action.

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Step 10

Check Household Notes for one of the following messages - TI55, TI56, TI57, TI58, TI59 from TCM0174020 that will tell you why the claim needs to be finalised off-system. Make a note of the content. For how to do this use, TCM1000067

  • make a note of any other relevant renewals messages
  • return to the relevant guidance in TCM0270000 that directed you to this guidance.