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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Stopping tax credits: work lists (unfinalised): unprocessed change of circumstances

Checklist

Before you follow this guidance, make sure you

  • have the correct user roles to follow this guidance. Use 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
  • are in the correct MU. Use TCM0322460 for the correct MU number.

Background

A work list item will populate the Unfinalised IYS17 work list when the customer has not returned their Award Declaration by their In Year Specified Date (IYSD) or the tax credits computer cannot process the reply because there is an unprocessed change of circumstance on the BAU work list. The unprocessed change of circumstances work list item must be worked before the case can be finalised.

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 dealing with an expired action date, go to .

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

If you have come to this guidance from TCM0354240 and you are gathering information to contact the customer, go to .

If you have come to this guidance from TCM0354240 and you are resolving the unprocessed change of circumstances, go to .

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

Step 2

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

If the missing information has been recorded, go to .

If the missing information has not been recorded and a reminder has been sent, go to .

If the missing information has not been recorded and a reminder has not been sent

  • issue a reminder form TC664R
  • use function ‘Maintain Worklist’ to set a further action date for 15 days in the future. For how to do this, use TCM1000008 
  • update Household Notes with the message TI60 from TCM0174020. For how to do this, use TCM1000001 
  • take no further action.

Step 3

If the change of circumstances refers to a family break up or death

  • follow the relevant Changes guidance
  • go to .

If the change of circumstances does not refer to a family break up or death

  • delete the Unfinalised IYS17 UNCOC work item. For how to do this, use TCM1000160 
  • go to .

Step 4

Access the Unfinalised IYS17 work list. Follow the guidance in TCM1000004.

If a relevant worklist item with the reason ‘Unprocessed CoC’ is found

  • return to this guidance
  • go to .

If a relevant worklist item with the reason ‘Unprocessed CoC’ is not found and

  • you have come to this guidance from TCM0354240 

 

  • return to that guidance.
  • take no further action.

Step 5

Access the Unprocessed Change of Circs work list and sort and filter the entries so that the relevant entry is displayed. For how to do this, use TCM1000208.

Make a note of the reason for the work list item. For how to do this, use TCM1000004.

If the work item is on the Unprocessed Change of Circs work list, go to .

If the work item is not on the Unprocessed Change of Circs work list, go to .

Step 6

Check if the work item is on the ‘Unprocessed Change of Circs with Vantives’ MU. For how to do this, use TCM1000142.

Note: On TCM0322460, the ‘Unprocessed Change of Circs with Vantives’ MU is listed as ‘Old Cases Inc Vantive & Unproc or vantives (All categories)’.

If the work item is not on the ‘Unprocessed Change of Circs with Vantive’ MU, go to .

If the work item is on the ‘Unprocessed Change of Circs with Vantive’ MU

  • make a note of the action day set on the work list. For how to do this, use TCM1000215 
  • transfer the Unfinalised IYS17 work item to the IYS17 Navigation Vantives MU. For how to do this, use TCM1000023 
  • set an action date on the transferred work item to the same date as you noted had been set on the ‘Unprocessed Change of Circs with vantive’ MU. For how to do this, use TCM1000008 
  • go to .

Step 7

Check Household Notes for any information relating to the unprocessed change of circumstances. For how to do this, use TCM1000067.

If you have come to this guidance from TCM0354240, return to that guidance.

If you have the information needed to deal with the work item, go to .

If you do not have the information needed to deal with the work item, go to .

Step 8

Contact the customer and obtain the information to resolve the ‘Unprocessed Change of Circs’ work item. Follow the guidance in TCM0094080.

Note: If TCM0094080 instructs you to send a written enquiry to the customer, send form TC664 to obtain the information needed.

If you contacted the customer by phone and they were able to provide the required information, go to .

If you contacted the customer by phone and they will call back with the required information

  • transfer the Unfinalised IYS17 work list item to the ‘Unfinalised IYS17 BF’ MU and set an action date for 14 days in the future. For how to do this, use TCM1000023 and TCM1000008 
  • go to  

If you contacted the customer by sending a TC664

  • transfer the Unfinalised IYS17 worklist item to the ‘Unfinalised IYS17 BF MU’ and set an action date for 14 days in the future. For how to do this, use TCM1000023 and TCM1000008 
  • go to .

Step 9

Resolve the Unprocessed Change of Circumstances. Follow the guidance in TCM0370560 to apply the change.

If you were not directed to this guidance from TCM0354240, go to .

If you were directed to this guidance from TCM0354240, return to that guidance.

Step 10

Determine whether you noted an appeal marker was present in TCM0354160.

If you noted an appeal marker was present in TCM0354160, go to .

If you did not note an appeal marker in TCM0354160, go to .

Step 11

Finalise the award on the tax credits computer. For how to do this, use TCM1000573 

  • go to .

Step 12

Check if the work item is still on the Unfinalised IYS17 work list. For how to do this, use TCM1000142.

If the work item is not still on the work list, go to .

If the work item is still on the work list with the reason ‘Unprocessed COC’ 

  • transfer it to the ‘Worked and Cleared’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • go to .

If the work item is still on the work list with the reason ‘APP’, go to .

If the work item is still visible with any reason other than ‘Unprocessed COC’ or ‘APP’

  • transfer it to the ‘Rogue’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • go to .

Step 13

Following your action

  • update Household Notes with the appropriate message - TI44, TI45, TI47, TI61 or TI29 from TCM0174020. For how to do this, use TCM1000001 

Note: If these Household Notes do not cover the action you have taken, record any additional action using the ‘General’ category.

  • take no further action.