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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Stopping tax credits: work lists (unfinalised): verification failure

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 worklist when the customer has not returned their Award Declaration by the In Year Specified Date (IYSD) and there is a reason why the tax credits computer cannot finalise UY (the tax year in which the UC Start Date minus 1 day falls)

The tax credits computer cannot finalise UY because there is a verification failure outstanding on the BAU work list. The verification failure work list item must be worked before the case is manually 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 are dealing with a written reply to a verification failure enquiry, go to .

If you have come to this guidance from TCM0354240 and you are resolving the verification failure, 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

Follow the guidance in TCM0076000, TCM0078000 or TCM0080000 for when no reply has been received

  • return to this guidance and go to .

Step 4

Access the ‘Unfinalised IYS17’ work list

  • follow the guidance in TCM0354160 and return to this guidance if applicable
  • go to .

Step 5

Check and make a note of the verification reasons for the work item. For how to do this, use TCM1000107 

Note: Rules 2B, 3, 4, 5 and 12 will stop finalisation of the UY award.

If the verification failure reason is 2B, 3, 4, 5 or 12, go to .

If the verification failure reason is not 2B, 3, 4, 5 or 12, go to .

Step 6

Check if the work item is on the ‘Verification Failures Vantives’ MU. For how to do this, use TCM1000142 

Note: On TCM0322460, the ‘Verification Failures Vantives’ MU is listed as ‘Old Cases Inc Vantive & Unproc/vantives (All categories)’ MU.

  • make a note of the failure reason.

If the work item is on the ‘Verification Failures vantive’ MU, go to .

If the work item is not on the ‘Verification Failures vantive’ MU, go to .

Step 7

Select the ‘VF Navigation Vantives’ MU. For how to do this, use TCM1000142 and TCM1000215 

  • check and make a note of the verification reasons and action date for the work item.

If the verification failure reason on the ‘Verification Failures Vantives’ MU noted in is different to the note you have just made, go to .

If the verification reason on the Verification Failures Vantives’ MU is the same as the reason on the ‘VF Navigation Vantives’ MU

  • set an action date on the ‘Verification Failures’ MU to match the date on the VF Navigation Vantives’ MU. For how to do this, use TCM1000008 

Note: If the date on the VF Navigation Vantives’ MU has expired, contact your TALLO for the correct action date to use.

  • go to .

Step 8

Gather the information needed to resolve the VF. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000 

Note: Do not contact the customer at this point

  • check and make a note of any information recorded in Household Notes to resolve the failure. For how to do this, use TCM1000067 

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

If you have all the information to resolve the verification failure, go to  

If you do not have all the information to resolve the verification failure, go to .

Step 9

Contact the customer and obtain the information to resolve the failures. Follow the guidance in TCM0094080 

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

If you have all the information to resolve the verification failure, go to  

If you do not have all the information as you have had to send a written enquiry, go to .

Step 10

Transfer the work item to the ‘Unfinalised IYS17 Verification Failures BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 

  • go to .

Step 11

Resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000 

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

If you have not come to this guidance from TCM0354240, 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 still on the work list with the reason ‘Man Fin’ and you noted an appeal marker in TCM0354160, go to  

If the work item is still on the work list with the reason ‘Man Fin and Ren’ and you noted an appeal marker in TCM0354160, go to  

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

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 ‘Man Fin’ and you did not note an appeal marker in TCM0354160, go to  

If the work item is still on the work list with the reason ‘Man Fin and Ren’ and you did not note an appeal marker in TCM0354160, go to  

Step 13

Check whether the Award Declaration is reply required or auto-finalisation. For how to do this, use TCM1000585 

If the IYS17 was reply required and you noted an appeal marker in TCM0354160, go to  

If the IYS17 was reply required and you did not note an appeal marker in TCM0354160, go to  

If the IYS17 was auto-finalisation and you noted an appeal marker in TCM0354160, go to  

If the IYS17 was auto-finalisation and you did not note an appeal marker in TCM0354160, go to .

Step 14

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

  • go to .

Step 15

Note: When the appeal has been resolved, the Appeals team will ‘Finalise’ the UY award.

  • go to .

Step 16

Finalise the UY award. For how to do this, use TCM1000573 

  • go to .

Step 17

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

  • transfer it to the ‘Unfinalised IYS17 Worked and Cleared’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • go to .

Step 18

Following your action

  • update Household Notes with the appropriate message - TI44, TI45, TI47 or TI62 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.