TCM0370360 - Stopping tax credits: work lists (unprocessed): incomplete or unsigned
Archived 19/07/2016
Checklist
Before you follow this guidance, make sure
- you follow the guidance in TCM0138020
- you follow the guidance in TCM0346560
- 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
- you are in the correct MU. Use TCM0322460 for the correct MU number.
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
Check the correct award version details. For how to do this, use TCM1000599
- make a note of the correct award version
- go to Step 2.
Step 2
If the work item details shows that the Award Declaration is Unsigned only, go to Step 3.
If the work item details show that the Award Declaration is Unsigned and Incomplete, go to Step 3.
If the work item only shows that the Award Declaration is incomplete, go to Step 3.
Step 3
If you are dealing with a new work item, go to Step 7.
If you are not dealing with a new work item, go to Step 4.
Step 4
If you have received the RDC image scan for a case, go to Step 11.
If you have issued a TCC50 and the action date has expired, go to Step 44.
If you have issued a TC664 and the action date has expired, go to Step 45.
If you are dealing with a reply to a TCC50, go to Step 49.
If you are dealing with a reply to a TC664, go to Step 50.
If you are dealing with a piece of correspondence or a telephone call, from the customer after they have received a TC1221, asking for an explanation of the figure we have used to finalise their claim, go to Step 56.
If the enquiry has been returned RLS (Returned Letter Service), go to Step 5.
Step 5
Search for new address by following the guidance in TCM0184200 and return to this step.
If a new address is not found, go to Step 6.
If a new address is found
- check Household Notes and make a note of the original letter that was issued. For how to do this, use TCM1000001
- go to Step 33.
Step 6
Check the customer’s IYSD. For how to do this, use TCM1000590.
If the status of the award declaration is PY not Finalised and after the customer’s IYSD, follow the guidance in TCM0264160 from Step 2.
If the status of the award declaration is PY not Finalised and on or before the customer’s IYSD
- transfer the work item to the ‘Pending CY Term’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- set the relevant action date. For how to do this, use TCM1000008
- take no further action.
Step 7
Access the relevant declaration details. For how to do this, use TCM1000593.
If the message ‘There are no outstanding IY award declarations for this household’ displays, go to Step 8.
If the message ‘This barcode has been superseded’ displays, follow the guidance in TCM0338040.
If a message does not display, go to Step 9.
Step 8
Check how many declarations have been received. For how to do this, use TCM1000588.
If there is more than one Award Declaration, follow the guidance in TCM0370280.
If there is only one Award Declaration, return to TCM0346560 at Step 7.
Step 9
Check and make a note of any of the following information. For how to do this, use TCM1000005
- work details for customer or customers including hours worked history details
- income and benefit details for customer or customers including Qualifying benefit history details
Note: RTI figures may have been obtained and used as part of the award declaration. If figures have been used on the award declaration then you can view any figures used by following TCM1000571
- go to Step 10.
Step 10
Check if there are any question mark (‘?’) entries in any of the income fields.
If there are not any question mark entries, go to Step 11.
If there are any question mark entries
Note: A question mark (‘?’) is input into any of the income fields by Rapid Data Capture or a Fujitsu operator when the entry within that field is unreadable or the customer has stated their income was £63,000 or more.
- do not remove the entries
- request the image scan of the award declaration following the guidance in TCM0074060
- set an action date of seven days in the future. For how to do this, use TCM1000008.
Note: The RDC image should be received within seven days. If it has not, you should extend the action date until received.
- transfer the work item to the ‘Unprocessed IYS17 - Incomplete BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- take no further action.
Step 11
Check and note if the customer has answered the personal circumstances question correctly.
Note: The personal circumstances or Statement of Circumstances are known as ‘SOC correct’ on the computer system and will be identified by a tick in the box within the ‘SOC correct’ field. Only one of the boxes should be ticked.
If only one SOC box has been ticked
- go to Step 12.
Note: This is not the reason for the Incomplete work list item.
If no SOC boxes have been ticked
- make a note of this as you may need to confirm the correct answer with the customer if you have other queries that you to contact them about
- go to Step 12
Note: If this is the only Incomplete reason then you can accept that the customer circumstances are correct.
If both SOC boxes have been ticked
- make a note as you will need to confirm the correct answer with the customer
- go to Step 12
Note: Check if any Incompatibility’s exist on the claim once the Incomplete reasons have been resolved, as these will need to be investigated and actioned before finalisation can occur.
Step 12
Check if any of the UY income fields have any inappropriate zeros.
Note: This includes zeros by themselves in any fields other than self employed or the other income fields. This also includes any decimal points followed by zeros or figures, that is, £20000(.00) or £20000(.95).
If there are any inappropriate zeros entered in the income fields
- make a note of any inappropriate zero entries.
- go to Step 13.
If there are not any inappropriate zeros entered in the income fields, go to Step 13.
Step 13
Check ADD to establish if there was a Qualifying benefit for the whole of the award period.
Note: Qualifying benefits are Income Support, Income-based JSA, Income-based ESA and Pension Credit.
Note: This can be a combination of the above benefits, for either customer, as long as the whole of the award period is covered.
Note: The award period refers to the full period that the tax credits were in payment. For example, if the claim started 01-12-2012 and continued to 03-02-2013, the 2012-2013 award period would be 01-12-2012 to 03-02-2013.
If ADD shows that there is no Qualifying benefit in payment for any of the award period, go to Step 19.
If ADD shows that there was a Qualifying benefit in payment for the household, for the whole of the award period, go to Step 14.
If ADD shows that there was a Qualifying benefit in payment for the household, for part of the award period, go to Step 16.
Step 14
Check if the benefit details on ADD match those on Correction and Capture In Year S17 Notice. For how to do this, use TCM1000005 and TCM1000593.
If the Qualifying benefit details on ADD match those in Correction and on the Award Declaration, go to Step 19.
If the Qualifying benefit details on ADD do not match those in Correction and on the Award Declaration, go to Step 15.
Step 15
If the Qualifying benefit details are not showing in Correction or on the Award Declaration
- make a note you will need to contact the customer over the phone or on a TC664 to confirm the Qualifying benefit details
- go to Step 19.
If the Qualifying benefit details held in Correction do not match the Qualifying details held on ADD
- make a note that you will need to tick the relevant Qualifying benefit details box in Capture In Year S17 Notice
- go to Step 19.
If the Qualifying benefit details are not declared in Correction but are declared on the Award Declaration
- update Correction with the relevant Qualifying benefit details so that they match ADD. For how to do this, use TCM1000005
Note: Where the Qualifying benefit started prior to the start of the tax year, then use 06-04-PPYY as the start date.
- go to Step 19.
If the Qualifying benefit details have not been declared on the Award Declaration, but are showing in Correction and you have confirmed the information on ADD
- make a note that if you are directed to process the award declaration you will need to tick the relevant Qualifying benefit box in Capture In Year S17 Notice
- go to Step 19.
Step 16
Check if the Qualifying benefit is still in payment on ADD
If the Qualifying benefit is not in payment on ADD, go to Step 17.
If the Qualifying benefit is still in payment on ADD, go to Step 18.
Step 17
If the Qualifying benefit details are not recorded in either Correction or on the Award declaration
- make a note that there is no need to update any benefit details
- go to Step 19.
If the Qualifying benefit details are recorded on the Award declaration
- make a note that you will need to remove the tick from the Qualifying benefit details within Capture In Year S17 Notice
- go to Step 19.
If the Qualifying benefit details are in Correction and the benefit has now ceased
- remove the tick from the Qualifying benefit box in Capture In Year S17 Notice. For how to do this, use TCM1000593
- consider and make a note of the end date to enter in Correction. For how to do this, follow the guidance in TCM0042260
- apply the change you have noted. Follow the appropriate Changes guidance
- go to Step 19.
If the customer has Qualifying benefit details in Correction for PY and there is no evidence of Qualifying benefits on ADD, you will need to update Correction and the Award declaration in Capture In Year S17 Notice
- remove the tick from the Qualifying benefit box in Capture In Year S17 Notice. For how to do this, use TCM1000593
- consider and make a note of the end date to enter in Correction. For how to do this, follow the guidance in TCM0042260
- apply the change you have noted. Follow the appropriate Changes guidance
- go to Step 19.
Step 18
If the customer has declared a Qualifying benefit on their award declaration
- apply the changes, as appropriate. Follow the appropriate Changes guidance. Use the received date of the award declaration as the date you were notified of the change.
Note: You must consider the normal backdating rules whenever you make a change to UY.
- remove the tick from the Qualifying benefits field in Capture In Year S17 Notice. For how to do this, use TCM1000593
- go to Step 19.
If the customer has not previously notified us of being on a Qualifying benefit, either in Correction or on their award declaration
- make a note you will need to contact the customer over the phone or on a TC664 to confirm the Qualifying benefit details
Note: If you are directed to process the award declaration you do not need to tick the relevant Qualifying benefit box in Capture In Year S17 Notice.
- go to Step 19.
Step 19
Check ADD to see if there are any Taxable social security benefits (TSSB), other income or state benefits showing for UY.
If there are no TSSBs, other income or state benefits showing, go to Step 20.
If there are TSSBs, other income or state benefits showing, and the totals for either customer showing in ADD, is higher that the customer has declared
- make a note of the details
- go to Step 20.
If there are TSSBs, other income or state benefits showing and the totals for either customer showing in ADD is the same or lower than the customer has declared, go to Step 20.
Step 20
Check if either customer has a live employment record for UY showing on NTC. For how to do this, use TCM1000005.
If the customer has a live employment record on NTC for UY, go to Step 21.
If the customer does not have a live employment record on NTC for UY, go to Step 22.
Step 21
Check the National Insurance and Pay As You Earn service (NPS) or FBI e Filestore, for both customers.
If NPS or FBI e Filestore shows a live employment record for either customer for UY, go to Step 22.
If NPS or FBI e-Filestore does not show a live employment record for either customer for UY
- make a note that you will need to issue a TCC50 to the customer querying their employment details
- go to Step 27.
Step 22
Check NPS or FBI e Filestore to verify employment income for both customers for UY if appropriate.
Note: RTI figures may have been obtained and used as part of the award declaration. If figures have been used on the award declaration then you can view any figures used by following TCM1000571
Note: To check employment income always use the P14 summary screen, where there is live employment on P14 but no income, check the Real Time Information screen (RTI) for any income details.
If either customer has declared no income or Qualifying benefits and there is no evidence of employment income or benefits on NTC or NPS, go to Step 27.
If either customer has declared no income and there is no evidence of employment income on NPS and no employment details on NTC, but either customer is in receipt of a Qualifying benefit for the full award period or in receipt of any TSSBs, go to Step 27.
If either customer has declared self-employment income and self-employment details are present in Correction, go to Step 27.
If the employment income held on NPS for either customer is equal to or higher than that declared on their Award Declaration
- make a note of the income figure
- go to Step 23.
Step 23
Check NTC for any work details for either customer. For how to do this, use TCM1000012.
If there are work details for either customer on NTC, go to Step 24.
If there are no work details for either customer on NTC, go to Step 25.
Step 24
Access the NMW Calculator in SEES to check for national minimum wage details.
If the income held on NPS or FBI e Filestore is equal to or higher than the equivalent national minimum wage for the hours worked, go to Step 27.
If the income held on NPS or FBI e Filestore is less than the equivalent national minimum wage for the hours worked
- make a note that you will need to issue a TCC50 to query the hours worked by either customer
- go to Step 27.
Step 25
Check if the employment shown on NPS or FBI e Filestore is still live.
If the employment is still live
- make a note of the income found
- make a note that you will need to contact the customer by phone or issue a TC664 to query either customers employment details
- go to Step 27.
If the employment is not live
- make a note of the income found and that the income will need to be updated in ‘Correction’
- make a note that you may need to issue a TC1221 to either customer
- go to Step 27.
If there is no income data showing but there is live employment or the income showing is lower than that declared by either customer on their Award declaration, go to Step 26.
Step 26
Check if either customer has declared any employment income for UY
If either customer has declared employment income for UY, go back to Step 24.
If either customer has not declared any employment income for UY
- make a note that you will need contact the customer by phone or on a TC664 for their employment income
- make a note that if there is live employment details showing you will need to contact the customer by phone or on a TC664 for their employment details
- go to Step 27.
Step 27
Check the notes you have made and decide if customer contact is appropriate
If you need to contact either customer by telephone, follow the guidance in TCM0094080
Note: If you need to challenge the income figure with either customer, follow TCM0322175 to consider any allowable deductions from income
- go to Step 28.
If you do not need to contact either customer, go to Step 30.
Step 28
If you were unable to contact the customer
- make a note that you will need to issue a TC664 Renewals for the missing information
- go to Step 30.
If you were able to contact the customer but all the information was not obtained
- make a note that you will need to issue a TC664 Renewals for the missing information
- go to Step 30.
If you were able to contact the customer and obtain all the missing information, go to Step 29.
Step 29
If the customer has provided self-employment details, employment details, another change of circumstances or stated that their SOC was incorrect
- apply the changes. For how to do this, follow TCM0042260.
Note: You must consider the normal backdating rules whenever you make a change to UY.
- then return to this guidance and continue through this step.
If the customer has provided employment income details, go back to Step 22.
If the customer tells you that they did not have any income or benefits for the whole of the award period and we have confirmed this in NPS or ADD, and we have no employment or self-employment details on NTC
- we will need to action their claim by showing that they received £1 in other income in UY
- this is an administrative action and will not affect their entitlement
- update Household notes with the message TI30 from TCM0174020. For how to do this, use TCM1000001
- go to Step 34.
Step 30
If you have identified the Incomplete reasons, are satisfied with the income declared by either customer and have all the information required to process the Award Declaration, go to Step 31.
If you have identified the Incomplete reason and have not previously noted that you need to issue TC664 or a TCC50, go to Step 31.
If you have identified the Incomplete reasons and have previously noted that you need to issue TC664 or a TCC50, go to Step 32.
Step 31
Consider any TSSBs and employment income you have obtained from NPS, FBI e-Filestore or ADD against what either customer has declared on their Award declaration. Use TCM0322175 to consider any allowable deductions from income
If any of the TSSB or employment income figures obtained from these sources is more than what either customer has declared on their Award declaration, and the difference is £500 or more and you have identified that the difference is due to allowable deductions from income you can make
- make a note that you can process the Award declaration with the income details that the customer has provided
- go to Step 34.
If any of the TSSB or employment income figures obtained from these sources is more than what either customer has declared on their Award declaration, and the difference is £500 or more and you have identified that there are no allowable deductions from income that you make
- make a note of the new TSSB, employment income figure you have obtained, and any other income figure details declared by either customer that you need to update
- make a note that you will need to issue a TC1221 to the customer whose income figure you have corrected
- go to Step 33.
If any of the TSSB or employment income figures obtained from these sources is more than what either customer has declared on their Award declaration, and the difference is less than £500
- make a note that you can process the Award declaration with the income details that the customer has provided
- go to Step 34.
If any of the TSSB or employment income figures obtained from these sources is less than what either customer has declared on their Award declaration
- accept the figure that the customer has declared on their Award declaration
- go to Step 34.
Step 32
Consider any TSSBs and employment income you have obtained from NPS, FBI e Filestore or ADD against what either customer has declared on their Award declaration.
If any of the TSSB or employment income figures obtained from these sources is £500 or higher than what either customer has declared on their Award declaration
- make a note that you will need to issue a TCC50 with the new TSSB, employment and any other income figures that you have obtained
- go to Step 33.
If any of the TSSB or employment income figures obtained from these sources are less than £500 from what either customer has declared on their Award declaration
- make a note that if you are not issuing a TC664 for missing income, or a TCC50 for income below NMW for hours worked, then you will accept the customers income
- go to Step 33.
Step 33
Using the notes that you have made, issue the required letter to the customer.
If you have noted that you need to issue a TC664
- complete and send TC664 Renewals ensuring all the relevant questions are asked. For how to do this, use TCM1000009.
Note: For every TC664 issued always select the stopping tax credit payments paragraph.
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI31
- take no further action.
If you have noted that you need to issue a TCC50 only
- complete and send TCC50 ensuring all the relevant questions are asked. For how to do this, use TCM1000478.
Note: This could be any information either customer has already indicated on their Award declaration, or that you have obtained from our systems, relating to other income or TSSBs.
Note: If necessary this should also detail that, our records show that their employment ended in UY.
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI32
- take no further action.
If you have noted that you need to issue a TC664 and a TCC50.
Note: You will only use a TCC50 if in previous steps you did not note that customer contact is required. If you have noted throughout the previous steps that a TCC50 and TC664 are required, you should include all relevant information on the TC664. Do not issue both letters.
- complete and send TC664 Renewals ensuring all the relevant questions are asked. For how to do this, use TCM1000009.
Note: For every TC664 issued always select the stopping tax credit payments paragraph.
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI31
- take no further action.
If you have noted that you need to issue a TC1221 only
- access ‘Correction’. For how to do this, use TCM1000005
- update all the income figures that you noted earlier and ensure all other income fields declared on the Award declaration are updated in ‘Correction’. For how to do this, use TCM1000201
Note: RTI figures may have been obtained and used as part of the award declaration. If figures have been used on the award declaration then you can view any figures used by following TCM1000571
- ensure any change of circumstances have been applied
- issue a TC1221. For how to do this, use TCM1000124
- update Household notes with the message TI33
- go to Step 40.
If you have noted that you need to issue a TC1221 and a TC664
Note: You will need to issue a TC664 only. You should include all relevant information from the TCC50 on the TC664.
Note: Do not update Correction or Capture In Year S17 Notice with any revised figure you have obtained. As you are contacting the customer, you will need to ask for this information on the TC664.
- complete and send TC664 Renewals ensuring all the relevant questions are asked. For how to do this, use TCM1000009.
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI21
- take no further action.
If you have noted that you need to issue a TC1221 and a TCC50.
Note: You will need to issue a TCC50 only. Where you have noted that you need to issue a TC1221, you will need to include these questions within the TCC50.
- complete and send TCC50. For how to do this, use TCM1000478
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI22
- take no further action.
If you have noted that you do not need to issue out any letter.
- go to Step 34.
Step 34
Update the award declaration in Capture In Year S17 Notice. For how to do this, use TCM1000593.
If the customer confirmed their income and benefits details for UY.
- capture the correct declaration details. For how to do this, use TCM1000600.
Note: RTI figures may have been obtained and used as part of the award declaration. If figures have been used on the award declaration then you can view any figures used by following TCM1000571
Note: Make sure that the UY details are entered into the relevant customer 1 and customer 2 fields.
- remove any question marks (?) and replace them with the information that the customer confirms it should have been
- update Household Notes with the appropriate message (or messages) TI34 and TI35
- go to Step 35.
If the customer confirmed that they did not have any income for UY and that they were or were not in receipt of any benefits for the whole of the award period and are still eligible up until the end of UY
- treat it as no income for the whole of that award on the ‘Income and Benefits’ screen
- enter ‘£1’ in the UY Other Income field
- update Household Notes with the appropriate message (or messages) TI30 and TI36
- go to Step 35.
Step 35
If there are not any inappropriate zeros or decimals entered in the income fields, go to Step 36.
If there are any inappropriate zeros entered in the income fields
- delete the zeros and decimals from the appropriate monetary fields
Note: Do not remove any zero in the Self-employed field if self-employed income is zero or a loss.
- go to Step 36.
Step 36
If you noted earlier that either customer confirmed that they were in receipt of a Qualifying benefit for the full award period
- ensure the tick is entered into the relevant qualifying benefit box
- go to Step 37.
If you noted earlier that either customer were in receipt of a Qualifying benefit for the full award period on Correction and you confirmed this in ADD
- ensure the tick is entered into the relevant qualifying benefit box
- go to Step 37.
If you noted earlier that either customer were not in receipt of a Qualifying benefit for the full award period
- ensure the tick is removed from the relevant qualifying benefit box
- go to Step 37.
Step 37
If the customer has previously ticked both the ‘Yes’ and ‘No’ checkboxes in answer to the Declaration SOC correct checkboxes
- remove the incorrect tick so that the customer’s correct answer to the question remains on the ‘Declaration’ screen
- go to Step 38.
If the customer has only ticked one of the Declaration SOC correct checkboxes, go to Step 38.
If the Declaration SOC correct box has no tick in either the ‘Yes’ or ‘No’ checkboxes
- enter a tick in the ‘Yes’ checkbox
- go to Step 38.
Step 38
If the signature box on the ‘Declaration’ screen is ticked, go to Step 39.
If the signature box on the ‘Declaration’ screen is not ticked
- select the ‘Yes’ signature box (or boxes)
- go to Step 39.
Step 39
Complete the ‘Change Source’ field with the source of the new information on the ‘Declaration’ screen and select ‘Process’.
Note: Select ‘Paper’ if there was no customer contact made or a letter was issued. Select ‘telephone’ if customer was contacted by phone.
If you receive a warning message, go to Step 42.
If you do not receive a warning message, go to Step 41.
Step 40
Manage finalise the award.
If there is an Appeal marker present
- go to Step 41.
If there is no Appeal marker present
- finalise the claim. For how to do this, use TCM1000573
- go to Step 41.
Step 41
Check if the work item is still on the Unprocessed IYS17 work list. For how to do this, use TCM1000004.
If the work item is not showing on the work list, go to Step 43.
If the work item is still showing for the same work list reason
- refer the case to your TALLO to establish why the claim has not finalised.
Note: If your TALLO cannot establish the reason why the claim has not finalised, refer the case to your Technical Team for assistance.
Note: If your TALLO can establish the reason why the claim has not finalised, make amendments as necessary to process the declaration.
- go to Step 43.
If the work item is showing with the reason of ‘Appeal’ only
- update Household Notes with the message TI37
- go to Step 42.
If the work item is showing with any reason other than ‘Appeal’
- transfer it to the appropriate MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household Notes with the appropriate message from the notes you made
- go to Step 43.
Step 42
If you are presented with any RTI incompatibility warning messages
- follow the guidance in TCM0370320
If any other messages appear
- select ‘Yes’ or ‘OK’ as appropriate
- go to Step 43.
Step 43
Update Household Notes with
- the message TI35
Note: You will only need to enter this note if you have not already done so.
- any action that you have not already recorded. For how to do this, use TCM1000001
- send any relevant correspondence to storage, follow the guidance in TCM0074140
- take no further action.
Step 44
Use NPS, FBI e Filestore and ADD to check what income or benefits are to be used
- using those details, update Correction with any relevant changes. For how to do this, use TCM1000005.
Note: In a joint claim ensure that both customers’ details are updated.
If NPS showed the employment ended in PY-1 and the Tax credit award was in payment in PY-1 or earlier
- end employment from 06/04/PPYY
- complete a TC648 with the details of the change
- send the information to Change of Circumstances or Compliance area to consider any S18 action
- go to Step 54.
Step 45
Check Household notes to see if either customer has not responded to our request for information. For how to do this, use TCM1000067
- check the notes to determine what enquiry was made and the reasons for that enquiry
- check the notes for an RLS message. Where there is an RLS note, follow the guidance in TCM0184200
- check if the missing information is recorded on Household Notes.
If the missing information is on Household notes, go to Step 46.
If the missing information is not on Household notes, go to Step 48.
Step 46
If the customer did not report a change of circumstances when providing all the details, go to Step 47.
If the customer did report a change of circumstances when providing all the details
- follow the guidance in TCM0042260
then
- return to this guidance and go to Step 47.
Step 47
Check the income and benefits that either customer has provided on the TC664 against the income and benefits on NPS, FBI e Filestore and ADD.
Note: Ensure the income declared and the income held on NPS or FBI e Filestore meets NMW rates. Use the NMW tables that are listed within the Customer Advisor Guide (CAG) Toolkit.
If the total household income declared is less than the income obtained from NPS, FBI e-Filestore or ADD, but the difference is £500 or more, go back to Step 11.
If the total household income declared is less than the income obtained from NPS, FBI e-Filestore or ADD, but the difference is less than £500 and it satisfies NMW, go to Step 53.
Step 48
Check the customers IYSD and the status of the renewal. For how to do this, use TCM1000590 and TCM1000594.
If the status of the renewal is PY not finalised and after the customer’s IYSD
- follow the guidance in TCM0264160from Step 2.
If the status of the renewal is PY not finalised and on or before the customer’s IYSD
- transfer the work item to the ‘Pending CY Term’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- set the relevant action date. For how to do this, use TCM1000008
- take no further action.
Step 49
Check if the work item shows the IYS17 is unsigned as well as Incomplete
- make a note that you may need to tick the signature box
If the customer has replied to the TCC50, they have provided acceptable evidence of their income or details, and you are satisfied with the evidence, go to Step 53.
If the customer has replied to the TCC50, they have provided evidence of their income or details, but you are not satisfied with the evidence, go to Step 53.
If the customer has replied to the TCC50, they have provided evidence of their income or details but you are unsure if the evidence is acceptable
- pass the details to your TALLO who will contact the Local Compliance officers for instructions
- BF the case for 2 weeks until the TALLO advises you what action to take
- take no further action.
Step 50
Check if the customer has provided all the details needed to complete the IYS17.
If the customer has returned the TC664 but not provided all the details needed to complete the IYS17 and this is the first TC664 we have issued
- re-issue the TC664 Renewals. For how to do this, use TCM1000009.
Note: For every TC664 issued always select the stopping tax credit payments paragraph.
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- if the work item is not already in the Incompletes BF MU, then transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI31
- take no further action.
If the customer has returned the second TC664 but still has not provided all the details needed to complete the IYS17, go back to Step 48.
If the customer has returned the TC664 confirming that the SOC are correct and this was the only query
- make a note of this
- go to Step 53.
If the customer has returned the TC664 and has provided all the missing information, go to Step 51.
Note: You may be able to obtain the information by contacting the customer on the telephone if this is appropriate.
Step 51
If the customer did not report a change of circumstances when providing all the details, go to Step 52.
If the customer did report a change of circumstances when providing all the details
- follow the guidance in TCM0042260
then
- return to this guidance and go to Step 52.
Step 52
Check the income or benefits that either customer has provided on the TC664 against the income and benefits on NPS, FBI e Filestore and ADD.
Note: RTI figures may have been obtained and used as part of the renewal. If figures have been used on the renewal then you can view any figures used by following TCM1000571
Note: Ensure the income declared and the income held on NPS or FBI e-Filestore meets NMW rates. Use the NMW tables that are listed within the Customer Advisor Guide (CAG) Toolkit.
If the total household income declared is less than the income obtained from NPS, FBI e-Filestore or ADD, but the difference is £500 or more and it satisfies NMW
- update the income details in Correction. For how to do this, use TCM1000005
- go to Step 54.
Note: Do not amend the details via Capture In Year S17 Finalisation.
If the total household income declared is less than the income obtained from NPS, FBI e-Filestore or ADD, but the difference is less than £500 and it satisfies NMW, go to Step 53.
If the total household income does not satisfy NMW for hours worked and/or NPS shows that the employment has ended
- issue a TCC50 to either customer making reference to the income/and or employment details you have obtained. For how to do this, use TCM1000478
- set an action date for 30 days in the future. For how to do this, use TCM1000008
- if the work item is not already in the Incomplete BF MU, then transfer the work item to the ‘Unprocessed IYS17 - Incompletes BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household notes with the message TI32
- take no further action.
Step 53
Update the Award declaration with the information you have. For how to do this, use TCM1000600
- delete the zeros or decimals from the appropriate monetary fields.
Note: Do not remove any zeros in the self-employed field if self-employed income is zero or a loss.
- delete any inappropriate question marks if applicable
- tick ‘Yes’ in the signature box if you made a note of this in Step 49
- tick ‘Yes’ in the SOC box if you made a note of this in Step 50
- update Household notes with the message TI35
- go to Step 55.
If you are presented with any RTI incompatibility warning messages
- follow the guidance in TCM0370320
If the customer confirmed that they did not have any income or receive any Qualifying benefits for the whole award period and this was verified as correct following NPS, FBI e-Filestore or ADD checks
- treat it as no income for the whole of that award on the ‘Income and Benefits’ screen
- enter ‘£1’ in the UY Other Income field
- enter ‘0’ (zero) in the UY-1 Other Income field
- update Household Notes with the appropriate message TI30
- go to Step 57.
Step 54
Manage finalise the award.
If there is an Appeal marker present
- go to Step 55.
If there is no Appeal marker present
- finalise the claim. For how to do this, use TCM1000573
- go to Step 55.
Step 55
Check if the work item is still on the Unprocessed IYS17 work list. For how to do this, use TCM1000004.
If the work item is not showing on the work list, take no further action.
If the work item is still showing for the same work list reason
- refer the case to your TALLO to establish why the claim has not finalised.
Note: If your TALLO cannot establish the reason why the claim has not finalised, refer the case to your Technical Team for assistance.
Note: If your TALLO can establish the reason why the claim has not finalised, make amendments as necessary to process the declaration.
- take no further action
If the work item is showing with the reason of ‘Appeal’ only
- update Household Notes with the message TI37
- take no further action.
If the work item is showing with any reason other than ‘Appeal’
- transfer it to the appropriate MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Household Notes with the appropriate message from the notes you made
- take no further action.
Step 56
Check the figures we have used to finalise the customer’s claim
Note: The customer could have paid into a pension scheme or was on maternity leave in UY.
If the customer accepts the figures we have used in finalising their claim, or does not accept the figures but cannot provide an explanation for the discrepancy
- update Household Notes with the message TI38
- take no further action.
If the customer provides an explanation for the discrepancy but you are not happy with the explanation
- advise the customer that they will need to send in evidence of their income to allow us to consider updating their claim
- advise the customer of our postal address and their reference
- update Household Notes with the message TI39
- take no further action.
Note: If the customer has written to us querying the figures we have used, then contact the customer by letter using the blank SEES letter template, asking for an explanation of the discrepancy.
If the customer provides an explanation for the discrepancy in the figures and you are happy with the explanation, go to Step 57.
Step 57
Check the customer’s IYSD. For how to do this, use TCM1000590.
If today’s date is on or before IYSD
- update the income in Correction. For how to do this, use TCM1000201
- update Household Notes with the message TI41
- take no further action.
If today’s date is after IYSD
- complete a TC648 with details of the revised income and the explanation of why it is different
- refer the TC648 over to the Change of Circumstances team to consider making the changes using ‘Establish if a change can be made’ guidance.
- update Household Notes with the message TI40.