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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Stopping tax credits: work lists (unprocessed): multi-entry

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0138020 
  • 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
  • you follow the guidance in TCM0346560.

Background

This guidance will be used to action multi-entry work items on the Unprocessed IYS17 work list. A multi-entry work item occurs when there is more than one reason for the Unprocessed IYS17 work item.

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 and note the correct award version details. For how to do this, use TCM1000599 

  • go to Step 2.

Step 2

Check and make a note of the reasons for the work list item. For how to do this, use TCM1000004.

If you are dealing with a new work item, go to Step 3.

If you are dealing with an expired action date, go to .

If you are dealing with a reply to an enquiry and all the information has been provided, go to .

If you are dealing with a reply to an enquiry and all the information has not been provided, go to .

If you are dealing with a second request for information and the customer still has not provided the required information, go to .

Step 3

Check if ‘Unprocessed Change of Circumstances’ is one of the work list item reasons

If ‘Unprocessed Change of Circumstances’ is one of the reasons for the work list item, go to .

If ‘Unprocessed Change of Circumstances’ is not one of the reasons for the work list item, go to .

Step 4

Establish if the work item is also on the Unprocessed Change of Circumstances work list. For how to do this, use TCM1000409.

If the work item is also on the Unprocessed Change of Circumstances work list

  • select cancel
  • go to .

If the work item is not on the Unprocessed Change of Circumstances work list

  • select cancel
  • go to .

Step 5

Is ‘Verification Failure’ one of the work list item reasons?

If ‘Verification Failure’ is one of the reasons for the work list item

  • follow the guidance in TCM0370600 to gather the information you need from the customer to resolve the failure. For how to do this, use TCM1000150 

then

  • return to this guidance and go to .

If ‘Verification Failure’ is not one of the reasons for the work list item, go to .

Step 6

As the claim is not finalised or an Unprocessed Change of Circumstances work list item

  • process the declaration. For how to do this, use TCM1000593.

If you are presented with a warning message

  • select ‘Yes’ or ‘OK’
  • go to .

If you are not presented with a warning message, go to .

Step 7

Check if the work item is still on the Unprocessed IYS17 work list.

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

If the work item is still on the work list, go to .

Step 8

Is the work item still a Multi-Entry work item?

If it is still a Multi-Entry work item, go back to .

If it is not a Multi-Entry work item

  • transfer the work item to the appropriate MU for the relevant work list reason. See TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • go to .

Step 9

If there is a new or additional reason for the work list item, go back to .

If there is not a new or additional reason for the work list item, go to .

Step 10

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

If the missing information has been recorded in Household Notes, go to .

If the missing information has not been recorded and the reminder form TC829R has not already been issued

  • issue a reminder form TC829R. For how to do this, use TCM1000478 
  • set a further action date of 14 days
  • update Household Notes to record the action you have taken. For how to do this, use TCM1000001 
  • take no further action.

If a reminder form TC829R has previously been issued and the action date has expired, go to .

Step 11

If you have all the information needed to action the verification failure

  • make a note of the changes you will need to make
  • go to .

If you do not have all the information needed to action the verification failure

  • make a note of all the details you will need to ask the customer
  • go to .

Step 12

If ‘Incompatible’ is one of the reasons noted for the work item, go to .

If ‘Incompatible’ is not one of the reasons noted for the work item, go to .

Step 13

Do you have all the information needed to action the ‘Incompatible’ work item? Consider the guidance in TCM0370320.

Note: At this stage you are not processing the work item, you are only establishing the information needed. No customer contact should be made until all reasons have been considered.

If you have all the information needed to action the ‘Incompatible’ work item

  • make a note of the changes you will need to make
  • go to .

If you do not have all the information needed to action the ‘Incompatible’ work item

  • make a note of all the details you will need to ask the customer
  • go to .

Step 14

If ‘Unprocessed Change of Circumstances’ is one of the reasons noted for the work item, go to .

If ‘Unprocessed Change of Circumstances’ is not one of the reasons noted for the work item, go to .

Step 15

Do you have all the information needed to action the Unprocessed Change of Circumstances work item? Consider the guidance in TCM0370560.

Note: At this stage you are not processing the work item, you are only establishing the information needed. No customer contact should be made until all reasons have been considered.

If you have all the information needed to action the Unprocessed Change of Circumstances work item

  • make a note of the changes you will need to make
  • go to .

If you do not have all the information needed to action the Unprocessed Change of Circumstances work item 

  • make a note of all the details you will need to ask the customer
  • go to .

Step 16

From the notes you have made, is customer contact required?

If customer contact is required, go to .

If customer contact is not required, go to .

Step 17

Phone the customer to obtain the missing information. Follow the guidance in TCM0094080.

If you are able to contact the customer by phone and they provide you with the information required, go to .

If you are able to contact the customer by phone but they cannot provide you with the information required

  • tell them to call the Tax Credits Helpline as soon as possible with the information
  • tell them that if they are late replying with the required information we may end their claim, if it’s in payment
  • tell them that you will send a letter to them as a reminder
  • go to .

If you are not able to contact the customer by phone, go to .

Step 18

Send form TC664 to the customer for the information you require

Note: Refer to the notes you made to decide what questions you need to ask the customer.

  • update Household Notes to record the action you have taken and questions you have asked. For how to do this, use TCM1000001 
  • transfer the work item to the ‘Unprocessed IYS17 Multi Entry BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • use function ‘MAINTAIN WORKLIST’ to set an action date of 14 days in the future. For how to do this, use TCM1000008 
  • go to .

Step 19

Did any questions you have asked relate to an Unprocessed Change of Circumstances work list reason?

If they did relate to an Unprocessed Change of Circumstances work list reason

  • use function ‘Maintain Worklist’ to set an action date on the Unprocessed Change of circumstances work list of 14 days in the future. For how to do this, use TCM1000008 
  • transfer the work item to the ‘Unprocessed S17 Multi Entry BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • go to .

If they did not relate to an Unprocessed Change of Circumstances work list reason, go to .

Step 20

Did any questions you have asked relate to the ‘Verification failure’ reason for the work item?

If they did relate to the ‘Verification failure’ reason for the work item

  • use function ‘Maintain Worklist’ to set an action date on the Verification Failure work list of 14 days in the future. For how to do this, use TCM1000008 
  • transfer the work item to the ‘Verification Failure BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • go to .

If they did not relate to the ‘Verification failure’ reason for the work item, go to .

Step 21

If you have all the information needed to action any of the work list items

  • process the work list item. For how to do this, use TCM1000600 
  • follow the relevant Changes guidance, if necessary

Note: At this stage you should only attempt to capture the declaration. You should not Manage Finalise.

  • go to .

If you do not have all the information needed to action any of the work list items, go to .

Step 22

Update Household Notes to record any action you have not previously recorded. For how to do this, use TCM1000001 

  • use function ‘Maintain Worklist’ to set an action date on the ‘Unprocessed IYS17’ work list of 14 days in the future. For how to do this, use TCM1000008 
  • take no further action.

Step 23

If ‘Unprocessed Change of Circumstances’ is one of the reasons you’re processing the work item

  • delete the ‘Unprocessed Change of Circumstances’ work item. For how to do this, use TCM1000160 
  • go to .

If ‘Unprocessed Change of Circumstances’ is not one of the reasons you are processing the work item, go to .

Step 24

If ‘Verification Failure’ is one of the reasons you are processing the work item

If ‘Verification Failure’ is not one of the reasons you are processing the work item, go to .

Step 25

Access the ‘Amend Application’ screen. For how to do this, use TCM1000005 

Note: Consider the guidance in TCM0370560, TCM0370360 or TCM0370320.

  • using the notes you made earlier update ‘Correction’ with the correct details obtained, following the relevant Changes guidance
  • go to .

Step 26

If any of the work items are Incomplete or Incompatible, go to .

If none of the work items are Incomplete or Incompatible, go to .

Step 27

If changes are needed to the award declaration to process the remaining work items

  • process the work list item. For how to do this, use TCM1000600 
  • go to .

If changes are not needed to the award declaration, go to .

Step 28

If you’re presented with a message

  • select ‘Yes’ or ‘OK’
  • go to .

If you are not presented with a message, go to .

Step 29

Following the action you have taken, check if the award is finalised.

If the award is already finalised, go to .

If the award is not already finalised, go to .

Step 30

Finalise the claim. For how to do this, use TCM1000573 

Note: Before finalising the claim, it is important that the ‘Correction’ screen is updated with the correct declaration details you have obtained

  • go to .

Step 31

As the reminder cycle has now expired

  • finalise the claim. For how to do this, use TCM1000573 

Note: Before finalising the claim, it is important that the ‘Correction’ screen is updated with the correct declaration details.

  • replace any system estimated (S) or inflated (I) income shown for PY with 0.00 (use 1.00 for any income field that will not accept zero)
  • go to .

Step 32

Check if the work item is still visible on the Unprocessed IYS17 work list.

If the work item is not on the work list

  • update Household Notes to record any action taken. For how to do this, use TCM1000001 
  • send any correspondence to storage, follow TCM0074140 
  • take no further action.

If the work item is still on the work list and a new work list reason is now showing

  • transfer the work item to the appropriate MU for the relevant work list reason. Use TCM0322460 for the correct MU number
  • update Household Notes to record any action taken. For how to do this, use TCM1000001 
  • send any correspondence to storage, follow TCM0074140 
  • take no further action.

If the work item is still on the work list and a new work list reason is not showing

  • transfer the work item to the ‘Unprocessed IYS17 phase 2 worked and cleared’ MU. Use TCM0322460 for the correct MU number
  • update Household Notes to record any action taken. For how to do this, use TCM1000001 
  • send any correspondence to storage, follow TCM0074140 
  • take no further action.