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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to transfer a case to another MU

Step 1

If you are in a work list, go to .

If you aren’t in a work list, go to .

If you’ve been taken back to the ‘Maintain Worklist’ screen after working a verification failure, go to .

Step 2

Note: View TCM0322460 for the correct MU number.

On the ‘Function Menu’

  • select ‘Worklists’ on the toolbar
  • select ‘Maintain’ from the options available. You’ll be taken to the ‘Maintain Worklist’ screen
  • select the relevant work list from the ‘Worklist Type’ field
  • select the relevant MU number from the ‘Management Unit’ field. The screen will redisplay with the entries currently on the work list for that MU
  • go to .

Step 3

On the ‘Maintain Worklist’ screen

  • select ‘Sort Filter’. The ‘Sort Filter Worklist Entries’ screen will display
  • in the ‘Filter 1’ column
  • select ‘Reference’ from the ‘Worklist Entry by Column name’ field
  • enter the customer’s NINO in the ‘From Value’ field
  • enter the customer’s NINO in the ‘To Value’ field
  • select ‘OK’. You’ll be taken back to the ‘Maintain Worklist’ screen
  • go to .

Step 4

On the ‘Maintain Worklist’ screen

  • select the relevant entry
  • select ‘Transfer’. The ‘Transfer Worklist Entry’ screen will display
  • enter the new MU number in the ‘Transfer To’ field

Note: If you aren’t able to access the MU, you must inform your line manager.

  • select ‘OK’. A message will display asking you to confirm or cancel the transfer
  • check all the details are correct
  • select ‘OK’. You’ll be taken back to the ‘Maintain Worklist’ screen and the case will have been transferred to the other MU
  • go to .

Step 5

Note: To prevent the case re-appearing on your MU the next day, you must retain it on the new MU.

Note: You may not be able to access every MU to retain the case. Cases transferred to Specialist Trace Unit (STU), Persons From Abroad (PFA) and Compliance will be retained by the new MU on the day they are received.

To retain the case on the new MU

  • on the ‘Maintain Worklist’ screen
  • select the relevant MU number from the ‘Management Unit’ field
  • select the relevant entry on the work list
  • select ‘Details’. The ‘Worklist Entry Details’ screen will display

Note: If you are required to change the action date, overtype the existing date in the ‘Action Date’ field with the appropriate date. The new action date must be a future date from tomorrows date onwards.

  • select the ‘Retained’ checkbox
  • select ‘OK’. The case has been retained.