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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to return to the worklist and transfer a case to another MU

Version 1.0

Changes to previous version - new guidance

Step 1

In ‘Manage Verification Failures’

  • select ‘Cancel’. The question box ‘This application will NOT be re-submitted for processing and changes made will NOT saved. Do you wish to proceed?’ will be displayed.
  • select ‘Yes’. You will be taken back to 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 are unable 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 will be taken back to the ‘Maintain Worklist’ screen and the case will have been transferred to the other MU
  • go to .

Step 2

Note: To prevent the case re-appearing on your MU, 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 ‘Function Menu’, select ‘Worklists’ on the toolbar
  • select ‘Maintain’ from the options available. You will 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
  • select the relevant entry on the work list
  • 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 will be taken back to the ‘Maintain Worklist’ screen
  • select the relevant entry
  • 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 tomorrow onwards.

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