HMRC internal manual

Tax Credits Manual

Updates: Tax Credits Manual

2022

11 January 2022 published amendments

Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)

Guidance now held on the Tax Credits Guidance Hub


Notes - standardised messages (T to W): standardised messages - U - Compliance

New standardised messages UL06, UL07 and UL08 added

New note UG17 added


7 January 2022 published amendments

4 January 2022 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

NU80 - Household Note created for the new address S17 route in Unprocessed COC change of address

NU57 - Change to wording of NU57 household note - new note not used in any other process - changed in testing


2021

22 December 2021 published amendments

21 December 2021 published amendments

16 December 2021 published amendments

15 December 2021 published amendments

Changes - death (customer): Death of a customer - referrals to Priority 1 team (Info)

Guidance now held on the Tax Credits Guidance Hub.


Changes - death (customer): Death of a customer - Priority 1 team only

Guidance now held on the Tax Credits Guidance Hub


14 December 2021 published amendments

Changes - miscellaneous (A-F): Amend Finish screen - correct completion (Info)

Guidance now held on the Tax Credits Guidance Hub


8 December 2021 published amendments

Changes - work (general A-M): Employment started (Info)

Guidance now held on the Tax Credits Guidance Hub


7 December 2021 published amendments

Changes - work (left job): Left main job, started new main job outside seven days

Guidance now held on the Tax Credits Guidance Hub


Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment

Guidance now held on the Tax Credits Guidance Hub


Eligibility - entitlement: Child or young person - responsibility (Info)

Guidance now held on the Tax Credits Guidance Hub


Changes: children (A-E): children and qualifying young persons (Info)

Guidance now held on the Tax Credits Guidance Hub


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New DJ28 Household Note created for RBS disability in relation to Social Security in Scotland


3 December 2021 published amendments

2 December 2021 published amendments

Claims: capture (A-C): agent - authorisation

New Note added about household breakdown and agent representation.


Changes - work (general A-M): Hours Worked warning message (Info)

Guidance now held on the Tax Credits Guidance hub


30 November 2021 published amendments

Changes - work (general A-M): Hours Worked warning message (AG)

Guidance now held on the Tax Credits Guidance Hub


26 November 2021 published amendments

25 November 2021 published amendments

24 November 2021 published amendments

23 November 2021 published amendments

19 November 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DD98 HHN amended to include (Child's name). Requested by Norman/Tamsin VIA Cath


17 November 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DH22 amended and DH22 deleted for new No trace process for DLA

DJ04 - DJ28 notes updated to start SSS


16 November 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DF28 HHN created for BAU Stop - CDP routes in ntc70074


Changes - work (left job): Left main job, has other jobs

Guidance now held on the Tax Credits Guidance Hub


15 November 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Extra DJ HHNs created for Scottish Government Change in Rate process ntc70210

A couple more DH HHNs created for No Trace DLA process


12 November 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New DH HHNs created for DLA No Trace process

Social Security Scotland replaced Scottish Gov or Scot Gov in DJ03 - DJ23 HHNs


10 November 2021 published amendments

4 November 2021 published amendments

Changes - miscellaneous (G-Z): Invite fresh claim

WI341578 - Process converted to Ocelot and amended to fit guidance around new claims - amendments discussed/agreed with Julie Burnett


3 November 2021 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

Formatting error

3 new Household notes created for Cath Edwards NU77, NU78 and NU79


2 November 2021 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

New NU76 note added for Cath Edwards

NU57 note amended for Cath Edwards - the note was created for the process and has never been used before

New Household Note NU75 added for Cath Edwards


29 October 2021 published amendments

28 October 2021 published amendments

27 October 2021 published amendments

Changes - death (child): Death of a child - referrals to Priority 1 team

Guidance now held on the Tax Credits Guidance Hub.


Changes - miscellaneous (G-Z): PY-1 or earlier changes (AG)

Guidance now held on the Tax Credits Guidance Hub.


Changes - customer: Name - customer name/title too long or spelling mistake (AG)

Guidance now held on the Tax Credits Guidance Hub


Changes - customer: Name change - customer (AG)

Guidance now held in the Tax Credits Guidance Hub.


Changes - miscellaneous (G-Z): Signals history - correcting effective date (AG)

Guidance now held on the Tax Credits Guidance Hub


Changes - miscellaneous (G-Z): PY-2 or earlier changes manual calculation

Guidance now held in the Tax Credits Guidance Hub


Changes - work (general N-Z): Place of work history - entering (AG)

Guidance now held on the Tax Credits Guidance Hub


Changes - work (general N-Z): Place of work history - ending (AG)

Guidance now held on the Tax Credits Guidance Hub


Changes - work (general A-M): Address/work change - country outside UK

Guidance now held on the Tax Credits Guidance Hub


How to enter short-term childcare details

Guidance now held on the Tax Credits Guidance Hub


How to calculate average weekly childcare costs

Guidance now held on Tax Credits Guidance Hub


How to amend the childcare provider’s name, approving body or registration number

Guidance now held on the Tax Credits Guidance Hub


How to change current childcare provider or childcare costs

Guidance now held on Tax Credits Guidance Hub


How to enter childcare costs when they are claimed for the first time

Guidance now held on the Tax Credits Guidance Hub


How to calculate childcare effective dates

Guidance now held on the Tax Credits Guidance Hub


Changes: children (A-E): childcare changes

Guidance now held in the Tax Credits Guidance Hub


26 October 2021 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UG73 added

UG69 to UG72 added


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Appeal or Complex only

Reverted to previous version


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Compliance, SCO or Inhibited (AG)

Guidance now held on the Tax Credits Guidance hub


Notices - general: RLS items - post award / Annual Declaration

WI339896 - slight amendment to step 13

WI339896 - Amendments made for Cath Edwards for cases that have gone to UC the NTC system will not allow the RLS marker to be set as it gives an unauthorised re finalisation message - amended step 13


How to mark an address as RLS

format change

WI339896 - Amendments needed to How To as per Cath Edwards


25 October 2021 published amendments

Appeals stages: contents

Removed statement at top of contents page - Appeals stage 2 - registering an appeal now covered by TCM1000444 as split this up in Ocelot as appears in Appeals stagw 1 process


15 October 2021 published amendments

14 October 2021 published amendments

13 October 2021 published amendments

11 October 2021 published amendments

8 October 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Some HHNs amended for ntc70181

Extra HHNs added for Scottish Government DLA process ntc70181


7 October 2021 published amendments

5 October 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

More HHNs created for Scottish Government DWP Child process


1 October 2021 published amendments

Appeals - Mandatory Reconsideration - process

Guidance now held on the Tax Credits Guidance Hub


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New XQ notes added for Covid 19 Support Scheme


28 September 2021 published amendments

Appeals stages: Appeals stage 4 - preparing the response

Guidance now held on the Tax Credits Guidance Hub


23 September 2021 published amendments

21 September 2021 published amendments

20 September 2021 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

New H/H note created NU74 and NU53 amended back to original format

WI318110 - Household Note NU53 wording amended as created for this process and never used before - as per Cath Edwards


17 September 2021 published amendments

16 September 2021 published amendments

Appeals stages: Appeals stage 6 - action on receipt of Tribunal decision

Guidance now held on the Tax Credits guidance hub


Changes - death (child): Death of a child - reporting to TCO

Guidance now held on the Tax Credits Guidance Hub


Changes - customer: Family break-up

Guidance now held on the Tax Credits Guidance Hub


13 September 2021 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

New IA50 note create for EUSS Compliance process for Katherine Chadwick

Update IA49 note

New IA49 note created as part of EUSS compliance task for Katherine Chadwick


10 September 2021 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

EUSS Compliance cases IA47 & IA48 notes added - requested by Katherine Chadwick


7 September 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Further new HHNs created for new module ntc70181 WI334987

New HHNs for new module ntc70181 wi334987

New DH12, DH13 and DH14 notes added WI334828


2 September 2021 published amendments

31 August 2021 published amendments

27 August 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Further HHN created for Expired BF DLA process

DF26 created for DLA Expired BF process at stanza 586 and 588 ntc70108

Amendments to DJ01 and DJ02


18 August 2021 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

WI333099 - Household Note TD23 created for Louise Rossiter in OE - could not use the TP as prefix as at the limit.


Claims: capture (Q-Z): unauthorised access to a claim

WI330617 - Amendments made for SEES TC669 to email a referral to the team instead of ending a TC699INTERNAL


17 August 2021 published amendments

Claims: capture (Q-Z): unauthorised access to a claim

Task WI237862 amendments made to steps 1, 6 and 7


Extra information: glossary: A

WI332308 - Changes made for Elizabeth Oliver


Breathing Space

Link changed to background case dmg30144


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

Amendment to new Houshold note NU62 & NU66 for Cath Edwards


12 August 2021 published amendments

Changes - miscellaneous (G-Z): Notifying a change (Info)

Guidance now held on the Tax Credits Guidance Hub


Changes - miscellaneous (G-Z): More than one husband or wife (Info)

Guidance now held on Tax Credits Guidance Hub


11 August 2021 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

New note NV19 added - WI330163
New Notes added NU42 - NU73 for new process - WI318110


Changes - miscellaneous (A-F): Family changes (Info)

Guidance now held on the Tax Credits Guidance Hub


Changes - miscellaneous (A-F): Effective date of a change of circumstances (Info)

Guidance now held on the Tax Credits Guidance Hub


6 August 2021 published amendments

3 August 2021 published amendments

Renewals - work lists (Unfinalised): Unfinalised S17 work list - Unprocessed change of circumstances

Step 2 corrected
WI 306700

Step 2 amended to remove instructions on issuing reminder.
Step 9 'if you contacted the customer by sending a TC664' - BF period updated to 35 from 15 days
task WI306700/ WI306649
J Miller - as instructed by C Edwards/G Latus


29 July 2021 published amendments

Payment - returned or not received: TC241 declaration received

WI322777 - Amendments for Elizabeth Oliver to remove reference to payable orders


Notes - Standardised Messages (X to Z): Standardised Messages - Y - Employer Liaison Team / Payment via Employer

WI322777 - Marked YP27, YP28 & YP29 as no longer in use from 23/02/2020 as per Elizabeth Oliver


Changes - miscellaneous (G-Z): PY-2 or earlier changes manual calculation

WI322777 - Guidance amended for Elizabeth Oliver to remove reference to payable orders


Payment - returned or not received: Payment returned

WI32777 - Amendments made for Elizabeth Oliver to remove reference to Payable orders


Specialist areas - complex: complex cases - manual payments - issuing

WI322777 - Amendments made to remove reference to payable order for Elizabeth Oliver


Payment - manual payment: Manual payment - calculating and scheduling payments -TCO

Wi322777 - Task to remove reference to Payable order for Elizabeth Oliver


Miscellaneous (E to O): Incorrectly-ended cases - re-claim made (AG)

WI322777 - Amendments to remove reference to Payable Orders for Elizabeth Oliver


28 July 2021 published amendments

23 July 2021 published amendments

22 July 2021 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

New notes UG62 to UG68 added WI330035


Manual payment - Offset manual payment

Guidance now held on Tax Credits Guidance Hub


21 July 2021 published amendments

20 July 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DF hhns re-published to see if error message disappears

df25 created to replace DE62 at stanza 72 & 74 in ntc70108


16 July 2021 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

IA45 wording amended (not changed meaning of message) - requested by Katherine Chadwick


13 July 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Some more DF HHNs created for ntc70074 (currently test version 77074) and ntc70108 (currently test version 77108)


Notes - standardised messages (T to W): standardised messages - U - Compliance

Standardised Messages UG53 to UG61 created for HRCC 2021, requested by Simon Brown OPG (ORT).
WI 328906 J Miller


12 July 2021 published amendments

Payment - overpayments (A-C): Overpayments - changes to be reported within a month (Info)

WI326134 - Amendments for Elizabeth Oliver to add a Note regarding the Opposite sex Civil Partnership Regulations 2019 wherever the note is regarding the same sex marriage Act 2013.


Eligibility - residency and immigration: Residence, presence and right to reside - general (Info)

WI326134 - Amendments made for Elizabeth Oliver to add a Note regarding the Opposite sex Civil Partnership Regulations 2019 wherever the note is regarding the same sex marriage Act 2013.


Changes - miscellaneous (G-Z): What is a change of circumstance? (Info)

WI326134 - Amendments for Elizabeth Oliver to add a Note regarding the Opposite sex Civil Partnership Regulations 2019 wherever the note is regarding the same sex marriage Act 2013.


Changes - miscellaneous (A-F): Family changes (Info)

WI326134 - Amendments for Elizabeth Oliver to add Note regarding the Opposite sex Civil Partnership Regulations 2019 wherever the note is regarding the same sex marriage Act 2013.


Changes - miscellaneous (A-F): Effective date of a change of circumstances (Info)

WI326134 - Amendment for Elizabeth Oliver to add a Note regarding the Opposite sex Civil Partnership Regulations 2019 wherever the note is regarding the same sex marriage Act 2013.


Changes - customer: Family break-up

WI326134 - Amendment for Elizabeth Oliver regarding a Note to be added regarding Opposite sex Civil Partnership Regulations2019


9 July 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DF18 AND 19 slightly amended

DF17 - DF19 created for new route in DWP CHILD Process


8 July 2021 published amendments

Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT) Sensitive Cases

Guidance now held on the Tax Credits Guidance Hub WI324585


Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)

Guidance now held on the Tax Credits Guidance Hub WI324585


7 July 2021 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

Standardised Message UB78 address updated. WI328285


1 July 2021 published amendments

30 June 2021 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Removed IA46 & IA47 notes as never been used these got pulled by policy before anything was worked


25 June 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New DH11 created for Sarah Renwick for Disability Robotics CORRECTION TASK.


18 June 2021 published amendments

15 June 2021 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

IA47 Household Note created for Katherine Chadwick

IA46 Household note created for Katherine Chadwick


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

7 new HHNs created for Cath Edwards no WI number. Urgent task robot made an error when adding disability to a child’s award and we need to correct it but also make customer contact and have Lines to Take for telephony staff


Backdating: backdating (all): disability - backdating following award of qualifying disability benefit

Guidance now held on the Tax Credits Guidance Hub


Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments

Guidance now held on the Tax Credits Guidance Hub

Guidance now held on Tax Credits Guidance Hub


Changes - miscellaneous (G-Z): Notification of an award of disability benefit - child

Guidance now held on Tax Credits Guidance Hub


Eligibility - disability: Disability - pre-award checks

Guidance now held on Tax Credit Guidance Hub


11 June 2021 published amendments

8 June 2021 published amendments

4 June 2021 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Further XQ Notes added for Covid 19- Support SchemeWHRTC


28 May 2021 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XE03 note added for WI 322781
Requested by Operational Excellence Business Delivery |Process Owner Team


27 May 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New DH02 amended . WI323027

New DH02 note added

2 new household notes added for customer notification adult and Expired BF (as part of the DLA task.

4 new HHNs created for ntc80066 part of DLA task


Payment - work lists: Informed choice work list

minor changes made under task WI183664. Told to publish changes 24/2/2021


Changes: children (A-E): child or qualifying young person - adding or re-including

Amendments for Future of Child benefit WI183664


Specialist areas: international: European Union Member States: European Union Member States - request a reimbursement of a family benefit

Amendments for Future of Child Benefit WI183664


21 May 2021 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

New HHN created for Renewals Incomplete after a TC1221 has been issued.


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - initial action

Guidance now held on the Tax Credits Guidance Hub


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Duplicate

Guidance now held on the Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Verification failure

Guidance now held on the Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Unprocessed change of circumstances

Guidance now held on the Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - S17 Logged

Guidance now held on the Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - NINO, P marker or 1SD not present (AG)

Guidance held in the Tax Credit Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Multi-entry

Guidance now held on the Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Finalised only

Guidance now held on Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Compliance, SCO or Inhibited only

Guidance now held in the Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Appeal only

Guidance now held in Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - AA action - verification failure

Guidance now held in Tax Credits Guidance Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - AA action - change of circumstances

Guidance now held on the Tax Credits Guidance Hub


Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested

Guidance now held on the Tax Credits Guidance Hub.


Renewals - Annual Declaration (general): Annual Declaration - referral from Manual Capture team

Guidance now held on Tax Credits Guidance Hub


20 May 2021 published amendments

12 May 2021 published amendments

30 April 2021 published amendments

How to finalise PY and renew CY using Manage Finalise

Slight amendment to wording

Changes made by Manish Asher and commissioned by Cath Edwards


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Amended NF06 Household note


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

POCA notes amended and made obsolete WI309920


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XB34, XB35, XB36 & XB37 household note created for Hannah Harrison for SA Promote & Prevent HHN


27 April 2021 published amendments

26 April 2021 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Added to menu NF01 - NF06

NF05 and NF06 Household Notes created for Mark Tate


23 April 2021 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XQ23 and XQ30 - optional wording added to each note (will be removed after 31/07/21) for task WI307866 HRR Guidance.
Change requested by ORT.
J Miller


22 April 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE90 created for DWP Child process as part of the DLA Re-design task


21 April 2021 published amendments

19 April 2021 published amendments

Changes - miscellaneous (G-Z): Invite fresh claim

WI307518 - Step 3 amended to state send a TC27 not TC1213 as this letter has now been withdrawn. Step 5 amended to remove the option of TC1213 as this is no longer sent


16 April 2021 published amendments

14 April 2021 published amendments

13 April 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New hhns created for DWP Adult process part of DLA REDESIGN TASK


8 April 2021 published amendments

1 April 2021 published amendments

31 March 2021 published amendments

30 March 2021 published amendments

26 March 2021 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

J Miller. New HHN created UG51 by H Frederick, task WI


24 March 2021 published amendments

19 March 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

More DE HHNs created for Expired BF process for DLA task

DE47 and DE48 HHNs created for Expired BF process as part of the DLA TASK


18 March 2021 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Amendment to XQ35 and XQ36 WI311859
New XE01 and XE02 created WI311194


16 March 2021 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

New Standardised Message SN34 created for task WI 311842

New HHN SL49 created for tasks 243600 and 246373. Checking the content with Tech experts before publishing it. Yes content OK. Notes published


11 March 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New not created under DLA Expired BF process


Notes - standardised messages (T to W): standardised messages - U - Compliance

UG47/UG48/UG49/UG50 created for WI 308146 - HRR21- ready to be published on 15 March 21 by J Miller


9 March 2021 published amendments

Extra information: How To index

Amendment made to title of TCM1000267 to remove POCA under task 309920


Payment - payment profile: Payment profile - suspended payments (Info)

Reference to POCA removed under task 309920


Extra information: glossary: A

poca glossary item removed under task 309920


Payment - direct payments: Direct payments - relevant period (Info)

Reference to POCA removed under task 309920 on advice from OE


How to update bank account details

Reference to POCA removed under task 309920 on advice from OE


Payment - direct payments: Direct payments - no account (Info)

Reference to POCA removed as part of task 309920 on advice from OE


Appeal stages - Mandatory Reconsideration - initial action

Guidance now held on Tax Credits Guidance Hub.


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

New AW24 and AW25 added. WI310268


Specialist areas: international: pre-award: international pre-award claims - initial action

links amended

Links not working hopefully amended now

Links that were not working amended.


8 March 2021 published amendments

5 March 2021 published amendments

Extra information: How To index

Review not amended


How to complete an E Form

review date not amended


How to check for a match on Child Benefit Service

Review date not amended

Amendments made under the Future of Child Benefit task


Specialist areas: international: pre-award: international pre-award claims - initial action

Amendments made under Future of Child Benefit task


4 March 2021 published amendments

2 March 2021 published amendments

How to complete an E Form

Amendments made under the Future of Child Benefit task


Extra information: How To index

Title of 1000230 amended

Amendments as part of Future of Child Benefit task


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE42 and DE43 created for the DLA task (Cust notification Child) process


How to access Common Enquiry Service

Page archived WI183664


How to check if the customer has claimed a Department for Work and Pensions (DWP) benefit using CBOL

Page archived. WI183664


How to update customer details using CBUS screens

Page archived. WI183664


How to update customer details using CBUS schedules

Page archived. WI183664


How to send POca details to Child Benefit Office

Page archived. No longer required. WI183664


How to complete the PAD

Page archived. WI183664


Notes - Standardised Messages (T to W): Standardised Messages - W - Debt Management

New Household Note WZ07 WI309041


26 February 2021 published amendments

How to capture renewal information

Step 3 bullet points amended.


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Forgot to bold DE so completed this

New DE41 HHN created for DLA Cust notification Child


25 February 2021 published amendments

Specialist areas - Persons from abroad: Persons From Abroad team - Pre award claims - Customers are subject to immigration control

Changes made under task 183664

Amendments for Future of Child Benefit WI183664


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

Changes made under task 183664


Claims: capture (D-K): intelligent manual capture - information capture (AG)

Changes made under task 183664. Formatting of guidance not great but Gill said she did not have capacity to check this only make amendments that were required. Changes to guidance based on Gill's requirements in her doc.

Various changes made under task 183664. Guidance not in a great format but time restraints do not allow for this to be corrected would be a possible big piece of work. If this is ever put on Ocelot it would need to be sorted.


Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments

Changes made under task 183664.


How to check if Child Benefit correspondence is open or closed and if the renewal inhibited signal is set

How to re-written under WI 183664. Enquiry to Gill Hindson about what she sent through. Told to publish 24/2/2021


How to check if the Child Benefit claim indicator has been set

How to re-written under task 183664. Told to publish the changes 24/2/2021


How to check for an EC claim indicator

Slight amendment made under WI183664. Told to publish the guidance 24/2/2021


How to check if Full Time Education (FTE) needs to be confirmed

How to amended under task WI183664. Told to publish the guidance 24/2/2021


How to obtain or check a child’s reference number on a Child Benefit claim

How to re-written under task WI183664. Told to publish the changes 24/2/2021


How to obtain personal details held on Child Benefit Service

How to completely re-written under task WI183664. Told to publish the guidance 24/2/2021


Extra information: access to system information to obtain missing customer information: when to access a system

Slight amendments made under task WI183664. Told to publish the changes 24/2/2021


Specialist areas: international: right to reside: right to reside - general

Amendments for Future of Child Benefit WI183664. Told to process the changes 24/2/2021


Specialist areas: international: pre-award: international pre-award claims - Crown servants

Amendments for Future of Child Benefit WI183664. Told to publish the changes 24/2/2021


Specialist areas: international: pre-award: international pre-award claims - initial action

Amendments for Future of Child Benefit WI183664. Told to publish the changes 24/2/2021


Specialist areas: international: miscellaneous: death of a worker in the UK

Amendments for Future of Child Benefit WI183664. Told to publish the changes 24/2/2021


Specialist areas - Specialist Trace: Specialist Trace Unit - IT systems (Info)

Text deleted under task WI183664.Told to publish the changes 24/2/2021


Extra information: A-Z index

TCM0292020 archived.


Extra information: How To index

Archived How To's updated WI183664


Specialist areas - complex: change of circumstances - non-complex to complex

Minor changes made under task 183554. Told to publish changes 24/2/2021


Renewals Annual Declaration (general): manual capturing a new claim - for late declarations

Minor changes made under task WI183664
STC date added
Told to publish changes 24/2/2021


Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Changes made to Step 5 under task 183664. Told to publish changes 24/2/2021


Passported benefits - exemption / health costs: Exemption certificate - exceptions (AG)

Amendments made as a result of task WI183664. Lots of formatting also had to be done. Told to publish the changes 24/2/2021


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (pre-award)

slight changes made under task 183664. Told to publish changes 24/2/2021


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (post award)

Minor changes made under task WI183664. Told to publish changes 24/2/2021


Claims - capture (L-P): manual capture helpcard

Changes made under task WI183664. Told to publish changes 24/2/2021


Claims: capture (D-K): intelligent manual capture - disability element (AG)

Minor changes made under WI183664. Told to publish changes 24/2/2021


Changes - death (child): Death of a child - new claims (AG)

Changes made under task WI183664. At Step 9 the reference to post award guidance is TCM0078180. Told to publish changes 24/2/2021


Changes: children (A-E): date of birth - incorrect and makes child 21 or older

Changes made under task 183664. Some of the formatting is not great and has been pointed out to originator of the task. No time at present to amend to correct format standards. Told to publish 24/2/2021


How to check if a customer is a crown servant or NAAFI worker

Slight amendments made as part of WI183664. Told to publish changes 24/2/2021


How to check if a Child Benefit claim includes bank details

Changes made as part of task 183664. Told to publish changes 24/02/2021


Specialist areas – Persons from abroad: Gateway Protection Programme

Amendments for Future of Child Benefit WI183664. T


Claims: capture (D-K): Intelligent Manual Capture - Disability element (Info)

Minor amendment made under task WI183664. Told to publish changes 24/2/2021


Changes - work lists: Unprocessed Change of Circumstances helpcard

Slight amendment made under WI183664. Advised to publish the draft version 24/2/2021


How to check general notes using Child Benefit Service

updates made for task 183664 (Future of Child Benefit)


Claims - work lists (general): Pre-award - full-time non-advanced education check

Changes made for task 183664 (Future of Child Benefit)


Claims - work lists (general): Child in current award - clerical referral action

updates made for task 183664 (Future of Child Benefit).


Specialist areas: international: miscellaneous: derived rights

Amendments for Future of Child Benefit WI183664


Specialist areas: international: miscellaneous: children of tax credits customers undertaking FTNAE in EU

Amendments for the Future of Child Benefit WI183664


Claims - work lists (general): Incomplete Applications work list

Amendments for Future of Child Benefit WI183664


Specialist areas - international claims: preparing case to pay WTC and CTC

Amendments for Future of Child Benefit WI183664


Claims - work lists (general): Incomplete Applications work list helpcard

Amendments for Future of Child Benefit WI183664


Specialist areas: international: European Union Member States: EU Member States - recovery of family benefit on behalf of EUMS

Amendments for Future of Child Benefit WI183664


Specialist areas: international: miscellaneous: EU involvement - adding a child or qualifying young person post award

Amendments for Future of Child Benefit WI183664


Appeals stages: Appeals stage 3 - settlement by agreement

Amendments added for Future of Child benefit at Step 2 WI183664


24 February 2021 published amendments

Changes - customer: Name change - customer (Info)

Guidance now held on Tax Credits Guidance Hub WI303963


Changes - miscellaneous (A-F): Future-dated change of circumstances (Info)

Guidance now held on the Tax Credits Guidance Hub


Changes - miscellaneous (A-F): Change results in no eligibility (Info)

Guidance now held in Tax Credits Guidance Hub


Appeals stages: Appeals stage 1 - initial appeal action

Guidance now held in Tax Credits Guidance Hub


Changes - customer: Gender - notification received of acquired gender (Info)

Guidance now held on Tax Credits Guidance Hub


22 February 2021 published amendments

Renewals - work lists (Unfinalised): Unfinalised S17 work list - Awaiting change of circumstances

options in step 3 and 4 updated following feedback received from 4244923 (CS & TD TAD)


10 February 2021 published amendments

4 February 2021 published amendments

2 February 2021 published amendments

29 January 2021 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE40 created for ntc10108 process which is part of the DLA task 243240


Specialist areas - Bank Liaison: Bacs payments - missing

Hyperlinks corrected. WI301833


28 January 2021 published amendments

27 January 2021 published amendments

Appeals: Statement of Account appeals

Guidance now held on Guidance Hub WI30372


26 January 2021 published amendments

Appeals: Renewals Terminated - appeals identification

Guidance now held on the Guidance Hub


Appeals: In-year adjustments appeals

Guidance now held on the Guidance Hub


22 January 2021 published amendments

Notes - standardised messages (H to I): standardised messages - H - verification failures

Tweak to HB49- BB52

New HB49-HB52 noted added for WI302637


20 January 2021 published amendments

Extra information - miscellaneous information: Issuing EForm 41A

Information now held on Guidance Hub WI302617


Changes - children (F-Z): Nursery Education Grant (Info)

Guidance now held on Guidance Hub WI302420


19 January 2021 published amendments

7 January 2021 published amendments

6 January 2021 published amendments

Renewals - Annual Declaration (general): Annual Declaration - disregard

Guidance now held on the Tax credits guidance hub


Renewals - Annual Declaration (general): Annual Declaration - manual duplicate Annual Declaration (AG)

Guidance held on Tax Credits Guidance Hub


Extra information: How To index

EU Legislation changes WI292918


Extra information: glossary: W

Changes for EU legislation WI292918


Extra information: glossary: P

Changes for EU legislation


Extra information: glossary: O

Changes for EU legislation WI292918


Extra information: glossary: E

EU legislation changes WI292918


Extra information: glossary: C

EU Legislation changes WI292918


Specialist areas - Valuables: Valuable items (Info)

Guidance now held on the Guidance Hub WI300158


Specialist areas - Valuables: Valuable items (AG)

Guidance now held on the Guidance Hub WI300158


How to check for exceptions to business rules

date change


Renewals - Annual Declaration (general): Late declaration received - consider new claim

changes made


Miscellaneous (E to O): Good cause - renewals

date change


Miscellaneous (E to O): Incorrectly-ended cases - re-claim made (AG)

date change


How to use Geographic Step Closure (GSC) Override function

date changes


Specialist areas - complex: change of circumstances - complex to non-complex

changes made about date


Changes - miscellaneous (A-F): Family changes (Info)

date changes


Changes - miscellaneous (A-F): Deleting details (Info)

date changes


Miscellaneous (P to V): Tell Us Once - capturing and amending a claim

date changes made


Specialist areas: international: pre-award: international pre-award claims - rest of the world

changes made


Miscellaneous (W to Z): Withdrawing from tax credits

date change


Miscellaneous (E to O): Correspondence cannot be traced to claim

date change


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)

changes made


Changes - work (left job): Left only job, not starting new job

date change


Changes - work (left job): Left main job, started new main job within seven days

changes made


Changes - work (left job): Left main job, started new main job outside seven days

date change


Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)

date change


Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)

date change


Changes - work (left job): Left main job, has other jobs

change of date


Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)

changes made


Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)

date change


Changes - work (general N-Z): Strike action - on strike (AG)

date changes


Changes - work (general N-Z): Started new job in addition to main job

changes made


Changes - customer: Family break-up

date changed


Changes - miscellaneous (G-Z): Invite fresh claim

change date


5 January 2021 published amendments

2020

22 December 2020 published amendments

18 December 2020 published amendments

How to calculate a reimbursement

Changes for EU legislation WI292918


How to determine which e-forms to issue for an initial enquiry to a EU Member State

Changes for EU legislation WI292918


How to complete form TC602 for a CTC only International case

Changes for EU legislation WI292918


How to respond to an E Form

Changes for EU legislation WI292918


How to read information provided on an E Form

Changes for EU legislation WI292918


How to complete an E Form

Changes for EU legislation WI292918


How to disallow a potential EU CTC/WTC complex claim where the employment can’t be verified

Changes for EU Legislation WI292918


Specialist areas: international: pre-award: international pre-award claims - rest of the world

Changes for EU legislation WI292918


International pre-award claims - qualifying benefits

Changes for EU legislation WI292918


Specialist areas: international: pre-award: international - pre-award claims - EU nationals with no abroad involvement

Changes for EU legislation WI292918


Specialist areas: international: pre-award: international pre-award claims - Crown servants

Changes for EU legislation WI292918


Specialist areas: international: pre-award: international pre-award claims - initial action

Changes for EU legislation WI292918


Specialist areas: international: European Union Member States: EU Member States - recovery of family benefit on behalf of EUMS

Amendments for EU legislation W292918


Specialist areas: international: European Union Member States: European Union Member States - request a reimbursement of a family benefit

Amendments for EU legislative changes WI292918


Specialist areas: international: European Member States: European Member States - contact

Amendments for EU Legislation WI292918


Specialist areas: international: miscellaneous: customer selected for self-employment check – stock (AG)

Changes for EU legislation WI 292918


Specialist areas: international: miscellaneous: incorrect state - claim made

Amendments for EU Legislative changes WI292918


Specialist areas: international: miscellaneous: derived rights

Changes for EU legislation WI292918


Specialist areas: international: miscellaneous: death of a worker in the UK

Changes for EU legislation WI292918


Specialist areas: international: miscellaneous: address changed to non-UK / non-EU - temporary or permanent

Changes for EU legislation WI292918


Specialist areas: international: miscellaneous: post-award change of circumstances - lead in

Amendments for EU legislative changes. WI292918


Specialist areas – Persons from abroad: Gateway Protection Programme

EU legislative change WI292918


Specialist Areas - Persons from abroad - Pre award claims - Joint claim - One customer is subject to immigration control - No child responsibility

EU legislative changes WI292918


Specialist areas - Persons from abroad: Persons From Abroad team - Pre award claims - Customers are subject to immigration control

EU legislative amendments WI292918


Specialist areas - international claims: preparing case to pay WTC and CTC

Changes for EU legislation WI292918


Specialist areas - international claims: manually paying WTC up front

Amendments for EU legislative changes WI292918


Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from European Union Member State

Amendments for EU legislation W292918


Specialist areas - international claims: manually paying WTC and CTC together

Changes for EU legislation WI292918


Specialist areas: international: International (Introduction)

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - state nationals covered by international agreements (AG)

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - state nationals covered by international agreements (Info)

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - renewals - income - actual income provided after estimated income

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - renewals - customer contact after manual Statement of Account issued

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - renewals - annual declaration - returned / Unprocessed S17 work list item created

Changes for EU legislation WI 292918


Specialist areas - complex: complex cases - removing second adult element post award

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - payment and accounting (AG)

Changes for EU legislation WI292918


Specialist areas - complex: complex cases - manual renewal payments (AG)

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - manual renewal payments (Info)

Changes for EU legislation WI292918


Specialist areas - complex: complex cases - manual renewal (AG)

Changes for EU legislation WI292918


Specialist areas - Complex: Complex cases - manual renewal (Info)

Changes for EU legislation WI292918


Specialist areas - Complex International case - identify

Changes for EU legislation WI292918


Specialist areas - complex: change of circumstances - complex to non-complex

Changes for EU legislation WI292918


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Compliance, SCO or Inhibited only

Changes for EU legislation WI292918


Payment - returned or not received: BACS payment missing (AG)

Changes for EU legislation WI292918


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

Changes for EU legislation WI292918


Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence

Changes to EU legislation Wi292918


Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Changes for EU legislation WI292918


Notes - standardised messages (H to I): standardised messages - H - verification failures

Changes for EU legislation WI292918


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

EU legislative name change AC11. WI292819


Miscellaneous (P to V): claim or work item - action to take before processing

Amendments for EU legislation. WI292918


Eligibility - residency and immigration: Residence, presence and right to reside - right to reside (Info)

Amendments for EU legislative changes WI292918


Eligibility - residency and immigration: Residence, presence and right to reside - presence (Info)

Amendments for EU Legislative changes WI292918


Eligibility - residency and immigration: Residence, presence and right to reside - general (Info)

Changes for EU legislation WI292918


Eligibility - residency and immigration: Immigration control - exclusion exemptions (Info)

Changes for EU legislation WI292918


Eligibility - residency and immigration: Immigration control - not subject to (Info)

Changes for EU legislation WI292918


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)

Changes for EU legislation WI292918
Changes made regarding STC


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (Info)

Changes for EU legislation. WI292918


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (pre-award)

Changes for EU legislation WI292918


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 7/8 - Employer reference/name not matched (AG)

Changes for EU legislation WI292918


Claims - work lists (general): Incomplete Applications work list helpcard

EU legislative amendments WI292918


Claims - work lists (general): Incomplete Applications work list

STC note added
Changes for EU regulations WI292918


Claims - rejecting: rejection due to a verification failure

Changes for EU legislation WI292918


Claims - capture (L-P): NINO provision and verification (Info)

Amendment made for EU legislative changes WI292918


Changes - work (general A-M): Address/work change - country outside UK

Changes for EU legislation WI 292918


Changes - customer: Address - change (AG)

Changes for EU legislation WI292918


Changes: children (A-E): child or qualifying young person - adding or re-including

Amendments for EU legislation WI 292918


Appeals stages: Appeals stage 6 - action on receipt of Tribunal decision

Amendments for EU legislation WI292918


Appeals stages: Appeals stage 3 - settlement by agreement

Changes for EU legislation WI292918


Appeals stages: Appeals stage 1 - initial appeal action

Amendments for EU legislation WI292918


Specialist areas: international: right to reside: right to reside - establish if there is enough information

Amendments for EU legislation WI292918


Specialist areas: international: change in employment (UK or EU) international change of circumstances

Changes for EU legislation WI292918


Specialist areas: international: right to reside: right to reside - change of circumstances

Changes for EU legislation WI292918


Specialist areas: international: miscellaneous: EU involvement - adding a child or qualifying young person post award

Minor correction WI292918

Amendments for EU legislation WI292918


Specialist areas: international: miscellaneous: children of tax credits customers undertaking FTNAE in EU

Amendments for EU legislation. WI292918


Specialist areas: international: right to reside: right to reside - general

Changes for EU legislation WI292918


10 December 2020 published amendments

1 December 2020 published amendments

Changes - customer: Address - change (AG)

Changes made for task WI 296334.
Note added for when an address is being changed.


Specialist areas - Valuables: Birth certificates - replacement requests (AG)

Now held on the Tax Credit Guidance Hub WI294170


Specialist areas - Valuables: Birth certificates - replacement requests (Info)

Now held on the Tax Credit Guidance Hub WI294170


27 November 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

de38 slightly amended.

DE36 TO DE39 created for Scott Mason under WI294790.


26 November 2020 published amendments

How to check for exceptions to business rules

stc note added


Renewals - Annual Declaration (general): Late declaration received - consider new claim

STC note added


Miscellaneous (E to O): Good cause - renewals

STC note added


How to use Geographic Step Closure (GSC) Override function

date for stc


Specialist areas - complex: change of circumstances - complex to non-complex

note for added stc


Changes - miscellaneous (A-F): Family changes (Info)

note added for stc


Changes - miscellaneous (A-F): Deleting details (Info)

date added for stc


Miscellaneous (P to V): Tell Us Once - capturing and amending a claim

date added


Specialist areas: international: pre-award: international pre-award claims - rest of the world

date added regarding STC


Miscellaneous (W to Z): Withdrawing from tax credits

added date regarding new claims


Miscellaneous (E to O): Correspondence cannot be traced to claim

added date for no new claims


Changes - work (left job): Left only job, not starting new job

date of ending if new claims


Changes - work (left job): Left main job, started new main job within seven days

date added


Changes - work (left job): Left main job, started new main job outside seven days

new date added


Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)

new date added


Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)

date added for no new claims


Changes - work (left job): Left main job, has other jobs

new date added for no new claims


Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)

new date added for no new claims


Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)

date added for no new claims


Changes - work (general N-Z): Strike action - on strike (AG)

date added for no new claims


Changes - work (general N-Z): Started new job in addition to main job

date added for no new claims


Changes - customer: Family break-up

date added where new claims can not be made


Changes - miscellaneous (G-Z): Invite fresh claim

adding date of when no new claims can be received.


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

Now held on the Tax Credit Guidance Hub


25 November 2020 published amendments

24 November 2020 published amendments

Claims: contents

Link to TCM0072000 removed. Page archived


20 November 2020 published amendments

17 November 2020 published amendments

Payment: potential entitlement: potential entitlement - review queries - Post Room Team 4 only (AG)

Information now published on the Tax Credit Guidance Hub WI292069


12 November 2020 published amendments

10 November 2020 published amendments

Eligibility - income (other than earnings): Income - miscellaneous (Info)

Explanations added to Scottish Supplementary Payments WI292912


5 November 2020 published amendments

4 November 2020 published amendments

30 October 2020 published amendments

Specialist areas - Post Room: Post Room - Valuables action

Guidance now held in Tax Credits Guidance Hub WI290509


29 October 2020 published amendments

28 October 2020 published amendments

27 October 2020 published amendments

23 October 2020 published amendments

22 October 2020 published amendments

21 October 2020 published amendments

16 October 2020 published amendments

15 October 2020 published amendments

14 October 2020 published amendments

13 October 2020 published amendments

12 October 2020 published amendments

How to check for exceptions to business rules

SDP exception wording updated. STC/AV


9 October 2020 published amendments

8 October 2020 published amendments

Changes - miscellaneous (G-Z): Income changes

Process now held on Tax Credit Guidance Hub


29 September 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE24 amended to include "date" at the end of the HHN

DE23 and DE26 amended to change (HRCC/ER) in the HHNs to (HCC)


23 September 2020 published amendments

22 September 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New HHNs created for DWP Child NTC70074 a module off Tax credits Disability Guidance ntc80066. All part of task 243240


18 September 2020 published amendments

17 September 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE22 created for task WI286182. New task was not required as it should have come under existing task 243240


16 September 2020 published amendments

15 September 2020 published amendments

9 September 2020 published amendments

3 September 2020 published amendments

1 September 2020 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

PX09 and PX10 created urgently for Nathan Brown off an email as no-one in to create a WI despite him emailing the BIAG inbox.


27 August 2020 published amendments

26 August 2020 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

PX05 amended WI283028

New standardised messages PX02 to PX08 WI283028


25 August 2020 published amendments

Extra information: glossary: A

HVP added to abbreviations WI280681


21 August 2020 published amendments

19 August 2020 published amendments

18 August 2020 published amendments

13 August 2020 published amendments

Appeal stages - Mandatory Reconsideration - initial action

WI266093 - links to various steps were not working so re-linked

Second option at step 12 links to step 18 rather than step 17 (WI266093)


7 August 2020 published amendments

1 August 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE15 slight amendment to wording. Requested by Nathan Brown 27/7/2020 at 13.36pm


28 July 2020 published amendments

Eligibility - disability: Disability - pre-award checks

Further amendments made to Disability Assistance (Scotland)


How to check if the customer is entitled to the childcare element

Further amendments to Disability Assistance Scotland


Extra information: glossary: D

Further amendments made to Disability Assistance Scotland


23 July 2020 published amendments

21 July 2020 published amendments

17 July 2020 published amendments

15 July 2020 published amendments

14 July 2020 published amendments

8 July 2020 published amendments

Renewals - miscellaneous (S-Z): Renewals - terminating Unprocessed S17 work items

Guidance now Held on the Guidance Hub

Guidance now held on Tax Credits Guidance Hub


Renewals - Annual Declaration (general): Annual Declaration - manually issue notice - record date (Info)

Guidance now held on Tax Credits Guidance Hub.


Renewals - miscellaneous (S-Z): Renewals - terminated renewals - identify (Info)

Guidance now held on The Tax Credits Guidance Hub


Extra information - miscellaneous information: MU table

Unfinalised & Unprocessed S17 MU table now available on the guidance hub.


Changes - death (child): Death of a child - reporting to TCO

Added route if the notification of child death is via a work item in DMS.


Extra information - miscellaneous information: Deductions from income

Guidance now held on Tax Credits Hub


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

Guidance now held on Tax Credit Guidance Hub


7 July 2020 published amendments

2 July 2020 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New notes XQ15 and XQ16 added XQ14 amended WI273692


1 July 2020 published amendments

30 June 2020 published amendments

29 June 2020 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XQ09, XQ11 and XQ12 left blank ready to be added for WI266067 (R Fletcher), Also XQ13 already reserved for N Brown.

XQ14 added and published for B&C OPG Operational Readiness Team NW for task WI 273692. J Miller


25 June 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE12 and DE13 created on request of Pam Parkin via Caroline Ball direct to Lesley Harrison (no task raised!). Advised of procedure for future requests


22 June 2020 published amendments

How to find the remission class

WI266744 - Note added at step 2


17 June 2020 published amendments

Extra information: glossary: A

Updated with further common abbreviations WI267700


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE10 amended to provide options


16 June 2020 published amendments

12 June 2020 published amendments

10 June 2020 published amendments

9 June 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

New standardised message DE10 added for WI 268173 ( being worked by L Harrison). J Miller


5 June 2020 published amendments

4 June 2020 published amendments

2 June 2020 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New urgent HHN XQ10 created for Gary Prescott/Nathan Brown under task 267508


29 May 2020 published amendments

27 May 2020 published amendments

22 May 2020 published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)

Reference to Model Office removed under task STC315/AV.


Appeal stages - Mandatory Reconsideration - initial action

Reference to Model Office removed under task STC315/AV.


Appeals stages: Appeals stage 1 - initial appeal action

Reference to Model Office removed under task STC315/AV


Stopping tax credits: award declaration (capture): manual capture

Reference to Model Office removed under task STC315/AV


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

References to Model Office removed under task STC315/AV.


7 May 2020 published amendments

6 May 2020 published amendments

Changes - work (general A-M): Hours - increase/decrease

Guidance now held on Tax Credit Hub


30 April 2020 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New standardised message XQ06 for COVID-19 issue created for B&C (ORT) , task 258017


24 April 2020 published amendments

23 April 2020 published amendments

22 April 2020 published amendments

21 April 2020 published amendments

17 April 2020 published amendments

14 April 2020 published amendments

Changes - work lists: Unprocessed Change of Circumstances work list (AG)

Link to guidance Hub updated


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Republished in order to push visibility on gov.uk website, task 25481. J Miller


6 April 2020 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Amendment made to no longer used date from March 2020 to April 2020

New notes created ND78 - ND83 to replace ND06 -ND08, NC85 and ND13. Message added to original notes advising not to be used.


Eligibility - income (other than earnings): Income - benefits (Info)

Young Carers Grant added WI238038


Eligibility - income (other than earnings): Income - miscellaneous (Info)

New NI and Scottish supplementary payments added. NET disregard added. WI238038


3 April 2020 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

DE section and HHNs created under task 243240


Miscellaneous (A to B): rates and thresholds (Info)

Rates & thresholds added for 2020/21 WI244619


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

link corrected , task 252600

New section XQ standardised messages added for COVID-19 issue. Task 252600 J Miller


2 April 2020 published amendments

31 March 2020 published amendments

Changes - death (child): death of a child - Priority 1 team only

changes to FTNAE notification date made for task 251486, J Miller
Also updated NES team to Extra Support (ES) Team


Changes - children (F-Z): full-time non-advanced education or approved training - continuing

Change to the date for FTNAE extend box, task 251486, J Miller


26 March 2020 published amendments

25 March 2020 published amendments

24 March 2020 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

New standardised note NE71 added for Covid-19 related issue, requested by OE Customer Excellence, task WI 251481. J Miller


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

broken link correct in Step 17, task 247922


23 March 2020 published amendments

Notes - standardised messages (H to I): standardised messages - H - verification failures

Changes made to various HHNs under task 183664
Standardised Message HB48 added at request of OE Business Delivery, due to Covid-19 impacts, task 251246


20 March 2020 published amendments

13 March 2020 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XF67 standardised message added, request by ORT, task 250274


12 March 2020 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)

Format correction, task 247922

SH15 archived following update made to TCM0272140 - 'Rogue' MU no longer used/titled as that
Task 247922


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

Step 15 reviewed and updated to remove reference to 'Rogue MU'.
Standardised message SH15 will be archived.
Task 247922


5 March 2020 published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal

Process now held on Tax Credit Guidance Hub WI215298


4 March 2020 published amendments

3 March 2020 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)

RTI-SD90 made obsolete as part of WI236244 to prevent confusion with correct Incompatible-SD90 . HHN SD83 created under task 238258. HHN SD84 created under task 236244


Notes - standardised messages (T to W): standardised messages - U - Compliance

Robotics note UG43 added


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Wording of TP94 note amended and new notes (TD21 & TD22) added. STC312/AV.


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New XB25 to XB33 notes added. WI245733


28 February 2020 published amendments

How to restore a claim

Amended for 'Move to UC' - Release 2b. STC312/AV


Renewals: miscellaneous (G-R): renewals - restore terminated renewal

Amended for 'Move to UC - Release 2b. STC312/AV


Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested

Notes added for 'Move to UC - Release 2b'. STC312/AV


26 February 2020 published amendments

Renewals - miscellaneous (S-Z): Renewals termination - correspondence

Now held on the Tax Credits Guidance Hub WI233261


20 February 2020 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UG41 and UG42 created, following request from B&C CS Ops Performance Group
Task 246329.


18 February 2020 published amendments

14 February 2020 published amendments

Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)

Guidance now held in the Tax Credit Guidance Hub WI245445


Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)

Guidance now held on the Tax Credits Guidance Hub WI245445


Stopping tax credits: work lists: unprocessed IYS17 worklist (Info)

Guidance now held on the Tax Credits Guidance Hub. WI245445


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Additional new message XS51 added.

New standardised messages XS49 and XS50 added. WI244813


12 February 2020 published amendments

11 February 2020 published amendments

7 February 2020 published amendments

3 February 2020 published amendments

Extra information - miscellaneous information: MU table

SMU reinstated on MU table. Task WI237862


31 January 2020 published amendments

29 January 2020 published amendments

24 January 2020 published amendments

15 January 2020 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

TL18 note amended and TP33 & TP80 notes added. STC311/AV.


14 January 2020 published amendments

13 January 2020 published amendments

Miscellaneous: C to D: Compliance activity - identifying (AG)

Contact name amended at step 17 as per work task WI235320 and WI236598


8 January 2020 published amendments

Appeals stages: Appeals stage 1 - initial appeal action

Additional step added re TP95 message. STC159/AV.


Appeal stages - Mandatory Reconsideration - initial action

New step added re TP80 message. STC159/AV


7 January 2020 published amendments

3 January 2020 published amendments

2019

16 December 2019 published amendments

10 December 2019 published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Minor changes made under task WI183664. Tracey Billington required this guidance urgently so published my changes.


Notes - standardised messages (T to W): standardised messages - U - Compliance

New HHN UD47 & UD48 for mail merge. WI236414


4 December 2019 published amendments

21 November 2019 published amendments

Specialist areas: international: right to reside: retaining a right to reside following giving up work during the latter stages of pregnancy

Note added at beginning of introduction and a note removed further down in the introduction. Work task 233888


Contact - customers and employers: identity confirmation

First bullet point on step 5 amended. Task 232029


How to check claim details using function View Application

New note added at step 2


13 November 2019 published amendments

8 November 2019 published amendments

31 October 2019 published amendments

Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings

Amendments made to BF process for Suffix cases and new step added re suspending payments. STC310/AV.


30 October 2019 published amendments

Miscellaneous (E to O): NIRS exceptions

Amendment to Checklist and previous step 3 removed and steps renumbered.
Task WI 228977


25 October 2019 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)

SD90 HHN amended still as part of WI 227006

SD90 also included at the top of the page.

SD90 HHN created to include in Incompatible Ocelot process ntc80019 rather than using a RTI Incompatible HHN. Task 227006.


24 October 2019 published amendments

22 October 2019 published amendments

17 October 2019 published amendments

11 October 2019 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

New HH Note NP21 introduced in death of a newborn child situation.


9 October 2019 published amendments

8 October 2019 published amendments

3 October 2019 published amendments

27 September 2019 published amendments

Miscellaneous: C to D: Compliance activity - identifying (AG)

14 HHNs included in Step 5 and change of address for St Marks house rather than Diadem included at Step 7. Changes under task WI223059


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

NC81 obsolete message removed WI220480


Payment - overpayments (F-P): overpayments - notional entitlement - household breakdown reported late

Page updated to show new hyperlink.

Archiving reason text added


26 September 2019 published amendments

How to enter short-term childcare details

Amendments to Steps 3 & 4. WI225510


20 September 2019 published amendments

How to check for an EC claim indicator

How to amended under task WI183664


6 September 2019 published amendments

5 September 2019 published amendments

4 September 2019 published amendments

28 August 2019 published amendments

Appeals - Mandatory Reconsideration - process

Changes to stepS 2, 6 and 7. WI 221680.

Checking the indents on the Notes added line up correctly.

Changes to steps 2, 6 and 7 made under WI221680


23 August 2019 published amendments

22 August 2019 published amendments

16 August 2019 published amendments

15 August 2019 published amendments

Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings

New Step added to check HH notes before making a referral to P1 Team. STC309/AV


6 August 2019 published amendments

30 July 2019 published amendments

25 July 2019 published amendments

Miscellaneous (P to V): Subject Access Requests – identifying a SAR

Internal links for the Verbal SARS stencil and information stencil redacted to avoid external users incorrectly submitting a request.
J Miller, task 162706.

link to info needed for verbal SARS reqwuest updated. J Miller

links to verbal SAR info and template restored. J Miller


24 July 2019 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Amended to include notes for Move to UC Pilot. STC159/AV.


23 July 2019 published amendments

18 July 2019 published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

Amendment made to OE58 HHN. Included that TC2219 letter issued.


16 July 2019 published amendments

Changes - death (child): death of a child - Priority 1 team only

Update to Exception Team email details added, task 175417


7 June 2019 published amendments

Changes - death (child): death of a child - Priority 1 team only

Corrections made to step number/ links, tyask 175417


30 May 2019 published amendments

Changes - death (child): death of a child - Priority 1 team only

space added for Step 2

Formatting changed

Format correction made.

Changes made to incorporate a warm handover by Priority 1 Team for task 175417


16 May 2019 published amendments

10 May 2019 published amendments

9 May 2019 published amendments

How to verbally replay the S17 to the customer

Amendments made in Steps 1 - 3


7 May 2019 published amendments

1 May 2019 published amendments

24 April 2019 published amendments

18 April 2019 published amendments

17 April 2019 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)

Amendments to SD44 and SD43

SD44 amended to replace TCC50 with TCC239

SD50 amended to include TCC50 as well as TCC239

HHN SD50, 74, 75, 76 & 78 amended to include new letter/form TCC239.


12 April 2019 published amendments

11 April 2019 published amendments

10 April 2019 published amendments

Stopping Tax Credits - Establish if a change can be made to an in year finalisation claim (AG)

Additional step included (19) to remove if within an if in step 18. Also new note applied in step 23. SA.


8 April 2019 published amendments

4 April 2019 published amendments

2 April 2019 published amendments

29 March 2019 published amendments

28 March 2019 published amendments

27 March 2019 published amendments

26 March 2019 published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

Step 19 amended to add section 'If the hardship request is refused because of disposable income and the customer has had a previous adjustment'


25 March 2019 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

HRR - At First Contact redaction removed

New XB01 - XB17 HHN's added


22 March 2019 published amendments

Eligibility - income (employed and self-employed): Specific payments / Benefits included as income (Info)

new para added re MOD 18-19 one-off payment for personnel in Scotland


Eligibility - income (employed and self-employed): Earnings (Info)

New para added re MOD 18-19 one-off payment in Scotland


18 March 2019 published amendments

Eligibility - income (other than earnings): Income - benefits (Info)

Discretionary Housing Benefits added to the list of disregards

New disregarded payments added to the list.


14 March 2019 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

New SL48 HHN added


Notices - work lists: Household RLS work list suspended payment cases

The years in brackets after PY and PY-1 have been removed throughout the guidance


Changes: children (A-E): childcare changes

New Note added in "If the customer is reporting a short-term period of childcare, you'll need" and in Step 22


12 March 2019 published amendments

1 March 2019 published amendments

25 February 2019 published amendments

19 February 2019 published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal

Updated Step 5 with restore period WI190688


Miscellaneous (E to O): Good cause - renewals

Removed Note within Background WI190688


Renewals - miscellaneous (S-Z): Renewals termination - correspondence

Updated Step 14 with restore period. WI190688


Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested

Updated Step 2 with restore period. WI190688


15 February 2019 published amendments

14 February 2019 published amendments

8 February 2019 published amendments

7 February 2019 published amendments

Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases

FN03 & FN05 notes marked as no longer used for Gateway Closure project. STC305/AV.


How to use function Manage Withdrawal

Amended due to changes in Withdrawal functionality. STC306/AV.


5 February 2019 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

SDP notes added as part of Gateway Closure project. STC305/AV.


1 February 2019 published amendments

31 January 2019 published amendments

30 January 2019 published amendments

18 January 2019 published amendments

16 January 2019 published amendments

15 January 2019 published amendments

How to check for exceptions to business rules

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - WTC claims

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - new child claims

Amended for Gateway Closure project. STC305/AV.


Claims - work lists (general): Incomplete Applications work list

Update re DfC/SDP - SA


Renewals - Annual Declaration (general): Late declaration received - consider new claim

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (E to O): Good cause - renewals

Amended for Gateway Closure project. STC305/AV.


Renewals Annual Declaration (general): manual capturing a new claim - for late declarations

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (E to O): Incorrectly-ended cases - re-claim made (AG)

Amended for Gateway Closure project. STC305/AV.


How to use Geographic Step Closure (GSC) Override function

Amended for Gateway Closure project. STC305/AV.


Specialist areas - complex: change of circumstances - complex to non-complex

Amended for Gateway Closure project. STC305/AV.


Changes - death (customer): Death of a customer - Priority 1 team only

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (P to V): Tell Us Once - capturing and amending a claim

Amended for Gateway Closure project. STC305/AV.


Claims - requests: Eligibility query

Amended for Gateway Closure project. STC305/AV.


Specialist areas: international: pre-award: international pre-award claims - rest of the world

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (W to Z): Withdrawing from tax credits

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (E to O): no trace of claim - TC600

Amended for Gateway Closure project. STC305/AV.


Miscellaneous (E to O): Correspondence cannot be traced to claim

Amended for Gateway Closure project. STC305/AV.


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)

Amended for Gateway Closure project. STC305/AV.


Changes - work lists: Unprocessed Change of Circumstances work list (AG)

Amended for Gateway Closure project. STC305/AV.


Changes - work (left job): Left main job, started new main job outside seven days

Amended for Gateway Closure project. STC305/AV.


Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)

Amended for Gateway Closure project. STC305/AV.


Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)

Amended for Gateway Closure project. STC305/AV.


Changes - work (left job): Left main job, has other jobs

Amended for Gateway Closure project. STC305/AV.


14 January 2019 published amendments

Changes - work (left job): Left only job, not starting new job

Amended for Gateway Closure project. STC305/AV.


Changes - work (left job): Left main job, started new main job within seven days

Amended for Gateway Closure project. STC305/AV.


Changes - work (general N-Z): Strike action - on strike (AG)

Amended for Gateway Closure project. STC305/AV.


Changes - work (general N-Z): Started new job in addition to main job

Amended for Gateway Closure project. STC305/AV.


Changes - work (general A-M): Hours - increase/decrease

Amended for Gateway Closure project. STC305/AV.


Changes - work (general A-M): Employment started (AG)

Amended for Gateway Closure project. STC305/AV.


Changes - customer: Family break-up

Amended for Gateway Closure project. STC305/AV.


Changes - miscellaneous (G-Z): Invite fresh claim

Amended for Gateway Closure project. STC305/AV.


Claims - capture (L-P): manual capture helpcard

Amended or Gateway Closure project. STC305/AV.


11 January 2019 published amendments

Claims - work lists (general): Incomplete Applications work list

Update for Gateway Closure on 31/12/18 - SA


9 January 2019 published amendments

7 January 2019 published amendments

4 January 2019 published amendments

How to use Geographic Step Closure (GSC) Override function

Update to recognise Gateway closure on 31/12/18 - SA


Extra information - miscellaneous information: MU table

Additional MU added under Unprocessed S17. Task 167814


3 January 2019 published amendments

Extra information: A-Z index

Links to TCM0300010, TCM0072040, TCM0072060 & TCM0072160 removed as pages archived. STC305/AV


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

TG06 note restored following Fresh Thinking idea . STC305/AV


Claims - requests: Claim packs - issuing to non-UK addresses

Archiving reason text added. STC305/AV.


2 January 2019 published amendments

Claims - requests: Welsh language claims

Update for Gateway closure on 31/12/18 - SA


Claims - requests: Claim packs - issuing to non-UK addresses

Update for Gateway closure 31/12/18 - SA


Claims - requests: Claim form requests (Info)

Update for Gateway closure 2018 - SA


2018

20 December 2018 published amendments

Payment - overpayments (F-P): overpayments - notional entitlement - household breakdown reported late

Amended guidance message.

Redaction applied and guidance message added. WI183376.


19 December 2018 published amendments

18 December 2018 published amendments

Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - new child claims

Update for Gateway closure on 31/12/18 - SA


Miscellaneous (E to O): no trace of claim - TC600

Update for Gateway closure on 31/12/18 - SA


Miscellaneous (E to O): Correspondence cannot be traced to claim

Update for Gateway closure on 31/12/18 - SA


17 December 2018 published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

Hyperlink at Step 7 corrected

checking hyperlink

Hyperlink corrected at Step 7

Email address redacted at Step 7

New email address link added at Step 7


14 December 2018 published amendments

Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)

New Step 1 added

HHN OE50 changed to OE51 at Step 4


Backdating: backdating (all): backdating - initial action

Update for Gateway closure on 31/12/18 - SA

Task 3325 backdating re-write


Changes - customer: Family break-up

Amended for Gateway Closure project. STC305/AV


Changes - death (child): death of a child - Priority 1 team only

Changed to draft for task 175417 J Miller

Created paragraph to inform that run-on ends once UC claimed.


Changes - death (customer): Death of a customer - Priority 1 team only

Amended for Gateway Closure project. STC305/AV


Changes - miscellaneous (A-F): Deleting details (Info)

Update for gateway closure on 31/12/18 - SA

Notes added for Summer Budget 2017 (Task 1503/SB17)
Update accounts for more than 2 children exception for closed postcode areas


Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments

New details regarding receiving scans from other Government depts added throughout the guidance

Spelling correction in Step 13.


Changes - miscellaneous (A-F): Family changes (Info)

Update for Gateway closure on 31/12/18 - SA

Updated to include details of more than 2 children exception for closed postcode from 06/04/17.


Changes - miscellaneous (G-Z): Invite fresh claim

Amended for Gateway Closure project. STC305/AV

Additional steps added in relation to UC two child limit exception.


Changes - work (general A-M): Employment started (AG)

Amended for Gateway Closure project. STC305/AV


Changes - work (general A-M): Hours - increase/decrease

Amended for Gateway Closure project. STC305/AV

Task 1764. Step 3 updated to refer to insufficient information process. Step 4 deleted as covered in TCM0036150 Insufficient Information process.


Changes - work (general N-Z): Strike action - on strike (AG)

Amended for Gateway Closure project. STC305/AV

link updated


Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)

Amended for Gateway Closure project. STC305/AV

Amended regarding UC two child limit exception from 06/04/17. Task 1566 - updated to include DMS instructions


Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)

Amended for Gateway Closure project. STC305/AV

Amended regarding UC two child limit exception from 06/04/17. Also, Task 1566 - updated to include DMS instructions


Changes - work (left job): Left main job, has other jobs

Amended for Gateway Closure project. STC305/AV

Task 1566 - updated to include DMS instructions


Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)

Update for gateway closure on 31/12/18


Changes - work (left job): Left main job, started new main job outside seven days

Updates for Gateway closure - SA

Task 1764 - BF process removed and replaced with link to Insufficient Information process.


Changes - work (left job): Left main job, started new main job within seven days

Update for gateway closure on 31/12/18 - SA

Task 1764 BF process changed to insufficient information.


Changes - work (left job): Left only job, not starting new job

Update for gateway closure 31/12/18 - SA


Claims - capture (L-P): manual capture helpcard

Amended for Gateway Closure project. STC305/AV


Pre Capture - carers allowance and pension check

Update for Gateway closure on 31/12/18 - SA

Note added regarding Carers Allowance supplement at Step 8


Claims: pre-capture: pre-capture - childcare charges check

Gateway closure update for 31/12/18 - SA

'Netherton' removed for task 1689, J Miller


Claims: pre-capture: Pre-capture - child responsibility check

Update for Gateway closure - 31/12/18 - SA

"Netherton" removed for task 1689. re-titled


Claims: pre-capture: Pre-capture - employment check

Update for Gateway closure on 31/12/18 - SA

Netherton removed from background content, for task 1689.


Claims: pre-capture: Pre-capture - identity fraud check

Update for Gateway closure on 31/12/18 - SA

'Netherton' removed for task 1689, title amended


Claims: pre-capture: Pre-capture - income check

Update for Gateway closure on 31/12/18 - SA

'Netherton' removed for task 1689, title amended


Claims - requests: Eligibility query

Amended for Gateway Closure project. STC305/AV


Claims: storage and retrieval: Retrieval and return of casepapers

Update for Data protection Act changes 2018. Task 152883


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)

Update for Gateway closure 31/12/18 - SA

link updated


Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - WTC claims

Update for Gateway closure on 31/12/18 - SA

Task 1689, Netherton replaced


Miscellaneous (E to O): Good cause - renewals

Amended for Gateway Closure project. STC305/AV

Reference to DfC added as part of UC NI project and roles & access para added.


Miscellaneous (P to V): Tell Us Once - capturing and amending a claim

Amended for Gateway Closure project. STC305/AV

Step 8 amended to remove option for a customer to insist on being issued a claim pack in a closed postcode area.


Miscellaneous (W to Z): Withdrawing from tax credits

Update for Gateway closure 31/12/18 - SA

Amended regarding UC 2 child limit exception from 06/04/17.


Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases

Amended for Gateway Closure project. STC305/AV


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)

Amended for Gateway Closure project. STC305/AV

New SB80 HHN produced in respect of task 149308. Amendments to SB70 and SB71.


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)

Amended for Gateway Closure project. STC305/AV

Correction to SI34 HHN explanation.


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

Amended for Gateway Closure project. STC305/AV


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Amended for Gateway Closure project. STC305/AV

new Standardised Messages for task 180005


Renewals Annual Declaration (general): manual capturing a new claim - for late declarations

Amended for Gateway Closure project. STC305/AV


Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years

Amended for Gateway Closure project. STC305/AV

Tried putting a double indent in at Step 12


Specialist areas - complex: change of circumstances - complex to non-complex

Update for Gateway closure on 31/12/18 - SA

Notes added for Summer Budget 15 (Task 1503/SB15)
Updated to account for more than 2 children exception for closed postcode areas


Specialist areas - complex: change of circumstances - non-complex to complex

Amendment of guidance to advise ChB systems to be replaced by HMRC systems - Task 1869.

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas: international: pre-award: international pre-award claims - rest of the world

Amended for Gateway Closure project. STC305/AV

Text amended in Step 4 to include new standard wording where joint claim has been made but should have been a single claim. Task 3295


Extra information: A-Z index

Archived pages removed, general housekeeping

TCM0218020 title amended & TCM0216120 archived Task 1410


How to conduct the self-employment assessment on self-employed entertainers and performers

Update for Data Protection Act changes 2018 for task 152883. J Miller


How to verbally replay the S17 to the customer

update made for task 168330


Specialist areas - Specialist Trace: New claims only - All new claims received in the UK after 01/03/2014 - Guidance for Rule 2 teams only

redaction class applied


Changes - miscellaneous (G-Z): PY-1 or earlier changes (AG)

Task 1566 - updated to include DMS instructions


Specialist areas: international: miscellaneous: customer selected for self-employment check – stock (AG)

Word amended in introduction. Word added to Step 12, first 'If' statement and new exceptions note added to Step 8. Task 1373.


Extra information: How To index

TCM1000655 added as part of Gateway Closure project. STC305/AV


Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams

redaction class applied


How to request a re-issue of the IYS17

minor formatting amendment


Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)

Reverted to draft. STC300/AV. Step 7 Updated. AV


Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)

Link to TCM0370620 changed to TCM0370040 and link to TCM0346560 removed as pages now archived. Page also re-titled. STC291/AV


How to close an appeal

DfC included for Northern Ireland


Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years - returned correspondence and expired BF cases

Notes added for SB15/Task 1503


How to use Digital Mail Service (DMS)

retention policy prompt added


Specialist areas – Persons from abroad: Gateway Protection Programme

Task 1784 cash cheque decomissioning, note added to step 3


How to check the amount of tax credit debt which has been transferred to the Department for Work and Pensions (DWP)/Department for Communities (DfC) for collection

DfC included for Northern Ireland and intro note


How to refer a request to amend the apportionment split of a joint debt to Debt Management Banking (DMB) for DMB to apply a manual re-apportionment

NI information added


How to make or cancel remission when debt has transferred to the Department for Work and Pensions (DWP)/Department for Communities (DfC)

Updated to include DfC for Northern Ireland


How to use Geographic Step Closure (GSC) Override function

Reference to DfC added as part of UC NI project.


Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings

Reference to Step 14 within Step 7 corrected to Step 13. STC302/AV


Appeals: In-year adjustments appeals

Task 1566 - updated to include DMS instructions


Appeals - Mandatory Reconsideration - process

Address for N ireland updated for task 149717


Appeals stages: Appeals stage 1 - initial appeal action

Task 1566 - updated to include DMS instructions


Appeals stages: Appeals stage 3 - settlement by agreement

Note added to advise Child Benefit computer systems to be replaced by HMRC IT systems - Task 1869. Note added to advise to check for bank details - Task 1784 cash cheque decommissioning


Appeals stages: Appeals stage 4 - preparing the response

Address for n Ireland amended for task 149717


Backdating: backdating (all): amend effective date - backdating

Task 3325 Backdating re-write.


Backdating: backdating (all): amend effective date - forward dating

Task 3325 backdating re-write


Backdating: backdating (all): disability - backdating following award of qualifying disability benefit

Task 3325 backdating re-write


Backdating: backdating (all): earlier claim - establishing evidence

Task 3325 backdating re-write


Backdating: backdating (all): manual calculation - backdating

Task 3325 backdating re-write


Changes: children (A-E): child or qualifying young person - adding or re-including

HH Note HB28 has been replaced with HB47.


Changes: children (A-E): child or young person - ending responsibility

Task 1764. Amendments from BF process to Insufficient Information process. Step 9 deleted. HHNs amended in Step 17.


Changes: children (A-E): childcare changes

HHN NJ05 added at Step 26


Changes: children (A-E): children and qualifying young persons (Info)

Note added for Summer Budget 15 (Task 1503/SB15)


Changes: children (A-E): duplicate child or young person / child or young person incorrectly on claim or award

Task 1566 - updated to include DMS instructions


Changes - children (F-Z): full-time non-advanced education or approved training - continuing

Task 1764, insufficient information links added to replace BF process


Changes - children (F-Z): Full-time non-advanced education or approved training - leaving

Task 1764. Step 2 amended for Insufficient Information process, step 9 relevant hhns updated.


Changes - children (F-Z): Full-time non-advanced education or approved training - left and registered with qualifying body

Amended Step 2 to include Insufficient Information link and Step 12 to show correct household notes. (Task 1764). Steps deleted/merged to shorten guidance


Changes - children (F-Z): Signals history (child signals only) - correcting effective date (AG)

Task 1566 - updated to include DMS instructions


Changes - children (F-Z): Signals history (child signals only) - correcting start and end dates (AG)

Task 1566 - updated to include DMS instructions


Changes - customer: Address - change (AG)

Task 1764


Changes - customer: Customer or Partner is serving a prison sentence or on remand

link updated


Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment

Format change.


Changes - customer: Insufficient information provided by customer

link updated


Changes - customer: Name change - customer (AG)

Task 1764 hhn reference changed in step 7, step 10 amended to show 'if you have followed step 7 and step 8' to steps 8 and 9.


Changes - death (child): Death of a child - new claims (Info)

Paragraph included to advise that run-on ends if customer claims UC


Changes - death (child): Death of a child - new claims (AG)

Paragraph created to inform customer that 8 week run-on will end once UC claimed.


Changes - death (Child): death of a child identified in the national media - Priority 1 team only

Paragraph included to advise that run-on will end if UC claimed


Changes - death (child): Death of a child - referrals to Priority 1 team

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - miscellaneous (A-F): Capture correction (AG)

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (A-F): Deleting details (AG)

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (A-F): establish if a change can be made (Info)

minor formatting


Changes - miscellaneous (G-Z): PY-2 or earlier changes manual calculation

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (G-Z): Notification of an award of disability benefit - child

link updated


Changes - miscellaneous (G-Z): S19 - Priority 1 or Mismatch team change of circumstances (AG)

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (G-Z): Signals history - correcting effective date (AG)

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (G-Z): Signals history - correcting start/end dates (AG)

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (G-Z): What is a change of circumstance? (Info)

Updated to include same sex marriage information. Task 316.


Changes: payments: bank or building society account change / payment frequency (Info)

Task 1784 removed reference to payment by cashcheque


Changes: payments: bank or building society account change /payment frequency (AG)

broken template reattached


Changes - work (general A-M): Benefit start/end dates

Step 5 amended, linked to Step 17 but this has been deleted. Updated to show Step 13.


Changes - work (general A-M): Hours Worked warning message (AG)

Task 1566 - updated to include DMS instructions


Changes - work (general N-Z): Place of work history - ending (AG)

Task 1566 - updated to include DMS instructions


Changes - work (general N-Z): Place of work history - entering (AG)

Task 1566 - updated to include DMS instructions


Changes - work (general N-Z): Started new job in addition to main job

Amended regarding UC two child limit exception from 06/04/17. Also, Task 1566 - updated to include DMS instructions


Changes - work lists: Unprocessed Change of Circumstances work list (AG)

WI140680 - Change dummy NINO in Step 17


Claims: capture (A-C): compliance allegation referrals

Task 4414. HumInt link


Claims: capture (D-K): effective date - determine (Info)

DfC included for Northern Ireland


Claims: capture (D-K): further information supplied by customer

merged with TCM0064140


Claims: capture (D-K): Intelligent Manual Capture - Disability element (Info)

Note added to the guidance to advise ChB computer systems will be replaced by HMRC IT systems.


Claims: capture (D-K): Intelligent Manual Capture - information capture and processing (Info)

Guidance amended to remove reference to CBOL - task 1869


Claims: capture (D-K): intelligent manual capture - information capture (AG)

how to access TC669 on SEES, details added


Claims: pre-capture: TC1094 letter issued - customer queries

'Netherton' removed for task 1689, title amended


Claims - rejecting: rejection due to a verification failure

Minor amendment


Claims - rejecting: Resurrecting rejected claims

link updated


Claims: storage and retrieval: scanned image retrieval (Info)

"Netherton only" removed. Task 1689


Claims - work lists (general): Child in current award - clerical referral action

Note added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (general): Child in current award - CBO spreadsheet

Note added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (general): Incomplete Applications work list

All references to TC1222 amended to TC1094


Claims - work lists (general): Pre-award - full-time non-advanced education check

Background and Step 2 amended to remove references to CBOL - Task 1869


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 1 - Applicant not matched

Task 1245 Amended to include issue of TC1120


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2b - Child deceased

Notes added for summer budget 15. Task 1503


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - post award claims

Update the child's date of birth added at Steps 6 and 13


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - pre-award claims

Update chhild's date of birth added to Steps 17, 18, 26 and 27


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 3 - Applicant in current NTC award

Update for Data Protection Act changes 2018 for task 152883. J Miller


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4/4b - 16 and up to 20 in current NTC award (Info)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4a - Child in current award as adult (effective date on or after 24/05/06)

Task 3344 - Step 5 added note regarding exception cases


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4b - 16 and up to 20 in current NTC award - applicant in current award as child (on or after 24/05/06) (post award)

Update for Data Protection Act changes 2018. Task 152883


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4b - 16 and up to 20 in current NTC award - applicant in current award as child (on or after 24/05/06) (pre-award)

Update for Data Protection Act changes 2018. Task 152883


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4b - 16 and up to 20 in current NTC award - applicant in current award as child (prior to 24/05/06) (AG)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (post award)

Task 3344. Note added to step 2 regarding exceptions


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (pre-award)

Note added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 6 - Bank account / Sort code invalid (Info)

Update for Data Protection Act changes 2018. Task 152883


Claims - work lists (VFs - miscellaneous): Verification Failures - bank accounts - foreign (AG)

link updated, general reformatting


Claims - work lists (VFs - miscellaneous): Verification Failures - Compliance activity

minor amendment


Claims - work lists (VFs - miscellaneous): Verification Failures - double provision - review exercise

merged with TCM0080200


Claim form-income and childcare sections- further information for foster carers

Notes added for Summer Budget 17 (Task 1503/SB17)


Eligibility - disability: Disability - pre-award checks

Task 1566 - updated to include DMS instructions


Eligibility - entitlement: Child Tax Credit entitlement - elements (Info)

Notes added for Summer Budget 17 (Task 1503/SB17)


Eligibility - income (other than earnings): Income - property (Info)

Property income Note added to reflect TCTM.


Eligibility - miscellaneous: Family membership - eligibility (Info)

Notes added for Summer Budget 15 (Task 1503/SB15)


Eligibility - remunerative work (determining): Foster carers and Kinship carers (Info)

Notes added for Summer Budget 15 (Task 1503/SB17)


Eligibility - residency and immigration: Residence, presence and right to reside - general (Info)

Updated to include information about same sex marriage. Task 316.


Miscellaneous (A to B): Access to DWP Data (Info)

Intro and Info pages merged


Miscellaneous (A to B): Award calculation (Introduction)

Notes added for Summer Budget 15 (Task 1503/SB17)


Miscellaneous: C to D: incorrect details - identifying (Info)

Notes added for Summer Budget 15 (Task 1503/SB15)


Miscellaneous: C to D: Compliance activity - identifying (AG)

Amendment to Step 5 - added new Compliance note UG10, and new Step 6. Plus general reformatting (Task 1683)


Miscellaneous: C to D: resolve DWP alert type 3000 and 3002 - non-match on NINO

minor amendment


Miscellaneous: C to D: resolve DWP alert type 3064 - date of death

merged with info page


Miscellaneous (E to O): Incorrectly-ended cases - re-claim not made (AG)

Amended regarding UC 2 child limit exception from 06/04/17.


Miscellaneous (E to O): no trace of claim - TC600

Bullets reformatted. Amended regarding UC two child limit exception.


Miscellaneous (P to V): Visual impairment (AG)

Amendment made in Step 7


Notes - recording and viewing: Household Notes - deletion (Info)

removed reference to cash cheque (task1784)


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Corrected AR08 HHN to include notice date.


Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating

Task 3325 Backdating New Household Note BZ43 and amended BZ09


Notes: Standardised Messages (A to D): Standardised Messages - C - Complaints

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres

New note EX03 added.


Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches

Change to sign off for standardised referencing (Task 2071). Reformatted.


Notes - standardised messages (H to I): standardised messages - H - verification failures

HH Note HB28 withdrawn and replaced with HB47


Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

New HHN IA42 added relating to child or children living in Member State.


Notes - Standardised Messages (J to M): Standardised Messages - J - Third party enquiries / Foreign documents

Change to sign off for standardised referencing (Task 2071). Reformatted.


Notes - Standardised Messages (J to M): Standardised Messages - K - Identity fraud - remedial cases

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (J to M): Standardised Messages - L - Incompletes

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence

Standardised Messages MT17 and MT18 added for task 138870.


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

New hh notes added ND75-ND77. Task WI176364


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

"Note no longer used" message added to various HHN's


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

OC02 note created. Task 178410


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)

Change to sign off for standardised referencing (Task 2071)


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

PM24 and PM34 amended for task 179492


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

Task 2091 cashcheque replacement product


Notes - Standardised Messages (Q to R): Standardised Messages - Q - Manual capture

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (Q to R): Standardised Messages - R - Resolution

Spelling correction made


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

New note added SK08.


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

TI14 note created to recognised HHBD after UC has already ended claim


Notes - standardised messages (T to W): standardised messages - U - Compliance

Held in draft as part of HRCC Campaign. New notes at UD26 and 27 made live 19/7/18.


Notes - Standardised Messages (T to W): Standardised Messages - V - Valuables

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (T to W): Standardised Messages - W - Debt Management

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (X to Z): Standardised Messages - Y - Employer Liaison Team / Payment via Employer

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (X to Z): Standardised Messages - Z - Internal Governance (Criminal Investigations)

Task 2071 - change to sign off for standardised referencing


Notices - general: Notices - applicant notice queries

Note(s) added for changes to NTC historical output notices availability, task 152891


Notices - general: Notices - re-issue

Note(s) added for changes to NTC historical output notices availability, task 152891


Notices - general: Notices - manual correspondence team

VIMU address changed.


Notices - general: RLS items - post award / Annual Declaration

Note(s) added for changes to NTC historical output notices availability, task 152891


Notices - general: RLS items - pre-award

Amended Steps 1-6 and removed Steps 7 and 8. Added rejecting claim into Step 6.


Notices - general: RLS items - rejected or withdrawn claims

Note(s) added for changes to NTC historical output notices availability, task 152891


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 work list (Info)

Note added for summer budget 2015 (task 1503)


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Awaiting change of circumstances (AG)

Guidance Repairs to Step numbers and years updated Task 2109


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Man Fin and Ren (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Multi Entry (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Not Past 1SD (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Not Past 2SD (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Unprocessed change of circumstances (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Verification failures (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - initial action

Notes added for summer budget 2015 (task 1503)


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Appeal or Complex only

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Compliance, SCO or Inhibited (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Duplicate

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incompatible - benefit only (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incompatible - earnings and benefits (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Multi Entry (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - PY-1 Incompatible (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Superseded, Ceased joint reply, Ceased other income (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Terminated only (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Unprocessed change of circumstances (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures - ‘Navigate’ toolbar option unavailable (AG)

Task 1566 - updated to include DMS instructions


Payment - direct payments: Direct payments - cancelling and re-issuing (Info)

Removed reference to cash cheques as a direct payment. Included note regarding cash cheques no longer issued from April 2017. (Task 1784)


Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

Amended Joint Enquiry Team email address


Payment - manual payment: Calculate and schedule manual payments and BF maintenance - Manual Payments Team only

amended for Summer Budget15 (task 1503) note re URP at step 4 (task1784/cash cheque)


Payment - manual payment: Manual payment - calculating and scheduling payments -TCO

Task 1784 cash cheque decommissioning changed How To at Step 20


Payment: manual payment - Check payment postings

Task 1784 removed reference to cash cheque


Payment - overpayments (A-C): overpayments - bankrupt or sequestrated customers

Major update of guidance due to legislative change. Task 1111


Payment - overpayments (A-C): Overpayments - payments posted to wrong year

Task 1784 removed reference to giro and cash cheque


Payment - overpayments (A-C): Overpayments - changes to be reported within a month (Info)

Updated to include information on same sex marriage. Task 316.


Payment - overpayments (D-E): Overpayments - death of a customer

Reference to DfC added as part of UC NI project.


Payment - overpayments (D-E): disputed overpayments-establish three month time limit

Amendment to Steps 14 & 15 to include action to be followed if DMS correspondence is being worked. (Task 2063)


Payment - overpayments (D-E): Overpayments - explanations - referral or letter received

Updated to include DfC for Northern Ireland


Payment - overpayments (F-P): overpayments - notional entitlement - household ended as part of Error and Fraud activity

Deliberate error replaced by fraudulent/non fraudulent behaviour and hyperlinks checked to ensure readers are not being directed via old HMRC intranet.


Payment - overpayments (F-P): overpayments - notional entitlement - household breakdown reported late

Changes made at Step 24. Task 1713


Payment - overpayments (Q-Z): overpayments - RPT020 received from Jobcentre Plus - TCO only (Info)

DfC included for Northern Ireland


Payment: potential entitlement: potential entitlement - release (AG)

TASK 1729 - removal of TCMZ prefix for household notes (hh notes), re-drafted notes and alignment with new standardised notes for task


Payment: potential entitlement: potential entitlement - review queries - CSSG only (AG)

TASK 1729 - removal of TCMZ prefix for household notes (hh notes), re-drafted notes and alignment with new standardised notes for task


Payment: potential entitlement: potential entitlement - review queries - Post Room Team 4 only (AG)

TASK 1729 - removal of TCMZ prefix for household notes (hh notes), re-drafted notes and alignment with new standardised notes for task


Payment - returned or not received: Cashcheque returned (Info)

page merged with TCM0236100


Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Added in to Step 11 to remove the Payment Suspension marker - Task 5447


Payment - work lists: Ceased Employment work list

Add HHN UB09 at Step 12 Task 843


Payment - work lists: Informed choice work list

Task 1784 cash cheque decommissioning


Renewals - Annual Declaration (capture): Annual Declaration - manual capture

Summer Budget 15 changes added


Renewals - Annual Declaration (capture): Annual Declaration - manually log

Task 1566 - updated to include DMS instructions


Renewals - Annual Declaration (general): Late declaration received - consider new claim

Amended regarding UC two child limit exception from 06/04/2017.


Renewals - Annual Declaration (general): Annual Declaration - February 1 to April 5 - Manage Finalisation Team only

Task 1566 - updated to include DMS instructions


Renewals - Annual Declaration (general): Annual Declaration - manual duplicate Annual Declaration (AG)

Task 1503 Summer Budget 15 changes


Renewals - change of circumstances: Renewals - family break-up - TCO only

Task 1503 Summer Budget 15 changes


Renewals - miscellaneous (A-F): Renewals - attachments - P60

Guidance change from step 6, task 2007


Renewals - miscellaneous (A-F): Renewals - clerical cases - handling (AG)

Task 1503 Summer Budget 15 changes.


Renewals - miscellaneous (S-Z): Renewals termination - correspondence

Task 1503 Summer Budget 15 changes.


Renewals - miscellaneous (S-Z): Renewals - unfinalised awards

Task 1566 - updated to include DMS instructions


Renewals - miscellaneous (S-Z): Renewals - unfinalised awards - subsequent year finalised - subsequent unfinalised years

Task 1566 - updated to include DMS instructions


Renewals - Mismatch Team: Mismatch Team - Phase 1 - issue TC603 (Auto-renewal)

Task 1566 - updated to include DMS instructions


Renewals - Mismatch Team: Mismatch Team - Phase 1 - issue TC603 (Reply required)

Task 1566 - updated to include DMS instructions


Renewals - Mismatch Team: Mismatch Team - Phase 3 - amend and issue TC602

Task 1566 - updated to include DMS instructions


Renewals - Unfinalised multi-years: Unfinalised multi-years- Terminate and invite new claim

Amended regarding UC two child limit exception from 06/04/17. Block quote removed.


Renewals - Unfinalised multi-years: Unfinalised multi-years - Not four-weekly paid - terminate and invite new claim

'Netherton' removed for task 1689


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Appeal only

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

Step 10 if declarations received on the same day changed to go to Step 17. Step 14 if status of the renewal is finalised changed to go to Step 20.


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible

Notes added to Steps 4, 7 and 38 relating to when CY UC marker is set or HHN TP04 present asking caseworker to finalise PY.


Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible

Amendments made to Steps 9,10, 26 & 32.
At step 9, 26 and 32 where it refers to areas being greyed out or available, theses have been deleted as this information is included in How to TCM1000017. Task 161443 refers.


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

At step 38 first If statement as going to step 38 so changed this to step 39 as part of warranty period.


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Multi-entry

Notes added to Steps 1, 2 and 3 relating when CY UC marker or HHN TP04 present for caseworker to finalise PY.


Specialist areas - Complex International case - identify

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - complex: complex cases - manual renewal (AG)

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - Complex: Complex cases - manual renewal payments (Info)

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - complex: complex cases - manual renewal payments (AG)

Task 1784 removed reference to R92TC as no longer available


Specialist areas - Complex: Complex cases - payment and accounting (Info)

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - Complex: Complex cases - payment and accounting (AG)

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - Complex: Complex cases - renewals - annual declaration - not returned or returned undelivered

Redaction class applied


Specialist areas - Complex: Complex cases - renewals - annual declaration - returned / Unprocessed S17 work list item created

Redaction class applied


Specialist areas - Complex: Complex cases - renewals - customer contact after manual Statement of Account issued

Redaction class applied


Specialist areas - document verification: document handling: missing document action - TCO only

Redaction added


Specialist areas: international: change in employment (UK or EU) international change of circumstances

Corrected Hyperlink in Step 8


Specialist areas - international claims: manually paying WTC and CTC together

Redaction class applied


Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from European Union Member State

Task 1784 cash cheque decommissioning removed reference to payment by giro


Specialist areas - international claims: preparing case to pay WTC and CTC

link updated


Specialist areas - Persons from abroad: Persons From Abroad team - Pre award claims - Customers are subject to immigration control

link updated


Specialist areas - Persons from abroad: Persons From Abroad team - Refugee backdating

Reformatted


Specialist areas - Specialist Trace: Claim form referrals - no NINO / BFPO / incorrect date of birth

Block quote removed. Amended regarding UC two child limit exception.


Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only - VAL blocked action

link updated


Specialist areas - Valuables: Birth certificates - replacement requests (Info)

'Netherton' removed, task 1689


Specialist areas - Valuables: Cashcheques - returned automatic cashcheques (Info)

redaction class applied


Specialist areas - Valuables: Cashcheques - returned automatic cashcheques (AG)

link updated


Specialist areas - Valuables: Valuable items (Info)

removed reference to cash cheque and included note (task 1784)


Specialist areas: international: miscellaneous: post-award change of circumstances - lead in

Task 1784 cash cheque decommissioning added note re bank details


Specialist areas: international: miscellaneous: death of a worker in the UK

link updated


Specialist areas: international: miscellaneous: EU involvement - adding a child or qualifying young person post award

Redaction class applied


Specialist areas: international: miscellaneous: incorrect state - claim made

link updated


Specialist areas: international: pre-award: international pre-award claims - initial action

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas: international: pre-award: international pre-award claims - Crown servants

Notes added for Summer Budget 15 (Task 1503/SB15)


Extra information: glossary: E

Notes added for Summer Budget 15 (Task 1503/SB15)


Extra information - miscellaneous information: Child entitlement messages

Amendment to 2 lines to mirror 2 changed error messages. Task 1503 warranty


Extra information - miscellaneous information: Individual Voluntary Arrangement overpayment calculation - notes relating to example spreadsheet

Changes due to court judgement and dates brought up to date


Extra information - miscellaneous information: MU table

Missing MU reinstated. UK Complex been added into Miscellaneous section.


Extra information - miscellaneous information: Paragraphs for same sex couples

Updated to include information on same sex marriage. Task 316.


Stopping Tax credits - Award Declaration - returning award declaration (info)

DfC included for Northern Ireland


Stopping Tax credits - Award Declaration (capture): Award Declaration - validation check failures

Link to TCM0354360 changed to TCM0370040 as original page now archived. STC291/AV


How to recall a BACS payment

Task 2175 added link to form and contact numbers.


How to calculate childcare effective dates

New sentence and Note added after Note: If childcare ended on a Sunday... Task 951


How to register an appeal on the tax credits computer

Updated to include DfC for Northern Ireland


13 December 2018 published amendments

Specialist areas - Bank Liaison: Bank accounts - foreign

Bank account number changed at step 11. Task 178901


11 December 2018 published amendments

7 December 2018 published amendments

Changes - work (general N-Z): Started new job in addition to main job

Amended for Gateway Closure project. STC305/AV


27 November 2018 published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

amendment to HHN made for tsk 177569

New HHN OE52 added for task 177569


20 November 2018 published amendments

16 November 2018 published amendments

15 November 2018 published amendments

Extra information: How To index

word change made to title of TCM1000654 for task 168330


13 November 2018 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

NJ07 amended

Amendments made to NJ02 and NJ03. New NJ07 added


8 November 2018 published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

Amendment made to Joint Enquiry Team (JET) email address.


24 October 2018 published amendments

How to request documents stored on Accutrac

email address added for estates at step 1.


16 October 2018 published amendments

11 October 2018 published amendments

10 October 2018 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

New Standardisd Messages added (NL20 & NL21) for task 171806
Further amendments made to ND33-ND63 for task 169913


9 October 2018 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

New Standardised Messages NL20 & NL21 added for task 171806.

More notes added to Misc section as per task 169913


8 October 2018 published amendments

4 October 2018 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Amended misc notes numbers

New hh notes added from ND30 as per task169913


28 September 2018 published amendments

10 September 2018 published amendments

How to verbally replay the S17 to the customer

date removed from step 7. Task 155338


5 September 2018 published amendments

Extra information: How To index

New How To TCM1000654 added


4 September 2018 published amendments

30 August 2018 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Updated notes AR08 and AR23 to prevent misinterpretation of meaning.


16 August 2018 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Amendment made to NG22

Amendments made to NG22-NG24

Amendments made to NG22 - NG24

New HHN numbers added to the Childrens Index

New HHN's added. NG22, NG23 & NG24


15 August 2018 published amendments

30 July 2018 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

This Note no longer used from July 2018 added to various notes


24 July 2018 published amendments

Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings

Redundant steps removed following task review. STC302/AV


19 July 2018 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

New Household notes re SMS messages at UD26 and UD27 plus updated UG10


Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years

Indent added in Step 12 for the Note

Spell check put through the guidance so a few slight changes made.

Further amendments implemented following meeting today 18/6/18 and what was agreed. Amendments to Step 12 following meeting 18/7/18 Task 149308.


16 July 2018 published amendments

12 July 2018 published amendments

11 July 2018 published amendments

Payment - direct payments: Direct payments - validate large payments

Partly updated by amending HHN's in Steps 8, 12, 13, 16 and17. Step 18 removed and document renumbered 18 onwards.


10 July 2018 published amendments

5 July 2018 published amendments

3 July 2018 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

Changes made to the PM32, PM61 and PM62 Standardized Messages.


Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

Amended Steps 7, 8 and 31 to show correct HHN and to issue TC2043 letter. Also corrected link in Step 11 to Step 12 rather than 13.


27 June 2018 published amendments

26 June 2018 published amendments

25 June 2018 published amendments

Notes - recording and viewing: Maintain Household Notes function (Info)

Update for Data Protection Act changes 2018 for task 152883. J Miller


Notes - recording and viewing: Application Notes (Info)

Act changes 2018 for task 152883. J Miller


Notes - recording and viewing: Notes - recording and viewing (Introduction)

Update for Data Protection Act changes 2018 for task 152883. J Miller


Miscellaneous (E to O): NINO investigation case management

Update for Data Protection Act changes 2018 for task 152883. J Miller


Contact - complaints handling (except CSSG): Complaints handling - all areas except CSSG

Update for Data Protection Act changes 2018 for task 152883. J Miller


21 June 2018 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible

advice changed to advise at step 31 and TCM0172080 changed to TCM0172060


19 June 2018 published amendments

15 June 2018 published amendments

13 June 2018 published amendments

7 June 2018 published amendments

How to view the date of issue of an Individual Debt Statement (IDS) – TC1131

Note(s) added for changes to NTC historical output notices availability, task 152891


How to re-issue an Individual Debt Statement (IDS) - TC1131

Note(s) added for changes to NTC historical output notices availability, task 152891


How to issue duplicate or copy notices

Note(s) added for changes to NTC historical output notices availability, task 152891


How to issue duplicate or copy notices

Note(s) added for changes to NTC historical output notices availability, task 152891


How to find the type of notice that was issued

Note(s) added for changes to NTC historical output notices availability, task 152891


How to find the date a notice was issued

Note(s) added for changes to NTC historical output notices availability, task 152891


Stopping tax credits: miscellaneous: RLS - dealing with a returned In Year S17 notice or non-issue of an IYS17 notice due to RLS

Note(s) added for changes to NTC historical output notices availability, task 152891


Award Declaration - RLS markers (info)

Note(s) added for changes to NTC historical output notices availability, task 152891


6 June 2018 published amendments

Extra information: functions

Note(s) added for changes to NTC historical output notices availability, task 152891


Renewals - miscellaneous (S-Z): Renewals - Statement of Account (Info)

Note(s) added for changes to NTC historical output notices availability, task 152891


Payment - overpayments (F-P): Overpayments - HMRC and customer responsibilities (Info)

Note(s) added for changes to NTC historical output notices availability, task 152891


Notices - general: RLS items: undelivered notices

Note(s) added for changes to NTC historical output notices availability, task 152891


5 June 2018 published amendments

How to enter childcare costs when they are claimed for the first time

Update contails lower level detail on the process


1 June 2018 published amendments

Specialist areas: international: right to reside: retaining a right to reside following giving up work during the latter stages of pregnancy

Format change


Specialist areas: international: right to reside: contents

Format change

New page added. TCM0307180 - Retaining a right to reside following giving up work during the latter stages of pregnancy


31 May 2018 published amendments

Extra information: glossary: T

New bullet point added in the Temporary and permanent absence paragraph


29 May 2018 published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

amendment made to step 21 and step 22 to show updated process


25 May 2018 published amendments

24 May 2018 published amendments

Appeals- Response writers- consider what information can be disclosed

Update for Data protection Act changes 2018. Task 152883


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

New notes AR24 & AR25 added. Task 2136


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

Step 27 in 1st If statement removed bulet stating "make a note that you will need to contact customer by telephone or issue a TC664". In the warranty period.


Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years

Links checked as last time I saved in draft it published!


23 May 2018 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible

Note added to Steps 2, 3 and 6 for when a CY UC marker or HHN TP04 present to - finalise PY.


17 May 2018 published amendments

Appeal stages - Mandatory Reconsideration - initial action

Address for N Ireland updated for task 149717.


8 May 2018 published amendments

Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments

New Step added at Step 13 - if customers AA, DLA , PIP or AFIP has stopped. Renumbered Steps and corrected links as required.


4 May 2018 published amendments

Claims: capture (Q-Z): unauthorised access to a claim

Amendment to introduction by deleting 'redirect the correspondence on DMS'. Step 9 dealing with a piece opf corre and mail item from DMS cahanged around in the step. Electronic removed prior to records in Steps 8, 9 and 10. Extra bullet in 10.


Notes - standardised messages (T to W): standardised messages - U - Compliance

Change made to HHN UA61 to include S31 or S32 which ever is applicable.


3 May 2018 published amendments

2 May 2018 published amendments

Changes - customer: contents

New page added TCM0036092 Customer is serving a prison sentence, no children and tax credit is in payment.


26 April 2018 published amendments

25 April 2018 published amendments

23 April 2018 published amendments

Appeals stages: Appeals stage 4 - preparing the response

address for NI Appeals service updated for task WI 149717

Address updated for NI Appeals Service for task WI 149717


Appeals - Mandatory Reconsideration - process

Address for NI Appeals Service updated for task WI 149717


Specialist areas: international: change in employment (UK or EU) international change of circumstances

Amended guidance. Step 8 updated to show the letter to issue is TC2206


Appeal stages - Mandatory Reconsideration - initial action

Manual Owner details updated WI 149717

Address for NI Appeals Service updated for WI 149717


18 April 2018 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

New MR Household Note AR30 DB
Amendments to AD01 - AD15 and new AD16 and AD17 added LH


17 April 2018 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

Spelling of Finalised in guidance amended to make guidance consistent.


13 April 2018 published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence

New household notes added for National Minimum Wage. MW01-MW10. Task 146245


10 April 2018 published amendments

Eligibility - income (other than earnings): Income - miscellaneous (Info)

Department of Employment and Learning changed to Department for Communities and/or the Department for the Economy


6 April 2018 published amendments

4 April 2018 published amendments

How to calculate whether the Taxable Social Security Benefit figure falls within the ADD daily rate percentage parameter

Note added regarding the Carers Allowance Supplement paid in Scotland


Eligibility - income (other than earnings): Income - miscellaneous (Info)

Certain Scottish supplementary payments added


Eligibility - income (other than earnings): Income - benefits (Info)

Details of Carer's Allowance Supplement paid in Scotland added


Extra information: glossary: B

New section added for Benefit paid by Scotland


Miscellaneous (A to B): rates and thresholds (Info)

added 2018-2019 rates and thresholds


29 March 2018 published amendments

Extra information: glossary: A

Bullet point amended in relation to the Social Care (Wales) Act 2016


Eligibility - childcare element (WTC): Childcare provided in child's home - Wales (Info)

New paragraph re. Social Care (Wales) Act 2016 added


28 March 2018 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate

New step 10 giving instructions if duplicate declarations are received on the same day. Steps following step 10 renumbered. New steps 17, 18 and 19. What was 17 send docs to storage now 20. Additional 3 SW HHNS 84,85 & 86 included in steps 17 - 19


Notes - standardised messages (T to W): standardised messages - U - Compliance

Updated notes UA18, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 59, 63, 84, 86, 91, UB97. New notes UG12,13, 14, 15,16


Eligibility - income (other than earnings): Income - investments (Info)

19.3.18 Disregard, Help to Save Bonus added


27 March 2018 published amendments

23 March 2018 published amendments

Extra information - Bank Details Guide - Bank Details Guide (Introduction)

WI144709 - Updated Bank Liaison team contact details.


21 March 2018 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible

At Step 32 Where the 'Refer to manual process' pop up appears, transfer the Unprocessed S17 worklist item to Robotic BF MU replaced with S17 Incompatible MU.


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

Spelling amendments made


20 March 2018 published amendments

16 March 2018 published amendments

15 March 2018 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

WI 142141 New standardised message added


Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

WI 138928 Step 18 amended


Extra information - miscellaneous information: MU table

Unproc S17 Incompatible Robotic BF 249914 included


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible

At Step 32 Unprocessed S17 Incompatible BF MU replaced with S17 Robotics BF MU.

Various changes made to incorporate new Call Me letter TC2207


Extra information: How To index

New How To TCM1000651 added


14 March 2018 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

New household notes AR28 and AR29 added Task 138627


Contact - customers and employers: using Big Word

Amended to draft RF
WI 142201 Note added to Required Information


Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Amended to draft for WvP task 1895 RF
New Household notes added IJ11 - IJ15 CT


13 March 2018 published amendments

9 March 2018 published amendments

Extra information: glossary: A

Update the 'Approved Training' courses for Northern Ireland.


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

WI 133736 HH Note wording amended for RTI


8 March 2018 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

changes to step 16 made for task 5446. changes to background notes made for task 5456.
cnanges to step 12 made for task 5448. changes to step 23 and step 24 made for task 1881. J Miller


7 March 2018 published amendments

5 March 2018 published amendments

Specialist areas: international: change in employment (UK or EU) international change of circumstances

reverted to draft for Task 2041 (GM).
Process updated for Right to Reside satisfied by residency.


28 February 2018 published amendments

22 February 2018 published amendments

20 February 2018 published amendments

Extra information - Bank Details Guide - Bank Details Guide - N

WI 133749 - Nationwide payment information amended


14 February 2018 published amendments

13 February 2018 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Amendment to TD05 note needed to include Re-claim date. STC298/AV.


8 February 2018 published amendments

5 February 2018 published amendments

Claims - capture (L-P): manual capture helpcard

removal of links to TCM0066280 and TCM0062280 for task 1689


NTC listings (miscellaneous): NTC listing - PXCE listing

Link to TCM0066280 removed for task 1689.


2 February 2018 published amendments

Eligibility - income (calculation): Income calculation - general deductions (Info)

Note added to clarify who can claim Gift Aid deductions Task 138852 - 6067487


24 January 2018 published amendments

Specialist areas - document verification: document handling: missing document action - TCO only

Amended to Draft Task 3359 RF
changes made for task 1689, J Miller
Rewritten for staff in WVP DS PW


23 January 2018 published amendments

22 January 2018 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

All redundant notes archived or deleted as appropriate. STC291/AV.


8 January 2018 published amendments

Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)

TC600 amended to TC603 in the Background section. Task 1333 CT 8.1.18


2017

21 December 2017 published amendments

18 December 2017 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

Amendments as a result of task 2125. Renewals worklist automation Robot issuing letter/form and populating HHNs


15 December 2017 published amendments

Changes: children (A-E): childcare changes

Task (3261) amendment to include TC1250. Plus minor formatting amendments


Backdating: backdating (all): contents

Links to TCM0022140 archived

New pages TCM0022120 & TCM0022150 added.


7 December 2017 published amendments

6 December 2017 published amendments

Payment - payment profile: Payment profile - payment frequency (Info)

Amended 'One off payments' para to include paying a balance following a change of circs. Tasl 5479.


5 December 2017 published amendments

30 November 2017 published amendments

29 November 2017 published amendments

28 November 2017 published amendments

24 November 2017 published amendments

23 November 2017 published amendments

22 November 2017 published amendments

21 November 2017 published amendments

17 November 2017 published amendments

16 November 2017 published amendments

Claims - rejecting: contents

archived page removed


Claims - rejecting: rejection due to a verification failure

Step 3 amended to include additional standard wording around no RTR, 3 month residency and when joint claim should have been made as a single claim (Task 3295). Merged with info page TCM0070080.


15 November 2017 published amendments

14 November 2017 published amendments

Specialist areas: Rapid Data Capture: contents

archived pages removed


Specialist areas - Post Room: Post Room - initial action

Task 1689, Netherton removed, Step 11 deleted


9 November 2017 published amendments

How to apply the Minimum Earnings Threshold (MET) check to determine whether employment or self-employment is Genuine and Effective (G&E)

MET levels updated to include 2016-2017 and 2017-2018 tax years (Task 4416)


Claims: pre-capture: Pre-capture - employment check

'Netherton' removed for task 1689. title amended


Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams

Task 1245 - change reference to STU guidance in Step 3. Met check table updated for 17/18


Claims: pre-capture: contents

Netherton removed from title task 1689. re-titled pre-capture


8 November 2017 published amendments

3 November 2017 published amendments

Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)

Removal of steps 25 & 30-38 following review & testing. STC289/AV


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Amendments made to TU prefix notes following review. STC289/AV


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Task 2136. Added standardised notes AR24 and AR25.


2 November 2017 published amendments

31 October 2017 published amendments

27 October 2017 published amendments

25 October 2017 published amendments

24 October 2017 published amendments

20 October 2017 published amendments

19 October 2017 published amendments

18 October 2017 published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

New HHN's, OE41 - OE49 added. Task 1333


Changes - death (customer): Death of a customer - referrals to Priority 1 team (Info)

Amended to draft Task 1689 (CT)
Changes made in accordance with the new scanning contract. Task 1689


Stopping tax credits: change of circumstances: where to notify (Info)

bullet point for appropriate office address from October 2017 added. Task 1689


Renewals - change of circumstances: Renewals - change of circumstances - where to notify (Info)

bullet point added for appropriate addresses from Oct 2017 task 1689.


Claims: capture (D-K): intelligent manual capture - disability element (AG)

Bullet point at Step 2 removed re case having been referred from Netherton to Scotland to perform a Severe Disability check.Task 1689


13 October 2017 published amendments

11 October 2017 published amendments

4 October 2017 published amendments

How to check for entitlement to the four-week run-on

Changed the wording on second Note at Step 1 to read 'will still be eligible to' instead of 'will still receive'. Added 'Upon finalisation' to second sentence.


3 October 2017 published amendments

Extra information: How To index

New How To TCM1000137 added


Changes - miscellaneous (A-F): establish if a change can be made (AG)

Amended step 26 for PY entitlement income banding check without using sees calc


27 September 2017 published amendments

Changes - death (customer): Death of a customer - referrals to Priority 1 team (Info)

DfC included for Northern Ireland.
Scanning project Task 1689


Backdating: backdating (all): disability - backdating following award of qualifying disability benefit

DfC included for Northern Ireland


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

New TL18 note for referral of DOB mismatch cases and 'response' changed to 'action' on TD08 note. STC284/AV


Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings

New step 12 & step 21 added re referring DOB listings for further investigation. STC284/AV.


How to check if the recovery of an overpayment has been suspended due to the debt being transferred to the Department for Work and Pensions (DWP)/Department for Communities (DfC) for collection

DfC included for Northern Ireland and info note


How to check which customer the overpayment relates to once debt has been transferred to the Department for Work and Pensions (DWP)/Department for Communities (DfC) for collection

DfC included for Northern Ireland and intro note


How to identify if an overpayment has been transferred to Department for Work and Pensions (DWP)/Department for Communities (DfC) for collection

Included DfC for Northern Ireland and intro note


How to check if customer’s postcode is in a closed postcode area

Reference to DfC added as part of UC NI project.


How to check if customer’s postcode is in a closed postcode area

Reference to DfC added as part of UC NI project.


How to complete form DCI1

Updated to include DfC for Northern Ireland


How to complete the late appeal template

Updated to include DfC for Northern ireland


Payment - overpayments (A-C): overpayments (introduction)

Updated to include note for payment recovery in Northern Ireland


Miscellaneous: C to D: resolve DWP alert type 3064 - date of death

DfC included for Northern Irleand


26 September 2017 published amendments

7 September 2017 published amendments

How to adjust in year payments

Amended for Task 1707


Appeals - Mandatory Reconsideration - process

Step 4 and step 7 amended to updated procedure task 2210/3346


Specialist areas: international: European Union Member States: EU Member States - recovery of family benefit on behalf of EUMS

Step 3 removed as no longer applies, steps renumbered (Task 1404)


6 September 2017 published amendments

5 September 2017 published amendments

31 August 2017 published amendments

30 August 2017 published amendments

25 August 2017 published amendments

Extra information: glossary: A

DSD changed to DfC as part of UC NI project and SSAFA childcare providers removed.


Specialist areas: international: European Member States: contents

New page TCM0305300 added


24 August 2017 published amendments

Extra information - miscellaneous information: MU table

Corrected broken links

MU Table amended to show associated tasks and work lists.


Extra information: How To index

TCM1000314 added


Claims - work lists (general): Incomplete Applications work list helpcard

The guidance was written within a table, which is incompatible with gov.uk, so has been removed. Task 2111


23 August 2017 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UD17-20 added

Amendment to Compliance standardised messages (Task 2071)

HRCC update - new household notes Task2271


22 August 2017 published amendments

18 August 2017 published amendments

Renewals - change of circumstances: Renewals - change of circumstances - where to notify (Info)

Includes reference to DfC from May 2016

created reference to DfC from May 2016


Stopping tax credits: change of circumstances: where to notify (Info)

Includes ref to DFC from May 2016

Reference to DFC from May 2016 included


Notes - recording and viewing: Standardised referencing

Compliance note amended


Miscellaneous (A to B): Access to DWP Data (Info)

DSD reference changed to DfC


Payment - hardship: contents

TCM0218020 republished after redaction issues resolved


Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

guidance republished


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Amendment to TC15 and TC16


17 August 2017 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Amended wording to AR11, AR14 and AR15 Task 2093 . New notes AR26 and AR27 added Task 2146


Payment - hardship: contents

page removed


Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

unpublished

Amendments plus addition of process for NES cases Task 1707


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XF21 and XF22 added for TFC

NOT published - added XF21 & XF22 TFC notes


16 August 2017 published amendments

11 August 2017 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible

Amendments as a result of task 2125. Renewals worklist automation Robot issuing letter/form and populating HHNs


10 August 2017 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Sign off removed from AR notes as standard reference is already given at beginning of notes section. (Task 2093)


9 August 2017 published amendments

8 August 2017 published amendments

4 August 2017 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible

Amendments as a result of task 2125. Renewals worklist automation Robot issuing letter/form and populating HHNs


2 August 2017 published amendments

Changes - death (customer): Death of a customer - reporting to TCO (Info)

Changes made in accordance with the new scanning contract, Task 1689.


Specialist areas - multi-agency: multi-agency - information disclosure to outside bodies

Step 4. Central Policy Team name updated to Process Design & Excellence Team.


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

XK03 note added.


1 August 2017 published amendments

28 July 2017 published amendments

Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Task 2201 AFP BF process


Renewals Annual Declaration (general): manual capturing a new claim - for late declarations

Address & Children sections amended to remove option for customer insisting that a claim is captured if they are in a closed postcode area.


How to check if customer’s postcode is in a closed postcode area

Bullet added at Step 9 to state that a claim pack cannot be issued to a customer in a closed postcode area.


Changes - death (customer): Death of a customer - Priority 1 team only

Bullet added to step 26 re not sending a claim pack to customers in closed postcode areas.


Claims - capture (L-P): manual capture helpcard

Part 2 amended to remove the option of customer insisting that the claim is captured if they are in a closed postcode area.


21 July 2017 published amendments

Extra information: contents

new How To List added to contents page


20 July 2017 published amendments

Contact - customers and employers: Typetalk (Info)

Updated to new name and removing RNID reference.


18 July 2017 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

New note NW30 added about child's change of name.


Changes - children (F-Z): Name change - child

A child's name can be changed if it is due to transgender or gender questioning. Task 2185.


13 July 2017 published amendments

How to contact Debt Management

Updated with current process


How to find the Access to DWP Data System manual

Update to include current route to ADDM


11 July 2017 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

Amendment to Compliance standardised messages (Task 2071)


Changes - children (F-Z): Name change - child

A child's name can be changed if it is due to transgender or gender questioning. Task 2185.


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

Task 1707 - slight amendments to wording - PM22 and PM26.


Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (Q to R): Standardised Messages - R - Resolution

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Amendment to Compliance standardised messages (Task 2071)


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

Change to sign off for standardised referencing (Task 2071)


7 July 2017 published amendments

6 July 2017 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Change to sign off for standardised referencing (Task 2071)


Notes - standardised messages (H to I): standardised messages - H - verification failures

Change to sign off for standardised referencing (Task 2071)


Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases

Change to sign off for standardised referencing (Task 2071). Reformatted.


Notes - recording and viewing: Maintain Household Notes function (Info)

Change to sign off for standardised referencing (Task 2071). Reformatted block quote removed.


Notes - recording and viewing: Application Notes and Household Notes - correct completion (AG)

Change to sign off for standardised referencing (Task 2071). Reformatted.


Notes - recording and viewing: Application Notes (Info)

Change to sign off for standardised referencing (Task 2071) Reformatting.


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Change to sign off for standardised referencing (Task 2071)


Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating

Change to sign off for standardised referencing (Task 2071)


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Change to sign off for standardised referencing (Task 2071)


5 July 2017 published amendments

4 July 2017 published amendments

30 June 2017 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Reallocation of XH02 to XH04. XH01 XH02 and XH03 already used for Rules & digital service. Tasks 1196 and 1723.


29 June 2017 published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New digital note created for new tax credit claims using an I-form Task 1967


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

Amendments made to SW67 and SW68 to include outbound call.


23 June 2017 published amendments

Changes: children (A-E): child or qualifying young person - adding or re-including

Task 1764, amended at Step 9 to follow Insufficient Information process if unable to contact customer for info or customer unable to provide missing info


22 June 2017 published amendments

How to finalise PY and renew CY using Manage Finalise

Additional info to revisit case Task 2125


21 June 2017 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

New HHNs SW63 to SW73 for S17 Renewals and Robotic Automation


How to check, establish the reason for, set or remove the Finalisation Inhibited signal

Note added to refer staff back to the original guidance where working an HRR/UP case. Task 1771


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

New Household note XK01 added


20 June 2017 published amendments

Claims - work lists (general): Incomplete Applications work list

Amended due to PXCE functionality update re invalid postcodes. Reference to double clicking removed from step 24.


Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

HH note to include the date restriction ended


16 June 2017 published amendments

Changes - work (general A-M): Benefit start/end dates

Task 1764. Step 2 to follow Insufficient Information. Step 4 customer now in receipt of ESA(IR) or PC reworded. Step 7 to calculate 4WRO as no longer send to 4WRO team. Steps renumbered.


15 June 2017 published amendments

Changes - customer: Family break-up

Task 1764. Wording to update household notes amended.

Task 1764. Step 3 form changed from TC1036 to TC1213. Step 10 remove reference to TC648. Step 18 deleted and incorporated into step 16.


14 June 2017 published amendments

13 June 2017 published amendments

Changes - children (F-Z): full-time non-advanced education or approved training - returning to education - not continuous

Step 11 added

Task 1764 step 2 updated for Insufficient Information process, Step 10 updated to send redirection sheet instead of TC649


Specialist areas: international: miscellaneous: address changed to non-UK / non-EU - temporary or permanent

Task 1764 updates to step 8 for household note and step 11 for process to notify CBO


How to restore a claim

Added notes to remind household breakdown date must be entered Task 1922


9 June 2017 published amendments

Changes: children (A-E): date of birth - correction

Task 1764, step 3 updated from TC609 to TC664, Steps 8 and 9 changed from three months to one month


Payment - direct payments: Direct payments - validate large payments

Added note to consider identified error example. Task 1922


Notes - standardised messages (H to I): standardised messages - H - verification failures

HC73, HC74, HC75 added (Task 1725)


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

SN32, SN33 and SQ08 added - Task 1725


8 June 2017 published amendments

Changes - work (general A-M): Employment started (AG)

Step 2 amended to include step to check for bank account
Step 3 amended to show insufficient information process
Step 15 household notes removed
Reformatted for readability.


How to update previous year income details

Steps 2 and 3 amended Task 1764


Renewals - Annual Declaration (capture): Annual Declaration - returning

Removed 'Netherton' for task 1689


Specialist areas - Valuables: Birth certificates - replacement requests (AG)

'Netherton' removed from steps, some reformatting,task 1689


Extra information - miscellaneous information: MU table

Robotics MUs added


7 June 2017 published amendments

1 June 2017 published amendments

Claims - work lists (general): Incomplete Applications work list

Step 23 amended to show process of accessing ADD - Task 1898


31 May 2017 published amendments

26 May 2017 published amendments

Extra information - miscellaneous information: MU table

MU Table amended to show associated tasks and work lists.

05/04/17 version republished

MUs added for Exceptions - Task 1503


Claims: storage and retrieval: storage - preparing and sending documents

"Netherton" removed . Task 1689


Claims: storage and retrieval: scanned image retrieval (AG)

"Netherton only" removed. Task 1689


25 May 2017 published amendments

24 May 2017 published amendments

Notices - work lists: contents

Links to TCM0186040 and TCM0186020 archived


Payment - overpayments (D-E): disputed overpayments-establish three month time limit

Amended Step 14 to advise caseworker to address all issues before transferring papers to storage (Task 2063)


23 May 2017 published amendments

19 May 2017 published amendments

18 May 2017 published amendments

Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)

Amended following issues raised during testing.


16 May 2017 published amendments

12 May 2017 published amendments

Extra information - miscellaneous information: MU table

MU Table amended to show associated tasks and work lists.


11 May 2017 published amendments

Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)

Step 16 amended re transferring worklist items to Complex.


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

TU43 & TU44 notes added re Appeals & Complex. TD17, TD18 and TU30 made obsolete.


Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Task 1784 cash cheque decommissioning


10 May 2017 published amendments

9 May 2017 published amendments

5 May 2017 published amendments

4 May 2017 published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - pre-award claims

Step 7 linked to new How To TCM1000098

New link at Step 9 and replaced interim guidance to permanent guidance link. General edit.


Appeals - Mandatory Reconsideration - process

Step 7 amended


3 May 2017 published amendments

Appeals - Mandatory Reconsideration - process

Task 1903 - updated to include reference to new household note AR23 replacing AR08


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Task 1903 - Updated to include revised AR08 note and new AR22 and AR23 household notes.


2 May 2017 published amendments

28 April 2017 published amendments

Payment - hardship (general): Hardship - clerical top-up after referral from DMB - TCO only

Task1784 removed reference to R92TC form as no longer used.


Extra information - miscellaneous information: MU table

MU Table restructured to group management units with corresponding task and work lists.


Payment - work lists: Authorise or reject user requested payments - URP Authorisers Team

Task 1784 removed reference to R92TC as form no longer in use


Payment: manual payment - User Requested Payment (URP) - determine if it can be paid by Bacs

Task 1784 removed reference to R92TC as form no longer used


27 April 2017 published amendments

Specialist areas - complex: complex cases - manual payments - issuing

Task 1784 cash cheque decommissioning removed link to out of date guidance


25 April 2017 published amendments

21 April 2017 published amendments

20 April 2017 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

New Household Note UG11 to advise outcome of Compliance activity (Task 2054).


Backdating: backdating (all): backdating - initial action

New steps included to recognise possible Universal Credit (UC) interest


19 April 2017 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating

BZ42 note added re not backdating into a UC period.


Specialist areas: international: pre-award: international - pre-award claims - EU nationals with no abroad involvement

Task 1784 cash cheque decommissioning


How to calculate the outstanding overpayment and any recoveries made since the IVA date

Changes due to court judgement. Task 1111


Payment - overpayments (F-P): Overpayments - Individual Voluntary Arrangement reported

Guidance updated to take account of court judgement. Task 1111


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

Updated IVA notes and three new ones created. Tasks 1111 and 1214


Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams

Amendment to Step 16. Task 862.


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Updated to include TL17 message


Specialist areas - Specialist Trace: contents

TCM0300260 added to contents page


Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Task 1784 cash cheque decommissioning project


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Unprocessed change of circumstances

Task 1503 Summer Budget 15 changes


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

Task 1503 Summer Budget 15 changes


Renewals - Mismatch Team: Mismatch Team - Phase 2 - process returned TC603D

Task 1503 Summer Budget 15 changes


Renewals: miscellaneous (G-R): renewals - late correspondence - identify

62 days amended to 60 days to align with legislative timeline.
Task 1503 Summer Budget 15 changes.


Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years

Task 1503 Summer Budget 15 changes.
Amended regarding UC 2 child limit exception.


Renewals Annual Declaration (general): manual capturing a new claim - for late declarations

Amended regarding UC two child limit exception from 06/04/17. Also amended for Summer Budget 15 (1503)


18 April 2017 published amendments

Notes - recording and viewing: Notes - recording and viewing (Introduction)

Note advising that a HHN should not be added in Rejected claims as this will resurrect the Rejected claim. (Task 1392)


Notes - recording and viewing: Application Notes (Info)

Note advising that a HHN should not be added in Rejected claim as this will resurrect the Rejected claim. (Task 1392)


Changes - work lists: Unprocessed Change of Circumstances work list (AG)

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (A-F): establish if a change can be made (AG)

Task 1566 - Amended to include DMS instructions


Changes: children (A-E): child or qualifying young person - adding or re-including

Task 1566 - updated to include DMS instructions


13 April 2017 published amendments

12 April 2017 published amendments

Changes - miscellaneous (G-Z): contents

TCM0044160 added back in after page error caused deletion


Specialist areas - international claims: manually paying WTC up front

Task 1784 cash cheque decommissioning removed reference to giro payment


Appeals stages: Appeals stage 6 - action on receipt of Tribunal decision

Task 1784 cash cheque decommissioning note added as step 3 to check for bank details


Specialist areas: international: miscellaneous: death of a worker in the UK

Step 11 amended to remove reference to CBOL - Task 1869


Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments

Step 3 amended to remove reference to CBOL - Task 1869


Miscellaneous: C to D: identity fraud

Note added to advise Child Benefit computer systems to be replaced by HMRC IT systems


11 April 2017 published amendments

Miscellaneous (A to B): rates and thresholds (Info)

2017/18 rates and thresholds added. 2016/17 corrected


How to check for a match on Child Benefit Service

Note added to guidance to advise Child Benefit computer systems will be replaced with HMRC IT systems.


How to update customer details using CBUS screens

Note added to advise Child Benefit computer systems will be replaced by HMRC IT systems - task 1869


How to update customer details using CBUS schedules

Note added to advise Child Benefit computer systems will be replaced by HMRC IT systems - Task 1869


How to obtain or check a child’s reference number on a Child Benefit claim

Note added to guidance to advise Child Benefit computer systems to be replaced by HMRC IT systems - Task 1869


Specialist areas - Post Office card account: Post Office card account - POca action guide

Note added to advise Child Benefit computer systems to be replaced by HMRC IT systems - Task 1869


Claims - capture (L-P): manual capture helpcard

Amendment to 6.5 Task 1784 cash cheque decommissioning


Appeals stages: Appeals stage 7 - consideration of appeal to Upper Tribunal

Note added to advise to check for bank details - Task 1784 cash cheque decommissioning


Claims: capture (D-K): intelligent manual capture - information capture (AG)

Amendments to step 28 (task1784 cash cheque decommissioning)


Specialist areas - Persons from abroad: Persons From Abroad team - Pre award claims - Customers are subject to immigration control

Task 1784 cash cheque decommissioning project removed reference to giro payment


10 April 2017 published amendments

7 April 2017 published amendments

6 April 2017 published amendments

5 April 2017 published amendments

Extra information - miscellaneous information: MU table

MUs added for Exceptions - Task 1503


Claims - capture (L-P): manual capture helpcard

Notes added for summer budget 15. Task 1503. Amended regarding UC two child limit exception.


Changes - work lists: Unprocessed Change of Circumstances work list (AG)

Block quote removed. Additional steps added regarding UC two child limit. Notes added for Summer Budget 15 (Task 1503/SB15)


Miscellaneous (P to V): Tell Us Once - capturing and amending a claim

Notes added for summer budget 2015 (task 1503). Amended regarding UC two child limit exception.


Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - WTC claims

Amended re exceptions to closed postcode areas. Plus, notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (general): Incomplete Applications work list

Amended re UC two child limit exception.
Task 1784 - additional 'If' statement at Step 88
Notes added for Summer Budget 15 (Task 1503/SB15)


Notes - standardised messages (T to W): standardised messages - U - Compliance

New UD notes added (UD11-UD15) Task HRR 1771


Renewals: Annual Declaration - sifting correspondence - Netherton only

Task 1503 summer Budget process map and key words


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Amended regarding UC 2 child limit exception. TU prefix notes amended following review of IYF Unprocessed guidance. TD05 note amended due to re-claim scenario.


Claims - requests: Eligibility query

Amended regarding UC two child limit exception.


Changes - death (customer): Death of a customer - Priority 1 team only

Amended regarding UC 2 child limit exception.


Miscellaneous (E to O): Correspondence cannot be traced to claim

Bullets formatted. Amended regarding UC two child limit exception.


4 April 2017 published amendments

Specialist areas: Rapid Data Capture: Rapid Data Capture - post handling (AG)

Task 1503 summer budget changes


How to check if customer’s postcode is in a closed postcode area

updated to include additional exception for more than 2 children in closed postcode areas


How to use Geographic Step Closure (GSC) Override function

updated to include details of more than 2 children exception for closed postcode


How to check if customer’s postcode is in a closed postcode area

change to include more than 2 children exception for closed postcode areas


Claims: pre-capture: Pre-capture - identity fraud check

Additional closed postcode exception included for 2 or more children


Claims: pre-capture: Pre-capture - employment check

change to include additional exception (2 or more children) to closed postcode guidance


Claims: pre-capture: Pre-capture - income check

Additional closed postcode exception included for 2 or more children


Claims: pre-capture: pre-capture - childcare charges check

Notes added for summer budget 17. Task 1503
Change to include additional 2 or more child exception for closed postcode.


Pre Capture - carers allowance and pension check

Change to include additional exception (2 or more children) to closed postcode guidance


Specialist areas: international: miscellaneous: incorrect state - claim made

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas: international: miscellaneous: derived rights

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas: international: miscellaneous: EU involvement - adding a child or qualifying young person post award

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas: international: pre-award: international - pre-award claims - EU nationals with no abroad involvement

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - Persons from abroad: Persons From Abroad team - Pre award claims - Customers are subject to immigration control

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - international claims: preparing case to pay WTC and CTC

Notes added as part of Summer Budget 2017 changes (Task 1503/SB17)


Specialist Areas - Persons from abroad - Pre award claims - Joint claim - One customer is subject to immigration control - No child responsibility

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas – Persons from abroad: Gateway Protection Programme

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from European Union Member State

Notes added as part of Summer Budget 2017 changes (Task 1503/SB17)


Specialist areas - Persons from abroad: Persons From Abroad team - Refugee backdating

Notes added for Summer Budget 15 (Task 1503/SB15)


Extra information - miscellaneous information: Child entitlement messages

Note added for Summer Budget 15 (Task 1503/SB15)
Error messages added - task 1503


Specialist areas - international claims: manually paying WTC and CTC together

Notes added for Summer Budget 15 (Task 1503/SB15). Removed reference to giro payments (Task 1784/cashcheques)


Specialist areas - Complex: Complex cases - renewals - customer contact after manual Statement of Account issued

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - Complex: Complex cases - renewals - annual declaration - returned / Unprocessed S17 work list item created

Notes added for Summer Budget 15 (Task 1503/SB15)


Specialist areas - complex: complex cases - manual payments - issuing

Notes added for Summer Budget 15 (Task 1503/SB15). Removed reference to form R92 and added note URP's (Task1784/Cashcheques)


Specialist areas - Complex: Complex cases - renewals - annual declaration - not returned or returned undelivered

Notes added for Summer Budget 15 (Task 1503/SB15)


How to use the SEES Tax Credits Entitlement Calculator

SB15/1503 - Notes added to Step 3


Claims: capture (A-C): claim forms with attachments - sifting at Netherton

Amended for SB15/1503


Notices - general: Notices - manual correspondence team

Notes added for summer budget 2015 (task 1503)


3 April 2017 published amendments

NTC listings (miscellaneous) - PX8P CY and PY cases

Notes added for summer budget 2015 (Task 1503)


Notices - general: Notices - applicant notice queries

Notes added for summer budget15 (task 1503)


Claims: capture (A-C): claim forms with attachments - sifting at Netherton

republished original

Notes added for summer budget 2015 (task 1503)


Specialist areas - complex: complex cases - manual renewal payments (AG)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4b - 16 and up to 20 in current NTC award - applicant in current award as child (on or after 24/05/06) (pre-award)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4b - 16 and up to 20 in current NTC award - applicant in current award as child (on or after 24/05/06) (post award)

Note added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4a - Child in current award as adult (effective date on or after 24/05/06)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - capture (L-P): Lone Parent Obligation - new claims

Notes added for summer budget. Task 1503


Claims - capture (L-P): Pre-capture checks - Manual Capture team

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims: capture (D-K): effective date - determine (Info)

Notes added for summer budget 15. Task 1503


Contact - complaints handling (except CSSG): Complaints handling - all areas except CSSG

Note added for Summer Budget 15 (Task 1503/SB15)


Claims: capture (A-C): child or young person restarts full-time education

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - miscellaneous (G-Z): S19 - Priority 1 or Mismatch team change of circumstances (AG)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - miscellaneous): Verification Failures - Compliance activity

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (post award)

Notes added for summer budget 15.Task 1503


Changes - miscellaneous (A-F): establish if a change can be made (Info)

Notes added for Summer Budget 17 (Task 1503/SB17)


Changes - miscellaneous (A-F): Deleting details (AG)

Notes added for Summer Budget 15 (Task 1503)


Changes - death (Child): death of a child identified in the national media - Priority 1 team only

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - post award claims

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - death (child): Death of a child - new claims (AG)

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - death (child): death of a child - Priority 1 team only

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - pre-award claims

Note added for Summer Budget 15 (Task 1503/SB15)


Changes - death (child): Death of a child - new claims (Info)

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims - work lists (general): Incomplete Applications work list helpcard

Notes added for Summer Budget 15 (Task 1503/SB15)


Claims: pre-capture: TC1094 letter issued - customer queries

Note added for Summer Budget 15 (Task 1503/SB15)


Changes - customer: Insufficient information provided by customer

Notes added for Summer Budget 15 (Task 1503/SB15


Changes - customer: Customer or Partner is serving a prison sentence or on remand

Notes added as part of Summer Budget 2015 changes (Task 1503)


Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment

Note added as part of Summer Budget 2015 changes (Task 1503)


Changes: children (A-E): date of birth - incorrect and makes child 21 or older

Note added as part of summer budget 2015 (Task 1503). General reformatting of bullets and If statements.


Changes: children (A-E): duplicate child or young person / child or young person incorrectly on claim or award

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - children (F-Z): full-time non-advanced education or approved training - continuing

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - children (F-Z): Full-time non-advanced education or approved training - left and registered with qualifying body

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - children (F-Z): full-time non-advanced education or approved training - returning to education - not continuous

Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - children (F-Z): Signals history (child signals only) - correcting effective date (AG)

General reformatting of bullets and IF statements. Notes added for Summer Budget 15 (Task 1503/SB15)


Changes - children (F-Z): Full-time non-advanced education or approved training - leaving

Notes added for Summer Budget 15 (Task 1503/SB15)


31 March 2017 published amendments

Changes: children (A-E): date of birth - correction

General reformatting to display correctly on Gov.uk
Notes added for Summer Budget 15 (Task 1503/SB15)


Changes: children (A-E): child or young person - ending responsibility

Notes added for summer budget 2015 (task 1503)


Backdating: backdating (all): manual calculation - backdating

(Task 1503) Summer Budget 15 - effective date


Changes - children (F-Z): Signals history (child signals only) - correcting start and end dates (AG)

General reformatting of bullets and If statements. Notes added for Summer Budget 15 (Task 1503/SB15)


Backdating: backdating (all): backdating - initial action

Note added for Summer Budget 2015 (Task 1503) and effective date


Changes: children (A-E): child or qualifying young person - adding or re-including

Summer budget 15 Task 1503


Backdating: backdating (all): earlier claim - establishing evidence

(task 1503 summer budget)


Backdating: backdating (all): disability - backdating following award of qualifying disability benefit

(task 1503 summer budget)


How to search the manual payments BAU Database and URP Spreadsheet and create a new record

Task 1784 added note re URP to be paid by Bacs


Backdating: backdating (all): benefit interest present - backdating

(task 1508 summer budget 15)


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

Task 1784 note added re cash cheques


Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Task 1784 cashcheque decommissioning removed reference to giro


Backdating: backdating (all): amend effective date - forward dating

(Task 1503)summer budget 15 amend effective date


Backdating: backdating (all): amend effective date - backdating

Note added for Summer Budget 2015 (Task 1503)


How to re-include the child or young person post award

Note added to Step 2 SB15 Task 1503


How to add a new child or young person to a post award claim

Note added to Step 2. Task 1503


30 March 2017 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Task 1784 additional note added NC70


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

Task 1729 creation of PMXX notes to link with related guidance - removal of TCMZ potential payments household notes. Task 1784 cash cheque decommissioning additional notes PA 42-44 inclusive added.


Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Task 1784 cashcheque decommissioning project


Changes - work (left job): Left main job, started new main job within seven days

Amended regarding UC two child limit exception from 06/04/17.


Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)

Amended regarding UC 2 child exception from 06/04/17.


Changes - work (left job): Left main job, started new main job outside seven days

Amended regarding UC two child limit exception from 06/04/17.


Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)

Amended regarding UC two child limit exception from 06/04/17.


Specialist areas: international: pre-award: international pre-award claims - rest of the world

Amended regarding UC two child limit exception from 06/04/17.


Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)

Amended regarding UC two child limit exception from 06/04/17.


Changes - work (left job): Left main job, has other jobs

Amended regarding UC two child limit exception from 06/04/17.


Renewals - Unfinalised multi-years: Unfinalised multi-years - Not four-weekly paid - terminate and invite new claim

Amended regarding UC two child limit exception from 06/04/17.


Changes - work (general N-Z): Strike action - on strike (AG)

Amended regarding UC two child limit exception from 06/04/17. Also, Task 1566 - updated to include DMS instructions


Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - new child claims

Amended regarding UC two child limit exception from 06/04/17.


Miscellaneous (E to O): Good cause - renewals

Amended regarding UC two child limit exception from 06/04/17.


Changes - work (general A-M): Hours - increase/decrease

Amended regarding UC two child limit exception from 06/04/17. Also, Task 1566 - updated to include DMS instructions


Changes - work (general A-M): Employment started (AG)

Amended regarding UC two child limit exception from 06/04/17. Also, Task 1566 - updated to include DMS instructions.


Changes - customer: Family break-up

Amended regarding UC 2 child limit exception from 06/04/17.


Changes: payments: bank or building society account change /payment frequency (AG)

Task 1784 cashcheque decommissioning

Task 1784 changes applied following the decommissioning of cash cheques. Task 1566 included how to for DMS.


Payment: manual payment - User Requested Payment (URP) - determine if it can be paid by Bacs

Task 1784 removed reference to paying by cash cheque


Payment - work lists: Authorise or reject user requested payments - URP Authorisers Team

Task 1784 removed reference to cashcheque and added note that URPs can only be paid by BACS


Payment - returned or not received: Payment returned

Cashcheque decommissioning task1784


Payment - returned or not received: Cashcheque returned (Info)

Task 1784 cashcheque decommissioning


Payment - manual payment: Manual payment - calculating and scheduling payments -TCO

Task 1784 cashcheque decommissioning


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

Note added regarding cash cheques. Task 1784


29 March 2017 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Notes ND15 to ND21 inclusive - year removed to create a generic version. ND22 and ND23 no longer used. Task 1910. Additional notes added NC68, NC69 and ND25 to ND27 inclusive. Task1784 cashcheque decommissioning.


24 March 2017 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Notes reformatted for Gov.uk by AED. Task 1784 removed reference to cash cheque and Task 1888 new standardised messages for Appeals group.


Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres

Task 1784 new standardised messages EB15, EB16 and EB17


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)

Task 1784 added cash cheque note


Payment - direct payments: Direct payments - cancelling and re-issuing (AG)

Task 1784 removed reference to cashcheques


Payment - direct payments: Direct payments - suspension reasons - setting and removing (AG)

Task 1784 removed note regarding cash cheque


How to view Household Account to establish if all the manual payments have been posted to the customer's account

Task 1784 removed reference to cash cheque and added note


How to check Household Notes for details of manual payments made to the customer

Task 1784 added note re cash cheques


Payment - hardship (general): Hardship - manually backdating payment adjustments

Task 1784 removed reference to cash cheque. Reformatted.


Payment - payment profile: Payment profile - payment method (Info)

Task 1784 removed reference to cash cheque


Payment - payment profile: Payment profile - suspended payments (Info)

Task 1784 removed reference to cash cheque suspensions


How to access and use PARS

Task 1784 removed reference to cash cheque


How to check if there has been a remission

Task 1784 added note re cash cheques


23 March 2017 published amendments

How to check if a manual payment has been posted to the correct award

Task 1784 removed reference to cash cheques and added note


How to check for manual payments posted on an account

Task 1784 removed reference to cash cheques and added note


Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years - returned correspondence and expired BF cases

Task 1784 removed reference to cash cheque. Task 1566 update DMS note.


How to view Household Account to establish if a manual payment has been issued

Task 1784 removed reference to cash cheque and added note


How to lift the suspension marker if manual payments have been posted incorrectly

Task 1784 removed reference to cash cheque and added note


Extra information - miscellaneous information: Return of valuable items

Task 1784 removed reference to giros


Extra information: forms

Task 1784 removed reference to cash cheques


Miscellaneous (E to O): Incorrectly-ended cases - re-claim not made (AG)

Task 1784 removed reference to cash cheque. Block quote removed


Payment - returned or not received: TC241 declaration received

Task 1784 noted added at Step 8 regarding direct system cash cheques. Reformatted.


22 March 2017 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Task 1404 - recovery of overpayment on behalf of OMS - new HH note


Changes: children (A-E): childcare changes

Task 1566 - updated to include DMS instructions


Payment - overpayments (Q-Z): overpayments - remissions - make or cancel

Update to account for debt that is 'in transit' to DWP


Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings

Guidance updated to account for SFX listing entries


8 March 2017 published amendments

Eligibility - income (other than earnings): Income - miscellaneous (Info)

Payment to be disregarded entered for task 1878


2 March 2017 published amendments

21 February 2017 published amendments

17 February 2017 published amendments

Payment: potential entitlement: potential entitlement - release (AG)

TASK 1729 - removal of TCMZ prefix for household notes (hh notes), re-drafted notes and alignment with new standardised notes for task


Payment: potential entitlement: potential entitlement - review queries - CSSG only (AG)

TASK 1729 - removal of TCMZ prefix for household notes (hh notes), re-drafted notes and alignment with new standardised notes for task


Payment: potential entitlement: potential entitlement - review queries - Post Room Team 4 only (AG)

TASK 1729 - removal of TCMZ prefix for household notes (hh notes), re-drafted notes and alignment with new standardised notes for task


15 February 2017 published amendments

NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Late (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incomplete or No PY-1 only

Task 1566 - updated to include DMS instructions


Notes - Standardised Messages (J to M): Standardised Messages - L - Incompletes

Additional note added (Task1784)


Notes - standardised messages (T to W): standardised messages - U - Compliance

Changed some of the UH notes from commercial and profitable to commercial with a view to a profit Task 547


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Man Fin (AG)

Task 1566 - updated to include DMS instructions


Claims - work lists (general): Incomplete Applications work list helpcard

Amendments to payment screen. Task 1784


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Compliance, SCO or Inhibited (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Awaiting change of circumstances (AG)

Task 1566 - updated to include DMS instructions


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Appeal only (AG)

Task 1566 - updated to include DMS instructions


Notices - general: RLS items - rejected or withdrawn claims

Task 1566 - updated to include DMS instructions


Notices - general: RLS items - post award / Annual Declaration

Task 1566 - updated to include DMS instructions


Notices - general: Notices - re-issue

Task 1566 - updated to include DMS instructions


14 February 2017 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

Addition of NM25 note for further exploitation of RTI to change provisional payments using system held income to reduce customer overpayment. Task 1816


Eligibility - remunerative work (general): Recognised cycles of work (Info)

Change to meet legislation of normal hours worked not averaged. Task 1770


Claims - work lists (general): Incomplete Applications work list

1784. Amendments to step 85 and 89.


How to check the start and end dates of child responsibility

Revised process inserted (Task 1725)


Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence

MM25 obsolete from February 2017. Task 1901


How to check if Full Time Education (FTE) needs to be confirmed

Note added to guidance to advise Child Benefit computer systems will be replaced by HMRC IT systems.


Specialist areas: international: European Union Member States: European Union Member States - request a reimbursement of a family benefit

Note added to checklist to advise Child Benefit computer systems to be replaced by HMRC IT systems - Task 1869


13 February 2017 published amendments

10 February 2017 published amendments

Payment - overpayments (A-C): overpayments - calculate and remit (cases suspended on or after 30/10/06)

TASK 1738 - removal of steps 43 - 46 as not required and renumbering of guidance


How to obtain personal details held on Child Benefit Service

Step 1 amended to advise ChB computer systems to be replaced by HMRC IT systems - Task 1821


How to check if the customer has claimed a Department for Work and Pensions (DWP) benefit using CBOL

Note added to the guidance to advise ChB computer systems to be replaced by HMRC IT systems - Task 1869


How to check for an EC claim indicator

Note added to Step 1 to advise that ChB computer systems to be replaced by HMRC IT systems - Task 1869


9 February 2017 published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

minor formatting amendment


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)

minor formatting amendment


NTC listings (miscellaneous) - PX8P CY and PY cases

Task 1566 - updated to include DMS instructions


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

minor formatting amendment


Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating

minor formatting amendment


Changes - work (general A-M): Benefit start/end dates

Task 1566 - updated to include DMS instructions


Changes - work (general A-M): Address/work change - country outside UK

Task 1566 - updated to include DMS instructions


Changes: payments: WTC - changes to nomination / payment frequency

Task 1566 - updated to include DMS instructions


Changes; payments: CTC - changes to nomination / payment frequency

Task 1566 - updated to include DMS instructions


Claims: capture (D-K): intelligent manual capture - disability element (AG)

Note added to Step 8 to advise ChB computer systems to be replaced with HMRC IT systems


Changes - miscellaneous (G-Z): Notification of an award of disability benefit - child

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (G-Z): Notification of an award to disability benefit - adult

Task 1566 - updated to include DMS instructions


Changes - miscellaneous (G-Z): Income changes

Task 1566 - updated to include DMS instructions


8 February 2017 published amendments

Changes - death (child): death of a child - Priority 1 team only

Task 1566 - updated to include DMS instructions


Changes - customer: Name change - customer (AG)

Task 1566 - updated to include DMS instructions


Changes - customer: Insufficient information provided by customer

Task 1566 - updated to include DMS instructions


Changes - customer: Customer in receipt of Carer’s Allowance

Task 1566 - updated to include DMS instructions


Changes - customer: Address - change (AG)

Task 1566 - updated to include DMS instructions


Changes - children (F-Z): Name change - child

Task 1566 - updated to include DMS instructions


Changes - children (F-Z): full-time non-advanced education or approved training - returning to education - not continuous

Task 1566 - updated to include DMS instructions


Changes - children (F-Z): Full-time non-advanced education or approved training - left and registered with qualifying body

Task 1566 - updated to include DMS instructions


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

New notes PM61-PM63 added


Specialist areas: early targeted action: penalty debt recovery

TASK 1790 - debt management guidance changes: revised telephone number 0300 2003584 and opening hours for DMB area, and removal of references to obsolete business area (miscellaneous changes unit)


Changes - death (child): Death of a child - new claims (AG)

Note added at Step 7 to advise ChB computer systems to be replaced by HMRC IT systems


7 February 2017 published amendments

3 February 2017 published amendments

2 February 2017 published amendments

Extra information: A-Z index

archived guidance removed from a-z


Extra information: glossary: C

minor formatting amendment


Changes - death (Child): death of a child identified in the national media - Priority 1 team only

Guidance amended to advise replacement of ChB computer systems with HMRC IT systems


Payment - overpayments (D-E): Overpayments - disputed overpayments - A to Z of guidance (Info)

broken links relinked


Specialist areas - Specialist Trace: Specialist Trace Unit - IT systems (Info)

Note added to advise that ChB systems will eventually be replaced by HMRC IT systems


Extra information: access to system information to obtain missing customer information: when to access a system

Note added to advise ChB computer systems will eventually be replaced by HMRC IT systems.


How to check if a customer is a crown servant or NAAFI worker

Step 1 amended to remove references to CBOL


How to check general notes using Child Benefit Service

Note inserted to advise that Child Benefit computer systems will be replaced by HMRC IT systems.


1 February 2017 published amendments

Eligibility - childcare element (WTC): childcare charges - changes (Info)

Added Note after the first bullet points. Task 951


How to change current childcare provider or childcare costs

Note added in Step 2 in second "If" statement after "enter the correct end date in the "End" field. Task 951


How to end childcare costs

Note added in Step 2 after "enter the end date in the "End" field. Task 951


31 January 2017 published amendments

Backdating: backdating (all): manual calculation - backdating

Task 1566 - updated to include DMS instructions


Backdating: backdating (all): earlier claim - establishing evidence

Task 1566 - updated to include DMS instructions


Backdating: backdating (all): benefit interest present - backdating

Task 1566 - updated to include DMS instructions


Backdating: backdating (all): backdating - initial action

Task 1566 - updated to include DMS instructions


Changes: children (A-E): childcare changes

Note added in Step 10 in the "childcare costs from the DCSF". Task 951


Claims: capture (D-K): intelligent manual capture - information capture (AG)

contact details updated at Step 7


27 January 2017 published amendments

Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years

Removed reference to paying by cash cheque (task 1784)


Extra information: glossary: V

removed reference to cash cheque (task1784)


Extra information: glossary: A

include note regarding cash cheques (task 1784)


Notes - Standardised Messages (T to W): Standardised Messages - V - Valuables

Included note re cash cheques (task 1784)


Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments

Task 1663 - child action moved up to step 5 and removal of steps 12 and 13 then renumber rest of steps


25 January 2017 published amendments

Stopping Tax Credits: Complex: contents

new page added - TCM0380010 (STC)


24 January 2017 published amendments

Claims: capture (Q-Z): unauthorised access to a claim

Task 1566 - updated to include DMS instructions


Payment - returned or not received: Payment returned or not received (Introduction)

removed reference to cash cheque and include note (task 1784)


Specialist areas - Valuables: Valuables team (Introduction)

Removed reference to cash cheque and included note (task 1784)


Payment - overpayments (A-C): overpayments - calculate and remit (cases suspended on or after 30/10/06)

Step 12 include note regarding cash cheque no longer issued (Task1784)


Extra information: functions

Removed reference to cash cheque under Maintain Payment Suspension (Task1784)


Miscellaneous: C to D: Child Trust Fund - additional payments - referral received (AG)

Step 7 change to note to advise cash cheques no longer issued from April 2017 (Task 1784)


Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Task 1738 - II92 message amended to provide better context for use by International team


20 January 2017 published amendments

Specialist areas: international: pre-award: international pre-award claims - rest of the world

Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA


18 January 2017 published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal

Task 1566 - updated to include DMS instructions


Renewals - miscellaneous (A-F): Renewals - clerical cases - handling (AG)

Task 1566 - updated to include DMS instructions


Renewals - change of circumstances: Renewals - family break-up - TCO only

Task 1566 - updated to include DMS instructions


Renewals - Annual Declaration (general): Annual Declaration - record as not served

Task 1566 - updated to include DMS instructions


Renewals - Annual Declaration (general): Annual Declaration - manual duplicate Annual Declaration (AG)

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Multi-entry

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Unprocessed change of circumstances

Task 1566 - updated to include DMS instructions


Renewals - work lists (Unprocessed): Unprocessed S17 work list - Verification failure

Task 1566 - updated to include DMS instructions


Renewals - Annual Declaration (general): Late declaration received - consider new claim

Task 1566 - updated to include DMS instructions


Renewals - Annual Declaration (capture): Annual Declaration - manual capture

Task 1566 - updated to include DMS instructions


Renewals: Annual Declaration - sifting correspondence - Netherton only

Task 1566 - Step 6 updated to include DMS instructions


17 January 2017 published amendments

12 January 2017 published amendments

11 January 2017 published amendments

10 January 2017 published amendments

Appeals stages: Appeals stage 7 - consideration of appeal to Upper Tribunal

Task 1566 - updated to include DMS instructions


Appeals stages: Appeals stage 6 - action on receipt of Tribunal decision

Task 1566 - updated to include DMS instructions


Appeals stages: Appeals stage 5 - other procedures prior to Tribunal decision

Task 1566 - updated to include DMS instructions


Appeals stages: Appeals stage 4 - preparing the response

Task 1566 - updated to include DMS instructions


Appeals stages: Appeals stage 3 - settlement by agreement

Task 1566 - updated to include DMS instructions


Appeals - Mandatory Reconsideration - process

Task 1566 - updated to include DMS instructions


3 January 2017 published amendments

Payment - payment profile: Payment profile - family regular payment day (Info)

Cash cheque decommissioning project task 1784


Extra information: glossary: S

Cashcheque project - task 1784 removed the words cashcheque


2016

22 December 2016 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

PM standardised notes changed due to amended hardship process Task 1410


21 December 2016 published amendments

Payment: contents

Contents page updated


Payment - hardship: contents

Title changed Task 1410


Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)

Changes to Hardship process. Task 1410

This change combines TCM0218020- Payment - hardship (secondary hardship) and TCM0216120 - Payment - hardship (manually adjusting): Manually adjusting payments to avoid hardship


20 December 2016 published amendments

Payment - overpayments (A-C): contents

archived page removed


Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams

Task 1762 - changes to Steps 4 and 18


Payment - overpayments (Q-Z): overpayments - review disputed overpayments

Hyperlinks rerouted


Payment - overpayments (A-C): overpayments - calculate and remit (cases suspended on or after 30/10/06)

Formatting errors removed and general presentation updated to improve quality on gov.uk, as per raised BP&I (Task 1556). No process changes have been made.


15 December 2016 published amendments

14 December 2016 published amendments

Changes: children (A-E): duplicate child or young person / child or young person incorrectly on claim or award

Amended step 8 as part of (Task 1557)


Specialist areas: international: pre-award: international pre-award claims - initial action

Additional steps included at Step 3 and 4 to check or confirm bank details, all step renumbered after Step 4. (Task 1584)


9 December 2016 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Removed sign-off from notes II72 and II73 and 'working' from 7-10 working days. Task 567
Inserted new note IA40 - no reply to correspondence. Task 567


8 December 2016 published amendments

7 December 2016 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

PR04, PR13, PR19, PR29, PR45, PR46, PR50, PR61 and PR34 amended as Fresh Thinking Idea.


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

TC18,19 and 20 added. (GB) removed from household notes.


How to use Digital Mail Service (DMS)

Task 1566 - Fully re-written to include how to open, close, BF and retrieve a case using DMS.


Passported benefits - exemption / health costs: Exemption certificates - health costs

Telephone number updated in Step 13. Task 1684.


Payment - overpayments (A-C): Overpayments - COP 26 responsibilities

Deleted CAF details at Step 6 (Task 1696)


6 December 2016 published amendments

24 November 2016 published amendments

Page Deleted

Page deleted 31 December 2012


8 November 2016 published amendments

Stopping tax credits: specialist areas: preventing dual provision for 16 to 19-year-olds who claim UC in their own right

Guidance updated


Stopping tax credits: contents

New section added - TCM0380000 (Complex)


Stopping Tax Credits: Complex: contents

new page added - TCM0380025

new page added (TCM0380020)


Eligibility - income (other than earnings): Income - miscellaneous (Info)

Task 1645- Changed to Northern Ireland supplementary payments


4 November 2016 published amendments

2 November 2016 published amendments

Miscellaneous (E to O): Good cause - renewals

Guidance updated to include steps to take to check postcode and PCQA prior to inviting new claim


Renewals - Annual Declaration (general): Late declaration received - consider new claim

New steps to check closed postcode area and PCQA


1 November 2016 published amendments

Claims - work lists (general): Incomplete Applications work list

Task 1584 Changes to Steps 61,62,63,71,72,80


Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres

New household note EB14. Task 1584. Some minor formatting amendments (AED)


28 October 2016 published amendments

Claims - work lists (general): Incomplete Applications work list helpcard

Task 1584 Amendment to notes in the Account number field.


27 October 2016 published amendments

Eligibility - income (other than earnings): Income - miscellaneous (Info)

Northern Ireland supplementary payments added (Task 1645)


Notes - standardised messages (T to W): standardised messages - U - Compliance

New UF26 note added. General reformatting to enable clearer view on Gov.uk


Notes - Standardised Messages (J to M): Standardised Messages - L - Incompletes

Task 1584 added two new standardised messages., LI60 and LI61


How to obtain personal details held on Child Benefit Service

Task 1584 included additional start up information.


26 October 2016 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UD16 amended. Some formatting amendments to table for compatibility with Gov.uk

UD16 added and UA10 amended under project 1559


20 October 2016 published amendments

Eligibility - income (employed and self-employed): Self-employed income (Info)

Note added to 'Trade income - adjustments' regarding averaging of profits if compensation received for compulsory slaughter of animals (Task 1671)


14 October 2016 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UF25 added


Eligibility - income (employed and self-employed): Employment income sources - previous year (Info)

Note added to inform that both the P9D and £8500 earnings limit were abolished from 6/4/16 (Task 1613)


Eligibility - income (employed and self-employed): Expenses and benefits in kind - previous year (Info)

Notes added to inform that P9D and £8500 earnings limit were abolished from 6/4/16 (Task 1613)


Extra information: forms

Note added to P9D explaining that the form was abolished from 6/4/16 (Task 1613)


13 October 2016 published amendments

12 October 2016 published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

Amendment to notes OD61, OD62, OD63, OD64, OD65, OD66, OD67, OD68, OD69, OD70, OD71, OD73 - following change to process


6 October 2016 published amendments

Appeals stages: Appeals stage 3 - settlement by agreement

Redaction class applied and general reformatting


Extra information: forms

Updated list to include Mandatory Reconsideration range of letters (Task1638)


Claims: capture (D-K): intermediaries and representatives (TCO only)

Updated Step 6 to remove note relating to seeing original signature (CC0333T/Task 1618)


How to request calls to be burned to a CD

attachments rerouted


5 October 2016 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UF20 and UF21 added

New note (UF22)

New note added - UF19. Task no 1651.
New note UF18 added.


How to conduct the self-employment assessment

Page archived


4 October 2016 published amendments

29 September 2016 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

Standardised reference message added to main and sub sections Task 1597


27 September 2016 published amendments

Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)

changes made to include new household notes and new step 25 included.


Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

new household notes added TD17, TD18, TU40, TU41


Notes - standardised messages (T to W): standardised messages - U - Compliance

Standardised reference message added to main & sub sections Task 1597
UF 17 Standardised message added with explanation.


Notes - Standardised Messages (X to Z): Standardised Messages - Z - Internal Governance (Criminal Investigations)

Standardised reference instruction added to main and sub sections (Task 1597)


Notes - Standardised Messages (X to Z): Standardised Messages - Y - Employer Liaison Team / Payment via Employer

Standardised reference instruction added to main heading (Task 1597)


Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Standardised reference instruction added to main and sub headings (Task 1597)


Notes - Standardised Messages (Q to R): Standardised Messages - R - Resolution

Standardised reference message added to main section Task 1597


Notes - Standardised Messages (Q to R): Standardised Messages - Q - Manual capture

Standardised reference message added to main and subsections Task 1597


Notes - Standardised Messages (T to W): Standardised Messages - W - Debt Management

Standardised reference message added to main & subsections Task 1597


Notes - Standardised Messages (T to W): Standardised Messages - V - Valuables

Standardised reference message added Task 1597


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)

Standardised reference message added to main and subsections Task 1597


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)

Standardised reference message added to main and subsections Task 1597


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)

Standardised reference message added to main and subsections Task 1597


Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)

Standardised reference message added to main and subsections Task 1597


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

Standardised reference message added to main & subsections Task 1597


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)

Standardised reference message added to main and sub headings.Task 1597


22 September 2016 published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)

Standardised reference information added to main and sub sections (Task 1597)


Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)

Standardised reference information added to main and sub sections (Task 1597)


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)

Standardised reference information added to main and sub sections (Task1597)


Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)

Standardised reference information added to main and sub heading (Task 1597)


Payment - overpayments (Q-Z): overpayments - review disputed overpayments

Removed original Step 3 relating to DV referral and updated Step 7 to amend HHN (CC0328T/Task 1608 & 1620)


21 September 2016 published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

New NM notes RTI automation income check (Task1490)


Extra information: glossary: C

Updated to include information on same sex marriage. Task 316


Changes - customer: Family break-up

Updated to include information on same sex marriage. Task 316.


Changes - miscellaneous (A-F): Effective date of a change of circumstances (Info)

Updated to include information on same sex marriage. Task 316


Claims: capture (Q-Z): same sex couples - late capture of claims received before 05/12/05 (Info)

Updated to include same sex marriage information. Task 316.


Changes - miscellaneous (A-F): Family changes (Info)

Updated to include information on same sex couples. Task 316.


Claims - work lists (general): Incomplete Applications work list - same sex couples (on or after 05/12/05) (Info)

Updated to include information on same sex marriage. Task 316


Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence

Standardised reference message added to main and sub headings. task 1597


Notes - Standardised Messages (J to M): Standardised Messages - L - Incompletes

Standardised reference message added to headings. task 1597


Notes - Standardised Messages (J to M): Standardised Messages - K - Identity fraud - remedial cases

Standardised reference message added to main heading. Task 1597


Notes - Standardised Messages (J to M): Standardised Messages - J - Third party enquiries / Foreign documents

Standardised reference message added to main & sub headings. task 1597


Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches

Standardised reference message added to main and sub sections (Task 1597)


Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases

Standardised reference guidance added to main and sub headings (Task 1597)


Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres

Amended to include Standardised reference message at the main a sub headings (Task 1597)


Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick

Standardised message guidance added to main and sub sections (Task 1597)


Notes: Standardised Messages (A to D): Standardised Messages - C - Complaints

Standardised reference guide added to main and sub headings (Task1597)


Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating

Standardised reference message added to main heading (Task 1597)


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Standardised reference guidance added to main and sub headings (Task 1597)


20 September 2016 published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands

Standardised reference message added task1597


Notes - standardised messages (H to I): standardised messages - H - verification failures

Standardised reference message added task 1597


Notes - recording and viewing: contents

Added new page TCM0152090 Task1597


Notes - recording and viewing: Standardised referencing

Title corrected RF task1597


Extra information - miscellaneous information: Deductions from income

Task 1598 - remove reference to Additional Statutory Paternity Pay (ASPP).


Eligibility - income (employed and self-employed): Specific payments / Benefits included as income (Info)

Task 1598 - Replace references to Ordinary Statutory Paternity Pay (OSPP) with Statutory Paternity Pay (SPP) and remove all references to Additional Statutory Paternity Pay.


15 September 2016 published amendments

Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating

Standardised Reference entry made to page (Task 1597)


Notes - standardised messages (T to W): standardised messages - U - Compliance

New household UG09 added (Task 1490/RTI automation)


Miscellaneous: C to D: Compliance activity - identifying (AG)

UG09 note added (Task 1490/ RTI automation checks)


14 September 2016 published amendments

13 September 2016 published amendments

8 September 2016 published amendments

NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures - ‘Navigate’ toolbar option unavailable (AG)

Amended link to TCM0262230 Step23 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incompatible - earnings and benefits (AG)

Amended link to TCM0262230 Step 21 Task 349BR


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Awaiting change of circumstances (AG)

Amended link to TCM0262230 Step 22 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures (AG)

Amended link to TCM0262230 Step20 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - PY-1 Incompatible (AG)

Amended link to TCM0262230 Step19 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Multi Entry (AG)

Amended link to TCM0262230 step14 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incompatible - benefit only (AG)

Amended link to TCM0262230 Step18 Task349BR


NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Not Past 1SD (AG)

Amended link to TCM0262230 Step18 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Late (AG)

Amended link to TCM0262230 Step 12 Task349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Appeal or Complex only

Amended link to TCM0262230 Step 15 Task 349BR


NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Terminated only (AG)

Amended link to TCM0262260 Step 9 task 349BR


Renewals - miscellaneous (S-Z): Renewals termination - correspondence

Amended link to TCM0262230 Step 15 task349BR


Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations

Standardised Reference note added Task 1597


How to update Household Notes

Entered new bullets instructing that the standardised reference must be added at the end of the Household Note (Task1597)


7 September 2016 published amendments

Specialist areas: international: miscellaneous: exchange rates - deciding

Amendments made to the Council Regulation reference numbers and also the dates different exchange rates should be used from Task 1473


How to send a case to storage using Accutrac

Amended Step 3 to include note when papers have been held locally for 12 months (Task1607)


2 September 2016 published amendments

Contact - customers and employers: using Big Word

Amended Steps 3 and 4 to correct contact telephone number(Task 1595)


31 August 2016 published amendments

Changes: children (A-E): child or qualifying young person - adding or re-including

Task 1450 - Extra If statement added to Step 1 for when customer asks to add more than 1 child with a DOR later than DOB


Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)

NM01 updated (Task 556)


30 August 2016 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

26/08/16 - added Digital option to select renewal source Step 41. Task 1521


How to capture renewal information

Added Digital option to Step 3


How to override the PY-1 incompatibility failure

Added digital option to Step 1


Payment - hardship (manually adjusting): Manually adjusting payments to avoid hardship

Rewritten throughout. (Task 811)


26 August 2016 published amendments

Specialist areas: international: European Member States: European Member States - contact

Step 14 amended amended re SEDs BF date for Poland and NI following CCP108


25 August 2016 published amendments

24 August 2016 published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1

In Step 8 hyperlinked to Step 7. New note and How to included at the start of step 4. New If statement and Note included at end of Step 19. New If statement included at Steps 31 &36. Wording "equal to or" included at Step 33 & 34.


Changes - death (customer): Death of a customer - Priority 1 team only

Removed DWP telephone number at Step 18 as this is now no longer correct


Miscellaneous (P to V): Tell Us Once - capturing and amending a claim

Removed DWP telephone number at Step 7 as this is now no longer correct


Claims - requests: Eligibility query

Removed DWP telephone number at Step 2 as this is now no longer correct


23 August 2016 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

New Standardised Message added at UB99 for JWT (Task 1549)


18 August 2016 published amendments

Stopping tax credits: work lists (unprocessed): appeal only

Page archived as no longer required


Payment - overpayments (F-P): overpayments - notional entitlement - household breakdown reported late

deliberate error replaced with fraudulent and non fraudulent behaviour (Task 173)


How to enter short-term childcare details

Updated Step 11 to include process of including short-term end date. (CC0324T/Task 1514)


17 August 2016 published amendments

16 August 2016 published amendments

12 August 2016 published amendments

Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years

Rewritten throughout for task BR349/PO190


How to use function View Household Account to obtain the outstanding overpayment amount

Amended to reflect paper interim guidance in use from 01/10/15, to include reference to Cross award Transfer and Cross Award Recovery (BR349)


11 August 2016 published amendments

Notes - recording and viewing: Notes - recording and viewing (Introduction)

Amendment to 'Note' regarding Tasks with retained Notes access - Quick Win (NW BIT)


How to check if customer’s postcode is in a closed postcode area

Telephone number directing customers to UC has been removed from step 7 as no longer available


Payment - payment profile: Payment profile - how payments are profiled (Info)

Amendments made to 'Revised award' bullets. (PRL81 CPAC)


10 August 2016 published amendments

Payment - overpayments (D-E): Overpayments - death of a customer

Added 50% to first bullet in Information section


Payment - payment profile: Payment profile - how payments are profiled (Info)

Added content to Cross-year recovery regarding 50% Recovery


How to determine the category of the award for MAPTH

Lines added to Steps 2 and 3 for 50% recovery rate


How to adjust in year payments

Added Award category C


Payment - hardship (general): Hardship - overview of claims and overpayment recovery (Info)

Information around 50% recovery Rate added to Cross-year and cross-award recovery.


9 August 2016 published amendments

5 August 2016 published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits

12AV - Debt - New household note TC16 added, to identify incorrect debt information being given to the customer and DWP for collection


Payment - overpayments (A-C): overpayments - calculate and remit (cases suspended on or after 30/10/06)

Task 237, amendments made to step 40 regarding Class 16 remission.


4 August 2016 published amendments

How to issue a manual statement of account

Archived 04/08/16 as no longer required Task 1279


3 August 2016 published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance

UH01 to UH14 household notes added (Task567)


Renewals: miscellaneous (G-R): renewals - restore terminated renewal

Task 237 steps 22 and 23 amended to include Class 16 remission


Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested

Task 237. Guidance amended at various steps to include Class 16 remission process


2 August 2016 published amendments

Extra information: A-Z index

new guidance added to A-Z


29 July 2016 published amendments