HMRC internal manual

Tax Credits Manual

Updates: Tax Credits Manual

2020

published amendments

Specialist areas: international: Other Member States: RINA Workflow
Information now held on Tax Credits Guidance Hub.
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
Amendments to several IA notes. WI291340

published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)
Amendments to Step 29 as per WI290747

published amendments

Specialist areas - Post Room: Post Room - Miscellaneous Cash Clerk action
Content now held on Tax Credits Hub WI290356

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New note DH01 added. WI 290755

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
DE32 - DE34 created for Customer notification - Child process which comes under task WI243240
Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
New notes MM41, 42 and 43 added WI290353
Notes - Standardised Messages (T to W): Standardised Messages - W - Debt Management
New note WZ06 added WI289963

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
UD40 explanation updated WI290896
Changes - miscellaneous (G-Z): Income changes
Redaction applied
Specialist areas - Post Room: Post Room - initial action
Now Held on Tax Credit Hub WI289757

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
DE30 AND DE31 created under task 243240

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
New note PX13 added WI289609

published amendments

Changes - children (F-Z): Name change - child
Now held on Tax Credits Hub

published amendments

Changes - death (child): death of a child - Priority 1 team only
Now held on Tax Credits Hub WI174517
Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
HHN DE28 AND 29 created for DWP Adult process under task WI243240
DE27 created for DWP Adult process under task 243240
Stopping Tax Credits - In Year Finalisation: miscellaneous- maintain in year finalisation function (info)
Now held on the Tax Credits Hub
Stopping Tax credits - In Year Finalisation - change of circs - self employed income changes (info)
Now held on the Tax Credits Hub
Stopping Tax Credits - Award Declaration (capture) - specified dates
Now held on the Tax Credits Hub
Stopping Tax credits - Award Declaration - returning award declaration (info)
Now held on the Tax Credits Hub
Stopping Tax Credits - Award Declaration (capture) - reply required and automatic finalisation
Now held on Tax Credits Hub
Stopping Tax Credits - Award Declaration - In year S17 notice group box (info)
Now held on the Tax Credits Hub
Stopping tax credits - award declaration (general): manual award declaration - issuing and processing (Info)
Now held on the Tax Credits Hub
Stopping tax credits: award declaration (general): in year S17 notices for auto and reply required (Info)
Now held on Tax Credits Hub
Stopping Tax Credits - change of circumstances - In Year finalisation - reply required (info)
Now held on the Tax Credit Hub

published amendments

How to check for exceptions to business rules
SDP exception wording updated. STC/AV

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New HHN UG45 added WI286487

published amendments

Changes - miscellaneous (G-Z): Income changes
Process now held on Tax Credit Guidance Hub

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Minor amendment to wording of TU40 & TU41 notes. STC316/AV

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)

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New XZ28 added and XZ27 amended WI285452

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

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
New notes PX11 and PX12 added WI285363

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

published amendments

Eligibility - income (other than earnings): Income - miscellaneous (Info)
EVL information added WI273095
Addition of payments made in connection with a coronavirus support scheme WI273095
Eligibility - remunerative work (general): More than one employment (Info)
30 hour element for Covid -19 added WI273095
Eligibility - entitlement: Working Tax Credit entitlement (Info)
30 hour element for Covid-19 added WI273095
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (Info)
30 hour premium for Covid 19 added WI273095
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
30 hour premium for Covid-19 added WI273095
Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (Info)
30 hour element for Covid 19 added WI273095
Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)
Amendments to 30hr premium for Covid 19 added WI273095
Eligibility - income (employed and self-employed): Self-employed income (Info)
Misc Reg 30 hour element amendments made WI273095
Eligibility - income (other than earnings): Income - investments (Info)
Windrush compensation scheme info added WI273095

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XQ26 note added WI283237

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New messages DE19, DE20 and DE21 added as part of WI243240

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Amendment to HHN UG43 off email from Mark Shuttleworth 3/9/2020
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XZ27 HHN amended under WI248378

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.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New XZ27 note added WI283237

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

published amendments

Extra information: glossary: A
HVP added to abbreviations WI280681

published amendments

Specialist areas: international: miscellaneous: contents
TCM0304200 added

published amendments

Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches
Amendment to GM09 address WI247065
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate
Hyperlink removed and message added

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
New note PX01 added.
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Small wording change in XQ25 WI281183
New XQ25 added WI281183
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible
Hyperlink corrected WI280466
Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches
New notes GM42, GM43 and GM44 added WI247065

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)

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New HHN XQ17 to XQ24 added WI279917

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

published amendments

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

published amendments

Renewals - Annual Declaration (general): Annual Declaration - manually issue notice - record date (Info)
Hyperlink amended
Renewals - miscellaneous (S-Z): Renewals - terminating Unprocessed S17 work items
Hyperlink amended
Renewals - miscellaneous (S-Z): Renewals - terminated renewals - identify (Info)
Hyperlink amended
Extra information - miscellaneous information: MU table
Hyperlink amended
Extra information - miscellaneous information: Deductions from income
Hyperlink amended
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate
Hyperlink amended

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

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New HHN DE15 created under task WI278034
Specialist areas - Specialist Trace: Mismatched claims - Mismatch team only
NIRS How To added at Step 33.
Extra information: How To index
New How To TCM1000657 added
New How To TCM1000658 added
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NC39 amended - WI276850

published amendments

Specialist areas - Specialist Trace: Mismatched claims - Mismatch team only
Multiple steps amended & rewritten WI247065
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XQ12 added WI266067

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
Note MM40 added WI277002

published amendments

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

published amendments

Extra information: glossary: D
AFIP and DACYP information added WI271869
How to check if the customer is entitled to the childcare element
DACYP info added WI271869
Eligibility - entitlement: Child Tax Credit entitlement - elements (Info)
CTC disability info added WI271869
Eligibility - disability: Disability - pre-award checks
DACYP information added WI271869
Backdating: backdating (all): disability - backdating requests (Info)
Child disability rate info added WI271869

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - J - Third party enquiries / Foreign documents
3 new HHNs created under task 276337 JA20, JA21 and JA22

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

published amendments

Changes - death (customer): Death of a customer - reporting to TCO (AG)
WI267811 - Added route in for DMS - amended step 2 and added step 6
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New HHN ND90 added WI275248

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
spelling correction
New notes XQ15 and XQ16 added XQ14 amended WI273692

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
New notes MM38 & MM39 added. Others amended WI273813
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XD03 amended WI273813

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New DE14 note added. WI273851

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

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

published amendments

How to find the remission class
WI266744 - Note added at step 2

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

published amendments

Changes - customer: Insufficient information provided by customer
New process - WI243581

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New note DE11 added WI270558

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Amendment to UB81
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New HHN ND84 added

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

published amendments

Changes - death (customer): Death of a customer - Priority 1 team only
Under checklist changed Child Benefit Service back to CBOL
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Further amendment made to XQ10 by LH 5/6/2020

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
DE09 had had a slight amendment to it LH 4/6/2020
New HHN created DE09 under task WI by LH
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Amendment to XQ10 HHN extra digits added to the amount by LH

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

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New standardised messages XQ07, XQ08 added
Changes - work lists: Unprocessed Change of Circumstances work list (AG)
Amended hyperlink

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New note XF58 added. WI263898

published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)
Reference to Model Office removed under task STC315/AV.
Changes - death (customer): Death of a customer - Priority 1 team only
Minor changes made under task 183664. Step 17 removed and notes added to steps 18 & 19 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.
Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)
Redaction applied
Stopping tax credits: work lists: unprocessed IYS17 worklist (Info)
Redaction applied
Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)
Redaction applied
Renewals - miscellaneous (S-Z): Renewals termination - correspondence
Redaction applied

published amendments

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

published amendments

Changes - work (general A-M): Employment started (AG)
Guidance now on tax credit hub

published amendments

Changes - work (general A-M): Hours - increase/decrease
Guidance now held on Tax Credit Hub

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

published amendments

Extra information - miscellaneous information: Deductions from income
SPBP added WI256593
Eligibility - remunerative work (determining): Childbirth and adoption (Info)
SPBP added WI256593
Eligibility - income (employed and self-employed): Specific payments / Benefits included as income (Info)
SPBP added WI256593
Eligibility - income (other than earnings): Income - benefits (Info)
SPBP added WI256593
Renewals - miscellaneous (A-F): Renewals - attachments - P60
SPBP added WI256593
Eligibility - income (other than earnings): Income - miscellaneous (Info)
Job start payment addition

published amendments

Changes - children (F-Z): full-time non-advanced education or approved training - returning to education - not continuous
Hyperlink corrected
Changes - children (F-Z): Full-time non-advanced education or approved training - left and registered with qualifying body
Hyperlink corrected
Changes - children (F-Z): Full-time non-advanced education or approved training - leaving
Hyperlink corrected
Changes - children (F-Z): full-time non-advanced education or approved training - continuing
Hyperlink corrected
Changes: children (A-E): child or young person - ending responsibility
corrected hyperlink
How to identify if an overpayment has been transferred to Department for Work and Pensions (DWP)/Department for Communities (DfC) for collection
Addition to step 1 - WI254627

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
New PM68 note added
Changes - children (F-Z): full-time non-advanced education or approved training - returning to education - not continuous
Guidance now held on Guidance Hub
Changes - children (F-Z): Full-time non-advanced education or approved training - left and registered with qualifying body
Guidance now held on Guidance Hub
Changes - children (F-Z): Full-time non-advanced education or approved training - leaving
Guidance now held on Guidance Hub
Changes - children (F-Z): full-time non-advanced education or approved training - continuing
Guidance now held on the Guidance Hub
Changes: children (A-E): child or young person - ending responsibility
Amendment to Guidance Hub link

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Tel no added to XQ04, task 252600

published amendments

Changes: children (A-E): child or young person - ending responsibility
Guidance updated and transferred to guidance hub.
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New XQ05 note added.
Changes - work lists: Unprocessed Change of Circumstances work list - address changes (UK) (AG)
New guidance message added

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

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

published amendments

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

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
New TP35 note added WI251393
Notes - standardised messages (T to W): standardised messages - U - Compliance
Standardised Message UG44 created for B&C ORT, task 252480. J Miller.

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

published amendments

How to complete an M1 referral form
Link to the M1 Referral form added as per request, task WI 248226

published amendments

Changes - work (general A-M): Address/work change - country outside UK
Email address updated.

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
Amendments to MT14 and MT15 WI247627

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

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
New Standardised Messages PM67 & PM68 added at request of OE Customer Excellence, Covid-19 issue. Task 251320 J Miller
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

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
Minor spelling adjustment
Amendments made to various HHNs under task WI183664 New PM65 note added WI246851
Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
New PN12 & PN13 message WI235180

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XF67 standardised message added, request by ORT, task 250274

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

published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Process now held on Tax Credit Guidance Hub WI215298

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Amendment to XB29 WI245733

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

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

published amendments

Renewals - miscellaneous (S-Z): Renewals termination - correspondence
Now held on the Tax Credits Guidance Hub WI233261

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.

published amendments

Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings
Step 11 updated
Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
MP06 and MP07 amended WI245116

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

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New Notes DD93 and DD94 added WI243574

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)
SL43 amended slightly under task 243922
Notes - standardised messages (T to W): standardised messages - U - Compliance
UD50 and UD51 added. Task WI240104
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New notes XB22, XB23 and XB24 added WI240098

published amendments

Eligibility - remunerative work (determining): Unpaid leave (Info)
Explanation of WTC added WI243450

published amendments

Extra information - miscellaneous information: MU table
SMU reinstated on MU table. Task WI237862

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New HHN XF65 added for task 243289

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New message UG40 added.
Specialist areas: international: Other Member States: contents
RINA Workflow added WI241264

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Added UD49. WI241890

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
TL18 note amended and TP33 & TP80 notes added. STC311/AV.

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Minor amendment to NC09

published amendments

Miscellaneous: C to D: Compliance activity - identifying (AG)
Contact name amended at step 17 as per work task WI235320 and WI236598

published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)
New step added re TP95 message. STC159/AV.
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

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
New priority 1 hh notes added.

published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
New note IA44 added

2019

published amendments

Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
New hh notes added as per task WI236294

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

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New notes added for SMS campaign WI233044

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

published amendments

How to access the B&C Claimant Compliance Referral System form
Updated access procedure WI231588

published amendments

Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings
reverted to draft by AV. STC310/AV

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.

published amendments

Miscellaneous (E to O): NIRS exceptions
Amendment to Checklist and previous step 3 removed and steps renumbered. Task WI 228977
Notes - standardised messages (T to W): standardised messages - U - Compliance
Formatting amendment. Redaction applied

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.

published amendments

Renewals - miscellaneous (S-Z): Renewals - unfinalised awards - subsequent year finalised - subsequent unfinalised years
Guidance transferred to Tax Credits Guidance Hub
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years
Guidance transferred to Tax Credits Guidance Hub
Changes - work lists: Unprocessed Change of Circumstances work list (AG)
Guidance transferred to Tax Credits Guidance Hub
Changes - work lists: Unprocessed Change of Circumstances work list - address changes (UK) (AG)
Guidance transferred to Tax Credits guidance Hub

published amendments

Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings
Incorrect link in step 6 has been corrected

published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
New note IA43 added.

published amendments

Notes - recording and viewing: Standardised referencing
Compliance reference slightly amended

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Minor change
New HH Note NP21 introduced in death of a newborn child situation.

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Obsolete message removed from NZ03 to NZ06 WI220480

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
Minor naming convention updated.

published amendments

Renewals: miscellaneous (G-R): renewals - initial action
Guidance transferred to Tax Credits Guidance Hub
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
Guidance transferred to Tax Credits Guidance Hub
Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible
Guidance transferred to Tax Credits Guidance Hub
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible
Guidance transferred to Tax Credits Guidance Hub.

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

published amendments

How to enter short-term childcare details
Amendments to Steps 3 & 4. WI225510

published amendments

How to check for an EC claim indicator
How to amended under task WI183664

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
New note MP23 added WI219378
New note MP21 WI219378
Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments
Various steps amended to update process WI220551

published amendments

Claims: storage and retrieval: Retrieval and return of casepapers
Amendments to RDC process WI221676

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
amendment to MP5 to MP10 WI201802

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

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Updated address in UA04. WI219382

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New household note NJ11 added WI221111

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
New notes MP11 to MP20 added WI219378

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

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
New Standardised Messages MP5 to MP10 added. WI201802

published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
Amendment to HHN OD90. tc1086 changed to TC1087

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

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.

published amendments

Changes - death (child): death of a child - Priority 1 team only
2 links to steps corected, task 175417

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.

published amendments

Changes - death (child): death of a child - Priority 1 team only
Update to Exception Team email details added, task 175417

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Slight re-wording of note UD46
New UD46 note introduced

published amendments

Changes - death (child): death of a child - Priority 1 team only
Corrections made to step number/ links, tyask 175417

published amendments

How to access Contact Management Application (CMA)
(CMA) included in the title
Full name of CMA included in the title WI208717
Full name of CMA included at the first instance WI208717

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

published amendments

Miscellaneous (P to V): Welsh language
Name change within content from Roberts to Jones, task 206984

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)
DD/MM/YY removed from SK08

published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
OE54 - OE58 HHN's added

published amendments

How to verbally replay the S17 to the customer
Amendments made in Steps 1 - 3

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
"Not in use" message removed from XB14

published amendments

Extra information: How To index
TCM1000656 added
Contact - customers and employers: identity confirmation
New bullet point added in Step 6

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)
Four HHNs created SD90, 91, 92 AND 93. Part of task 167815

published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
New OE53 HHN added.

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.

published amendments

Eligibility - income (employed and self-employed): Earnings (Info)
Spelling mistake amended

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
10 HHN's now Not in use (XB06 - XB14 and XB16)

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Amendment to NL20. WI199827

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.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XB20 added.
Eligibility - income (calculation): Income calculation (AG)
Income from Disguised remuneration etc added in Step 1.
Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)
"Guidance under review" note removed.

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NL21 made obsolete. NL20 amended. WI199827

published amendments

Miscellaneous (A to B): rates and thresholds (Info)
Upratings added for 2019-2020

published amendments

Changes: children (A-E): child or young person - ending responsibility
Note added in Step 11
Note removed from Step 11.
Miscellaneous (P to V): Tell Us Once - capturing and amending a claim
Child Ben number removed from Step 18
Changes - death (Child): death of a child identified in the national media - Priority 1 team only
Note removed from Step 2
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
CBOL removed from NG09
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
CBOL removed from NP06 and NW16
Payment - payment profile: Payment profile - payment method (Info)
POca details removed from guidance
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
"Note" amended in the "Guidance" paragraph.
New Note added replacing the two original notes in the "Guidance" paragraph.

published amendments

Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under
Full guidance being updated/amended
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)
Household note SD82 added. WI194990. Household Note SC15 added WI191456
Renewals - Annual Declaration (general): Late declaration received - consider new claim
Steps 7 and 18 amended

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New HHNs added (XB18 and XB19).

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'

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
HRR - At First Contact redaction removed
New XB01 - XB17 HHN's added

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

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.

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

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
New household notes TC24,TC25,& TC26 added

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)
New HHN's added SHSH30 - SH47
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NJ15 added in Contents
NJ15 added

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)
Range of SD numbers now ends SD81 as new SD81 CREATED

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)
SD81 created

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

published amendments

Payment - direct payments: Direct payments - validate large payments
Note added at Step 1 WI191606
Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Updated background with restore period. WI190688
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years - returned correspondence and expired BF cases
Updated background with restore period. WI190688
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years
Updated background & Step 8 with restore period. WI190688
Renewals: miscellaneous (G-R): renewals - late correspondence - identify
Updated Step 1 with restore period. WI190688
Renewals: miscellaneous (G-R): renewals - initial action
Updated Step 2 with restore period. WI190688
Payment - overpayments (F-P): Overpayments - Individual Voluntary Arrangement reported
Updated restore period Step 45. WI190688

published amendments

Miscellaneous (E to O): Good cause - renewals
Updated restore period WI190688
Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)
Amended for Gateway Closure project. STC305/AV.
Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)
Amended for Gateway Closure project. STC305/AV.

published amendments

Changes - customer: Gender - notification received of acquired gender (Info)
Address change
Claims: capture (Q-Z): unauthorised access to a claim
Steps 8, 9 and 10 amended with the new Royal mail process

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.

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.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Amended for Gateway Closure project. STC305/AV.
Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)
Currently under review added before Step 1
Notes - Standardised Messages (Q to R): Standardised Messages - Q - Manual capture
Amended for Gateway Closure project. STC305/AV.

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New HHN's added (UD28 - UD45)

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
Amendment made to SW58

published amendments

Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments
Note added prior to Step 1
Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
New household notes added (PR68 & PR69)
Payment - returned or not received: BACS payment missing (AG)
Two new household notes added at Step 9 (PR68 and PR69). 6 HHN's removed from Step 9 (PR4,5,6,8,9,and 19).

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New HHN's added (XF23 - XF25)

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 helpcard
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.

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.

published amendments

Claims - work lists (general): Incomplete Applications work list
Update for Gateway Closure on 31/12/18 - SA

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible
£3000 amended to £300 in Steps 16 and 17
Changes - work (left job): Left only job, not starting new job
Update for Gateway closure on 31/12/18 - SA
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NC10 added to Benefits index

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NC09 and NC10 added

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

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.

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

published amendments

Payment - overpayments (F-P): overpayments - notional entitlement - household breakdown reported late
Amended guidance message.
Redaction applied and guidance message added. WI183376.

published amendments

Miscellaneous (E to O): Incorrectly-ended cases - re-claim made (AG)
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)
Update for Gateway closure on 31/12/18 - SA
Renewals - Annual Declaration (general): Late declaration received - consider new claim
Update for Gateway Closure on 31/12/18 - SA
Changes - work lists: Unprocessed Change of Circumstances work list (AG)
Update for Gateway Closure on 31/12/18 - SA

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

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

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: children (A-E): change of circumstances - receipt from CBO (Info)
reverted to draft
Changes - customer: Family break-up
Amended for Gateway Closure project. STC305/AV
link updated
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
Link updated
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
Re formatted Steps 10, 11 and 12 to try and make it clearer to understand plus amended 'Employer's reference number' to 'Employer's Pay As You Earn (PAYE) reference number' throughout full piece of guidance.
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
links updated
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
minor amendment
Claims - capture (L-P): manual capture helpcard
Amended for Gateway Closure project. STC305/AV
Repaired broken link to SEES eligibility 'How to' plus added note to set special needs indicator if claim is in alternative formatting (i.e. large print).
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
minor title amendment
Claims: storage and retrieval: Retrieval and return of casepapers
Update for Data protection Act changes 2018. Task 152883
attachment repaired
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 (E to O): Incorrectly-ended cases - re-claim not made (AG)
Amended for Gateway Closure project. STC305/AV
Amended regarding UC 2 child limit exception from 06/04/17.
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
Minor format
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
New HHN SW98 added
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 helpcard
Amended for Gateway Closure project. STC305/AV
link updated
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
Miscellaneous (P to V): Subject Access Requests – identifying a SAR
Amended to include reference to customer now being able to make a verbal SAR request.
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
How to Complete Hardship Top-up sheet
Minor formatting amendments. Redaction class reapplied.
Specialist areas: international: Other Member States: Other Member States - recovery of family benefit on behalf of OMS
Link updated
Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT) Sensitive Cases
Minor formatting amendments.
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 - Complex: In Year Finalisation Income Check
minor formatting amendment to new guidance
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
Appeals stages: Appeals stage 5 - other procedures prior to Tribunal decision
minor title amendment
Appeals stages: Appeals stage 6 - action on receipt of Tribunal decision
minor title amendment
Appeals stages: Appeals stage 7 - consideration of appeal to Upper Tribunal
minor title amendment
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 requests (Info)
minor formatting amendment. Block quote removed
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): date of birth - correction
minor title amendment
Changes: children (A-E): date of birth - incorrect and makes child 21 or older
minor title amendment
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): full-time non-advanced education or approved training - returning to education - not continuous
Heading formatting changed, no change to text.
Changes - children (F-Z): Name change - child
minor title amendment
Changes - children (F-Z): Signals history (child signals only) - correcting effective date (Info)
Notes added for Summer Budget 15 (Task 1503/SB15)
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 (Info)
Note added as part of summer budget 2015 changes (task 1503/SB17). Table removed
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 (Info)
Update Link to gov.uk
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: Customer in receipt of Carer’s Allowance
link updated
Changes - customer: Insufficient information provided by customer
link updated
Changes - customer: Name change - customer (Info)
Review date 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 - customer: Name - customer name/title too long or spelling mistake (Info)
review date updated
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 - death (customer): Death of a customer - reporting to TCO (Info)
republished with no amendments. task 1689
Changes - miscellaneous (A-F): Capture correction (Info)
review date updated
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): Effective date of a change of circumstances (Info)
minor formatting
Changes - miscellaneous (A-F): establish if a change can be made (Info)
minor formatting
Changes - miscellaneous (A-F): establish if a change can be made (AG)
amendment to layout.
Changes - miscellaneous (G-Z): Income changes
broken link unlinked
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 to disability benefit - adult
link updated
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; payments: CTC - changes to nomination / payment frequency
minor amendment to title
Changes: payments: WTC - changes to nomination / payment frequency
minor title amendment
Changes - work (general A-M): Address/work change - country outside UK
minor amendment to title
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): Employment started (Info)
review date updated
Changes - work (general A-M): Hours Worked warning message (Info)
block quote removed
Changes - work (general A-M): Hours Worked warning message (AG)
Task 1566 - updated to include DMS instructions
Changes - work (general N-Z): No longer lives/works in UK (Info)
block quote removed
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 (Info)
block quote removed
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 (left job): Left main job, has other jobs, started new main job outside seven days (Info)
block quote removed
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (Info)
block quote removed
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
link updated
Changes - work lists: Unprocessed Change of Circumstances work list (AG)
WI140680 - Change dummy NINO in Step 17
Claims: capture (A-C): child or young person restarts full-time education
minor title amendment
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): foreign bank account request (Info)
review date updated
Claims: capture (D-K): further information supplied by customer
merged with TCM0064140
Claims: capture (D-K): intelligent manual capture - desk aid
Change to Section 6 amending the Barclays Bank postcode and removing reference to House identity (Task 978)
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 - capture (L-P): Logging claims
minor amendment to title
Claims: capture (Q-Z): same sex couples - late capture of claims received before 05/12/05
minor amendment to title
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): Incomplete Applications work list helpcard
link updated
Claims - work lists (general): Incomplete Applications work list - same sex couples (on or after 05/12/05) (Info)
team space removed
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: identity fraud
Step 2 amended to increase earnings level from £9000 to 11000 plus Step 7 to show 'Identity' Fraud Team instead of 'Organised'.
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): NINO investigation case management
Minor formatting amendment for gov.uk
Miscellaneous (E to O): Correspondence cannot be traced to claim
minor amendment to title
Miscellaneous (E to O): no trace of claim - TC600
Bullets reformatted. Amended regarding UC two child limit exception.
Miscellaneous (P to V): claim or work item - action to take before processing
link updated
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 (A to D): standardised messages - D - DWP benefits / Checkbrick
Tables and headings reformatted, no change to text
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 (miscellaneous) - PX8P CY and PY cases
minor formatting amendmnet
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 - Appeal only (AG)
broken links unlinked
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 - Compliance, SCO or Inhibited (AG)
Hyperlink corrected
NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Man Fin (AG)
broken links unlinked
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 - Incomplete or No PY-1 only
minor formatting amendment
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Late (AG)
broken link removed
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 - direct payments: Direct payments - wrong payment cancelled (Info)
review date updated
Payment - hardship (general): Hardship - clerical top-up after referral from DMB - TCO only
minor title amendment
Payment - hardship (general): Hardship - manually backdating payment adjustments
minor title amendment
Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
Amended Joint Enquiry Team email address
Payment - Loss of Benefit Sanctions
Added letter's TCC266 and TCC267 into Steps 7 & 8. (CCP266-15-16/Task1327)
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 - calculate and remit (cases suspended on or after 30/10/06)
Heading reformatted, No change to text.
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 (A-C): Overpayments - COP 26 responsibilities
hyperlinks rerouted
Payment - overpayments (D-E): Overpayments - death of a customer
Reference to DfC added as part of UC NI project.
Payment - overpayments (D-E): Overpayments - disputed liability following household breakdown
attachment repaired and minor formatting amendments
Payment - overpayments (D-E): overpayments - disputes and manual suspensions - register and maintain
Hyperlink rerouted
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 - Individual Voluntary Arrangement reported
Links amended
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 - remissions - make or cancel
minor formatting amendment
Payment - overpayments (Q-Z): overpayments - review disputed overpayments
Redaction class added.
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 - returned or not received: Payment returned
broken link fixed, minor formatting amendments
Payment - returned or not received: TC241 declaration received
Minor format correction
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
Payment - work lists: Suspended Overpayments work list
Heading formatting changed, no change to text.
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 Annual Declaration - issuing and processing (Info)
Republished no changes made.
Renewals - Annual Declaration (general): Annual Declaration - manual Annual Declaration - issuing and processing
re formatting and general updates to Steps 1 to 5 (Task 1769)
Renewals - Annual Declaration (general): Annual Declaration - manual duplicate Annual Declaration (AG)
Task 1503 Summer Budget 15 changes
Renewals - Annual Declaration (general): Annual Declaration - record as not served
Republished no changes made.
Renewals - change of circumstances: Renewals - family break-up - TCO only (Info)
Short title added. No change to text
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 (G-R): renewals - household breakdown (Info)
Note: amended following advice from LAT - Fresh Thinking 3353
Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested
Minor formatting amendment
Renewals: miscellaneous (G-R): renewals - initial action
Note added at Steps 1, 3, 7, 10, 11 and 19 relating to when a CY UC marker or HHN TP04 present to finalize PY and renew CY award.
Renewals: miscellaneous (G-R): renewals - restore terminated renewal
changes made for task 168330
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.
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Unprocessed change of circumstances
Notes added to Steps 1, 2 and 6 relating to when a CY UC marker set or HHN TP04 present, to ensure caseworker finalizes PY.
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Verification failure
Notes added to Steps 1 and 8 relating to when a CY UC marker set or HHN TP04 present to advise 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 payments - issuing
link updated
Specialist areas - Complex: Complex cases - manual renewal (Info)
Note added - income increase disregard change (Task 1169/ Budget 2016)
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 - derelict documents - TCO only
Broken hyperlinks amended.
Specialist areas - document verification: document handling: items returned as not called for or refused - TCO only
Changes in guidance to reflect process changes (BR223)
Specialist areas - document verification: document handling: missing document action - TCO only
Redaction added
Specialist areas: international: change in employment (UK or EEA) 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 Other 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: Confused ID
Broken hyperlink amended
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: derived rights
minor formatting amendment
Specialist areas: international: miscellaneous: EEA 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: Other Member States: Other Member States - contact
minor formatting amendment
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)
Specialist areas: international: pre-award: international - pre-award claims - EEA nationals with no abroad involvement
minor formatting
Extra information: glossary: C
minor formatting amendment
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 (capture): manual capture
STC guidance
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
Stopping tax credits: award declaration (general): award declaration - manual duplicate annual declaration
Rewritten by STC to reflect new procedure
Stopping tax credits: work lists (unprocessed): NINO, P marker or IYSD not present (Info)
Archived 19/07/2016 as no longer required
How to recall a BACS payment
Task 2175 added link to form and contact numbers.
How to process a WTC upfront complex case with a verification failure to Award Issued
Content added - was lost in migration
How to calculate childcare effective dates
New sentence and Note added after Note: If childcare ended on a Sunday... Task 951
How to calculate the outstanding overpayment and any recoveries made since the IVA date
links amended
How to enter new employed or self-employed work details
Link updated
How to register an appeal on the tax credits computer
Updated to include DfC for Northern Ireland

published amendments

Specialist areas - Bank Liaison: Bank accounts - foreign
Bank account number changed at step 11. Task 178901

published amendments

Renewals - Unfinalised multi-years: Unfinalised multi-years - Not four-weekly paid - terminate and invite new claim
Amended for Gateway Closure project. STC305/AV
Renewals - Unfinalised multi-years: Unfinalised multi-years- Terminate and invite new claim
Amended for Gateway Closure project. STC305/AV

published amendments

Changes - work (general N-Z): Started new job in addition to main job
Amended for Gateway Closure project. STC305/AV

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

published amendments

Specialist areas - Bank Liaison: Bank Liaison Team (Introduction)
amendment made for task 176656

published amendments

Specialist areas - Bank Liaison: Bank Liaison Team (Introduction)
wording added for task 176656

published amendments

Extra information: How To index
word change made to title of TCM1000654 for task 168330

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NJ07 amended
Amendments made to NJ02 and NJ03. New NJ07 added

published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
Amendment made to Joint Enquiry Team (JET) email address.

published amendments

Specialist areas - Specialist Trace: NINO - Issue Date table (Info)
Updated prefix allocation list to 2018. Also a new note has been added on the recommendation of RIS to explain why the NINO prefix detail might not be accurate and that it should only be used with care.

published amendments

Miscellaneous (P to V): Subject Access Requests - registering the SAR
Amended Background to include verbal SAR request stencil.
How to request documents stored on Accutrac
email address added for estates at step 1.

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
spelling mistake corrected ND35 explanation

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list (Info)
Note to acknowledge cases with UC interest

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
explanatory wording amended for task 171806

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

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

published amendments

Specialist areas: international: Other Member States - EESSI Clerical Access Interface (CAI) helpcard
Formatting changes
Specialist areas: international: Other Member States: EESSI mandatory and optional fields in the RINA system helpcard
Formatting changes
Specialist areas: international: Other Member States - EESSI Business Use Cases helpcard
Formatting changes

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

published amendments

Changes: children (A-E): childcare changes
NC54 deleted from Step 27
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Amendment made to NC54
Hyperlink re-attached
Hyperlink corrected.
NJ02 - NJ10 HHN's added

published amendments

How to verbally replay the S17 to the customer
date removed from step 7. Task 155338

published amendments

Extra information: How To index
New How To TCM1000654 added

published amendments

Miscellaneous - P to V (Processing a claim or work item; Special needs; Subject Access Requests; Verification Failures aid (Rules 9, 10, 11); View Claim Summary): contents
TCM0138210 added
Miscellaneous: C to D: identity fraud - remedial cases - TCO only
Re formatting text
Re formatting some of text
Checklist and Step 4 to include 'Healthcheck, Enabling , Aftercare and Leverage (HEAL)' plus Steps 11, 12, 14, 17, 18 and 23 to remove reference to CCMIS and replace with HEAL.

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.

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

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Amended UG10 to correct TCC5 to TCC2

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Formatting change
Formatting changes
Formatting change
This Note no longer used from July 2018 added to various notes

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
TL04, TL06-TL14 & TL16 archived as no longer used. STC302/AV
Stopping tax credits: specialist areas: Mismatch UC Stop Notices listings
Redundant steps removed following task review. STC302/AV

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.

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
SW77 created

published amendments

Specialist areas: international: Other Member States: contents
New page added
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Wording amended in NG21

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Reformatted tables
Reformatted tables
Tables reformatted
Minor formatting to correct gov.uk
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.

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Republished as the changes did not appear on Gov.uk

published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)
Step 11 amended to reflect latest policy

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Minor formatting amendment to correct gov.uk
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.
Specialist areas - Bank Liaison: Bank or building society accounts - invalid accounts (AG)
Minor formatting correction for gov.uk
Payment - overpayments (A-C): Overpayments - certificate of debt - explanation
Minor formatting correction for gov.uk
Notes - recording and viewing: Maintain Household Notes function (Info)
Minor formatting correction for gov.uk
Notes - recording and viewing: Application Notes (Info)
Minor formatting correction for gov.uk
Notes - recording and viewing: Notes - recording and viewing (Introduction)
Minor formatting amendment for gov.uk

published amendments

Contact - complaints handling (except CSSG): Complaints handling - all areas except CSSG
minor formatting amendment.

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
NG21 HHN Explanantion completed

published amendments

How to enter childcare costs when they are claimed for the first time
last line of step 4 changed from child to childcare
Changed child to childcare last line of step 4
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New NG21 HHN added
Specialist areas - Bank Liaison: Bank or building society accounts - invalid accounts (AG)
Update for Data Protection Act changes 2018 for task 152883. J Miller
Payment - overpayments (A-C): Overpayments - certificate of debt - explanation
Update for Data Protection Act changes 2018 for task 152883. J Miller

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

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible
advice changed to advise at step 31 and TCM0172080 changed to TCM0172060

published amendments

Notes - Standardised Messages (Q to R): Standardised Messages - R - Resolution
New RT HHN's added

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
UG10 amended

published amendments

Specialist areas: international: change in employment (UK or EEA) international change of circumstances
Added new Household Note bullet in Step 8 for 'IA42'
Extra information: How To index
Minor formatting amendment

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

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

published amendments

How to enter childcare costs when they are claimed for the first time
Update contails lower level detail on the process

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

published amendments

Extra information: glossary: T
New bullet point added in the Temporary and permanent absence paragraph

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

published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 6 - Bank account / Sort code invalid (AG)
Update for Data Protection Act changes 2018. Task 152883

published amendments

Appeals- Response writers- consider what information can be disclosed
Update for Data protection Act changes 2018. Task 152883
Miscellaneous (P to V): Subject Access Requests – identifying a SAR
Additional foramtting added for task 138870
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!
Renewals - work lists (Unfinalised): Unfinalised S17 work list - Verification failure
New Note added to Step 4 relating to when a CY UC marker is set or HHN TP04 shows instructing caseworker to finalise PY.

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.
Renewals - work lists (Unfinalised): Unfinalised S17 work list - Verification failure
Note added to Background and Step 2 when UC marker or HHN TP04 present for CY, instructing to finalise PY.
Renewals - work lists (Unfinalised): Unfinalised S17 work list - Multi-entry
Note added to Background relating to if UC marker or HHN TP04 present on CY claim to finalize PY
Renewals - work lists (Unfinalised): Unfinalised S17 work list - initial action
Amended 'then' from bullet lists.
Note added to Steps 2 and 3 if UC marker or HHN TP04 present.

published amendments

Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years
Various amendments due to Task 149308.

published amendments

Appeal stages - Mandatory Reconsideration - initial action
Address for N Ireland updated for task 149717.

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
No amendments made.

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.

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.

published amendments

Specialist areas: international: Other Member States: contents
New guidance
Eligibility - childcare element (WTC): Incapacitated partners (Info)
Additional qualifying benefits added to schedule
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Format change.

published amendments

Changes - customer: contents
New page added TCM0036092 Customer is serving a prison sentence, no children and tax credit is in payment.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New note XF65 added.
Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment
Guidance updated. Page title changed.
Changes - customer: contents
Title page changed - Customer is serving a prison sentence
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Guidance amended. Two new HHN added 28 and 29.

published amendments

How to apply the Minimum Earnings Threshold (MET) check to determine whether employment or self-employment is Genuine and Effective (G&E)
Amended guidance. Updated MET Check rate.
Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
Two of the AD HHNs (AD16 AND 17) had self explanatory in their description box so full description inserted to replace this.

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 EEA) 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

published amendments

Eligibility - income (employed and self-employed): Specific payments excluded from income (Info)
Added new bullet relating to Armed Forces Allowance.

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
Miscellaneous (A to B): rates and thresholds (Info)
£ sign removed from taper column

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate
Spelling of Finalised in guidance amended to make guidance consistent.

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

published amendments

Miscellaneous (P to V): Subject Access Requests - registering the SAR
Amended step 8 BF date.

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
Notes - standardised messages (T to W): standardised messages - U - Compliance
Note UG12 amended to remove the word 'further'

published amendments

Miscellaneous (A to B): rates and thresholds (Info)
hyperlinks corrected
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - post award claims
HH Note HB28 replaced with HB47

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

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

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

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
Three extra SW HHNs added SW84 to SW86.

published amendments

Extra information - Bank Details Guide - Bank Details Guide (Introduction)
WI144709 - Updated Bank Liaison team contact details.

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
Amendments made to Steps 11 and 42 for Renewals 18 Task. New If statement added to Step 24 which goes to a new Step 42. Therefore steps from 42 renumbered by 1.

published amendments

How to complete the end date of the old job
WI1000354 Steps 3 and 4 updated to show new 2nd bullet.
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)
New HHN SI34 added.

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
WI142141 New HHN added

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

published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
Minor formatting correction.
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

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
SW80 - SW83 added.
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New Robotics note NC90 added.

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

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

published amendments

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
Title Change - SA

published amendments

Specialist areas: international: change in employment (UK or EEA) international change of circumstances
reverted to draft for Task 2041 (GM). Process updated for Right to Reside satisfied by residency.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New XS48 standardised message added. WI142916

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Four new HRR notes UD22-25

published amendments

Extra information - Bank Details Guide - Bank Details Guide - N
WI 133749 - Nationwide payment information amended
How to arrange an Urgent Payment request- not within the hardship criteria
Email hyperlink corrected.

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New household note UD21

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.

published amendments

Claims - capture (L-P): manual capture helpcard
Correction at 6.6 6.7 6.9 with bank details
How to conduct the self-employment assessment on self-employed entertainers and performers
Redaction class applied

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.

published amendments

Eligibility - income (calculation): Income calculation - general deductions (Info)
Note added to clarify who can claim Gift Aid deductions Task 138852 - 6067487
Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)
Hyperlink corrected.

published amendments

How to return to the worklist and transfer a case to another MU
Minor formatting 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
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 3 - Applicant in current NTC award
Broken hyperlinks corrected
Broken hyperlink corrected.

published amendments

Renewals - change of circumstances: Renewals - change of circumstances - where to notify (Info)
wording modified re appropriate office for task 1689

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
All redundant notes archived or deleted as appropriate. STC291/AV.

published amendments

Claims: capture (Q-Z): unauthorised access to a claim
Heading formatting changed, no change to text.
Notes - standardised messages (T to W): standardised messages - U - Compliance
Tables and heading reformatted, no change to text
How to contact the Data Guardian
Heading formatting changed, no change to text.

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

published amendments

Extra information - miscellaneous information: MU table
Minor formatting amendment

published amendments

Backdating: backdating (all): refugees - backdating (Info)
minor formatting. Block quote removed
Extra information - miscellaneous information: Amend Effective Date warning messages
minor formatting.
Backdating: backdating (all): disability - backdating eligibility (Info)
Minor format amendment. Block quote removed.

2017

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New HHN XF55 Task number 3286

published amendments

Changes: children (A-E): childcare changes
Minor formatting correction.

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

published amendments

Extra information: glossary: A
Tables reformatted
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.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XF54 added

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.

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XF50-53 added

published amendments

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

published amendments

Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres
EX02 added - ASOP

published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 7/8 - Employer reference/name not matched (AG)
reformatting
Changes - work (general A-M): Employment started (AG)
links updated
Claims: capture (Q-Z): contents
archived pages removed
Claims: capture (Q-Z): trace employer (Info)
Archived a merged with TCM0068100
Claims: capture (Q-Z): trace employer
merged with TCM0068080
Claims: capture (Q-Z): same sex couples - late capture of claims received before 05/12/05
merged with TCM0068020
Changes - death (Child): death of a child identified in the national media - Priority 1 team only
Link updated
Changes - death (child): death of a child - Priority 1 team only
Link updated
Link updated

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
MV01 to MV58 updated.New MV59 created.

published amendments

Stopping tax credits: work lists: contents
archived page removed
title amendment
page moved
Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)
title amendment
title amendment
Stopping tax credits: work lists: unprocessed IYS17 worklist (Info)
title amendment
Claims - capture (L-P): contents
archived pages removed
Claims - capture (L-P): Logging claims
merged with TCM0066020

published amendments

Renewals: miscellaneous (G-R): contents
archived pages removed
Stopping Tax Credits: In Year Finalisation: contents
minor amendment to title
page moved
Stopping Tax Credits: In Year Finalisation: inhibit signal - manually set and unset (Info)
minor amendments
Stopping Tax Credits: In Year Finalisation: household breakdown - one reply received to IYS17
minor amendments to wording. no process change
Stopping tax credits: in year finalisation: finalise (Info)
minor amendment
Stopping tax credits: work lists: contents
Archived page removed
minor amendment
TCM0370280
Stopping tax credits: work lists (unprocessed): duplicate
Page resurrected

published amendments

Stopping Tax Credits: In Year Finalisation: contents
archived page removed
archived page removed
archived pages removed
Stopping tax credits: work lists: contents
archived pages removed
Stopping tax credits: work lists (unprocessed): AA action - verification failure
Archived 22/11/2017 as obsolete
Stopping tax credits: work lists (unfinalised): verification failure
Archived 22/11/2017 as obsolete
Stopping tax credits: work lists (unfinalised): unprocessed change of circumstances
Archived 22/11/2017 as obsolete
Stopping tax credits: specialist areas: contents
Archived 22/11/2017 as obsolete
Stopping tax credits: change of circumstances: contents
archived pages removed

published amendments

Stopping tax credits: award declaration (general): contents
archived pages removed
Stopping Tax Credits: Award Declaration (capture): contents
Archived page removed

published amendments

How to check if the Loss of Benefit Sanction referral (LOB1) has been completed correctly
review date updated
Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams
link updated

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.

published amendments

Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)
Ongoing changes being made within the guidance for Task 1333. 13.11.17 CT
Notes - standardised messages (T to W): standardised messages - U - Compliance
UG10 amended
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
HHN OE47 amended, OE51 added. Task 1333
Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only - VAL blocked action
Task 1245 - change link to STU guidance
Specialist areas - Specialist Trace: contents
Archived pages removed. New page added
Claims: capture (Q-Z): unauthorised access to a claim
additional information about how to find TC669 added. general reformatting

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

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
Specialist areas: Rapid Data Capture: contents
archived pages removed

published amendments

How to access the B&C Claimant Compliance Referral System form
minor formatting
Claims - capture (L-P): Pre-capture checks - Manual Capture team
Archived as now obsolete
Renewals - Annual Declaration (capture): contents
archived guidance removed
archived page removed
Renewals - Annual Declaration (capture): Annual Declaration - February 1 to April 5 - Netherton only
Archived as obsolete 
Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - new child claims
Task 1689. Netherton replaced
Pre Capture - carers allowance and pension check
'Netherton' removed, task 1689
Changes - miscellaneous (G-Z): Notifying a change (Info)
'Netherton' removed for task 1689
Changes - death (child): Death of a child - new claims (Info)
Changes made in accordance with the new scanning contract. Task 1689
How to check if customer’s postcode is in a closed postcode area
minor formatting amendment
Task 1689, Netherton removed
Stopping tax credits: award declaration (capture): sifting correspondence
Task 1689. Netherton removed
Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
Changes made in accordance with the new scanning contract. Task 1689
Specialist areas: early targeted action: penalty debt recovery
Task 2229 - reference to Post Office removed
Claims - capture (L-P): manual capture helpcard
link updated
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 6 - Bank account / Sort code invalid (AG)
link updated
Claims: capture (D-K): intelligent manual capture - information capture (AG)
link updated
Payment - overpayments (A-C): overpayments - calculate and remit (cases suspended on or after 30/10/06)
link updated
Changes - death (customer): Death of a customer - Priority 1 team only
link updated
Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment
link updated
Notices - general: RLS items - rejected or withdrawn claims
link updated
Miscellaneous: C to D: identity fraud
redaction class applied
Changes made in accordance with the new scanning contract. Task 1689.
Miscellaneous - C to D (Child at risk; Child Trust Fund; Claim details; Compliance; DWP alerts): contents
archived page removed

published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
AR24/25 removed

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.

published amendments

Claims - requests: Taxable social security benefits
minor formatting amendments
Claims - work lists (VFs - miscellaneous): contents
archived pages removed
archived page removed
Claims - work lists (VFs - miscellaneous): Verification Failures - Compliance - acting on potential information
minor amendment
merged with TCM0080120
Claims - work lists (VFs - miscellaneous): Verification Failures - inform DWP or Department for Communities (DfC) of award details where there is IS, JSA or ESA interest
minor amendment
merged with TCM0080300
Miscellaneous - E to O (Fast Track; Good cause; In and Out of Work; Incorrectly-ended cases; List A; NHS WAT; NINO; NIRS; No trace): contents
minor amendment
archived page removed
contents page updated
Miscellaneous - C to D (Child at risk; Child Trust Fund; Claim details; Compliance; DWP alerts): contents
page removed
TCM0134680 removed
Miscellaneous: C to D: resolve DWP alert type 3000 and 3002 - non-match on NINO
merged with info from TCM0134640
Miscellaneous (E to O): List A - adding cases
merged with info page TCM0136220
Miscellaneous (E to O): NINO investigation case management
minor amendment
merged with TCM0136320 and out of date contact details removed
Task 1245 - remove reference to TCM0300110
Miscellaneous (E to O): NINO investigation case management (Info)
page archived as obsolete

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
PM29 amended Task 1707
Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
Step 22 amended 27.10.17 Task 1707

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
UA10 amended
Payment - overpayments (A-C): contents
archived page removed
Payment - overpayments (A-C): Overpayments - certificate of debt - explanation
merged with info page TCM0224180
NTC listings (miscellaneous): NTC listing - PXCE listing
minor title amendment
merged with info page TCM0192020
NTC listings (miscellaneous): contents
archived page removed
Miscellaneous (E to O): NINO investigation case management (Info)
minor formatting amendment

published amendments

Extra information - miscellaneous information: Alternative currency
block quote removed

published amendments

Contact - complaints handling (except CSSG): Complaints handling (Introduction)
minor amendment
Claims: capture (D-K): contents
TCM0064140 removed from contents
Specialist areas - Bank Liaison: Bank Liaison Team (Introduction)
block quote removed
Specialist areas - Specialist Trace: New claims only - All new claims received in the UK after 01/03/2014 - Guidance for Rule 2 teams only
link updated
Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams
ADD link updated
Miscellaneous - A to B (Access to DWP Data; Award calculation): contents
archived page removed
Miscellaneous (A to B): Access to DWP Data (Info)
page archived as obsolete
Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT)
minor formatting amendments
Claims - rejecting: Resurrecting rejected claims
minor formatting amendments
Changes - miscellaneous (G-Z): Unmatched change or correction
minor formatting amendments
Renewals - work lists (Unprocessed): Unprocessed S17 work list - AA action - verification failure
block quote removed
minor title amendment
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Verification failure
minor title amendment

published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
link removed
Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres
EX01 added
Miscellaneous - E to O (Fast Track; Good cause; In and Out of Work; Incorrectly-ended cases; List A; NHS WAT; NINO; NIRS; No trace): contents
NHS WAT added.

published amendments

Miscellaneous (E to O): National Health Service Widening Access Trainee (NHS WAT) Sensitive Cases
Step 1 links to Step 2 corrected.
Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
links updated
Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
HHN PM24 amended and PM29 archived. Task 1707

published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
Task 1707. Amendment to step 18
Task 1707
Task 1707. Referring to calculation sheet at step 18
Notes - Standardised Messages (E to G): Standardised Messages - E - Enquiry Centres and Contact Centres
EZ01/02 added

published amendments

Miscellaneous: C to D: incorrect personal information held on computer - line manager action
minor title amendment
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
New HHN's, OE41 - OE49 added. Task 1333
Changes - miscellaneous (G-Z): Household change - customer/child in more than one award
block quote removed
Passported benefits - Healthy Start vouchers: Healthy Start vouchers - manual issue of queries
minor title amendment
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
Payment - direct payments: Direct payments - account types (Info)
block quote removed
Specialist areas: Rapid Data Capture: death of a customer - referrals to Priority 1 team - Netherton only
minor title amendment
Specialist areas: Rapid Data Capture: death of a child - referrals to Priority 1 team - Netherton only
minor title amendment
Changes: payments: foreign bank account closure
minor title amendment
Claims: capture (A-C): children - 18 or more on claim
block quote removed
Miscellaneous: C to D: Child Trust Fund - contact from customers
minor title amendment
Changes: children (A-E): change of circumstances - notifying CBO
block quote removed

published amendments

Claims: capture (A-C): bank account details missing
block quote removed
Appeals stages: Appeals stage 4 - preparing the response - late appeals
minor title amendment
Appeals stages: Appeals stage 4 - preparing the response - supplementary response required
minor title amendment
Appeals stages: Appeals stage 4 - preparing the response
minor title amendment
Renewals - Annual Declaration (general): Annual Declaration - referral from Manual Capture team
block quote removed

published amendments

Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams
Task 1245 - TC1120 added to guidance
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)
Task 3344 - step 5 amended. Note added regarding exceptions
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)
Task 3344 - Amendment to step 4. Note added regarding exception markers
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 3 - Applicant in current NTC award
Task 3344 - Notes added to advise of action to take if there is an exception marker.

published amendments

Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams
Task 1245 - guidance amended to include the issuing of TC1120
How to refer a case to the Manual Payments Team
Manual payment form. Task 1707
Appeals stages: Appeals stage 4 - preparing the response
Update to postcode for NI Appeals Service
Appeal stages - Mandatory Reconsideration - initial action
Update to NI Appeals Service Postcode
Appeals - Mandatory Reconsideration - process
Update to NI Appeals Service postcode

published amendments

Specialist areas - Post Office card account: Post Office card account - POca action guide
Update IT Number
Specialist areas - Post Office card account - Maintain POca systems
Update IT service Number

published amendments

Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)
step 2 link fixed
Changes - work (general N-Z): Strike action (Info)
block quote removed
Changes - customer: Name - customer name/title too long or spelling mistake (AG)
reformatting
Changes - work (general A-M): ESA/PC in payment customer no longer entitled to WTC
review date updated
Changes - work (general A-M): ESA/PC awarded/in payment customer working 16 or more hours a week
review date updated
Changes - work (general A-M): Changes - work (Introduction)
review date updated
Changes: payments: foreign bank account closure
review date updated
Changes - miscellaneous (G-Z): Notifying a change (Info)
minor formatting
Changes - miscellaneous (G-Z): More than one husband or wife (Info)
review date updated
Changes - miscellaneous (A-F): Future-dated change of circumstances (Info)
review date updated
Changes - miscellaneous (A-F): Changes - general (Info)
review date updated
Changes - miscellaneous (A-F): Change results in no eligibility (Info)
block quote removed
Changes - miscellaneous (A-F): Change results in an underpayment (in-year) (Info)
review date updated
Changes - miscellaneous (A-F): Amend Finish screen - correct completion (Info)
review date updated
Changes - miscellaneous (A-F): Age-related WTC eligibility (Info)
review date updated
Changes - death (child): death of a child - Priority 1 team only
review date updated
Changes - customer: Gender - notification received of acquired gender (Info)
review date updated
Changes - children (F-Z): Nursery Education Grant (Info)
review date updated
Appeals stages: Appeals stage 4 - preparing the response - supplementary response required
review date updated
Appeals stages: Appeals stage 4 - preparing the response - late appeals
block quote removed
Appeals- Response writers- consider what information can be disclosed
review date updated
Appeals: Statement of Account appeals
review date updated
Appeals: Appeals glossary
review date updated
Appeals: Renewals Terminated - appeals identification
Block quote removed
Eligibility - income (employed and self-employed): Taxable earnings adjustments (Info)
block quote removed

published amendments

Eligibility - income (employed and self-employed): Specific payments excluded from income (Info)
block quote removed
Eligibility - income (employed and self-employed): Specific payments / Benefits included as income (Info)
block quote removed
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.
Eligibility - income (employed and self-employed): Self-employed income (Info)
minor formatting amendment
Eligibility - income (employed and self-employed): Self-employed income (Introduction)
minor formatting amendment
Eligibility - income (employed and self-employed): Allowable deductions from income (Info)
minor reformatting
Eligibility - income (employed and self-employed): Employment income sources - previous year (Info)
minor formatting amendment
Eligibility - income (employed and self-employed): Employment income (Info)
minor formatting amendment
Eligibility - income (employed and self-employed): Earnings (Info)
block quote removed
Eligibility - income (employed and self-employed): Employment income (Introduction)
minor reformatting
Eligibility - income (employed and self-employed): Expenses and benefits in kind - previous year (Info)
table reformatting for gov.uk display purposes

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
How to check a verification failure
minor amendment
version number removed

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

published amendments

Miscellaneous: C to D: resolve DWP alerts (Introduction)
DfC included for Northern Ireland
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 9/10/11 - No PC, IS, JSA or ESA entitlement
DfC included for Northern Ireland
Appeals stages: Appeals stage 4 - preparing the response
Updated to include new NI address
Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
Step 31 amended to add TC873A Task 2250
Appeals - Mandatory Reconsideration - process
Step 9 updated to include new NI Appeals address
Appeal stages - Mandatory Reconsideration - initial action
DfC included for Northern Ireland
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
Changes made in accordance with the new scanning contract, Task 1689. SW76 added for Renewal Incompletes.

published amendments

How to adjust in year payments
Minor formatting amendment.
Amended for Task 1707
Appeals - Mandatory Reconsideration - process
Step 4 and step 7 amended to updated procedure task 2210/3346
Specialist areas: international: Other Member States: Other Member States - recovery of family benefit on behalf of OMS
Step 3 removed as no longer applies, steps renumbered (Task 1404)

published amendments

Claims - capture (L-P): personal acting bodies - incomplete applications work list items
DfC included for Northern Ireland
Notes - recording and viewing: Application Notes (Info)
DfC included for Northern Ireland

published amendments

Notes - recording and viewing: Notes - recording and viewing (Introduction)
DfC included for Northern Ireland
Renewals - Annual Declaration (capture): Annual Declaration - returning
DfC included for Northern Ireland
Miscellaneous: C to D: resolve DWP alert type 3064 - date of death (Info)
DfC included for Northern Ireland
Miscellaneous: C to D: resolve DWP alert type 3000 and 3002 - non-match on NINO (Info)
DfC included for Northern Ireland
Miscellaneous (A to B): Access to DWP Data (Info)
DfC included for Northern Ireland
Notices - general: Notices - applicant notice queries
DfC added as part of UC NI project.
Minor correction.
Claims - work lists (general): Incomplete Applications work list
Reference to DfC added as part of UC NI project.
Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - new child claims
DSD changed to DfC as part of UC NI project.
Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - WTC claims
DSD changed to DfC as part of UC NI project.
Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only
DSD changed to DfC as part of NI UC project.
Specialist areas - multi-agency: multi-agency - information disclosure to outside bodies
DSD changed to DfC as part of UC NI project.
Eligibility - income (other than earnings): Income - miscellaneous (Info)
Reference to DSD changed to DfC as part of UC NI project.

published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
DfC for NI added in IS60

published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
reverted to draft for STC project due in September. DSD changed to DfC as part of NI UC project.
Specialist areas - Persons from abroad: Persons From Abroad team - Refugee backdating
Reformatted
Amendments to all steps - Task 1914.
Changes - miscellaneous (G-Z): Notification of an award to disability benefit - adult
DfC included for Northern Ireland
Changes - death (customer): Death of a customer - reporting to TCO (AG)
Included DfC for Northern Ireland
Claims - work lists (VFs - miscellaneous): Verification Failures work list (Info)
DfC included for Northern Ireland
Claims - work lists (VFs - miscellaneous): Verification Failures - inform DWP or Department for Communities (DfC) of award details where there is IS, JSA or ESA interest (Info)
DfC included for Northern Ireland
Claims - work lists (VFs - miscellaneous): Verification Failures - inform DWP or Department for Communities (DfC) of award details where there is IS, JSA or ESA interest
Included DfC for Northern Ireland
Contact - customers and employers: contact from customers (Info)
Included DfC for Northern Ireland
Contact - complaints handling (except CSSG): Complaints handling (Introduction)
Included DfC for Northern Ireland

published amendments

Specialist areas - Complex: Complex cases - state nationals covered by international agreements (AG)
DfC included for Northern Ireland
Claims - capture (L-P): Personal acting bodies - referral from Contact Centre or correspondence
DfC included for Northern Ireland
Specialist areas: Rapid Data Capture: Rapid Data Capture - post handling (Info)
DfC included for Northern Ireland
Extra information: glossary: V
DfC included for Northern Ireland
Claims: capture (D-K): date of claim - identification (Info)
Included DfC for Northern Ireland
Changes - miscellaneous (A-F): DLA / PIP / AA entitlement - start stop notifications of disability changes from other Government departments
DfC included for Northern Ireland
Changes - miscellaneous (G-Z): Notification of an award of disability benefit - child
Including DfC for Northern Ireland
Changes - death (child): Death of a child - reporting to TCO
Change to include DfC in Northern Ireland

published amendments

Miscellaneous - E to O (Fast Track; Good cause; In and Out of Work; Incorrectly-ended cases; List A; NHS WAT; NINO; NIRS; No trace): contents
archived pages removed

published amendments

Extra information: glossary: A
DSD changed to DfC as part of UC NI project and SSAFA childcare providers removed.
Specialist areas: international: Other Member States: contents
New page TCM0305300 added

published amendments

Claims - work lists (general): Incomplete Applications work list helpcard
minor formatting amendments
The guidance was written within a table, which is incompatible with gov.uk, so has been removed. Task 2111
How to tell if an annual declaration is incomplete
review date updated, block quote removed
How to find a customer's 1SD or 2SD
review date updated
How to update Household Notes
team space removed
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
How to check the status of an award
review date updated

published amendments

Payment - overpayments (D-E): Overpayments - death of a customer
Team space removed.
Notes - standardised messages (T to W): standardised messages - U - Compliance
minor formatting amendment
UD17-20 added
Amendment to Compliance standardised messages (Task 2071)
HRCC update - new household notes Task2271

published amendments

Changes - death (customer): Death of a customer - reporting to TCO (Info)
Reference to DSD and SSO in NI changed to DfC
Backdating: backdating (all): backdating - initial action
NOT published - addition of TFC guidance for backdating
Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
Minor format correction

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
Minor amendment to email address
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Amendment to TC15 and TC16

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
Minor amendment to email address
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

published amendments

How to register an appeal on the tax credits computer
link to Step 7 added
Extra information: How To index
TCM1000097 archived

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

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)

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
minor amendment to TU45
TU45 added

published amendments

Extra information: contents
update index moved
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 1 - Applicant not matched
Original republished
Task 1245 - amendment to Step 13 for Rule 1 to issue TC1120

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

published amendments

Payment - returned or not received: Payment returned
Updated link to gov.uk
Update link to gov.uk
updated link to gov.uk
Updated link on gov.uk
Updated link to gov.uk
Updated gov.uk link
broken hyperlink fixed
Claims: storage and retrieval: storage - preparing and sending documents
Updated link to gov.uk
Payment - direct payments: Direct payments - cancelling and re-issuing (AG)
updated link to gov.uk
Claims: capture (Q-Z): unauthorised access to a claim
Updated link for gov.uk
Contact - customers and employers: Contacting customers
updating gov.uk link
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.

published amendments

Payment - returned or not received: Payment returned
broken link fixed
broken hyperlinks fixed
minor amendment to title
Task 2091 cashcheque replacement
Payment - returned or not received: TC241 declaration received
minor formatting amendment
Correcting hyperlinks
Task 2091 Replacement cashcheque project
Specialist Areas - Persons from abroad - Pre award claims - Joint claim - One customer is subject to immigration control - No child responsibility
IP40 note added to Step 16. Task 1914.
Payment - returned or not received: contents
obsolete page removed from contents page
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
IP40 note added. Task 1914.
Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under
Task 2201 AFP BF Process
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
minor amendment
SW99 added

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 helpcard
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.

published amendments

Extra information: contents
new How To List added to contents page
Extra information: How To index
broken hyperlinks fixed

published amendments

Contact - customers and employers: Typetalk (Info)
Updated to new name and removing RNID reference.

published amendments

Changes - children (F-Z): Name change - child
Mend broken links
A child's name can be changed if it is due to transgender or gender questioning. Task 2185.
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
New note NW30 added about child's change of name.

published amendments

How to check if the childcare change has been reported too far in the future
minor formatting amendment
How to calculate average weekly childcare costs
minor formatting amendment
How to check the version history screens on a mismatched claim - Mismatch team only
Minor formatting amendments
How to access SEES letters and forms
minor formatting amendments
How to contact Debt Management
Updated with current process
How to calculate responsibility start and end dates - No ‘shared care’ - Failed customer responsible
Minor formatting, block quote removed
How to access the Manage Verification Failures screen from the Verification Failures work list
minor formatting amendment
How to calculate responsibility start and end dates - Ongoing ‘shared care’ - Failed customer responsible
minor formatting amendment
How to identify the cause of a rule 12 verification failure
minor formatting amendment
How to find the Access to DWP Data System manual
Update to include current route to ADDM

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)

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Amendment to Compliance standardised messages (Task 2071)
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Change to sign off for standardised referencing (Task 2071)
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Change to sign off for standardised referencing (Task 2071)
Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
Change to sign off for standardised referencing (Task 2071)

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 - Standardised Messages (background): Standardised Messages guidance - how to use (Info)
Reformatted
Notes - recording and viewing: View Household Notes function (Info)
Reformatted. Block quote removed
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: Household Notes - establishing dates of non-retained notes (Info)
Reformatted. Block quote removed
Notes - recording and viewing: Household Notes - deletion (AG)
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)

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Change to sign off for standardised referencing (Task 2071)
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
New household note added - OE50 Task 2247 IVA LEAP

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Formatting. Explanation amended in XH04.
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
IA41 note added Task 1860
How to contact the Data Guardian
Task 2174 - redirect user as previous direction no longer valid

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.

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.

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

published amendments

How to finalise PY and renew CY using Manage Finalise
Additional info to revisit case Task 2125

published amendments

Changes - death (customer): Death of a customer - reporting to TCO (AG)
Contact number updated. Re-formatted and block quote removed.
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

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

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.

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.

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
Added notes PW06 - PW09. Task 1761
Changes - work (left job): Left only job, not starting new job
Task 1764.

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-EEA - 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

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

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

published amendments

NTC listings (miscellaneous): NTC listing - PXCE listing
Netherton removed from title. Task 1689.
Changes - work (general A-M): Address/work change - country outside UK
Task 1764 updates to steps 1, 2 and 3. Step 4 incorporated into step 3.
Claims: capture (D-K): intelligent manual capture - information capture (AG)
'Netherton' removed, task 1689
How to enter benefit start or end dates on a post award claim
Steps 6 and 7 updated to show one month restriction. (Task 1764).
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
New HHN SW75

published amendments

Claims - work lists (general): Incomplete Applications work list
Step 23 amended to show process of accessing ADD - Task 1898

published amendments

Appeals: How to refer or progress chase a case with the International team
mailbox details updated
How to read information provided on an E Form
minor formatting
How to obtain the employer’s phone number, address and PAYE reference on pre-award claims
minor formatting
How to obtain or check the employer’s name, phone number, address and PAYE reference on post award claims
minor formatting
How to sort and filter a work list
minor formatting
How to check if the customer receives IS, JSA, ESA or PC
minor formatting
How to complete the form AT37
minor formatting
How to complete a NIRS Update Referral template
minor formatting
How to complete a NIRS referral template Mismatched claims only team
minor formatting
How to check the bill status on NPS for a customer who is trading as self-employed
minor formatting
How to recall a BACS payment
redaction class applied correctly
How to check SAR is in correct order
minor formatting

published amendments

How to determine when correspondence should be sent to storage or when it should be destroyed
minor formatting of table
How to access the household breakdown 1 reply listing
minor formatting amendment
How to renew CY using Manage Finalise
minor formatting amendment

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

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
TC23 added

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)

published amendments

Specialist areas - document verification: document handling: TCO Document Verification teams only
Amendment to Step 18
How to finalise PY and renew CY using Manage Finalise
minor formatting
Claims: capture (A-C): claim forms with attachments - sifting at Netherton
Minor amendment - Task 1503

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
new household note added UH15 - task 2134

published amendments

Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)
Amended following issues raised during testing.

published amendments

Specialist areas: international: miscellaneous: contents
TCM0304550 added

published amendments

Extra information - miscellaneous information: MU table
MU Table amended to show associated tasks and work lists.
Specialist areas: international: miscellaneous: customer selected for self-employment check – stock (AG)
Redaction class reapplied
Redaction class reapplied

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

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
Task 1784 additional notes PA50, PB30-33
Task 1784 cash cheque decommissioning additional notes PA50, PB30-33
Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
Task 1784 cash cheque decommissioning new note DF16
Stopping Tax credits - Award Declaration - returning award declaration (info)
'Netherton' removed, task 1689
NTC listings (miscellaneous): NTC listing - PXCE listing (Info)
Reference to Netherton removed from title for Task 1689

published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
II98 and II99 added task 2028

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
New household note SW62 added
Changes; payments: CTC - changes to nomination / payment frequency
Minor formatting amendment
Task 1784 cash cheque decommissioning
Payment - overpayments (A-C): overpayments (introduction)
Income disregard from April 2016 added

published amendments

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

published amendments

Appeals - Mandatory Reconsideration - process
Task 1903 - updated to include reference to new household note AR23 replacing AR08
Broken hyperlink fixed
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.
Renewals Annual Declaration (general): manual capturing a new claim - for late declarations helpcard
redaction class applied

published amendments

Appeals - Mandatory Reconsideration - process
Tax Free Childcare guidance inserted LR
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
minor formatting amendment
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
minor formatting amendments
Payment - hardship (general): Hardship - manually backdating payment adjustments
Task 1784 cash cheque decommissioning

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

published amendments

Specialist areas - complex: complex cases - manual payments - issuing
Task 1784 cash cheque decommissioning removed link to out of date guidance

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Amendment to NM26

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Added NM26 System fix HHN
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
Added H/H note NC99 and note explanation re task 1912
Changes - customer: Customer or Partner is serving a prison sentence or on remand
Amendment to step 6 NC98 to NC99

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

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 - EEA 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
Minor formatting amendment
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 (P): Standardised Messages - P - Payments (codes from PA to PM)
Minor formatting amendment
Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under
Minor formatting amendment
Task 1784 cash cheque decommissioning project
Specialist areas - Specialist Trace: New claims only - All new claims received in the UK after 01/03/2014 - Guidance for Rule 2 teams only
minor formatting of new guidance
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
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Unprocessed change of circumstances
minor formatting amendment
minor formatting
minor formatting
Task 1503 Summer Budget 15 changes
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
minor formatting
Task 1503 Summer Budget 15 changes
Renewals - Mismatch Team: Mismatch Team - Phase 2 - process returned TC603D
minor formatting
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 helpcard
Amended regarding UC two child limit exception from 06/04/17. Also amended for Summer Budget 15 (1503)

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

published amendments

Changes - work (left job): Left only job, not starting new job
Task 1566 - updated to include DMS instructions
Changes - work (left job): Left main job, started new main job within seven days
Task 1566 - updated to include DMS instructions
Changes - work (left job): Left main job, started new main job outside seven days
Task 1566 - updated to include DMS instructions
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
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)
Task 1566 - updated to include DMS instructions
Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment
Task 1566 - updated to include DMS instructions
Changes - customer: Customer or Partner is serving a prison sentence or on remand
Task 1566 - updated to include DMS instructions
Changes: children (A-E): date of birth - incorrect and makes child 21 or older
Task 1566 - updated to include DMS instructions
Changes: children (A-E): date of birth - correction
Task 1566 - updated to include DMS instructions
Changes: children (A-E): child or young person - ending responsibility
Task 1566 - updated to include DMS instructions
Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
Task 1784 cash cheque decommissioning new notes PA45-PA49

published amendments

Changes - miscellaneous (G-Z): PY-1 or earlier changes (AG)
bookmarks fixed
redaction class applied
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
broken link fixed
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

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 CBOL
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 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

published amendments

Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment
Re-Publish Page
Claims: capture (A-C): child or young person restarts full-time education
Republish Page
Renewals: Annual Declaration - sifting correspondence - Netherton only
Republish for redaction

published amendments

Renewals: Annual Declaration - sifting correspondence - Netherton only
republish page
republish page

published amendments

Claims - work lists (general): Incomplete Applications work list
republish
republish
Changes - customer: Customer or Partner is serving a prison sentence or on remand
Republishing to fix redaction issue
Specialist Areas - Persons from abroad - Pre award claims - Joint claim - One customer is subject to immigration control - No child responsibility
Task 1784 removed reference to payment by giro
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
ND24 HHN added
Specialist areas - Valuables: Cashcheques - returned automatic cashcheques (AG)
Task 1784 note added regarding computer generated cashcheques no longer issued from April 2017. Reformatted.
Specialist areas - Valuables: Cashcheques - returned automatic cashcheques (Info)
Task 1784 note added that computer-generated cash cheques no longer issued from April 2017

published amendments

Claims - work lists (general): Incomplete Applications work list
Task 1784 cash cheque decommissioning
Changes - work (left job): Left only job, not starting new job
Amended regarding UC 2 child limit exception from 06/04/17.
Specialist areas: international: miscellaneous: incorrect state - claim made
Redaction class applied
minor formatting amendment
Changes - death (child): Death of a child - new claims (AG)
SB15/1503 - notes added about summer budget 15
republished original
minor formatting amendment
Specialist areas: Rapid Data Capture: Rapid Data Capture - post handling (AG)
minor formatting
minor formatting
Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from Other Member State
Redaction class applied
Changes: children (A-E): child or qualifying young person - adding or re-including
minor formatting
Backdating: backdating (all): backdating - initial action
minor formatting
minor formatting amendment
Claims: capture (D-K): effective date - determine (Info)
Redaction class applied
Backdating: backdating (all): manual calculation - backdating
minor formatting amendment
Changes - work lists: Unprocessed Change of Circumstances work list (AG)
Redaction class applied
Backdating: backdating (all): earlier claim - establishing evidence
minor formatting amendment
Backdating: backdating (all): disability - backdating following award of qualifying disability benefit
minor formatting amendment
Backdating: backdating (all): benefit interest present - backdating
minor formatting amendment
NTC listings (miscellaneous) - PX8P CY and PY cases
minor formatting amendment
Miscellaneous (E to O): Fast Track (IS, JSA, ESA) - WTC claims
minor formatting amendment

published amendments

Changes - work (left job): Left only job, not starting new job
New step added and renumbered Task 953
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.

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.
Claims: pre-capture: Pre-capture - child responsibility check
Notes added for summer budget 15. 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: EEA 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 - EEA 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 Other 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)

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)

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

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
asterisks removed
minor formatting amendment
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.
Extra information: glossary: Z
Minor formatting amendment
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.
Extra information: glossary: X
Minor formatting amendment
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
minor formatting amendment
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

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.

published amendments

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

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

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.

published amendments

Contact - customers and employers: identity confirmation
redaction class applied
Renewals: miscellaneous (G-R): renewals - restore terminated renewal
redaction class applied
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

published amendments

Eligibility - income (other than earnings): Income - miscellaneous (Info)
Payment to be disregarded entered for task 1878

published amendments

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

published amendments

Notes: Standardised Messages (A to D): Standardised Messages - B - Backdating
Task 1784 cash cheque note added
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
minor formatting amendments
Task1784 removed reference to cash cheque
Specialist areas - Bank Liaison: Bank accounts - foreign
Task 1784 removed step 9
Changes - death (customer): Death of a customer - Priority 1 team only
Task 1784 removed reference to system generated cash cheque.

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

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

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 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: Other Member States: Other 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
Extra information: glossary: Y
minor formatting amendments
minor formatting
minor formatting amendments

published amendments

Claims - work lists (general): Incomplete Applications work list
Amended re UC two child limit.

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 a Child Benefit number and personal details held on Child Benefit On Line (CBOL)
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

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
Notes - Standardised Messages (X to Z): Standardised Messages - Y - Employer Liaison Team / Payment via Employer
Task 1784 note added regarding cash cheques
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

published amendments

Changes - death (child): Death of a child - referrals to Priority 1 team
Task 1566 - updated to include DMS instructions
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

published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (pre-award)
redaction class applied
Contact - customers and employers: contact from customers (Info)
minor formatting amendment
Claims - work lists (general): Incomplete Applications work list
Amendments to step 72 to include issue letter. Task 1584
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Change to TC22 wording
Changes - children (F-Z): Full-time non-advanced education or approved training - leaving
Task 1566 - updated to include DMS instructions
Changes - children (F-Z): full-time non-advanced education or approved training - continuing
Task 1566 - updated to include DMS instructions
Changes - customer: Family break-up
Task 1566 - updated to include DMS instructions

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Update to include new note TC22

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 the general notes box using screen 6 on CBOL
Note inserted to advise that Child Benefit computer systems will be replaced by HMRC IT systems.

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

published amendments

Backdating: backdating (all): manual calculation - backdating
Task 1566 - updated to include DMS instructions
Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only - VAL blocked action
Short title added. No change to text
Backdating: backdating (all): earlier claim - establishing evidence
Task 1566 - updated to include DMS instructions
Backdating: backdating (all): disability - backdating following award of qualifying disability benefit
Task 1566 - updated to include DMS instructions
Changes - miscellaneous (G-Z): Notification of an award of disability benefit - child
Short title added. No change to text
Backdating: backdating (all): benefit interest present - backdating
Task 1566 - updated to include DMS instructions
Changes - miscellaneous (G-Z): Notification of an award to disability benefit - adult
Short title added. No change to text
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

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

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
remove reference to cash cheque and include note (task1784)
Miscellaneous: C to D: Child Trust Fund - additional payments - referral received (AG)
minor formatting amendment

published amendments

Renewals Annual Declaration (general): manual capturing a new claim - for late declarations helpcard
table removed as corrupts formatting in Gov.uk
Stopping Tax Credits: Complex: contents
new page added - TCM0380010 (STC)

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 - manual payment: Calculate and schedule manual payments and BF maintenance - Manual Payments Team only
removed reference to cashcheque and added note (task1784)
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)
Changes - miscellaneous (G-Z): PY-2 or earlier changes manual calculation
review date amended
Background section removed reference to cash cheque and included BACS payment (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

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

published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Task 1566 - updated to include DMS instructions
Renewals: miscellaneous (G-R): renewals - initial action
Task 1566 - updated to include DMS instructions
Renewals - miscellaneous (A-F): Renewals - clerical cases - handling (AG)
Task 1566 - updated to include DMS instructions
Renewals - miscellaneous (A-F): Renewals - attachments - P60
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 - Annual Declaration (general): Annual Declaration - manual Annual Declaration - issuing and processing
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

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
TC21 note added
Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
Task 1410 Step 9 -amend 'entitlement' to 'payment'

published amendments

Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Amended NX04, Work Task 1703

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
UG10 amended

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

published amendments

Specialist areas: international: miscellaneous: contents
Published
page published
Changes - miscellaneous (A-F): establish if a change can be made (AG)
step 46 removed
Amended to draft RF, change existing guidance into new style format, task 1703 AB

published amendments

Changes - work lists: Unprocessed Change of Circumstances helpcard
Minor formatting amendment to table

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

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
Formatting correction
PM standardised notes changed due to amended hardship process Task 1410

published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
broken bookmark fixed
minor formatting amendment
Formatting correction
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
Payment: contents
Contents page updated
Payment - hardship: contents
Title changed Task 1410

published amendments

Payment - overpayments (A-C): contents
archived page removed
Extra information: A-Z index
Entry deleted as archived - TCM0224120
Payment - overpayments (A-C): Overpayments - certificate of debt - explanation
Hyperlinks rerouted and block quote removed
Payment - overpayments (F-P): Overpayments - Individual Voluntary Arrangement reported
hyperlinks rerouted and block quote removed
Payment - overpayments (D-E): Overpayments - explanations - referral or letter received
Hyperlink rerouted
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 (A-C): Overpayments - payments posted to wrong year
Hyperlink rerouted
Payment - overpayments (Q-Z): overpayments - review disputed overpayments
Hyperlinks rerouted
Payment - overpayments (Q-Z): overpayments - remissions - make or cancel
Hyperlink 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.

published amendments

How to conduct the self-employment assessment
New guidance (Task 567)
Specialist areas: international: pre-award: international pre-award claims - initial action
bookmarks fixed
broken bookmarks fixed

published amendments

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

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

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
XH02 added (Task 1723)
Payment - manual payment: contents
Minor amendment to title

published amendments

Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PN to PZ)
Minor formatting amendment
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
minor formatting amendment
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)

published amendments

How to respond to an E Form
Reformatted to display correctly on Gov.uk
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Formatting amendments to display correctly on Gov.uk
Specialist areas - international claims: preparing case to pay WTC and CTC
Polish and RI BF date for SEDs (Task 1296)
Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from Other Member State
Formatting changes (Task 1296)
Notes - standardised messages (T to W): standardised messages - U - Compliance
Task 1721 - UB18-21 added. Also, UG10 amended.
Changes - death (customer): Death of a customer - Priority 1 team only
BPI task 952 - re-drafted guidance

published amendments

Page Deleted
Page deleted 31 December 2012

published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)
formatting amendments to remove block quote
BPI task 952 - updated steps 3,6, 9, 14, 16, 29, 33, 35 and 38.
Renewals - Mismatch Team: Mismatch Team - Phase 3 - amend and issue TC602
asterisks replaced by 'x' to enable redaction to be applied
Minor formatting amendments to remove block quote, plus redaction applied
Renewals - Mismatch Team: Mismatch Team - Phase 2 - process returned TC603D
broken hyperlink updated
Redaction class applied
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)
Payment - overpayments (Q-Z): overpayments - remissions - make or cancel
minor formatting amendments to remove block quote
Eligibility - income (other than earnings): Income - miscellaneous (Info)
Task 1645- Changed to Northern Ireland supplementary payments

published amendments

Renewals - Annual Declaration (general): Late declaration received - consider new claim
Minor formatting amendments
Renewals Annual Declaration (general): manual capturing a new claim - for late declarations helpcard
Updated guidance to include new postcode and PCQA checks
Notes - standardised messages (T to W): standardised messages - U - Compliance
UG10 note added

published amendments

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

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

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)

published amendments

Claims - work lists (general): Incomplete Applications work list helpcard
Task 1584 Amendment to notes in the Account number field.

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
minor formatting amendment
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 a Child Benefit number and personal details held on Child Benefit On Line (CBOL)
Task 1584 included additional start up information.

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

published amendments

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

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)
Extra information: forms
Amended to correct P9D note so that is conforms to writing standards (Task 1613)
Eligibility - income (employed and self-employed): Employment income sources - previous year (Info)
Amended P9D notes to ensure they conform to writing standards (Task 1613)
Eligibility - income (employed and self-employed): Expenses and benefits in kind - previous year (Info)
Amended to change P9D notes so they conform to the writing standards.(Task 1613)
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
Minor amendment to IA39

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)

published amendments

Specialist areas - Specialist Trace: New claims only - All claims received in UK after 01/03/2014 - guidance for R1 and STU teams
minor formatting amendment
minor amendment to title
minor formatting amendments
Specialist areas - Specialist Trace: contents
new page added - TCM0300250
Notes - standardised messages (H to I): standardised messages - H - verification failures
HA30 and HA31 added
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)
ON19 note amended to include manual suspension. New note ON23.

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

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

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.
Appeals - Mandatory Reconsideration - process
Minor formatting amendment
How to conduct the self-employment assessment
Page archived
Page unpublished

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Two new household notes added TC17 & TG06

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

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 (S): Standardised Messages - S - Renewals (codes from SE to SI)
Minor formatting amendment
Standardised reference message added to main and subsections 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 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

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)

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)

published amendments

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

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
note UF16 needed to be aligned
aligned UF16 note
New note UF16 added

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)

published amendments

Miscellaneous (P to V): claim or work item - action to take before processing
Step 1 Note added for RTI income discrepancy automation Task 1490
Notes - standardised messages (T to W): standardised messages - U - Compliance
UF15 added and explanation

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)
09/09/16 - SN31 HHN added

published amendments

NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures - ‘Navigate’ toolbar option unavailable (AG)
Amended link to TCM0262230 Step23 Task 349BR
Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Amended link to TCM0262230 Step1 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 - Unprocessed change of circumstances (AG)
Amended link to TCM0262230 Step20 Task349BR
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Superseded, Ceased joint reply, Ceased other income (AG)
Amended link to TCM0262230 Step15 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)

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)

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible
Minor changes to various steps in warranty period for Renewals 16. Task 1089
Contact - customers and employers: using Big Word
Amended Steps 3 and 4 to correct contact telephone number(Task 1595)

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)
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures - ‘Navigate’ toolbar option unavailable (AG)
Broken links updated
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incompatible - earnings and benefits (AG)
Broken links fixed
NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Awaiting change of circumstances (AG)
Broken links amended
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Verification failures (AG)
Broken links fixed
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Unprocessed change of circumstances (AG)
Broken links fixed
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Superseded, Ceased joint reply, Ceased other income (AG)
Broken attachments fixed
Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Broken link unlinked

published amendments

NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Superseded, Ceased joint reply, Ceased other income (AG)
Broken link unlinked
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - PY-1 Incompatible (AG)
Broken link unlinked
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Multi Entry (AG)
Broken link unlinked
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Incompatible - benefit only (AG)
Broken link unlinked. Bullets reformatted.
NTC listings (Unfinalised S17): NTC listing - Unfinalised S17 - Not Past 1SD (AG)
broken link unlinked. bullets reformatted
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
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Late (AG)
broken link unlinked. Attachments fixed. Some reformatting of bullets
How to override the PY-1 incompatibility failure
Added digital option to Step 1
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Appeal or Complex only
Broken link unlinked
NTC listings (Unprocessed S17): NTC listing - Unprocessed S17 - Terminated only (AG)
Broken attachments uploaded
Broken link unlinked. Minor formatting amendments
Renewals - miscellaneous (S-Z): Renewals termination - correspondence
Broken hyperlink unlinked. Minor formatting amendments
Claims: capture (Q-Z): unauthorised access to a claim
Formatting amendment
Payment - hardship (manually adjusting): Manually adjusting payments to avoid hardship
Rewritten throughout. (Task 811)

published amendments

How to complete an E Form
Formatting amendments
Specialist areas: international: Other Member States: Other Member States - contact
Step 14 amended amended re SEDs BF date for Poland and NI following CCP108

published amendments

Payment - hardship (general): Hardship - overview of claims and overpayment recovery (Info)
Changes to Cross year recovery Task 503

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

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
minor formatting amendment
New Standardised Message added at UB99 for JWT (Task 1549)

published amendments

Stopping tax credits: work lists: contents
Contents page adjusted to remove archived pages. Prevents users landing on page when using 'next page' function.
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)
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years (Info)
Page archived 17/08/16 as no longer required
Page unpublished as archived page still displaying when using 'next page' function.
How to enter short-term childcare details
Updated Step 11 to include process of including short-term end date. (CC0324T/Task 1514)

published amendments

Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years (Info)
Page unpublished as archived page still displaying when using 'next page' function.
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years - customer has not reclaimed (AG)
Page archived 17/08/16 as no longer required (Task 349)
Miscellaneous (E to O): No trace of claim (Info)
Page archived 17/08/16 as no longer required (Task 1040)
Miscellaneous (E to O): No trace of claim (AG)
Page archived 17/08/16 as no longer required
Renewals: miscellaneous (G-R): contents
new guidance added
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years - returned correspondence and expired BF cases
minor amendment to title
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years
minor formatting amendments
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - post award claims
Updated Step 13 to include new HHN46 (Task 1457)

published amendments

Notes - Standardised Messages (J to M): Standardised Messages - J - Third party enquiries / Foreign documents
Two standardised messages added for Unauthorised 3rd Party Callers (Deemed Consent)
How to issue a manual award notice
(Task 1097/1279). New manual letters creator devised and held by Business Improvement Team
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
Added two new household notes IA38 and IA39. (Task 1408)

published amendments

Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years
broken link unlinked
broken link amended
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)

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)
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
New RTI automation notes

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.

published amendments

Specialist areas - complex: complex cases - manual renewal payments (AG)
Added note at Step 11 with 50% Recovery Rate. Task 319
Payment - hardship (general): Hardship - clerical top-up after referral from DMB - TCO only
Added 50% Recovery paragraph to Step 3. Task 319

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.

published amendments

How to issue a manual statement of account
Archived 04/08/16 as no longer required Task 1279

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
UH01 to UH14 household notes added (Task567)
Changes - miscellaneous (A-F): establish if a change can be made (AG)
Minor formatting amendment to remove block quote (Step 3)
Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Minor formatting amendment
Task 237 steps 22 and 23 amended to include Class 16 remission
Claims - rejecting: Rejecting a claim (Introduction)
Minor formatting amendment
Added note. (Task 1136)
How to trace a customer’s address on TBS
Minor formatting amendment
Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested
Task 237. Guidance amended at various steps to include Class 16 remission process

published amendments

Extra information: A-Z index
new guidance added to A-Z

published amendments

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.

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New HHN UB16. Task no 1057
Notes - standardised messages (H to I): standardised messages - H - verification failures
New Standardised Message at HB46 (Task 1457)

published amendments

How to check for entitlement to the four-week run-on
minor formatting amendments
Claims: storage and retrieval: storage - preparing and sending documents
Corrected Step 3 to add clarity regarding process in transferring manually-captured claims to storage (Task 1484)
Extra information: A-Z index
Testing team space alerts
Stopping tax credits: work lists (unfinalised): initial action
Updated guidance - step 6 redacted and broken links amended
Extra information - miscellaneous information: MU table
Updates to the IYS17 unfinalised and unprocessed MUs
Stopping Tax Credits - In Year Finalisation (A-K) - initial action
Minor formatting amendment
Minor changes made and broken links fixed
Stopping Tax Credits - In Year Finalisation (A-K) - household breakdown date reported which is before UC start date: UY unfinalised
Broken links amended

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
Minor changes made to steps following usage by staff working Renewals 16
Minor amendments to various steps following usage by staff working renewals 2016
Miscellaneous (E to O): no trace of claim - TC600
Task 1040 - rewrite of process to remove the M1 referral for No Trace cases
Stopping tax credits: work lists (unprocessed): RTI incompatible
Page archived 22/07/2016 as no longer required
Page archived 22/07/2016 as no longer required
Stopping tax credits: work lists (unprocessed): duplicate
Page archived 22/07/2016 as no longer required
Stopping tax credits: work lists (unprocessed): Compliance, SCO or inhibited only
Page archived 22/07/16 as no longer required

published amendments

Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)
broken link in step 37 fixed
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Duplicate
Step 10 and 13 changed under HRR task.

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New EFAC Standardised Message at UF05 (Task 1520)
New household notes added due to changes in the HRCC process.
Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)
Changes made to redact text at Step 11
How to check if a postcode is in the correct format
New 'How To'
Stopping Tax Credits - Award Declaration (general) - record as not served
Updated by STC to reflect new procedure
Claims - work lists (general): Incomplete Applications work list
minor formatting amendment
To take in to account changes introduced by 45BZ project

published amendments

Stopping tax credits: work lists (unprocessed): incomplete or unsigned
Archived 19/07/2016 as no longer required
Stopping tax credits: work lists (unprocessed): verification failure
Archived as no longer required 19/07/2016
Archived 19/07/2016 as no longer required
Stopping tax credits: work lists (unprocessed): unprocessed change of circumstances
Archived 19/07/2016 as longer required
Stopping tax credits: work lists (unprocessed): work items - reasons (Info)
New worklist reason added
Stopping tax credits: work lists: unprocessed IYS17 worklist (Info)
Guidance amended

published amendments

Stopping tax credits: work lists (unprocessed): appeal only
Guidance updated regarding User Role
Stopping tax credits: work lists (unprocessed): Compliance, SCO or inhibited only
minor amendments made to checklist section
Stopping tax credits: work lists (unprocessed): duplicate
minor amendments made to checklist section
Stopping tax credits: work lists (unprocessed): RTI incompatible
Minor amendments to checklist section

published amendments

Stopping tax credits: specialist areas: contents
new page added to contents page
Stopping tax credits - award declaration (general): manual award declaration - issuing and processing (Info)
Amended to reflect new STC procedure
Stopping tax credits: award declaration (general): in year S17 notices for auto and reply required (Info)
Amended to reflect new STC procedure
Stopping tax credits: award declaration (general): disregard
Updated to reflect new STC process
Stopping Tax credits - Award Declaration (capture): Award Declaration - validation check failures
STC amended guidance
Stopping tax credits: award declaration (capture): sifting correspondence
Guidance updated
Stopping Tax credits - Award Declaration - returning award declaration (info)
STC Guidance updated

published amendments

Extra information: A-Z index
Mandatory Reconsiderations added to index under 'M' in addition to A
How to register an appeal on the tax credits computer
New steps included to check for a complex case
How to close an appeal
minor formatting amendment to new How To
Eligibility - remunerative work (general): Recognised cycles of work (Info)
Amendment to example 2 (Task 1267)
Notes - standardised messages (T to W): standardised messages - U - Compliance
UA04 amended (Task 838)
How to complete an M1 referral form
removed the guidance for referral of no trace cases as customers will now be issued with a TC600 by contact centres

published amendments

Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
Standardised Messages OE8 to OE13 updated (CC0310T/Task 1397)
Notes - standardised messages (T to W): standardised messages - U - Compliance
minor amendment
Standardised sign off. Work task 1156.
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
All STC HHN amended to remind operators to include their details ie contact number and PID

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
2 new household notes added - TC15 and TD16

published amendments

Payment: potential entitlement: potential entitlement (Introduction)
Minor formatting amendment.
Passported benefits - exemption / health costs: Exemption certificates - health costs
Corrected telephone number to LIS helpline (Task 1510)
Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases
Task 1040 removal of M1 for no trace being dealt with by the No trace team

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
formatting amendment
minor formatting amendment
amendment to household note UF03
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (pre-award)
Task BR422 various amendments to guidance
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)
Task BR422 amendments to various steps
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 3 - Applicant in current NTC award
Task BR422. VF rule 3 various steps amended
How to find and complete form MS164
Updated initial steps in locating MS164 template (Task 1483)

published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
New Standardised Message AR18 added to MR notes (CC0317T/Task 1499)
Changes - miscellaneous (A-F): establish if a change can be made (AG)
Step 9 amended to create link to the updated version of the M1 referral template (CCP0312T/Task 1414)
Extra information - miscellaneous information: MU table
Remove Mismatch MU's 249927 and 284145 from Pre-award Miscellaneous(CCP0312T/Task1414)

published amendments

Payment - hardship: referral received by TCO H-ART (Hardship - Adjusting Recovery Team)
monthly figures table updated. Task BR1410. Amended worksheet added Step 11 Task 319
Changes - work (left job): Left main job, started new main job outside seven days
New step added and guidance renumbered Task 953
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
Additional step added and renumbered Task 953
Backdating: backdating (all): backdating - initial action
Task 1040 step 17 amended to issue TC600 and remove No trace team
Miscellaneous (E to O): Correspondence cannot be traced to claim
task 1040 change to M1 referral cases referred to the No Trace section
Changes - work (left job): Left main job, started new main job within seven days
Step added and renumbered Task 953

published amendments

Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
New Household Note Refugee Backdating IP39 added. Task 1379
Specialist areas - Persons from abroad: Persons From Abroad team - Refugee backdating
Task 1379. remove a step and update all other steps

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New note UF03 added for EFAC Childcare exercise. task 1481/EFAC Process ref 206
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
New note XF13 added Task BR042/Childcare Leap exercise BAU payment process

published amendments

Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)
Steps renumbered, added new step regarding PAYE/SA - Task 953
Changes - work (left job): Left main job, has other jobs
Steps renumbered extra step added regarding checking PAYE/SA - Task 953
How to find and complete form MS164
Correction made to year casepapers are to be retained following them being worked or action taken. (Task 1349)

published amendments

Passported benefits - exemption / health costs: Exemption certificates - health costs
Extended earnings threshold levels for health costs exemption for 2014-2015 to 2016-2017(Task1360)
Stopping tax credits: work lists: Unprocessed In Year S17 (IYS17)
Minor formatting amendment
Stopping tax credits: work lists: contents
New page TCM0370300 added
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
update to household note TU10

published amendments

Changes - customer: customer is serving a prison sentence, has children and tax credits is in payment
removal of step 8 - CCP 92
Backdating: backdating (all): disability - backdating following award of qualifying disability benefit
Correct broken hyperlinks (Task 1212)
Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)
Minor changes to Step 1

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
Task 1195 - CCP102Step 11 added and renumbered
Appeals stages: Appeals stage 4 - preparing the response - supplementary response required
minor spelling correction. Step 4.
Specialist areas - multi-agency: multi-agency - information disclosure to outside bodies
Step 5 to include additional categories for Local Authority requests. (Task 1335)
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SE to SI)
Additional Incorrectly Ended Notes prepared SE 68 - SE 72 (CCP128 - 15/Task 301)
Miscellaneous (E to O): Incorrectly-ended cases - re-claim not made (AG)
Change to Step's to include Household Note identification references.(CCP128-15/Task 301)
Changes - customer: Customer or Partner is serving a prison sentence or on remand
removal of out of date guidance - CCP92 Work task 1125 LR

published amendments

Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
CCP0297T/Task 1374. Appeals and Mandatory Reconsideration Household Notes added
Appeals stages: Appeals stage 5 - other procedures prior to Tribunal decision
CCP0297T/Task 1374 Steps 1, 5 & 6 amended to include Direct Lodgement and Appeals Legacy
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
RTI Automation - New process. New NM rage of household notes. Task 818. Amendments to NU range linked to task 556
Changes - work lists: Unprocessed Change of Circumstances work list (Info)
Formatting the content and providing If statements. Task number 556.
Changes - work lists: Unprocessed Change of Circumstances work list (AG)
Task 556 Guidance changes throughout.
Changes - work lists: Unprocessed Change of Circumstances work list - address changes (UK) (AG)
Task 556. Guidance amended throughout.
Changes - work lists: Unprocessed Change of Circumstances helpcard
Task 556. Minor corrections.

published amendments

Stopping tax credits: work lists: Unfinalised in Year S17 (IYS17)
title amendment
Stopping tax credits: work lists (unfinalised): contents
pages re-ordered
new page added - TCM0354270

published amendments

Appeals stages: Appeals stage 7 - consideration of appeal to Upper Tribunal
CCP0297T/Task 1374. Update Steps 1, 3, 4 & 5 relating to Direct Lodgement
Appeals stages: Appeals stage 6 - action on receipt of Tribunal decision
broken hyperlink amended
CCP0297T/Task 1374. Steps 3 & 4 updated to include Direct Lodgement
Appeals stages: Appeals stage 4 - preparing the response - supplementary response required
CCP0297T/Task 1374 Step 4 amended to include Direct Lodgement
Appeals stages: Appeals stage 4 - preparing the response
minor formatting issue
broken hyperlink amended
CCP0297T/Task 1374. step 8 amended to include Direct Lodgement

published amendments

Specialist areas: international: miscellaneous: death of a worker in the UK
Minor formatting amendment
Attachment correction
Specialist areas: international: miscellaneous: derived rights
Attachment correction Step 25
Specialist areas - international claims: preparing case to pay WTC and CTC
Attachment correction Step 70
Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from Other Member State
attachment repaired
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
attachment repaired

published amendments

Renewals - Mismatch Team: Mismatch Team - Phase 1 - issue TC603 (Reply required)
Large number of amendments to the page (STC task 3158)
Renewals - Mismatch Team: Mismatch Team - Phase 1 - issue TC603 (Auto-renewal)
Amendments to areas of the text within Steps 3 and 4 (STC task 3158)
Renewals - Mismatch Team: Mismatch Team (Introduction)
Formatting amendment (STC task 3158)
Notes - standardised messages (T to W): standardised messages - U - Compliance
Correction to UG08 explanation (Task 817)
Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only - VAL blocked action
Attachment correction

published amendments

Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only
Attachment repaired
Payment - overpayments (A-C): Overpayments - COP 26 responsibilities
attachment repaired

published amendments

Claims - capture (L-P): manual capture helpcard
Extra text added at Part 5 income details (5.1 - 5.7) advising to check systems if income on claim form exceeds £100,000. Task no 1395
Claims: pre-capture: Pre-capture - income check
Texted entered at step 3 regarding checking systems if income is over £100,000. Task 1395

published amendments

Eligibility - entitlement: Child or young person - excluded from family (Info)
Young person in receipt of Working Tax Credit or Universal Credit. Wording Universal Credit added to both heading and content. Task no BR817
Changes - work (general A-M): Hours - increase/decrease
Amendment regarding using PAYE/RTI (task 953)

published amendments

Payment - overpayments (A-C): Overpayments - COP 26 responsibilities
Link to new 'Overpayments and exceptional circumstances worksheet in Steps 7 & 8 (Task 955)

published amendments

Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches
Minor change - new reason added to message GM11
How to check for CY entitlement
New 'note' added at Step 3
Miscellaneous: C to D: Compliance activity - identifying (AG)
Added UG Household Notes to Step 5. BPI work task 1156
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
HHN NL03 changed from TC1036 to TC1213 task no 1089.
Extra information: forms
TC1036 made obsolete, replaced by TC1231 Task no 1089
Changes - customer: Family break-up
Step 14 amended to remove bullet point "issue form TC1036 to the customer" (Task no 1089) Step 18 amended to change letter sent to claimant from TC1036 to TC1213. (Task no 1089)

published amendments

Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Minor formatting amendment
New notes added to TL messages.
Claims: pre-capture: Pre-capture - income check
Changes taking place from April 2016 to check if customers are living in a closed postcode area

published amendments

Claims: storage and retrieval: Retrieval and return of casepapers
Step 9 updated under Task 1343
Claims: storage and retrieval: storage - preparing and sending documents
Checklist updated for Task 1343

published amendments

Claims: capture (Q-Z): unauthorised access to a claim
Process included for passing Digital Mail Service (DMS) cases to the SMU (Task 1367)
Specialist areas - international claims: preparing case to pay WTC and CTC
Broken hyperlink amended at Step 70
Specialist areas: international: right to reside: right to reside - general
Step 39 Note added to description of Self employed carries on a trade, profession or vocation which is commercial with a view to the realisation of profits. Task 567

published amendments

Extra information - miscellaneous information: MU table
MU amended for Incomplete Applications, Compliance Cases
Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
Task 1331, CCP98, amendments to steps 21,22,27 and 32
Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible
Task no 1331 CCP99. Step 6 and 26 amended to include additional info

published amendments

Specialist areas: international: pre-award: international pre-award claims - initial action
Task 570. Step 23 amended. First If statement should read go to Step 25. Guidance correction.
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
Updated to include TC01 - TC14 for TC603 issue, capture and debt identification Updated to include TU31 - TU39 for Unprocessed IYF scenarios

published amendments

Claims - work lists (general): Incomplete Applications work list
Added new steps regarding NPS - Renewals 15
Specialist areas - Specialist Trace: NINOs and NONOs -Specialist Trace Unit only - Pre NINO allocation self employment verification
Background and Step 6 Note changed to self employment is carried on as a trade, profession or vocation which is commercial with a view to the realisation of profits. Task 567.
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 2 - Child not matched - pre-award claims
Guidance rewritten throughout Task 436

published amendments

Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)
Task 1259 Amendment to HHN SD47 to remove "re"
Task no 1259 update various HHN's that are published online to follow the changes made to the guidance and also accommodate the new letter (TC629) being issued.
Payment - work lists: Ceased Employment work list
Additional 'If' statement added to Step 6 for when TC664 has not been returned confirming employment discrepancy (CC0233T/Task805)
Claims: capture (A-C): agent - authorisation
Republished after CDIO test
Notices - general: Notices - manual correspondence team
Process rewritten and renumbered - Task BR038 Manual Correspondence
Changes - miscellaneous (G-Z): Invite fresh claim
Guidance re-stepped to include updating HHNs wherever there is a previous claim. Also added a couple of How To links.
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Added XW02 note and explanation for use when customer lives in a postcode that is closed to tax credits Added explanation to XW01 note
Eligibility - income (employed and self-employed): Self-employed income (Info)
Added text about self-employment which is commercial with a view of the realisation of profits (Task 567)
Specialist Areas - proof of Benefits Requests (one off requests) - IAA Team only
Removed steps 3 to 10 and re-wrote step 2. Task 257.
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)
Task no 1259 update various HHN's that are published online to follow the changes made to the guidance and also accommodate the new letter (TC629) being issued.

published amendments

Specialist areas - international claims: preparing case to pay WTC and CTC
Broken hyperlink amended
Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from Other Member State
corrected error on bullet step 38. work task 571

published amendments

Changes: children (A-E): child or qualifying young person - adding or re-including
Guidance rewritten throughout (Task 817)

published amendments

How to arrange an Urgent Payment request- not within the hardship criteria
Final note removed after post-publication check (Task 1314)
Email pop-up added
Subject field and email address corrected. Task no 1314
Direct payments - payment arranging (next day)
Step 5 - changed Manual Payments team to MAPTH team (Task 1314)
How to check, establish the reason for, set or remove the Finalisation Inhibited signal
Amendment to Note at Step 5 - HRR 16 Task 1065
Changes: children (A-E): child or young person - ending responsibility
minor formatting amendments
Specialist areas - international claims: manually paying WTC upfront - E400 series forms or SEDs returned from Other Member State
Removed step 12, information incorporated throughout the guidance (Task 571)

published amendments

Changes: children (A-E): child or young person - ending responsibility
Minor formatting amendments Task 817
Appeals - Mandatory Reconsideration - process
Amendments to HH notes and new Step 4 (BR021)
Stopping tax credits: work lists (unprocessed): unprocessed change of circumstances
Broken hyperlinks fixed and minor formatting amendments
Notices - general: RLS items - pre-award
Updated where to send for address overseas Task BR038
Notices - general: RLS items - post award / Annual Declaration
New step 1 and renumbered Task BR0385
Specialist areas: international: miscellaneous: EEA involvement - adding a child or qualifying young person post award
Task number 572 remove previous Step 20 and renumbered subsequent Steps

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incomplete, Unsigned or No PY-1
minor formatting amendment
Rewritten throughout (Task 1266)
Changes: children (A-E): child or qualifying young person - adding or re-including
Added link in Step 3 to the 'How to' for checking whether claim has ceased due to Universal Credit (Task 1038)
Passported benefits - Healthy Start vouchers: Healthy Start vouchers - Healthy Start Issuing Unit enquiries (AG)
broken links amended
Renewals - work lists (Unprocessed): Unprocessed S17 work list - RTI Incompatible
minor formatting amendmnets
Rewritten throughout (Task 1266)
Notes - standardised messages (T to W): standardised messages - U - Compliance
New note UB98 added. Task BRPO16
Amend Explanation to Standardised Message UB45 to read Check B-E (Task 1344)
Changes: children (A-E): child or young person - ending responsibility
Amendments to Steps 18 & 19. Step 20 removed. (Task 817)
Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
Note AC35, AS19, AW03 and AW16 amended to include Tribunal SC ref no (CCP 299T/Task 1313)
Miscellaneous: C to D: Child Trust Fund - contact from customers
Amendment to Step 3 to show correct enquiry address (Task 1202)

published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Additional Step at Step 25 to allow a new claim to be captured if information is held and on-going entitlement known (CCP0255/Task 931).
Notes: Standardised Messages (A to D): Standardised Messages - C - Complaints
New Once and Done range of Standardised Messages introduced (CC0277T/Task 1150)

published amendments

Claims: storage and retrieval: storage - preparing and sending documents
Amended Step 2 to include note regarding 'large cases' (CC0267T/Task 1208)
Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
Amendment to Standardised Messages AW03 and AW16 (CC0258T/Task1139)
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)
New notes ON21 and ON22 added (Task 503 WvP)

published amendments

Renewals - work lists (Unprocessed): Unprocessed S17 work list - Incompatible
Rewritten throughout (Task 1266)
Claims: pre-capture: Pre-capture - identity fraud check
Changes taking place from April 2016 to check if customers are living in a closed postcode area
Claims: pre-capture: Pre-capture - child responsibility check
Changes taking place from April 2016 to recognise people living in a closed postcode areas
Claims: pre-capture: pre-capture - childcare charges check
Changes taking place from April 2016 to check if customers are living in a closed postcode area
Pre Capture - carers allowance and pension check
Changes taking place from April 2016 to check if customers are living in a closed postcode area
Passported benefits - Healthy Start vouchers: Healthy Start vouchers - Healthy Start Issuing Unit enquiries (AG)
Formatting of step links amended
Formatting of links to steps amended
Specialist areas - Document Verification: Document handling - derelict documents - TCO only
Broken hyperlink amended
All steps changed due to new process (BR223)

published amendments

Extra information: glossary: Z
Page republished
Extra information: glossary: Y
Page republished
Extra information: glossary: X
Page republished
Extra information: glossary: W
Page republished
Extra information: glossary: V
Page republished
Extra information: glossary: U
Page republished
Extra information: glossary: T
Page republished
Extra information: glossary: S
Page republished
Extra information: glossary: R
Page republished
Extra information: glossary: Q
Page republished
Extra information: glossary: P
Page republished
Extra information: glossary: O
Page republished
Extra information: glossary: N
Page republished
Extra information: glossary: M
Page republished
Extra information: glossary: L
Page republished
Extra information: glossary: K
Page republished
Extra information: glossary: J
Page republished
Extra information: glossary: I
Page republished
Extra information: glossary: H
Page republished

published amendments

Extra information: glossary: G
Page republished
Extra information: glossary: F
Redaction reapplied
Claims: pre-capture: Pre-capture - employment check
Changes taking place from April 2016 to check if customers are living in a closed postcode area
Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only
Redaction correction
Redaction corrections
Formatting amendments
Formatting amendments
redaction reapplied
redaction applied
redaction reapplied
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
redaction reapplied be removing **
Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
Formatting amendment. Redaction reapplied.
Notes - Standardised Messages (J to M): Standardised Messages - L - Incompletes
asterisks removed
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
Formatting amendment. Redaction reapplied.
Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches
applying redaction
redaction applied
Renewals - miscellaneous (S-Z): Renewals - S18 - re-finalised cases not on KAI list (tax years 2004-2005 to 2007-2008) - written confirmation (AG)
redaction applied
Notes - Standardised Messages (X to Z): Standardised Messages - Z - Internal Governance (Criminal Investigations)
Formatting amendment. Redaction reapplied.
Specialist areas - Document Verification: Document handling - Tier 2 - TCO Document Verification Teams only (AG)
redaction reapplied
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Formatting amendment. Redaction reapplied.
Specialist areas - Specialist Trace: NINOs and NONOs - Specialist Trace Unit only - VAL blocked action
redaction reapplied
Extra information - miscellaneous information: Acceptable match table
redaction reapplied
Notes - standardised messages (T to W): standardised messages - U - Compliance
Formatting amendment . Redaction reapplied
How to recapture a clean claim after a mismatch - mismatch team only
redaction reapplied
Miscellaneous (E to O): Incorrectly-ended cases - initial action (AG)
redaction reapplied
Miscellaneous: C to D: identity fraud
redaction reapplied
Miscellaneous: C to D: Compliance activity - identifying (AG)
minor formatting amendment
asterisk removed as per CDIO instructions

published amendments

Extra information: glossary: C
Page republished
Extra information: glossary: B
Page republished
Extra information: glossary: A
Page republished
Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
minor formatting amendment
Updated XN03 HHN to include IDS
Specialist areas - Document Verification: Document handling - Tier 2 - TCO Document Verification Teams only (AG)
replaced * with # to enable redaction
Specialist areas - document verification: document handling: missing document action - TCO only
Reapplied redaction
Reapplied redaction

published amendments

Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Broken hyperlink amended.
New note XH01 added (Task 1196)
Specialist areas - Persons from abroad: Persons from abroad team - Pre award claims - Customers who do not have immigration status but have a British national child
guidance archived
Specialist areas - Persons from abroad: Persons From Abroad team - Pre award claims - Customers are subject to immigration control
Task 2323/580 additional information input

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
Formatting amendment
Task 865 - UB17 added to Compliance standardised messages
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New notes ND15 to ND23 added (Task 575 WvP)

published amendments

Renewals: miscellaneous (G-R): renewals - restore terminated renewal
Re-issue S17 note added at Step 3 (Task 1006). TC1221 amendments made to steps 9, 17, 19, 20 and 25 (Task 3196 & 3178).
Renewals: miscellaneous (G-R): renewals - initial action
Updated to reflect changes from April 2015 at Step 2 (Task 3254).
Renewals: miscellaneous (G-R): renewals - household breakdown - restore requested
Updated to reflect changes from April 2015 at steps 1,11 &14 (Task 3234 & 3231).

published amendments

Miscellaneous (W to Z): Withdrawing from tax credits
minor amendment at Step 22
Changes - work (left job): Left main job, has other jobs
Minor changes - new note added at step 6

published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)
minor change - new note added to step 33
Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)
Minor change - new note added to step 45
Changes - work (left job): Left main job, started new main job outside seven days
Minor change - new note added to step 7 &12
Miscellaneous (W to Z): Withdrawing from tax credits
minor change - new note added to step 17 & 22
Changes - work (left job): Left only job, not starting new job
Minor changes - new note added to step 6 & 7
Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)
Minor change - new note added to step 11
Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)
Minor change - new note added to Step 12
Changes - work (general N-Z): Strike action - on strike (AG)
Minor change - new note added to steps 24
Changes - work (general N-Z): Started new job in addition to main job
Minor change - new note added to step 11
Changes - work (left job): Left main job, started new main job within seven days
Minor change - new note added to step 6
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
Minor change - new note added to step 53
Changes - work (general A-M): Hours - increase/decrease
Minor change - new note added to Step 7
Changes - work (general A-M): Employment started (AG)
new note added to step 13
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SA to SD)
Notes SB53, SB54, SB58, SB59, SB61, to SB63, SB65, SB67 amended (Task 349BR - PO190). New Notes SB68 to SB79 added (Task 349 BR-PO190). New Note SD80 added (Task 575)
Miscellaneous (P to V): Tell Us Once - capturing and amending a claim
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - death (customer): Death of a customer - Priority 1 team only
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Payment - overpayments (D-E): Overpayments - explanations - referral or letter received
broken hyperlinks fixed
Changes taking place from April 2016 for customer moving to Universal Credit to transfer any tax credit debt to the Department for Work and Pensions (DWP) for collection
Specialist areas - complex: change of circumstances - complex to non-complex
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Claims - requests: Eligibility query
broken hyperlinks fixed
Claims - capture (L-P): Pre-capture checks - Manual Capture team
Broken hyperlinks fixed
How to complete the form AT38
Amended to include update to the case and issue codes plus add reference to Tribunal name.(Task 790)
Payment - overpayments (Q-Z): overpayments - remissions - make or cancel
Changes taking place from April 2016 for customer moving to Universal Credit to transfer any tax credit debt to the Department for Work and Pensions (DWP) for collection

published amendments

Payment - overpayments (Q-Z): overpayments - review disputed overpayments
Changes taking place from April 2016 for customer moving to Universal Credit to transfer any tax credit debt to the Department for Work and Pensions (DWP) for collection
Claims - capture (L-P): Pre-capture checks - Manual Capture team
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (left job): Left main job, started new main job within seven days
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (general N-Z): Strike action - on strike (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Miscellaneous (W to Z): Withdrawing from tax credits
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (left job): Left only job, not starting new job
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (left job): Left main job, started new main job outside seven days
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (left job): Left main job, has other jobs
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (general N-Z): Started new job in addition to main job
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - work (general A-M): Employment started (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Claims - requests: Eligibility query
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - miscellaneous (A-F): Family changes (Info)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Changes - miscellaneous (A-F): Deleting details (Info)
minor formatting
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from SJ to SS)
New note SK07 added (Task 3254)
Changes - customer: Family break-up
minor formatting amendment
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Payment - overpayments (D-E): Overpayments - disputed liability following household breakdown
minor formatting amendment
minor formatting amendment
Changes taking place from April 2016 for customer moving to Universal Credit to transfer any tax credit debt to the Department for Work and Pensions (DWP) for collection, guidance amended to indicated to DMB which customer has moved to UC
Claims - capture (L-P): manual capture helpcard
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA. Guidance amended to check customer's postcode
Payment - overpayments (A-C): overpayments (introduction)
Updated with information for customers moving to Universal Credit that if they have any outstanding TC debt this will be transferred to DWP for collection.
Payment - overpayments (D-E): Overpayments - death of a customer
Updated with information on the transfer of tc debt to DWP for customers moving to Universal Credit, and how this debt will be split between customers when a death has occurred.
Miscellaneous (E to O): Correspondence cannot be traced to claim
Changes coming in to force from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Miscellaneous (E to O): no trace of claim - TC600
Changes coming in to force from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Specialist areas - Specialist Trace: Claim form referrals - no NINO / BFPO / incorrect date of birth
Broken hyperlink amended
Changes coming in to force from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (other)
Notes NP01, NP04, NP05, NP06, NP10 amended (Task 903 WvP). New Notes NP17, NP18, NP19 and NP20 added (Task 903 WvP). Notes NU31 and NU 35 amended (Task 556 BAU WvP)
Notes: Standardised Messages (N): Standardised Messages - N - Change of circumstances (Physical)
New note NF03 added (Task 560 WvP) New Note NF04 added (Task PO480 -RBS1577)

published amendments

Changes - work lists: Unprocessed Change of Circumstances work list (AG)
Changes taking place from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Notices - general: Notices - re-issue
Changes coming in to force from April 2016 for customer moving to Universal Credit to transfer any TC debt to DWP for collection. These customers will receive an Individual Debt Statement and this guidance has been amended to reissue an IDS
Notices - general: Notices - applicant notice queries
broken hyperlink amended
Changes taking place from April 2016 for customer moving to Universal Credit to transfer any TC debt to DWP for collection. These customers will receive an Individual Debt Statement and this guidance has been amended to deal with IDS queries
Changes - miscellaneous (G-Z): Invite fresh claim
Changes coming in to force from April 2016 to ensure households living in a closed postcode area are directed to claim Universal Credit, unless of PCQA
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
TG04 and TG05 added
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from OA to OM)
New note OC01 added. (Task BR237)
Changes - work (general A-M): Hours - increase/decrease
minor formatting

published amendments

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
minor formatting amendment
Attachment added
minor formatting amendment
Attachment added
How to view the date of issue of an Individual Debt Statement (IDS) – TC1131
minor formatting amendment
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
minor formatting amendment
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
minor formatting amendment
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
minor formatting amendment
How to identify if an overpayment has been transferred to Department for Work and Pensions (DWP)/Department for Communities (DfC) for collection
Minor formatting amendment
minor formatting amendment
Payment - work lists: Suspended Overpayments work list
broken hyperlink fixed
minor formatting amendment
Task 240 - changes to suspended overpayments worklist guidance
How to determine which customer to re-issue an S17 notice to
Archived as guidance now obsolete (Task 1097)

published amendments

Changes - work (left job): Left main job, started new main job within seven days
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (left job): Left main job, has other jobs, started new main job outside seven days (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (left job): Left main job, started new main job outside seven days
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (left job): Left only job, not starting new job
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (left job): Left main job, has other jobs
minor formatting amendment
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (general A-M): Hours - increase/decrease
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (general A-M): Employment started (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Notes - standardised messages (T to W): standardised messages - U - Compliance
Minor formatting amendment
Notes - Standardised Messages (T to W): Standardised Messages - T - Stopping Tax Credits
New notes TA05 to TA19, TG01 to TG03, TP30, TU01 to TU30 added (Task STC 911) Notes TD01, TD03,TD05,TD14, TP04 amended (Task STC 911). Notes TI06,TI10,TI19 to TI47, TI60 to TI85 deleted. (Task STC 911)
Notes - Standardised Messages (O): Standardised Messages - O - overpayments (codes from ON to OZ)
Note ON19 amended. New note ON20 added (Task 892 BR)
Changes - work (left job): Left main job, has other jobs, started new main job within seven days (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Notes: Standardised Messages (P): Standardised Messages - P - Payments (codes from PA to PM)
Notes PA34, PA35, PA36 amended . New notes PA41 and PB29 added (Task 511 BR)
Renewals - miscellaneous (A-F): Renewals - attachments - P60
Updated to include Statutory Shared Parental Pay (ShPP) (Task PO490)
Eligibility - remunerative work (determining): Childbirth and adoption (Info)
Updated to include Statutory Shared Parental Pay (ShPP) (Task PO490)
Eligibility - income (other than earnings): Income - benefits (Info)
Updated to include Statutory Shared Parental Pay (ShPP) (Task PO490)
Eligibility - income (employed and self-employed): Specific payments / Benefits included as income (Info)
Updated to include Statutory Shared Parental Pay (ShPP) (Task PO490)
Extra information - miscellaneous information: Notional entitlement calculations - household breakdown cases reported late - examples
Example 7 amended to remove Situation 1 as it is no longer relevant (Task 1137)
Extra information - miscellaneous information: Deductions from income
Updated to include Statutory Shared Parental Pay (ShPP) (Task PO490)

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New note added UJ31. (Task PO509)
New notes added UJ01 to UJ06 (Rules task) New note added UJ30 (Task PO509 WvP)
Notes - Standardised Messages (J to M): Standardised Messages - M - Miscellaneous general correspondence
New notes added MV56, MV57, MV58 (Task BR61)

published amendments

Notes - standardised messages (T to W): standardised messages - U - Compliance
New notes added UG01 to UG08 (Task 1080BR)
UD10 New note added (task CCP229-15-16.) UF10, UF34, UF35, UF37, UF38, UF43, Uf44, UF45, UF48, UF51 to UF54, UF59 to UF64, UF93, UF94,UF97, UF99 new & amended notes (Task 508BR). UF24 new note added (Task 1065)
Miscellaneous (P to V): Tell Us Once - capturing and amending a claim
minor formatting amendment
Notes - Standardised Messages (H to I): Standardised Messages - I - International / Isle of Man and Channel Islands
Household Notes IA07, IA11, IA15, IA17, IA20 to IA25, IA27 to IA29, IA35 to IA37 amended. (Task 580 WvP). New household notes IP37 and IP38 added (Task 580 WvP)

published amendments

Miscellaneous (P to V): Tell Us Once - capturing and amending a claim
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Renewals - Annual Declaration (general): Annual Declaration - manual duplicate Annual Declaration (AG)
Step 3 and Step 7 action updated - Task 3236 Renewals 15
Specialist areas - Specialist Trace: Claim form referrals - no NINO / BFPO / incorrect date of birth
minor formatting amendment
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Notes - standardised messages (T to W): standardised messages - U - Compliance
Notes UA03 & UA10 amended Task BR286. Note UA28 amended Task 484. Note UA49 amended Task 1065. Note UB08 amended. New note UB31 added Task 253. Note UB09 amended Task 819. New Notes UB62, UB79 to UB97 inclusive added Task BR286
Specialist areas – Persons from abroad: Gateway Protection Programme
minor formatting amendment
New guidance created.
Specialist areas - Persons from abroad: contents
New guidance added - TCM0219070 (Task 540)

published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 5 - Child in current NTC award (post award)
Removed Note from Step 24 relating to sending duplicate award notice if TC1062 sent to existing customer (CC0245T/Task 1198)
How to check if the customer is entitled to the childcare element
Added Disablement and mobility supplement to Industrial Injuries Benefit in Step 1 (Task 249)
International pre-award claims - qualifying benefits
Updated qualifying benefits to include Industrial disablement benefit with 'constant attendance or mobility supplement' (Task 249)
Eligibility - childcare element (WTC): Incapacitated partners (Info)
Change to amend terminology to include War Disablement Benefit and Industrial Injuries Disablement Benefit (Task 249)
Specialist areas: international: pre-award: international pre-award claims - rest of the world
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Specialist areas - complex: change of circumstances - complex to non-complex
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Miscellaneous (W to Z): Withdrawing from tax credits
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)

published amendments

Claims - capture (L-P): Pre-capture checks - Manual Capture team
broken link fixed
New Step added at Step 9 regarding customers eligibility to tax credit (Task STC896)
Claims - capture (L-P): manual capture helpcard
Added SEES eligibility note and deleted 'application source' cells in Initial checks. Changed Barclays Bank postcode in Part 6 (Task 433/STC896).
Notes - standardised messages (H to I): standardised messages - H - verification failures
New notes added at HB40, HB41, HB42, HB43, HB44 and HB45 Task 436BR. New notes added at HC58, HC69 ,HC70, HC71 and HC72 Task 422 BR. Amended note HB27 Task BR61 Amended note HC42, HC43, HC44, HC45, HC49, HC56 and HC57 Task 422 BR
Miscellaneous (E to O): no trace of claim - TC600
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Miscellaneous (E to O): Correspondence cannot be traced to claim
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Renewals - change of circumstances: Renewals - family break-up - TCO only
In Background information link to household breakdown guidance updated - Task 425
Claims - requests: Eligibility query
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Payment - overpayments (F-P): Overpayments - Individual Voluntary Arrangement reported
Links to TCM0230080 changed to TCM0230060 - Task 428
Notes - Standardised Messages (E to G): Standardised Messages - G - Mismatches
New notes GM40, GM41, GS16 and GS17 added (Task 3158)

published amendments

Appeals stages: Appeals stage 7 - consideration of appeal to Upper Tribunal
Include retained Household Note AW22 in Step 1 and delete Household Note AW22 in Steps 3, 4 and 5. (CCP269T/Task 1210)
Changes - customer: Name change - customer (AG)
Step 2 - Link to Household breakdown guidance amended - Task 425
Changes - customer: Address - change (AG)
Step 2 - Link amended for Household Breakdown - Task 425
Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 12 - Residency criteria not met (post award) (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Specialist areas - Complex International case - identify
email address' amended (Task 809)
Payment - overpayments (A-C): overpayments - calculate and remit (cases suspended on or after 30/10/06)
Step 52 amended - updated Note regarding cases where entitlement has reduced to nil or ended - Task 226
Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases
FN04 amended. Note no longer in use.

published amendments

Changes - miscellaneous (A-F): establish if a change can be made (AG)
Note added to Step 19 (CC0218T/Task 933)
Notes: standardised messages (A to D): standardised messages - D - DWP benefits / Checkbrick
DF15 - new note added. WvP Task
Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals and Mandatory Reconsiderations
AR01 amended (Task 379) AR05 amended (Task 826) AR16 and AR17 - new notes added (Task BR021) AW22 - new note added (Task 1072)
Specialist areas - complex: complex cases - manual renewal (AG)
Step 19 - Notes added re: income increase disregard (Task 1169/2016 Budget changes)
Miscellaneous (A to B): rates and thresholds (Info)
Budget 2016/Rates and threshold table added for 2016-2017/ Income increase disregard changed from £5,000 to £2,500/Task BR1169
Miscellaneous (A to B): Income limits - calculation (Info)
Step 3 amended. Budget 2016 - Income increase disregard changed from £5,000 to £2,500. (Task number BR1169)
Changes - work (general N-Z): Strike action - returning to work after strike, only one job (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)

published amendments

Changes - work (general N-Z): Strike action - returning to work after strike, more than one job (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (general N-Z): Strike action - on strike (AG)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - work (general N-Z): Started new job in addition to main job
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Miscellaneous (A to B): Award calculation (Introduction)
Repair broken link to TCTM07001 Calculation of entitlement (Task 431)
Changes - miscellaneous (A-F): Family changes (Info)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Claims: storage and retrieval: Retrieval and return of casepapers
Broken link fixed
Changes - miscellaneous (A-F): Deleting details (Info)
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Changes - customer: Family break-up
Updated to reflect interim guidance issued Dec 2015 relating to UC digital expansion (STC 896)
Extra information: forms
Informing users that the TC607 Manual Statement of Account is held in SEES (Task 1097)
Payment - work lists: Informed choice work list
Step 33 amended to reflect that the form TC607 is now held on SEES (Task 1097)

published amendments

Claims - work lists (general): Incomplete Applications work list helpcard
Changed Barclays Bank postcode to LE87 2BB (Task 976)
Extra information - Bank Details Guide - Bank Details Guide - B
Change to Barclays Bank Plc. postcode (Task 884)

published amendments

Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 4/4b - 16 and up to 20 in current NTC award (Info)
Broken hyperlink amended
Renewals: miscellaneous (G-R): renewals - restore - PY or earlier years (Info)
Broken hyperlink amended