TCM0032040 - Changes: children (A-E): change of circumstances - notifying CBO

Background

The following change of circumstances must be notified to Child Benefit Office (CBO):

  • death of a customer
  • death of a child
  • changes to bank details if it is clear that the customer wants Child Benefit to be paid into the same account.

These changes are classed as Priority 1 change of circumstances. The change of circumstances should be prioritised so that you deal with cases involving the death of a customer or children first.

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Guidance

When you are notified of a change of circumstances that needs to be notified to CBO, consider steps 1 to 5.

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Step 1

Before making any changes, use Function VIEW LINKED WORK ITEMS to check if there are any Unprocessed Change of Circumstances work list items shown.

  • If there are no Unprocessed Change of Circumstances work list items shown
    • check if the changes can be made. Follow the guidance in TCM0042260
      then, if the changes can be made
    • go to Step 2.
  • If there is an Unprocessed Change of Circumstances work list item shown
    Note: If the Unprocessed Change of Circumstances work list item is the same as the change you have been notified of, delete the work list item.
    • make a note of the change you have been notified of
    • follow the guidance in TCM0054060 at step 1 for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list
      then, if you can action the changes
    • follow the rest of the guidance in TCM0054060 for the work list item only
    • return to this guidance to action the change you have been notified of
      Note: If you need to contact the customer for any missing information, make a note of all the information you need for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list.
    • go to Step 2.

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Step 2

Establish how the change of circumstance was received.

  • If the change was received by phone, go to Step 3.
  • If the change was received in writing, go to Step 4.

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Step 3

Ask the customer whilst on the phone whether they are in receipt of Child Benefit or waiting to hear about their Child Benefit claim.

  • If they are waiting or are in receipt of Child Benefit, go to Step 5.
  • If they are informing you of a change of circumstance other than a Priority 1 change, tell the customer to inform CBO on 0845 3021444 (or textphone 0845 3021474).
  • If they are informing you of a change of circumstance other than Priority 1 change and they are adamant that you notify CBO, treat the change as Priority 1, go to Step 5.
  • If they are not in receipt of Child Benefit and none of the above occur, continue to process the change of circumstances and take no further action in this Action Guide.

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Step 4

Using Function VIEW APPLICATION check whether there is a Child Benefit / Child Tax Credit (CTC) interest.

  • If there is a Child Benefit / CTC interest, go to Step 5.
  • If there is no Child Benefit / CTC interest, continue with the change of circumstances and take no further action in this Action Guide.

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Step 5

Complete form TC648 giving details of the change of circumstances and save it. To send the details to CBO, follow TCM0322420.