TCM0036040 - Changes - customer: Address - change (AG)

To deal with a change of address, consider steps 1 to 17.

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian / Data Security Team for advice.

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 change can be made. Follow the guidance in TCM0042260
      then, if the change 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

Check that the customer has supplied all the following relevant information

  • address
  • house name or number
  • postcode
  • new phone number, if applicable.
    Note: If the customer has previously been part of a joint claim and is now a single customer or intends to make a single claim, personal information from up to the date of the end of the joint claim will be issued to both customers during the renewal period.

If the customer has indicated in the correspondence that this may put them at risk of domestic violence

  • set the ‘Manual Correspondence’ marker, for how to do this follow the guidance in TCM1000063
  • action the household breakdown, if applicable. For how to do this, follow the guidance in TCM0036100
  • set the retained domestic violence household note. For how to do this use TCM0154040
    Note: You should only amend the address for both customers if you have confirmation that the change relates to both customers
  • If it is a joint claim, does the change relate to both customers?
    • yes (and you have all the above information), go to Step 4.
    • yes (but you do not have all the above information), go to Step 3.
    • no (and the change of address is due to a household breakdown), follow the guidance in TCM0258060.
    • not clear if the change is for both customers, go to Step 3.
  • If the change of address is to an address outside the United Kingdom (UK), follow the guidance in TCM0048060.
    Note: The Isle of Man and the Channel Islands are not part of the UK or European Union (EU).

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Step 3

Obtain the missing information. Follow the guidance in TCM0184200 (post award / Annual Declaration) or TCM0184220 (pre-award).

  • If you obtain the missing information, go to Step 4.
  • If you can not obtain the missing information, go to Step 11.

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Step 4

Use Function ‘Amend Application’ choosing the ‘Correction’ option.

  • If you are prompted to make your correction in Function ‘Capture Application’, select ‘Yes’, go to Step 6.
  • If the following message ‘Applicant is a Potential Match’ displays, go to Step 5.
    otherwise
  • you will be taken to the ‘Applicant Details’ screen, go to Step 6.

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Step 5

If the customer is a ‘potential match’, you will not be able to correct the address because the ‘Address’ button will be disabled.

  • refer the details to the Applicant Not Matched Team on the Pre-Award cluster
    then
  • go to Step 17.

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Step 6

On the ‘Applicant Details’ screen

  • select ‘Address’. You will be taken to the ‘Address Change’ screen
  • enter the Postcode and House Identifier
  • select ‘Quick’.
    • If the Address Wizard finds at least one match. You will be taken to the ‘Select Address’ screen, go to Step 8.
    • If the message ‘There are no matching addresses’ displays, select ‘OK’ and then go to Step 7.
    • If the message ‘There are more than 25 matching addresses’ displays, select ‘OK’. You will be taken to the ‘Select Address’ screen, go to Step 8.

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Step 7

On the ‘Address Change’ screen

  • enter the full address in the ‘Address’ field
  • enter the postcode in the ‘Postcode’ field
  • select ‘Advanced’
    • If the message ‘There are no matching addresses’ displays
      • select ‘OK’
      • check the address is correctly entered
      • select ‘OK’ to accept the address
        then
      • go to Step 9.
    • If the Address Wizard finds at least one match. You will be taken to the ‘Select Address’ screen, go to Step 8.
    • If the message ‘There are more than 25 matching addresses’ displays, select ‘OK’. You will be taken to the ‘Select Address’ screen, go to Step 8.

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Step 8

On the ‘Select Address’ screen, if the correct address

  • displays
    • select the correct address. The address will populate in the ‘Address Details’
      Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.
    • use Function ‘View Household Notes’ to check if there is a message stating that BACS payments were suspended due to RLS. The message will start with ‘BACS payments suspended - address RLS’
    • where there is a message, remove the ‘Manual Payment Request’ suspension. Follow the guidance in TCM0212220
      then, return to this guidance
    • use Function ‘View Household Notes’ to check for the following messages - NY13, NY14, NY15 or NY16
    • where any of these messages are present, refer the case to the Technical Advice Line (TAL) through your Technical Advice Line Liaison officer (TALLO)
      otherwise
    • select ‘OK’
    • where the claim is a joint claim you will be prompted to make the change for both customers
    • select ‘Yes’ or ‘No’, as appropriate. You will be taken to the ‘Applicant Details’ screen
    • go to Step 9.
  • does not display
    • select ‘Cancel’. You will be taken back to the ‘Address Change’ screen
    • where you have entered the postcode and house identifier and used the ‘Quick’ address find, go back to Step 7
    • where you have completed the full address and used the ‘Advanced’ address find, continue with this step
    • check the address has been entered correctly
      Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.
      then
    • use Function ‘View Household Notes’ to check for the following messages - NY13, NY14, NY15 or NY16
    • where any of these messages are present, refer the case to TAL through your TALLO
      otherwise
    • select ‘OK’
    • where the claim is a joint claim you will be prompted to make the change for both customers
    • select ‘Yes’ or ‘No’, as appropriate. You will be taken to the ‘Applicant Details’ screen
    • go to Step 9.

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Step 9

On the ‘Applicant Details’ screen

  • where the customer has supplied a new telephone number, enter it in the ‘Daytime’ or ‘Evening’ field, as appropriate, then
    • If you are making your change in Function ‘Amend Application’, select ‘OK’ and go to Step 10.
    • If you are making your change in Function ‘Capture Application’, select ‘Sm’ on the toolbar and go to Step 12.

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Step 10

On the ‘Amend Finish’ screen

  • enter the date the notification of the change was received
  • select the relevant source, for example, ‘Paper’ from the Source drop down menu
  • enter the reason for the change as ‘Designatory’
  • select ‘OK’
  • go to Step 11.

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Step 11

Update ‘Household Notes’ with the appropriate message - NC82 or NC73 - from TCM0164020. For how to do this, use TCM1000001.

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

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Step 12

On the ‘Summary Information’ screen record the following, whichever is appropriate in the ‘Application Notes’ field

  • NC82, NC85 or NC73 from TCM0164020. For how to do this, use TCM1000001.
  • Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • select ‘OK’
    • If the message ‘Application will be processed. Do you wish to proceed?’ displays
      • select ‘Proceed’
      • go to Step 13.
    • If the message ‘The information captured is incomplete. This application will be rejected’ or ‘The information captured indicates that the application maybe ineligible. This application maybe rejected’ displays
      • select ‘Store’
      • go to Step 13.

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Step 13

If the claim is

  • pre-award, go to the ‘Summary Information’ screen to make a note of your actions in the ‘Application Notes’ field
  • post award. Use Function ‘Maintain Household Notes’ to make a note of your actions
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).
    then
  • go to Step 14.

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Step 14

Check for a Visually Impaired Special Needs signal. To do this

  • use Function ‘View Application’
  • go to the ‘Application Information’ screen
  • check if the ‘Special Needs’ field displays Braille, Audio or Large Print

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Step 15

Notify VIMU of the change of address. To do this

  • complete the referral on the Visually Impaired Media Unit intranet site, with your own and the customer’s details
    then
  • email it (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    Note: VIMU do not have access to TCO computer records so you must fully complete all the details on the request form, in particular the ‘Requesting Officer’ and ‘Customers’ details.
  • go to Step 16.

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Step 16

If the claim is Pre-award, go to the ‘Summary Information’ screen and update the the ‘Application Notes’ field with NC79 from TCM0164020. For how to do this, use TCM1000001.

If the claim is Post award

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).

then

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Step 17

Has the customer stated that they want TCO to inform CBO of the change?

If no, close the document on DMS. For how to do this, use TCM1000037.

If yes, follow the guidance in TCM1000037

then

  • close the document on DMS.