TCM0094180 - Contact - customers and employers: manual reminder cycle - post award
Checklist
Before you follow this guidance make sure
- you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu.
- you are in the correct MU. Use TCM322460 for the correct MU number.
Background
When you write to, or phone, the customer or their personal acting body for information, you should set an Action Date of 14 days after the date of the phone conversation or issue of the enquiry. This is the date by which you expect to receive a reply.
The manual reminder cycle starts 14 days after the initial enquiry has been sent to the customer, if you haven’t already received a reply by that date. Each work item on a work list will normally have an Action Date set.
When the Action Date is reached, if the information has not been supplied, you must first try to phone the customer for the information that you need, before sending a manual reminder.
If you are able to obtain the information, you must enter the information onto the computer. This action will normally remove the work item from the work list automatically.
If the customer does not respond to the initial enquiry or the manual reminder within 28 days of the initial enquiry, you must attempt to phone the customer one more time.
If you are still unable to obtain the information you need, the action you will need to take will depend on the status of the claim at the time, and the information you are trying to obtain.
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Guidance
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 or Data Security Team for advice.
Step 1
If you are working a new work list item, go to Step 2.
If you are working returned correspondence, go to Step 8.
If a reminder form TC609 has been issued and you are working an expired BF action date, go to Step 9.
Step 2
Identify the claims with an action date of today or earlier. To do this,
- check form TC648 in the clerical BF run and/or
- check Household Notes. For how to do this, use TCM1000067
- go to Step 3.
Step 3
For each case identified check if a reminder for the outstanding information has been issued.
If a reminder has not been issued, go to Step 4.
If a reminder has been issued, go to Step 9.
Step 4
Check form TC648 and the Household Notes for the information that you need from the customer.
- make a note of all the information you need
- go to Step 5.
Step 5
Check if a contact phone number is available for the customer. For how to do this, use TCM1000017.
If there is a phone number, go to Step 6.
If there is no phone number and you cannot obtain one from Directory Enquiries, go to Step 8.
Step 6
Phone the customer for the information that you need. Follow the guidance in TCM0094080.
If you are able to contact the customer by phone, go to Step 7.
If you are not able to contact the customer by phone
- send a manual reminder form TC609 to the customer
- set a further action date for 14 days. For how to do this, use TCM1000008
- select the ‘Retained’ check box
- update Household Notes to record the action you have taken. For how to do this, use TCM1000001
- take no further action.
Step 7
Check if the customer can supply the information you need.
If the customer can supply the information you need
- enter the information you have obtained onto the system
- update Household Notes with the details of the call. For how to do this, use TCM1000001
- take no further action.
If the customer cannot supply you with the information you need and does not provide you with the reasons why the time limit should be extended,return to the guidance you were previously following.
Note: The next action will depend on the status of the claim and the information you are trying to obtain.
Step 8
Check that the customer has provided you with all the information you need.
If the customer has provided all the information you need
- enter the information you have obtained onto the system
- update Household Notes with the details of the call. For how to do this, use TCM1000001
- take no further action.
If the customer has not provided all the information you need and reminder form TC609 has not previously been issued
- send a manual reminder form TC609 to the customer
- set a further action date for 14 days. For how to do this, use TCM1000008
- select the ‘Retained’ check box
- update Household Notes to record the action you have taken. For how to do this, use TCM1000001
- take no further action.
If the customer has not provided all the information you need and reminder form TC609 has previously been issued, go to Step 9.
Step 9
Attempt to contact the customer one more time to obtain the information you need.
If you are able to obtain the information
- enter the information you have obtained onto the system
- update Household Notes with the details of the call. For how to do this, use TCM1000001
- take no further action.
If you are not able to obtain the information, return to the guidance you were previously following.
Note: The next action will depend on the status of the claim and the information you are trying to obtain.