TCM0094200 - Contact - customers and employers: manual reminder cycle - pre-award (AG)
To manage the manual reminder cycle pre-award, consider steps 1 to 9.
Step 1
Use Function MAINTAIN WORKLIST to
- call up the work list that you want for the appropriate Management Unit
- filter the selected work list so that only those with an Action Date of today or earlier are listed.
For more guidance about filtering work lists, use TCM0140180.
Step 2
For each entry on the filtered list, use Function VIEW APPLICATION and check the Notes field on the Application Information screen to check if a reminder for the outstanding information has been issued.
Step 3
Use Function VIEW APPLICATION to
- identify the information that you need from the Notes field on the Application Information screen
- check if a contact phone number is available.
Step 4
Phone the customer at the contact number obtained from the computer or from Directory Enquiries. Follow the guidance in TCM0094080.
- If you are able to contact the customer by phone, go to Step 5.
- If you aren’t able to contact the customer by phone, go to Step 6.
Step 5
Ask the customer for the information you need or remind them to send the enquiry back within the next 14 days. If the customer
- can’t supply the information you need
- explain that the decision on their claim will be based on the information already supplied
- this may mean a lower award or no entitlement to tax credits
then
- If you still can’t obtain the information you need (This content has been withheld because of exemptions in the Freedom of Information Act 2000) , go to Step 9.
- can supply the information you need, use Function CAPTURE APPLICATION to
- enter the information you have obtained.
Note: Provided you have entered all the information required, the work item will be deleted.
- enter the date the information was received in the Application Notes field on the Summary Information screen
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- no further action required.
Step 6
Send a manual reminder form TC609 to the customer.
Step 7
Record the issue of the manual reminder. To do this
- use Function CAPTURE APPLICATION to update the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
then
- record your action on the tax credits MIS Work Management System.
Step 8
Use Function MAINTAIN WORKLIST to amend the Action Date to 14 days after the date the reminder is issued, making sure that the Retained checkbox is selected
- If the enquiry is returned within the 14-day period, use Function CAPTURE APPLICATION to
- enter the information you have obtained
Note: Provided you have entered all the information required, the work item will be deleted.
- enter the date the information was received in the Application Notes field on the Summary Information screen
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- no further action required.
- If the enquiry isn’t returned within the 14-day period, go to Step 9.
Step 9
If you haven’t received a reply 14 days after the issue of a reminder, phone the customer one more time to obtain the information you need. Follow the guidance in TCM0094080.
- If you obtain the information you need, use Function CAPTURE APPLICATION to
- enter the information you have obtained.
Note: Provided you have entered all the information required, the work item will be deleted.
- enter the date the information was received in the Application Notes field on the Summary Information screen
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- no further action required.
- If you don’t obtain the information you need (This content has been withheld because of exemptions in the Freedom of Information Act 2000) , the next action you take will depend on
- the status of the claim at the time
and
- the information you are trying to obtain. For details of the action to take, follow the guidance in the specific Action Guide for the task you are currently undertaking.