TCM0136175 - Miscellaneous E to O: In and Out of Work TC2006 letter issued - customer queries
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 TCM0322460 for the correct MU number.
- you have access to the National Insurance and Pay As You Earn System (NPS)
Background
The In and Out of Work team check cases before capture against other HMRC systems to ensure the information we hold is correct. This may mean that they could amend the customer’s income details.
This guidance is to be used when the customer queries the changes we have made to their income details.
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 dealing with a WAM referral, go to Step 2.
If you are dealing with a letter from the customer, go to Step 2.
If you are dealing with an expired BF, go to Step 13.
If you are dealing with a reply to a previous enquiry and all the information has been provided, go to Step 10.
If you are dealing with a reply to a previous enquiry and all the information has not been provided, go to Step 10.
Step 2
Check the status of the claim. For how to do this, use TCM1000025.
- make a note of the award status
If the claim is pre-award, go to Step 3.
If the claim is post award, go to Step 4.
Step 3
Follow the guidance in TCM0076000, TCM0078000 or TCM0080000 to clear any outstanding incomplete or verification failures
- go to Step 4.
Step 4
If the claim is pre-award
- update Application Notes with the message QF06 from TCM0170020. For how to do this, use TCM1000028
- go to Step 5.
If the claim is post award
- update Household Notes with the message QF07 from TCM0170020. For how to do this, use TCM1000001
- go to Step 5.
Step 5
Check the WAM or letter to determine if the customer has provided enough information to deal with the query.
If the customer has provided enough information to deal with their query, go to Step 10.
If the customer has provided enough information but you still need to discuss the information with the customer, go to Step 6.
If the customer has not provided enough information to deal with their query, go to Step 6.
Step 6
Contact the customer by phone. Follow the guidance in TCM0094080.
If you are able to contact the customer by phone, go to Step 7.
Note: Make a note of the phone call on a TC648.
If you are unable to contact the customer by phone, go to Step 8.
Step 7
Discuss the information or query with the customer.
If you are able to resolve the query with the customer, go to Step 12.
If you are unable to resolve the query with the customer and documentary evidence is required, go to Step 9.
If you are unable to resolve the query with the customer and no further documentary evidence is available, go to Step 12.
Step 8
Attempt to contact the customer for a second time at a different time of the day to obtain the required information or discuss their query. Follow the guidance TCM0094080.
If you are able to contact the customer by phone, go to Step 7.
Note: Make a note of the phone call on TC648.
If you are unable to contact the customer by phone, go to Step 9.
Step 9
Send TC1109 to the customer
- set a clerical BF date of 30 days in the future
If the claim is pre-award
- update Application Notes with the message QF08 from TCM0170020. For how to do this, use TCM1000028.
- update the In and Out of Work database
- take no further action.
If the claim is post award
- update Household Notes with the message QF09 from TCM0170020. For how to do this, use TCM1000001.
- update the In and Out of Work database
- take no further action.
Step 10
Check the information in the letter and if appropriate the information provided by the customer
- photocopy any documents provided by the customer
- go to Step 11.
Step 11
Check NPS to confirm the income for the customer and their partner, if applicable and compare this figure to the income figure on the system and the information provided by the customer.
If the customer’s income (and their partner’s, if applicable) needs amending
- follow the relevant Changes guidance
- go to Step 12.
If the customer’s income (and their partner’s, if applicable) does not need amending, go to Step 12.
Step 12
Send TC1110 to the customer.
If the claim is pre-award
- continue to work any incompletes or verification failures
- update Application Notes with the message QF10 from TCM0170020. For how to do this, use TCM1000028
- update the In and Out of Work database
- go to Step 15.
If the claim is post award
- update Household Notes with the message QF11 from TCM0170020. For how to do this, use TCM1000001
- update the In and Out of Work database
- go to Step 15.
Step 13
Has the customer replied to the TC1109?
If the customer has replied to the TC1109, go to Step 10.
If the customer has not replied to the TC1109, go to Step 14.
Step 14
Note: Do not amend the claim or issue a letter to the customer.
If the claim is pre-award
- continue to work any incomplete or verification failures
- update Application Notes with the message QF12 from TCM0170020. For how to do this, use TCM1000028
- update the In and Out of Work database
- go to Step 15.
If the claim is post award
- update Household Notes with the message QF13 from TCM0170020. For how to do this, use TCM1000001
- update the In and Out of Work database
- go to Step 15.
Step 15
Send any documentation to storage, follow the guidance in TCM0074140.