TCM0176020 - Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Note: This category contains Standardised Messages that aren’t relevant to any of the other categories.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
HRR - At First Contact (codes start with XB)
Child Trust Fund (codes XC01 to XC20)
Breathing Space (codes XC21 to XC30)
Domestic violence cases (codes start with XD)
GDPR (codes start with XE)
Income, childcare, employment and benefit queries (codes start with XF)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Digital Services (codes start with XH)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Emergency Cases (codes start with XK)
Cost of Living Support Scheme (codes start with XL)
Multi-agency (codes start with XM)
Re-issue notice (codes start with XN)
Preparing and sending documents for storage (codes start with XP)
COVID-19 issue (codes start with XQ)
COVID-19 issue (continued)(codes start with XY)
Restore (codes start with XR)
Returned Letter Service / returned award notices (codes start with XS)
Welsh Language Unit translations (codes start with XT)
Unsigned award notices (codes start with XU)
Tax Credits Quality Assurance Team (codes start with XV)
Invite a fresh claim (codes start with XW)
Log award notice (codes start with XX)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Standardised reference

Please ensure that the relevant standardised reference shown below is added to the end of the message. For more information see TCM0152090

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Top of page

HRR - At First Contact

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XB01 - HRR - At First Contact - 2019. Childcare case not inhibited, Operator to ask specific questions if customer rings to renew or report change during renewal window	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB02 - HRR - At First Contact - 2019. Childcare case not inhibited, Operator to ask specific questions if customer rings to renew or report change during Renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB03 - HRR - At First Contact - 2019. Childcare case not inhibited, Operator to ask specific questions if customer rings to renew or report change during Renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB04 - HRR - At First Contact - 2019. Childcare case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB05 - HRR - At First Contact - 2019. Child case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB06 - HRR - At First Contact - 2019. Disability case not inhibited, Operator to ask specific questions if customer rings to renew or report change during the renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB07 - HRR - At First Contact - 2019. Disability case not inhibited, Operator to ask specific questions if customer rings to renew or report change during the renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB08 - HRR - At First Contact - 2019. Disability case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB09 - HRR - At First Contact - 2019. Multi risk (Income/Childcare/Award) case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB10 - HRR - At First Contact – 2019. Multi Risk case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB11 - HRR - At First Contact - 2016. Multi risk case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB12 - HRR - At First Contact - 2019. NMW may not be being paid case not inhibited. Operator to ask specific questions if customer rings to renew or report a change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB13 - HRR - At First Contact - 2019. SSP or ESA risk case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB14 - HRR - At First Contact - 2019. Work & Hours risk case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB15 - HRR - At First Contact - 2019. UP case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
This Note no longer used from 11.4.19 - XB16 - HRR - At First Contact - 2019. UP case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.	Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.
XB17 - HRR - At First Contact - 2019. Question asked, case closed	Not Compliance Process. Note added if customer rings during renewal window and either informs operator of a required change or confirms no change required.
XB18 - Renewal - At First Contact - 2019 - Young person case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.	Not Compliance Process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risk identified during Renewal preparation. Any changes to be made as a BAU Change of Circumstance.
XB19 - Renewal - At First Contact - 2019. Question asked case closed	Not Compliance Process. Note added if customer rings during renewal window and either informs operator of a required change or confirms no change required.
XB20 - renewal - At First Contact - 2019 - Other Income case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.	Not Compliance Process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risk identified during Renewal preparation. Any changes to be made as a BAU Change of Circumstance.
XB22 - QYP Health Check. Operator to ask specific questions if the customer calls for any reason	Not a compliance process. If the customer calls for any reasons, operator to ask the customer if there are any updates related to specific risks identified. Any changes to be made as a BAU Change of Circumstance.
XB23 - QYP Health Check. Question asked, customer reported a change to the specific risk identified	Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified
XB24 - QYP Health Check. Question asked, customer confirmed no change to the specific risk identified	Not a compliance process. Note added when customer has made contact and informs operator that there is no change to report to the specific risk identified
XB25 - TCC QYP - Question asked future dated change reported. Advised customer to call back within 1 month of change happening.	Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified, however change is in the future so customer advised to callback within 1 month of change happening
XB26 - Childcare Health Check Operator to ask specific questions if the customer calls for any reason.	Not a compliance process. If the customer calls for any reasons, operator to ask the customer if there are any updates related to specific risks identified. Any changes to be made as a BAU change of circumstance.
XB27 - TCC Childcare – Question asked claims updated	Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified.
XB28 - TCC Childcare – Question asked no change to report	Not a compliance process. Note added when customer has made contact and informs operator that there is no change to report to the specific risk identified.
XB29 - TCC Childcare – Question asked future dated change reported. Advised customer they can call back up to 7 days before the change will happen	Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified, however change is in the future so customer advised they can call back up to 7 days before the change will happen
XB30 - Working Hours Health Check Operator to ask specific questions if the customer calls for any reason.	Not a compliance process. If the customer calls for any reasons, operator to ask the customer if there are any updates related to specific risks identified. Any changes to be made as a BAU change of circumstance.
XB31 - TCC Working Hours– Question asked claims updated	Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified.
XB32 - TCC Working Hours – Question asked no change to report.	Not a compliance process. Note added when customer has made contact and informs operator that there is no change to report to the specific risk identified.
XB33 - TCC Working Hours – Question asked future dated change reported. Advised customer to call back within 1 month of change happening.	Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified, however change is in the future so customer advised to callback within 1 month of change happening
XB34 - Dividend Income declared to HMRC for PY-1. Ask customer if they have any dividend income to declare for PY	Dividend Income declared to HMRC for PY-1. Ask customer if they have any dividend income to declare for PY
XB35 - Rental income declared to HMRC for PY-1. Ask customer if they have rental income to declare for PY	Rental income declared to HMRC for PY-1. Ask customer if they have rental income to declare for PY
XB36 - SA identifies undeclared self employed profit for PY-1. Ask the customer about any self employed profit that might not have declared for PY	SA identifies undeclared self employed profit for PY-1. Ask the customer about any self employed profit that might not have declared for PY.
XB37 - [User to enter multiple income] declared to HMRC for PY-1. Ask the customer about [user to enter multiple income] to declare PY	[User to enter multiple income] declared to HMRC for PY-1. Ask the customer about [user to enter multiple income] to declare PY

Top of page

Child Trust Fund

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XC01 - Clerical CTF Proforma completed for child (name & DOB) and referred to TAL initials, xx/xx/xxxx	Self-explanatory.
XC02 - CTF referral is not required because the qualifying conditions are not satisfied	Self-explanatory.

Top of page

Breathing Space

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XC21 - App x Breathing Space dd/mm/yyyy (start date) - dd/mm/yyyy (end date)	Applicant is in the Breathing Space period.

Top of page

Domestic violence cases

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XD01 - Domestic violence case - set the manual correspondence marker - do not remove. Case referred to domestic violence team do not divulge any information to ex-partner XXGRPX/X	If the customer has previously had a joint claim and now has a single claim 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. The manual correspondence indicator is set to ensure that any correspondence is checked before being issued.
XD02 - Domestic violence case - manual correspondence marker already set do not remove - do not divulge any information to the ex-partner XXGRPX/X	If the customer has previously had a joint claim and now has a single claim 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. This may cause problems if the customer has been subjected to domestic violence. The manual correspondence indicator is set to ensure that any correspondence is checked before being issued.
XD03 - TC6XX (YY/YY, type of notice, issue date) (optional - IYSD changed to DD/MM/YY) issued to claimant 1/2. XXGRPX/X	TC6XX (YY/YY, type of notice, issue date) (optional - IYSD changed to DD/MM/YY) issued to claimant 1/2.
XD04 - Manual TC6XX (YY/YY, type of notice, issue date) copy issued to claimant 1/2. XXGRPX/X	Self-explanatory
XD05 - Claimant1/2 details entered on DV spreadsheet (date)XXGRPX/X	Self-explanatory
XD06 - TC610 (and letter)(delete as appropriate) for tax year (YY/YY, issue date) issued to claimant 1/2. O/p of £XXXX for (tax year) XXGRPX/X	Self-explanatory
XD07 - TC6XX (YY/YY, type of notice, issue date) received for claimant 1/2 not issued (reason why). XXGRPX/X.	Self-explanatory
XD08 - O/p of £XXXX for (tax year) sent to DMB to arrange recovery action XXGRPX/X.	Notification has been sent to DMB to ensure they are aware there is a risk of Domestic Violence when taking any direct recovery action.
XD09 - Claimant (1/2)(delete as appropriate) no longer/not(delete as appropriate) at risk of domestic violence (enter reason.) XXGRPX/X	Priority 1 team have confirmed there is no longer any risk of Domestic Violence and there is no longer a requirement to place a manual correspondence marker on the claim.
This Note no longer used from 6 April 2012 - XD10 - DO NOT MAKE ANY CHANGES TO THIS CLAIM UNTIL MC MARKER HAS BEEN RESET BY DV TEAM XXGRPX/X	The Domestic Violence team have checked the claim and consider there would be no risk if certain system generated notices are issued. They have removed the manual correspondence marker to enable the notices to be sent. No changes must be made to the claim as this could generate further notices until the manual correspondence marker is reset.
XD11 - Claimant1/2 details entered on DV spreadsheet (date) manual correspondence marker removed/not added (delete as appropriate) as not appropriate on HHBD case XXGRPX/X	There is a risk of Domestic Violence but the claim affected does not require a manual correspondence marker.
XD12 - O/P of £XXXX for (tax year) (CSSG/ Appeals/ DMB) to arrange manual recovery. No further action by DV team. (delete as appropriate) XXGRPX/X.	The DV team have received a referral from CSSG, Appeals, or DMB. All necessary action has been taken by the DV team. The action to notify the outstanding overpayment has been taken by CSSG, Appeals or DMB to arrange direct manual recovery action.
XD13 - Household ended dd/mm/yy, date reported dd/mm/yy. Referred to the Notional Entitlement Team for consideration. ’XXGRPX/X.	There is a risk of Domestic Violence but the household breakdown has been reported late. A referral to consider Notional Entitlement has been sent prior to notifying DMB of any outstanding overpayment amount.
XD14 -Domestic Violence case. TC603(XX)(YY/YY,) S17 renewal notice ( not issued (reason why) for claimant 1/2 not issued. Annual Declaration marked as ‘not served.’ Reason RLS	The Annual Declaration matches the customers address on the tax credits computer. The RLS marker has already been set. Unable to trace new address to issue the S17. The ‘Not Served’ marker has been set for the computer to produce another copy with the updated address, when the tax credits computer has been amended and the RLS marker removed.
In use by Priority 1 from 16 September 2014 - XD15 - Notification of domestic violence received DD/MM/YY from AP1/AP2. For Priority 1 action only.	For use by P1 AA - a DV WAM has been received/logged onto the P1 team. This note will be deleted and replaced by the AO when the case is actioned.
In use by Priority 1 team from 16 September 2014 - XD16 - HHBD due to domestic violence. WAM/Contact Centre call received DD/MM/YY. AP1/AP2 address updated/RLS. HH ended DD/MM/YY. New claim captured with AP1/AP2. Domestic violence case log updated.	The customer has reported a new notification of a HHBD involving domestic violence and a new single claim has been captured over the telephone.
In use by Priority 1 team from 16 September 2014 - XD17 - HHBD due to domestic violence. WAM/Contact Centre call received DD/MM/YY. AP1/AP2 address updated/RLS. HH ended DD/MM/YY. TC661a issued to AP1/AP2 to invite telephone capture of the claim. Domestic violence case log updated.	The customer has reported a new notification of a HHBD involving domestic violence and P1 have been unable to capture a new single claim over the telephone.
In use by Priority 1 team from 16 September 2014 - XD18 - domestic violence case. Manual/Telephone capture of the claim. Workaround complete. Domestic Violence case log updated.	P1 team have captured a new claim over the telephone.
In use by Priority 1 team from 16 September 2014 - XD19 - domestic violence case for Priority 1 action only. Minimum data captured - more information is required from the customer. Customer to call 03000 534642.	P1 have been unable to capture the claim over the telephone. The new single claim is partially captured to await full details from the customer.

Top of page

GDPR

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XE01 - GDPR Retain Data	GDPR Retain Data
XE02 - GDPR Data no longer retained	GDPR Data no longer retained
XE03 - NONO Claim - to be retained until reviewed	NONO Claim - to be retained until reviewed
XE20 - Unfinalised tax year (s) (20XX/20XX) has been worked and finalised off system. Claim to bypass unfinalised exception to comply with GDPR.	Unfinalised tax year (s) (20XX/20XX) has been worked and finalised off system. Claim to bypass unfinalised exception to comply with GDPR.

Top of page

Income, childcare, employment and benefit queries

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
This Note no longer used from 12 August 2011 - XF01 - Corre rcvd. Cust qry inc and/or CCC (delete as appropriate) figs amd by man cap	The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original figures the customer supplied on their claim form.
This Note no longer used from 12 August 2011 - XF02 - Correspondence received. Customer querying income and/or childcare (delete as appropriate) figures amended by manual capture team	The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original figures the customer supplied on their claim form.
XF03 - TC1109 ltr isd for fthr info fm cust	A TC1109 letter has been issued to the customer to get further information so we can deal with their query.
XF04 - TC1109 letter issued for further information from the customer	A TC1109 letter has been issued to the customer to get further information so we can deal with their query.
XF05 - TC1110 ltr isd to adv we hv/hv nt (delete as appropriate) amd their clm	A TC1110 letter has been issued to the customer to advise them that we have/have not (delete as appropriate) amended their claim based on the evidence we have and which has been supplied.
XF06 - TC1110 letter issued to advise them that we have/have not (delete as appropriate) amended their claim	A TC1110 letter has been issued to the customer to advise them that we have/have not (delete as appropriate) amended their claim based on the evidence we have and which has been supplied.
XF07 - No amd md to clm. Cust did nt rpy to ltr isd	The customer did not reply to the letter we issued asking for further information to deal with their query. No letter issued.
XF08 - No amendments made to claim. Customer did not reply to letter issued	The customer did not reply to the letter we issued asking for further information to deal with their query. No letter issued.
This Note no longer used from 12 August 2011 - XF09 - Corre rcvd. Cust qry emp rmvd or hrs amd (delete as appropriate) det amd by man cap	The customer has contacted us in response to a letter they have received advising them that the manual capture team have removed the employment or amended the hours the customer supplied on their claim form.
This Note no longer used from 12 August 2011 - XF10 - Correspondence received. Customer querying employment removed/ hours amended (delete as appropriate) details amended by manual capture team	The customer has contacted us in response to a letter they have received advising them that the manual capture team have removed the employment or amended the hours the customer supplied on their claim form.
XF11 - Corre rcvd. Cust qry inc figs# and# CCC figs# and# emp rmvd# and# hrs amd# and# IS/JSA/ESA/PC rmvd (delete as appropriate) by man cap	The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original income and/or CCC figures and/or the employment and/or the hours and/or removed the IS/JSA (IB)/ESA (IR)/PC marker the customer supplied on their claim form.
XF12 - Correspondence received. Customer querying income figures# and# childcare figures# and# employment removed# and# hours amended# and# IS/JSA/ESA/PC removed (delete as appropriate) by manual capture team	The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original income and/or CCC figures and/or the employment and/or the hours and/or removed the IS/JSA (IB)/ESA (IR)/PC marker the customer supplied on their claim form.
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
XF21 - Customer Tel DD/MM/YY. Advised TC ended due to incorrect TFC claim. Confirmed no activity on TFC account. HH end date DD/MM/YY removed to reinstate clm. Advised they should rec new award notice showing payments in 7-10 days	Claimant wanted to claim 30 hours free Childcare, mistakenly claimed Tax Free Childcare which ended their Tax Credits claim. Tax Credits claim has been reinstated.
XF22 - Customer Tel DD/MM/YY. Advised TC ended when TFC claimed. Confirmed activity on TFC account so unable to reinstate claim. Advised a new claim can be submitted but not backdated	Claimant is financially worse off with Tax Free Childcare or has incorrectly claimed. Tax Free Childcare account has been used so unable to reinstate claim. New Tax Credit claim required.
XF23 - Advised TC ended when TFC claimed. Confirmed unable to reinstate claim. Advised a new claim can be submitted, claim form issued.	Customer informed that TC cannot be reinstated. A new claim form has been issued.
XF24 - Complex Tax Credits reinstatement request. Unable to reinstate referred to International TAL, TDT WVP.	Unable to reinstate the Complex Tax Credits request. Claim referred to International TAL, TDT WVP.
XF25 - Unable to reinstate Tax Credits award, referred to BIT/TAL for further investigation.	Unable to reinstate Tax Credits award. Claim referred to BIT/TAL for further investigation.
XF50 - SA trial letter - PY estimate income. Customer has 30 days to provide PY actual income.	A letter has been sent to the customer asking them to provide their actual PY income by the second specified date
XF51 - SA trial - PY estimate income updated. Award finalised using customer self-assessment (SA) return PY income. Award uninhibited	The award has been finalised using PY actual income information submitted on self-assessment (SA) return
XF52 - SA trial - customer has provided their actual PY income. Award updated (renewal inhibited)	The customer has provided their PY actual income. The award has been updated (Renewal inhibited)
XF53 - SA trial - SMS text sent to prompt report of last year income	Text sent to prompt customer to report their last year self-employed/other income
XF54 - SA trial letter issued (DD/MM/YY) for PY income sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. SA trial letter not re-issued on instructions from trial. No further action taken. Do not Disclose.	SA trial letter returned RLS
XF55 - SA trial - Award uninhibited	The award has been finalised using PY actual income information provided by the customer.
XF56 - SA trial estimate letter - PY estimate income. Customer prompted to provide PY actual income by 2SD. (renewal NOT inhibited)	SA trial estimate letter - PY estimate income. Customer prompted to provide PY actual income by 2SD. (renewal NOT inhibited)
XF57 - SA trial – customer has provided their actual PY income. Award updated (renewal NOT inhibited)	The customer has provided their PY actual income. The award has been updated, renewal NOT inhibited
XF58 - Delay to issue of 18/19 finalised award notice due to cases being included in March 2020 SA trial (HHN XF50 & XF53)	Following the March 2020 SA trial affecting some self-employed cases for y/e 18/19, there is a delay to finalising a portion of these cases. The cases in the trial were identified with notes XF50 and XF53
XF65 -Tax Credit Trial SMS issued to Auto Customers	Text sent advising customers they do not need to contact us unless they have a change to report or their income is incorrect.
XF66 - SMS nudge: No amendment to claim	For use when a SMS has been issued out and the customer contacts but no amendment to the claim is required.
XF67 - Letter nudge: No amendment to claim	For use when a letter has been issued out and the customer contacts but no amendment to the claim is required.
XF68 - Letter issued to customer to check estimated CY self-employed income	Letter issued to customer to check estimated CY self-employed income
XF69 - Unregistered birth process. Child matched in GRO and Child details correct on NTC. (insert sign off)	Child details matched on GRO and NTC
XF70 - Unregistered birth process. Child matched in GRO and Child details on NTC updated. (insert sign off)	Child found on GRO and NTC updated with child details
XF71 - Unregistered birth process. Child (insert child’s name) removed from NTC as customer cannot provide proof of responsibility. (insert sign off)	Child removed from NTC as no evidence of responsibility provided by customer

Top of page

NIRS Credits misdirection cases

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Top of page

Digital Services

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XH01 - HHBD (date). ExPtnr’s address set to RLS. Customer referred to the single claims team helpline.	HHBD reported and standardised note set specifically to block access through the digital service
This note no longer used from 01 January 2019 - XH02 - HHBD (date). ExPtnr's address set to RLS. Claim pack issued	HHBD reported and standardised note set specifically to block access through the digital service
XH03 - HHBD (date). ExPtnr's address set to RLS. Cust doesn't want to make new claim.	HHBD reported and standardised note set specifically to block access through the digital service
XH04 - Case checked. HVP released for PY/CY case matches automatic sift selection criteria. Payment can be issued. VLP/Robotic Solution.	HVP case checked by VLP Robotic solution. (published as XH02 between 08/12/16 and July 2017)
XH10 - Digital new claim submitted.	Customer submitted a Tax Credit new I-claim via the digital service. The claim has been manually captured.

Top of page

Fraud and Error assessment system tool

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
This Note no longer used from 1 January 2019 - XJ01 - CCP not reg, CCC rmvd. Ltr isd	The customer has put childcare charges on the claim form but the childcare provider is not registered. Childcare costs have been removed. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ02 - CCC rmvd, ch not yet std. Ltr isd	The customer has put childcare charges on the claim form but the childcare has not yet started. Childcare costs have been removed. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ03 - CCC rmvd, ch not kwn/atd (delete as appropriate). Ltr isd	The customer has put childcare charges on the claim form but the childcare provider does not know the children or the children have never attended. Childcare costs have been removed. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ04 - CCC chgd fm £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but the amount is incorrect. Childcare costs have been amended. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ05 - CCC amd fm mntly to wkly £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but has put monthly instead of weekly. Childcare costs have been amended from monthly to weekly. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ06 - CCP not reg, CCC rmvd. Inc chgd fm £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but the childcare provider is not registered. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ07 - CCC rmvd, ch not yet std. Inc chgd fm £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but the childcare has not yet started. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ08 - CCC rmvd, ch not kwn/atd. Inc chgd fm £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but the childcare provider does not know the children or the children have never attended. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ09 - CCC chgd fm £XX to £XX. Inc chgd fm £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but the amount is incorrect. Childcare costs have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ10 - CCC amd fm mntly to wkly £XX to £XX. Inc chgd fm £XX to £XX. Ltr isd	The customer has put childcare charges on the claim form but has put monthly instead of weekly. Childcare costs have been amended from monthly to weekly. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 Janaury 2019 - XJ11 - Inc chgd fm £XX to £XX. TC1094 iss’d	Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This Note no longer used from 6 April 2012 - XJ12 - 50+ rmvd, no entmt. Ltr isd	The customer has put entitlement to the 50+ element on the claim form but is not entitled. Letter issued to customer.
This Note no longer used from 6 April 2012 - XJ13 - 50+ rmvd, no entmt. Inc chgd fm £XX to £XX. Ltr isd	The customer has put entitlement to the 50+ element on the claim form but is not entitled. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ14 - Wk det rmvd. Clmt 1/2 (delete as appropriate) not kwn/atd (delete as appropriate). Ltr isd	The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ15 - Wk det rmvd. Clmt not kwn/atd (delete as appropriate). Inc chgd fm £XX to £XX. Ltr isd	The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ16 - Wk hrs chgd fm XX to XX. Ltr isd	The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ17 - Wk hrs chgd fm XX to XX. Inc chgd fm £XX to £XX. Ltr isd	The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ18 - Inc chdg fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.	Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ19 - Wk det rmvd. Clmt not kwn/atd (delete as appropriate). Inc chgd fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.	The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ20 - Wk hrs chgd fm XX to XX. Inc chgd fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.	The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ21 - IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.	The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ22 - MAN CAP	The case has been manually captured.
This note no longer used from 1 January 2019 - XJ23 - Child (enter child’s name and date of birth) rmvd. No resp. Ltr isd.	The customer has put a child/children on the claim form but we are unable to establish responsibility. The child/children have not been put on the claim. Letter issued to customer.
This note no longer used from 1 January 2019 - XJ24 - TSSB amd fm £XX to £XX. Clmt 1/Clmt 2 (delete as appropriate) in rec of CA. Inc chgd fm £XX to £XX ltr isd	Taxable Social Security Benefit (TSSB) has been amended because the information we hold does not match the Carers Allowance (CA) provided on the claim. Letter issued to the customer.
This note no longer used from 1 January 2019 - XJ25 - Other inc amd fm £XX to £XX. App1/App 2 (delete as appropriate) in rec of a pen. Inc chgd fm £XX to £XX ltr isd	Other income has been amended because the information we hold does not match the pension details on the claim. Letter issued to the customer.
This note no longer used from 1 January 2019 - XJ26 - CCC removed, costs met by local auth/education early years. Letter issued.	The customer has put childcare charges on the claim form but the childcare is being met by a Local Authority/education early years. Childcare costs have been removed. Letter issued to the customer.

Top of page

Emergency Cases

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Top of page

Cost of Living Payment

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Top of page

Multi-agency

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XM01 - Request received from xxxxx dated (DD/MM/YY). Reply issued on xxxx	Self-explanatory.
XM02 - Complaint received from xxxxxx dated (DD/MM/YY). TC648 and request sent to xxxxxx	Self-explanatory.
XM03 - Witness Statement received (date) from (requestor), reply sent (date). GP7/2 (initials)	Self-explanatory.
XM04 - Query received from LA re Free School Meals - call made/letter sent to LA advising they must obtain this info from the DFE hub, or, if this is not possible to contact the Local Authority Helpline for the information needed	Self-explanatory.

Top of page

Re-issue notice

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XN01 - Copy notice requested. Deceased claim. MCT can issue notice dated DD/MM/YYYY [today’s date]	Self-explanatory.
XN02 - Copy notice requested for award period 06/04/YY - 05/04/YY. Cannot re-issue as address noted RLS	A request for a copy or duplicate notice has been received but can’t be actioned because the address is RLS and no new address has been found.
XN03 - Copy / duplicate of award / rejection / S17 / SOA / IDS [delete as required] notice issued on DD/MM/YYYY	Details which copy or duplicate notice has been issued.

Top of page

Preparing and sending documents for storage

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XP01 - Enquiry received relating to tax years (enter tax year) and (enter tax year). Sent to storage in year (enter latest tax year that enquiry relates to)	Explanation to confirm that correspondence received relates to multiple tax years. The enquiry has been stored under the latest tax year.

Top of page

COVID-19 issue

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Top of page

Restore

Restoring a terminated renewal claim. Deciding whether the customer has provided the required information within 30 days of the Statement of Account (SOA) or provided good cause for a late reply in order to restore their terminated claim.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XR01 - Claim restored	The claim has been restored. Payments will now restart on the 05/06 claim.
XR02 - TC829 issued for 04/05 declaration details	Form TC829 has been sent because the 04/05 details are needed to restore the claim. Unable to obtain the details over the phone. Forms also sent requesting the 04/05 income details.
XR03 - TC823A no good cause for late return of annual declaration	The customer hasn’t shown good cause for the late return of their Annual Declaration.
XR04 - Corre dated (DD/MM/YY) forwarded to (XXXXXX) to be actioned	Restore action not appropriate. The case has been forwarded to the correct area for their action.
XR05 - Compliance signal on claim, transferred to Renewals Related Compliance MU no further action taken	Self-explanatory.
XR06 - SCO signal on claim, transferred to Renewals Related Compliance MU no further action taken	The Special Compliance signal is present and the claim has been transferred.
XR07 - Inhibited signal on claim, transferred to Renewals Related Compliance MU no further action taken	The Inhibited signal is present and the claim has been transferred.
XR08 - Complex case signal set, case transferred to Complex Case team, no further action taken	Self-explanatory.
XR09 - Case terminated by Compliance. TC823 issued	Self-explanatory.
XR10 - Customer not responded to enquiry sent out, their letter sent to archives, no further action taken	Self-explanatory
XR11 - More information required for restore action, customer 1 or 2 or both not served, S17 re-issued	The Annual Declaration hasn’t been received by the customer and another one has been sent.
XR12 - Award for Tax Year 04/05 was system terminated at 1st specified date, new info received claim restored	Self-explanatory.
XR13 - Award for Tax Year 03/04 was system terminated at 1st specified date, referred to Cap Gemini to restore	The claim was terminated on the 1st Specified Date (1SD). The customer has now supplied the information, but the claim can’t be restored. Sent to CapGemini for their action.
XR14 - Award not renewal system terminated, incorrect referral, no further action	Self-explanatory.
XR15 - Customer gave reason for delay in replying, good cause accepted claim to be restored	Self-explanatory.
XR16 - Customer gave reason for delay in replying, good cause not accepted. TC823A issued	Self-explanatory.
XR17 - Claim restored. Good cause shown	The information has been provided within 30 days from the Statement of Account being sent out. Or the customer has provided good cause for the late reply of the Annual Declaration.
XR18 - Claim not restored. No good cause shown. TC823A issued	The information hasn’t been received within the correct time. No good cause has been shown for the late reply of the Annual Declaration. A form TC823A has been sent informing the customer that they must re-apply.
XR19 - Corre dated (DD/MM/YY) forwarded to (group number)	Self-explanatory.
XR20 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)	Self-explanatory.
XR21 - Award for Tax Year 05/06 was system terminated as 1st specified date, new info received claim restored	The claim was terminated on the 1st Specified Date (1SD). The customer has now provided the information but the claim can’t be restored. Sent to Capgemini for their action.

Top of page

Returned Letter Service / returned award notices

Deal with letters or award notices sent to customers but returned by the Post Office Returned Letter Service. This may be due to an incomplete address or the customer may no longer live at that address.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XS01 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. Duplicate/copy TC602 issued on (DD/MM/YY)	An Award Notice has been sent to the customer at a previous address. The address on the tax credits computer has been amended so that a duplicate copy of the Award Notice can be sent to the new address.
This Note no longer used from 12 February 2010 - XS02 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Spoke to (name) confirmed new address as (enter address). System updated	The Award Notice was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. A phone call has been made to the customer to confirm the new address. The tax credits computer has been amended with the new address.
XS03 - BACS payments suspended - address RLS [delete if not applicable] TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). UTC to customer. RLS marker set	The award Notice that was sent to customer has been returned. Unable to contact the customer to confirm the address. The RLS marker has been set on the tax credits computer to prevent any future correspondence from being sent to that address. BACS payments suspended.
XS04 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). RLS marker already set	An Award Notice was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The RLS marker has already been set.
XS05 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. S17 Not Served marker set. Copy TC603 sent to correct address	The Annual Declaration has been sent to the customer at a previous address. The new address has already been obtained and the tax credits computer amended. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address. BACS payments suspended.
XS06 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Spoke to (clmt name). Confirmed new address as (new address). System updated. S17 Not Served marker set. Sent to storage	The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The customer has been contacted and a new address obtained. The tax credits computer has been amended with the new address. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address.
XS07 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). UTC to (clmt name). RLS marker set & S17 Not Served marker set	The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. Unsuccessful phone calls have been made to the customer. The RLS marker has been set on the tax credits computer to prevent any future correspondence from being sent to the incorrect address. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address, when the tax credits computer has been amended and the RLS marker removed. BACS payments suspended.
XS08 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). RLS marker already set for (clmt name) & S17 Not Served marker set	The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The RLS marker has already been set. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address, when the tax credits computer has been amended and the RLS marker removed.
XS09 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). New address on system. TC601 re-issued (DD/MM/YY)	The tax credits decision notice has been returned because the address on the tax credits computer is incorrect. The customer has been contacted and has confirmed the new address. The tax credits computer has been amended with the new address and the decision notice has been sent again to the new address.
This Note no longer used from 12 February 2010 - XS10 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). Spoke to (clmt name) confirmed new address as (new address). System updated. TC601 re-issued (DD/MM/YY). Sent to storage	The tax credits decision notice has been returned because the address is incorrect. The customer has been contacted and has confirmed the correct address. The tax credits computer has been amended with the correct address and the decision notice has been sent again to the correct address.
XS11 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both)	The tax credits decision notice has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address.
XS12 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). RLS marker already set. No further action taken	Self-explanatory.
XS13 - (RLS Action taken) Awaiting further guidance	This note is when the action taken hasn’t amended the tax credits computer and an EARS has been raised.
XS14 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)	Self-explanatory.
XS15 - BACS payments suspended - address RLS [delete if not applicable ] TC610 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both). No further action taken	The tax credits notice to pay letter has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.
XS16 - TC610 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). New address updated on system. RLS marker removed. No further action taken	The tax credits notice to pay letter has been returned because the address is incorrect. The address has been updated and the RLS marker has been removed.
XS17 - TC610 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. RLS marker already removed. No further action taken	The tax credits notice to pay letter has been sent to the customer at a previous address. The new address has already been obtained and the tax credits computer amended. The RLS marker has already been removed.
XS18 - BACS payments suspended - address RLS [delete if not applicable] Healthy Start voucher returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both). No further action taken	Healthy Start voucher has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.
XS19 - Manual Corre issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. TC648 and corres sent to issuing office to re-issue the corres’	Manual Corre was sent to the customer and has been returned RLS. New address traced. The tax credits computer has been amended with the new address. A form TC648 has been sent to the issuing office for them to re-issue the correspondence.
XS20 - BACS payments suspended - address RLS [delete if not applicable] Manual Corre for (give reason for issuing) issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Unable to trace new address. RLS marker set. No further action taken	Manual Corre was sent to the customer and has been returned RLS. Unable to trace address. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.
XS21 - BACS payments suspended - address RLS [delete if not applicable] TC603 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). RLS marker already set. Award terminated No further action taken	Self-explanatory.
This Note no longer used from 12 February 2010 - XS22 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt names). Returned RLS from (address on corre.) TC648 sent to relevant person to record Annual Declaration ‘not served.’ Reason RLS	The Annual Declaration was sent to the customer. The RLS marker has already been set. Unable to access function manage Finalisation. TC648 sent to relevant team to mark the S17 as ‘Not Served’ RLS for the computer to produce another copy and send it to the correct address.
XS23 - Manual Corre issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. Corre has already been re-issued. No further action taken	Manual correspondence has been issued to the customer and has been returned RLS. A new address has been traced and updated on the tax credits computer. The RLS marker has been removed. The correspondence has already been re-issued to the new address. No further action taken.
XS24 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address found. S17 Not Served marker set to prompt issue of new TC603. CY terminated, copy SOA sent to new address / PY finalised, copy S18 notice sent to new address (delete as appropriate)	The Annual Declaration was sent to the customer and returned RLS. A new address has been found. The Annual Declaration has been recorded as not served to prompt the issue of a new Annual Declaration. If CY is terminated a copy statement of account will be sent to the new address. If PY is finalised a copy s18 notice will be sent to the new address. BACS payments suspended.
XS25 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address already on system. S17 Not Served marker sent to prompt issue of new TC603. CY terminated, copy SOA sent to new address / PY finalised, copy S18 notice sent to new address (delete as appropriate)	The Annual Declaration was sent to the customer and returned RLS. A new address has already been updated on the tax credits computer. The Annual Declaration has been marked as not served to prompt the issue of a new Annual Declaration. If CY is terminated a copy statement of account will be sent to the new address. If PY is finalised a copy s18 notice will be sent to the new address. BACS payments suspended.
XS26 - Healthy Start voucher returned RLS (DD/MM/YY) from (address on corre). New address already updated on system. No further action taken	A Healthy Start voucher has been returned because the address is RLS. A new address has already been updated on the tax credits computer. No further action taken.
XS27 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address found. TC648 sent to renewals requesting issue of manual S17 for the relevant tax years that require finalisation and renewal	Self-explanatory.
XS28 - (name of automated notice) sent (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. Duplicate / copy issued on (DD/MM/YY)	An automated notice has been sent to the customer and returned RLS. A new address has been traced and updated on the tax credits computer. A copy or duplicate notice has been sent to the customer.
XS29 - Household RLS work list Case new address traced and system amended’	Self-explanatory.
XS30 - BACS payments suspended - address RLS	Self-explanatory.
XS31 - Household RLS work list case - unable to obtain a new address	Self-explanatory.
XS32 - (Name of notice issued) sent dd/mm/yy for (tax year) sent to (clmnt name). Returned RLS from (address on corres). New address traced on unprocessed coc work list and updated on system. RLS marker removed. Duplicate/copy issued on dd/mm/yy	Self-explanatory.
XS33 - HH RLS work list case. New address traced on unprocessed coc work list and updated on the system. RLS marker removed	Self-explanatory.
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)	(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
XS42 - Residency Unit case Res letter sent dd/mm/yy. Sent to (clmts name) rtn RLS from (address on corres). Unable to trace new address. RLS marker set for (clmt1/clmt2/both). No further action taken.	A Residency Group letter has been rtn DLO / RLS. No new address has been traced. RLS marker has been set.
XS43 - IYF RLS case. Address no longer RLS. W/L item transferred to deletion MU for deletion/ no further action (delete as appropriate).	Address no longer RLS. Worklist item transferred to deletion MU for deletion.
XS44 - IYF RLS case. Address already updated. IYS17 notice already been issued to correct address.	The address change has been made before the issue of the IYS17 notice.
XS45 - IYF RLS case. Address obtained from ADD and system updated. RLS marker removed / W/L item transferred to deletion MU / no further action (delete as appropriate).	New address traced on ADD and system updated. Relevant action taken.
XS46 - IYF RLS case. IYS17 returned RLS. New address on system. IYS17 marked as not served to prompt issue of new IYS17 notice to new address.	IYS17 notice has been marked as not served as a new address has been found and a new IYS17 notice is required.
XS47 - IYF RLS case. No new address found. Manual issue date entered on system to allow claim to finalise on info held. W/L item transferred to deletion MU (if appropriate).	No new address has been found therefore IYS17 cannot be issued. Manual issue date entered as this will allow the system to finalise the claim on the information held.

XS49 - HH RLS Trial. SMS sent to prompt customer to update address in PTA or HMRC App. RLS marker not set otherwise PTA access is blocked. Bfd for 2 wks after when marker will be set if address not updated.	This case is part of a trial. An SMS (text message) has been sent to the customer, it will be one of two messages, either (HMRC: Please check your details are up to date. Log in or register for a Personal Tax Account (PTA) to check or update your address. Search -HMRC PTA- to find out how) or (HMRC: Your address details are incorrect. Please download and log into the HMRC App to update them.) Please advise customer to use their PTA or download the HMRC App. If customers wish to update their details over the phone, please allow and treat as per the business as usual process
XS50 - HH RLS Trial. Two weeks have passed since SMS to prompt customer to update address in PTA or using HMRC App. Customer has not updated address. RLS marker now set. Please follow BAU process.	This case was part of a trial. An SMS (text message) was sent to the customer. 2 weeks have passed and the customer has not updated their address. The RLS marker has been set to prevent mail going to the address on NTC as it is still incorrect. Please now treat this case as per the business as usual process.
XS51 - HH RLS Trial. Two weeks have passed since SMS to prompt customer to update address in PTA or using HMRC App. Customer has updated address. Please follow BAU process	This case was part of a trial. An SMS (text message) was sent to the customer. 2 weeks have passed and the customer has updated their address during this time. Please now treat this case as per the business as usual process
XS52 - RLS - First address trace attempt completed using ADD and Equifax, no new address found. Payment suspended. BF the claim for 85 days for second system trace	RLS - First address trace attempt completed using ADD and Equifax, no new address found. Payment suspended. BF the claim for 85 days for second system trace
XS53 - RLS - Second address trace attempt completed, no new address found on ADD and Equifax. Exhausted RLS process, customer not engaged with HMRC. Claim terminated under failed Residency	RLS - second address trace attempt completed, no new address found on ADD and Equifax. Exhausted RLS process, customer not engaged with HMRC. Claim terminated under failed Residency
XS54 - ALL recoverable debts remitted under Code 1 – gone away, however if the customer(s) return(s) to the UK debts will be recoverable	ALL recoverable debts remitted under Code 1 – gone away, however if the customer(s) return(s) to the UK debts will be recoverable
XS55 - RLS case. Ap1/2 (delete as appropriate) address RLS. Unsuccessful telephone call (delete as appropriate). Payments suspended. TC664 issued re possible HHBD & Ap1/2 address BF xx/xx/xx	RLS case. Ap1/2 (delete as appropriate) address RLS. Unsuccessful telephone call (delete as appropriate). Payments suspended. TC664 issued re possible HHBD & Ap1/2 address BF xx/xx/xx
XS56 - RLS case. RLS marker not set. Worklist entry transferred for deletion. Unable to remove payment suspension marker as set for other reason.	RLS case. RLS marker not set. Worklist entry transferred for deletion. Unable to remove payment suspension marker as set for other reason.
XS57 - RLS case. New address updated on the system. RLS marker removed (delete as appropriate). Unable to remove payment suspension marker as set for other reason	RLS case. New address updated on the system. RLS marker removed (delete as appropriate). Unable to remove payment suspension marker as set for other reason
XS58 - RLS case. Address traced and updated on NTC for Ap1/Ap2 (delete as appropriate). RLS marker removed and TC610 manually issued to Ap1/Ap2 (delete as appropriate)	RLS case. Address traced and updated on NTC for Ap1/Ap2 (delete as appropriate). RLS marker removed and TC610 manually issued to Ap1/Ap2 (delete as appropriate)
XS59 - RLS case. Address traced and updated on NTC for Ap1/2 (delete as appropriate). RLS marker and payment suspension marker removed.	RLS case. Address traced and updated on NTC for Ap1/2 (delete as appropriate). RLS marker and payment suspension marker removed.
XS60 - RLS case. Second address trace attempt completed, no new address found on ADD and Equifax. Exhausted RLS process, customer not engaged with HMRC. Claim on BF until 08/08/YY for system renewals termination; worklist item transferred to MU249904	RLS case. Second address trace attempt completed, no new address found on ADD and Equifax. Exhausted RLS process, customer not engaged with HMRC. Claim on BF until 08/08/YY for system renewals termination; worklist item transferred to MU249904
XS61 - RLS case. New address updated on the system. Payment suspension removed (delete as appropriate) RLS marker removed (delete as appropriate)	RLS case. New address updated on the system. Payment suspension removed (delete as appropriate) RLS marker removed (delete as appropriate)
XS62 - RLS case. RLS marker not set. Payment suspension marker removed. Worklist entry transferred to MU249913 for deletion	RLS case. RLS marker not set. Payment suspension marker removed. Worklist entry transferred to MU249913 for deletion
XS63 - RLS case. Address traced on ADD for Ap1/Ap2 (delete as appropriate). Updated on NTC. Payment suspension removed (delete as appropriate) RLS marker removed (delete as appropriate)	RLS case. Address traced on ADD for Ap1/Ap2 (delete as appropriate). Updated on NTC. Payment suspension removed (delete as appropriate) RLS marker removed (delete as appropriate)
XS64 - RLS case. Telephone call to customer, correct address obtained for partner. Address updated on NTC for Ap1/2 (delete as appropriate). RLS marker and payment suspension marker removed.	RLS case. Telephone call to customer, correct address obtained for partner. Address updated on NTC for Ap1/2 (delete as appropriate). RLS marker and payment suspension marker removed.
XS65 - RLS case. Telephone call to customer, correct address obtained for partner, updated on NTC for Ap1/2 (delete as appropriate). RLS marker removed. Unable to remove payment suspension marker as set for other reason.	RLS case. Telephone call to customer, correct address obtained for partner, updated on NTC for Ap1/2 (delete as appropriate). RLS marker removed. Unable to remove payment suspension marker as set for other reason.
XS66 - (name of notice) (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address updated on system. Pymt suspension no longer set. (Duplicate/copy) of (name of notice) issued	(name of notice) (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address updated on system. Pymt suspension no longer set. (Duplicate/copy) of (name of notice) issued
XS67 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address updated. S17 Not Served marker set. Copy of TC603 issued.	TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address updated. S17 Not Served marker set. Copy of TC603 issued.
XS68 - RLS - Second address trace attempt completed, no new address found on ADD and Equifax. Exhausted RLS process, customer not engaged with HMRC. BF 31/05/23	RLS - Second address trace attempt completed, no new address found on ADD and Equifax. Exhausted RLS process, customer not engaged with HMRC. BF 31/05/23
XS69 - RLS Case. TC2254 issued re Appointee's current address. BF DD/MM/YY	RLS Case. TC2254 Issued re Appointee's current address. BF DD/MM/YY
XS70 - RLS Case. TC2254 received from customer confirming Appointee's new address. NTC updated and TC1028 issued.	RLS Case. TC2254 received from customer confirming Appointee's new address. NTC updated and TC1028 issued.
XS71 - RLS Case. TC2254 issued re Appointee's current address, no response from customer. Appointee removed from claim and TC2255 issued.	RLS Case. TC2254 issued re Appointee's current address, no response from customer. Appointee removed from claim and TC2255 issued.
XS72 -
XS73 -
XS74 -
XS75 - TC1180a issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address (*already updated / traced on ADD and updated on system). Payment suspension removed (delete as appropriate). RLS marker removed (delete as appropriate)	TC1180a issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address (*already updated / traced on ADD and updated on system). Payment suspension removed (delete as appropriate). RLS marker removed (delete as appropriate)
XS76 - TC1180a issued dd/mm/yy for (tax year) sent to (clmt name). Returned RLS. Withdrawal marker removed	TC1180a issued dd/mm/yy for (tax year) sent to (clmt name). Returned RLS. Withdrawal marker removed
XS77 - TC1180a issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Unable to trace new address. Payment suspension (already set / set) delete as appropriate. RLS marker (already set / set) delete as appropriate	TC1180a issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Unable to trace new address. Payment suspension (already set / set) delete as appropriate. RLS marker (already set / set) delete as appropriate

Top of page

Welsh Language Unit translations

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XT01 - Correspondence sent to the Welsh Language Unit for translation. BF DD/MM/YY. Group/Team/Initials	Self-explanatory.

Top of page

Unsigned award notices

Refer cases for restore if good cause is established.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XU01 - Unsigned Termination, casepapers recalled	The award has been terminated because no Award Notice has been logged on the tax credits computer as signed. The casepapers have been recalled to see if the Award Notice was received.
XU02 - Award notice issued (DD/MM/YY) logged on as returned, good cause accepted, case referred to bhd fylde to restore	The Award Notice has been logged on the tax credits computer and the case has been forwarded for restore action.
XU03 - Award notice not in casepapers, case stockpiled vantive 3251864	There is no Award Notice in the case papers, so the case has been stockpiled to await a process update.
XU04 - Award notice not in casepapers, TC664 issued, asked to return award notice and good cause	There is no Award Notice in the case papers. The customer has been told to return the Award Notice with the reason for the delay.
XU05 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)	Self-explanatory.

Top of page

Tax Credits Quality Assurance Team

The Tax Credits Quality Assurance Team is responsible for checking a statistically valid sample of tax credits cases to provide the Senior Management Team with answers and statistics on tax credits accuracy.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XV01 - QA Team accuracy check. Letter sent re (reason). For QA Team action only. TCO Clusters to telephone for further instructions	The purpose of this message is so that Contact Centres don’t take any action on the claim if they receive a phone call from the customer. Instead, they must obtain the contact details from the customer and send these to the QA Team using the applicable stencil. TCO staff contact the QA Team for further instructions before making any changes to the claim. The letter sent to the customer could relate to any discrepancy on the claim.
XV02 - QA Team accuracy check. QA Team accuracy correction: (Reason)	Informs staff that the QA Team has corrected an error that has been identified on the customer’s claim. The QA Team will have written to the customer to explain what action has been taken and why.
XV03 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)	Self-explanatory.

Top of page

Invite a fresh claim

Telling the customer to contact the tax credits helpline to make a new claim.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
XW01 - Customer told to contact the tax credits helpline to make a new claim	Self-explanatory
XW02 - TC27 issued stating tax credits unavailable but can claim for UC	Self-explanatory

Top of page

Log award notice

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Message	Explanation
This Note no longer used from 6 April 2011 - XX01 - Award Notice rec’d already logged. Sent to storage	The award notice has already been logged and sent to storage.
This Note no longer used from 6 April 2011 - XX02 - Award Notice rec’d already logged, SENT TO COC	The award notice has already been logged and sent to the Change of Circs Team.
This Note no longer used from 6 April 2011 - XX03 - Award Notice rec’d passed to TM to consider good cause	Self-explanatory.
This Note no longer used from 6 April 2011 - XX04 - Award Notice Logged (DD-MM-YYYY)	The award notice has already been logged on the date shown.
This Note no longer used from 6 April 2011 - XX05 - Award Notice Logged (DD-MM-YYYY), SENT TO COC	The award notice has already been logged on the date shown and has been sent to the Change of Circs Team.
This Note no longer used from 6 April 2011 - XX06 - Award Notice rec’d outside 30 days	The award notice has been received outside 30 days and the claim has been terminated.
This Note no longer used from 6 April 2011 - XX07 - Award Notice rec’d outside 30 days, SENT TO COC	The award notice has been received outside 30 days and the claim has been terminated. It has been sent to the Change of Circs Team.
This Note no longer used from 6 April 2011 - XX08 - Award Notice rec’d unsigned. Returned to AP1 / AP2 with TC618. Reminder cycle extended to DD/MM/YYYY	Self-explanatory.
This Note no longer used from 6 April 2011 - XX09 - Award Notice rec’d unsigned. No dispute, sent to storage	Self-explanatory.
XX10 - cust does not have an acceptable bank account, told to phone back when they can provide details. Payments suspended and referral sent to TCO BLS team.	The customer does not have an acceptable bank account, told to phone back when they can provide details. Payments suspended and referral sent to TCO BLS team.

Top of page

Covid-19 issue (continued)

Please ensure that the relevant standardised reference shown below is added to the end of the message.

CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
Compliance - ‘CxHx/PID/telephone number’

Top of page

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Top of page

Tax Credits Manual

TCM0176020 - Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Standardised reference

HRR - At First Contact

Child Trust Fund

Breathing Space

Domestic violence cases

GDPR

Income, childcare, employment and benefit queries

NIRS Credits misdirection cases

Digital Services

Fraud and Error assessment system tool

Emergency Cases

Cost of Living Payment

Multi-agency

Re-issue notice

Preparing and sending documents for storage

COVID-19 issue

Restore

Returned Letter Service / returned award notices

Welsh Language Unit translations

Unsigned award notices

Tax Credits Quality Assurance Team

Invite a fresh claim

Log award notice

Covid-19 issue (continued)

Is this page useful?

Help us improve GOV.UK

Help us improve GOV.UK

Message	Explanation
XL01 - Customer has been informed via mailshot that they may be eligible for the Cost of Living Support Scheme	Customer has been informed via mailshot that they may be eligible for the Cost of Living Support Scheme
XL02 - Cost of Living Support Scheme:Payment of £326 will be issued to customer by DWP. Letter issued to customer by DWP to confirm	Cost of Living Support Scheme:Payment of £326 will be issued to customer by DWP. Letter issued to customer by DWP to confirm
XL03 - Cost of Living Support Scheme:Payment of £326 issued to customer by HMRC. Letter issued to customer by HMRC to confirm	Cost of Living Support Scheme:Payment of £326 issued to customer by HMRC. Letter issued to customer by HMRC to confirm
XL04 - COLS Payment failed: Follow correct process to reissue payment to customer	COLS Payment failed: Follow correct process to reissue payment to customer
XL05a - COLS: manual payment 1 approved	COLS: Manual payment 1 approved
XL05b - COLS: manual payment 2 approved	COLS: Manual payment 2 approved
XL06 - COLS Eligibility Query: Customer has been informed they are not eligible	COLS Eligibility Query: Customer has been informed they are not eligible
XL07a - COLS Eligibility Query: Confirmed customer may be eligible. Customer missed from scan. Eform sent. 10 working day timescale given	COLS Eligibility Query: Confirmed customer may be eligible. Customer missed from scan. Eform sent. 10 working day timescale given
XL07b - COLS Eligibility Query: Confirmed customer may be eligible. Customer missed from scan. Eform sent. 10 working day timescale given	COLS Eligibility Query: Confirmed customer may be eligible. Customer missed from scan. Eform sent. 10 working day timescale given
XL08 - COLS Payment: Manual payment request submitted for processing	COLS Payment: Manual payment request submitted for processing
XL08b - COLS Payment 2: Manual payment request submitted for processing	COLS Payment 2: Manual payment request submitted for processing
XL09 - COLS Payment Query: Customer called to voluntarily repay the payment. Advised customer that payment has failed and there is nothing to repay	COLS Payment Query: Customer called to voluntarily repay the payment. Advised customer that payment has failed and there is nothing to repay
XL10 - COLS Payment Query: Customer called to voluntarily repay payment. Customer may have received the payment twice. Referral sent for investigation	COLS Payment Query: Customer called to voluntarily repay payment. Customer may have received the payment twice. Referral sent for investigation
XL11 - COLS Payment Query: Customer called to voluntarily repay payment. Advised customer they were entitled to the payment according to information we hold on our systems and they do not need to repay	COLS Payment Query: Customer called to voluntarily repay payment. Advised customer they were entitled to the payment according to information we hold on our systems and they do not need to repay.
XL12 - COLS Payment Query: Customer called to voluntarily repay payment. Advised customer they were entitled to the payment based on the information we hold on our systems. Customer insists on repaying money. TCCOL3 issued	COLS Payment Query: Customer called to voluntarily repay payment. Advised customer they were entitled to the payment based on the information we hold on our systems. Customer insists on repaying money. TCCOL3 issued
XL13 - COLS Payment Query: Customer called to report missing payment, referred to Bank Liaison to investigate 10 working days timescale given	COLS Payment Query: Customer called to report missing payment, referred to Bank Liaison to investigate 10 working days timescale given
XL14 - Cost of Living Support Scheme: PXP5 case. Customer has been excluded from automated payment run and is not eligible for payment.	Cost of Living Support Scheme: PXP5 case. Customer has been excluded from automated payment run and is not eligible for payment.
XL15 - Cost of Living Support Scheme: Manual eligibility check completed and customer identified as not eligible and excluded from automated payment run	Cost of Living Support Scheme: Manual eligibility check completed and customer identified as not eligible and excluded from automated payment run
XL16 - Cost of Living Support Scheme: Manual eligibility check completed and customer identified as eligible and force included in automated payment run	Cost of Living Support Scheme: Manual eligibility check completed and customer identified as eligible and force included in automated payment run
XL17 - Cost of Living Support Scheme: Deceased customer. Customer has been excluded from automated payment run and will require a manual check	Cost of Living Support Scheme: Deceased customer. Customer has been excluded from automated payment run and will require a manual check
XL18 - Cost of Living Support Scheme: NONO customer. Customer has been excluded from automated payment run and will require a manual check	Cost of Living Support Scheme: NONO customer. Customer has been excluded from automated payment run and will require a manual check
XL19 - Cost of Living Support Scheme: No bank details customer. Customer has been excluded from automated payment run and will require a manual check	Cost of Living Support Scheme: No bank details customer. Customer has been excluded from automated payment run and will require a manual check
XL20a Cost of Living Support Scheme: Customer informed they have received both COLS payments and is happy with explanation provided, advised a letter will confirm they are not required to repay O/P and advised ignore standard COLS letter 7260309'- if contact was successful	Cost of Living Support Scheme: Customer informed they have received both COLS payments and is happy with explanation provided, advised a letter will confirm they are not required to repay O/P and advised ignore standard COLS letter 7260309'- if contact was successful
XL21 - Cost of Living Support Scheme: Deceased customer, joint claim, payment will be reissued to the surviving partner	Cost of Living Support Scheme: Deceased customer, joint claim, payment will be reissued to the surviving partner
XL22a - Cost of Living Support Scheme: Payment 1 - Partial payment failed: Follow process to collect bank details and refer to OPG (Operational Readiness Team)	Cost of Living Support Scheme: Payment 1 Partial payment failed: Follow process to collect bank details and refer to OPG (Operational Readiness Team)
XL22b - Cost of Living Support Scheme: Payment 2 - Partial payment failed: Follow process to collect bank details and refer to OPG (Operational Readiness Team)	Cost of Living Support Scheme: Payment 2 - Partial payment failed: Follow process to collect bank details and refer to OPG (Operational Readiness Team)
XL23a - Cost of Living Support Scheme - XL02/XL03 note manually deleted on (date deleted) and Re-instated automatically as per HMRC request	Cost of Living - XL02/XL03 note manually deleted on (date deleted) and Re-instated automatically as per HMRC request
XL23B - Cost of Living Support Scheme - XL02/XL03 note manually deleted on (date deleted) and Re-instated automatically as per HMRC request	XL02/XL03 note manually deleted on (date deleted) and Re-instated automatically as per HMRC request
XL24 - HMRC has confirmed with DWP that they have not paid COLP (1,2,C,D, and/or or E) and HMRC can make this/these payments. PID' (amended as appropriate)	HMRC has confirmed with DWP that they have not paid COLP (1,2,C,D, and/or or E) and HMRC can make this/these payments. PID' (amended as appropriate)
XL25 - Cost of Living Support Scheme: Payments for HH suspended. Customer has been excluded from automated payment run and will require a manual check.	XL25: Cost of Living Support Scheme: Payments for HH suspended. Customer has been excluded from automated payment run and will require a manual check.
XL26	not yet used
XL27	not yet used
XL28 - Cost of Living Support Scheme: Payment of £324 issued to customer by HMRC. Letter issued to customer by HMRC to confirm	Cost of Living Support Scheme: Payment of £324 issued to customer by HMRC. Letter issued to customer by HMRC to confirm
XL29 - Cost of living support scheme: Voluntary repayment of (insert amount) received on (insert date)	Cost of living support scheme: Voluntary repayment of (insert amount) received on (insert date)
XL30	not yet used
XL31 - Cost of Living Scheme: Customer complaint raised re cost of living payment via eform to complaints	Cost of Living Scheme: Customer complaint raised re cost of living payment via eform to complaints
XL32 - Cost of Living Support Scheme: Customer is entitled to payment. Letter issued advising customer to call in with bank details. Follow process to issue a manual payment	Cost of Living Support Scheme: Customer is entitled to payment. Letter issued advising customer to call in with bank details. Follow process to issue a manual payment
XL33 - Cost of Living Scheme: Customer complaint re cost of living payment. Customer insistent on speaking to manager. Call back request sent to manager for contact within 2 working days	Cost of Living Scheme: Customer complaint re cost of living payment. Customer insistent on speaking to manager. Call back request sent to manager for contact within 2 working days
XL34 - Cost of Living Support Scheme: Manual eligibility check completed and NONO customer identified as eligible. Follow correct process to determine if manual payment is required	Cost of Living Support Scheme: Manual eligibility check completed and NONO customer identified as eligible. Follow correct process to determine if manual payment is required
XL35 - Cost of Living Support Scheme: Deceased customer is entitled to payment. Letter issued to request documentary evidence for personal representative, or executor status.	Cost of Living Support Scheme: Deceased customer is entitled to payment. Letter issued to request documentary evidence for personal representative, or executor status.
XL36 - XL36 - Cost of Living Support Scheme: Customer reports missing pymt. Adv to check with bank - date of XL03/XL08 given. If still missing cust adv to send in bank statements. If bank statements received, please send to inbox - TCO, BLS (B&C TCO)	XL36 - Cost of Living Support Scheme: Customer reports missing pymt. Adv to check with bank - date of XL03/XL08 given. If still missing cust adv to send in bank statements. If bank statements received, please send to inbox - TCO, BLS (B&C TCO)
XL37 - Cost of Living Support Scheme: Bank Liaison Team investigation complete. Payment has been made to valid account associated with customer. Account details (NAME OF BANK) account ending XXXX	Cost of Living Support Scheme: Bank Liaison Team investigation complete. Payment has been made to valid account associated with customer. Account details (NAME OF BANK) account ending XXXX
XL38 - Cost of Living Support Scheme: Bank Liaison Team investigation complete. Customer will need to provide evidence (original bank statements) of missing payment. When bank statements received, please send to inbox - TCO, BLS (B&C TCO)	Cost of Living Support Scheme: Bank Liaison Team investigation complete. Customer will need to provide evidence (original bank statements) of missing payment. When bank statements received, please send to inbox - TCO, BLS (B&C TCO)
XL39 - Cost of Living Support Scheme: Bank Liaison Team have reviewed customers bank statement. Recorded payment as missing. Please obtain correct bank details and issue a manual payment	Cost of Living Support Scheme: Bank Liaison Team have reviewed customers bank statement. Recorded payment as missing. Please obtain correct bank details and issue a manual payment
XL40 - Cost of Living Support Scheme: Bank Liaison Team have reviewed customers bank statement. Payment was shown as received on XX/XX/XXXX. Customer should speak to bank	Cost of Living Support Scheme: Bank Liaison Team have reviewed customers bank statement. Payment was shown as received on XX/XX/XXXX. Customer should speak to bank
XL41 - Cost of Living Support Scheme: Bank Liaison rec. evidence deemed insufficient to confirm payment has not been received. (REASON: give reason)	Cost of Living Support Scheme: Bank Liaison rec. evidence deemed insufficient to confirm payment has not been received. (REASON: give reason)
XL42 - Cost of Living Support Scheme: Bank Liaison Team have reviewed referral. Customer’s payment has failed and referral should not have been sent. Correct bank details should be obtained and payment should be reissued	Cost of Living Support Scheme: Bank Liaison Team have reviewed referral. Customer’s payment has failed and referral should not have been sent. Correct bank details should be obtained and payment should be reissued
XL43 - Cost of Living Support Scheme: Deceased customer is entitled to payment. Reminder letter issued to request documentary evidence for legal representative or executor.	Cost of Living Support Scheme: Deceased customer is entitled to payment. Reminder letter issued to request documentary evidence for legal representative or executor.
XL44 - Cost of Living Support Scheme: Deceased customer. Manual check completed. Case not eligible for payment. Do not issue manual payment	Cost of Living Support Scheme: Deceased customer. Manual check completed. Case not eligible for payment. Do not issue manual payment
XL45 - Cost of Living Support Scheme: Manual payment unable to be processed, duplicate NINO. Eform sent to investigate. 10 working day timescale given	Cost of Living Support Scheme: Manual payment unable to be processed, duplicate NINO. Eform sent to investigate. 10 working day timescale given
XL46 - Cost of Living Support Scheme: Deceased customer single claim. Case BF awaiting further guidance. Do not issue manual payment	Cost of Living Support Scheme: Deceased customer single claim. Case BF awaiting further guidance. Do not issue manual payment
XL47 - Cost of Living Support Scheme: Manual payment request rejected at FLM checking stage. Advisor asked to re raise	Cost of Living Support Scheme: Manual payment request rejected at FLM checking stage. Advisor asked to re raise
XL48 - Cost of Living Support Scheme: No bank details customer. Manual check completed. Case not eligible for payment. Do not issue manual payment	Cost of Living Support Scheme: No bank details customer. Manual check completed. Case not eligible for payment. Do not issue manual payment
XL49 - Cost of Living Support Scheme: Deceased customer. Manual check completed. Case eligible for payment. Payment to be issued when PR documents received	Cost of Living Support Scheme: Deceased customer. Manual check completed. Case eligible for payment. Payment to be issued when PR documents received
XL50 - Cost of Living Support Scheme: Deceased customer, Documentary evidence supplied by legal representative or executor checked and accepted. NTC records updated.	Cost of Living Support Scheme: Deceased customer, Documentary evidence supplied by legal representative or executor checked and accepted. NTC records updated.
XL52 - Cost of Living Support Scheme: Deceased customer, Documentary evidence supplied by legal representative or executor checked and not accepted. Letter issued to request correct documentation.	Cost of Living Support Scheme: Deceased customer, Documentary evidence supplied by legal representative or executor checked and not accepted. Letter issued to request correct documentation.
XL53 - Cost of Living Support Scheme: Deceased customer, no trace of personal representative or executor.	Cost of Living Support Scheme: Deceased customer, no trace of personal representative or executor.
XL54	not yet used
XL55 - Cost of Living Support Scheme:Recovery Letter Issued (insert date) to Single Applicant: Cost of Living Support Payment(s) of £(amount) to be recovered . Customer not entitled to Cost of Living Payment(s)	Cost of Living Support Scheme:Recovery Letter Issued (insert date) to Single Applicant: Cost of Living Support Payment(s) of £(amount) to be recovered . Customer not entitled to Cost of Living Payment(s)
XL56 - Cost of Living Support Scheme: Recovery Letters Issued (insert date) to Joint Applicants AP1 & AP2 Cost of Living Support Payment(s) £(amount) to be recovered . Customer not entitled to Cost of Living Payment(s)	Cost of Living Support Scheme: Recovery Letters Issued (insert date) to Joint Applicants AP1 & AP2 Cost of Living Support Payment(s) £(amount) to be recovered . Customer not entitled to Cost of Living Payment(s)
XL57 - Cost of Living Support Scheme: Error - formal recovery letter issued (insert date): Cost of Living Support Payment(s) of £(amount) to be recovered . Customer not entitled to Cost of Living Payment.	Cost of Living Support Scheme: Error - formal recovery letter issued (insert date): Cost of Living Support Payment(s) of £(amount) to be recovered . Customer not entitled to Cost of Living Payment.
XL58 - Cost of Living Support Scheme: Error - formal recovery letter issued to joint applicants (insert date): Cost of Living Support Payment(s) of £(amount) to be recovered . Customer not entitled to Cost of Living Payment.	Cost of Living Support Scheme: Error - formal recovery letter issued to joint applicants (insert date): Cost of Living Support Payment(s) of £(amount) to be recovered . Customer not entitled to Cost of Living Payment.
XL59	not yet used
XL60a - Invalid COLS payment due to PXP5 error LTCL entry moved to MU3 by Capgemini. Contact the Operational Readiness Team inbox (B&C) for any questions relating to CoLS by this customer.	Invalid COLS payment due to PXP5 error LTCL entry moved to MU3 by Capgemini. Contact the Operational Readiness Team inbox (B&C) for any questions relating to CoLS by this customer.
XL61 - Duplicate Payment identified. Error approach applicable. Customer asked to voluntary repay, letter issued on xx/xx/xxxx to repay £x.xx. If cust contacts, please advise customer they must repay using the details provided in their letter.	Duplicate Payment identified. Error approach applicable. Customer asked to voluntary repay, letter issued on xx/xx/xxxx to repay £x.xx. If cust contacts, please advise customer they must repay using the details provided in their letter.
XL65 - COLS Eligibility Query: Confirmed customer may be eligible. Customer missed from scan. Urgent payment requested. Eform sent. 10 working days timescale given.	XL65 - COLS Eligibility Query: Confirmed customer may be eligible. Customer missed from scan. Urgent payment requested. Eform sent. 10 working days timescale given.
XL66 - Customer has been paid their Cost of Living payment via an urgent payment. Please refer to Operational Readiness Team with any queries. Do not just approve the DCT.	XL66 - Customer has been paid their Cost of Living payment via an urgent payment. Please refer to Operational Readiness Team with any queries. Do not just approve the DCT.
XL67 - DWP Duplicate Payment identified. Error approach applicable. Customer asked to voluntary repay, letter issued on dd/mm/yyyy to repay £x.xx. If cust contacts, please advise customer they must repay using the details provided in their letter.	XL67 - DWP Duplicate Payment identified. Error approach applicable. Customer asked to voluntary repay, letter issued on dd/mm/yyyy to repay £x.xx. If cust contacts, please advise customer they must repay using the details provided in their letter.

Message	Explanation
XY01 - Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer not happy with explanation. Customer will submit a Mandatory Reconsideration	Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer not happy with explanation. Customer will submit a Mandatory Reconsideration
XY02 - Customer called, provided PY actual income figures of £xx.xx. Not updated on NTC due to UG05 household note	Customer called, provided PY actual income figures of £xx.xx. Not updated on NTC due to UG05 household note
XY03 - Customer called to finalise PY but didn’t have actual income, advised to call back by 28/02/22	Customer called to finalise PY but didn’t have actual income, advised to call back by 28/02/22
XY04 - Customer called, provided PY actual income figures of £xx.xx. (*Change of Circs details). NTC updated. Extended 2SD due to Covid	Customer called, provided PY actual income figures of £xx.xx. (*Change of Circs details). NTC updated. Extended 2SD due to Covid
XY05 - Customer called to update PY income. NTC already updated. Ex partner will need to call with PY income before 2nd SD. Extended 2SD due to Covid	Customer called to update PY income. NTC already updated. Ex partner will need to call with PY income before 2nd SD. Extended 2SD due to Covid
XY06 - Customer called unable to provide all income for PY. Customer needs to call back before 2 SD. Extended 2SD due to Covid	Customer called unable to provide all income for PY. Customer needs to call back before 2nd SD. Extended 2SD due to Covid
XY07 - Customer called, advised ex-partner needs to call with actual income before 2SD.Extended 2SD due to Covid	Customer called, advised ex-partner needs to call with actual income before 2SD.Extended 2SD due to Covid
XY08 - Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid	Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid
XY09 - Customer called, provided PY actual income figures of £xx.xx, *no ‘other inc’/other inc’. NTC updated for both customers. Partners income £xx.xx from NX35 note. Extended 2SD due to Covid	Customer called, provided PY actual income figures of £xx.xx, *no ‘other inc’/other inc’. NTC updated for both customers. Partners income £xx.xx from NX35 note. Extended 2SD due to Covid
XY10 - Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer happy with explanation	Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer happy with explanation
XY11 - Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid	Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid
XY12 - Customer called provided PY actual income figures of £xx.xx. Advised customer to call number on the letter they have received	Customer called provided PY actual income figures of £xx.xx. Advised customer to call number on the letter they have received
XY13 - Customer called provided PY actual income figures of £xx.xx. Not updated as PY award already finalised. Customer advised to submit a Mandatory Reconsideration (delete if not appropriate)	Customer called provided PY actual income figures of £xx.xx. Not updated as PY award already finalised. Customer advised to submit a Mandatory Reconsideration (delete if not appropriate)
XY14 - Customer called provided PY actual income figures of £xx.xx. Referral sent to OPG.	Customer called provided PY actual income figures of £xx.xx. Referral sent to OPG.
XY15 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased cust was incorrectly paid the £500 WHOOP in April 21, decision made to not recover the £500.	COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased cust was incorrectly paid the £500 WHOOP in April 21, decision made to not recover the £500.
XY16 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Complex cust was incorrectly paid the £500 WHOOP in April 21, decision made to not recover the £500.	COVID-19 Support Scheme: Working Households Receiving Tax Credits: Complex cust was incorrectly paid the £500 WHOOP in April 21, decision made to not recover the £500.
XY17 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Complex Customer not eligible for WTC OOP in April. Customer eligible following finalisation. Statutory notice of income tax assessment (offset) letter via SEES. Customer does not need to take any further action.	COVID-19 Support Scheme: Working Households Receiving Tax Credits: Complex Customer not eligible for WTC OOP in April. Customer eligible following finalisation. Statutory notice of income tax assessment (offset) letter via SEES. Customer does not need to take any further action.
XY18 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Phase 1 customer time to pay expired 05/04/22 no longer entitled to £500 payment. Do not reissue this payment.	COVID-19 Support Scheme: Working Households Receiving Tax Credits: Phase 1 customer time to pay expired 05/04/22 no longer entitled to £500 payment. Do not reissue this payment.
XY19 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: phase 1 customer, powers to pay expired on 05/04/22. Do not issue £500 payment.	COVID-19 Support Scheme: Working Households Receiving Tax Credits: phase 1 customer, powers to pay expired on 05/04/22. Do not issue £500 payment.
XY20 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: three calls to customer attempted following referral and unsuccessful. If customer calls back please raise a new referral.	COVID-19 Support scheme: Working Households Receiving Tax Credits: three calls to customer attempted following referral and unsuccessful. If customer calls back please raise a new referral.
XY21 - customer called, provided PY actual income figures of £XX.XX. Not updated due to UG05 household note	Customer called, provided PY actual income figures of £XX.XX. Not updated due to UG05 household note
XY22 - customer called to provide revised PY income figure of £xx.xx. Not updated as PY is already finalised and S19 already considered. Customer advised to submit a Mandatory Reconsideration	Customer called to provide revised PY income figure of £xx.xx. Not updated as PY is already finalised and S19 already considered. Customer advised to submit a Mandatory Reconsideration
XY23 – customer called to provide revised PY income figure of £xx.xx. Not updated due to HHBD. Customer advised to submit a Mandatory Reconsideration	Customer called to provide revised PY income figure of £xx.xx. Not updated due to HHBD. Customer advised to submit a Mandatory Reconsideration
XY24 - customer called, provided revised income figures for PY, figures accepted and NTC updated with new figure £XX.XX	Customer called, provided revised income figures for PY, figures accepted and NTC updated with new figure £XX.XX
XY25 - customer called to re-finalise their income figures but did not have the relevant figures. Customer to call back	Customer called to re-finalise their income figures but did not have the relevant figures. Customer to call back
XY26 - customer called to provide revised PY income figure of £xx.xx. Change not accepted. *delete as appropriate. Customer happy with explanation. / Customer not happy with explanation, advised to submit a Mandatory Reconsideration)	Customer called to provide revised PY income figure of £xx.xx. Change not accepted. *delete as appropriate. Customer happy with explanation. / Customer not happy with explanation, advised to submit a Mandatory Reconsideration)

Cookies on GOV.UK

TCM0176020 - Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous

Is this page useful?

Help us improve GOV.UK

Help us improve GOV.UK