TCM0186120 - Notices - work lists: Household RLS work list

Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
  • you are in the correct MU. Use TCM0322460 for the correct MU number.

Guidance

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

Step 1

Access the ‘Household RLS’ work list and select MU 249906. For how to do this, use TCM1000004

  • select entries that have a creation date of 06/09/2010 or later and have no action date against the entry. For how to do this, use TCM1000208
  • go to Step 2.

Step 2

Check whether you are dealing with a case that has been selected for In Year Finalisation. For how to do this, use TCM1000603.

If you are dealing with a case that has been selected for In Year Finalisation

  • follow the guidance in TCM0343020
  • take no further action.

If you are not dealing with a case that has been selected for In Year Finalisation, go to Step 3.

Step 3

Check the claim to see when the award ended. For how to do this, use TCM1000323

  • make a note of the date the award ended

Check to see if there is any overpayment outstanding on NTC. For how to do this, use TCM1000056.

If there is no overpayment outstanding and the claim ceased over 2 years ago from today’s date

  • transfer the case to MU 249913. For how to do this, use TCM1000023
  • take no further action.

If the claim is still within 2 years of today’s date or there is an overpayment outstanding, go to Step 4.

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Step 4

Check the customer’s address using the Access to DWP Data (ADD) system. Follow the guidance in ADDM212 and ADDM215 in the Access to DWP Data System manual.

Note: If ADD is unavailable, check using the Taxpayer Business Service (TBS).

If the address held on ADD is the same and the claim is a joint claim, go to Step 5.

If the address held on ADD is the same and the claim is from a single customer, go to Step 5.

If the address held on ADD is the same but contains more details, for example a house or flat number, go to Step 6.

If the address held on ADD is not the same and it is more recent than the address we hold, go to Step 6.

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Step 5

Access the ‘Unprocessed Change of Circs’ work list to check whether a change of address has been notified but not yet applied on the tax credits computer. For how to do this, use TCM1000004.

If the address has been notified but not yet applied on the tax credits computer

  • make a note of the address details
  • go to Step 6.

If the address has not been notified, go to Step 7.

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Step 6

Record the new address on the tax credits computer and remove the ‘RLS’ signal. For how to do this, use TCM1000429

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Step 7

Check whether the payment method is by BACS. For how to do this, use TCM1000434.

If the payment method is by BACS, go to Step 8.

If the payment method is not by BACS, go to Step 9.

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Step 8

Suspend the payments using reason ‘Manual payment request’. Follow the guidance in TCM0212220.

Note: In a joint claim, if payments are being made to both customers, suspend the payments for both customers.

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Step 9

Update Household Notes with the appropriate messages - XS29, XS30, XS31, XS33 or XS38 from TCM0176020. For how to do this, use TCM1000001.

If you did obtain the customer’s new address

  • take no further action.

If you did not obtain the customer’s new address, go to Step 10.

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Step 10

If the claim status is ceased or terminated

  • access the ‘Household RLS’ work list and select MU 249906. For how to do this, use TCM1000004
  • transfer the case to MU 249902. For how to do this, use TCM1000023
  • set an action date for 85 days in the future, making sure the Retained checkbox is selected. For how to do this, use TCM1000008
  • take no further action.

If the claim status is not ceased or terminated

  • access the ‘Household RLS’ work list and select MU 249906. For how to do this, use TCM1000004
  • transfer the case to MU 249901. For how to do this use TCM1000023
  • set an action date for 85 days in the future, making sure the Retained checkbox is selected. For how to do this, use TCM1000008
  • take no further action.