TCM0240020 - Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Checklist

Before you follow this guidance, make sure

• you follow the guidance in TCM0138020
• you have the correct user roles to follow this guidance.
• 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.

If you are dealing with an un-worked item, go to Step 1

If you are dealing with a BF following a change, go to Step 16

If you are dealing with an expired BF on the AFP posted MU, go to Step 17

If you are dealing with an expired BF on the AFP suspension or ceased or ceased MU, go to Step 20

Step 1

Select the first un-worked item on the ‘Applicant Failed Payments’ (AFP) work list.

Check whether the work list item refers to another area:

If the work list item shows ‘Beneficiary Deceased’, check whether Priority 1 (P1) action has been taken;

If P1 action has been taken;

• update HHN PA29, amend the note to read “AFP work list entry: Beneficiary deceased. P1 action complete”, for how to do this, use TCM1000001
• take no further action

If P1 action has not been taken;

• transfer work list entry to ‘Priority 1’ Team work list, for how to do this, use TCM1000023
• update HHN “PA29”, for how to do this, use TCM1000001
• take no further action.

If the work list item does not show “Beneficiary Deceased”, go to Step 2.

Step 2

Check if the work list item relates to a “Secure Management Unit” (SMU) case.

If the work item relates to a SMU case:

• complete form TC669 “Un-authorised Access Form”
• transfer the work list entry to “SMU” Team work list, for how to do this, use TCM1000023
• take no further action

If the work item dos not relate to a SMU case, check if the work list item relates to a “Complex” case, go to Step 3

Step 3

If the work item relates to a Complex case:

• transfer the work list entry to “Complex” Team work list, for how to do this, use TCM1000023
• update HHN PA31, for how to do this, use TCM1000001
• take no further action

If the work item does not relate to a Complex case, check if the work list items refers to a “Compliance” case, go to Step 4

Step 4

If the work list item relates to a “Compliance” case;

• delete work list entry from “AFP” work list. For how to do this, use TCM1000160
• update HHN PA31, for how to do this, use TCM1000001
• take no further action

If the work list item does not relate to a “Compliance” case, check whether bank details are held on CBOL, go to Step 5

Step 5

If bank account details are held on Child Benefit Service, check whether payments are being made from the account.
For how to do this:

• access Child Benefit desktop icon
• enter the customer’s NINO in the upper navigation bar and select ‘search’
• check the customer’s name and address in the top left corner of the screen to ensure you select the correct customer details
• select ‘Child Benefit - Payment’ from the left hand navigation bar to view the account details.

If payments are being made from the account:

• apply the bank details to the tax credit account
• update HHN PA45, for how to do this, use TCM1000001
• delete suspension note, if appropriate
• issue TC1070 to customer
• take no further action

If payments are not being made from the account;

• issue TC1070 to customer
• delete suspension note
• update HHN PA50 or PA47, whichever is appropriate, for how to do this, use TCM1000001
• BF for 30 days
• transfer work list item to MU 249917
• take no further action

If bank account details are not held on CBOL, go to Step 6

Step 6

Check whether the payment has been cancelled or suspended.

If the payment has been cancelled, check whether the payment refers to CY or PY:

If the payment refers to CY, check whether customer has moved abroad:

If the customer has moved abroad:

• delete the entry from the work list
• update HHN PA31, for how to do this, use TCM1000001
• take no further action

If the customer has not moved abroad:

• check whether the payment is a User Requested Payment (URP) BACs, for how to do this, use TCM1000144
• go to Step 7

If the payment refers to PY, check whether there is an overpayment which would result in no payment being due:

If there is an overpayment which results in no payment being due:

• delete the work list entry
• insert a free text HHN, “AFP work list entry:cancelled payment date DD/MM/YY. PY case - do not re-issue payment”, for how to do this, use TCM1000001
• take no further action

If there is no overpayment, go to Step 9

If the payment has been suspended, go to Step 11

Step 7

If the failed payment is a URP by Bacs

• refer back to originator
• delete the work list entry, for how to do this, use TCM1000160
• update HHN PA31, for how to do this, use TCM1000001
• take no further action.

If the failed payment is not a URP by Bacs, go to Step 8

Step 8

Check if the address is RLS. For how to do this, use TCM1000510.

If the address is RLS

• delete work list entry, for how to do this, use TCM1000160
• update HHN PA30 , for how to do this, use TCM1000001
• take no further action.

If the address is not RLS, go to Step 9

Step 9

• use NTC to obtain bank details
• note the reason for cancellation of the payment
• ensure that the cancellation refers to the payment in question
• go to Step 10

Step 10

Check that the bank details are as the same, using change of circs/correction.

If the bank details are the same, check whether TC652 has been issued to customer.

If the TC652 has been issued:

• BF work item for 30 days
• transfer work item to MU249917
• take no further action

If the TC652 has not been issued:

• issue TC652 to customer
• update HHN PA27, for how to do this, use TCM1000001
• BF work item for 30 days
• transfer work item to MU249917
• take no further action

If the bank details are not the same:

• apply the bank details to the tax credit account
• update HHN PA28, for how to do this, use TCM1000001
• delete suspension note, if appropriate
• issue TC1070 to customer
• take no further action

Step 11

Check whether teh work item relates to a Gateway customer or a new claim which has no bank details.

If the work item relates to a Gateway customer or a claim which has no bank details:

• use the SEES calculator to calculate a manual payment
• complete the manual payments referral template and email to Manual Payments team
• change payment frequency to four weekly
• delete the suspension note
• update HHN PA42, for how to do this, use TCM1000001
• BF30 days
• transfer the work item to MU249917
• take no further action

Note: if a manual payment has been issued, retain the case.

If the work item does not relate to a Gateway customer or a new claim which has no bank details, go to Step 12

Step 12

Check whether the bank details are held but have not populated onto the account.

If the bank details are held and are populated onto the account, check whether the bank details are the same as those held on CBOL, go to Step 13

If the bank details are held but have not populated onto the account:

• make a note of the bank details
• delete the bank details from the account and then reapply them
• delete the suspension note
• update HHN PA43, for how to do this, use TCM1000001
• take no further action

Step 13

If the bank details are the same as those held on CBOL:

• issue TC1070 to the customer
• delete suspension note
• update HHN PA50, for how to do this, use TCM1000001
• BF 30 days
• transfer work item to MU249917
• take no further action

If the bank details are not the same as those held on CBOL, check whether the claim is single or joint, go to Step 14

Step 14

If the claim is single, check whether it is the customers’ first payment of tax credits:

If it is the customers’ first payment of tax credits:

• use the SEES calculator to calculate a manual payment
• complete the manual payments referral template and email to Manual Payments team
• change payment frequency to four weekly
• delete the suspension note
• update HHN PA43, for how to do this, use TCM1000001
• BF 30 days
• transfer the work item to MU249917
• take no further action

Note: if a manual payment has been issued, retain the case.

If it is not the customers first payment of tax credits:

• apply the bank details to the tax credit account
• update HHN PA45, for how to do this, use TCM1000001
• delete suspension note, if appropriate
• issue TC1070 to customer
• take no further action

If the claim is joint, go to Step 15

Step 15

Check whether the bank details are joint

If the bank details are joint:

• apply the bank details to the tax credit account
• update HHN PA50, for how to do this, use TCM1000001
• delete suspension note, if appropriate
• delete work item
• issue TC1070 to customer
• take no further action

If the bank details are not joint:

• issue TC1070 to customer
• delete suspension note
• Update HHN PA50, for how to do this, use TCM1000001
• BF 30 days
• transfer work item to MU249917
• take no further action

Step 16

BF expired following a change

Check if the change had been processed

If the change has been processed:

• delete the suspension note
• reissue payment
• delete work item entry
• update HHN PA28, for how to do this, use TCM1000001
• take no further action

If the change has not been processed, BF until the change has processed.

Step 17

BF expired on the APF posted MU

Check to see if the payment has been posted, for how to do this, use TCM1000447

If the payment has been posted, go to Step 18

If the payment has not been posted:

• contact the Manual Payments team to confirm R92 number
• send the details to the designated e-mail contact
• update HHN PU05, for how to do this, use TCM1000001
• set an action date for 10 days to check whether payment has been posted

Note: Where payments have not been posted check previous years. If the payment has not been posted after the BF cycle or to the wrong year, refer to your TALLO for advice.

Step 18

Check household notes to find out if the customer is entitled to ongoing non-bank payments.

If the customer is entitled to ongoing non-bank payments:

• delete the payment suspension note
• set the payment frequency to four weekly, if applicable
• if applicable, delete the system generated message ***PYMTS CURRENTLY SUSPENDED AS ACCOUNT UNDER REVIEW TO ALLOW OFF SYSTEM PAYMENT***
• if applicable, delete the retained HHN **FATS TEAM - FAO BANK LIAISON 1ST PAYMENT ALLOWED AS NON-BANK PAYMENT**
• update HHN PA43, for how to do this, use TCM1000001
• delete work list entry, for how to do this, use TCM1000160
• take no further action

If the customer is not entitled to ongoing non-bank payments, go to Step 19

Step 19

Check linked work items on the payment regulations enforcement list.

If there is a worklist item on the payment regulations enforcement list:

• set the payment frequency to four weekly, if applicable
• if applicable, delete the system generated message ***PYMTS CURRENTLY SUSPENDED AS ACCOUNT UNDER REVIEW TO ALL OFF SYSTEM PAYMENT***
• if applicable, delete the retained HHN **FAST TEAM - FAO BANK LIAISON 1ST PAYMENT ALLOWED AS NON-BANK PAYMENT**
• update HHN PA48, for how to do this, use TCM1000001
• delete work list entry, for how to do this, use TCM1000160
• take no further action

If there is not a worklist item on the payment regulations enforcement list:

• set the payment frequency to four weekly, if applicable
• if applicable, delete the system generated message ***PYMTS CURRENTLY SUSPENDED AS ACCOUNT UNDER REVIEW TO ALLOW OFF SYSTEM PAYMENT***
• if applicable, delete the retained HHN **FAST TEAM - FAO BANK LIAISON 1ST PAYMENT ALLOWED AS NON-BANK PAYMENT**
• update HHN PA48, for how to do this, use TCM1000001
• transfer the case to the “AFP” BF for suspension or ceased MU, as appropriate. For how to do this, use TCM1000023.
• set an action date for 4 weeks from the date TC1058 or TC1070 issued.

Step 20

BF expired on AFP suspension or ceased MU

Check NTC to see if bank details now held

If bank details are held:

• delete the suspension note, for how to do this, use TCM1000327
• update HHN PA43, for how to do this, use TCM1000001
• delete work list entry, for how to do this, use TCM1000160
• take no further action

If bank details are not held, go to Step 21

Step 21 {#}

Check reason why we have set an action date on the claim, for how to do this, use TCM1000067 and TCM1000004

If letter TC1070 has been issued as only one set of account details are held on a joint claim:

• apply the bank details that are currently held to both applicants
• update HHN PB17, for how to do this, use TCM1000001
• delete the work list entry, for how to do this, use TCM1000160
• take no further action

If TC1058 has been issued or a TC1070 has been issued for any other reason, consider the current date:

If the current date is on or after 5 January and before 1 April:

• if appropriate, suspend payments, using reason “No bank details”, for how to do this use TCM0212240, then return to this guidance
• set an action date for 1 April of the year you are working the case, for how to do this, use TCM1000008
• update HHN PB19, for how to do this, use TCM1000001
• take no further action

Where the current date is not between the 5 January and before 1 April:

• if appropriate, suspend payments, using reason “No bank details”, for how to do this, use TCM0212240, then return to this guidance
• set an action date for three months from the current date, for how to do this, use TCM1000008
• update HHN PB19, for how to do this, use TCM1000001
• take no further action

Where an action date has expired following the relevant period:

• cease the award, for how to do this, use TCM1000222
• set the manual correspondence marker to suppress the award notice, for how to do this, use TCM1000063
• print off the summary screen and hold the case for 24 hours for overnight processing, then:
• print an updated version of the summary screen, for how to do this, use TCM1000479
• issue a manual TC607 from SEES
• take no further action