TCM0264220 - Renewals - miscellaneous (S-Z): Renewals - unfinalised awards
Checklist
Before you follow this guidance, make sure
- you have the correct user roles to follow this guidance.
- you are in the correct MU. Use TCM0322460 for the correct MU number.
Background
Follow this guidance when the claim for the previous year or earlier year has not been finalised and subsequent years have been finalised or if you are working an Unfinalised Multi years case for the first unfinalised year.
These cases can not be finalised on the tax credits computer as they will re-calculate the awards for subsequent years.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.
Step 1
If you are a Technical Advice Line Liaison Officer (TALLO), go to Step 44.
If you are dealing with a new work item, go to Step 3.
If you are dealing with a reply to an enquiry, go to Step 28.
If you are dealing with an expired action date following a written enquiry, go to Step 33.
If you are dealing with an expired action date because the ‘RLS’ signal was set, go to Step 21.
If you are dealing with an expired action date or BF date because the ‘Claim under Enquiry’, ‘Inhibited’ or ‘SCO’ signal was shown, go to Step 2.
Step 2
Contact the designated Compliance Officer to check for progress. For how to do this, use TCM1000022.
If the designated Compliance Officer informs you that you can continue with your action on the case
- update Household Notes with the message SD56 for an unfinalised award case from TCM0172020 or SZ09 for an Unfinalised Multi years case from TCM0172080. For how to do this, use TCM1000001
- go to Step 13.
If the designated Compliance Officer informs you that you can not continue with your action on the case
- set a further 14 day action date. For how to do this, use TCM1000008
- take no further action.
Step 3
Enter the NINO of the case that you are dealing with.
If you receive the warning message ‘You are not authorised to access some of the data for this customer, please refer to the responsible MU’
- follow the guidance in TCM0068160 and if you are able to work the case, go to Step 4.
If you receive the warning message ‘Access denied. Ring (This content has been withheld because of exemptions in the Freedom of Information Act 2000) for advice. Do not disclose this number’
- refer the case to SMU. For how to do this, use TCM0068160
- delete the NINO from the spreadsheet
- take no further action.
If you do not receive any message, go to Step 4.
Step 4
Check Household Notes to see if the case has had a full off system finalisation process worked on it by another area, that covers the years identified on the scan. For how to do this, use TCM1000067.
This can include the following processes:
- Manual Payment Renewal process
- Incorrectly ended process
- PY or earlier Restore process
- Unfinalised Scan work.
If the case has been worked in full by one of these areas
- enter a retained household note HHN XE20, ensure each tax years worked are clearly indicated in the household note
- place the claim on the exclusion list
- take no further action.
If the case has not been worked in full by another area, go to Step 5.
Step 5
Check Household Notes for any notes relating to Domestic Violence. For how to do this use TCM1000067.
Note: These notes will have the prefix XD.
If there are any notes with the prefix XD
- refer the case to your TALLO
- take no further action.
If there are no notes with the prefix XD, go to Step 6.
Step 6
Check the claim and make a note of any signals that have been set. For how to do this, use TCM1000154.
If the ‘Claim Under Enquiry’ or ‘Inhibited’ signal is shown, go to Step 9.
If the ‘Complex Case’ signal is shown, go to Step 8.
If the ‘Claim Under Enquiry’ or ‘Inhibited’ and the ‘Complex Case’ signal is shown, go to Step 9.
If the ‘Refer to SCO’ signal is shown, go to Step 11.
If none of these signals are shown, go to Step 7.
Step 7
Check Household Notes, selecting the ‘Compliance’ category, for any notes indicating that Compliance has terminated or finalised the claim. For how to do this, use TCM1000067.
If there are any notes indicating that Compliance has terminated or finalised the claim, go to Step 9.
If there are no notes indicating that Compliance have terminated or finalised the claim, go to Step 13.
Step 8
Check whether the case is a genuine Complex Case. Follow the guidance in TCM0284140.
If the case is not a genuine Complex Case, go to Step 14.
If the case is a genuine Complex Case
- send any correspondence to the International Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- update Household Notes with the message SD54 from TCM0172020. For how to do this, use TCM1000001
- take no further action.
Step 9
Check Household Notes to obtain the details of the Claimant Compliance Officer (CCO). For how to do this, use TCM1000067.
If the details of the CCO are held in Household Notes, go to Step 10.
If there are no CCO details held in Household Notes
- ask your manager to locate a Compliance contact for the Compliance MU that the claim is attached to
- go to Step 10.
Step 10
Contact the CCO dealing with the claim to find out what action they are taking on the claim.
If the CCO tells you to carry on with your action and the ‘Complex Case’ signal has been set, go to Step 8.
If the CCO tells you to carry on with your action and the ‘Complex Case’ signal has not been set, go to Step 13.
If the CCO tells you to stop your action and you are dealing with a case from a spreadsheet
- set a BF date on the spreadsheet for 14 days in the future
- update Household Notes, using the ‘Renewals & Reminders’ category, with the action you have taken. For how to do this, use TCM1000001
- take no further action.
If the CCO tells you to stop your action and you are dealing with a case from an NTC Listing work list item
- set an action date for 14 days in the future For how to do this, use TCM1000008
- update Household Notes using the ‘Renewals & Reminders’ category to record the action you have taken. For how to do this, use TCM1000001
- take no further action.
Step 11
Check Household Notes to obtain the details of the Criminal Investigation Officer (CIO). For how to do this, use TCM1000067
Note: Under no circumstances should you give the customer any details of the CIO.
If the details of the CIO are held in Household Notes, go to Step 12.
If the details of the CIO are not held in Household Notes
- ask your manager to locate a Compliance contact for the Compliance MU that the claim is attached to
- go to Step 12.
Step 12
Contact the CIO dealing with the claim to find out what action they are taking on the claim.
If the CIO tells you to carry on with your action, go to Step 13.
If the CIO tells you to stop your action
- send the Annual Declaration or any correspondence to the relevant CIO
- update Household Notes using the ‘Renewals & Reminders’ category to record the action you have taken. For how to do this, use TCM1000001
- take no further action.
Step 13
Check Household Notes to check if the case is a mismatch, Hijacked NINO or an Internal Governance Criminal Investigations (IGCI) Corrections Team case. For how to do this, use TCM1000067.
If the message shows the case is a mismatch, Hijacked NINO or IGCI case and you are working an unfinalised case
- update Household Notes, using the ‘Renewals & Reminders’ category, to record the message SY15 from TCM0172080. For how to do this, use TCM1000001
- take no further action.
If the message shows the case is a mismatch, Hijacked NINO or IGCI case and you are working an unfinalised multi year case
- update Household Notes using the ‘Renewals and Reminders’ category with the message SZ03 from TCM0172080. For how to do this, use TCM1000001
- take no further action.
If there is no message displayed, go to Step 14.
Step 14
If you are working an unfinalised multi year case, go to Step 16.
If you working an unfinalised case, go to Step 15.
Step 15
Check whether there is an overpayment on the unfinalised year you are working. For how to do this, use TCM1000386.
If there is no overpayment, go to Step 16.
If there is an overpayment
- update Household Notes using the ‘Renewals and Reminders’ category with the message SX20 from TCM0172080. For how to do this, use TCM1000001
- go to Step 16.
Step 16
Check if the Annual Declaration has been issued / served. For how to do this, use TCM1000104.
If the Annual Declaration has been issued / served, go to Step 17.
If the Annual Declaration has not been issued not been served, go to Step 21.
Step 17
Check if the Annual Declaration has been returned. For how to do this, use TCM1000043.
If the Annual Declaration has been issued and has been returned or the information has been recorded, go to Step 18.
If the Annual Declaration has been issued but has not been returned, go to Step 32.
If the status of the Annual Declaration is ‘Auto Renewal’
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX07 from TCM0172080. For how to do this, use TCM1000001
- go to Step 43.
Step 18
Check if you have all the information from the Annual Declaration. For how to do this, use TCM1000011.
If you have all the information from the Annual Declaration, go to Step 34.
If you do not have all the information from the Annual Declaration
- check Household Notes for any information. For how to do this, use TCM1000067
- go to Step 19.
Step 19
Check whether the information has been recorded. For how to do this, use TCM1000048.
If the missing information has been recorded, go to Step 34.
If the missing information has not been recorded, go to Step 20.
Step 20
Check whether the Annual Declaration has been signed.
If the Annual Declaration has been signed, go to Step 31.
If the Annual Declaration has not been signed, go to Step 32.
Step 21
Check if the ‘RLS’ signal has been set. For how to do this, use TCM1000105.
If the ‘RLS’ signal has been set, go to Step 22.
If the ‘RLS’ signal has not been set, go to Step 26.
Step 22
Use the Access to DWP Data (ADD) system to check the customer’s address. For how to do this, use TCM1000014.
If the customer’s address held on Equifax or ADD is the same as the one held on the tax credits computer but contains more details (for example, a house or flat number)
- update the customer’s address. For how to do this, use TCM1000429
- go to Step 25.
If the customer’s address held on Equifax or ADD is the same as the one held on the tax credits computer, go to Step 24.
If the customers address held on Equifax or ADD is the same as the one held on the tax credits computer and you have previously set a 14 day BF awaiting the address to change
- set the claim aside
- take no further action.
If the customer’s address held on Equifax or ADD is different to that held on the tax credits computer
- phone the customer. Follow the guidance in TCM0094080
- go to Step 23.
Step 23
If the customer can be contacted and a new address is found
- update the customer’s address. For how to do this, use TCM1000429
- go to Step 26.
If you are not able to contact the customer or can not obtain a new address
- leave the case as RLS
- go to Step 24.
Step 24
Update Household Notes using the ‘Renewals & Reminders’ category with the message SX07 for an unfinalised award case or SZ28 for an Unfinalised Multi Years case from TCM0172080. For how to do this, use TCM1000001.
If you are dealing with a case from a spreadsheet
- set a BF date of 14 days in the future
- take no further action.
If you are dealing with a case from a NTC Listing work item
- use function NTC Listing to identify the work item you have actioned
- set an action date of 14 days in the future. For how to do this, use TCM1000008
- take no further action.
Step 25
Complete the ‘Amend Finish’ screen. For how to do this, use TCM1000032
Note: The changes you have made will not be applied until you complete the ‘Amend Finish’ screen and select ‘OK’.
- go to Step 26.
Step 26
Complete the TC603R (MAN) Stuck cases on SEES with details of the claim for the relevant tax year. Use functions ‘View Application’ and ‘View Award’ to help you complete the form. For how to do this, use TCM1000249 (View Application) or TCM1000427 (View Award)
Note: Enter the details using the last version of the relevant period you are dealing with. This version should show all the circumstances and changes that have occurred during the period.
Note: The form will lead you through various questions in order to create the annual review details for the customer. When the questions have finished, you must select the form and add the name and address of the customer on the front page in the space provided below the ‘Please keep this for our records’ statement.
Note: The following exception may occur: If the household ended before the year of the Annual Declaration to be issued, the Annual Declaration will not need issuing. For example, in function ‘View S17 Details’, the 2004-2005 award is shown as unissued and future-dated. In function ‘View Application’, there is a household end date of 12/02/2004. Tax Credit Office (TCO) was not notified of the household end date until 27/03/2005. As the household ended before the start of the 2004-2005 award, an Annual Declaration does not need to be issued and no further action is required.
- issue a manual Annual Declaration TC603D or TC603D2, as appropriate, from SEES for the relevant period you are dealing with
- Note: Where we are dealing with unfinalised awards and we have not been in contact with the customer for several years, we will need to ensure that we have up to date bank details. Issue a TC664 when issuing the TC603R and TC603D to request up to date bank details. You must only issue a TC664 requesting bank details to the nominated recipient.
- Note: Where we are dealing with unfinalised awards where we have not been in contact with the customer for several years, you may wish to check that the address we are holding is correct before issuing out the TC603R & TC603D or TC603D2.
- Note: Form TC603D2 must be sent when the year you are finalising is the first award period and the previous year income used for that first award is shown as estimated income. For all other cases, form TC603D must be sent. Do not use a TC603D2 if the first unfinalised year is 2003-2004.
- Note: If the manual Annual Declaration you are issuing is for less than the full tax year, you will also need to complete page 1 of the form TC603D or TC603D2 as this page allows you to enter the required dates.
- Note: Where the household has ceased, an Annual Declaration must be issued to each customer, if it was made by two customers. It must include details for the whole household. Do not disclose the name and new address of the ex-partner. If you are requesting up to date bank details, you must ensure that you only request these from the nominated recipient. You can use function ‘View Application’ to check whether the household is ceased and that the claim was made by two customers. The only exception to this is where one customer is deceased, in which case only one Annual Declaration must be issued.
- enter the customer’s details at the top and put an ‘X’ next to each part of the Annual Declaration that needs completing. Use the date the customer must reply by on form TC603R to complete the ‘Provide actual figures by’ box on page 3
- set a BF date of 14 days
- Note: If the BF date expires, send the customer a reminder.
- Note: If you are working a NTC Listing work item, use function ‘NTC Listing’ to set an action date of 14 days in the future. For how to do this, use TCM1000008.
- go to Step 27.
Step 27
As the Annual Declaration has never been issued for the claim, enter the issue date in function ‘Manage Finalisation’. For how to do this, use TCM1000428
- file the form TC648 in the designated cabinet
- send the Annual Declaration forms to the customer
- update Household Notes using the ‘Renewals & Reminders’ category with the message SY04 for an unfinalised award case or SZ12 for an Unfinalised Multi Years case from TCM0172080. For how to do this, use TCM1000001
- take no further action.
Step 28
Check if the correspondence is a reply to an enquiry you have sent, or if it is the returned Annual Declaration.
If the correspondence is the returned Annual Declaration
- retrieve the TC648 from the designated filing cabinet
- go to Step 30.
If the correspondence is a reply to an enquiry you have sent out
- retrieve the TC648 from the designated filing cabinet
- go to Step 29.
Step 29
Check if you now have all the information you need.
If you have all the information you need, go to Step 34.
If you do not have all the information you need, go to Step 31.
If the customer has returned the letter indicating they no longer wish us to continue with our action
- treat the claim as a ‘No Reply’ case for the first unfinalised year and use the information that we already hold on NTC
Note: If there are any other outstanding unfinalised years, you will not pursue these any further. - update Household Notes using the ‘Renewals and Reminders’ category with the message SX01 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 30
Consider the information provided on the Annual Declaration.
Note: An Annual Declaration is incomplete where benefits or income are not indicated on the Annual Declaration and/or where the statement for the customer’s personal circumstances is not answered. If either of the customers has provided an income figure, then the remaining questions need to be pursued if the other customer is working.
Note: If you are dealing with a ceased case where the household has ended and the claim was made up of two customers, you must have replies from both customers for the reply to be classed as complete.
If you have all the information you need and the Annual Declaration has been signed
- make a note of the information provided and that the Annual Declaration has been signed on the form TC648
- go to Step 34.
If you do not have all the information you need but the Annual Declaration has been signed
- make a note of the above on the form TC648
- go to Step 31.
If you have all the information you need but the Annual Declaration has not been signed
- make a note of the above on the form TC648
- go to Step 34.
If you do not have all the information you need and the Annual Declaration has not been signed
- make a note of the above on the form TC648
- go to Step 31.
If the customer has returned the Annual Declaration indicating that they no longer wish us to continue with our action
- treat the claim as a ‘no reply’ case and use the information that we already hold on NTC
- update Household Notes using the ‘Renewals and Reminders’ category with the message SX01 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 31
Phone the customer for the missing information. Follow the guidance in TCM0094080.
If you can contact the customer by phone
- obtain the missing information
- go to Step 34.
If you are not able to contact the customer by phone, go to Step 32.
Step 32
Complete form TC664 or form TC609, as appropriate. For how to do this, use TCM1000009.
Note: If we have not had a reply to an Annual Declaration that we issued several years ago, instead of issuing out the TC609 reminder, we can reissue the original Annual Declaration. Go back to Step 16 and follow the Annual Declaration not issued route.
Note: If you are dealing with a claim whereby the Annual Declaration was issued but never returned, go back to Step 16 and follow the Annual Declaration not issued route.
Note: If the household is ceased because of a household breakdown and was made up of two customers, the forms must be issued to each customer.
- record the action you have taken on form TC648 and set an action date of 14 days on the spreadsheet, work list or clerical work item, as appropriate
- Note: If the BF date expires, send the customer a reminder.
- Note: If you are working a NTC Listing work item, use function ‘NTC Listing’ to set an action date of 14 days in the future. For how to do this, use TCM1000008.
- update Household Notes using the ‘Renewals & Reminders’ category to record the action you have taken. For how to do this, use TCM1000001
- file form TC648 in the designated cabinet
- take no further action.
Step 33
Check whether the missing information has been recorded on Household Notes. For how to do this, use TCM1000067.
If the missing information has been recorded on Household Notes, go to Step 34.
If the missing information has not been recorded, and the reminder form TC609 has not already been issued to the customer for the missing information
- issue a reminder form TC609
- Note: If the household has ceased because of a household breakdown and was made up of two customers, a reminder must be issued to each customer that has not already replied.
- record the action you have taken on form TC648
- on the spreadsheet, work list or clerical work item set an action date of 21 days in the future or the new 1SD noted on the form TC648 at Step 18, whichever is the later
- update Household Notes using the ‘Renewals & Reminders’ category to record your action. For how to do this, use TCM1000001
- take no further action.
If a reminder form TC609 has previously been issued and the action date has expired
- check View Household Account for any ‘Potential Payment’ showing on the computer and make a note of this. For how to do this, use TCM1000360
- update Household Notes with the message SX01 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 34
Check the National Insurance and Pay As You Earn service (NPS) and/or Self Assessment 2000 (SA).
Note: To check employment income, always use the P14 summary screen. Where there is live employment on P14 but no income, check the Real Time Information (RTI) screen for any income details.
Note: The income figure used here should be the total ‘household’ income figure provided by the customer. You will not be looking and comparing the customers individual income figures.
If NPS/SA2000 shows an income figure
- make a note of the figure
- go to Step 35.
If NPS/SA2000 does not show any figures
- make a note that no figures were shown
- go to Step 35.
Step 35
Note: From 2022-2023 tax year the RTI tolerance is £250.
For previous tax years up to and including 2021-2022 the RTI tolerance was £500
Compare the details you have noted with the figures on the system.
Note: You can use the Annual Declaration details and the details in function ’Application Correction’. If this does not go back far enough, you can use the last award version for the unfinalised year you are dealing with.
If the information held on the claim is the same as the information on the Annual Declaration and the amounts obtained from NPS and/or SA are the same or within £250 of each other
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX02 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
If the information held on the claim is different to the information on the Annual Declaration but the information provided on the Annual Declaration is more than what has been obtained from NPS and/or SA
- accept the amount that the customer has provided
- use the SEES Tax Credits Entitlement Calculator to identify if the new details provided on the Annual Declaration would cause an increase or decrease in the award. For how to do this, use TCM1000089
- compare the entitlement on the tax credits computer with the adjusted entitlement on the SEES calculation. For how to do this, use TCM1000427
- go to Step 37.
If the information held on the claim is different to the information on the Annual Declaration but the amounts obtained from NPS and/or SA are the same or within £250
- accept the amount that the customer has provided
- use the SEES Tax Credits Entitlement Calculator to identify if the new details provided on the Annual Declaration would cause an increase or decrease in the award. For how to do this, use TCM1000089
- compare the entitlement on the tax credits computer with the adjusted entitlement on the SEES calculation. For how to do this, use TCM1000427
- go to Step 37.
If the information held on the claim is different to the information on the Annual Declaration but the amounts obtained from NPS and/or SA are higher than what was provided on the Annual Declaration, and by more than £250
- use the SEES Tax Credits Entitlement Calculator to identify if the new details you have obtained from NPS/SA would cause an increase or decrease in the award. For how to do this, use TCM1000089
- compare the entitlement on the tax credits computer with the adjusted entitlement on the SEES calculation. For how to do this, use TCM1000427
- go to Step 36.
If you have had no replies to your enquiries
- use the information that we already hold on NTC
- update Household Notes using the ‘Renewals and Reminders’ category with the message SX01 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 36
Contact the customer to establish why the income figures they have provided are different to the figures we have obtained from NPS and/or SA. Make one attempt at contact.
Note: Use TCM0322175 for some of the deductions from income that we can allow.
If you are able to contact the customer and are satisfied with their explanation about why the figures are different
- use the income figure that was provided on the Annual Declaration
- use the SEES Tax Credits Entitlement Calculator to identify if the new details you have obtained from NPS/SA would cause an increase or decrease in the award. For how to do this, use TCM1000089
- compare the entitlement on the tax credits computer with the adjusted entitlement on the SEES calculation. For how to do this, use TCM1000427
- go to Step 37.
If you are able to contact the customer and are not satisfied with their explanation about why the figures are different
- explain to the customer that we will be using the income that we have obtained from their employer via NPS or SA 2000
- use the SEES calculation you have already done at Step 35
- go to Step 37.
If you are unable to contact the customer
- use the SEES calculation you have already done at Step 35
- make a note that you will need to issue out a TC1221 when you issue the Manual Award notice
- go to Step 37.
Step 37
From this comparison, identify if entitlement has increased or decreased or whether there is not any impact to entitlement. For how to do this, use TCM1000427.
If the entitlement has increased, go to Step 40.
If the entitlement has decreased, go to Step 39.
If there is no impact to the entitlement and the customer has received their full entitlement
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX03 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
If there is no impact to the entitlement and the system is showing a payment still to be made, go to Step 38.
Step 38
Complete form TC648 to send to the Manual Payments team.
Note: Ensure the message ‘Please issue a one off manual payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X.’ is noted on the form.
Note: Explain that the claim has been finalised off system and nothing should be done to the award on the system.
- send the form TC648 via email to the Manual Payments Team(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- update Household Notes using the ‘Renewals & Reminders’ category with the message SZ20 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 39
Make a note of the overpayment figure
- record the amount of the overpayment figure on the MIS spreadsheet
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX23 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 40
Use the SEES calculation figure from Step 35 to calculate the underpayment entitlement
- calculate the correct underpayment. For how to do this, use TCM1000427
- subtract the original award entitlement shown from the new calculated award entitlement. The figure will be the underpayment due to the customer
- record the amount of the underpayment on the MIS spreadsheet
- go to Step 41.
Step 41
Complete form TC648 to send to the Manual Payments team
Note: Ensure the message ‘Please issue a one off manual payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X.’ is noted on the form.
Note: Explain that the claim has been finalised off system and nothing should be done to the award on the system.
Note: If the underpayment that has been calculated is for a year where the household account shows that a payment is still to be made, then we may have to pay part of the underpayment as a postable manual payment, so that we can balance off that year. The remainder will then be paid as a non postable manual payment.
- send the form TC648 via email to the Manual Payments Team(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX05 from TCM0172080. For how to do this, use TCM1000001
- go to Step 42.
Step 42
Complete the manual award notice. For how to do this, use TCM1000538.
Note: A manual award notice will always be issued for no reply cases on the first unfinalised year, as this is a legal year.
If you noted at Step 33 that there was a ‘Potential Payment’ due
- complete form TC648 to send to the Manual Payments team
- Note: Ensure the message ‘Please issue a one off manual payment of WTC £XXX.XX, CTC £XXX.XX. For the period XX.XX.PY-X to XX.XX.PY-X.’ is noted on the form.
- Note: As there is a potential payment still to be made, we have to pay that payment as a postable manual payment, so that we can balance off that year.
- send the form TC648 via email to the Manual Payments Team(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- update Household Notes using the ‘Renewals & Reminders’ category with SX24 from TCM0172080. For how to do this, use TCM1000001
- go to Step 43.
If you have not noted that there is a ‘Potential Payment’ due
- issue a TC1221 to the customer if you noted at Step 35 that you are required to do so
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX06 from TCM0172080. For how to do this, use TCM1000001
- go to Step 43.
- Note: Ensure that you enter your phone number on the notice.
Step 43
If you have an exclusion list to populate once you have completed your action, go to Step 45.
If you do not have an exclusion list to populate once you have completed your action
- make a note of the NINO and Application ID held on the tax credits computer. These are found at the top right-hand side of the screen. For how to do this, use TCM1000249
- refer the Application ID, the award period you have finalised off-system and the NINO to the TALLO, entering ‘Finalised Off System’ in the ‘Subject’ field
- go to Step 45.
Step 44
TALLO’s must enter the customers NINO, the application ID and the award periods on an email
- in the ‘Subject’ field, enter ‘unfinalised award where a subsequent year is finalised’
- send the email to the Technical Advice Line (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- take no further action.
Step 45
If the customer did not respond to any of our enquiries or has informed us not to continue with any of our action, and this is the only unfinalised year, go to Step 47.
If the customer did not respond to any of our enquiries or has informed us not to continue with any of our action and this is not the only unfinalised year
- use the information that we already hold on NTC for the first unfinalised year
- Note: Where the customer has not responded or has informed us not to continue with our action, we have no obligation to finalise any remaining years. However, we must take action to finalise the first unfinalised year as this is a legal year.
- update Household Notes using the ‘Renewals and Reminders’ category with the message SX01 from TCM0172080. For how to do this, use TCM1000001
- make a note on a TC648 to state that no subsequent years will be worked due to no reply
- go to Step 47.
If we have issued an ‘Auto Renewal’, go to Step 46.
Note: Where we have issued an ‘Auto Renewal’ to the customer, they are not required to return this form to us. The ‘Auto Renewal’ is their final award notice as well as their current year initial award notice. We will therefore treat this as being replied to.
Step 46
Use function ‘View Household Account’ to check the status of the next year award.
If the status of the next year award is ‘Finalised’ or ‘Terminated’, go to Step 47.
If the status of the next year award shows any other status
- make a note of this on the form TC648
- follow the guidance in TCM0264240.
Step 47
If you are dealing with a case from a spreadsheet
- mark the case as cleared on the spreadsheet
- enter a retained household note HHN XE20, ensure each tax years worked are clearly indicated in the household note
- update the exclusion list if necessary
- go to Step 48.
If you are dealing with a case from an NTC Listing
- delete the listing entry. For how to do this, use TCM1000157
- update Household Notes using the ‘Renewals & Reminders’ category with the message SI15 from TCM0172040. For how to do this, use TCM1000001
- enter a retained household note HHN XE20, ensure each tax years worked are clearly indicated in the household note
- go to Step 48.
If you are dealing with a Multi year unfinalised case
- update the spreadsheet so that the finalised off-system years will be added to the exclusion list
- enter a retained household note HHN XE20, ensure each tax years worked are clearly indicated in the household note
- update the exclusion list if necessary
- go to Step 48.
Step 48
Record your action and send any correspondence to storage
- update Household Notes using the ‘Renewals & Reminders’ category with the message SX22 from TCM0172080. For how to do this, use TCM1000001
- close the document on DMS. For how to do this use TCM1000037
- take no further action.