TCM0270220 - Renewals - work lists (Unfinalised): Unfinalised S17 work list - Verification failure
Version 1.0
Changes to previous version - amended guidance. Replaces ‘Unfinalised S17 Work List: Verification Failure (AG)’.
Checklist
Before you follow this guidance, make sure
- you’ve 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’re in the correct MU. Use TCM0322460 for the correct MU number.
Background
A work list item will populate the Unfinalised S17 worklist when the customer hasn’t returned their Annual Declaration by the 1st Specified Date (1SD) and there’s a reason why the tax credits computer can’t finalise PY.
- For auto-renewal cases, the tax credits computer can’t finalise the case.
- For reply-required cases, the tax credits computer will terminate the claim but is unable to finalise the Previous Year (PY).
The tax credits computer can’t finalise PY because there’s a verification failure outstanding on the BAU work list. The verification failure work list item must be worked before the case is manually finalised or finalised and renewed.
Note: Where a UC (Universal Credit) marker or household note TP04 are present on the CY (Current Year) claim, you should continue to process the renewal or worklist item you are dealing with and finalise the PY (Previous Year) award and renew the CY award. Do not transfer the claim or worklist item.
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’ve come to this guidance from TCM0270140 and you’re gathering information to contact the customer, go to Step 5.
If you’ve come to this guidance from TCM0270140 and you’re resolving the verification failure, go to Step 11.
If you’re following this guidance for the first time, go to Step 4.
If you’re dealing with an expired action date, go to Step 2.
If you’re dealing with a written reply to a verification failure enquiry, go to Step 10.
Step 2
Note: Where a UC (Universal Credit) marker or household note TP04 are present on the CY (Current Year) claim, you should continue to process the renewal or worklist item you are dealing with and finalise the PY (Previous Year) award and renew the CY award. Do not transfer the claim or worklist item.
Check Household Notes to determine if the missing information has been recorded. For how to do this, use TCM1000067.
If the missing information has been recorded, go to Step 10.
If the missing information hasn’t been recorded and a reminder has been sent, go to Step 3.
If the missing information hasn’t been recorded and a reminder hasn’t been sent
- issue a reminder form TC664R
- use function ‘Maintain Worklist’ to set a further action date for 15 days in the future. For how to do this, use TCM1000008
- update Household Notes with the message SN30 from TCM0172060. For how to do this, use TCM1000001
- take no further action.
Step 3
Follow the guidance in TCM0076000, TCM0078000 or TCM0080000 for when no reply has been received
then
- return to this guidance and go to Step 17.
Step 4
Note: Where a UC (Universal Credit) marker or household note TP04 are present on the CY (Current Year) claim, you should continue to process the renewal or worklist item you are dealing with and finalise the PY (Previous Year) award and renew the CY award. Do not transfer the claim or worklist item.
Access the ‘Unfinalised S17’ work list
- follow the guidance in TCM0270100 and return to this guidance if applicable
- go to Step 5.
Step 5
Check and make a note of the verification reasons for the work item. For how to do this, use TCM1000107.
Note: Rules 2B, 3, 4, 5 and 12 will stop finalisation of the PY award.
If the verification failure reason is 2B, 3, 4, 5 or 12, go to Step 6.
If the verification failure reason isn’t 2B, 3, 4, 5 or 12, go to Step 13.
Step 6
Check if the work item is on the ‘Verification Failures Vantives’ MU. For how to do this, use TCM1000142
Note: On TCM0322460, the ‘Verification Failures Vantives’ MU is listed as ‘Old Cases Inc Vantive & Unproc/vantives (All categories)’ MU.
- make a note of the failure reason.
If the work item is on the ‘Verification Failures vantive’ MU, go to Step 7.
If the work item isn’t on the ‘Verification Failures vantive’ MU, go to Step 8.
Step 7
Select the ‘VF Navigation Vanitives’ MU. For how to do this, use TCM1000142 and TCM1000215
- check and make a note of the verification reasons and action date for the work item.
If the verification failure reason on the ‘Verification Failures Vantives’ MU noted in Step 5 is different to the note you’ve just made, go to Step 8.
If the verification reason on the Verification Failures Vantives’ MU is the same as the reason on the ‘VF Navigation Vantives’ MU
- set an action date on the ‘Verification Failures’ MU to match the date on the VF Navigation Vantives’ MU. For how to do this, use TCM1000008
Note: If the date on the VF Navigation Vantives’ MU has expired, contact your TALLO for the correct action date to use.
- go to Step 18.
Step 8
Gather the information needed to resolve the VF. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000
Note: Don’t contact the customer at this point.
- check and make a note of any information recorded in Household Notes to resolve the failure. For how to do this, use TCM1000067.
If you’ve come to this guidance from TCM0270140, return to that guidance.
If you’ve all the information to resolve the verification failure, go to Step 11.
If you don’t have all the information to resolve the verification failure, go to Step 9.
Step 9
Contact the customer and obtain the information to resolve the failures. Follow the guidance in TCM0094080.
Note: If the guidance instructs you to send a written enquiry to the customer, send form TC664 to the customer to obtain the information needed.
If you have all the information to resolve the verification failure, go to Step 11.
If you don’t have all the information as you’ve had to send a written enquiry, go to Step 10.
Step 10
Transfer the work item to the ‘Unfinalised S17 Verification Failures BF’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- go to Step 18.
Step 11
Resolve the verification failure. Follow the guidance in TCM0076000, TCM0078000 or TCM0080000.
If you have come to this guidance from TCM0270140, return to that guidance
If you haven’t come to this guidance from TCM0270140, go to Step 12.
Step 12
Check if the work item is still on the Unfinalised S17 work list. For how to do this, use TCM1000142.
If the work item is still on the work list with the reason ‘Man Fin’ and you noted an appeal marker in TCM0270100, go to Step 17.
If the work item is still on the work list with the reason ‘Man Fin and Ren’ and you noted an appeal marker in TCM0270100, go to Step 15.
If the work item is still on the work list with the reason ‘VF’, go to Step 13.
If the work item isn’t still on the work list, go to Step 13.
If the work item is still on the work list with the reason ‘Man Fin’ and you didn’t note an appeal marker in TCM0270100, go to Step 14.
If the work item is still on the work list with the reason ‘Man Fin and Ren’ and you didn’t note an appeal marker in TCM0270100, go to Step 16.
Step 13
Check whether the Annual Declaration is reply required or auto-renewal. For how to do this, use TCM1000204.
If the S17 was reply required and you noted an appeal marker in TCM0270100, go to Step 17.
If the S17 was reply required and you didn’t note an appeal marker in TCM0270100, go to Step 14.
If the S17 was auto-renewal and you noted an appeal marker in TCM0270100, go to Step 15.
If the S17 was auto-renewal and you didn’t note an appeal marker in TCM0270100, go to Step 16.
Step 14
Finalise the PY award on the tax credits computer. For how to do this, use TCM1000205
- go to Step 17.
Step 15
Renew CY without finalising PY. For how to do this, use TCM1000018
Note: When the appeal has been resolved, the Appeals team will ‘Finalise’ the PY award.
- go to Step 17.
Step 16
Finalise the PY award and renew the CY award on the tax credits computer. For how to do this, use TCM1000017
- go to Step 17.
Step 17
Check if the work item is still on the Unfinalised S17 work list. For how to do this, use TCM1000142.
If the work item isn’t still on the work list, go to Step 18.
If the work item is still on the work list
- transfer it to the ‘Unfinalised S17 Worked and Cleared’ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- go to Step 18.
Step 18
Following your action
- update Household Notes with the appropriate message - SN15, SN16, SN19 or SN29 from TCM0172060. For how to do this, use TCM1000001
Note: If these Household Notes don’t cover the action you’ve taken, record any additional action using the Renewals & Reminders category.
- take no further action.