TCM0338240 - Stopping tax credits: award declaration (general): award declaration - manual duplicate annual declaration

Checklist

Before you follow this guidance, make sure you have the correct user roles to follow this guidance.

Background

An Award Declaration could be duplicated when

  • the customer contacts the Tax credits Helpline to finalise
    and
  • the customer sends the Award Declaration for the same period back to Tax Credit Office (TCO), where the Award Declaration is scanned and populates the Unprocessed In Year S17 work list with a reason of ‘Duplicate’.

A duplicate Award Declaration cannot be manually captured in the usual way. This is because an Award Declaration has already been captured for the claim and the computer is not expecting another one.

If an Award Declaration is received for manual capture, but the computer will not allow it, the message ‘There are no outstanding declarations for this household’ will display and the claim will have been finalised.

Guidance

Step 1

If you are dealing with a new duplicate Award Declaration, go to Step 2.

If you are dealing with an expired BF date, go to Step 3.

If you are dealing with a returned TC664, go to Step 2.

Step 2

Access the ‘View IYS17 details’ on the computer. For how to do this use TCM1000621.

Compare the information provided by the customer on the duplicate Award Declaration against the details that were previously provided on the original Award Declaration.

If the information held on the computer is the same as the information provided on the duplicate Award Declaration

  • update Household Notes with the message TI86 from TCM0174020. For how to do this use TCM1000001.
  • take no further action.

If the information held on the computer is not the same as the information provided on the duplicate Award Declaration, go to Step 3.

Step 3

Check the status of the Award Declaration, for how to do this use TCM1000594.

If the status is ‘finalised’ or ‘auto’, go to Step 4

If the status is not ‘finalised’ or ‘auto’, go to Step 5.

Step 4

Check the customers Specified Date. For how to do this use TCM1000590.

If the Specified date has passed, go to Step 7.

If the Specified date has not passed, go to Step 5.

Step 5

Contact the customer by phone to obtain the correct information. For how to do this use TCM0094080.

If you are able to contact the customer by phone to confirm the correct details, go to Step 6.

If you are not able to contact the customer by phone to confirm the correct details

  • send TC664 to the customer asking them to confirm the correct details
  • update Household Notes with the message TI20
  • set a BF date of 14 days
  • take no further action.

Step 6

Amend the details of the original Award Declaration on the computer. For income changes use the function ‘Maintain In Year finalisation’, for how to do this use TCM1000572.

Note: For any other change of circumstances follow the relevant change guidance.

  • update Household Notes with the relevant messages, for how to do this use TCM1000001
  • send any correspondence to storage, for how to do this use TCM0074140
  • take no further action.

Step 7

Check Household Notes to establish whether the customer provided the information before the Specified Date. For how to do this use TCM1000590.

If the customer provided the information by the Specified Date, go to Step 8.

If the customer did not provide the information by the Specified Date, follow the guidance in TCM0342020.

Step 8

Check whether the customer has provided all of the information required to make the change.

If the customer has provided all of the information required to make the change, go to Step 6.

If the customer has not provided all of the information required to make the change, go to Step 5.