TCM0343020 - Stopping tax credits: miscellaneous: RLS - dealing with a returned In Year S17 notice or non-issue of an IYS17 notice due to RLS

Checklist

Before you follow this guidance make sure

  • you follow the guidance in TCM0138020
  • 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 Index, selecting ‘Roles and Access Process’, selecting ‘Roles and Access Catalogue’ from the related links menu
  • you are in the correct MU. Use TCM0322460 for the correct MU number.

Background

This guidance must be followed when a case is RLS and you have a returned In Year S17 (IYS17) notice or the IYS17 notice has not been issued due to an RLS marker.

Note: From 15 June 2018 some historical NTC notices are no longer available to issue to customers. An unavailable historical notice may be required for an appeal or tribunal, or because the original notice has been lost / damaged, or because another government department has asked for a copy of a notice. The information can only be provided from the customer’s tax credits account, we are unable to send them a duplicate or copy of the original notice.
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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

Check whether the address is still RLS on the computer. For how to do this, use TCM1000510.

If the address is still RLS on the computer, go to Step 2.

If the address is no longer RLS on the computer and you are dealing with a returned IYS17 notice, go to Step 9.

If the address is no longer RLS on the computer and you are dealing with anything else

Step 2

If you are dealing with a returned IYS17 notice, go to Step 4.

If you are not dealing with a returned IYS17 notice, go to Step 3.

Step 3

Check whether the IYS17 notice has been issued. For how to do this, use TCM1000591.

If the IYS17 notice has been issued, go to Step 4.

If the IYS17 notice has not been issued

  • make a note that the IYS17 has not been issued
  • go to Step 4.

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Step 4

Check Household Notes to determine whether a change of address has already been updated. For how to do this, use TCM1000067.

If there is an entry stating that a change of address has been updated and you are dealing with a retuned IYS17 notice, go to Step 9.

If there is an entry stating that a change of address has been updated and you are not dealing with a returned IYS17 notice, go to Step 5.

If there is no entry stating that a change of address has been updated, go to Step 6.

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Step 5

Check and make a note of the date that the IYS17 was issued. For how to do this, use TCM1000591.

If the IYS17 notice was issued after the change to the address was made

  • remove the RLS marker if applicable. For how to do this, use TCM1000429
  • update Household notes with the message XS44 from TCM0176020. For how to do this, use TCM1000001
  • go to Step 11.

If the IYS17 notice was issued before the change to the address was made, go to Step 9.

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Step 6

Use the Access to DWP Data (ADD) system to check for the customers address and make a note of this address.

Note: If ADD is unavailable, check for a new address using Taxpayer Business Service (TBS).

If the address held on ADD is the same as the one on the correspondence or is also the address currently held on the computer, go to Step 8.

If the address held on ADD is different to the one on the correspondence or is more recent than the address held on the computer, go to Step 7.

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Step 7

You will need to update the address on the computer.

Note: In a joint claim you will need to check the address for both customers.

  • update the customers address on the computer and remove the RLS marker. For how to do this, use TCM1000429
  • update Household Notes with the message XS45 from TCM0176020. For how to do this, use TCM1000001
  • go to Step 11.

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Step 8

Check whether the RLS signal box is checked on the computer. For how to do this, use TCM1000105.

If the RLS signal has been set, go to Step 10.

If the RLS signal is not set

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Step 9

You will need to mark the IYS17 as not served on the computer. For how to do this, use TCM1000575

Note: This will prompt the system to reissue a new IYS17 notice with an amended In Year Specified Date.

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Step 10

You will need to enter a today’s date as a manual issue date on the computer. For how to do this, use TCM1000577

Note: This date needs to be entered so that the computer believes that an IYS17 has been issued and will therefore allow finalisation.

  • finalise the claim using the information held. For how to do this, use TCM1000602
  • update Household Notes with the message XS47 from TCM0176020. For how to do this, use TCM1000001
  • go to Step 11.

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Step 11

Check whether the case is still on the Household RLS worklist. For how to do this, use TCM1000409.

If the case is still on the Household RLS worklist

  • access the ‘Household RLS’ worklist. For how to do this, use TCM1000004
  • transfer the worklist item to the deletion MU 249913. For how to do this, use TCM1000023
  • take no further action.

If the case is not on the Household RLS worklist

  • take no further action.