ECH10015 - Employer Support Team: Management Information

On receipt of a referral the case should be

• registered as a referral on the EST Register and
• allocated to the appropriate EST member.

Referrals to be recorded are

• all written submissions
• telephone calls, emails and faxes requiring further research by EST
• face to face conversations with LC colleagues where further research is required by EST

The information to be recorded on the EST register is the

• employers/customers reference number
• employers/customers name
• source of the referral (the Customer Groups and Team will be required)
• date the referral was received by the EST
• name of the officer the referral was allocated to
• subject matter
• date the referral was returned to the compliance officer who made the referral and the
• outcome

as a minimum.

The EST register must also have a 'notes box' to record any other relevant information, for example where a case has been authorised by the manager to be worked on the team rather than dealt with as a referral.

Guidance on the recording of dispensation work is at ECH10080.