It is important that you take the time to review any case
considered ready for closing, to ensure there are no outstanding
matters. Occasionally you may find that an issue identified at the
outset has become overlooked. If it has, and the matter is still
not clear, you should deal with it.
This review is not intended to identify matters that could have been amended but were not taken up at the initial review. You will find it helpful at this point if the caseworker that reviewed the new account ( IHTM08088) has made clear pencil notes against the aspects identified in the initial review of the case. The notes on the File 4 ( IHTM08206) will also indicate how the aspect has been considered. You should not seek to challenge the view of the caseworker that undertook the initial review.
If you see a letter that may be a complaint follow the procedures for handling of complaints/compliments ( IHTM02241) before closing the case.