Identifying Terminated Unsigned Award Correspondence (AG)

To identify correspondence where the claim has been terminated due to the claimant’s failure to provide a signed award notice, consider steps 1 - 8 below

1	If you Are you dealing with an expired BF date, go to step 7 Have received the documents you requested from storage, go to step 8 Otherwise Go to step 2
2	Does the correspondence mention an appeal, complaint or an overpayment dispute? Yes Send the correspondence to the appropriate team Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken Notes: You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note And also Follow the guidance in Maintain Household Notes Take no further action No, go to step 3
3	Use Function VIEW S17 DETAILS Enter the claimant’s NINO in the Key Entry Data screen Select the All checkbox Click on the [OK] button. You will be taken to the Select S17 Period screen Note: If you are taken to the Select Individual or Select Household screens, use the information in the correspondence to establish which individual or household to select. For example, if the correspondence states that payments have stopped select the latest household, as this will be the one that payments will be made for. Once established, click on the individual or household to highlight it and then click on the [OK] button. You will be taken to the Select S17 Period screen Determine whether a 2005-06 Annual Declaration is shown If no 2005-06 Annual Declaration is shown, go to step 4 If a 2005-06 Annual Declaration is shown, check the Status column If the status is ‘Future Dated Issue’, go to step 4 If any other status is shown, follow the guidance in Identifying Renewals Late Correspondence and then take no further action
4	Use Function VIEW AWARD Enter the claimant’s NINO in the Key Entry Data screen Click on the [OK] button. You will be taken to the Select Award screen Note: If you are taken to the Select Individual or Select Household screens, use the information in the correspondence to establish which individual or household to select. For example, if the correspondence states that payments have stopped select the latest household, as this will be the one that payments will be made for. Once established, click on the individual or household to highlight it and then click on the [OK] button. You will be taken to the Select Award screen Check if there is a date in the Issue Date field for the initial CY version 1 If there is no issue date, click on the next amended version that has an issue date to highlight it. Make a note of the issue date If you are dealing with an expired action date, go to step 7 Otherwise Click on the [OK] button. You will be taken to the Award Summary screen. Go to step 5 If there is a date, click on the initial CY version 1 to highlight it. Make a note of the issue date If you are dealing with an expired action date, go to step 7 Otherwise Click on the [OK] button. You will be taken to the Award Summary screen. Go to step 5
5	On the Award Summary screen, check to see if the version you have selected requires a signature. The version will require a signature if there is A tick in the Unsigned checkbox A date in the Return by field And No date in the Date signature logged field If all of the above are present, the claimant has contacted you about the termination of their unsigned award notice. Go to step 6 If there is a tick in the Unsigned checkbox and there is a date in the Date signature logged field, the signed award notice has already been logged Send the correspondence to storage. Follow the guidance in Preparing And Sending Documents For Storage Take no further action If none of the above are present, the claimant has not contacted you about the termination of their unsigned award notice. Continue with your normal action for dealing with correspondence. Take no further action in this guidance
6	If you are dealing with correspondence where the claimant States their award notice has been returned, but you cannot see that an award has been logged Retrieve the case papers from storage. Follow the guidance in Retrieval Of Casepapers Set a clerical BF for 2 days Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken Notes: You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note And also Follow the guidance in Maintain Household Notes Take no further action Does not state that their award notice has been returned Issue form TC889 to the claimant ensuring you enter the date you noted in step 4, in paragraph 2 of the form Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken Notes: You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note And also Follow the guidance in Maintain Household Notes Send the correspondence to storage. Follow the guidance in Preparing And Sending Documents For Storage Take no further action
7	Have you got the necessary case papers from storage? Yes, go to step 8 No, and you have already requested the case papers from storage twice, go to step 8 No, BF for a further 3 days Note: Only re-set the BF date up to a maximum of 5 days If you receive the case papers within 5 days, go to step 8 If you do not receive the case papers within 5 days Retrieve the case papers from storage again. Follow the guidance in Retrieval Of Casepapers Set a clerical BF for 2 days Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken Notes: You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note And also Follow the guidance in Maintain Household Notes Take no further action
8	Is there a signed award notice within the returned case papers? No, or you have not received the case papers back from storage after requesting them twice Issue form TC889 to the claimant ensuring you enter the date you noted in step 4, in paragraph 2 of the form Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken Notes: You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note And also Follow the guidance in Maintain Household Notes Send the correspondence to storage. Follow the guidance in Preparing And Sending Documents For Storage Yes Complete form TC648 stating that the award notice does not appear to have been logged Attach both the correspondence and the signed award notice to the form TC648 Ask your Manager which team is dealing with logging the returned award notices and then send form TC648 and the attached documents to the relevant team Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken Notes: You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note And also Follow the guidance in Maintain Household Notes Return the other case papers to storage. Follow the guidance in Preparing And Sending Documents For Storage

Home|Main Contents|Manual Contents

Previous Page|Next Page|Top|Menu