Income And / Or Childcare Sections Of The Claim Form – Telephone Call To Assist The Claimant To Complete (Info)
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The following guidance is for when a claimant has been
identified as needing extra help with the income and / or childcare
parts of the tax credits claim form.
When a claimant telephones to ask for a new claim form, the
helpline will
- Identify the level of help needed
And, if the claimant needs extra help
- Make an appointment in SEES
You must contact the claimant at the arranged time. Make sure
they have their claim form with them.
Note: The claimant can telephone before the
arranged time if they receive their claim form early
During the telephone call you must help the claimant
- To complete their previous year (PY) income and / or their weekly amount of childcare, using the income and childcare calculators within the SEES system
And
- Complete other parts of the claim form if they ask you to
At the end of the telephone call you must tell the claimant
- How to ensure payment of tax credits is not delayed
- What to do when they get their award notice
And
- What they need to do at the end of year renewal stage
If you cannot contact the claimant at the arranged time, you must rearrange the appointment using the SEES Appointment system. If you have not made contact after three attempts, or the claimant has not supplied all the information you need, you must close the SEES Appointment system record
