Income And / Or Childcare Sections Of The Claim Form – Telephone Call To Assist The Claimant To Complete (AG)

To help a claimant complete the income and / or childcare parts of their claim form by telephone, consider steps 1 to 31 below. The guide is presented as follows

Initial action	Steps 1 - 7
Identifying help needed	Step 8
Help with childcare costs	Step 9
Help with income amount details	Step 10
Information to be given to the claimant	Step 11
Unable to contact claimant	Step 12
Claimant has not received claim form	Step 13
Claimant does not know their gross PY income details	Step 14
Claimant does not have their claim form with them	Step 15
Claimant does not have their NINO	Step 16
No help given prompts	Step 17
How to rearrange an appointment	Step 18
Claimant has returned their completed form	Steps 19 - 20
Check childcare and income calculations	Steps 21 - 28
Claim form not received	Step 29
No changes to childcare and income	Step 30
Claim rejected	Step 31

Initial action

1	Is the telephone call an outbound or inbound call If the telephone call is outbound, go to step 2 If the telephone call is inbound, go to step 4
2	Try to telephone the claimant on the telephone number(s) provided on the TCO Diary system, accessed through the Folder icon on your desktop Note: If you are able to contact the claimant from the details on the appointment system, check if an interpreter is needed. If an interpreter is needed, contact the interpreter service Big Word. This can be accessed by going to the CBO/TCO homepage / Service Guidance / TCO Guidance / Useful Information / The Big Word – Telephone Translation Service / CBPG11232 If you are able to contact the claimant but they are reluctant to provide their personal details because they are worried that the person ringing them may not be from HM Revenue & Customs (HMRC), go to step 3 If you are able to contact the claimant, go to step 5 If you are unable to contact the claimant, do not leave a telephone number or a message on an answering machine, go to step 12 If the claimant is unavailable to take your call, ask the person you are speaking to when you should ring back and then re-arrange the appointment using the appointment schedule to contact the claimant by telephone at that time, go to step 18
3	Tell the claimant that we need the information if we are to help them with their claim If the claimant is now willing to provide their personal details, go to step 5 If the claimant is not willing to provide their personal details, tell the claimant To complete the claim form and send it by post If they need any help completing the claim form they can contact us on 0845 602 6958 between 9am and 5pm Then Go to step 17
4	Ask why they are telephoning this number Note: If they need an interpreter you will need to contact the interpreter service Big Word. This can be accessed by going to the CBO/TCO homepage / Service Guidance / TCO Guidance / Useful Information / The Big Word – Telephone Translation Service / CBPG11232 If they are ringing because a friend has given them the number Tell them they will need to telephone the helpline on 0845 300 3900 Take no further action If they are ringing to give additional information or they need help completing the claim form, go to step 5 If they are ringing to rearrange their appointment, go to step 18
5	Confirm that the person you are speaking to is the claimant. Do this by asking the person to confirm the following details Note: To confirm the information provided below, follow the guidance in the Access to DWP Data System manual Name NINO Note: If the claimant does not have a NINO accept the other details as verification Note: If the claimant does not have their NINO with them, tell them we cannot continue without their NINO and we will make another appointment, go to step 16 Date of birth And Address, including post code Then Go to step 6
6	If You are satisfied with the answers given, proceed with the telephone call and ask the claimant if they have received their claim form? If the claimant has received their claim form, go to step 7 If the claimant has not received their claim form, go to step 13 You are not satisfied with the answers Tell the person they have not passed our security checks and they should send their claim form by post Then Go to step 17
7	Ask the claimant if they have the claim form with them? If they do have the claim form with them, go to step 8 If they do not have their claim form with them, go to step 15

Identifying help needed

Use the TCO Diary system to check what help the claimant needs

If the claimant needs help in completing their

Childcare only, go to step 9

Income only, go to step 10

Both childcare and income, go to step 9

If the claimant’s details are not on the TCO Diary system and they are ringing for help with another part of the claim form, go to step 11

Help with childcare costs

Tell the claimant you are going to help calculate their childcare costs

Note: Use the SEES childcare calculator to help you calculate the childcare costs

Ask the claimant how many registered or approved childcare providers they use. This information is for you to know how many times you will need to calculate the claimant’s childcare costs

Note: Information on approved and registered childcare providers is on leaflet WTC5 or the notes with the claim form

Ask the claimant how much they actually pay the registered or approved childcare provider(s)

Note: If claimant receives childcare vouchers, we only include the amount the claimant actually pays

Ask the claimant how often they pay this amount
Ask the claimant how many payments they make in the year

Note: School holidays are usually 13 weeks and term time is usually 39 weeks. Check the claimant actually pays for the whole of the school holidays and / or term time

Note: The calculator enables you to calculate up to 4 different frequencies for each provider. You can calculate the childcare costs for up to 5 providers

Tell the claimant to put the largest figure for the childcare costs in part 3.7 of the claim form. If they have a second or third childcare provider, tell the claimant to enter the details and figure(s) on the form TC600A. If they have additional childcare providers the claimant will need to tell us about them on a separate piece of paper, listing the information in the same format as on the form TC600A

If the claimant also needs help calculating their income, go to step 10

If the claimant does not need help calculating their income, go to step 11

Help with income amount details

Tell the claimant you are now going to help them calculate their income figure(s)

Note: Use the SEES calculator to help you calculate the income figure(s)

Ask the claimant if they know how much actual gross income in total they received in the previous tax year from each source of income

If the claimant says they do not know how much actual gross income they received in the previous tax year, go to step 14

If the claimant does know in total how much actual gross income they received in the previous tax year

Go through the SEES income calculator to check the correct income figure(s) given by the claimant as the claimant may not have included deductions from their income

Note: The income calculator will calculate up to 6 employed jobs and will calculate the total figure to be entered on the claim form

Tell the claimant to enter the figure(s) in part 5 of the claim form in the appropriate box(es) and answer ‘No’ at question 5.7 Estimated income

Then

Go to step 11

Information to be given to the claimant

If the claimant needs help completing other parts of the claim form, give them the help required, then tell the claimant

For their claim to be processed quickly, and to avoid delays in receiving payment they must

Complete all the original claim form and return it as soon as possible

Not put the same child or children on both the claim form and the additional pages, form TC600A

Provide full bank or building society account details

And

Sign the claim form, which means both them and their partner if it is a joint claim

The advice given is based on the information they have given us today
They must check their claim form carefully before they send it back to us because they are responsible for the information on the claim form
When they get the award notice and checklist we send them, to read them carefully and get in touch with the helpline straight away if anything on the award notice is wrong or if their circumstances have changed
At the end of the tax year we will write to them about renewing their claim and they need to carefully follow the instructions in the letter. If we need a reply and do not receive one this may stop their payments
End the telephone call

Then

If there are details on the SEES Appointment system, update the Comments box with the details of the telephone call

Select ‘Wrap Up’

Select the appropriate response

Select ‘Save’

Take no further action

Or

If there are no details on the SEES Appointment system, complete form TC648 and send it to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

Unable to contact claimant

If you are unable to contact the claimant at the first attempt, make two further attempts at different times of the day using the SEES Appointment system

If you are still unable to contact the claimant after two further attempts, close the record on the SEES Appointment system. To do this

Update the Comments box with the fact that you have been unable to contact the claimant after 3 attempts

Select ‘Wrap Up’

Select the appropriate response

Select ‘Save’

Select ‘Archive’

Select ‘OK’

Take no further action

If you need to re-arrange an appointment, go to step 18

Claimant has not received claim form

Ask the claimant whether they requested the claim form within the last 10 days

If the claimant requested the form within the last 10 days, rearrange the appointment, go to step 18
If the claimant did not request the claim form within the last 10 days

Tell the claimant to telephone the helpline who will issue them with another claim form

End the telephone call

Update the Comments box with the details of the telephone call

Select ‘Wrap Up’

Select the appropriate response

Select ‘Save’

Select ‘Archive’

Select ‘OK’

Take no further action

Claimant does not know their gross PY income details

Tell the claimant that we need their actual gross income figure for the previous tax year (PY) if they know it

Tell them information on sources of income can be found in the notes that came with the claim form
And they can also get this information from their

Final payslip

P60

Tax return

Self assessment

Employer

And

Any pension certificates

Ask the claimant if they are able to get their actual gross PY income figure

If the claimant will be able to get their gross PY income figure

Make another appointment with the claimant and tell them they will need to have their gross PY income details from all sources of income

Then

Go to step 18

If the claimant cannot get their actual gross PY income figure

Ask the claimant for an estimate of their gross PY income

Note: You will need to go through the SEES income calculator to check the correct income figure(s) given by the claimant as the claimant may not have included deductions from their income. The income calculator will calculate up to 6 employed jobs and will calculate the total figure to be entered on the claim form

Tell the claimant to enter the figure(s) in part 5 of the claim form in the appropriate box and answer ‘Yes’ at question 5.7 Estimated income

Then

Go back to step 11

Claimant does not have their claim form with them

Ask the claimant if they have returned their completed claim form to us

If they have not returned their completed claim form to us

Rearrange the appointment

Tell the claimant they will need their claim form and all the childcare and income details

Then

Go to step 18

If they have returned their completed claim form to us, go to step 19

Claimant does not have their NINO

16	Tell the claimant they can get their NINO from their Payslip P60 National Insurance number card And Any letter from HMRC, the Department for Work and Pensions (DWP) or Jobcentre Plus. In Northern Ireland, the Department for Social Development or Social Security Agency Then Go to step 18

No help given prompts

Tell the claimant for their claim to be processed quickly and to avoid delays in receiving payment they must

Not put the same child or children on both the claim form and the additional pages, form TC600A
Give their correct actual income for the previous year if they know it. They can give an estimate, but this could mean

They may not get all the money they are entitled to

Or

They could build up an overpayment that they have to pay back

Tick only one box at the estimated income question
Give full bank or building society account details
Sign the claim form which means them and their partner if it is a joint claim

And

If they have internet access, they can get more information about avoiding delays at www.hmrc.gov.uk
End the telephone call

Then

Update the Comments box with the details of the telephone call
Select ‘Wrap Up’
Select the appropriate response
Select ‘Save’
Select ‘Archive’
Select ‘OK’
Take no further action

How to rearrange an appointment

Note: Do not rearrange more than 3 appointments for a claimant

Make a note on the SEES Appointment system to say why you have rearranged the appointment

Update the Comments box with this information
Select ‘Wrap Up’
Select the appropriate response
Select ‘Save’
Select ‘Rearrange’
Select the new time and date
Select ‘OK’. This will automatically complete the details for the rearranged appointment
Take no further action

Claimant has returned their completed form

Use Function VIEW APPLICATION to see if the claim has been received

If the claim has been received

Go to the Childcare screen to check if there are any childcare costs on the claim and make a note of these

Go to the Income screen to check if there are any income figures on the claim and make a note of these

Tell the claimant you would like to check that their childcare and / or income figures are correct to make sure they are getting the right amount of money and they have not been under or overpaid

If there is a childcare figure(s) only, go to step 21

If there is an income figure(s) only, go to step 22

If there is childcare and income figures, go to step 21

If there is no childcare or income figures, go to step 20

If the claim has not been received, go to step 29

If the claim has been received and rejected, go to step 31

Tell the claimant there are no childcare or income figures on their claim and ask if this is correct

If the claimant says it is correct, go to step 28
If the claimant says this is not correct ask them to confirm if they have childcare or income figures to be included on their claim

If they have a childcare figure(s) only, go to step 21

If they have an income figure(s) only, go to step 22

If they have childcare and income figures, go to step 21

Check childcare and income calculations

21	Ask the claimant for the actual amount of childcare they pay Note: Use the SEES eligibility calculator to help you calculate the childcare costs If the weekly childcare costs is not the same as that held on the tax credits computer Make a note of the new childcare costs Then Ask the claimant whether they have income for the previous tax year? If they do have income for the previous tax year, go to step 22 If they do not have income for the previous tax year, go to step 23 If the weekly childcare costs is the same as that held on the tax credits computer Take no further action on the childcare costs Ask the claimant whether they have income for the previous tax year? If they do have income for the previous tax year, go to step 22 If they do not have income for the previous tax year, go to step 30
22	Ask the claimant how much actual gross income they received in the previous tax year from each source of income Note: Use the SEES eligibility income calculator to help you calculate the income and take into account any deductions from the income If the income figure(s) is not the same as that held on the tax credits computer Make a note of the new income figure(s) Then Go to step 23 If the income figure(s) is the same as that held on the tax credits computer, take no further action on the income If the childcare costs need correcting, go to step 23 If the childcare costs do not need correcting, go to step 30
23	Tell the claimant the figures you have calculated for their childcare and / or income are different from those on the claim form and you will correct these for them Then Use Function VIEW APPLICATION to check the status of the claim If the claim is pre award, go to step 24 If the claim is post award and there are Changes to the childcare costs only, go to step 25 Changes to the income only, go to step 26 Changes to the childcare costs and income, go to step 25
24	Use Function CAPTURE APPLICATION to make the corrections to the claim If a message displays in the Applicant Details screen that either or both claimants are potential matches and you are correcting the income or childcare figures Make the correction to the appropriate claim Then Go to step 28 If no message displays in the Applicant Details screen stating that either or both claimants are a potential match Make the correction to the appropriate claim Then Go to step 28
25	Use Function AMEND APPLICATION, choosing the Correction option to change the childcare costs. To do this Go to the Applicant Details screen Select ‘CC’ on the toolbar menu. You will be taken to the Childcare Details screen Click on the childcare provider that the change relates to, to highlight them Click on the [Change] button. The Change Childcare Provider screen will display Click on the appropriate year the change relates to, to highlight it Click on the appropriate costs to highlight them Click on the [Change] button Enter the correct weekly childcare costs you have calculated in the Weekly Cost field Click on the [OK] button. You will be taken back to the Change Childcare Provider screen Click on the [OK] button. You will be taken back to the Childcare Details screen Then Consider if there are any income changes which need to be applied before going to the Amend Finish screen Note: Do not complete the Amend Finish screen until after you have made all the changes If there are income changes which need to be applied, go to step 26 If there are no income changes which need to be applied Click on the [OK] button. You will be taken to the Amend Finish screen Go to step 27
26	In Function AMEND APPLICATION, go to the Income screen Enter the income details for the appropriate tax year in the Earnings field. Enter the income for both claimants in a joint claim If the income provided is Estimated, select [E] from the drop down menu Actual, select [A] from the drop down menu Click on the [OK] button. You will be taken to the Amend Finish screen Notes: If the [OK] button is not available, make the changes on the Income screen and then navigate to another screen and click on the [OK] button on that screen There may already be System Estimated [S] figure(s) held on the computer. These must be updated with the estimated figures supplied by the claimant If you are correcting an income amount which was captured in error, for example entered in the Self Employed Income field instead of the Earnings Income field, delete the amount that was entered in error, returning it to a blank field. Do not replace the figure with zero. Then enter the amount in the correct field, selecting the appropriate status Go to step 27
27	On the Amend Finish screen Enter the date the notification of the change was received Enter the source of the change, for example telephone Enter the reason for the change as ‘Correction’ Click on the [OK] button. The computer will now automatically accept the change and will apply the change at the effective date Note: If the message ‘The year(s) you are changing has been finalised EOY do you wish to proceed?’ displays, click on the [Yes] button Go to step 28
28	If you have Updated the claim, tell the claimant You have updated their claim and they will be sent an award notice as soon as possible When they get the award notice, to check it carefully and get in touch with the helpline straight away if anything on the award notice is wrong, missing, incomplete or if at any time their circumstances have changed At the end of the tax year we will ask them to renew their claim We will send them a renewal pack, which will tell them how to renew their tax credits If they do not renew their claim, their payments will stop and they will have to pay back any money paid to them after the end of the tax year End the telephone call Then Use Function CAPTURE APPLICATION, if the claim is pre-award or Function MAINTAIN HOUSEHOLD NOTES if the claim is post award 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 Application Notes, if the claim is pre award Or Follow the guidance in Maintain Household Notes, if the claim is post award Update the Comments box on the SEES Appointment system with the details of the telephone call Select ‘Wrap Up’ Select the appropriate response Select ‘Save’ Take no further action If you have not updated the claim, tell the claimant When they get the award notice, to check it carefully and get in touch with the helpline straight away if anything on the award notice is wrong, missing, incomplete or if at any time their circumstances have changed At the end of the tax year we will ask them to renew their claim We will send them a renewal pack, which will tell them how to renew their tax credits If they do not renew their claim, their payments will stop and they will have to pay back any money paid to them after the end of the tax year End the telephone call Then Use Function CAPTURE APPLICATION, if the claim is pre-award or Function MAINTAIN HOUSEHOLD NOTES if the claim is post award 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 Application Notes, if the claim is pre award Or Follow the guidance in Maintain Household Notes, if the claim is post award Update the Comments box on the SEES Appointment system with the details of the telephone call Select ‘Wrap Up’ Select the appropriate response Select ‘Save’ Take no further action

Claim form not received

Tell the claimant

Their claim has not been registered with us yet
If they do not hear from us within two weeks they should telephone the tax credits helpline
When they get the award notice, to check it carefully and get in touch with the helpline straight away if anything on the award notice is wrong, missing, incomplete or if at any time their circumstances have changed
At the end of the tax year we will ask them to renew their claim
We will send them a renewal pack, which will tell them how to renew their tax credits
If they do not renew their claim, their payments will stop and they will have to pay back any money paid to them after the end of the tax year
End the telephone call

Then

Update the Comments box on the SEES Appointment system with the outcome of the telephone call
Select ‘Wrap Up’
Select the appropriate response
Select ‘Save’
Take no further action

No changes to childcare and income

Tell the claimant

The figures you have calculated match those on their claim
When they get the award notice, to check it carefully and get in touch with the helpline straight away if anything on the award notice is wrong, missing, incomplete or if at any time their circumstances have changed
At the end of the tax year we will ask them to renew their claim
We will send them a renewal pack, which will tell them how to renew their tax credits
If they do not renew their claim, their payments will stop and they will have to pay back any money paid to them after the end of the tax year
End the telephone call

Then

Use Function CAPTURE APPLICATION, if the claim is pre-award or Function MAINTAIN HOUSEHOLD NOTES if the claim is post award 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 Application Notes, if the claim is pre award

Or

Follow the guidance in Maintain Household Notes, if the claim is post award

Update the Comments box on the SEES Appointment system with the details of the telephone call
Select ‘Wrap Up’
Select the appropriate response
Select ‘Save’
Take no further action

Claim rejected

In Function VIEW APPLICATION, go to the Application Summary screen and click on the [Reason] button to establish the reason for the rejection of the claim

Note: Do not make a note on the rejected claim because this will resurrect the claim

If there is a reason for rejection, tell the claimant the reason for their claim being rejected

If the claimant is happy with the reason

End the telephone call

Update the Comments box on the SEES Appointment system with the details of the telephone call

Select ‘Wrap Up’

Select the appropriate response

Select ‘Save’

Take no further action

If the claimant is not happy with the reason, tell the claimant to telephone the helpline on 0845 300 3900 to request another claim form

End the telephone call

Update the Comments box on the SEES Appointment system with the details of the telephone call

Select ‘Wrap Up’

Select the appropriate response

Select ‘Save’

Take no further action

If there is no reason for rejection, tell the claimant to telephone the helpline on 0845 300 3900 to request another claim form

End the telephone call

Update the Comments box on the SEES Appointment system with the details of the telephone call

Select ‘Wrap Up’

Select the appropriate response

Select ‘Save’

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