Manual Reminder Cycle (Info)

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When you write to or telephone the claimant or their personal acting body for information, you should set an Action Date of 14 days after the date of the telephone conversation or the issue of the enquiry. This is the date by which you expect to receive a reply.

The manual reminder cycle starts 14 days after the initial enquiry has been sent to the claimant, if you have not already received a reply by that date.

Each work item on a Work List will normally have an Action Date set. These dates can be seen in Function MAINTAIN WORKLIST.

The actions taken for

• Pre award claims should be recorded in the Application Notes field in Function CAPTURE APPLICATION

  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

• Post award claims should be recorded in Function MAINTAIN HOUSEHOLD NOTES

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

When the Action Date is reached, if the information has not been supplied, you must first try to telephone the claimant for the information that you need, before sending a manual reminder.

If you are able to obtain the information, you must

• Enter the information onto the computer. This action will normally remove the work item from the Work List automatically

• For a pre award claim record the information and the date it was received in the Application Notes field on the Information Summary screen in Function CAPTURE APPLICATION

  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

• For a post award claim use Function MAINTAIN HOUSEHOLD NOTES to record the information and the date it was received

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

If the claimant does not respond to the initial enquiry or the manual reminder within 28 days of the initial enquiry, you must attempt to contact the claimant by telephone one more time.

If you are still unable to obtain the information you need, the action you will need to take will depend on the status of the claim at the time, and the information you are trying to obtain.

(This text has been withheld because of exemptions in the Freedom of Information Act 2000)