Manual Reminder Cycle – Pre Award (AG)

To manage the manual reminder cycle pre award, consider steps 1 – 9 below. The guide is presented as follows

Initial action	Steps 1 – 2
Issue reminder	Steps 3 – 8
Reminder already issued	Step 9

Initial action

Use Function MAINTAIN WORKLIST to

Call up the Work List that you want for the appropriate Management unit

Filter the selected Work List so that only those with an Action Date of today or earlier are listed

For more guidance about filtering Work Lists see Filtering And Sorting A Worklist

For each entry on the filtered list, use Function VIEW APPLICATION and check the Notes field on the Application Information screen to see if a reminder for the outstanding information has been issued

If a reminder has not been issued, go to step 3

If a reminder has been issued, go to step 9

Issue reminder

3	Use Function VIEW APPLICATION to Identify the information that you need from the Notes field on the Application Information screen Check if a contact telephone number is available If there is a telephone number, go to step 4 If there is no telephone number, go to step 6
4	Telephone the claimant at the contact number obtained from the computer or from Directory Enquiries. Follow the guidance in Contacting The Claimant If you are able to contact the claimant by telephone, go to step 5 If you are unable to contact the claimant by telephone, go to step 6
5	Ask the claimant for the information you need or remind them to send the enquiry back within the next 14 days. If the claimant Cannot supply the information you need Explain that the decision on their claim will be based on the information already supplied And This may mean a lower award or no entitlement to tax credits. If you still cannot obtain the information you need (This text has been withheld because of exemptions in the Freedom of Information Act 2000), go to step 9 Is able to supply the information you need, use Function CAPTURE APPLICATION to Enter the information you have obtained. Provided you have entered all the information required, the work item will be deleted Enter the date the information was received in the Application Notes field on the Summary Information screen 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 No further action required
6	Send a manual reminder (form TC609) to the claimant
7	Record the issue of the manual reminder. To do this Use Function CAPTURE APPLICATION to update the Application Notes field 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 Then Record your action on the NTC MIS Work Management System
8	Use Function MAINTAIN WORKLIST to amend the Action Date to 14 days after the date the reminder is issued, making sure that the Retained checkbox is ticked If the enquiry is returned within the 14 day period, use Function CAPTURE APPLICATION to Enter the information you have obtained. Provided you have entered all the information required, the work item will be deleted Enter the date the information was received in the Application Notes field on the Summary Information screen 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 No further action required If the enquiry is not returned within the 14 day period, go to step 9

Reminder already issued

If you have not received a reply 14 days after the issue of a reminder, attempt to contact the claimant by telephone one more time to obtain the information you need. Follow the guidance in Contacting The Claimant

If you obtain the information you need, use Function CAPTURE APPLICATION to

Enter the information you have obtained. Provided you have entered all the information required, the work item will be deleted

Enter the date the information was received in the Application Notes field on the Summary Information screen

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

No further action required

If you are unable to obtain the information you need (This text has been withheld because of exemptions in the Freedom of Information Act 2000), the next action you take will depend on

The status of the claim at the time

And

The information you are trying to obtain. For details of the action to take, follow the guidance in the specific Action Guide for the task you are currently undertaking

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