Verification Failures Work List New Claim Identified As Renewals Linked (AG)

Use Function MAINTAIN WORKLIST

• Select the 'Verification Failures' Work List from the drop down list for the Worklist Type field

• Select the office or unit you want from the drop down list for the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List for your MU

• Select a case with an action date of 01-04-200 7 to highlight it

• Click on the [Details] button

• Does ‘Applica’ or ‘Applic/Child’ show at all in the areas of failure?

• No, the Rule 3, 4 or 5 verification failure has been resolved, transfer the work item to the appropriate V erification F ailures Worked and Cleared MU. See the MU Table for the correct MU number. Take no further action

• Yes, go back to the Maintain Worklist screen and make a note of the claimant's NINO and then go to step 2

• Enter the claimant’s NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button

• Is there a note stating 'Good Cause failed'?

• Yes, raise an EARS to get the case cleared by a script and then go to step 9

• No, is there a note stating 'Restore action already taken place'?

• Yes, go to step 3

• No, go to step 4

• Is there an Initial CY award showing after the SOA issued version

• Yes, withdraw the new claim as the existing claim has already been restored. Follow the guidance in Withdrawing A Claim and then go to step 9

• No, go to step 4

• 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 Application Summary screen

Note: If you are taken to the Select Individual screen, check both individuals

• Click on the failed claim to highlight it

• Click on the [OK] button. You will be taken to the Award Summary screen

• Make a note of the claimant and where applicable, both claimants

• Name

• Date of birth

• NINO

• Click on the [Cancel] button. You will be taken back to the Select Individual screen

• Click on the existing claim to highlight it

• Click on the [OK] button. You will be taken to the Award Summary screen

• Make a note of the claimant and where applicable, both claimants

• Name

• Date of birth

• NINO

Note: If the failed claim is a two claimant household, go back to the beginning of this step and repeat this step using the second claimant's NINO

• Compare the details noted. Are the details the same?

• Yes. On the Award Summary screen, make a note of the date in the Received Date field for the new claim and then go to step 5

• No, continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

• 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, look for the latest household prior to the new claim. Once established, click on the individual or household to highlight it and then click on the [OK] button. You will then be taken to the Select S17 Period screen

• Click on the 200 5-200 6 claim to highlight it

• Click on the [OK] button. You will be taken to the Current Position screen

Note: If there is no 200 5-200 6 claim present, continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

• If the Signals screen displays, make a note of any signals set. Are any of the following signals set?

'Compliance'

'Inhibited'

'SCO'

• Yes, these cases are under compliance enquiry and should not be restored. Continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

• No, is the status of the renewal

‘Finalised Actual Full Reply’

‘Finalised Estimate Full Reply’

‘Finalised Actual Managed’

‘Finalised Estimate Managed’

Or

Is there a date in the Received Date field?

• Yes and the Terminated signal is set, make a note of the date in the Received Date field and then go to step 6

• Yes and the Terminated signal is not set, go to step 7

• No and the Terminated signal is set, go to step 6

• No and the Terminated signal is not set, go to step 8

• No and the case is an auto renewal case, continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

• Enter the claimants NINO in the Key Entry Data screen

• Click on the most recent finalised version to highlight it

• Click on the [OK] button. You will be taken to the Applicant Details screen

• Select ‘Household’ on the toolbar menu

• Select ‘Details’ from the options available

• Click on the latest household to highlight it

• Click on the [OK] button. You will be taken to the Household Details screen

• Look at the reason in the Household End Reason field. If the reason is

• System Termination. Is the return date of the Annual Declaration or the date in the Date Received field for the new claim before or within 30 days of the SOA issue date?

Note: Use Function VIEW AWARD and go to the Select Award screen to establish the SOA issue date

• Yes, follow the guidance in Restore A Terminated Renewal

• No, follow the guidance in Good Cause: Renewals

• Any other reason, continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

Note: If you are taken to the Select Individual or Select Household screens, select the individual or household for the existing claim

• Is the renewal on the 'Unprocessed S17' Work List?

• Yes, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option and then go to step 9

• No, continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

Note: If you are unable to contact the claimant by telephone or you are unable to contact them after two attempts, continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

• Explain to the claimant that they should return their Annual Declaration to you

And that

• Failure to do so will result in the termination of their payments and a recoverable overpayment

Does the claimant agree to provide their Annual Declaration details?

• Yes, and the claimant has all the details to hand

• Capture the details. Follow the guidance in Manually Capture Annual Declaration

• Withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option

Then

• Go to step 9

• Yes, but the claimant does not have all the details to hand

• Tell them to telephone the Contact Centre as soon as possible with the details and tell them you are withdrawing their new claim as they have said they will provide the details. The telephone numbers are

0845 3003900 for GB

0845 603 200 for NI

Or

• Tell them they can go to their local Enquiry Centre to provide the details or return their Annual Declaration to you

Then

• Withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option

• Use Function MANAGE FINALISATION and go to the Notice Details screen to extend the 1st Specified Date (1SD) on the renewal by 28 days in the Specified Dates First field

Note: If the 1SD is extended to within 30 days of 2nd Specified Date (2SD), the 2SD will be automatically extended. For more information, follow the guidance in Specified Dates

• Go to step 9

• No

• Explain to the claimant they will have to pay back any money they have received since 06/04/0 6 when their payments are terminated due to the none return of their Annual Declaration

Then

• Go to step 9 and then continue with the normal verification failure process. Follow the relevant guidance in Applications Work Lists

• Whether Good Cause has been accepted or rejected

• Whether the new claim has been withdrawn

• Whether the Annual Declaration details have been provided by the claimant or if they are going to provide them and by what means, that is through the Contact Centre or Enquiry Centre, or by returning the Annual Declaration

• Whether the case has been restored

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