Claimant Requests Progress Of Claim (AG)

If you receive a request for progress on their tax credit claim, consider steps 1 - 13 below. The guide is presented as follows

Initial actionStep 1
Request on telephone or during an interviewSteps 2 – 6
Request in writingSteps 7 – 13


click here to return to topInitial action

1If the request for progress of the claim is
  • During a telephone conversation or interview go to step 2
  • In writing, go to step 7

click here to return to topRequest on telephone or during an interview

2Verify the identity of the caller. Follow the guidance in Confirm Identity
  • If you are able to verify the caller go to step 3
  • If you are unable to verify the caller tell them that you are unable to provide any information until they can prove they are the claimant and take no further action
3Ask the claimant for the minimum information if you do not already have it available
4Use Function VIEW APPLICATION to
  • Find the claim in question and the status of that claim

If the status is Partially Captured

  • Go to the Application Information screen and check the Notes field to see what information is outstanding and been requested
5Advise the claimant of the status of the claim and ask for any missing information
6Use Function CAPTURE APPLICATION to capture the information supplied and make a note of the information supplied 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


click here to return to topRequest in writing

7If the claim is in writing check if the letter provides the minimum information
8If you do not have the minimum information
  • Use Function TRACE CITIZEN to find the individual
9If you
  • Do not trace the individual
  • If you have a telephone number for the claimant go to step 10
  • If you do not have a telephone number but you have an address go to step 11
  • If you do not have a telephone number or an address discard the request in confidential waste and take no further action
  • Trace the individual go to step 12
10If you have a telephone number
  • Telephone the claimant for the missing information

When telephoning the claimant follow the guidance in Contacting The Claimant

11If you have an address
  • Write to the claimant for the missing information using form TC609
12When you have the minimum information
  • Use Function VIEW APPLICATION to
  • Find the claim in question and the status of that claim

And if the status is Partially Captured

  • Go to the Application Information screen and check the Notes field to see what information is outstanding and been requested
13Advise the claimant either by telephone or in writing using a form TC609 as appropriate of
  • The status of the claim
  • Details of the missing information



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