Personal Acting Body, Appointee / Power Of Attorney Or Court Approved: WAM From Contact Centre Or Correspondence (AG)

• If you can continue to follow this guidance, go to step 2

• Request for an appointee and there is no appointee at present, go to step 3
   
• Change to the appointee’s personal details, go to step 8
   
• Change of appointee, go to step 8
   
• Request to end the existing appointee, go to step 6
   
• Form TC228, go to step 7
   
• Form BF56, go to step 9
   
• Power of Attorney or Court Approved, go to step 12

• Already authorised by DWP / DSD, go to step 4
   
• Not already authorised by DWP / DSD, go to step 5

• If they are shown as an appointee

• Ask for a copy of the form BF56 to be faxed or sent to you

Then

• Go to step 10

Note: Continue to make payments directly to the payee held on the computer until the form BF56 is received

• If they are not shown as an appointee, go to step 14

• Yes

• Telephone the DWP / DSD office to check whether appointment proceedings are taking place

And

• Request that a copy of the form BF56 is forwarded once the appointment is approved

Then

• Go to step 10

• No, telephone the proposed appointee

• If you are able to contact the proposed appointee by telephone

• Advise the person they will need to make an appointment at their local DWP, DSD or Job Centre Plus office to apply to be the claimant’s appointee

Note: Advise them they could consider being an Agent or Intermediary. For further information, follow the guidance in Authorisation Of An Agent and Intermediaries / Representatives - Tax Credits Only

Then

• Go to step 10

• If you are unable to contact the proposed appointee by telephone

• Send form TC228 to the appointee

Then

• Go to step 10

• A claimant wishes to end their appointee acting on their behalf, go to step 8
   
• An appointee wishes to end their appointment. Await written confirmation from the appointee, go to step 13
   
• An appointee wishes to end their appointment and they have given details of someone else who wants to act for the claimant. Await written confirmation from the appointee, go to step 13

• If the form TC228 is not signed, return it for the signature and then go to step 10
   
• If the form TC228 is signed, use Function CAPTURE APPLICATION and go to the Summary Information screen to select the No checkbox in the All Signatures Present field

• If you consider that an appointee is appropriate

• Complete and send a form TC912 along with the completed form TC228 to DWP / DSD

Then

• Go to step 10

• If you consider that an appointee is not appropriate

• Contact the person wishing to become the appointee to explain why you do not consider their request to become the appointee is appropriate

Note: Consider if being an agent or intermediary may be more appropriate to the person. If you consider it is more appropriate and the person agrees, the person will need to complete a form 64-8 to be an agent or a form TC689 to be an intermediary
 

Then

• Go to step 14

• Amend their personal details
   
• Cease being the claimant’s appointee
   
• Cease being the claimant’s appointee and they provide details of someone else who wishes to act for the claimant

Or

• If the Contact Centre inform you that the claimant wishes to end the appointee acting on their behalf

• Forward the notification to the Benefit Office that authorised the appointment

Note: Payment must remain unchanged until DWP / DSD reply

Then

• Go to step 10

• The claimant can manage their own affairs, go to step 12

Or

• They provide details of a new appointee, go to step 12

1. Payment must remain unchanged until DWP / DSD reply
    
2. Notification may be sent to you from DWP / DSD if the claimant has gone direct to a DWP / DSD office

• 2 calendar days where the PAB has already been authorised and you have requested form BF56 from DWP / DSD
   
• 14 calendar days from the date you notified DWP / DSD of the change to the appointee’s details
   
• 14 calendar days from the date you requested the Power of Attorney
   
• The date DWP / DSD have made an appointment with the proposed appointee

Note: For more information, follow the guidance in Manual Reminder Cycle

Then

• Go to step 17

• The written confirmation of the change has not been received, telephone the appointee

• Remind them that you cannot make any changes until they send the written confirmation to you

And

• Establish if they still want to end their appointment as the appointee, if applicable

• If they no longer wish to end their appointment as an appointee, go to step 20
   
• If they do wish to end their appointment as an appointee, inform them that they will continue to be the appointee until the notification is received and then go back to step 10

• The form TC228 has not been received from the prospective appointee, telephone the person to establish if they still wish to become an appointee

• If they do still wish to become an appointee

• Tell them they will need to make an appointment at their local DWP, DSD or Job Centre Plus office to apply to be the claimant’s appointee

Then

• Go back to step 10

• If they no longer wish to become an appointee, go to step 12

• Go to the Application Summary screen or the Application screen, whichever one you are taken to
   
• Check the status of the claim that the correction is to be made on. If the status is

• ‘Award Issued’ or ‘Finalised’, go to step 13
   
• ‘Logged’, Partially Captured’ or ‘Awaiting Award’ and the

• PAB has not been authorised or is not appropriate, go to step 16
   
• PAB has been authorised, go to step 17

• Go to the Application Information screen
   
• Check if Appointee is set at ‘Yes’ or ‘No’ in the Other Information field

• If ‘No’ is set and the

• PAB is not authorised or is not appropriate, go to step 20
   
• PAB has been authorised, go to step 15

• If ‘Yes’ is set and the

• PAB is not authorised or is not appropriate, go to step 14
   
• PAB has been authorised, go to step 15

• Use Function AMEND APPLICATION and select the Change of Circumstances option
   
• Go to the Applicant Details screen
   
• Select ‘ApT’ on the toolbar menu. You will be taken to the Appointee screen
   
• Delete the appointee details

• If the payment details also need amending

• Select ‘Pm1’ on the toolbar menu. You will be taken to the Payment Details screen
   
• Amend the payment details
   
• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Go to step 19

• If the payment details do not need amending

• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Go to step 19

• Use Function AMEND APPLICATION and select the Correction option
   
• Go to the Applicant Details screen
   
• Select ‘ApT’ on the toolbar menu. You will be taken to the Appointee screen
   
• Enter the appointee details

Note: When entering the appointee details, the only characters that are valid are

• Alpha characters (A - Z)
   
• Hyphen (-)
   
• Apostrophe (')

Or

• Space

• Enter the reason for the appointee in the Reason field

• If the payment details also need amending

• Select ‘Pm1’ on the toolbar menu. You will be taken to the Payment Details screen
   
• Amend the payment details
   
• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Go to step 19

• If the payment details do not need amending

• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Go to step 19

• Use Function CAPTURE APPLICATION
   
• Go to the Summary Information screen
   
• Select the No checkbox in the All Signatures Present field

Note: Do not capture any appointee details on the Appointee screen. If appointee details have already been captured, delete them

Then

• Go to step 18

• Use Function CAPTURE APPLICATION
   
• Go to the Appointee screen
   
• Enter the details of the PAB

Note: When entering the appointee details, the only characters that are valid are

• Alpha characters (A - Z)
   
• Hyphen (-)
   
• Apostrophe (')

Or

• Space

Note:If any other characters are entered in the Appointee screen, the claim will remain at status ‘Awaiting Award’ until the invalid characters are removed

Then

• Go to step 18

• In Function CAPTURE APPLICATION, go to the Summary Information screen. The Repair Summary field will display the missing information and the Application Notes field will display those errors identified as a result of the Rapid Data Capture (RDC) scanning process

• If the Repair Summary field displays or if there are any error codes in the Application Notes field, go back to step 17
   
• If the Repair Summary field does not display and there are no error codes in the Application Notes field

• Process the claim through to payment

Note: Only process the claim through to payment if the Repair Summary field does not display and if there are no error codes in the Application Notes field. If there are, these will be processed by the team working the ‘Incomplete Applications’ Work List

Then

• Go to step 19

• Enter the date the notification of the change was received
   
• Enter the source of the change, for example telephone or paper
   
• Enter the reason for the change
   
• Click on the [OK] button. The computer will now automatically accept the change of circumstances 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, the changes you are making will re-finalise the claim. You must follow the guidance in Establish If A Change Can Be Made before making any changes

Note: The changes you have made in this function will not be applied until you complete the Amend Finish screen

Then

• Go to step 20

• Pre award, use Function CAPTURE APPLICATION and go to the Summary Information screen to record your actions in the Application Notes field
   
• Post award, use Function MAINTAIN HOUSEHOLD NOTES to record your actions

Note: The message you need to record will be dependant on the route course of action you have taken. For example, if you followed the action in step 2, record the message for the relevant step

• Step 4 - ‘TCMZ APNTEE (name of appointee) confirmed on ADD DWP awaiting BF56. IDT (enter initials)’
   
• Step 10 - 'TCMZ Awaiting Proof of APNTEE (include appointee’s name) BF56 or BF57 from DWP/DSD (state which office and telephone number). IDT (enter initials)’
   
• Step 10 - 'TCMZ Awaiting Proof of APNTEE (include appointee’s name) BF56 or BF57. Telephoned appointee and spoke to them. IDT / (enter initials)’
   
• Step 10 - 'TCMZ Awaiting Proof of Power Of Attorney / Court Approval (include Power of Attorney’s name). IDT (enter initials)’
   
• Step 11 - ‘TCMZ Appointee no longer wishes to end appointment’
   
• Step 13 - ‘TCMZ APNTEE deleted, not required/not authorised (delete as appropriate). IDT (enter initials)’
   
• Steps 16 or 19 - 'TCMZ Proof of APNTEE (include the appointee’s name) BF56 RECD from DWP/DSD. IDT (enter initials)’
   
• Steps 16 or 19 - 'TCMZ Proof of Power Of Attorney (include Power of Attorney’s name) received. IDT (enter initials)’
   
• Step 17 - ‘TCMZ APNTEE letter recd and redirected to (place of redirection). IDT (enter initials)’

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

Then

• Go to step 21

• If a form BF56 has been provided

• Complete a form TC648
   
• Attach it to the form BF56

Then

• Store the forms locally in ring binders (Appointee and Power of Attorney held separately) in a secure locked cabinet