Address Change (AG)

• If you can continue your action, go to step 2

• Address
   
• House name or number
   
• Postcode
   
• New telephone number, if applicable

• If it is a joint claim, does the change relate to both claimants?

• Yes and you have all the above information, go to step 4
   
• Yes, but you do not have all the above information, go to step 3
   
• No, and the change of address is due to a household breakdown, follow the guidance inFamily Break Up
   
• If it is not clear if the change is for both claimants, go to step 3

• If the change of address is to an address outside the United Kingdom (UK), follow the guidance inAddress Or Work Change To A Country Outside The UK
   
• Note: The Isle of Man and the Channel Islands are not part of the UK or European Economic Area (EEA)

• If you obtain the missing information, go to step 4
   
• If you cannot obtain the missing information, go to step 11

• If you are prompted to make your correction in Function CAPTURE APPLICATION Function, click on the [Yes] button, go to step 6
   
• If the following message ‘Applicant is a Potential Match’ displays, go to step 5

Otherwise

• You will be taken to the Applicant Details screen, go to step 6

• Refer the details to the Pre Award Cluster - Applicant Not Matched Team

Then

• Go to step 18

• Click on the [Address] button. You will be taken to the Address Change screen
   
• Enter the Postcode and House Identifier
   
• Click on the [Quick] button

• If the Address Wizard finds at least 1 match. You will be taken to the Select Address screen, go to step 8
   
• If the message ‘There are no matching addresses’ displays, click on the [OK] button and then go to step 7
   
• If the message ‘There are more than 25 matching addresses’ displays, click on the [OK] button. You will be taken to the Select Address screen, go to step 8

• Enter the full address in the Address field
   
• Enter the postcode in the Postcode field
   
• Click on the [Advanced] button

• If the message ‘There are no matching addresses’ displays

• Click on the [OK] button
   
• Check the address is entered correctly
   
• Click on the [OK] button to accept the address

Then

• Go to step 9

• If the Address Wizard finds at least 1 match. You will be taken to the Select Address screen, go to step 8
   
• If the message ‘There are more than 25 matching addresses’ displays, click on the [OK] button. You will be taken to the Select Address screen, go to step 8

• Displays

• Click on the correct address to highlight it. The address will populate in the Address Details

Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox
 
Then
 
Use Function VIEW HOUSEHOLD NOTES to check for the following messagesNY13, NY14, NY15 or NY16

• If any of these messages are present, refer the case to the Technical Advice Line (TAL) through your Technical Advice Line Liaison officer (TALLO)

Otherwise

• Click on the [OK] button
   
• If the claim is a joint claim you will be prompted to make the change for both claimants
   
• Click on the [Yes] or [No] button, as appropriate. You will be taken to the Applicant Details screen
   
• Go to step 9

• Does not display

• Click on the [Cancel] button. You will be taken back to the Address Change screen
   
• If you have entered the postcode and house identifier and used the Quick address find, go back to step 7
   
• If you have completed the full address and used the Advanced address find, continue with this step
   
• Check the address has been entered correctly

Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox
 
Then
 
Use Function VIEW HOUSEHOLD NOTES to check for the following messagesNY13, NY14, NY15 or NY16

• If any of these messages are present, refer the case to TAL through your TALLO

Otherwise

• Click on the [OK] button
   
• If the claim is a joint claim you will be prompted to make the change for both claimants
   
• Click on the [Yes] or [No] button, as appropriate. You will be taken to the Applicant Details screen
   
• Go to step 9

• If the claimant has supplied a new telephone number, enter it in the Daytime or Evening field, as appropriate

Then

• If you are making your change in Function AMEND APPLICATION , click on the [OK] button and then go to step 10
   
• If you are making your change in Function CAPTURE APPLICATION, select ‘Sm’ on the toolbar and then go to step 12

• Enter the date the notification of the change was received
   
• Select the relevant source, for example, ‘Paper’ from the Source drop down menu
   
• Enter the reason for the change as ‘Designatory’
   
• Click on the [OK] button
   
• Go to step 11

• ‘ NC82 - COC corre re (details), info already on system. Corre rec (DD/MM/YY) from (source) sent to storage’
   
• ‘ NC85 - (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage’
   
• ‘ NC73 - Clmt address changed on system from (old address) to (new address). Corre rec (DD/MM/YY) from (source)’

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

• Go to step 13

• ‘ NC82 - COC corre re (details), info already on system. Corre rec (DD/MM/YY) from (source) sent to storage’
   
• ‘ NC85 - (Form number or letter) not received. 28 day reminder cycle has expired. Case sent to storage’
   
• ‘ NC73 - Clmt address changed on system from (old address) to (new address). Corre rec (DD/MM/YY) from (source)’

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 on the [OK] button

• If the message ‘Application will be processed. Do you wish to proceed?’ displays

• Click on the [Proceed] button
   
• Go to step 13

• If the message ‘The information captured is incomplete. This application will be rejected’ displays

Or

• If the message ‘The information captured indicates that the application maybe ineligible. This application maybe rejected’ displays

• Click on the [Store] button
   
• Go to step 13

• No, go to step 15
   
• Yes

• Complete a form TC649A with the details of the change

• Address
   
• House name or number
   
• Postcode
   
• Date of the change
   
• New telephone number, if applicable
   
• If the claim is a joint claim, does the change relate to both claimants

• Save the form on your desktop
   
• From your Start menu open a standard e-form WAM referral
   
• Enter the claimant's surname in both Taxpayer fields
   
• Select 'Other' in both Work Area fields
   
• Enter the claimants NINO in both the NINO fields
   
• Click on [Attachment] on the e-form
   
• In the Add Attachment box, select 'Look In' [Desktop]
   
• Click on the form TC649A on your desktop to highlight it
   
• Click on [Open]. The attachment will appear on the e-form template
   
• Click on [To] on the e-form template
   
• Select either of the 'Child Benefit Office – WAM’(s) from the Office WAM box
   
• Click on [OK]
   
• Click on [Send]. The WAM referral will be issued to CBO
   
• Delete the form TC649A from your desktop
   
• Go to step 14

• Pre award go to the Summary Information screen to make a note of your actions in the Application Notes field
   
• Post award. Use Function MAINTAIN HOUSEHOLD NOTES to make a note of your actions

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
 
Or
 
Follow the guidance in Maintain Household Notes
 
Then

• Go to step 15

• Use Function VIEW APPLICATION
   
• Go to the Application Information screen
   
• Check if the Special Needs field displays Braille, Audio or Large Print

• If it does, go to step 16
   
• If it does not, go to step 18

• Complete the referral on the Visually Impaired Media Unit intranet site, with your own and the claimant’s details

Then

• E-mail it (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Note: VIMU do not have access to TCO computer records so you must complete all the details fully on the request form, in particular the ‘Requesting Officer’ and ‘Customers’ details

• Go to step 17

• Pre award. Use Function CAPTURE APPLICATION and go to the Summary Information screen to record the following in the Application Notes field

‘ NC79 - Visually Impaired Media Unit notified of claimants change of address’

• Post award. Use Function MAINTAIN HOUSEHOLD NOTES to record the following

‘ NC79 - Visually Impaired Media Unit notified of claimants change of address’
 
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
 
Or
 
Follow the guidance in Maintain Household Notes
 
Then

• Go to step 18