Claimant(s) Address Changed To A Non-UK Or Non-European Economic Area (EEA) Address (AG)

Before making any changes to the claim, must follow the guidance in Establish If A Change Can Be Made.

• If you are told to return to this guidance

And

• The claimant notifies you of a change of address and the

• Change of address is temporary, go to step 16

Note: For information on temporary absences, follow the guidance in Temporary / Permanent Absence From The United Kingdom

• New address is in the UK, amend the address on the computer. Follow the guidance in Capture Correction and take no further action
   
• New address is in the European Economic Area ( EEA), follow the guidance in Claimant No Longer Lives Or Works In The UK and take no further action
   
• New address is not in the UK or EEA, go to step 2

• Yes, check the correspondence to establish the effective date of the change. If there is

• A date on the correspondence and the date is in the past, go to step 4

• A date on the correspondence and the date is in the future

• Advise the claimant that you are unable to accept the changes and that they must contact the Tax Credit Office again once the change has occurred. Follow the guidance in Contacting The Claimant

Then

• Go to step 16

Note: For more information on what can be accepted as a future dated change of circumstance, follow the guidance in Future Dated Change Of Circumstances

• No date on the correspondence, use the date stamp on the correspondence as the effective date. Go to step 4

• No, go to step 3

• Select the ‘Unprocessed Change Of Circumstances’ 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
   
• Make a note of the Creation Date of the relevant Work List item on a form TC648

Then

• Go to step 5

• Do you have the full address details, including the country

• Yes, go to step 5

• No, telephone the claimant either at home or at work to ask for the new address details, including the country. Follow the guidance in Contacting The Claimant

Note: If you are unable to make international calls. You must ask your manager to arrange for a nominated person to have the international call bar lifted

Note: If this is a joint claim, and the change applies to both claimants, then both addresses must be changed. However if you are unsure that the change applies to both claimants and you have been unable to contact the claimant(s), only amend the details of the one claimant

• If you obtain the new address details, go to step 5

• If you are unable to contact the claimant(s)

• But you know which country the claimant(s) has moved to, go to step 5 to enter the country

• But you do not know which country the claimant(s) has moved to, go to step 6

• Go to the Applicant Details screen for the relevant claimant. If the Signals screen displays, click on the [OK] button and you will be taken back to the Applicant Details screen
   
• Click on the [Address] button. You will be taken to the Address Change screen
   
• Check the address details shown

• If the address details relate to the claimant(s) old address, go to step 7

• If the address details relate to the claimant(s) new address, go to step 8

• Click on the [Address] button. You will be taken to the Address Change screen
   
• Tick the RLS checkbox, if it has not already been ticked. This will set the RLS signal

Then

• Go to step 16

Then

• Go to step 8

• Select ‘History’ from the toolbar menu
   
• Select ‘Normally Live’ from the options available. The History screen will display
   
• If the details in the Country column relate to

• The previous country the claimant resided in, go to step 9

• The new country the claimant resides in, go to step 12

• Click on the entry with the latest Start Date to highlight it
   
• Click on the [Change] button
   
• Go to step 10

• Enter the effective date of the change in the End Date field

Note: If the effective date of the change is in the future, do not process the change. Instead go back to step 2

• Click on the [OK] button. You will be taken back to the History screen
   
• Click on the [New] button. The New screen will display
   
• Go to step 11

• Enter a date one calendar day after the effective date in

• The Start Date field

And

• The Include From field

• Make a note of the date you have just entered in the above fields on a form TC648
   
• Enter the new country the claimant now resides in, in the Country field
   
• Click on the [OK] button. You will be taken back to the History screen where the details of the new country will be shown
   
• Go to step 12

• Click on the [OK] button. You will be taken back to the Applicant Details screen where the Normally Live field will now be set as ‘Other’
   
• Go to step 13

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

• Go to step 14

• The Source field drop down list

And

• The Reason field drop down list

Then

• Click on the [OK] button

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 15

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 15

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display, go to step 15

Note: If you are unsure that the change applies to both claimant(s) and are unable to contact the claimant(s) to clarify, then only amend the details of the one claimant

• Yes, but you have not changed the address details including the country for both claimants, go back to step 4 and repeat the process for the partner
   
• Yes, and you have changed the address details including the country for both claimants, go to step 16
   
• No, go to step 16

• Step 1 - enter details of the claimant(s) temporary address, including the country and contact details

• Step 2 - record the action taken

• Step 3 - enter ‘Unable to deal with future dated change of address, advised claimant to contact us again once change occurred’

• Step 7 - record the attempts you have made to obtain the missing details and all the relevant details that you have

• Step 16 - record the change of details

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

Then

• Go to step 18

• In writing, go to step 19
   
• Any other way, go to step 18

Note: Under no circumstances must you delete any verification failure items for ‘Work’ or ‘Residency Criteria Not Met’ - Rule 12, as these will be dealt with by a Specialist Team

• Take no further action