Deleting Details That Should Not Be On The Computer (AG)

Then

• If the changes can be made, go to step 2

• If you have not been provided with all the details required, go to step 3

• If you have been provided with all the details required, go to step 4

• Refer back to the Action Guide where you have established that the details require deletion. This guidance will include steps on how to establish the details

For example:No PC, IS, JSA Or ESA Entitlement or Unprocessed S17 work list - Incompatible

Or, if appropriate

• Contact the claimant by telephone for the missing details you need

Follow the guidance in Contacting The Claimant

• If you obtain the missing details, go to step 4

• If you are unable to contact the claimant by telephone or you cannot obtain the claimants telephone number, send form TC609 to the claimant for the missing details

• If you obtain the missing details, go to step 4

• If you cannot obtain the missing details after following the normal reminder cycle, go to step 11

• If you need to delete a period of child signal history, go to step 6

• If you need to delete a period of any other signal history, go to step 5

• If you need to delete incorrect information held on the computer for the claimant(s) and there is no period of signal history, go to step 7

Note: Follow the guidance in this Action Guides Information page to decide whether there is a period of signal history to delete

• Select the appropriate button on the toolbar that is relevant to the information being deleted. For example, if you need to delete a period of IS History for Applicant 1, select 'Inc1' on the toolbar menu

• You will be taken to the appropriate screen

• Select ‘History’ on the toolbar menu

• Select the appropriate signal from the options available. You will be taken to the History screen for the appropriate signal

• Click on the period of history you wish to delete to highlight it. The [Delete] button will then become enabled

• Click on the [Delete] button

• Click on the [Yes] button when the following message displays ‘Are you sure you wish to delete this entry?’ The period of History will be deleted

• Click on the [OK] button. You will be taken back to the appropriate screen

Note: Use system help for further details on how to delete a history entry

Note: If there are any other periods of history that require deletion, go back to step 4

• Click on the [OK] button

• If you are taken to the Amend Finish screen, go to step 9

• If an error or warning message displays, go to step 8

• Click on the ‘Ch’ button on the toolbar menu. You will be taken to the Child Details screen

• Click on the appropriate child to highlight it

• Click on the [Correction] button. You will be taken to the Correction Child screen

• Select the appropriate signal history checkbox

• Click on the [History] button. You will be taken to the History screen

• Click on the period of history you wish to delete to highlight it. The [Delete] button will become enabled
   
• Click on the [Delete] button

• Click on the [Yes] button when the following message displays ‘Are you sure you wish to delete this entry?’ The period of History will be deleted

• Click on the [OK] button. You will be taken back to the Child Correction screen

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

Note: Use system help for further details on how to delete a history entry

Note: If there are any other periods of history that require deletion, go back to step 4

Note: If you also need to delete information other than child signal history, go to step 7 at this stage

• Click on the [OK] button

• If you are taken to the Amend Finish screen, go to step 9

• If an error or warning message displays, go to step 8

• Go to the relevant screen where the appropriate information is that needs deleting. For example, if you need to delete an income amount, select 'Inc1' or 'Inc2', as appropriate on the toolbar menu

• Click on the relevant entry to highlight it

• Click on the [Delete] button on the keyboard

• Press the [TAB] key on the keyboard

Note: If there are any other periods of history that require deletion, go back to step 4

• Click on the [OK] button

• Click on the [OK] button when the following message displays ‘Income changed S17 not processed’

• If you are taken to the Amend Finish screen, go to step 9

• If an error or warning message displays, go to step 8

• Click on the [OK] button to close the message

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

• Go to step 9

If the message has a circle with a cross inside it, this is an error message. This will prevent you from proceeding. You will need to resolve the error before you can proceed

• Once you have resolved the error, go to step 9

For example

To delete the number of paid jobs in the Number Of Paid Jobs field because the claimant(s) has never worked

• Click on the Number Of Paid Jobs field to highlight it

• Click on the [Delete] button

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

The error message ‘No of jobs greater than zero’ displays. This means that there is period of history with no end date. You will need to take the following action

• Enter a job end date in the Main Employment Details field

• Select ‘History’ on the toolbar menu

• Select ‘Hours Worked’ from the options available. The History screen for the Hours Worked signal will display

• Click on the appropriate period of history to highlight it

• Click on the [Delete] button, unless this is in PY

Note: Use system help for further details on how to delete a history entry

• Click on the [OK] button

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

• Enter the date the notification of the change was received

• Select ‘Paper’ from the Source drop down menu

Note: If the correction has been notified through a Contact Centre select ‘Telephone’ from the Source drop down menu

• Select ‘NTC error’ or ‘Applicant error’, as appropriate from the Reason drop down menu

• Click on the [OK] button

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

If you can make the change

• Click on the [OK] button on the message

Then

• If you have carried out this action as a result of a verification failure, go to step 10
   
• If you have not carried out this action as a result of a verification failure, go to step 11

• 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

If you can make the change

• Click on the [OK] button on the message

Then

• If you have carried out this action as a result of a verification failure, go to step 10
   
• If you have not carried out this action as a result of a verification failure, go to step 11

• 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, then

• If you have carried out this action as a result of a verification failure, go to step 10
   
• If you have not carried out this action as a result of a verification failure, go to step 11

• Click on the verification failure to highlight it

• Click on the [Change Verification] button. You will be taken to the Change Of Status Reason screen

• Enter the reason for the change

• Click on the [OK] button

• Click on the [OK] button

• Select ‘Yes’ when the message ‘Do you wish to proceed?’ displays

Then

• Go to step 11

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

Note: The message you need to record will be dependent on which course of action you have taken. For example, if you followed the action in step 3, record the message for that step

• Step 1 - 'TCMZ Complex Case signal set, details of deletion sent to team xxxxx'

• Step 3 - ‘TCMZ Unable to deal with the Correction relating to deleting the job details as unable to contact the claimant and obtain all the relevant details’

• Step 5 - 'TCMZ Deleted all employment records (including history) for claimant 2 as Mrs Jones has never worked’

• Step 7 - 'TCMZ Deleted the earnings recorded for claimant 2 as Mrs Jones has never worked’

Then

Go to step 12

Follow the guidance in Preparing And Sending Documents For Storage