Unmatched Change Of Circumstances Work List (AG)

To deal with entries on the ‘Unmatched Change Of Circumstances’ Work List, consider steps 1 - 13 below. The guide is presented as follows

Initial action

1	Use Function MAINTAIN WORKLIST Select the ‘Unmatched 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
2	On the redisplayed screen Make a note of the change of circumstances that you want to work from on form TC648 Before making any changes to the claim, you must follow the guidance in Establish If A Change Can Be Made. This is to confirm if the change(s) can be made, or if the case needs to be sent to a specialist team Then If the change(s) can be made, go to step 3
3	Select the change of circumstances option from the Function menu. This will take you to the Function AMEND APPLICATION Enter the NINO into the Key Entry screen
4	Is there a match to a claim? Yes, matched to a claim, take no further action No, go to step 5

Attempt trace

Click on the [Trace] button. You will be taken to Function TRACE CITIZEN

Use Function TRACE CITIZEN to

Enter the details that you have for the claimant and click on the [Search] button. The computer will then search the HM Revenue & Customs (HMRC) databases to try and match the details you have entered with an individual

If that search is unsuccessful, or the claimant(s) shown is not the correct claimant

Click on the [External Search] button. The computer will then search other HMRC databases to try and match the details you have entered with an individual

If this does not provide an exact match to the correct claimant, you must continue to try and trace the individual using other information which has been provided by the claimant, such as the current address, or previous names

Individual found

If the individual you want is found, check the mismatched trace details to see if it is an acceptable match, and then

And

Click on the [OK] button. You will be taken back to Function AMEND APPLICATION where the details for the selected individual will be displayed

Check whether you have all the details to enter the change of circumstances

If you do not have all the information contact the claimant for further details. Follow the guidance in Contacting The Claimant

Individual not found

10	If the individual you want is not found or the mismatched trace details are not acceptable Click on the [Cancel] button. You will be taken back to Function AMEND APPLICATION
11	Telephone the claimant to confirm the personal details to enable you to trace the claim. Follow the guidance in Contacting The Claimant
12	Use Function MAINTAIN HOUSEHOLD NOTES to record the action you have taken 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 Follow the manual reminder cycle. For more information see Manual Reminder Cycle
13	If you Obtain differing personal details attempt to trace these details, go back to step 5 If the personal details are confirmed as being correct, ask the claimant when they submitted the claim If the claim was submitted Within the last 7 days use Function MAINTAIN HOUSEHOLD NOTES and record details of the claim 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 More than 7 days ago advise the claimant to submit a fresh claim for tax credits. Follow the guidance in Invite Fresh Claim