Unprocessed Change Of Circs Work List (AG)

To deal with changes on the ‘Unprocessed Change Of Circumstances’ Work List, consider steps 1 - 33 below. The guide is presented as follows

Initial action	Steps 1 - 2
Sort and filter the Work List	Step 3
Identify if there are further unprocessed change of circumstances	Steps 4 - 7
Claims with multiple unprocessed changes	Steps 8 - 15
Interpreting details of electronic changes	Steps 16 - 17
Information missing	Steps 18 - 20
Consider information / issue reminder	Steps 21 - 22
Apply the changes	Steps 23 - 31
Invite fresh claim	Step 32
Update household notes	Step 33

Initial action

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

Then, if you can continue and

Are dealing with an expired action date, go to step 21

Otherwise

Go to step 2

Use Function MAINTAIN WORKLIST

Select the ‘Unprocessed Change Of Circs’ 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 for that unit

If your manager has asked you to target specific Work List items, go to step 3

If your manager has not asked you to target specific Work List items, go to step 4

Sort and filter the Work List

In Function MAINTAIN WORKLIST

Click on the [Sort Filter] button. The Sort and Filter Worklist Entries screen will display

In the Sort box, select Creation Date from the Worklist Entry by Column name drop down list

In the Filter box, select the appropriate criteria as instructed by your manager, from the Worklist Entry by Column name drop down list

Click on the [OK] button. You will be taken to the Maintain Worklist screen which will display the sort and filtered ’Unprocessed Change of Circumstances’ Work List

Note s:

You must process each Work List item on the sort and filtered list, from first item to last item, as instructed by your manager. Priority must be given to work items that are death related or work list reason ‘CoC’

If a change of address is the reason for the Work List entry, follow the guidance in Unprocessed Change Of Circs Work List - Address Changes (UK)

Go to step 4

Identify if there are further unprocessed change of circumstances

4	In the Maintain Worklist screen, does the Reference column on the first Work List item display a NINO No, go to step 5 Yes Make a note of the NINO on form TC648 And then Go to step 6
5	In the Maintain Worklist screen Click on the Work List item to highlight it Click on the [Details] button. You will be taken to the Worklist Entry Details screen Make a note of the NINO on form TC648. The NINO is the first 9 characters in the Previous field Click on the [Cancel] button. You will be taken back to the Maintain Worklist screen Go to step 6
6	In the Maintain Worklist screen, click on the [Sort Filter] button. The Sort and Filter Worklist Entries screen will display In the Sort box, select ‘Creation Date’ from the Worklist Entry by Column name drop down list In the Filter box Select ‘Reference’ from the Worklist Entry by Column name drop down list And Type the NINO in the From Value and To Value fields Click on the [OK] button. You will be taken to the Maintain Worklist screen which will display the sort and filtered ‘Unprocessed Change of Circumstances’ Work List. This will show you how many unprocessed change of circumstances need to be processed for that particular claim Go to step 7
7	Is there more than one unprocessed change of circumstances to be processed? Yes, go to step 8 No, go to step 9

Claims with multiple unprocessed changes

8	In the Maintain Worklist screen, view each work item for the case individually to identify each change of circumstances that has been notified. To do this Click on the Work List item to highlight it And Click on the [Details] button. You will be taken to the Worklist Entry Details screen Then Make a note of all the changes required on form TC648
9	In the Worklist Entry Details screen, check to see if the entry next to the Applies To field starts with 'E COC'? If it does not, click on the [Cancel] button, and go to step 10 If it does, go to step 16
10	Return to the Maintain Worklist screen and Select ‘File’ on the toolbar menu And Select ‘Next Function’ from the options available. You will be taken to the Select Next Function screen
11	On the Select Next Function screen Select Function AMEND APPLICATION from the options available And Click on the [OK] button. You will be taken to this function
12	In Function AMEND APPLICATION go to the Applicant Details screen where the Signals screen will automatically display Click on the [OK] button in the Signals screen. The Signals screen will disappear and you will be returned to the Applicant Details screen Select ‘View’ on the toolbar menu. Can you select ‘Apply Free Format’ from the options available? No, go to step 14 Yes, select ‘Apply Free Format’ from the options available. You will be taken to the Apply Free Format screen. Go to step 13
13	In the Apply Free Format screen, check to see if the details of the change of circumstances are there. If the details Are there Make a note of the change of circumstances on form TC648 And then Go to step 14 Are not there, go to step 18
14	Use Function VIEW APPLICATION to check the latest version of the claim to establish if any of the changes you have been notified of have already been applied. Have all the changes been applied? Yes, follow the guidance in Deleting An Item From A Work List. Repeat this process for each change you are checking. Take no further action No, go to step 15
15	For each change of circumstances, check to see if you have all the information you need to capture the change If you do not have all the information you need Click on the [Cancel] button And then Go to step 18 If you do have all the information you need, go to step 27

Interpreting details of electronic changes

In the Worklist Entry Details screen make an exact note on form TC648 of the information displayed in the following fields

Applies To

And

Then

Click on the [Cancel] button. You will be taken back to the Maintain Worklist screen

In the Maintain Work list screen, click on the [Cancel] button

Use the Unprocessed Change Of Circumstances Help Card to help you work out what the information in the Previous field means

Make an exact note of what this information means on form TC648

For example: The information you have noted down from the Worklist Entry Details screen is as follows

Applies To: ECOC CEASE PAID EMPLOYMENT

Previous: AB123456A200207052004030301402002070520040303

To work out what the information in the Previous field means

Access the Unprocessed Change Of Circumstances Help Card

Refer to the table headed ‘Cease Paid Employment’

This shows that

The first 9 characters are the claimants NINO (AB123456A)

The next 8 characters are the employment start date (20020705)

The next 8 characters are the employment end date (20040303)

The next 2 characters are the number of paid jobs (01)

The next 2 characters are the total hours worked (40)

The next 8 characters are the hours worked start date (20020705)

The last 8 characters are the hours worked end date (20040303)

Go back to step 14

Information missing

Use Function AMEND APPLICATION and go to the Applicant Details screen to see if a contact telephone number is available for the claimant

If there is a telephone number, go to step 19

If there is no telephone number, go to step 20

Telephone the claimant(s) to obtain the missing information that you need to capture each change of circumstances

Follow the guidance in Contacting The Claimant

If you are unable to contact the claimant(s), go to step 20
If you are able to contact the claimant and

You obtain the information you need, go to step 23

You cannot obtain all the information you need to

Tell the claimant to contact the Contact Centre as soon as possible with the information. The telephone number is 0845 300 3900

Then

Go to step 33

Write to the claimant to obtain the missing information that you need to capture each change of circumstances. Follow the guidance in Contacting The Claimant

Use Function MAINTAIN WORKLIST to set an action date for 14 days in the future for each work list item that has information missing

Note: You must tick the Retained checkbox after entering the action date

Go to step 33

Issue reminder

Check if all the information required has been received

Yes, all the information has been received, go to step 23
No, the information has not been received, check if a reminder has been issued

Yes, a reminder has been issued, go to step 22

No, a reminder has not been issued, use Function MAINTAIN WORKLIST to

Issue a reminder

And

Set an action date for 14 days in the future

Note: You must tick the Retained checkbox after entering the action date

Then

Go to step 33

If the missing information has not been received 14 days after the issue of the reminder, check to see if the change of circumstances is relevant to a family break up or a death

If the change of circumstances is relevant to a family break up or a death, capture the change of circumstances. Follow the guidance in Changes

If the changes of circumstances is not relevant to a family break up or a death

Use Function MAINTAIN HOUSEHOLD NOTES to record that the change could not be processed due to information not being returned

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

Delete the work list item. Follow the guidance in Deleting An Item From A Work List
Link the form TC648 together with any other documents and send to remote storage. Follow the guidance inPreparing And Sending Documents For Storage

Take no further action

Apply the changes

23	Consider if the change is a correction or a change of circumstances. To decide this, follow the guidance in Changes - General If the change is a correction, go to step 24 If the change is a change of circumstances, go to step 27
24	Use Function AMEND APPLICATION choosing the Correction option to see if the change has already been processed. To do this Go to the appropriate screen and check the information held against the information you noted down on the form TC648 that you obtained from the Worklist Entry Details screen in Function MAINTAIN WORKLIST Then Go to step 25
25	Has the change already been processed? No, go to step 26 Yes Follow the guidance in Deleting An Item From A Work List Link the TC648 together with any other documents and send to remote storage. Follow the guidance in Preparing And Sending Documents For Storage Take no further action
26	In Function AMEND APPLICATION Enter the details of all the corrections required on the appropriate screens Click on the [OK] button. You will be taken to the Amend Finish screen Go to step 31
27	Use Function AMEND APPLICATION to check if the details of the change were sent electronically Note: The details will have been sent electronically if you used the Unprocessed Change Of Circumstances Help Card to decode the details of the change If the details of the change were not sent electronically, go to step 28 If the details of the change were sent electronically, go to step 30
28	In Function AMEND APPLICATION on the Applicant Details screen Select ‘View’ on the toolbar menu Select ‘Apply Free Format’ from the options available. You will be taken to the Apply Free Format screen where details of the change of circumstances will be displayed Using the information on the Apply Free Format screen and any other details you may have obtained whilst working the work item Go to each of the appropriate screens in this function and make the required changes. Follow the relevant guidance in Changes
29	When you have made all the required changes Go to the Apply Free Format screen, if you are not already there And Click on the [Applied] button. You will be taken to the Amend Finish screen. Go to step 31
30	In Function AMEND APPLICATION, using the information that you have interpreted using the Unprocessed Change Of Circumstances Help Card and any other details you may have obtained whilst working the work item Go to each of the appropriate screens in this function and make the required changes. Follow the relevant guidance in Changes Then Click on the [OK] button. You will be taken to the Amend Finish screen. Go to step 31 Note: You must make sure all the changes are captured before going to the Amend Finish screen
31	On the Amend Finish screen Enter the date the notification of the change was received Enter the source of the change Indicate whether or not the notification of the change was signed Enter the reason for the change And then Click on the [OK] button. The computer will now automatically accept the change of circumstances and will apply the change from the date the change occurred or the creation date you have entered 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 Delete the ‘Unprocessed Change of Circumstances’ Work List entry. Follow the guidance in Deleting An Item From A Work List Then If the change that you have applied was A gender correction, resulting in a claim from two people of the same sex with entitlement before 05-12-2005, go to step 32 Any other change Link the TC648 together with any other documents and send to remote storage. Follow the guidance inPreparing And Sending Documents For Storage Take no further action 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 Delete the ‘Unprocessed Change of Circumstances’ Work List entry. Follow the guidance in Deleting An Item From A Work List Then If the change that you have applied was A gender correction, resulting in a claim from two people of the same sex with entitlement before 05-12-2005, go to step 32 Any other change Link the TC648 together with any other documents and send to remote storage. Follow the guidance inPreparing And Sending Documents For Storage Take no further action 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 Delete the ‘Unprocessed Change of Circumstances’ Work List entry. Follow the guidance in Deleting An Item From A Work List Then If the change that you have applied was A gender correction, resulting in a claim from two people of the same sex with entitlement before 05-12-2005, go to step 32 Any other change Link the TC648 together with any other documents and send to remote storage. Follow the guidance inPreparing And Sending Documents For Storage Take no further action

Invite fresh claim

Send a claim pack to claimant 1 with a covering letter

Explain in the letter that

Our records show that they have previously claimed tax credits with a partner of the same sex

We are unable to accept joint claims from same sex couples before 05-12-2005, when the Civil Partnership Act came into force

They must complete a further joint claim

Then

Go to step 33

Update household notes

Use Function MAINTAIN HOUSEHOLD NOTES to record your action

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

Link the TC648 together with any other documents and send to remote storage. Follow the guidance in Preparing And Sending Documents For Storage

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