Unprocessed Change Of Circs Work List - Address Changes (UK) (AG)

To deal with an ‘Unprocessed Change of Circumstances’ Work List item with a change of address, consider steps 1 - 16 below. The guide is presented as follows

Initial action	Steps 1 - 8
Consider the information	Steps 9 - 10
Contact the claimant	Steps 11 - 13
Amend details	Step 14
Delete item from work list	Steps 15 - 16

Note: You must follow the guidance in Unprocessed Change Of Circs Work List before following these instructions

Initial action

1	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 your change(s) can be made, or if the case needs to be sent to a specialist team If the change(s) can be made And You are dealing with An expired action date, go to step 9 A non–UK address change, follow the guidance in Address Or Work Change To A Country Outside The UK Otherwise Go to step 2
2	Use Function VIEW APPLICATION Enter the claimant’s NINO in the Key Entry Data screen Select the All checkbox Click on the [OK] button. You will be taken to the Application Summary screen If you are taken to the Select Application screen Click on the latest existing claim to highlight it Click on the [OK] button. You will then be taken to the Application Summary screen If you are taken to the Select Version screen Check for a version that shows an ‘Area of Change’ for address (Add) If there is, make a note of the date for the latest address change If there is not or if you are taken straight to the Application Summary screen, then no address change has been made Click on the latest version to highlight it Click on the [OK] button. You will then be taken to the Application Summary screen Make a note of the address of claimant 1 and claimant 2 Then If the claim is post award, go to step 3 If the claim is pre-award, go to step 4
3	Use Function AMEND APPLICATION choosing the Correction option Enter the claimant's NINO in the Key Entry Data screen Select the Latest checkbox Click on the [OK] button. You will be taken to the Applicant Details screen Select 'Household' from the toolbar menu Select 'Details' from the options available. You will be taken to the Household Details screen Check if there is a reason in the Household End Reason field If there is a reason and it is 'Household Breakdown' Make a note of the date in the Household End Date field Then Go to step 7 If there is any other reason or there is no reason shown, for example because there has not been a household breakdown, go to step 6
4	Use Function AMEND APPLICATION, choosing the Change of Circumstances option Enter the claimant’s NINO in the Key Entry Data screen Select the Latest checkbox Click on the [OK] button, the message ‘Details must be recorded on the Free Format screen. Do you wish to proceed?’ Click on ‘Yes’, you will be presented with the Free Format screen Check if there is a message to say the household has ended and the reason why If there is a household breakdown go to step 15 If the household has ended for a reason other than a household breakdown, go to step 11 If there is no message, go to step 5
5	Use Function CAPTURE APPLICATION, selecting ‘Sm’ from the toolbar. Check the Application Summary field for any household end messages If there is no household breakdown message, go to step 11 If there is a household breakdown message, copy and enter the message on the Free Format screen in Function AMEND APPLICATION, then go to step 15
6	Use Function MAINTAIN HOUSEHOLD NOTES to check for an entry indicating that there has been a household breakdown or if another reason has been given, for the reason for the change of address If there is no reason given for the change of address, go to step 11 If there is a reason for the change of address other than household breakdown , go to step 14 If there is an entry indicating a household breakdown, check the household breakdown end date Note the details Then Go to step 7
7	If the household breakdown details were in Function AMEND APPLICATION, go to step 15 Function VIEW HOUSEHOLD NOTES Action the household breakdown. Following the guidance in Family Break Up Then Go to step 8
8	Look at the date of the household breakdown you noted and compare this with the date the address was changed If the date the address was changed is after the date of the household breakdown, go to step 14 If the date the address was changed was before the date of the household breakdown, go to step 11

Consider the information

Use Function VIEW HOUSEHOLD NOTES for post award claims, or Function AMEND APPLICATION in the Free Format screen, for pre-award claims, to check if the information required has been received

Yes, the address details have been received

If the claim is pre-award and there has been a household breakdown, go to step 15

If the claim is pre-award and there has not been a household breakdown, go to step 14

If the claim is post award, go to step 14

No, the address details have not been received, go to step 10

Check household notes or the Free Format screen to see if a reminder has been issued and to which address

Yes, a reminder has been issued to the new address held on the computer, go to step 13

Yes, a reminder has been issued to the old address held on the computer, go to step 15
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 16

Contact the claimant

Use Function VIEW APPLICATION and go to the Additional Information screen to see if a contact telephone number is available for either claimant

If there is a telephone number, go to step 12
If there is no telephone number, go to step 13

Telephone either claimant to obtain the missing information you need to capture the change of address

Follow the guidance in Contacting The Claimant

If you are unable to contact either claimant, go to step 13
If you are able to contact the claimant

And obtain the information you need, go to step 14

But you cannot obtain all the information you need

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 16

You have come from steps 11 or 12, issue form TC664 to the new address held on the computer. Write to the claimant using the wording below

Or

You have come from step 10, issue form TC664 to the old address held on the computer. Write to the claimant using the wording below

We currently have two addresses for you on our records

In the space provided please tell us what your current address is, including postcode and daytime / evening telephone numbers

What was your previous address?

Does your partner [Insert name] live with you at your current address?

If you have answered ‘No’ to the above question, please tell us the date your partner left the household (please include the day, month and year)

Then

Use Function MAINTAIN WORKLIST to set an action date for 14 days in the future

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

Go to step 16

Amend details

Use Function AMEND APPLICATION choosing the Correction option to see if the change is already on the computer. To do this

Go to the Applicant Details screen and check the information held against the information you have noted at earlier steps or been given by the claimant

If the new address details are already held on the computer, go to step 15

If the new address details are not already held on the computer

Amend the details. Follow the guidance in Address Change. Then return to this guidance

And

Go to step 15

Delete item from work list

Delete the item from the work list. Follow the guidance in Deleting An Item From A Work List

Then

Go to step 16

Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Application’ category for post award claims or Function CAPTURE APPLICATION, in the Application Notes field for pre-award claims, to enter the following, where appropriate

‘ NU31 TC664 issued to new/old (delete as appropriate) address to confirm address details’
‘ NU32 No reply to TC664 sent to new/old (delete as appropriate) address, reminder issued’
‘ NU33 Address details amended’
‘ NU35 No response to reminders, Unprocessed COC W / L item deleted. Confirmation of both claimants address required if customer phones CC’
‘ NU36 Unprocessed COC W/L item deleted, address correct’

And

Any other action that you have not already recorded

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

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