Action To Take Before Processing A Claim Or Work Item (Info)
Before you process the claim you are currently working on or
follow the guidance in the Action Guide you are about to use, you
must carry out the actions below, where
appropriate to check whether you can continue to process the claim
you are currently working on or whether the claim should be
referred to another area
Note: You must go through each action in turn and
only move on to the next action if you can continue to process the
claim
Note: If you are dealing with an item on a work
list, use Function MAINTAIN WORKLIST to transfer the work item to
the appropriate
Management Unit. See the
MU Table for the correct MU
number
- Check for Compliance activity. Follow the guidance in
Identifying
Compliance Activity. If there is no Compliance activity and you
are dealing with a
verification
failure or a
change of circumstances, check
for identity fraud. Follow the guidance in
Identity Fraud
- Check if the claim is a
Complex Case or a
European Economic Area (EEA)
case.
If the claim is a Complex Case or
EEA case, refer it to the European Economic Area (EEA)
Team(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
- Check for any entries in the Application Notes field in Function CAPTURE APPLICATION, or Function MAINTAIN HOUSEHOLD NOTES to see if
- The claim is being dealt with by the European Economic Area (EEA) Team (formerly known as the Complex Case Team). If there is an entry, refer the claim to the European Economic Area (EEA) Team at the address above
- The claimants are A2 Nationals or A8 Nationals and you are dealing with a change of circumstances where the claimant is changing jobs or adding children to the claim, where no children had previously existed. If this is the case, refer the claim to the Right To Reside Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
- The claimants are A2 Nationals or A8 Nationals and there is a disputed overpayment on the claim you are looking at. If this is the case, refer the claim to the Disputed Overpayments Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
- The claim is being dealt with by the Tax Credits Quality Assurance Team (formerly known as Service Accuracy Monitoring Team (SAMT)). If there is an entry, contact the team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)to see whether you can continue to process the claim
- There are any messages relating to the claimant’s preferred method of communication. If there are any messages, you must take the appropriate action. For example if the message ‘ NC81 – Claimant’s preferred method of communication is by Typetalk’ is present, follow the guidance in Typetalk
- There are any messages that may affect the action you are going to take. If there are any messages, take the appropriate action as specified in the message. For example, ‘Do not update the address’ from the Internal Governance (Criminal Investigations) Corrections Team (formerly BIO Corrections Team)
- If you are making any changes or corrections to any information held on a claim, confirm that the amendment(s) can be made by first following the guidance in Establish If A Change Can Be Made
Note: Step 1 of the guidance brings you back to this Information page. If you have come to this Information page from the Establish If A Change Can Be Made guidance you can proceed to step 2 of that guidance
