Claimant Has No NINO And Over 2 Months Since Claim Submitted – Enquiry Centre Only (AG)

And, if they have received a form TC154

Ask the claimant if DWP / DSD has contacted them within five weeks of receiving it to arrange an interview

Note: It may be useful to explain to the claimant that the form TC154 tells them that they will receive a letter from DWP / DSD within 5 weeks asking them to attend an interview to prove their identity

• If the claimant has not received a form TC154, go to step 2

• If the claimant has received a form TC154, but they have not been contacted by their local DWP / DSD office within at least 5 weeks of receiving it, go to step 4

• If the claimant has received a form TC154, but 5 weeks have not elapsed since they received it

• Advise the claimant that they must wait at least 5 weeks after the date they received the form

And

• If they have not heard from DWP / DSD after this time they should contact us again. Take no further action

• Select ‘Worklists’ from the toolbar menu

• Select ‘View Linked Work Items’ from the options available. You will be taken to Function VIEW LINKED WORK ITEMS. In this Function

• Enter the partner’s NINO, if there is one

Otherwise

• Enter the claimant’s Forename, Surname and Date of Birth

And then

• Click on the [OK] button. You will be provided with a list showing the work lists that the claim has entries on

• If there is an entry on the ‘Verification Failures’ Work List, go to step 3

• If there is an entry on the 'Incomplete Applications' Work List, follow the guidance in Applications Work List to process the claim.  Take no further action

• Click on the [Cancel] button. You will be taken back to the Function Menu. In the Function Menu

• Select ‘Application’ from the toolbar menu

• Select ‘Verification Failures’ from the options available. You will be taken to Function MANAGE VERIFICATION FAILURES. In this Function

• Enter the partner’s NINO, if there is one

Otherwise

• Enter the claimant’s Forename, Surname and Date of Birth

And then

• Click on the [OK] button

• If the claim has failed verification on rule 1, Applicant Not Matched for the claimant who does not have a NINO or has provided a NINO which cannot be traced or accepted, go to step 4

• If the claim has failed a different verification failure , follow the guidance in Applications Work List to process the claim.  Take no further action

• The claimant’s name, NINO if applicable, and date of birth

• If applicable, the partner’s name, NINO, and date of birth

• The claimant’s full address and postcode

• A contact telephone number (day and evening)

• If applicable, the date the form TC154 was received by the claimant

And

• Any further Information that may affect the progress of the claim

Then

• Fax the IREC STU Call Back form to the Specialist Trace Unit

(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

And then

• Go to step 5

Then

Use Function CAPTURE APPLICATION and go to the Summary Information screen 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 Application Notes