DWP / DSD Fast Track Claims (AG)

• The claim has been submitted through the e-portal, check whether there is a claim held on the computer

• Use Function VIEW APPLICATION

• Enter the claimant’s NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button

• If there is a new claim held on the computer, go to step 2

• If there is no claim held on the computer or the claim has ceased, then the TCFT1 will be reporting a new claim, go to step 2

• If there is a current claim held on the computer, then the TCFT1 is reporting a change of circumstances

• Use Function MAINTAIN HOUSEHOLD NOTES to enter the following

‘TCMZ Fast Track Pro-forma received DD/MM/YY, Team (enter contact details)’

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

• Go to step 21

• The e-portal is unavailable and the TCFT1 is accompanied by

• A claim form, go to step 6

• A form TC649 notifying you of a change of circumstances and the claimant is already in receipt of tax credits

• Use Function MAINTAIN HOUSEHOLD NOTES to enter the following

‘TCMZ Fast Track Pro-forma received DD/MM/YY, Team (enter contact details)’

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

• Go to step 21

• Pre award, use Function CAPTURE APPLICATION and go to the Summary Information screen to enter the following in the Application Notes field

‘TCMZ Fast Track Pro-forma received DD/MM/YY, Team (enter contact details)’

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

• Post award, use Function MAINTAIN HOUSEHOLD NOTES to enter the following

‘TCMZ Fast Track Pro-forma received DD/MM/YY, Team (enter contact details)’

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

• Where there is no current claim on the computer check on a daily basis for receipt of the claim

Note: This action will be necessary in cases where the claim is held in a batch queue from the e-portal

• If the claim is not received 4 days after the date on the TCFT1, go to step 23

• If the claim is received, use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the claim status is

• ‘Partially Captured’ or ‘Awaiting Award’, go to step 8

• 'Award Issued' and there is a new claim to IS / JSA (IB) / income-related ESA (IR), check whether the claim has been awarded from the date the IS / JSA (IB) / ESA (IR) claim commenced

Note: ESA start or end dates cannot be earlier than 27/10/2008

Note: Backdating of CTC can be considered providing no child premia has been paid for the same period. Follow the guidance in Backdating Claims Where Benefit Interest Is Present

• If the claim has been awarded from the date the IS / JSA (IB)  / ESA (IR) claim commenced, go to step 15

• If the claim has not been awarded from the date the IS / JSA (IB)  / ESA (IR) claim commenced, consider whether a clerical payment calculation is appropriate. Follow the guidance in TCO Clerical Calculation For Fast Track (CTC) Cases Post 06/04/04 and then go to step 15

• ‘Award Issued’, the claimant has come off IS / JSA (IB)  / ESA (IR) and has increased their hours or commenced employment, check if the hours or work start date on the computer matches that on the TCFT1

• If the date matches, go to step 15

• If the date does not match, go to step 3

• Enter the claimant's NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button and go to the Work Details screen of the claimant for whom the off benefit and into work details are entered on the TCFT1. Do this by selecting either 'Wk1' or 'Wk2', as appropriate from the toolbar menu

• Correct the work start date. Follow the guidance in Correcting Signals History Start And End Dates

• Set a clerical BF for 24 hours to allow the correction to process

Then

• Was the actual start date on the TCFT1 prior to the date on the computer

• Yes, go to step 15

• No, if the actual start date is after the date on computer, amending the date on the computer may cause a nil award as entitlement will not have existed on the date the computer assessed eligibility. To check for this, go to step 4

• Enter the claimant’s NINO in the Key Entry Data screen

• Select the All checkbox

• Click the [OK] button. You will be taken to the Select Award screen

• Click on the award version which was created by the change to the work start date to highlight it

• Click on the [OK] button. You will be taken to the Award Summary screen

• Click on the [View Calculation] button. You will be taken to the View Calculation screen

• Check if there is nil entitlement due to the change in entitlement date. This can be identified by no entries displaying in the Tax Credit Type field and 0.00 entries in the Calculation For Selected Tax Credit field. Has the change resulted in nil entitlement

• No, go to step 15

• Yes, go to step 5

Recapture the details of the original genuine claim

Use Function CAPTURE APPLICATION

• Recapture a new, clean claim entering the details from the screen prints you took earlier. Follow the guidance Capture Application

• Ensure that when entering the work start date that you enter the actual start date from the TCFT1

• Go to the Summary Information screen and enter the following in the Application Notes field

‘TCMZ Fast Track Proforma received DD/MM/YY, Team (enter contact details)'

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

Then, once all the information has been captured

• Click on the [OK] button

• Click on the [Process] button

• BF for 24 hours

Then

• Go back to step 2 to check the status of the claim

Note: Step 9 of the guidance Capturing A New Claim will direct you to amend the date received to the date stamped on the claim form. You must however use the date on the TCFT1 which indicates the date at which the claim would have been submitted if the e-portal had been available

• Once all the information has been captured, go to the Summary Information screen

• Enter the date the claim would have been submitted, that is on the TCFT1 in the Date Application Received field

• Enter the following in the Application Notes field

‘TCMZ Man/C Fast Track claim DD/MM/YY, Fast Track pro-forma received DD/MM/YY, Team (enter contact details)’

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

• Check that the new received date in the Date Application Received field matches the effective date of the claim or the date the work started date provided on the TCFT1 as this date may need amending later on in this guidance to ensure the award commences from the correct effective date

Example

Claim captured 20/12/05

Date Application Received field automatically set as 20/12/05

Application Effective Date field automatically set as 20/12/05

Date in the Application Received Date field changed to 18/12/05

Date in the Application Effective Date field automatically changes to 18/12/05

TCFT1 indicates that the claimant is entitled from 16/12/05 (this date will be shown either by an effective date of claim being entered for a CTC claimant or by the date the work started for a WTC claimant)

• Check whether the date in the Date Application Received field is the same as the effective date of claim or the date started work date provided on the TCFT1

• If the date is different, go to step 9 to amend the effective date or the job start date on the computer, as appropriate

• If the date is the same, go to step 7

• If you have all the necessary information, process the claim as normal. As there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List

• BF for 24 hours

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the status of the claim is

• ‘Awaiting Award’, go to step 10

• ‘Award Issued’, go to step 15

• If any information is missing, using the details provided on the TCFT1 contact the Jobcentre Plus (JCP) / Jobs and Benefits & Social Security Agency (SSA) advisor to obtain the missing information

Note: If the contact details of the JCP / SSA advisor are not available or they are unable to provide you with the missing information, contact the claimant by telephone for the information. Follow the guidance in Contacting The Claimant

• If you are unable to contact the JCP / SSA advisor or the claimant by telephone, go to step 12

• If you obtain the missing information, process the claim as normal. As there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List

• BF for 24 hours

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the status of the claim is

• ‘Awaiting Award’, go to step 10

• ‘Award Issued’, go to step 15

Note: Pension Credit (PC) was formally known as Minimum Income Guarantee (MIG). The Income screen still shows a MIG field. This field should be used whenever it is appropriate to capture the PC marker

• Use Function VIEW APPLICATION and go to the Application Summary screen

• If the claim is a new claim to CTC, check in the Application box to see whether the date in the Date Received field is the same as the effective date of claim provided on the TCFT1

• If the date is different, go to step 9

• If the date is the same, go to step 10

• If the claim is a new claim to WTC, check the Work screen to see if the job start date shown in the Job Start Date field is the same as the date started work date provided on the TCFT1

• If the date is different, go to step 9

• If the date is the same, go to step 10

• For CTC only claims, go to the Summary Information screen and amend the date in the Application Effective Date field to the same date as the effective date of claim provided on the TCFT1. Follow the guidance in Backdating Claims Where Benefit Interest Is Present

• Enter the following in the Application Notes field

‘TCMZ Effective date amended to same date as IS/JSA entitlement’

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

Then

• Go back to step 7

• For WTC claims, go to the Work Details screen and check whether the job start date in the Job Start Date field matches the date provided on the TCFT1

• If it does match, there is no need to amend any further dates, go back to step 7

• If it does not match

• Amend the date in the Job Start Date field to the same date as the date started work date provided on the TCFT1

• Enter the following in the Application Notes field

‘TCMZ Job start date amended to job/hours (enter as appropriate) start date on TCFT1’

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

Then

• Go back to step 7

• If there is a work item on the 'Incomplete Applications' Work List, go to step 11

• If there is a work item on the 'Verification Failures' Work List, go to step 13

• If a 'Compliance Failure' Work List item displays

• Follow the guidance in Compliance Activity On Verification Failures

• Set a clerical BF of 14 days to check whether the failure has been resolved and then continue to follow the guidance in Compliance Activity On Verification Failures

Then, once the failure has been resolved

• Go to step 13

Note: If the contact details of the JCP / SSA advisor are not available or they are unable to provide you with the missing information, contact the claimant by telephone for the information. Follow the guidance in Contacting The Claimant

• If you are able to obtain the missing information

• Capture the missing information and process the claim as normal. As there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List

• BF for 24 hours

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the claim status is

• 'Awaiting Award', go back to step 10

• 'Award Issued', go to step 15

• If you are unable to contact the JCP / SSA advisor or the claimant by telephone, go to step 12

• Note the front of the form TC609 in RED with ‘Fast Track Team’ to ensure that it is easily identified and correctly redirected to the Fast Track team

• In Function CAPTURE APPLICATION, go to the Summary Information screen, if you are not already there to record your actions in the Application Notes field

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

• Use Function MAINTAIN WORKLIST to set an action date of 5 days on the 'Incomplete Applications' Work List, making sure the Retained checkbox is ticked

• Set a clerical BF for 5 days using form TC648. Include details of the missing information required from the claimant. (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

• If the missing information is received within the 5 day BF period

• Capture the information and process the claim as normal. As there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List

• BF for 24 hours

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the claim status is

• 'Awaiting Award', go back to step 10

• 'Award Issued', go to step 15

• If the missing information is not received within the 5 day BF period, telephone the claimant again to obtain the missing information, and if necessary send a reminder form TC609. Follow the guidance in Manual Reminder Cycle

• If the missing information is obtained within the normal reminder cycle, capture the information and process the claim as normal. As there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List, BF for 24 hours

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the claim status is

• 'Awaiting Award', go back to step 10

• 'Award Issued', go to step 15

• If the missing information is not obtained within the normal reminder cycle

• Use Function CAPTURE APPLICATION and go to the Summary Information screen to enter the following in the Application Notes field

'TCMZ No response to Fast track Team enquiries. Claim stored. Follow usual action for processing Incomplete work items'

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

• Click on the [Store] button

• Use Function MAINTAIN WORKLIST to set an action date of 14 days on the 'Incomplete Applications' Work List, making sure the Retained checkbox is ticked

• Take no further action

Note: GPP cases can be identified as the TCFT1 will be noted at the top in red 'GPP claim'

• If the claim is a GPP case, go to step 14

• If the claim is not a GPP case

• Resolve any verification failures by following the relevant guidance in Applications Work Lists

Note: If the verification failure is Child Not Matched and the claimant does not have a Child Benefit Reference number, using the details provided on the TCFT1 contact the JCP / SSA advisor to ask whether they can assist in providing proof of the child’s identity. If the advisor is unable to assist, follow the guidance in Child Not Matched

• Set a clerical BF for 24 hours

Then

• After the 24 hour BF period, use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim

• If the status of the claim becomes 'Award Issued', go to step 15

• If the claim is rejected, send the documents to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• Applicant Not Matched. Follow the guidance in Applicant Not Matched

• If you are unable to match to the claimant's NINO, attempt to match again twice daily for 3 days

• If you still cannot match by the 3rd day, in the Additional Information box of the CA8288 write

'GPP Case unable to trace NINO please arrange for a Temporary Tax Credit Reference Number (TTCRN) to be allocated urgently'

• If you are able to match to the claimant's NINO and once the GPP failure is resolved

• Set a clerical BF for 24 hours

• After the 24 hour BF period, use Function VIEW APPLICATION and go to the Application Summary screen to confirm that the claim status is 'Award Issued'

Then

• Go to step 15

Note: Once the Applicant Not Matched verification failure has been resolved, it is possible that the claim will then have a new verification failure of Child Not Matched created. You must continue to follow the guidance in the rest of this step to resolve the new verification failure before proceeding

• Child Not Matched. Manually verify the failure by following the relevant guidance in Child Not Matched: Pre- Award Claims or Child Not Matched: Post Award Claims

Then, once the GPP failure is resolved

• Set a clerical BF for 24 hours

• After the 24 hour BF period, use Function VIEW APPLICATION and go to the Application Summary screen to confirm that the claim status is 'Award Issued'

Then

• Go to step 15

• If CY income has been provided on the TCFT1 by a JCP or SSA office, go to step 18

• If CY income is noted on form TC649, go to step 18

• If none of the above apply, is the claim a CTC only claim

• Yes, has a change of circumstances been noted on a form TC649

• No, go to step 17

• Yes, go to step 21

No, go to step 16

• Use Function VIEW LINKED WORK ITEMS

• Check whether there is an entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income. Follow the guidance in Unprocessed Change Of Circumstances Work List

• If there is an entry relating to CY income, go to step 18

• If there is no entry relating to CY income, has a change of circumstances been noted on a form TC649

• Yes, go to step 21

• No, go to step 17

• If payment has been issued, send any documents to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• If no payments have been issued. Set a clerical BF for 5 working days. Check on the 5th day to confirm whether the payment has been issued

• If payment has been issued, send any documents to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• If no payments have been issued

• Follow the guidance in Calculating And Scheduling Manual Payments In TCO

• Send the Schedule Of Payments to the Database Team

• Use Function MAINTAIN HOUSEHOLD NOTES to record the actions 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

• Send any documents to storage. Follow the guidance in Preparing And Sending Documents For Storage

• Take no further action

• If the income has already been changed

• Cancel out of Function AMEND APPLICATION and if the ‘Unprocessed CoC’ signal displayed

• Check whether the entry relates to CY income and if it does, delete the work list item. Follow the guidance in Unprocessed Change Of Circs Work List

Then

• Go to step 20

• If the income has not been changed

• Enter the CY income figure(s) in the CY income fields

Then, when you have made all the required changes

• Go to step 19

Notes:

1. Do not delete the PY income figures. Where the CY income for one of the claimants is nil, you must enter 0.00. Do not leave the field blank. Follow the guidance in Income Changes

2. When entering a monetary amount, you must enter a full decimal figure. For example, 300.00, not 300

3. Always check the Work Details History screen for any overlapping periods of employment or hours worked. If there are any overlapping periods, obtain the correct details and amend the dates accordingly

4. For information about making income changes, follow the relevant guidance in the Income Changes section of this manual

• Click on the [OK] button. You will be taken to the Amend Finish screen

• Enter the date the notification of the change was received

• Select 'Paper' or ‘Worklist’, as appropriate from the Source drop down menu

• Select 'Change of circumstances' from the Reason drop down menu

• Click on the [OK] button. The computer will now automatically accept the change of circumstances and will apply the change at the effective date

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

Then

• If there was no entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income, BF for 24 hours and then go to step 20
   
• If there was an entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income, delete the work list entry. Follow the guidance in Unprocessed Change Of Circs Work List. BF for 24 hours and then go to step 20

• 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

Then

• If there was no entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income, BF for 24 hours and then go to step 20
   
• If there was an entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income, delete the work list entry. Follow the guidance in Unprocessed Change Of Circs Work List. BF for 24 hours and then go to step 20

• 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, then

• If there was no entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income, BF for 24 hours and then go to step 20
   
• If there was an entry on the 'Unprocessed Change Of Circumstances' Work List relating to CY income, delete the work list entry. Follow the guidance in Unprocessed Change Of Circs Work List. BF for 24 hours and then go to step 20

Note: The 7 day Fast Track target is determined by the date the payment schedule is set up

• Check whether a new payment has been issued for the amended award. To do this

• Click on the [Postings] button. You will be taken to the View Award Period Postings screen

• Check whether a new payment for an amended award is shown. This would usually be the latest payment

• Click on the payment to highlight it

• Click on the [OK] button. You will be taken to the View BACS Details screen or the View Giro Details screen, depending on the method of payment

• If you are taken to the View BACS Details screen or the View Giro Details screen, payment has been issued

• Send any documents to storage. Follow the guidance in Preparing And Sending Documents For Storage

• Take no further action

• If there are no new payments posted, or the message ‘No information currently available. Payment not yet issued’ displays, no payment has been issued. Set a clerical BF for 5 working days. Check on the 5th day to confirm whether a new payment for the amended award has been issued

• If a new payment for the amended award has been issued, send any documents to storage. Follow the guidance in Preparing And Sending Documents For Storage and then take no further action

• If no new payment has been issued for the amended award, consider whether manual payments are required. Follow the guidance in Calculating And Scheduling Manual Payments In TCO

• Send the Schedule of Payments to the Database Team

• Use Function MAINTAIN HOUSEHOLD NOTES to record the actions 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

• Send any documents to storage. Follow the guidance in Preparing And Sending Documents For Storage

• Take no further action

• 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 Applicant Details - Applicant 1 screen

Note: If you are taken to the Select Application screen, this means there is more than one claim for this claimant. For example, cases where a household breakdown has occurred and the claimant has re-applied. If you are taken to the Select Application screen, click on the appropriate claim to highlight it and then click on the [OK] button. You will then be taken to the Applicant Details – Applicant 1 screen

• If a Signal screen displays, check whether the 'Compliance' or 'Complex Case' signal has been set, then click on the [OK] button to clear

• If the 'Compliance' signal has been set, follow the guidance in Identifying Compliance Activity

• If the 'Compliance' signal has not been set or you have been advised to continue with your action, has the 'Complex Case' signal been set

• If the 'Complex Case' signal has not been set, go to step 22

• If the 'Complex Case' signal has been set, use Function VIEW HOUSEHOLD NOTES to check which European Economic Area (EEA) Team (formally known as the Complex Case Team) to transfer the change of circumstances to

• Send the change of circumstances to the relevant team

• Use Function MAINTAIN HOUSEHOLD NOTES to record the actions 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

• Take no further action

• Yes

• Apply any changes on the 'Unprocessed Change of Circs' Work List, along with any change notified on the TCFT1 or form TC649. Follow the guidance in Unprocessed Change Of Circs Work List

• BF for 24 hours

Then

• Go back to step 20

• No, enter the change of circumstances which has been notified on the TCFT1 or form TC649

• Go to the relevant screens and if the change of circumstances has not already been applied, enter the change of circumstances in the relevant fields

• Enter the effective date of the change, where applicable. Follow the guidance in Capture Change of Circumstances

Then

• Go back to step 19

• Yes, go to step 24

• No, go to step 25

• Explain that the claim has not successfully gone through the e-portal and that it may need to be recaptured

And

• Ask the advisor to check whether they 'saved' or 'submitted' the claim on their computer

• If the claim was 'saved'

• Ask the advisor to submit the claim

• Set a clerical BF for 4 days

• Check daily over the 4 days to see whether the claim has now been submitted

Then

• Go back to step 2

• If the claim was 'submitted', tell the advisor that the claim will need to be recaptured, and ask them for the missing details

• If they are able to provide you with the missing details, go to step 26

• If they are unable to provide you with the missing details, go to step 25

• If you cannot contact the claimant by telephone, go back to step 12

• If you can contact the claimant by telephone

• Explain to the claimant that a problem has been identified with their claim being loaded onto the computer. To rectify this and get their claim into payment we need to ask them for their family circumstances again

• Ask the claimant for their details as at the date the TCFT1 was completed, as this is the date they originally claimed

• Complete a TC600 with these details whilst on the telephone

• Ask the claimant if there has been a change of circumstances after the date they originally claimed

• If there has been a change of circumstances, note down the change on form TC649

• If the claimant provides the information necessary to recapture the claim, go to step 27

• If the claimant will not or is unable to provide the information necessary to recapture the claim, go to step 30

• Complete a TC600 with these details whilst on the telephone

• Ask the advisor if they are aware of any change of circumstances which may have occurred since the original date of claim

• If there has not been a change of circumstances, go to step 27

• If there has been a change of circumstances

• Note down the change on form TC649

Then

• Go to step 27

Note: Step 9 of the guidance Capturing A New Claim will direct you to amend the date received to the date stamped on the claim form. You must however use the date on the TCFT1 which indicates the date at which the claim would have been submitted if the e-portal had been available

• Once the claim has been recaptured, go to the Summary Information screen

• Enter the date the claim would have been submitted, that is on the TCFT1 in the Date Application Received field

• Enter the following in the Application Notes field

‘TCMZ MAN/C Fast Track Claim DD/MM/YY’. Fast Track pro-forma received DD/MM/YY. Team (enter contact details)'

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

• Check whether the new received date in the Date Application Received field matches the effective date of the claim or the date the work started date provided on the TCFT1 to ensure the award commences from the correct effective date

Example

Claim captured 20/12/05

Date Application Received field automatically set as 20/12/05

Application Effective Date field automatically set as 20/12/05

Date in the Application Received Date field changed to 18/12/05

Date in the Application Effective Date field automatically changes to 18/12/05

TCFT1 indicates that the claimant is entitled from 16/12/05 (this date will be shown either by an effective date of claim being entered for a CTC claimant or by the date the work started date for a WTC only claimant)

Then

• Go to step 28

• If the date is different, go back to step 9 and follow the guidance to amend the effective date or the date the work started date of the claim, as appropriate and then return to this step

• If the date is the same or has been amended to the same date as the entitlement start date, process the claim as normal

• If there are no changes of circumstances noted, as there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List

• BF for 24 hours

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim. If the status of the claim is

• 'Partially Captured' or 'Awaiting Award', go back to step 10

• 'Award Issued', go back to step 20

• If you have noted details of a change of circumstances, go to step 29

Notes:

1. Select the No checkbox in the All Signatures Present field on the Summary Information screen before you click on the [Process] button

2. Pension Credit (PC) was formally known as Minimum Income Guarantee (MIG). The Income screen still shows a MIG field. This field should be used whenever it is appropriate to capture the PC marker

• BF the recaptured claim for 24 hours to allow the computer to update, as there is a chance that this claim may subsequently fall on to the 'Verification Failures' Work List

Then

• Use Function VIEW APPLICATION and go to the Application Summary screen to check the status of the claim

• If the status of the claim is

• 'Partially Captured' or 'Awaiting Award', go back to step 10

• 'Award Issued', go back to step 21

Then

• Reject the claim. Follow the guidance in Rejecting A Claim During Capture