Incorrect Personal Information Held On The Computer (AG)

Follow the guidance Action To Take Before Processing A Claim Or Work Item before following this action guide

• If you are able to continue with the case and

• The discrepancy is an obvious error that can be corrected, go to step 2
   

• The discrepancy is not an obvious error that can be corrected, go to step 3

• Pre award use Function CAPTURE APPLICATION to correct the obvious error on the computer

• If a message displays on the Applicant screen that either or both claimants are potential matches and the incorrect information on the computer relates to the

• NINO

• Name

• Date of birth

• Sex

• Address

Then

• Go to step 9

• If the message does not display on the Applicant screen or if the error does not relate to any of the items listed above

• Correct the error. Follow the guidance in Changes

• Take no further action

• Post award use Function AMEND APPLICATION (choosing the Correction option) to correct the obvious error on the computer. Follow the guidance in Changes

• Take no further action

• Contact from the claimant, go to step 4

• Contacting the claimant, go to step 6

• Working on another activity, go to step 8

• The following personal details of either the claimant or their partner are not as expected

• NINO

• Name (surname, forenames and title)

• Date of birth

• Sex

• Names of children are clearly different

• Claimant does not have a partner but a partner appears on their claim

• Claimant's partner details are clearly different

• Correspondence has been received but no claim has been made

• A clear discrepancy between the name(s) of the claimant(s) and the account name(s) on the banking details

• A clear incorrect deceased indicator on either claimant

• You must not

• Inform the claimant of any discrepancies, that they do not already know about

• Attempt to explain why the discrepancies have occurred

Or

• Attempt to correct personal details on the computer

• Go to step 5

• Apologise for the inconvenience

And

• Ask if more details can be taken so you can look into the matter further. You will need a minimum of the following details

• Name (surname, forenames and title)

• NINO

• Date of birth

• Address and postcode

• Contact details

Then

• Go to step 9

• You discover the personal details on the computer do not relate to the claimant

Or

• The claimant informs you that they did not make a claim

• Go to step 7

• Full name (surname, forenames and title)

• NINO

• Date of birth

• Contact details

• Address and postcode

Then

• Go to step 9

• Use Function VIEW HOUSEHOLD NOTES

• If there is no message in the Household Notes screen to indicate that a M1 Referral form has been completed, go to step 9

• If there is a message in the Household Notes screen stating that a M1 Referral form has already been completed and

• The message is at least 2 weeks old, go to step 9

• The message is less than 2 weeks old, take no further action

• Complete the M1 Referral form with as many details as possible

Note: If an M1 Referral form has already been completed but the message in Household Notes is at least 2 weeks old, mark the Referral form ‘Duplicate’

• Attach the photocopies of any relevant correspondence or other documents to the M1 Referral form

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘General’ category 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 Maintain Household Notes

Then

• Go to step 10

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

• Complete form TC648 with as many details as possible (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)
   
• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘General’ category 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 Maintain Household Notes

• Take no further action

• Tax Credit Office, send the M1 Referral form(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

• Contact Centre, pass the M1 Referral form to your Team Leader

• Enquiry Centre, pass the M1 Referral form to your line manager