Visual Impairment (AG)

• The Special Needs signal no longer needs to be set, or has been set in error, go to step 3
   
• The Special Needs signal is set and you are issuing a manual form to the claimant, go to step 7

• A request is received for all correspondence be issued in a different format

Or

• You have amended the claimant’s address when the Special Needs signal is set

• Check you have the following information

• NINO
   
• Name
   
• Address
   
• Telephone number (if applicable)
   
• Which format the claimant requested, from one of the following

Braille

Large Print

Audiotape

CD ROM

Floppy Disk

• If you don’t have all the relevant information, go to step 2
   
• If you do have all the relevant information, go to step 3

• If you are able to contact the claimant by telephone and obtain all the missing information, go to step 3
   
• If you are unable to contact the claimant by telephone

• Send form TC664 to the claimant for the missing information, then go to step 8
   
• If you cannot obtain the missing information after following the normal reminder cycle, go to step 8

• Enter the NINO in the Key Entry Data screen
   
• Select the All checkbox
   
• Click on the [OK] button

Note: If the Select Application screen is displayed, select the claim(s) affected by this change

• If the claim is Pre Award, go to step 4
   
• If the claim is Post Award, and the Special Needs signal

• Does not display, go to step 5
   
• Does display, go to step 5

• If the claim is ‘Withdrawn’ or ’Rejected’. Send any correspondence to storage. Follow the guidance in Preparing And Sending Documents For Storage

‘Details must be recorded on the Free Format screen. Do you wish to proceed?’

• Click on the [Yes] button
   
• Enter the reason for the change in the Free Format screen. For example, ‘claimant requests all correspondence be sent in Braille’

Note: The changes will be stored on the Free Format screen. Once the claim has been awarded, this will create an entry on the ‘Unprocessed Change of Circumstances’ Work List

• Go to step 8

• Select ‘Household’ on the toolbar menu
   
• Select ‘Details’ from the drop down menu. The ‘Household Details’ box will display

• If setting or changing the Special Needs signal

• Select either ‘Braille’, ‘Audio’ or ‘Large Print’ from the drop down menu

• If removing the Special Needs signal

• Select the ‘Blank’ field from the drop down menu

Note: If the claimant has requested Floppy Disk or CD ROM, select Audio from the Special Needs drop down menu as there are no options available for these. When you notify VIMU of the request inform VIMU of the required format requested by the claimant

• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Go to step 6

• Enter the date the notification of the change was received
   
• Enter the source of the change, for example telephone or paper
   
• Enter the reason for the change
   
• 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

• 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

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 7

• 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

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 7

• 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, go to step 7

• You are notifying VIMU of a change of address, or a claimant’s requested format for future correspondence

• Enter the information you obtained at step 1 on to the VIMU form

Or

• You have identified that a manual notice is required in Braille, large print, audiotape, CD Rom or floppy Disk

• Complete the manual notice and form TC648

Then

• Send it by email to the VIMU email address (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Note: VIMU do not have access to TCO computer records and need all details fully completed on the request form, in particular the ‘Requesting Officer’ and ‘Customers’ details. Data movement templates will be required for the action of sending information by email to VIMU

• Go to step 8

• Step 2

‘ NC83 - COC corre re (details), further info needed. UTC X 2. Letter (details) issued to (details). BF (DD/MM/YY). Corre rec (DD/MM/YY) from (source)’

• Step 7

‘ NC78 - All correspondence to be issued in (*BRAILLE, *LARGE PRINT, *AUDIO, *FLOPPY DISK or *CD-ROM *delete as appropriate)’

‘ NC79 - Visually Impaired Media Unit notified of claimants change of address’

Or

‘ NC86 - Form TCXXX issued to Visually Impaired Media Unit for conversion. COC corre re(details), further info needed(details). BF(DD/MM/YY)’

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

• Go to step 9