How To Correctly Complete Application And Household Notes (AG)

• You are adding an Application Note , follow the guidance in Application Notes
   
• You are adding a Household Note, go to step 2

• Enter the claimant’s NINO in the Key Entry Data screen
   
• Select the Latest checkbox
   
• Click on the [OK] button. You will be taken to the Maintain Household Notes screen

Then

• Click on the [Add Note] button. You will be taken to the Add Note screen

Note: If there is not enough space to enter a new note, follow the guidance in Deletion Of Household Notes

• Enter today's date in the Event Date field

Note: The date in the Event Date field will always be the same as the date in the Creation Date field

• Select the appropriate category from the Select Category drop down menu

Then

• If the note is to be marked as a retained note, go to step 3
   
• If the note is not to be marked as retained, go to step 4

Note: You can only mark a note as retained if you have the appropriate level of access, and you work in one of the following areas

Appeals

Compliance

Debt Management Group

Persons From Abroad

• Does the information you are entering need to be kept permanently?
   
• Will other areas need to be aware of this information before conducting any action on a claim?
   
• Is this note essential to the correct processing of the claim (for example, residency or compliance issues)?

• If any of the above apply, mark the note as retained by selecting the Retained Note checkbox. Go to step 4
   
• If none of the above apply, do not mark the note as retained. Go to step 4

• Prefixed with the effective date

Note: The effective date you use must be the date the change or amendment actually happened or the date you were notified of the change. If it is not possible to use any of the above dates, then the date the correspondence was received or the tax year the note relates to must be used to prefix the note

• Taken from the Action Guide you are working from

Or, if there is no note

• You must check Standardised Messages to see if there is a message appropriate to your action

Note: If you have used a standardised message prefix the message with the effective date. If you are entering a standardised message with the code at the end of the message, you will be unable to prefix the message with an effective date. In these cases you must enter the effective date at the end of the standardised message after the code

Note: The Household Note must convey the action you have taken, for example

‘031007 Complaint Correspondence received or 2004/05 System Estimated Income amended by CR2222’

• If there is, follow the guidance in Standardised Messages
   
• If there is not, record the following information

• Details of any enquiry you have made or received
   
• Who you contacted for the information, or who contacted you with the information
   
• The details of the information you have requested, or the information that you have received

If you have been notified of a change of circumstances, you must record

• The details of what has changed
   
• The details prior to the change

And, if known

• The effective date of the change

Or, if not known

• The date you were notified of the change

If you work in

• TCO, you should also record your details in the format of Office / Initials / Location. For example, TCO Service / XX / Group XX
   
• An Enquiry Centre, you should record your details in the format of EC / Initials / Location. For example, EC / XX / Preston
   
• Compliance, you should record your Pay Identity (PI) number

• Click on the [OK] button