Manual Correspondence Work List (Info)

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This clerical process allows you to manage manual correspondence

When the ‘Manual Correspondence’ marker is set and correspondence is produced ready for issue to the claimant, an entry will be created on the ‘Manual Correspondence’ Work List.

The marker is set when manual intervention is needed on computer produced notices. This may be because the notice needs amending or re-typing manually or sending to a specialist area.

The correspondence is produced but is not issued to the claimant, instead it is sent to the Tax Credit Office (TCO) by the print output centre.

You must use this guidance when an automated notice has been sent to the TCO by the print output centre. The notice, including any inserts or notes, will be sent in the original envelope to the TCO post room. The post room will forward the whole package unopened to the Manual Correspondence Team.

The Manual Correspondence Team will check to see if the notice

• Needs amending

• Needs to be referred to a specialist area for them to consider

Or

• Needs to be issued with an attachment

If the notice needs to be sent to a specialist area for them to consider, the inserts must not be removed, the whole package must be sent.

If the notice can be issued, the Manual Correspondence Team will send the notice to the claimant and delete the work list item. For renewal notices, the issue date will be entered in Function MANAGE FINALISATION.

All outputs are sent to TCO (GB) including cases with Northern Ireland (NI) addresses. NI work items will be transferred daily to the GB work list to be worked as normal. This does not include Secure and Sensitive cases, which are sent to the Secure and Sensitive units in GB and NI or Resolution cases that are sent to the Resolution Team. Notices that have an overseas address must be sent directly to the European Economic Area (EEA) Team. This guidance does not apply to managing clerical cases during the renewal period. For further information, follow the guidance in Handling Clerical Cases During The Renewal Period

Deceased claimants

Claims with a Date of Death (DofD) recorded on the computer will have the Manual Correspondence signal set on them automatically. To prevent distress, notices will not be issued with the deceased partner's details on, except Renewals Notices where both claimants' details are needed to finalise the claim.

Also all Award Notices (TC602) will not be issued to the surviving claimant to prevent further distress. Unless there is a message in Function MAINTAIN HOUSEHOLD NOTES stating the claimant has requested a copy of a specific notice, you must only issue Finalised Award Notices. You can identify these by the letter in the bottom left hand corner of each page. Only issue TC602s with the letter E, F, G or H, for example TC602(F). All other Award Notice types should be sent to storage