Manual Correspondence Work List (AG)

• A notice from the Print Output Centre, go to step 6

Or

• The 'Manual Correspondence' Work List, go to step 2

• Select the ‘Manual Correspondence’ Worklist from the drop down list for the Work List Type field

• Select the office or unit you want from the drop down list for the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List

• Click on the entry you want to work to highlight it

And

• Click on the [Details] button. You will be taken to the Worklist Entry Details screen where more details of the selected work item will be displayed

• If no Action Date has been set

• Enter an Action Date of 14 days in the future to allow time for the notice to be received from the Print Output Centre

And, on receipt of the printed output

• Go to step 6

• If an Action Date was previously set and has now expired, go to step 5

• If there is no Compliance activity or Compliance do not require the claim, check if the notice has been issued

• If the notice has been issued

• Delete the Work List item. Follow the guidance in Handling Work Lists. Take no further action

• If the notice has not been issued

• Assume that the notice has been mislaid
   
• Follow the guidance in Re-Issuing An Applicant Notice to request a copy of the notice

And

• Use Function MAINTAIN WORKLIST, select the 'Manual Correspondence' Work List from the drop down list for the Worklist Type field and set an action date for a further 14 days in the future. Take no further action

• A Renewal Notice, go to step 7

• If you are dealing with any other notice, go to step 8

• If the Current Signals screen displays, check if either the Applicant 1 Deceased or Applicant 2 Deceased checkboxes are ticked.

• If either checkbox is ticked, go to step 9

• If neither checkbox is ticked, go to step 11

• If the Current Signals screen does not display, go to step 11

• Displays, go to step 9

• Does not display, go to step 11

Note: A message will appear on the screen if the family has ended

• If the family has ended, go to step 10

• If the family has not ended

• Follow the guidance in Death of A Claimant Referred To Priority 1 Team

And then

• Go to step 10

• If no details of a partner or an executor are present, the notice will not be issued. Go to step 32

• If the notice is a TC602 A, B,C, D or J the notice will not be issued, (unless there is an entry in Function VIEW HOUSEHOLD NOTES stating that the claimant has specifically asked for a copy of a notice.) go to step 32

• If details of a partner or an executor are present

• If you are dealing with an award notice, go to step 25

• If you are dealing with a renewals notice, go to step 26

• Function MAINTAIN HOUSEHOLD NOTES to check and note the reason(s) for the manual correspondence marker. If the reason is

• A message stating ' NX05 - Manual Correspondence marker added for PY income change up to upper income disregard', go to step 24
   
• A message stating 'TCMZ ^^^^^Award Notice. Form TC882 issued to CLMT advising recovery stopped', go to step 31

• A mismatch, go to step 12

Note: You can identify these cases because the message in Household Notes will be prefixed with GM or GS

• 'TCMZ TAP - Consent Refusal - If claimant enquires regarding stopped payments request they write to Angel Court, 199 Borough High Street, London SE11 1HZ', go to step 14

• 'TCMZ TAPs - If claimant enquires regarding stopped payments request they write to RM 220, Diadem House, 2 The Pavillions, Portway, Preston, PR2 2YB', go to step 14

• A message stating the case is a Posting and Correction (PXZZ) case, go to step 15

• A message stating 'TCMZ VIMU SPECIAL NEEDS NOTICE REQUESTED', go to step 21

• A message stating 'TCMZ Immigration Easement Case' or 'TCMZ Terminated Easement Case', go to step 16
   
• A message stating 'TCMZ Unfinalised 03/04 case - 03/04 claim finalised and subsequent years terminated. Payments not to be recovered. Overpayment remitted in full Class 5b. Amount remitted £XXX.XX. Do not remove Manual Corre Marker', go to step 17
   
• ‘TCMZ Unfinalised 04/05 case – 04/05 claim finalised subsequent year terminated. Payments not to be recovered’, go to step 17
   
• ‘TCMZ Unfinalised 04/05 case – 04/05 claim finalised subsequent years terminated. Payments not to be recovered. Overpayment remitted in full Class 5b. Amount remitted £XXX.XX. Do not remove manual corre marker’, go to step 17
   
• ‘TCMZ Unfinalised 05/06 case – 05/06 claim finalised subsequent year terminated. Payments not to be recovered’, go to step 17
   
• ‘TCMZ Unfinalised 05/06 case – 05/06 claim finalised subsequent years terminated. Payments not to be recovered. Overpayment remitted in full Class 5b. Amount remitted £XXX.XX. Do not remove manual corre marker’, go to step 17
   
• A message stating 'ZZ01 - Do not take any action on this case. Manual Correspondence should not be issued. Refer any queries to the IG(CI) Corrections Team, Telephone 01772 23XXXX', go to step 18

Note: The IG(CI) Corrections Team was formally the BIO Corrections Team and old versions of the notes will reflect this

• Function VIEW APPLICATION and go to the relevant screens to check and note if any of the following are shown

• The name is too long, go to step 26

• It is an international, cross border, crown servant or EEA family supplement case (not the additional tax credits payments that result from in year adjustments), go to step 1 9

• It is a BFPO or overseas address, go to step 1 9

• If 'Welsh' is shown in the Special Needs field on the Application Information screen, go to step 28

• Function AMEND APPLICATION to check and note if any of the following signals are set on the Signals screen

• Complex Case, go to step 20

• Inhibited, go to step 13

• SCO, go to step 33

• Compliance Terminated, go to step 33

Or

• If the notice is a reminder notice, go to step 28

• For any other reason, go to step 2 2

• Mismatch

Or

• The following has been entered in Function MAINTAIN HOUSEHOLD NOTES 'TCMZ Do not remove manual marker. Bad case, Household ended by CCRT'

• Complete form TC648

• Send the notice and completed TC648 to the Mismatch team (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)

• Transfer the Work List item to the Mismatches MU . See the MU Table for the correct MU number

Note: If it is a bad case, the Mismatch team will end the bad case

Then

• Go to step 32

• If there are no compliance notes, check for any other reason why the claim is inhibited

• If there is another reason why the claim is inhibited, go back to step 11 and follow the relevant guidance

• If no reason has been given, go to step 22

• If there are compliance notes and you have received

• An S17 notice

• Send the S17 notice to the Claimant Compliance Officer (CCO) in the Claimant Compliance Centre (CCC) detailed in Household Notes

Note: If there are no details about the location of the CCC, see the Claimant Compliance Centre Contact List and send the S17 notice to the nearest CCC to the claimant's address

• Delete the work item from the 'Manual Correspondence' Work List

• Take no further action

• Any other correspondence that has a compliance address at the top of the letter

• Forward the correspondence to the CCC address on the correspondence

• Delete the work item from the 'Manual Correspondence' Work List

• Take no further action

• Any other correspondence that does not have a compliance address at the top of the letter

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

• Delete the work item from the 'Manual Correspondence' Work List

• Take no further action

• 'TCMZ TAP – Compliance action being taken. Under no circumstances should any changes be made to this claim. If anyone contacts about this claim advise them they must write in to Room 220 Diadem House, Preston, PR2 2GN'

And / or

• 'TCMZ Manual Correspondence Team to note – Please send all correspondence to Iron Mountain'

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

• Delete the work item from the 'Manual Correspondence' Work List

• Take no further action

• Create covering letter TC826 if appropriate and

• If the only reason for the Manual Correspondence marker is that it is a Posting and Correction (PXZZ) case, go to step 28

• If there are any other reasons for the Manual Correspondence marker, go back to step 11 and follow the instructions for the other reason

• 'TCMZ Terminated immigration easement case - household end date entered. Do not remove household end date. Do not remove the Manual Correspondence marker without authorisation from PFA. Overpayment Remitted in full Class 5a. Amount remitted £XXX.XX TC885 issued DD/MM/YYYY'

Or

• 'TCMZ Immigration Easement case - unable to enter household end date as claim is System Terminated. Do not remove the Manual Correspondence marker without authorisation from PFA. Overpayment Remitted in full Class 5a. Amount remitted £XXX.XX TC885 issued DD/MM/YYYY'

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

• Use Function MAINTAIN WORKLIST to delete the work item from the 'Manual Correspondence' Work List

• Take no further action

'TCMZ Unfinalised 03/04 case - 03/04 claim finalised and subsequent years terminated. Payments not to be recovered. Overpayment remitted in full Class 5b. Amount remitted £XXX.XX. Do not remove Manual Corre Marker'

Or

‘TCMZ Unfinalised 04/05 case – 04/05 claim finalised subsequent year terminated. Payments not to be recovered’

Or

‘TCMZ Unfinalised 04/05 case – 04/05 claim finalised subsequent years terminated. Payments not to be recovered. Overpayment remitted in full Class 5b. Amount remitted £XXX.XX. Do not remove manual corre marker’

Or

‘TCMZ Unfinalised 05/06 case – 05/06 claim finalised subsequent year terminated. Payments not to be recovered’

Or

‘TCMZ Unfinalised 05/06 case – 05/06 claim finalised subsequent years terminated. Payments not to be recovered. Overpayment remitted in full Class 5b. Amount remitted £XXX.XX. Do not remove manual corre marker’

Then

• If the correspondence is a form TC602

• Issue the notice to the claimant
   
• Use Function MAINTAIN WORKLIST to delete the work list item from the 'Manual Correspondence' Work List

Then

• Go to step 32

• If the correspondence is a form TC607 or a form TC610

• Send the correspondence to storage. Follow the guidance in Preparing And Sending Documents For Storage
   
• Use Function MAINTAIN WORKLIST to delete the work list item from the 'Manual Correspondence' Work List
   
• Take no further action

'ZZ01 - Do not take any action on this case. Manual Correspondence should not be issued. Refer any queries to the IG(CI) Corrections Team. Telephone 01772 23XXXX'

Note: The IG(CI) Corrections Team was formally the BIO Corrections Team and old versions of the notes will reflect this

Then

• Complete form TC648
   
• Send the notice and all the contents of the original envelope, with a completed form TC648(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Note: You may need to attach other letters before sending the notice to the IG(CI) Corrections Team if the case falls into any of the other categories listed at step 11

• Use Function MAINTAIN WORKLIST to delete the work list item from the 'Manual Correspondence' Work List. Follow the guidance in Deleting An Item From A Work List

Then

• Go to step 32

• An international, cross border, crown servant or EEA family supplement case

• Complete form TC648

• Send the notice and all the contents of the original envelope, with a completed form TC648 to the Complex Case team

Note: You may need to attach other letters before sending the notice to the Complex Case team if the case falls into any of the other categories listed at step 11 (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

• Transfer the Work List item to the Complex Case Team's MU. See the MU Table for the correct MU number

Then

• Go to step 31

• A BFPO address, the correspondence can be issued as normal post. Issue the correspondence in a plain, not pre-paid envelope and then go to step 32

• 18 or more children

• Cases involving a polygamous marriage (man with more than one wife) or polyandrous marriage (woman with more than one husband)

• Couples with no children where one claimant is serving a custodial sentence of more than 12 months

• EEA (including A2 and A8) nationals who do not have the right to reside in the UK for CTC purposes

• If the claim is not a genuine Complex Case, go back to step 11

• If the claim is a Complex Case

• Complete form TC648

• Send the notice and all the contents of the original envelope, with a completed form TC648 to the Complex Case Team

Note: This action will be managed locally and your manager will be able to give you the address of the team you need to send the correspondence to and details of which MU to transfer the work item to

Then

• Go to step 32

• Send the manual correspondence to the Visually Impaired Media Unit (VIMU) with form TC648 to advise them of the action required.

Then

• Go to step 32

• If a date of death for a child has been recorded, check the award notice to ensure that the correct number of children are shown on the award notice

• If the number of children shown on the award notice is incorrect

• Manually create a replacement award notice with the correct number of children on it. Follow the guidance in Issuing A Manual Notice

And, once the replacement award notice has been typed

• Issue it to the claimant with form TC839

• Send the incorrect notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

• Use Function AMEND APPLICATION, select the Correction option and go to the Household Details screen to remove the Manual Correspondence marker by unchecking the signal checkbox

Then

• Go to step 27

• If the number of children shown on the award notice is correct

• Issue the award notice to the claimant with form TC839

• Use Function AMEND APPLICATION, select the Correction option and go to the Address Change screen to remove the Manual Correspondence marker by unchecking the signal checkbox

Then

• Go to step 27

• If the notice is a S17 Notice and the child’s date of death has been recorded, create the relevant covering letter TC830, then go to step 26

• If there is no record of a child’s death, go to step 2 3

• If there is no reason given for the marker in Household Notes

• Issue the notice

• Use Function AMEND APPLICATION, select the Correction option and go to the Address Change screen and remove the Manual Correspondence marker by unchecking the signal box

Then

• Go to step 28

• If the notes indicate that the correspondence can be reissued, go to step 2 5

• If the notes indicate that the correspondence cannot be issued, for example the case is RLS, go to step 32

• If the Award Notice is one of types E to H (the letters display after TC602 at the bottom of the Notice)

• Send the notice to storage. Follow the guidance in Preparing And Sending Documents For Storage
   
• Use Function MAINTAIN WORKLIST to delete the work list item from the 'Manual Correspondence' Work List. Follow the guidance in Deleting An Item From A Work List
   
• Remove the Manual Correspondence marker. Use Function AMEND APPLICATION, select the Correction option and go to the Address Change screen and remove the Manual Correspondence marker by unchecking the signal box
   
• Delete the following household note

‘NX05 Manual correspondence marker added for PY income change up to upper income disregard’

Follow the guidance in Deletion Of Household Notes

And

• Complete Household Notes with the message ‘PY change made is administrative change only to ensure CY is correct’

• If the Award Notice is not one of types E to H (the letters display after TC602 at the bottom of the Notice)

• Issue the Notice to the claimant
   
• Use Function MAINTAIN WORKLIST to delete the work list item from the 'Manual Correspondence' Work List. Follow the guidance in Deleting An Item From A Work List
   
• Take no further action

• If the details are correct, go back to step 11 to check if the case falls into any of the other categories mentioned

• If the case does fall into any of the other categories, attach form TC839 to the award notice for issuing to the claimant or executor and then follow the relevant guidance from step 11

• If the only reason for the Manual Correspondence marker is the death of a claimant

• Issue the notice to the claimant or executor with form TC839

• Send the incorrect award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

Then

• Go to step 32

• If the details are incorrect

• Manually create a replacement award notice. Follow the guidance in Issuing A Manual Notice

And, once the replacement award notice has been typed

• Go back to step 11 to check if the case falls into any of the other categories mentioned

• If the case does fall into any of the other categories, attach form TC839 to the award notice for issuing to the claimant or executor and then follow the relevant guidance from step 11

• If the only reason for the Manual Correspondence marker is the death of a claimant

• Issue the notice to the claimant or executor with form TC839

• Send the incorrect award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

Then

• Go to step 32

• Are considering issuing an award notice

• Use Function VIEW AWARD to check the name, address and income details

Note: If there is more than one version on the Award Summary screen, to make sure that you are looking at the correct version select the award version with the same Barcode Reference number as the award notice you have

Then

• Go to step 27

• Are considering issuing an S17 notice

• Use Function VIEW S17 DETAILS and follow the guidance on the View S17 Helpcard to check the name, address and income details

Note: You must ensure that you are looking at the correct S17details for the notice

Then

• Go to step 27

• Have a returned Notice to Pay, issue the printed output as there is not an equivalent LFC, go to step 30

• If the details are the same as those on the computer, issue the returned Notice, then

• If the returned notice is a renewal notice, go to step 29

• If the returned notice is any other notice, go to step 30
   
• Manually create a replacement award notice. Follow the guidance in Issuing A Manual Notice, then go to step 29

For more information about issuing manual letters, follow the guidance in Issuing A Manual Notice

Note: If you are issuing a S17 notice in a deceased case, issue it with the relevant covering letter TC830

• In Welsh

• Send the completed manual notice, including the covering letter if appropriate, with form TC648 for translation using Tax Post Direct to the Welsh Language Unit (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

The Welsh Language Unit will issue the converted manual notice, including the covering letter to the claimant

• In Braille, large print, audio tape or disc

• Send the completed manual notice, including the covering letter if appropriate to the Visually Impaired Media Unit (VIMU) along with a form TC648 to advise them of the action required

Note: VIMU will issue the converted manual notice and covering letter to the claimant. For more information, follow the guidance in Claim Form For The Visually Impaired

• Not required, issue the manual notice and covering letter if appropriate

Then if you are dealing with

• An S17 Notice or a Finalised Award Notice (FAN), go to step 29

• A Reminder Notice, go to step 30

• Any other notice, go to step 32

Note: The Notice Details screen displays a group box for entering the date of issue of the finalised award notice and two group box headings relating to manual S17 notices

If you have issued

• A Finalised Award Notice

• Enter the date of issue in the Issue Date field in the Manual Finalised Award Notice boxes, go to step 32

• An S17 notice

• Enter the date the manual notice was issued in the Manual Issue Date field in the S17 Notice box, go to step 32

Note: If you have issued a notice to a claimant where the family has broken down, you must make sure that you enter the details in the relevant box. Applicant 1 will be on the left and Applicant 2 will be on the right

• A Renewal Notice, go to step 32

• A TC602 Reminder Notice

• Use Function MANAGE REMINDERS to ensure that the reminder cycle will give the claimant a full 14 days to reply

Follow the guidance in Award Notice Reminder Cycle

• Issue the notice

Then

• Go to step 32

• Any other notice

• Issue the notice

Then

• Go to step 32

• If the issue date of the award notice is before the date the note was entered, issue the award notice and then go to step 32

• If the issue date of the award notice is after the date the note was entered or it is not a copy or duplicate award notice, use Function VIEW APPLICATION and go to the Applicant Details screen or the Appointee screen to check that the name and address of the partner or executor are correct on the award notice

• If the details are correct, complete from TC890 and then go back to step 11 to check if the case falls into any other categories mentioned

• If the case does fall into any other categories, attach form TC890 to the award notice and then follow the relevant guidance from step 11

Note: In some cases there may be more than one of the messages mentioned at step 11 recorded in Function MAINTAIN HOUSEHOLD NOTES. For example, the overpayment may have been suspended and form TC890 would need sending for this but the claim also may have a manual marker set due to the claimant being a crown servant. In this case, form TC890 would need attaching and the claim referred to Northern Ireland

• If the case does not fall into any other categories, issue the award notice to the claimant with form TC890 and then go to step 32

• If the details are incorrect

• Manually create a replacement award notice. Follow the guidance in Issuing A Manual Notice

Once the replacement award notice has been typed

• Complete from TC890 and then go back to step 11 to check if the case falls into any other categories mentioned

• If the case does fall into any other categories, attach form TC890 to the award notice and then follow the relevant guidance from step 11

Note: In some cases there may be more than one of the messages mentioned at step 11 recorded in Function MAINTAIN HOUSEHOLD NOTES. For example, the overpayment may have been suspended and form TC890 would need sending for this but the claim also may have a manual marker set due to the claimant being a crown servant. In this case, form TC890 would need attaching and the claim referred to Northern Ireland

• If the case does not fall into any other categories, issue the award notice to the claimant with form TC890. Send the incorrect award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage and then go to step 32

• If the notice and work item

• Have been transferred to another MU, take no further action

• Have not been transferred to another MU, go to step 33

• Select the ‘Manual Correspondence’ Work List from the drop down list for the Worklist Type field

• Select the office or unit you want from the drop down list for the Management Unit field. The screen will be redisplayed with the entries currently on the Work List

• Click on the entry you want to delete to highlight it

And

• Click on the [Delete] button. The entry on the ‘Manual Correspondence’ Work List will be deleted

If the original notice was

• Issued or sent to a Special Needs team, take no further action

• Not issued, go to step 34

• Follow the guidance in Preparing And Sending Documents For Storage