Manual Payments (AG)

• Headed ‘URGENT – NEXT DAY PAYMENT’ from a Job Centre Plus office, go to step 2

• Headed ‘URGENT – SAME DAY PAYMENT’ from a Job Centre Plus office, go to step 2

• From an Enquiry Centre, go to step 3

Then

• If there is no Compliance activity, or Compliance confirm that you can proceed

• If you can issue the payment within two hours, contact the Job Centre Plus office and acknowledge receipt of the form TC241 and confirm the action you have taken. And then go to step 3

• If you cannot issue the payment within two hours, contact the Job Centre Plus office and acknowledge receipt of the form TC241. And then go to step 3

• Claimant's name

• Claimant's NINO

• WTC / CTC amounts paid

• Enquiry Centre or Job Centre Plus office name

• Date payment made

And

• Any other relevant information

And then

• Go to step 4

• Has been notified on the form TC241(Fax), go to step 5

• Has not been notified on the form TC241(Fax), go to step 6

• If the change of circumstances has been captured, go to step 6

• If the change of circumstances has not been captured

• Amend the relevant details held on the computer with the change of circumstances. Follow the guidance in Changes

And then

• Go to step 6

• Pre award. Make a note of this on form TC648 and then go to step 8

• Post award. Make a note of this on form TC648 and then go to step 9

Or

• If you cannot find a claim, go to step 7

• Can find no trace of the claim. Treat the claim as normal correspondence and follow the guidance in No Trace Of Claim. If after following these instructions you

• Find another claim, determine if it is pre or post award

• If the claim is pre award, go to step 8

• If the claim is post award, go to step 9

• Cannot find the claim. Treat the claim as a pre-award case and go to step 10

• Are presented with the message ‘You are not authorised to access this customers details please refer to the responsible MU’, go to step 31

• Determine that the claimant’s personal details are incorrect on the computer follow the guidance in Incorrect Personal Information Held On The Computer

• If the claim is pre award, go to step 8

• If the claim is post award, go to step 9

• ‘Awaiting Award’. The claim will be on the ‘Verification Failures’ Work List, go to step 10

• ‘Partially Captured’. The claim will be on the ‘Incomplete Applications’ Work List, go to step 10

• ‘Award Issued’. There may be an unprocessed change of circumstances that is preventing payment or notification from being issued, go to step 13

• ‘Rejected’. The claim has been refused, go to step 24

• ‘Withdrawn’. The award has been ended. You must update or complete a referral form and follow the guidance in Incorrect Personal Information Held On The Computer

• If you find another claim while following these instructions, follow the appropriate guidance in this step

• If you do not find another claim, go to step 10

• ‘Ceased’, go to step 28

• ‘Terminated’, go to step 29

And

• If form TC241 has been

• Completed by an Enquiry Centre and includes a copy of the calculation, go to step 18

• Completed by an Enquiry Centre and does not have a copy of the calculation attached, go to step 11

• Completed by a Job Centre Plus office who do not have access to the calculator, go to step 11

Note: If there is not enough information on the form TC241 (fax) or on the computer, you must contact the claimant to obtain the necessary information. Follow the guidance in Contacting The Claimant

• Go into Excel and using the SEES menu, open up the Tax Credit Eligibility calculator

• Click on the [Help] button to view the instructions

• Complete the appropriate fields

• By ticking the boxes

And

• Entering the amounts

Note: You must complete all the necessary fields

• Scroll down to the Results field. You will be given a yearly figure of entitlement which is broken down into figures for WTC, CTC childcare and Baby / Family element

And then

• Go to step 12

• Divide the WTC yearly figure by 52

• Add the CTC, childcare & Baby / Family element together and then divide by 52. This will give you two weekly figures one for WTC and one for CTC

• Multiply each figure by 4 to give you the amount(s) due

And then

• Go to step 18

• Select ‘View Linked Work Items’ from the options available

And

• Enter the claimant's NINO

• If there is an unprocessed change of circumstances. Follow the guidance in Unprocessed Change Of Circs Work List and then go to step 18

• If there is no unprocessed change of circumstances, go to step 14

• If this is the reason, check whether a payment was made to the wrong account, go to step 15

• If this is not the reason, go to step 16

• Enter the claimant's NINO

• Click on the [OK] button

• Click on the [Schedule] button

And

• Double click on the missing payment in the schedule and check which bank account details the payment was made to

• If the payment has been made to the wrong account. Refer the case to the Bank Liaison Team on form TC687. BF the case for two days and on receipt of a reply, go to step 16

• If the payment has been made to the correct account, go to step 16

• Enter the claimants NINO and select the All checkbox

And

• Click on the [OK] button

• If the earliest version of the award is dated before the request was made for the manual payment, go to step 18

• If the earliest version of the award is dated after the request was made for the manual payment, go to step 17

• Click on the [Payment Details] button

And

• Confirm all the arrears have been issued, then if

• The request has come from a Job Centre plus office. Telephone the office and advise them of the date the payment is due to be made and that a manual payment is not appropriate

• The request has come from an Enquiry Centre. Contact the claimant and advise them of the date the payment is / was due and that a manual payment is not appropriate

Complete the form R92TC. Follow the guidance in Completing The Screen Based Form R92TC

Then, when the form R92TC has been authorised

• Go to step 19

• If the claim is pre award, take a photocopy of the form R92TC and file it with the papers

• If it is a same day request from a Job Centre Plus office and the claimant is going to pick up the cashcheque from an Enquiry Centre

• Complete a fax cover sheet

• Mark it clearly ‘URGENT – FOR SAME DAY PAYMENT’

• Attach it to the form R92TC

• Telephone the nearest Enquiry Centre. Explain the position and obtain a contact name (enter the name on the fax cover sheet) and fax number

• Fax the cover sheet and form R92TC to the nearest Enquiry Centre office

And

• Contact the Job Centre Plus office to confirm the action you have taken

• If it is a same day request from a Job Centre Plus office and the claimant cannot attend the Enquiry Centre

• Contact the Customer Relations Team (CRT)  and ask them to arrange for a delivery by courier

And

• Ask CRT to contact the Job Centre Plus office to confirm the action that has been taken

• If it is a next day request received from a Job Centre Plus office, or an immediate payment request received from a Contact Centre

• Complete a fax cover sheet clearly marked ‘URGENT – FOR NEXT DAY PAYMENT’

• Fax it to the Valuables Team if you are in Great Britain or Corporate Services if you are in Northern Ireland

And

• Send the original to Valuables Team through the internal mail clearly marked ‘HARD COPY ALREADY FAXED’

• If you have completed a referral form

• Write ‘Manual payments of X weeks award made on DD/MM/YYYY’ in the additional information box

Then

• For all cases, go to step 20

• The claim is post award or rejected, go to step 21

• The claim is pre award, go to step 22

Or

• The claim status is ‘Withdrawn’, go to step 27

• Enter the NINO in the Key Entry Data screen

• Click on the [OK] button

• Click on the [Add Note] button

And

• Select ‘Payments’ from the Category Filter drop down list

• If a manual payment has been made, enter the following ‘TCMZ MAN PYT £XXX.XX of CTC £XXX. XX and / or WTC £XXX XX paid to Claimant / claimants name by TCO on DD/MM/YYYY’

• If a manual payment has not been made, enter the following ‘TCMZ MAN PYT NOT MADE AS REQ’D ON DD/MM/YYYY BECAUSE (Insert Reason)’

• If the claim is rejected, go to step 24

  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

• Enter the NINO in the Key Entry Data screen

• Click on the [OK] button

• Go to the Additional Information field and enter the following ‘Manual payment has been made enter the note ‘TCMZ MAN PYT £XXX.XX of CTC £XXX. XX and / or WTC £XXX XX paid to Claimant / Claimants name by TCO on DD/MM/YYYY. MU asked to prioritise claim’

• Update the form TC648 with a record of the action you have taken

• Take a photocopy of the form TC648 and note ‘Pre award case – Manual payment made. Please give claim priority’ on the top

• Send the copy of the form TC648 to the relevant MU so they can prioritise dealing with the claim

• BF the papers for one week, pending change in status of the claim to ‘Award Issued’

And

• Take no further action

• Use Function VIEW AWARD to confirm the award status is ‘Award Issued’

• Notify Revenue Finance (RF) Worthing that the claim has been awarded

• Collate a daily clerical list of these cases

• Pass this list to the appointed person who will send it daily to RF Worthing

And

• Update household notes with the action taken and file the papers with the post award cases until further guidance is given

Note: If the award status is not yet awarded, put the case on BF for a further 2 weeks. If it is still not awarded after that date pass to your line manager to pursue

• 1002 or 2002 (Same sex), (No trace of adult), (Claimant in other household), (Residency) or (Insufficient information)

• Complete a referral form M1

• Pass to your deputy TLO

And

• Treat as pre award and review from step 10

• For all other reason codes, go to step 25

• No manual payment will be made as the claim has been rejected

And

• The claimant can appeal against the decision or make a new claim

• If the claimant still thinks they are entitled to tax credits. Make a note of the reason in household notes and then go to step 26

• If the claimant agrees that they are not entitled to tax credits, go to step 26

• If there is a new claim on the computer and the claim status is ‘Awaiting Award’ or ‘Partially Captured’ review the case from step 22

• If there is a new claim on the computer and the claim status is ‘Award Issued’ review the case from step 23

• If no new claim has been received, BF for another week. Repeat the cycle until a new claim is received or further guidance is given

• If there is a new claim on the computer, use Function VIEW APPLICATION and follow this action guide depending on the award status of the new claim

• If no new claim has been received, BF for another week. Repeat the cycle until a new claim is received or further guidance is given

• Applicant 1 NINO only

• Applicant 1 Surname, Date of Birth only

• Applicant 2 NINO only

• Applicant 2 Surname and Date of Birth only

And then, if you find

• Another claim. Make a note of the status of the claim and review the claim from step 6

• No other claim. Complete a referral form M1, pass the referral form to your TLO, treat as a pre award case and review the case from step 10

• Photocopy the form TC241(fax) and the form R92TC

• Send the original form TC241 (fax) and form R92TC with any others received on a daily basis to

A&PS Cumbernauld (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

And

• Update the form TC648 and BF the papers for two weeks awaiting the capture of a new claim by Cumbernauld. If

• When the BF date has expired a new claim is on the computer, use Function VIEW APPLICATION and follow this action guide depending on the award status of the new claim

• When the BF date has expired no new claim has been received, BF for another week. Repeat the cycle until a new claim is received or further guidance is given

• Record the unauthorised access on form TC669

• Attach any related correspondence to the form TC669

• Send the form TC669 and attached correspondence in a double sealed envelope to the appropriateManagement Unit (MU). See the MU Table for the correct MU number

• Mark the envelope ‘Confidential’

And

• Immediately deposit the envelope in the secure mailboxes for transit through the internal mail system

Note: Under no circumstances should these cases be stockpiled or left in out trays within the office. Neither should they be passed to another member of staff to take to the secure mailboxes