Manual Payments (Info)
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Procedures are in place to allow immediate payments to be made by
- An Enquiry Centre
- A referral from a Contact Centre
- A Job Centre Plus (JCP) office
Enquiry Centre offices currently have authority to issue immediate payments without prior authorisation from the Tax Credit Office (TCO).
They will
- Complete form R92TC and send it direct to Revenue Finance (RF) Worthing rather than TCO
And
- Investigate the reason why payment is not being made and wherever possible capture the information required to repair the claim and process it into payment
Payments from the Enquiry Centre will be for 5 weeks of the award amount, except
- Where the claim cannot be traced
Or
- The computer is down
In which case
- They will only pay 2 weeks of the award amount
Contact Centres will
- Investigate the reason why payment is not being made and wherever possible capture the information required to repair the claim and process it into payment
- Not offer same day or next day payments to the claimant
- Inform the claimant that a payment can be made for
- 2 weeks of their award amount if the claim cannot be traced
- 2 weeks of their award amount if the computer is down
- 5 weeks of their award amount in all other cases
- Also be informed that the payment will be made as soon as possible but may take a few days. The claimant will be referred to the nearest Enquiry Centre if they want payment any quicker
You must deal with the 3 types of immediate payment request in the following order of priority
- Firstly, same day from Job Centre Plus, including ‘New in Work’ referrals
- Secondly, next day from Job Centre Plus, including ’New in Work’ referrals
And finally
- Immediate from Contact Centre. These are the lowest priority because Contact Centres will brief the claimant that it may take a few days to make the payment
