| 1 | Use Function VIEW
HOUSEHOLD NOTES to check if there is a message to indicate the
claimant has requested secondary hardship
- If there is a message, go to step 3
- If there is no message, go to step 2
Note: If you receive a request for
secondary hardship
consideration, if the secondary hardship request is from a claimant
who received a manual payment adjustment to reduce cross year
recovery in the previous tax year. Such a claimant will not already
be
in receipt of a payment adjustment in the
current tax year, but the case should be forwarded to Debt
Management and Banking (DMB) for consideration, go to step 14
|
| 2 | Complete a
TCO –
Adjust in year Payments proforma (referred to as ‘the
proforma’ in the remainder of this guidance) as you work
through this guidance. If you have received a
- Request for a payment adjustment from an Enquiry Centre by
Taxpost Direct with an Enquiry Centre Adjust in year payments
referral form with the ‘Claimant no longer requires
adjustment’ box ticked on the form, go to step 11
- Request for a payment adjustment from an Enquiry Centre by
Taxpost Direct with an Enquiry Centre Adjust in year payments
referral form with the ‘Unhappy with the amount of
adjustment’ box ticked on the form, go to step 5
- Request for a payment adjustment from a Contact Centre in the
mailbox ‘Additional Payments’ folder
- Tick the ‘CC Referral’ box to record the source of
the referral
Then
- Request for a payment adjustment from a claimant in
writing
- Tick the ‘Letter from Claimant’ box to record the
source of the referral
Then
|
| 3 | Complete a
TCO –
Adjust in year Payments proforma (referred to as ‘the
proforma’ in the remainder of this guidance) as you work
through this guidance. If you have received a request for a payment
adjustment and
- The secondary hardship request is from a claimant who has
already received a payment adjustment or a letter stating that the
manually adjusting payments to avoid hardship (MAPTH) process has
been refused because the recovery is cross year only
- The secondary hardship request is from a claimant who is
not already in receipt of a payment
adjustment
- Treat it as a new request for a payment adjustment, go back to
step 2
- The secondary hardship request is from a claimant who has
received a manual payment adjustment to reduce cross year recovery
from the previous tax year, they will not be in receipt of a
payment adjustment in the current year, go to step 4
|
| 4 | Refer the case to DMB for
their consideration
- Complete the form
TC871. Ensure you tick the
box on the form TC871 to indicate that the relevant papers are
attached
- Securely attach any correspondence and / or additional evidence
that supports the claimant’s request for hardship to the form
TC871
- Clearly write in red ink at the top of the form TC871
‘Existing Case – for review’
- Send the form TC871 to the Tax Credit Overpayment Unit
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
Then
- Use Function MAINTAIN HOUSEHOLD NOTES and select the
‘Payments’ category to record the following
‘TCMZ Existing secondary hardship case from
previous tax year sent to DMB for further consideration’
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
|
| 5 | Use Function VIEW AWARD
to trace the claim
- Enter the claimant's
NINO in the Key Entry Details
screen
- Click on the [OK] button
Then
|
| 6 | Take one of the following
actions
- If the message ‘You are not authorised to access this
case, please refer to the appropriate MU’ is displayed, go to
step 10
- If the message ‘You are not authorised to access this
case, please refer to the appropriate Security Liaison Unit’
is displayed, go to step 10
- If there is no trace, check that you have entered the correct
NINO, update the proforma at Part 1, Section 3 and then go to step
9
- If the message ’Complex Case’ is displayed, go to
step 7
- If you trace the claimant
- Enter the claimant’s details on to the proforma
- Tick the box to record the source of the referral
Then
- Use Function VIEW HOUSEHOLD NOTES to check for a note
stating
‘TCMZ Final Hardship top up payment authorised on
DD/MM/YYYY, R92TC No. XXXXXXX. There are no further payments due
this financial year’ Where the date stated is in the previous
tax year’
- If this note is not present, go to step 8
- If this note is present, this case should be forwarded to DMB
for further consideration, go to step 14
|
| 7 | Use Function VIEW
HOUSEHOLD NOTES to identify if the case is a genuine complex case
or if the signal has been set as a workaround. Follow the guidance
in
Complex Cases
- If the signal has been set as a workaround
- Enter the claimant’s details on to the proforma
- Tick the box to record the source of the referral
Then
- If the signal is a genuine complex case
- Send all the documentation together by Taxpost Direct to the
European Economic Area (EEA) Team
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
|
| 8 | If
- The claimant no longer wants the payment adjustment to be
applied, go to step 11
- The claimant does want a payment adjustment to be applied, go
to step 12
|
| 9 | If
- The payment adjustment request is from an Contact Centre or a
claimant in writing
- Follow the guidance in
Contacting The
Claimant to obtain the correct NINO. When you have obtained the
correct NINO, go back to step 6
- You are unable to obtain the information you have requested
from the claimant
|
| 10 | If you are not authorised
to access the case
When you have completed this action
- Contact the claimant and advise them to contact the office
identified on their award notice
- If the claimant does not have the award notice to hand provide
them with the appropriate telephone number
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
Then
|
Resetting the Adjust in year payment percentage
to zero
