Calculating And Scheduling Manual Payments In TCO (Info)
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There are a number of situations in which it is necessary to make a manual payment to a claimant.
These instructions are designed to guide staff in Tax Credit Office in how to
- Calculate the amount of manual payment required to settle an
appeal or complaint
- Calculate entitlement, or the increase in entitlement, and
schedule manual payments where payment cannot be made by the
computer because of technical problems
- Schedule and issue manual payments where the amounts have been
determined by Appeals, Compliance, Customer Support Unit (CSU) and
Enquiry Centres
- Request, authorise or reject user requested payments using Function USER REQUESTED PAYMENT
Note: Function USER REQUESTED PAYMENT cannot be used for the following manual payment reasons
- Awaiting award (pre-award claims)
- No trace
- Address on database
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)
User requested payments can only be made where there is or has been an award for the household for the tax credit period the payment is being created for, and a household account exists for that year. If a household account does not exist then the R92TC payment process must be used
These calculations match the process carried out by the computer when profiling payments. For more information on payment profiling, follow the guidance in How Payments Are Profiled
You must use the Manual Payment Calculation Sheet to
- Record your findings
- Provide details of the subsequent calculations for checking
- Provide clear instructions and authority for the Database Team to request the manual payments as scheduled
You must also consider if the claimant is eligible for Healthy Start Vouchers, and if appropriate make a referral to the Passported Benefit inbox
Note: Where the payment problem affects more than one award period, each period must be looked at separately
