Claimant Would Like To Extend Date To Repay Their Overpayment (Setting An Informal Arrangement) (AG)

• Enter the claimant’s NINOin the Key Entry Data screen
   
• Select the All checkbox
   
• Click on the [OK] button . You will be taken to the Select Award screen

• Click on each award period individually, starting with the last award, to highlight it
   
• Click on the [OK] button. If there is an overpayment on the award you will be taken to the View Overpayment screen
   
• Click on the [Details] button. You will be taken to the View Overpayment - Direct screen

• Check the Notice To Pay field to see which award has had a form TC610 Notice to Pay issued on it in the last 30 days

• Check the issue date of the form TC610 Notice to Pay, in the Notice To Pay field. This will be shown at the bottom left of the screen

• Make a note on form TC648 of the award period that has had a form TC610 Notice to Pay issued on it

Notes:

1. If more than 1 award period has had a form TC610 Notice to Pay issued on it in the last 30 days, you must make a note of each award period

2. The following error message will appear on award periods which were not overpaid ‘ No Overpayment sdetails found’

Or

If you are in direct telephone contact with the claimant, ask them how they will repay the overpayment

• If they have stated

• That they cannot pay this overpayment back by the date given, go to step 4

• That they cannot afford to pay this overpayment back in one go and would like to pay back in instalments, go to step 15

• ‘Suspended’, go to step 5

• ‘Direct Post Notice to Pay’, go to step 11

• ‘Local Recovery’ or ‘Local Recovery (ENF)’, go to step 15

• ‘Informal Arrangement’, go to step 16

Note: If there is any other status in the Recovery Status field, then you are in the wrong award period. You will need to go back and check each award for the correct period

• ‘Appeal’, 'Dispute Claimant', ‘Incorrectly Finalised’, 'Manual Suspension', ‘Working Hours reduced’ or ‘Unchecked Manual Remission’, go to step 6

• ‘ RLS’, go to step 8

• ‘Compliance’, go to step 11

Note: With regard to setting an Informal Arrangement, the ‘Compliance’ reason can be disregarded and an Informal Arrangement can be set up

• ‘Time to Pay (Formal Arrangement)’, go to step 15

• If you are unable to contact the claimant by telephone

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Recovery’ category to enter the following message

‘TCMZ Unable to contact the claimant by telephone regarding their overpayment query’

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

• Take no further action

• If you are able to contact the claimant by telephone

• Thank the claimant for their letter, if applicable

• Inform them that their claim is being looked at again to check if the overpayment is correct

And

• Inform them that once the checks have been completed, if they still have an outstanding overpayment, they will be contacted

Then

• Go to step 7

‘TCMZ Contacted the claimant about their overpayment. Informed them it was at recovery status suspended and that they will be contacted at a later date’

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

Then

• If the claimant contacted you with a written enquiry, go to step 20

• If the enquiry started from you being in direct telephone contact with the claimant, take no further action

• If you are unable to contact the claimant by telephone

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Recovery’ category to enter the following message

‘TCMZ Unable to contact the claimant by telephone regarding their overpayment query’

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

• Take no further action

• If you are able to contact the claimant by telephone

• Thank the claimant for their letter, if applicable

And

• Ask the claimant for their address details

• If the address the claimant provided you was the same as the one held on the computer

• Remove the RLS marker

Then

• Go to step 11

• If the address the claimant provided you was not the same as the one held on the computer

• Capture the new details

Then

• Go to step 11

• Click on the [Maintain Overpayment] button. You will be taken to the Maintain Overpayments screen in Function MAINTAIN OVERPAYMENT
   
• In the Informal Arrangement field, click in the Set up checkbox

Note: The Date Agreed field will default to today’s date and the To Be Paid By field will automatically be set to a date that is today’s date plus 30 days

Then

• Click on the [OK] button

Note: This will save the change of address and the recovery status will become Informal Arrangement. This will suspend any recovery action for another 30 days

• If you are unable to contact the claimant by telephone

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Recovery’ category to enter the following message

‘TCMZ Unable to contact the claimant by telephone regarding their overpayment query. Extended date to repay overpayment to dd/mm/yy’

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

• Take no further action

• If you are able to contact the claimant by telephone

• Thank the claimant for their letter, if applicable

And

• Inform the claimant of the date displayed in the To Be Paid By field

• If they are not happy with this, click on the [Cancel] button and then go to step 13

• If they are happy with this, end the telephone call and then go to step 14

• Check the date that the form TC610 Notice to Pay was issued in the Notice To Pay field

And

• Ask the claimant when they would be able to repay the overpayment back

• If the claimant provides a date that is within 60 days from the date the form TC610 was issued

• Tell them to send the payment back to us along with the payment slip on that date

Then

• Go to step 14

Note: The case will still be sent to DMB after the extension date has been reached, as you will not be able to amend the date on the computer

• If the claimant provides a date that is more than 60 days after the date the form TC610 was issued or they want to repay the overpayment in instalments

• Inform them that this is the only date you can give them at this time

But

• You will arrange for our payment helpline to contact them

Then

• Go to step 18

‘TCMZ Set up an Informal Arrangement. The claimant has agreed to repay the overpayment by dd/mm/yy’

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

Note: This will prevent DMB from starting their recovery action once they receive the case, as they will check the Household Notes field before starting their action

Then

• If the claimant contacted you with a written enquiry, go to step 20

• If the enquiry started from you being in direct telephone contact with the claimant, take no further action

• If you are unable to contact the claimant by telephone

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Recovery’ category to enter the following message

‘TCMZ Unable to contact the claimant by telephone regarding their overpayment query’

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

• Take no further action

• If you are able to contact the claimant by telephone

• Thank the claimant for their letter, if applicable

• Inform the claimant that they will need to contact the Payment Helpline regarding any overpayment queries or if they want to repay the overpayment back in instalments

And then

• Give the claimant the Payment Helpline number (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

If the claimant states that they

• Would like the Payment Helpline to contact them. Inform the claimant that you will arrange for the Payment Helpline to contact them. Go to step 18

• Are happy to contact the Payment Helpline themselves, go to step 19

• If you are unable to contact the claimant by telephone

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Recovery’ category to enter the following message

‘TCMZ Unable to contact the claimant by telephone regarding their overpayment query’

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

• Take no further action

• If you are able to contact the claimant by telephone

• Thank them for their letter, if applicable

• Inform the claimant that the date to repay their overpayment has already been extended and you cannot extend this date any further

And, from the Maintain Overpayments screen

• Give the claimant the date in the Informal Arrangement field that tells them what date they have to repay the tax credits by

If the claimant states that they

• Can pay the overpayment back by this date, go to step 17

• Cannot pay the overpayment back by this date, inform them that you will arrange for our Payment Helpline to contact them to arrange repayment. Go to step 18

‘TCMZ Informed claimant of date that overpayment has to be repaid. Claimant stated that they would be able to repay by this date’

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

Then

• If the claimant contact you with a written enquiry, go to step 20

• If the enquiry started from you being in direct telephone contact with the claimant, take no further action

• Claimant’s name

• Claimant’s NINO

• Partner’s name, if applicable

• Partner’s NINO, if applicable

• Amount of the overpayment

• The award period that the overpayment relates to

• The claimant’s contact telephone number and a suitable contact time, either AM or PM

Add one of the following appropriate statements

• The claimant would like to be contacted about repaying their overpayment

Or

• Contact the claimant about paying back a tax credit overpayment in instalments

Then

• Attach any correspondence to the form TC648 and forward the documents by internal mail to A&PS (Accounting & Payment Service) (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

‘TCMZ The claimant can repay by dd/mm/yy / would like to pay in instalments. Informed claimant that payment helpline would contact them’

‘TCMZ Informed claimant that the Payment Helpline will help with their queries. Claimant is contacting them direct’

Or

‘TCMZ Informed claimant that the Payment Helpline will help with their queries. Sent TC648 and documentation to Cumbernauld for them to contact the claimant’

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

Then

• If the claimant is going to contact the Payment Helpline and the claimant originally contacted you with a written enquiry, go to step 20

• If the enquiry started from you being in direct telephone contact with the claimant or you have forwarded any correspondence to A&PS Cumbernauld, take no further action

Follow the guidance in Preparing And Sending Document For Storage