TC241 Declaration Received (AG)

Then, if you can continue with your action

• Use Function AMEND APPLICATION, choosing the Correction option and check that

• The form TC241 has been fully completed
   
• The address on the form TC241 is the same as on the computer

• If the address differs check Household notes to find out if there has been a change of address reported since the form TC241 was signed
   
• If there has been a change of address since the TC241 was signed, continue with this step
   
• If there hasn’t been a change of address reported since the TC241 was signed, accept the address on the TC241 and update the claimant’s address on the computer

Note: If system cashcheque you can still cancel and re-profile even if there is a Returned Letter Service ( RLS) marker as the system will not release payments if the marker is present. But if it is a manual or User Request Payment (URP) and the address is RLS do not reissue

• The date the form TC241 has been signed

Note: This must be 2 days or more after the due date of the payment

Then

• Go to step 2

• If so, go to step 3

Otherwise

• Check if the form TC241

• Has been signed too early or received on or before the due date of the payment in the View Direct Payment Schedule screen
   
• Has been signed by the correct payee or appointee

Or

• Has not been completed correctly or signed or signed by the wrong payee

• Complete the appropriate letter template and return the form TC241 to the claimant to be completed and / or signed

Then

• Go to step 12

Check

• The amount of the payment
   
• The cashcheque serial number or R92 number
   
• The date the payment was issued or due
   
• If the form TC241 already been received and actioned for the same payment
   
• If the claimant has now reported receiving the cashcheque. If the payment status shows as

• Cancelled and you are dealing with a system cashcheque, go to step 4
   
• Paid, go to step 5

• If you are dealing with a User Request Payment (URP) or manual cashcheque, go to step 5
   
• If the form TC241 has already been actioned, or the claimant has reported receiving the cashcheque, go to step 12

• Go to the View Award Period Postings screen to check if the award has re-profiled.

Note: When the payment has been cancelled and there has been a subsequent amended award, then the award may have re-profiled

• To confirm the payment has re-profiled

• Go to the Summary screen
   
• If the payment is a minus figure in the Overpayment Outstanding column, then the payment is still cancelled but has not re-profiled, follow the guidance in Cancelling And Re-issuing A Payment and then return to this guidance and, go to step 12
   
• If the payment is not a minus figure, then the award has re-profiled, go to step 12

Note: If you use Function RECORD APPLICANT FAILED PAYMENT, the payment should be in this function as cancelled awaiting re-issue and re-profiling

• If any Hardship or full replacements have been made at the Enquiry Centre (EC)

Note: If any payment has been made you can still cancel and re-issue, but for User Request Payment (URP) and manual cashcheque payments, reduce the amount of replacement by the amount already received by the claimant

• If the amount of the missing cashcheque is for £1,000 or more

Or

• If this is the 3rd report of a missing cashcheque in the 12 month period going back from the date stamp on the form TC241

• Refer the case to the nominated team contact to check if the missing payment has been cashed

• If the missing payment has been cashed

• Request sight of the cashcheque from Worthing to see if the signature on the cashcheque matches the claimants signature on the form TC241

• If the signatures match send cashcheques and form TC241 to Compliance, then go to step 12
   
• If the signatures do not match send the cashcheques and form TC241 to Compliance (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Then

• Go to step 6, to replace missing payment

• If the missing payment has not been cashed, go to step 6

• Direct system cashcheque payment, go to step 7
   
• User Request Payment (URP), go to step 8
   
• Manual payment, go to step 10

• Select the View Direct Payment Schedule screen to check the details of the missing payment
   
• Click on the appropriate payment to highlight it
   
• Click on the [OK] button. You will be taken to the View Giro Details screen. Check the following

• The address on the form TC241 is the same as on the computer
   
• The cashcheque serial numbers on the form TC241 are the same as on the computer

Note: Take a note of the cashcheque serial number if not already on the TC241

• Identify the payment status
   
• Identify the issue date of the missing payment or cashcheque that the claimant has been unable to cash

Then

• Follow the guidance in Cancelling And Re-issuing A Payment then return to this guidance

Then

• Go to step 12

• Find the relevant Household note for the reported missing cashcheque
   
• Take a screen print

Note: The date of issue is the Household ‘event date’ and not the due date for the payment

• If any Hardship or Full replacements have been made at the EC reduce the amount of replacement by the amount already received by the claimant
   
• Go to step 9

• The amount on the form TC241 is the same as on the computer
   
• The cashcheque serial numbers on the form TC241 are the same as on the computer

Note: Take a note of the cashcheque serial number if not already on the form TC241

• If the details match, follow the guidance in Cancelling And Re-issuing A Payment, then return to this guidance and go to step 12
   
• If the details do not match, access function Record Failed Payments to try and match the payment details

• If a match is not found
   
• Complete the appropriate letter template and return form TC241 to the claimant for more information

Then

• Go to step 12

• Find the relevant Household note for reported missing cashcheque

• Take a screen print
   
• Check if any hardship or full replacement payments have been made at the Enquiry Centre

Note: If the original payment was a WTC Run On or backdating it will not be posted and therefore will not require cancelling

• Go to step 11

• Go to the View Direct Payment Schedule screen to locate the missing payment

Note: Ensure you check ALL AWARDS as the missing payment could be posted in any year

• If not posted refer the case to your TALLO for further guidance

• Set a clerical BF
   
• Use Function MAINTAIN HOUSEHOLD NOTES to enter the following message

‘ PR35 – TC241 received regarding missing cashcheque dated (DD/MM/YY) for £(XXXX). Unable to cancel as not showing as posted – passed to TALLO for further advice action’

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 and the guidance Cancelling And Re-issuing A Payment to replace the payment

Then

• Return to this guidance

• When the TALLO notifies you that the payment has been posted, follow the guidance in Cancelling And Re-issuing A Payment to cancel the payment, then return to this guidance and go to step 12
   
• If posted check the following

• The amount is the same as on the computer
   
• The R92TC serial number is the same as on the computer

Note: Take a note of the cashcheque serial number if not already on the TC241

• If the details match follow the guidance in Cancelling And Re-issuing A Payment then return to this guidance

Then

• Go to step 12

• ‘ PR13 - TC241 recd - missing cashcheque due (DD/MM/YY) for £(XXXX). Cashcheque cancelled on system, replacement refused as missing cashcheque already replaced at Enquiry Centre’
   
• ‘ PR14 - TC241 recd - missing cashcheque (noXXXXXXXXX) due (DD/MM/YY) for £(XXXX) This has been cancelled, reissued and will be re-profiled soon’
   
• ‘ PR15 - Duplicate TC241 recd - already cancelled and re-profiled, see H/H note dated (DD/MM/YY) NFA’
   
• ‘ PR16 - TC241 recd re missing cashcheque due (DD/MM/YY) for £(XXXX). TC241 signed on (DD/MM/YY), pymt only issued/auth (DD/MM/YY) so not enough time allowed for cashcheque to arrive. 241 returned to clmt to confirm that the cashcheque is still missing’
   
• ‘ PR17 - TC241 recd regarding missing cashcheque. Returned to claimant to sign and date’
   
• ‘ PR18 - TC241 received regarding missing cashcheque. Insufficient information. LFC issued to claimant.’
   
• ‘ PR26 - TC241 recd re b/date pyt (see H/H note DD/MM/YY). Finance Worthing confirmed this pyt was never issd. Case tf’d to Group (XX) to issue the relevant pmt’
   
• ‘ PR27 - Letter recd from clmt dated (DD/MM/YY) re missing cashcheque.TC241 sent to clmt to complete and return’
   
• ‘ PR30 - TC241 recd re missing cashcheque - Not signed by payee - new TC241 sent to (Payees Name) to complete, sign and return’
   
• ‘ PR31 - TC241 recd - requested sight of original cashcheque (no XXXXXXXXX) before replacement can be considered’
   
• ‘ PR32 - TC241 recd - cashcheque returned not missing - see H/H note dated (DD/MM/YY)’
   
• ‘ PR33 - TC241 recd re missing manual pyt (DD/MM/YY) for £(XXXX). Cashcheque checked and signature doesn’t match clmts’
   
• ‘ PR34 - TC241 recd re missing manual pyt (DD/MM/YY for £(XXXX). Replacement refused as cashcheque checks showed that they were cashed and signature matched clmts’
   
• ‘ PR35 – TC241 received regarding missing cashcheque dated (DD/MM/YY) for £(XXXX). Unable to cancel as not showing as posted – passed to TALLO for further advice action’
   
• ‘ PR36 - TC241 recd re missing manual cashcheque / URP (insert cashcheque number) due (DD/MM/YY) for £(XXXX). Cashcheque cancelled. Replacement R92TC (serial no.) sent / URP requested’
   
• ‘ PR37 - TC241 recd re manual pyt (see H/H note DD/MM/YY). Manual Payment Team confirmed this pyt was never issued. Therefore is NOT a missing pyt. Case tf’d to Group(XX)’
   
• ‘ PR38 - TC241 rec’d requested sight of original cashcheque (insert cashcheque number) before replacement can be considered’

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

• Go to step 13