Review Potential Entitlement Query – CSU Action (AG)

• Enter the claimant’s NINO in the Key Entry Data screen
   
• Select the Latest checkbox
   
• Click on the [OK] button
   
• Go to step 2

• ‘No match found’, go to step 3
   
• ‘No award details found’, go to step 4

Otherwise

• Go to step 5

• Click on the [OK] button on the error message. You will be taken back to the Key Entry Data screen
   
• Click on the [Trace] button. You will be taken to Function TRACE CITIZEN. Follow the guidance in Trace Individual

Then

• If you have traced the claimant, go to step 4
   
• If you cannot trace the claimant

• Place the correspondence in confidential waste
   
• Take no further action

• Inform the claimant that no award currently exists for them, and therefore no potential entitlement exists
   
• Take no further action

• If there is no Compliance activity, or Compliance do not require the claim, determine why you have received the request to release the potential entitlement. If it is because

• The claimant has made a complaint about the payment being withheld, go to step 6
   
• A complaint has arisen because of a system error, go to step 6
   
• A complaint has arisen because of an official error, go to step 6

• If the Complex Case signal is set or the case is complex, go to step 7. Follow the guidance in Identify ing A Complex Case
   
• If the Manual Correspondence checkbox is ticked, go to step 8
   
• If neither of the above apply, go to step 9

• Use Function MAINTAIN WORKLIST to transfer the case to the appropriate Management Unit (MU). See the MU Table for the correct MU number
   
• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Payments’ category to enter the following

‘TCMZ COMPLEX CASE. Case transferred to European Economic Area Team’

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

• Go to step 9

• Receive the error message ‘Potential entitlement details cannot currently be displayed’, go to step 10
   
• Receive the error message ‘No potential entitlement details found’, go to step 11
   
• Are taken to the Maintain Potential Entitlement screen, go to step 12

• Have the claimant on the telephone

• Inform them that you cannot give them any information until the claim has been processed
   
• Check the award status each day until it has been processed

Then

• Go back to step 9

• Are dealing with correspondence from the claimant

• Retain the case papers on your desk
   
• BF the case for 5 days and re-check that it has been processed

Once the case is processed

• Go back to step 9

• Inform the claimant that there is no potential entitlement for their award

Note: If the claimant has an award notice showing ‘Potential Payment’ you will have to go back to step 1 and view the earlier awards to determine if any potential entitlement exists

• Take no further action

• If the message

‘TCMZ Request to release potential entitlement, referral to CSU dd/mm/yy’ is shown, go to step 16

‘TCMZ Enquiry regarding potential entitlement, TC937 issued to claimant dd/mm/yy’ is shown, go to step 16

Otherwise

• Go to step 13

• Click on the [View Overpayment] button. You will be taken to the View Overpayment screen in Function VIEW OVERPAYMENT
   
• Click on the [Details] button. You will be taken to the View Overpayment - In Year or Cross Year screen where you will be able to view the overpayment details

Note: To determine if a previous potential payment has been released in the award period, look in the Potential Entitlement History box. The Reason for Change will display ‘Release Manual’ or ‘Release Final’

Note: For additional assistance in dealing with the claimant’s query, follow the information in the Answers on this subject in the tax credits pages of the Customer Adviser Guide

• If there is a potential payment on the award, go to step 14
   
• If the potential entitlement has previously been released, go to step 18
   
• If there is a potential entitlement amount but the potential payment amount has been reduced to 0, go to step 19

• A form TC937 has not been issued

• Issue a form TC937 to the claimant

Then

• Go to step 20

• A form TC937 has previously been issued, go to step 15

• Speaking to the claimant on the telephone, go to step 16
   
• Dealing with written correspondence, go to step 17

• Happy with your explanation, end the telephone call and take no further action
   
• Happy with your explanation, but wishes to dispute an overpayment

• Follow the guidance in Explanation Of Overpayment – Referral Or Letter Received

• Not happy with your explanation and requests the potential entitlement is released

• Follow your local guidance
   
• If appropriate, follow the guidance in Release Potential Entitlement

Then

• Go to step 20

• Follow the guidance in Handling Complaints

Then, if appropriate

• Follow the guidance in Release Potential Entitlement

• Are speaking to the claimant on the telephone

• Explain that the potential entitlement has already been released and then go to step 20

• Are working from written correspondence, check if there is a Manual Correspondence marker on the Application Summary screen within Function VIEW APPLICATION

• If there is a Manual Correspondence marker, contact the Manual Correspondence Team for advice

Otherwise

• Complete a standard LFC to explain that the potential entitlement has already been released
   
• Send the completed LFC to the claimant

Then

• Go to step 20

• Are speaking to the claimant on the telephone

• Explain that the potential entitlement has been reduced to 0 due to an in-year overpayment so there is currently no amount due

Then

• Go to step 20

• Are working from written correspondence, check if there is a Manual Correspondence marker on the claim on the Application Summary screen within Function VIEW APPLICATION

• If there is a Manual Correspondence marker, contact the Manual Correspondence Team for advice

Otherwise

• Complete a standard LFC to explain that the potential entitlement has been reduced due to an in-year overpayment on the claimant’s award
   
• Send the completed LFC to the claimant

Then

• Go to step 20

‘TCMZ Request to release potential entitlement, TC937 issued to claimant dd/mm/yy’

‘TCMZ Claimant query resolved on potential payment, 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

Then

• Go to step 21