Review Potential Entitlement Query – Team 8, Group 7 (AG)

 

To deal with a written enquiry from a claimant or a referral from another service team about a potential entitlement shown on the claimant’s award notice or renewals notice, consider steps 1 to 17 below. The guide is presented as follows

Initial actionSteps 1 – 2
Error messagesSteps 3 - 4
Check for Compliance activityStep 5
Check signalsSteps 6 - 8
Access Maintain Potential EntitlementStep 9
Error message ‘Potential Entitlement details cannot currently be displayed’Step 10
Error message ‘No potential entitlement detail found’Step 11
Deal with enquirySteps 12 - 14
Refer to CSSGStep 15
Update Household NotesStep 16
Send to storageStep 17

Go to top of page Initial action
 
1Before continuing with this guidance, follow the guidance in Action To Take Before Processing A Claim Or Work Item, then
 

Use Function VIEW APPLICATION

  • Enter the claimant’s NINO in the Key Entry Data screen
     
  • Select the Latest checkbox
     
  • Click on the [OK] button
     
  • Go to step 2
2If you receive the error message
  • ‘No match found’, go to step 3
     
  • ‘No award details found’, go to step 4
Otherwise
  • Go to step 5

Go to top of page Error messages
 
3If you receive the error message ‘No match found’
  • Click on the [OK] button on the error message. You will be returned 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
4If you receive the error message ‘No award details found’, there is no award for the claimant
  • Inform the claimant that no award currently exists for them, and therefore no potential entitlement exists
     
  • Take no further action

Go to top of page Check for Compliance activity
 
5Check for Compliance activity. Follow the guidance in Identifying Compliance Activity

Note: During your compliance check, you must also check for Identity Fraud and Organised Fraud. Follow the guidance in Identity Fraud
  • 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

Go to top of page Check signals
 
6In Function VIEW APPLICATION, if
  • The Complex Case signal displays or the case is complex, go to step 7. Follow the guidance in Identify ing A Complex Case
     
  • The Manual Correspondence checkbox is ticked, go to step 8
     
  • Neither of the above apply, go to step 9
7The case must be dealt with by the European Economic Area (EEA) Team
  • 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, selecting the ‘Payments’ category to record 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
8An entry will be created on the ‘Manual Correspondence’ Work List and the appropriate team will issue the appropriate award notice to the claimant
  • Go to step 9

Go to top of page Access Maintain Potential Entitlement
 
9Use Function MAINTAIN POTENTIAL ENTITLEMENT to view any potential entitlement or potential payment details for the claimant. If you
  • 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

Go to top of page Error message ‘Potential entitlement details cannot currently be displayed’
 
10This message will be displayed when the award has not been fully processed. When the message displays
  • 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

Go to top of page Error message ‘No potential entitlement details found’
 
11This message will be displayed when there is no current or historical potential entitlement for the award
  • 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 exist
Otherwise
  • Take no further action

Go to top of page Deal with enquiry
 
12Use Function MAINTAIN HOUSEHOLD NOTES to check for the following messages
‘TCMZ Request to release potential entitlement, referral to CSSG dd/mm/yy’
  • If this message is shown, take no further action

‘TCMZ Enquiry regarding potential entitlement, TC937 issued to claimant dd/mm/yy’

  • If this message is shown, go to step 15
Otherwise
  • Go to step 13
13Use Function MAINTAIN POTENTIAL ENTITLEMENT to answer the claimant’s query using the information on the screen

To view details of any in-year overpayments on the award
  • Go to the Maintain Potential Entitlement screen
     
  • Click on the [View Overpayment] button. You will be taken t o 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 15
     
  • If there is a potential entitlement amount but the potential payment amount has been reduced to 0, go to step 15
14If
  • There is a Manual Correspondence marker on the claim, contact the Manual Correspondence Team for advice
Otherwise
  • Issue the letter TC937 to the claimant
Then
  • Go to step 16

Go to top of page Refer to CSSG
 
15Refer the case to the Complaints section, then
  • Record all the details on a form TC648
     
  • Send the completed form TC648 along with the associated case papers to the appropriate team
     
  • Go to step 16

Go to top of page Update Household Notes
 
16Use Function MAINTAIN HOUSEHOLD NOTES to enter the following
  • If you have sent a letter to the claimant, enter
  • ‘TCMZ Enquiry regarding potential entitlement, TC937 issued to claimant 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 17
  • If have referred the case to CSSG, enter
  • ‘TCMZ Request to release potential entitlement, referral to CSSG 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

Go to top of page Send to storage
 
17Link together all the documents for the case and send to remote storage. Follow the guidance in Preparing And Sending Documents For Storage

 

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