Applicant Account Modified Work List (AG)

• Select the ‘Applicant Account Modified’ Work List from the drop down menu in the Worklist Type field
   
• Select the office or unit you want from the drop down list in the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List
   
• Click on the entry in the Work List you want to work to highlight it
   
• Click on the [Details] button. You will be taken to the Worklist Entry Details screen where more details of the selected work item will be displayed

• Set an Action Date for the case to be reviewed at a later date and update Function MAINTAIN HOUSEHOLD NOTES

• If an action date has been set that has not expired, take no further action
   
• If an action date has been set that has expired, use Function VIEW HOUSEHOLD NOTES to review the action already taken and then go to step 2
   
• If no action date has been set, go to step 2

• If there is no Compliance activity, or Compliance do not require the claim, follow the guidance in Identity Fraud

• If you have referred the claim to the Claimant Compliance Risk Team (CCRT), go to step 7
   
• If you have not referred the claim to CCRT, go to step 3

Note: You must not contact the claimant or amend the account details until you have taken the necessary action to determine if there is any compliance activity

• If you are able to contact the claimant by telephone

• And obtain the correct account details, go to step 5
   
• But cannot obtain the correct account details

• Send form TC664 to the claimant to obtain the correct account details

Then

• Go to step 4

• If you are unable to contact the claimant by telephone

• Send form TC664 to the claimant to obtain the correct account details

Then

• Go to step 4

• If you receive a reply within the 7 day action date period, go to step 5
   
• If you do not receive a reply within the 7 day action date period, use Function VIEW HOUSEHOLD NOTES to check if a reminder form TC664R has been issued

• If a reminder has been issued

• Use Function MAINTAIN WORKLIST to delete the work item from the ‘Applicant Account Modified’ Work List

Then

• Go to step 6

• If a reminder has not been issued

• Issue reminder form TC664R to the claimant
   
• Use Function MAINTAIN WORKLIST to set an action date for a further 7 days on the ‘Applicant Account Modified’ Work List, making sure that the Retained checkbox is ticked

Then

• Go to step 6

• The work item will be automatically deleted
   
• Take no further action

Note: The message you need to record will depend on the course of action route you have taken. For example, if you followed the action in step 3, record the message for the relevant step

• Step 1 - ‘TCMZ Have set action date of DDMMYY, case to be reviewed at a later date’
   
• Step 4 - ‘TCMZ TC664R issued on DDMMYY BF date of DDMMYY has been set’
   
• Step 4 - ‘TCMZ App has failed to provide information requested worklist item deleted’

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

• Use Function MAINTAIN WORKLIST to set an action date for 14 days in the future on the ‘Applicant Account Modified’ Work List, making sure that the Retained checkbox is ticked

Then

• Move onto the next Work List entry as appropriate