Applicant Failed Payments Work List: Deceased / Originator BACS Failed Items (AG)

To deal with the above items on the Applicant Failed Payment Work List consider steps 1-12 below. The guide is presented as follows

Initial action	Steps 1 - 3
Determine reason for failure	Step 4
Check current position	Steps 5 - 6
Beneficiary deceased	Step 7
Contact claimant	Step 8
Capture new account details	Steps 9 - 10
Set action date	Steps 11 - 12

Initial action

Use Function MAINTAIN WORKLIST

Select the ‘Applicant Failed Payment’ Work List from the drop down list in the Work List type field

Select the management unit you want from the drop down list, 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

Highlight the entry you want to work

Click on the [Details] button

You will be taken to the Work List Entry Details screen where more details of the selected work item will be displayed

Check to see if a date has been entered in the Action Date field. If

No action date has been set go to step 4

If an action date is set follow the guidance in Work List Items With Action Date Set

Determine reason for failure

Determine from the Work List Entry Details screen the reason for the Work List entry. If

The reason given is either ‘Beneficiary Deceased’ or ‘Requested By Originator’ go to step 5

The entry relates to a Giro failure follow the guidance in Applicant Failed Payment Work List (Giro)

Any other reason for a BACS failure is given, follow the guidance in action guide ‘All Other Bacs Failure Items’ in this section

Check current position

Use Function VIEW HOUSEHOLD ACCOUNT to determine if the claimant’s account details have changed, and navigate to the View Award Period Summary screen

Double click on the missing payment and note the account details

Then double click on the next payment details and compare the account details

If the account details are

Unchanged and the reason it is on the Work List is ‘Beneficiary Deceased’ go to step 7

Different, Use Function RECORD APPLICANT FAILED PAYMENT

Select the appropriate cancelled payment from the schedule

Click on the [Reissue] button and take no further action

Unchanged and the reason it is on the Work List is ‘Request By Originator’

Return to Function MAINTAIN WORKLIST

Manually delete the Work List item and take no further action

Beneficiary deceased

Use Function VIEW HOUSEHOLD ACCOUNT and check that the account details are in the name of the claimant. If

The account is in the claimants name follow the guidance in Death of A Claimant Referred To Priority 1 Team and return to Function MAINTAIN WORKLIST to manually delete the Work List item. Take no further action

The account is not in the claimants name, go to step 8

Contact claimant

8	Contact the claimant and obtain the new or correct bank details account details. For guidance about contacting the claimant see Contacting The Claimant. If You obtain new details, go to step 9 Cannot obtain new account details or are awaiting details from the claimant, go to step 10

Capture new account details

Use Function AMEND APPLICATION and enter the new details

Further guidance on how to capture the account details can be found in Bank Account / Building Society Change

Use Function RECORD APPLICANT FAILED PAYMENT

Select the appropriate cancelled payment from the schedule

And

Click on the [Reissue] button. Take no further action

Set action date

Use Function MAINTAIN WORKLIST to set an action date for one month, or less if the claimant states they will reply in less than one month, making sure that the Retained checkbox is ticked

Use Function MAINTAIN PAYMENT SUSPENSION and select ‘Invalid Bank Details’

Click on the [OK] button to suspend the payment

Exit the Work List or move on to the next Work List entry, as appropriate

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