Applicant Failed Payments Work List: Work List Items With Action Date Set (AG)

• Select the ‘Applicant Failed Payment’ Work List from the drop down menu in the Work List Type field

• Select the management unit from the drop down menu, 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 in the Work List 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

• Yes, go to step 4

• No, take no further action

Note: To determine the length of time an action date has been set check claimant's Household Notes

• 2 days, go to step 6

• 14 days, go to step 6

• 1 month and no reply has been received, go to step 5

• If there is compliance activity, follow the guidance in Identifying Compliance Activity

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

Then

• If you have referred the claim to the Claimant Compliance Risk Team (CCRT), go to step 6

• If you have not referred the claim to CCRT, manually delete the Work List item. To do this

• Highlight the Work List item

• Click on the [Delete] button, then go to step 13

If query relates to Bank Liaison Team

• Telephone them and ask for current position

• If they have completed all their enquiries ask them to fax you form TC687, then go to step 7

• If their enquiries have not been completed, go to step 12

If query relates to Compliance Team

• If message displayed within Household Notes, follow it

• If there is no message displayed, go to step 12

• If the account details are correct, go to step 8

• If the bank / building society have confirmed new account details, go to step 9

• If the bank / building society confirm the account details are incorrect but cannot, or are not prepared to supply new details, go to step 10

• Use Function MAINTAIN PAYMENT SUSPENSION

• Remove ‘Invalid Bank Details’ from the suspension reason field, go to step 13

Note: This will lift the suspension on the claimants payment schedule and reissue any payments due, including any payments recorded as ‘Cancelled’ in Function RECORD APPLICANT FAILED PAYMENT

• Use Function AMEND APPLICATION and enter the claimant’s new account details. Further guidance on how to enter the account details can be found in Bank Account / Building Society Change

When you have entered the new account details

• Use Function RECORD APPLICANT FAILED PAYMENT

• Select the appropriate cancelled payment from the schedule

• Click on the [Reissue] button, then go to step 13

• Contact the claimant. Follow the guidance in Contacting The Claimant

• Inform them that the bank / building society will not disclose information to you

• Ask them to obtain the correct account details from the bank / building society and call you back with the correct details

• If new account details are provided immediately, go to step 11

If the claimant cannot provide new account details immediately or a written enquiry has been made, use Function MAINTAIN PAYMENT SUSPENSION and select 'Invalid Bank Details'

• Click on the [OK] button to suspend the payment if it has not been automatically suspended

• Exit the Work List or move on to the next Work List entry as appropriate, then go to step 13

For more information on capturing account details see Bank Account / Building Society Change

You must not apply any changes until you have followed all relevant guidance and taken necessary action to determine if there is or should be compliance activity

If you have captured new account details

• Use Function RECORD APPLICANT FAILED PAYMENT

• Enter the claimant's NINO in the Key Entry Data screen

• Click on the [OK} button. You will be taken to the Record Applicant Failed Payment screen

• Select the appropriate cancelled payment from the schedule

• Click on the [Reissue] button

Then

• Go to step 13

• Set an action date for one month, making sure that the Retained checkbox is ticked, go to step 13

Waiting for a reply from the Bank Liaison Team

• Set an action date for 2 days, making sure that the Retained checkbox is ticked, go to step 13

Waiting for a reply from the Compliance Team

• Set an action date for 14 days, making sure that the Retained checkbox is ticked, go to step 13

• If you came from one of Steps 5, 8, 9, 10 or 11

• Enter TCMZ followed by the action you have taken

• If you are awaiting information from Step 12, enter the relevant note from the following

'TCMZ 1 month action date set awaiting claimant to confirm their details'

'TCMZ 2 days action date set awaiting reply from Bank Liaison Team'

'TCMZ 14 days action date set awaiting a reply from the Compliance 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