Applicant Failed Payments Work List: Applicant Failed Payments Work List (Giro) (AG)

To deal with entries on the ‘Applicant Failed Payments’ Work List where the failure is a cashcheque payment, consider steps 1 - 14 below. The guide is presented as follows

Initial action	Steps 1 - 3
Check account details	Steps 4 - 5
RLS cases	Steps 6 - 11
Manually delete work item	Step 12
Reissue payment	Steps 13 - 14

Initial action

Before you continue with the guidance in this Action Guide, follow the guidance in Action To Take Before Processing A Claim Or Work Item

If you can continue to process the work item, use Function MAINTAIN WORKLIST
Select the ‘Applicant Failed Payments’ Work List from the drop down menu for the Work List Type field

Select the office or unit you want from the drop down list for 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

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

The type of failure will be shown as

‘Rejected’ for cases that have been rejected automatically

‘Cancelled’ for cases that have been cancelled manually by an operator using Function RECORD APPLICANT FAILED PAYMENT

If the reason for failure is

‘ Giro Pre-payment’

‘Giro returned to TCO RLS’

Go to step 4

If the reason for entry is

‘Giro is out of date / has been damaged’

‘Giro has been stolen, lost or not received’

Go to step 12

If the reason for entry is anything else, follow the guidance in Work List Items With Action Date Set

Check account details

Use Function VIEW APPLICATION

Navigate to the Payment details screen

Check if new bank or building society details have been submitted since the failed payment was issued

If no account details are found, go to step 6

If account details are found, go to step 5

Use Function MAINTAIN WORKLISTS

Select the ‘Verification Failures' Work List

Check if there is an outstanding failure for the claimant

And

If there is a verification failure due to incorrect bank details go to step 6

If there is a verification failure but it is not due to incorrect bank details go to step 10

RLS cases

6	Use Function VIEW APPLICATION Enter the claimants NINO Navigate to the Application Summary screen Make a note of the address or take a screen print Go to step 7
7	Use Function VIEW HOUSEHOLD ACCOUNT Enter the claimant’s NINO and key entry data Tick the ‘Payment schedule’ option Click on the [OK] button Double click on the appropriate payment Check if the address on this screen is different to the address shown on the claim If the address is not different, go to step 8 If the address is different, go to step 10
8	Use Function MAINTAIN WORKLIST Select ‘Unprocessed Change Of Circumstance’ Work List If a change of address has been notified, go to step 10 If not, go to step 9
9	Telephone the claimant on the number provided in the View Applicant Details screen If the claimant provides new details over the telephone, go to step 10 If new details are not provided or you cannot contact the claimant, go to step 11
10	Use Function AMEND APPLICATION and select the Change Of Circumstance option Enter the claimant’s NINO Click on the [OK] button Change the claimant’s address in the Address Change screen Go to step 13 Note: Once the address is changed any previously set RLS signal will be removed
11	Use Function AMEND APPLICATION and select the ‘Change Of Circumstance’ option from the drop down menu Enter the NINO Click on the [OK] button Ensure the RLS signal is set, if not tick the ‘RLS’ checkbox Go to step 12

Manually delete work item

12	Use Function MAINTAIN WORKLIST Highlight the work item Click on the [Delete] button. The work item will be deleted

Reissue payment

Use Function RECORD APPLICANT FAILED PAYMENT to reissue the payment

If the payment is a user requested payment, go to step 14

Note: There will be a note in Function VIEW HOUSEHOLD NOTES to identify if a payment is a user requested payment

If the payment is a system cashcheque

Select the cancelled payment

Click on the [Re-issue] button

Take no further action

Use Function USER REQUESTED PAYMENT to request and authorise a replacement payment for the returned user requested payment. Follow the guidance in Calculating And Scheduling Manual Payments In TCO

Then

Use Function MAINTAIN HOUSEHOLD NOTES to enter the following, as appropriate

' PA19 - AFP Worklist entry: Replacement URP requested'

‘ PA20 - Replacement URP authorised/rejected [delete as appropriate]’

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

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