Suspended Overpayments Work List (AG)

If you can continue to process the work item, use Function VIEW HOUSEHOLD NOTES to check if there is a message in the Retained Notes field showing that a form TC953, TC954 or TC957D has been sent for the tax year affected

For example: ‘TC954, 2004/2005, issued 28-AUG-07’

• If there is no message, then if you are dealing with

• A new entry on the ‘Suspended Overpayments’ Work list, go to step 2
   
• A reply from Debt Management and Banking (DMB) or Debt Management Clerical Office, go to step 16

• If there is a message, is there a further message in the Retained Notes field stating the case has been worked and that retrospective action is now complete

• No

• Use Function MAINTAIN WORKLIST to transfer the work list item to the relevant KAI List Management Unit. See the MU Table for the correct MU number

Then

• Access the MU you have transferred the work item to
   
• Click on the work item you have transferred to highlight it
   
• Click on the [Details] button. You will be taken to the Worklist Entry Details screen
   
• Set an action date in the future
   
• Select the Retained checkbox
   
• Click on the [OK] button
   
• Take no further action

• Yes, then if you are dealing with

• A new entry on the ‘Suspended Overpayments’ Work list, go to step 2
   
• A reply from Debt Management and Banking (DMB) or Debt Management Clerical Office (DMCO), go to step 16

• Appeal or Compliance, take no further action

Note: The teams working the Appeal and Compliance cases will remove the markers when their action is complete. These teams have checks to ensure the markers are removed. Once the markers have been removed the cases will be automatically deleted from the ‘Suspended Overpayments’ Work List and recovery, if still applicable will recommence

• Incorrectly Finalised, go to step 3
   
• RLS, go to step 4
   
• Time to Pay, go to step 6
   
• Unchecked Manual Remission, go to step 7
   
• Working Hours reduced to less than 16, go to step 24

Note: If there is more than one suspension reason on the work list you must work each one individually. You can work them in any particular order but if the RLS marker is a reason, you must work this last

• Click on the [Details] button. You will be taken to the View Overpayment - Direct screen
   
• Click on the [Maintain Overpayment] button. You will be taken to the Maintain Overpayments screen
   
• Enter a date 90 days from today’s date in the Suspension Review field
   
• Tab out of the Suspension Review field
   
• Click on the [OK] button
   
• Take no further action

Note: The teams working the Incorrectly Finalised cases will remove the markers when their action is complete. These teams have checks to ensure the marker is removed. Once the markers has been removed the cases will be automatically deleted from the ‘Suspended

• Make a note of the entry in the Outstanding Overpayment field
   
• Remit the overpayment using remission class 1 – Gone Unknown. Follow the guidance in Make Or Cancel A Remission

Note: Once the overpayment has been remitted then the claim will show as balanced. The item will automatically be removed from the ‘Suspended Overpayments’ Work List

• Make a note of the remission on the Remissions Database

Then

• Go to step 5

• Enter the following message. Make sure you tick the Retained checkbox

‘ OW08 - No trace of the CLMT address. Remitted O/P of £XXXX for (tax year) as class 1 – Gone Unknown by (group xx team xx)’
 
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

• Enter the claimant’s NINO in the Key Entry Data screen
   
• Select the relevant year

Note: This will be the year shown on the ‘Suspended Overpayments’ Work List

• Click on the [OK] button. You will be taken to the View Overpayment screen
   
• Click on the [Details] button. You will be taken to the View Overpayment - Direct screen
   
• Click on the [Maintain Overpayment] button. You will be taken to the Maintain Overpayments screen

Then

• If there is no overpayment outstanding
   
• Tick the Cancel checkbox in the Formal Agreement field
   
• Click on the [OK] button
   
• Take no further action

• If there is still an overpayment outstanding

• Tick the Cancel checkbox in the Formal Agreement field
   
• Click on the [OK] button
   
• Tick the Refer to Local Recovery checkbox in the Local Recovery field
   
• Select ‘Other’ in the Referral drop down menu
   
• Click on the [OK] button

Note: If the following message displays ‘There are other suspension reasons for this overpayment, do you wish to continue Yes/No’ select ‘Yes’

Note: If the overpayment outstanding is below £100 a further message will display. If it does display, click on the [Menu] button

• Take no further action

• Check the remission code that is set in the Remissions field

• If the code is 2, 3, 4, 5a, 7, 8, 9, 10, go to step 8
   
• If the code is 5b, 11, 13, go to step 18
   
• If the code is 1, go to step 19

• If the message ‘ OW09 - Referred case to DMB to check remission. Case dealt with by XXXXXX Recovery Office on telephone number XXXXXXX’ has been entered, go to step 14
   
• If the message ‘CR1396 – Remission Year 200x WTC: X.XX CTC X.XX’ has been entered

• Use Function MAINTAIN WORKLIST to transfer the work item to the relevant Pre April 07 Changes MU. See the MU Table for the correct MU number

Note: Your line manager will have details of the relevant MU
 
Then

• Access the MU you have transferred the work item to
   
• Click on the work item you have transferred to highlight it
   
• Click on the [Details] button. You will be taken to the Worklist Entry Details screen
   
• Set an action date in the future
   
• Select the Retained checkbox
   
• Click on the [OK] button
   
• Take no further action

• If the message ‘ OW05 – TC934 issued on XX/XX/XX. £XXX.XX remitted from WTC for (tax year) by (Group xx team xx)’ has been entered, go to step 18
   
• If the message ‘ OW23 – TC933 / TC941 (delete as appropriate) issued to the claimant. £XXX.XX remitted for (tax year) by (Group xx team xx)’ has been entered, go to step 18
   
• If none of the above messages have been entered, go to step 9

‘TCMZ Remission class X created by XXXXXX Recovery Office’
 
Note: DMB who create the remission will put the name of the office which dealt with the remission in Household Notes. For example, Telford Recovery Office or Debt Management Clerical Office (DMCO)

• If the similar message is displayed, go to step 10
   
• If the similar message is not displayed

• Pass the case with the relevant details to your Technical Advice Line Liaison Office (TALLO) for them to check the details

Then

• Follow the advice the TALLO has provided

• If remission was created by DMCO, go to step 11
   
• If the remission was created by another Recovery Office, locate a contact number. To do this

• Open the Intranet at the Home Page
   
• Click on the A – Z and select Debt Management and Banking, part of operations
   
• Click on where we are
   
• Click on An A to Z of DMB offices
   
• Click on the letter of the area of the office you are trying to locate, for example P for Preston
   
• Click on the name of the office you require, for example Preston
   
• Use the telephone number to contact the Recovery Office
   
• Go to step 12

• Claimant’s name
   
• Claimant’s NINO
   
• Remission class and amount
   
• Tax year
   
• Enter the following messages

‘An overpayment has been remitted on this case and there has been a change to the overpayment amount’
 
‘Please check the remission and inform me if it needs amending’

• Your contact details

Then

• Fax form TC648 to DMCO (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000) 
• Contact DMCO (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)to inform them that you are sending a fax. The person should remain on the line and acknowledge receipt of the fax immediately
   
• Go to step 13

• That they have remitted an overpayment on this case and there has been a change to the overpayment amount

Provide

• The claimant’s name
   
• The claimant’s NINO

Note: DMB staff have access to the tax credits computer and they will be able to get all the other details from there
 
Then ask them to

• Check the remission they set to see if this needs amending
   
• Contact you if they are not changing the remitted amount

Note: If DMB change the remitted amount to include this new overpayment, the work list item will be deleted from the ‘Suspended Overpayments’ Work List and if any overpayment is still outstanding the recovery cycle will recommence

• Go to step 13

• Enter the following message. Make sure you tick the Retained checkbox

‘ OW09 - Referred case to DMB to check remission for (tax year) by (group xx team xx). Case dealt with by XXXXXX recovery office on telephone number / fax number XXXXXXX’
 
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

• Go to step 15

• DMCO complete form TC648 with the following details

• Claimant’s name
   
• Claimant’s NINO
   
• Enter the following

‘Please send an urgent update on the remission change sent to you on XX/XX/XX. (Officers name), Grp XX/XX’

• Your contact details

Then

• Fax form TC648 to DMCO (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000) 
• Contact DMCO (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)to inform them that you are sending a fax. The person should remain on the line and acknowledge receipt of the fax immediately
   
• BF the case for 14 days
   
• Use Function MAINTAIN WORK LIST to set an action date for 14 days in the future

Note: The action date will be the same as the BF date

• Take no further action

• DMB, telephone and inform them

• That you contacted them about a change in the overpayment amount and as they had done a remission on the case, they were checking that this was still correct

Provide

• The claimant’s name
   
• The claimant’s NINO

Then

• Ask them to please give you an update. If

• They are still looking at the case, go to step 15
   
• They have looked at the case but they are not changing the remission, go to step 17
   
• They are changing the remission, take no further action

Note: When DMB change the remission, this will delete the item from the ‘Suspended Overpayments’ Work List and if any overpayment is still outstanding the recovery will continue

• Click on the item you have been working to highlight it
   
• Click on the [Details] button. You will be taken to the Worklist Entry Details screen
   
• Enter a date 90 days from today’s date in the Action Date field
   
• Click on the [OK] button
   
• Take no further action

• Take the claimant’s name
   
• Take the claimant’s NINO
   
• If DMB or DMCO inform you that

• They are not changing the remission, go to step 17
   
• They are changing the remission, take no further action

• Enter the following message. Make sure you tick the Retained checkbox

‘ OD72 - Contact from DMB recovery to continue. (Group xx team xx)’
 
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

• Go to step 18

• Click on the [Details] button. You will be taken to the View Overpayment – Direct screen
   
• Click on the [Maintain Overpayment] button. You will be taken to the Maintain Overpayments screen
   
• Click on the Confirm Manual Remission checkbox
   
• Click on the [OK] button

Note: This will set a signal to show that the overpayment is confirmed and if this is the only suspension reason the ‘Suspended Overpayments’ Work List item will be deleted. The overpayment recovery cycle will continue

• Take no further action

• Check the RLS checkbox in the Signals box

• If the RLS signal is still set, go to step 20
   
• If the RLS signal has been removed, go to step 22

Note: With the address located any overpayment that has previously been remitted as class 1 – Gone Unknown can now be recovered

When you have successfully cancelled the remission

• Make a note of the new outstanding overpayment shown in the View Award Period Summary screen

Then

• Remit the new overpayment amount you have noted using remission class 1 – Gone Unknown. Follow the guidance in Make Or Cancel A Remission

Note: You must first cancel the original class 1 remission. This will update the record to show a new increased overpayment. When you have remitted this new overpayment as class 1 the case status will change to balanced and the reason will be removed from the ‘Suspended Overpayments’ Work List

• Make a note of the remission on the Remissions Database

Then

• Use Function MAINTAIN WORKLIST
   
• Click on the item you have been working on to highlight it
   
• Click on the [Details] button. You will be taken to the Worklist Entry Details screen
   
• Enter a date 3 days from today’s date in the Action Date field
   
• Click on the [OK] button

Note: It can take up to 3 days from applying the new remission for the work list entry to be removed from the work list

• Go to step 21

• Enter the following message. Make sure you tick the Retained checkbox

‘ OW08 - No trace of the CLMT address. Remitted O/P of £XXXX for (tax year) as class 1 – Gone Unknown by (group xx team xx)’
 
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

Note: Once the remission has been cancelled the case status will show as open, the item will be removed from the ‘Suspended Overpayments’ Work List and recovery of the overpayment will continue

• Complete the Cancelled Remission template (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Then

• Go to step 23

• Enter the following message. Make sure you tick the Retained checkbox

‘ OW11 - TCMZ CLMT address traced, class 1 remission cancelled by (group xx team xx). O/P to be recovered’
 
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 and click on the work list item you require to highlight it
   
• Note the Award End Date for the work list item
   
• If the overpayment occurred in

• Tax year 2007-2008 or any subsequent year, use Function MAINTAIN WORKLIST to transfer the work item to the relevant 4 Week Run On Management Unit. See the MU Table for the correct MU number
   
• Tax year 2006-2007 or any earlier tax year, use Function MAINTAIN WORKLIST to transfer the work item to the relevant Pre April 07 Changes Management Unit. See the MU Table for the correct MU number

Note: Your line manager will have the details of the relevant Management Unit

Then

• Access the MU you have transferred the work item to
   
• Click on the work item you have transferred to highlight it
   
• Click on the [Details] button. You will be taken to the Worklist Entry Details screen
   
• Set an action date in the future
   
• Select the Retained checkbox
   
• Click on the [OK] button