Family Break Up
Reported During The Renewal Period - TCO Only (AG)
To deal with correspondence or a Work List item reporting a
family break up in the renewal
period, consider steps 1 - 1
8 below. The guide is presented as
follows
Initial action
| 1 | Use Function VIEW S17 DETAILS
,make sure you select the Latest
checkbox on the Key Entry
Data screen and
then go to the View Section 17 –
Current Position screen
If there are any current signals, the View Section 17
– Current Signals screen will display. If this screen
- Does not display, go to step 5
- Does display, check the screen to see if the ‘Refer to
SCO’, Under Appeal’, ‘Claim Under Enquiry’,
‘Complex’ or ‘Inhibited’ signal has been
set. If
- None of these signals have been set, go to step 5
- Any of these signals have been set, go to step 2
|
Check with area how to proceed
| 2 | Use Function MAINTAIN HOUSEHOLD
NOTES to obtain the details of the area dealing with the case
- Make a note of the
Management Unit (MU), telephone
number and any other details relating to the signal
Then
- Contact the area dealing with the case to confirm with them how
they wish you to proceed
Note: To contact the area dealing with the case,
use the contact details in the Household Notes field. If details of
the Claimant Compliance Officer (CCO) or Criminal Investigations
Officer (CIO) are not held in the Household Notes field, use the
Claimant Compliance
Team Contact List for to obtain the CCO details, for cases when
the ‘Claim Under Enquiry’ or ‘Inhibited’
signal is set and the Operations Delivery pages on the Claimant
Compliance site for to obtain the CIO details, for cases when the
‘SCO’ signal is set
- If they advise you that they do not require you to transfer the
case, go to step 5
- If they advise you to transfer the case to them, then if you
are dealing with
- Paper correspondence or a referral form, go to step 3
- An ‘Unprocessed Change of Circs’ Work List item, go
to step 4
Note: If there is a Complex Case signal, you must establish
which European Economic Area (EEA) Team (formerly known as the
Complex Case Team) to send the Annual Declaration to. Use Function
MAINTAIN HOUSEHOLD NOTES to identify which team would deal with
these
|
Transfer correspondence / work list item
| 3 | Complete form TC648 and send the
correspondence or referral form to the MU dealing with the case
|
| 4 | Use Function MAINTAIN WORKLIST and
transfer the ‘Unprocessed Change of Circs’ Work List
item to the (MU) dealing with the case
. See the
MU Table for the correct MU
number
Follow the guidance in
Transferring A Work
Item
|
Consider how the break up was notified
| 5 | How were you notified of the family
break up . If it was by
- Paper correspondence, go to step
12
- An ‘Unprocessed Change Of Circs’ Work List item, go
to step
12
- A Family Break Up referral form received from a Contact Centre
or an Enquiry Centre, go to step 6
|
Check new address supplied for ex-partner
| 6 | Use Function VIEW APPLICATION to
check whether the ex-partner’s address details supplied on
the Family Break Up referral form match those held on the computer.
If the address details on the computer
- Match the supplied address, go to step
17
- Do not match the supplied address, go to step 7
Notes
- Family Break Up referral forms are forwarded by a Contact
Centre and Enquiry Centre to the Tax Credit Office (TCO) when an
ex-partner’s address has been supplied by a claimant. This
address will have been entered in Function MAINTAIN HOUSEHOLD
NOTES. The computer can not be updated with a new address for a
claimant based purely on third party information. Therefore TCO
must verify the notification either from framework records or by
contact with the ex-partner
- Where appropriate, Contact Centre and Enquiry Centre staff will
have marked the ex-partner as RLS and will have carried out any
action in Function MANAGE FINALISATION that is required
|
Check if address confirmed by CoC
| 7 | Use Function VIEW LINKED WORK ITEMS
to check whether the new address details are on the
‘Unprocessed Change Of Circs’ Work List. If the new
address details are
- On the ‘Unprocessed Change Of Circs’ Work List, go
to step 8
- Not on the ‘Unprocessed Change Of Circs’ Work List,
go to step 10
|
| 8 | Use Function MAINTAIN WORKLIST
- Select the ‘Unprocessed Change Of Circs’ Work List
from the drop down list for the Worklist 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
- On the redisplayed screen, double click on the work item you
want to work to highlight it. You will be taken to the Free Format
Details screen
Then
|
| 9 | On the Free Format Details screen,
check whether a new address has been supplied. If a new address has
- Change the address on the computer with the new address
Follow the relevant guidance in Changes and
Unprocessed Change Of
Circs Work List
Then
- Apply the change detailed on the Free Format Details
screen
Follow the relevant guidance in Changes and
Unprocessed Change Of
Circs Work List
Then
|
Send form
s TC821
and TC944
| 10 | Complete
the Word documentTC821 asking the ex-partner
to confirm their NINO and send it to them at the address which has
been entered in Function MAINTAIN HOUSEHOLD NOTES
Note: Use the Word document TC821 to send to the
ex-partner. Do not use the LFC TC821 as this will show the
claimant’s NINO
- In Function MAINTAIN HOUSEHOLD NOTES enter the following
‘
SV01 - TC821 issued DD/MM/YY to confirm supplied
address’
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
Note: There is no requirement to set a reminder
cycle
Then
|
| 11 | Send form
TC944 to the claimant to
remind them that both Annual Review forms need to be
returned
-
In Function MAINTAIN HOUSEHOLD NOTES enter the
following
'
SV02 - TC944 issued (DD/MM/YY) for annual review
reminder'
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
Note: There is no requirement to set a reminder
cycle
Then
|
End entitlement
| 12 | End the
entitlement of the
family. Follow the guidance in
Family Break Up
Then
Note: If contact with the claimant is necessary as
part of ending the entitlement of the family, you should tell the
claimant that a signed Annual Declaration must be completed
by each claimant by the
1st Specified Date.
If both Annual Declarations are not returned
completed, the claim cannot be properly
finalised. Any payments
that have been paid to them since 6 April will as an
overpayment
|
Check status of the Annual Declaration
| 13 | Use Function VIEW HOUSEHOLD NOTES
to check for the following message
‘20XX/20XX Award finalised ‘off system’ on
information held, [some other information may be recorded here].
Claim will still show as Unfinalised on system’
Note: This message could be prefixed with a number of
different 4 digit codes, for example,
SX01
- If the message is recorded, the status of the claim is
finalised – off system, go to step 17
Note: If the message is recorded that the claim has been
finalised – off system, the claim will still show as
Unfinalised on the Current Position screen
- If the message is not recorded
- Use Function VIEW S17 DETAILS and go to the Current Position
screen to check the S17 Notices field to see what the status of the
Annual Declaration is
Note: Refer To Declaration List will appear in the Status
field when the status of the Annual Declaration cannot easily be
shown in the S17 Notices field. Click on the [Details] button to
view the overall status of the Annual Declaration
- If the status of the Annual Declaration is
- Finalised, go to step 17
- Not issued, go to step 17
- Not returned, go to step 16
- Returned ‘S17 Logged’, Partial Capture’, or
‘Duplicate’, go to step 15
- Returned with any other reason, was the family a joint of
single claim. If
- A single claimant family, go to step 14
- A two claimant family, go to step 15
|
Check for signatures
| 14 | In Function VIEW S17 DETAILS, go to
the Declaration Details screen to check the Applicant 1 field to
see whether a signature has been provided for the claimant
- If no signature has been provided for the claimant in the
single claimant family, go to step
16
- If a signature has been provided for the claimant in a single
claimant family, go to step
17
|
Disregard Annual declaration
Mark as Not Served
| 16 | In Function MANAGE FINALISATION,
mark the claimant or both claimants if a joint claim as ‘Not
Served’
Then
Note: When an Annual declaration has been
disregarded, you must mark each claimant in the family as
‘Not Served’ in order to ensure that a new Annual
Declaration is issued to each claimant
|
Complete household notes
| 17 | Use Function MAINTAIN HOUSEHOLD
NOTES and select the ‘Renewals & Reminders’
category to record
the action you have taken
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
Then
|
| 18 | How were you notified of the family
break up . If it was by
- A work list item, take no further action
- Paper correspondence from the claimant, send the correspondence
to remote storage and take no further action
- Referral form from an Enquiry Centre, send the referral form to
remote storage and take no further action
Follow the guidance in
Preparing And Sending
Documents For Storage
- Referral form from a Contact Centre
- Use Function MAINTAIN HOUSEHOLD NOTES and select the
‘Renewals & Reminders’ category to enter the
following
‘
SV03 - Referral Recd from Contact Centre (DD/MM/YY) (insert
date on referral form)’
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
Then
- Discard the referral form in confidential waste and take no
further action
Note: When a referral form has been received from
a Contact Centre, it is not necessary to store this form in remote
storage as completing the Household Notes field with the date of
the referral means that telephone call recording can be accessed if
necessary for compliance or appeals purposes, should the claimant
dispute the action taken
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