Restore A Terminated Renewal - Duplicate Claims (AG)


To restore a renewal duplicate claim, consider steps 1 to 14 below. The guide is presented as follows

Check the signalsSteps 1 - 5
Consider date of requestStep 6
Check detailsSteps 7 - 9
Contact claimantSteps 10 - 12
Update Household NotesStep 13
Send to storageStep 14


Go to top of pageCheck the signals

1If you are dealing with

Otherwise

  • Go to step 2
2Use Function VIEW S17 DETAILS
  • Enter the claimant’s NINO in the Key Entry Data screen
     
  • Select the All checkbox
     
  • Click the [OK] button. You will be taken to the Select S17 Period screen
     
  • Click on the PY claim to highlight it
     
  • Click on the [OK] button. You will be taken to the Current Position screen
     
  • Are any of the following signals present?

'Compliance'

'SCO'

‘Inhibited’

  • If any of the signals are present
  • Use Function MAINTAIN WORKLIST to transfer the work item to the Renewals Related compliance MU. See the MU Table for the correct number
  • 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, if you are dealing with

  • If any other signal is present, go to step 3
  • If no signal is present, go to step 3
3On the Current Position screen, check the Status field to see if the renewal is Previous Year (PY) finalised
  • If the renewal is PY finalised or CY terminated
  • Click on the [View Signals] button. You will be taken to the Current Signals screen
  • Check whether the family is current or ceased

Note: The 'Household Ended' and 'Terminated' signals will be ticked on the Current Signals screen if the family has ceased

  • If the family has ceased, go to step 4
  • If the family has not ceased, go to step 5
  • If the renewal is any other status, go to step 5
     
  • If the renewal is PY not finalised, go to step 5
4Use Function AMEND APPLICATION, choosing the Correction option
  • Enter the claimants NINO in the Key Entry Data screen
     
  • Select the All checkbox
     
  • Click on the [OK] button. You will be taken to the Applicant Details screen

Note: If you are taken to the Select Application screen, click on the latest finalised award to highlight it and then click on the [OK] button. You will then be taken to the Applicant Details screen

  • Select 'Household' on the toolbar menu
     
  • Select 'Details' from the options available. You will be taken to the Household Details screen
     
  • Look at the reason in the Household End Reason field. If the reason is
  • Household Breakdown, note the household end date

Then, if you are dealing with

  • System Terminated, use Function VIEW HOUSEHOLD NOTES to check if there is an entry indicating a household breakdown, as a system termination can overwrite the Household Breakdown reason
  • If there is no entry, go to step 5
  • Any other reason or no reason is shown, including PY unfinalised cases that are not Household Breakdown, go to step 5
5Use Function MAINTAIN HOUSEHOLD NOTES to check all the notes to see whether the claim was terminated by Compliance
  • If it was not terminated by Compliance. Is there a note stating 'Good Cause Refused'?
  • No, go to step 6
  • Yes, and you are dealing with a duplicate work item linked to the renewal. This case cannot be restored, as the claimant did not meet the Good Cause criteria. Continue with the guidance you were previously following
  • If it was terminated by Compliance
  • Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the actions 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, if you are dealing with


Go to top of pageConsider date of request

6Use Function VIEW AWARD
  • Enter the claimant's NINO in the Key Entry Data screen
     
  • Select the All checkbox
     
  • Click on the [OK] button and go to the Select Award screen
     
  • Look at the date the first Statement of Account (SOA) was issued
     
  • Has the new claim been received before the SOA issue date or within 30 days of the date the SOA was issued?
  • Yes, go to step 7
  • If Good Cause is met, return to this guidance and go to step 7
  • If Good Cause is not met and you are dealing with

A verification failure, follow the relevant guidance in Applications Work Lists

An 'Incomplete Applications' worklist item, follow the guidance in Incomplete Applications Work List


Go to top of pageCheck details

7Use Function VIEW S17 DETAILS and go to the Declaration Details screen to check if all the following PY information has been provided and make a note of the income and / or benefit details shown

Note: The [Details] button in the Current Position screen will be disabled if no Annual Declaration has been received and no information will be available. If this is the case, go to step 8

Note: If the claimant was not employed, not in receipt of any income or not in receipt of IS, JSA, ESA or PC (formerly known as MIG), they are not entitled to tax credits and their claim cannot be restored
  • Certain benefits - IS / JSA / ESA / PC
     
  • Taxable Social Security Benefits in the UK

Note: For a list of income that is included or disregarded for tax credits purposes, follow the guidance in Social Security Income

And also

  • Confirm that the claimant’s personal circumstances are correct

Then

  • If the [View PY-1 Details] button is enabled, click on the [View PY-1 Details] button and make a note of any actual income figures that have been provided by claimant 1 and / or claimant 2 for PY-1 from the following
  • Taxable Social Security Benefits

Note: For a list of income that is included or disregarded for tax credits purposes, follow the guidance in Social Security Income

  • Income from Self Employment
  • Other Income

And also

  • Confirm that the claimant’s personal circumstances are correct
  • If all the required information is available, you will need to withdraw the new claim. If

You are working a duplicate 'Incomplete Applications' Work List claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option

You are working a duplicate verification failure claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option

Then, in both cases, follow the guidance Restore A Terminated Renewal, return to this guidance and go to step 13

  • If all the required information is not available and you are dealing with a duplicate work item linked to the renewal, go to step 8
8In Function VIEW S17 DETAILS, go to the Current Position screen to check whether the claimant has returned their Annual Declaration
 

Note: The date the Annual Declaration was received will be shown in the Declarations box. This box will be empty if the Annual Declaration has not been received

  • If the Annual Declaration has not been returned, go to step 10
     
  • If the Annual Declaration has been returned, contact the claimant by telephone and ask them for the missing information. Follow the guidance in Contacting The Claimant

Note: The missing information you are trying to obtain is the required information from step 7 above

Note: When contacting the claimant for the missing information, you must also ask them if their circumstances have changed

  • If you obtain all the missing information, you will need to withdraw the new claim. If

  • You are working a duplicate 'Incomplete Applications' Work List claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option
     

  • You are working a duplicate verification failure claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option
     

  • Then, in both cases follow the guidance Restore A Terminated Renewal, return to this guidance and go to step 13

  • If you cannot obtain all the missing information by telephone because there is no telephone number or there is no answer, go to step 11
  • If the claimant cannot provide all the missing information, go to step 9
9If the claimant cannot provide all the missing information
  • Tell the claimant to telephone the Contact Centre or visit their local Enquiry Centre as soon as possible with the missing information

And

  • Tell them you are rejecting their new claim and they must provide the missing information to the Contact Centre or Enquiry Centre, or they will incur an overpayment that they will have to pay back

The telephone number for the Contact Centre is 0845 300 3900

 Then

  • Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to enter the following

‘TCMZ Restore action - Clmnt to call back with missing *income/benefits information. Good Cause has been established’ *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

  • If you are working a duplicate incomplete claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option. Take no further action
  • If you are working a duplicate verification failure claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option. Take no further action


Go to top of pageContact claimant

10Contact the claimant by telephone. Follow the guidance in Contacting The Claimant
  • Ask the claimant if they have received their Annual Declaration

And

  • Ask them if they can provide you with the missing information over the telephone

Note: The missing information you need to obtain is the required information from step 7 above

  • If they have not received their Annual Declaration and they cannot provide any of the missing information over the telephone

Note: If the claimant cannot recall their income, use the income declared on the new claim and confirm with the claimant that this is the figure they want to use

  • Tell the claimant you are withdrawing their new claim and they must return the Annual Declaration if their payments are to continue

Then

  • Go to step 13
  • If they have lost the original Annual Declaration and they cannot provide any of the missing information over the telephone

Note: If the claimant cannot recall their income, use the income declared on the new claim and confirm with the claimant that this is the figure they want to use

  • Tell the claimant you are withdrawing their new claim and they must return the Annual Declaration if their payments are to continue

Then

  • Go to step 13
  • If the missing information cannot be obtained by telephone because there is no telephone number or there is no answer, go to step 11
  • If the claimant has received their Annual Declaration and they can provide all the missing information, you will need to withdraw the new claim. If

  • You are working a duplicate 'Incomplete Applications' Work List claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option
     

  • You are working a duplicate verification failure claim, withdraw the new claim. Follow the guidance in Withdrawing A Claim, selecting the IR User Error option
     

  • Then, in both cases follow the guidance Restore A Terminated Renewal, return to this guidance and go to step 13

Note: When contacting the claimant for the missing information, you must also ask them if their circumstances have changed

  • If the claimant has received their Annual Declaration, but they cannot provide all the missing information over the telephone, go back to step 9
11Complete form TC829 asking for the information again and enter a date 14 days in the future in paragraph 4 on the form. This is the date the form is due to be returned by
  • Print out pages 2 and 3 of form
  • TC603D if the claimant must confirm their income for PY only

Or

  • TC603D2 if the claimant must also confirm their actual income for PY-1
  • Complete the relevant Claimant Details boxes at the top of the form(s)
     
  • Enter an 'X' against the appropriate section on the form TC603D or TC603D2

Note: If there are 2 claimants, the 'X' should be shown against both claimants and the details of both claimants should be completed at the top of the form

  • Send form TC829 with both pages of the form TC603D or TC603D2 to the claimant(s)
  • If you are working a work list item, use Function MAINTAIN WORKLIST to set an action date for 14 days in the future and then go to step 18

Otherwise

  • Go to step 13
12Use Function VIEW HOUSEHOLD NOTES to check if a reminder has been sent to the claimant. If a reminder
  • Has not been sent, check Function VIEW HOUSEHOLD NOTES to see if the information has already been received and processed
  • If a reply has already been received and processed

Then

  • Go to step 13
  • If a reply has not been received
  • Send a reminder form to the claimant
  • Use Function MAINTAIN WORKLIST to update the action date by a further 14 days

Then

  • Go to step 13
  • Has been sent, check Function VIEW HOUSEHOLD NOTES to see if the information has already been received and processed
  • If a reply has already been received and processed

Then

  • Go to step 13
  • If a reply has not been received and you are dealing with a verification failure, follow the relevant guidance in Applications Work Lists


Go to top of pageUpdate Household Notes

13Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Renewals & Reminders’ category to record the action you have taken
  • If you have received all the information and restored the claim, make a full note of the action taken including if you have withdrawn the new or duplicate claim
     
  • If you have reissued an Annual Declaration to the claimant or asked for missing information, was the new claim received within 30 days of the SOA issue date?
  • Yes, enter the following

'Good Cause Met, notice reissued within 30 days of SOA'

  • No and the claimant met the Good Cause criteria, enter the following

'Good Cause Met DD/MM/YY'. This was the date you decided that their reason for Good Cause was acceptable

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

  • If you are dealing with an item of correspondence, go to step 14
  • If you are dealing with a work list item, take no further action


Go to top of pageSend to storage

14Send the correspondence to storage. Follow the guidance in Preparing And Sending Documents For Storage

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