Complex To Complex Change Of Circumstances (AG)

• Including or excluding a child, go to step 3
   
• Including a new husband / wife, go to step 2
   
• Excluding an additional husband / wife, go to step 13
   
• Making a change to a claim where the tax credits claimant is working 16 hours or more a week and in receipt of ESA(IR), go to step 11

Or

• If there is any other reason for the change of circumstance, go to step 10

• Use Function VIEW APPLICATION and enter the NINO of the husband / wife and select Trace Citizen to attempt to trace the additional person

• If

• The trace provides a match, go to step 11

• The trace does not provide a match or if the trace does not provide a NINO, follow the guidance in Applicant Not Matched

• The claimant has not provided a NINO, see Provision And Verification Of A NINO

• The change is in respect of an existing child(ren) whose details are held on the computer and who needs to be excluded from the award calculation, go to step 6
   
• The change is in respect of an existing child(ren) whose details are held in Function MAINTAIN HOUSEHOLD NOTES and who needs to be excluded from the award calculation, go to step 11
   
• The change is in respect of a new child(ren) who needs to be included in the award calculation, go to step 8

• To exclude a husband or wife, go to step 5

• Due to the death of a husband or wife, go to step 6

Otherwise

• Enter the new details into the relevant field(s)

For example, enter the end dates for a child being excluded, in the appropriate field in the Correction Child window

• Click the [OK] button. You will be taken to the Amend Finish screen

• Go to step 7

• Select the Household Details screen and enter the details, for example, the date of leaving and the reason. Follow the relevant guidance in Changes so that the computer will terminate the claim
   
• Do not issue manual payments after the effective date of the change of circumstances

• Advise the claimant that they need to apply again for the remaining claimants in the family. For guidance see Invite Fresh Claim

• Go to step 7

• Use the reason Household Breakdown rather than death. This is to avoid confusion about which claimant a date of death should be recorded against

• Advise the claimant that they need to apply again for the remaining claimants in the family. For guidance see Invite Fresh Claim

• Go to step 7

• Date the notification of the change was received

• Source of the change

• Reason for the change

And then

• Click the [OK] button. The computer will accept the change of circumstances and apply the change at the effective date, automatically

Note: The changes you have made in this function will not be applied until you complete the Amend Finish screen and click on the [OK] button

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 8

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 8

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display, go to step 8

• Confirm the new child(ren) using Child Benefit On Line (CBOL)

• Check that the payee’s NINO is the same as the NINO for either claimant 1 or 2

• Check whether the child benefit number corresponds with the details provided

• Check that the name and date of birth corresponds with the details provided

• If the child(ren) is verified, go to step 11

• If the child(ren) is not verified, go to step 9

• Yes

• Set a manual BF date to the date when the child reaches 6 months
   
• When the BF expires, attempt to verify the child again

Then

• Go back to step 8

• No

• Issue a letter TC655 and form TC655 to request the birth certificate and request the claimant returns the form with the certificate

• Copy the surname and NINO of the claimant onto all parts of the form

• Set a manual BF to await receipt of the birth certificate. Follow the guidance in Manual Reminder Cycle

• It does, telephone the claimant and confirm who the main carer is for each additional child, complete form TC648 with the details and store them locally, go to step 13

• It is not a polygamous marriage / polyandrous marriage, go to step 11

• The birth certificate is not received within 28 days, Do Not reject the claim, go to step 13

• Take 2 printouts of the calculation and file with the casepapers

Then

• Calculate the payment profile. Follow the guidance in Payment And Accounting For Complex Cases

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

• To complete the notes, go to step 13

• Excluding a child whose details are held in Function MAINTAIN HOUSEHOLD NOTES, add the following details

(Child’s full name) left full time education on dd/mm/yyyy. No longer included in award calculation

• Including child(ren) or a new husband / wife, add the following details

• Date of birth for each child / husband / wife

• Full name for each child / husband / wife (first name, other forenames, surname)

And include any

• Appropriate notes (for example, about Connexions date, if the child is disabled, responsibility start date, work details, income details, other benefits)

  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

• The child is not verified, add the following detail

• (Name of child) excluded due to not being verified, go to step 19

Note: Where appropriate the action date when the child reaches 6 months old, when manual verification must be checked

• The marriage is polygamous / polyandrous and when including children, add the following details

• The name of each main carer and state which child(ren) they are responsible for. This is in respect of payment of CTC / childcare element of WTC

• There is a change in job details, add the following

• Enter any details (in full) which are not entered on the self employed screen (for example, name, address, employment telephone number)

• The award is terminated, add the following

• An explanation of why the family is terminated

For example – if a date of death is received for the 4th wife noted in Function MAINTAIN HOUSEHOLD NOTES and the reason code used is Household Breakdown. You must note which claimant the date of death applies to

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 14

• If the change does not affect the award, go to step 18

• If the award is affected, check whether benefits have been declared. If

• Benefits have not been declared, go to step 18

• Benefits have been declared, go to step 15

• Surnames of all the claimants

• NINOs of all the claimants

And

• Advise the officer that due to the change of circumstance, the DWP / DSD / Job Centre Plus computer must be noted with the new award details

• If confirmation is not required, go to step 18

• If confirmation is required, obtain the fax number and complete a tax credits fax sheet with the following details

• Who the fax is to be sent to

• Include the claimants’ name and NINOs (include all)

• The award start dates and rates

• A direct dial number for DWP / DSD / Job Centres Plus to use for any further contact regarding this claim only

And

• Send the fax, go to step 18

Then

Note: Payments must coninue to be processed every week / 4 weeks and the casepapers must be held on the Manual Payments Team