PAYE103081 - Individual records: maintain individual details: case ownership authorisation check (Action Guide)

1.

If you are accessing the records from the PAYE Service, using the PEGA hyperlink move onto the next work item

Note: If an SBA indicator has been set whilst a work item has been on your work list when you attempt to work the work item you will not have authority to deal with this. You will need to

2.

Update the Work Item notes to read ’SBA indicator now set needs to be worked by SBA user’

3.

B/f the work item for the following day, when it will appear as a work item to be worked by SBA user, For more information see PAYE110015 

4.

Enter the National Insurance Number in the Individual screen

• Confirm this is the correct record, if not use Trace and Match see PAYE120000 for more information and search for the correct one

• Re-direct the post to the appropriate Specialist Business Area

• Update the CONTACT HISTORY screen to show date post received, summary of content and where redirected to, in accordance with PAYE105020 

5.

Enter the National Insurance Number in Individual screen

• Confirm this is the correct record, if not use Trace and Match see PAYE120000 for more information and search for the correct one

• Pass the caller to the appropriate Specialist Business Area