PAYE103095 - Individual records: maintain individual details: work item 252 - PAYE Service/Frameworks - confidence check exception (Action Guide)
Work item 252 is produced whenever an update from the National Insurance and PAYE Service (NPS) fails the confidence check for the individual on the Citizen Identity Database (CID) or Employments Frameworks Update.
The confidence check carried out is a simple matching rule that is applied to an incoming file when the NINO or TRN on the incoming file has been traced to a record on the system. It looks to match on surname, first and second forenames and gender so that it is confident that the update is being applied to the correct record.
Where the match cannot be made work item 252 is generated.
Note: If several updates fail to match, work item 252 is created for each failed update.
To clear work item 252 follow steps 1 - 27. This guide is presented as follows
| Initial action | Steps 1 - 3 |
| Change to the elements of the confidence checks required | Steps 4 - 7 |
| Where the source of rejection is an individual update failure | Steps 8 - 12 |
| Individual update - changes made not clear | Steps 13 - 15 |
| Individual update - mixed records | Steps 16 - 25 |
| Where the source of the rejection is an employment update failure | Steps 26 - 27 |
Initial action
| Note: All work items 252, including deceased cases, must be reviewed thoroughly and with care | |
| 1. | Check the information which has been sent from CID shown on the work item with the details on NPS and determine which element(s) of the confidence check have failed. That is surname, first and second forenames and gender |
| 2. | Compare the Name History and Gender on TBS with the Name Summary and Gender on the NPS records to see where the two systems are out of line |
| 3. | Where the surname, first and second forenames and gender all match, go to step 8 |
| Note: It is possible that the relevant changes to the elements of the confidence check have already been made from another service after the work item was created, for example by an i2K (NI) operator, but any individual update that failed may still need to be made |
Change to the elements of the confidence checks required
| 4. | Using TBS and NPS notes, establish which system holds the most recent information or which system contains the most complete record. Update the record so that both systems reflect each other. When you change an individual’s name in NPS, use ‘Insert’ in the Individual Name screen as this will keep a history for future reference of all changes made. Do not use ‘Edit’ in the Individual Summary screen |
| Note: It is anticipated that in the majority of cases the gender showing on NPS will be correct. However, gender changes can only be made through TBS. | |
| 5. | If, after checking all available information it appears that the gender on TBS or the gender on both TBS and NPS is wrong you must update TBS. This will in turn update NPS |
| 6. | If, after checking all available information it appears that the gender is either wrong or not known on NPS but correct on TBS refer the case to |
| AIS Room BP1002 Benton Park View Longbenton Newcastle Upon Tyne NE98 1ZZ |
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| Ensure that you quote the individual’s name, NINO, TRN and the evidence that you have to suggest that NPS is wrong | |
| 7. | Update Contact History, see ‘Manual creation (Action Guide)’ at PAYE105016 even though you may not have changed anything on NPS, to show that you have reviewed the record and updated TBS |
Where the source of rejection is an individual update failure
| 8. | Check the Contact History screen to view notes and see what recent changes have been made on NPS |
| 9. | Compare all designatory data, title, name type, capacitor, contact details, marriage and civil partnership details and the indicators screen to see what has been changed on NPS that would have triggered an update to CID |
| 10. | Once identified, check TBS to see if the update has been applied on TBS |
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| 11. | Update Contact History, see ‘Manual creation(Action Guide)’ at PAYE105016 even though you may not have changed anything on the PAYE Service, to show that you have reviewed the record and updated TBS |
| 12. | Close the work item in accordance with PAYE110075 |
Individual update - changes made not clear
| 13. | Ensure all designatory data matches on TBS and NPS. That is, title, name type, capacitor, contact details, marriage and civil partnership details and the indicators screen. Where there are mismatches, using TBS and NPS notes establish which system holds the most recent information or which system contains the most complete record |
| 14. | Where the data does not match, update TBS to bring it into line with NPS or update NPS to bring it into line with TBS |
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| 15. | Where all the data matches |
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Individual update - mixed records
| Where, on review of the TBS and NPS records, you establish that the records relate to two different people, for example, different surnames, forenames, dates of birth, you should regard NPS as the master record for the NINO shown on the work item | |
| 16. | Using the designatory data for the record on TBS, use TBS Function Find Taxpayer and NPS Trace & Match Individual to search for any different TRN or NINO records for that individual |
| Note: This will help to determine who the work item NINO / TRN belongs to and identify cases that have been merged incorrectly on TBS. | |
| 17. | Where there is an SA interest in TBS, follow SA Mixed Records Action Guide at SAM101106 |
| 18. | Where there is no SA Interest in TBS, amend all TBS designatory details from the work item NINO to match the NPS designatory details of the work item NINO |
| 19. | Determine whether there are any live employments on all the traced records and the work item record that belongs to the other individual. If live employment(s) exist that have not been created from a P14, delete in accordance with PAYE64016 |
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| Note: The Contact History note must state exactly which EMP REF has been deleted, that it does not belong to the individual and that it will be removed from TBS at the next ‘Employment Alignment Exercise’. | |
| 20. | Create the deleted employment in the correct record if it doesn’t already exist, in accordance with PAYE61053 |
| 21. | If a live employment(s) exists on NPS for the wrong individual and it has been created from a P14, do not delete the employment. P.Cease the employment(s) and send a memo with full details of both individual’s records to |
| AIS Room BP1002C Benton Park View Longbenton Newcastle Upon Tyne NE98 1ZZ |
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| 22. | Additional NPS records traced for both individuals should be merged in accordance with PAYE104001 |
| 23. | Note: When a customer record is set up on a system that uses CID Framework an interest is created on the CID record for that customer. For example, the Child Benefit system. Any changes to personal (designatory) data using TBS are made on CID and then passed on to all the other systems that have an ‘interest’. |
| In TBS, view taxpayer summary details, check the [interest] button at the bottom of the screen to see if the record has any interest areas. | |
| When amendments have been on TBS, you must advise any ‘interest’ areas by opening and saving the Referral Template (Word 44kb) to your computer, completing and sending it to the appropriate contacts shown below either as an email attachment or by post. | |
Where TBS interest is Student Loans |
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East Kilbride Student Loans Unit (EKSLU) |
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Where TBS interest is Child Benefit System, Child Trust Fund, Tax Credit Service |
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Where TBS interest is TPSS, GGIS Known Facts, IDMS, CIS or DWP |
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| 24. | Update Contact History, see ‘Manual creation (Action Guide)’ at PAYE105016, to show what actions you have taken |
| 25. | Close the work item in accordance with PAYE110075 |
Where the source of the rejection is an employment update failure
| 26. | Update Contact History, see ‘Manual creation (Action Guide)’ at PAYE105016, even though you may not have changed anything on NPS to show that you have reviewed the record because of an employment update failure |
| 27. | Close the work item in accordance with PAYE110075 |
