PAYE105017 - Individual records: contact history: telephone and correspondence - core principles

This guidance outlines the core principles for creating a manual Contact History note as a result of contact with the customer by means of a form, letter or telephone call. Please see PAYE105020 for guidance when reviewing work management items.

In all cases you must complete the following details

• Document type (select the appropriate form relevant to the information you are working, for example P60, P161, R40, otherwise select ‘Other’)
• Document type date (must relate to the year the information refers. This information can also be included in the ‘Actions’ and ‘Other Information’ fields when dealing with multiple years
• Contact channel (for example telephone in, letter in, document in, e-mail in)
• Contract type (for example individual, agent, capacitor)
• Contact storage reference (PAYE105026) (location of any document that has been used to update NPS that requires retention)
• Contact reference (employer reference, DWP office), if Contact type ‘individual’ is selected this is re-populated with the NINO / TRN
• ‘Actions’. The ‘Actions’ field holds up to 201 characters. In more complex cases, if more notes space is needed you can create a manual Contact History note, see SPD 6d, or complete the ‘Action’ field for each key action taken

When updating the Actions field (see SPD 6d), you must

• Write a clear and concise note of the information received and the actions taken
• Copy and paste notes from Office Clerical Assistant (OCA) when required
• Only use the agreed standard abbreviations and acronyms from PAYE105024 
• Enter spaces not just commas or full stops to separate text
• Provide a breakdown of any apportioned figures or manually reconciled years shown in IABD
• Make sure details are compliant with the Data Protection and Freedom of Information Acts
• Ensure all outbound calls are noted including all actions completed. If unsuccessful, note the attempt with the outstanding information or actions required
• Review your notes before submission

Do not 

• Use personal abbreviations or acronyms
• Repeat basic information about the customer, for example name or date of birth
• Express personal opinions or enter any inappropriate notes that could cause offence
• Enter details that are not relevant to the information provided or actions taken
• Duplicate figures that are already captured in IABD
• Use words or phrases that are vague or open to misinterpretation
• Include bank details
• Include your name or the name of a colleague. Use the PID instead

Note: If you move to another screen for the same customer without saving the information, no warning message will be displayed and NPS will not record the information you have entered.