PAYE106014 - Individual records: re-issue correspondence: issue OCA generated letter or form (Action Guide)
When you issue a stock letter or form held in OCA you will need to consider who the recipient of the output is and ensure the correct issuing office address is shown.
Change office address
When a form is issued from the PAYE Service, the issuing HMRC address shown will be a PO Box address. There are certain exceptions and these are detailed as follows
- If the record is ‘owned’ by a Specialist Business Area’ (SBA) the output will carry the relevant SBA office address. Further information can be found at PAYE103085
- If the Welsh language indicator is set the output will be handled by the Welsh office PAYE103110
Unless your work area is within the exceptions above, when issuing forms or letters manually from OCA you should use the PO Box address of the ESS Regional Post Room assigned to your office.
Issue OCA generated letter or form to individual
If you are sending the form to the individual, their designatory details can be imported from the PAYE Service to the OCA letter or form by following steps 1 - 11 below. This guide is presented as follows
| Import Individual’s designatory details from the PAYE Service to OCA | Steps 1 - 9 |
| RLS indicator present | Steps 10 - 11 |
Import Individual’s designatory details from the PAYE Service to OCA
| When you wish to manually issue a letter or form to an individual, the designatory (personal) details can be copied from the PAYE Service and used in the SEES OCA facility. | |
| Where the letter or form is to go to an agent or capacitor you will need to complete the issue details on the OCA form manually. It is therefore important to check who is to receive the form or letter before proceeding. | |
| You should also check if any of the ‘special output’ indicators within the Individual section are set. You should follow the guidance at PAYE103110 if the Welsh indicator has been selected and at PAYE103115 where the Audio, Braille or Large Print indicators are set. | |
| To generate the individual’s details | |
| 1. | Select the Contact History screen |
| 2. | From the options select the [Output Summary] button, the Output Summary screen will be displayed |
| 3. | In the Output Summary screen the boxes beside the designatory details fields will have been pre-selected |
| Note: When the details are copied into the form any empty fields are ignored. | |
| 4. | Select the [Copy] button |
| 5. | Open the OCA Forms and letters facility |
| 6. | Select the document template to be used |
| 7. | Paste the details into the letter or form |
| Note: In a small number of cases, the address copied from the PAYE service may be that of the Visually Impaired Media Office or the Welsh Office. This can occur where the individual has the appropriate special output indicator set and a ‘correspondence’ address. In these cases, you will need to amend the OCA letter or form to include the residential address. | |
| 8. | Prepare and dispatch the letter or form |
| 9. | Update the Contact History and / or Work Management screen noting the actions taken. If the issue of a letter was triggered by a work item then it is important to note the details of the work item in Contact History so this can be traced later, if required |
RLS indicator present
| Where the RLS indicator is present no address data is retrieved by the copy facility and the output cannot proceed any further. | |
| 10. | If you have a new address that has been confirmed by the individual, update the address details in the ‘Insert / Edit Address Details’ screen, see SPD 4b available on the Customer Operations Guidance Gateway |
| 11. | After updating the address return to step 1 to continue with the issue of the form or letter |
