TCM0044080 - Changes - miscellaneous (G-Z): Invite fresh claim
Version 3.0
Changes to previous version - amended guidance. Removed tax credits helpline number.
Reasons not to follow this guidance
You don’t need to follow this guidance if
- you work on one of the teams that is authorised to issue claim packs to customers. You will need to follow your own specific guidance telling you how to issue a claim pack to a customer.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian / Data Security Team for advice.
Step 1
Note: To prevent fraud, only specialised teams who are authorised to do so can issue claim packs to customers.
Tell the customer they need to contact the tax credits helpline to request a claim pack
then
If you haven’t been told to return to the guidance you were previously following, go to Step 2.
If you have been told to return to the guidance you were previously following, return to that guidance.
Step 2
Check if there has been an earlier claim and whether it has been rejected. For how to do this, use TCM1000346.
If there has been an earlier claim that has been rejected, take no further action.
If there has been an earlier claim but it hasn’t been rejected, go to Step 3.
If there hasn’t been an earlier claim, take no further action.
Step 3
Update Household Notes with the message XW01 from TCM0176020. For how to do this, use TCM1000001.
