TCM0054100 - Changes - work lists: Unprocessed Change of Circumstances work list - address changes (UK) (AG)

To deal with an Unprocessed Change of Circumstances work list item with a change of address, consider steps 1 to 16.

Step 1

Before making any changes to the claim, you must follow the guidance in TCM0042260. This is to confirm if your changes can be made or if the case needs to be sent to a specialist team.

  • If the changes can be made

and

  • you are dealing with
    • an expired action date, go to Step 9.
    • a non-UK address change, follow the guidance in TCM0048060.

otherwise

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Step 2

Use Function VIEW APPLICATION

  • enter the customer’s NINO in the Key Entry Data screen
  • select the ‘All’ checkbox
  • select [OK]. You will be taken to the Application Summary screen
    • If you are taken to the Select Application screen
    • select the latest existing claim
    • select [OK]. You will then be taken to the Application Summary screen
    • If you are taken to the Select Version screen
    • check for a version that shows an ‘Area of Change’ for address (Add)
    • If there is, make a note of the date for the latest address change
    • If there isn’t or if you are taken straight to the Application Summary screen, then no address change has been made
    • select the latest version
    • select [OK]. You will then be taken to the Application Summary screen
  • make a note of the address of customer 1 and customer 2

then

  • If the claim is post award, go to Step 3.
  • If the claim is pre-award, go to Step 4.

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Step 3

Use Function AMEND APPLICATION choosing the Correction option

  • enter the customer’s NINO in the Key Entry Data screen
  • select the ‘Latest’ checkbox
  • select [OK]. You will be taken to the Applicant Details screen
  • select ‘Household’ from the toolbar menu
  • select ‘Details’ from the options available. You will be taken to the Household Details screen
  • check if there is a reason in the Household End Reason field
    • If there is a reason and it is ‘Household Breakdown’
    • make a note of the date in the Household End Date field
then
    • If there is any other reason or there is no reason shown, for example because there has not been a household breakdown, go to Step 6.

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Step 4

Use Function AMEND APPLICATION, choosing the Change of Circumstances option

  • enter the customer’s NINO in the Key Entry Data screen
  • select the Latest checkbox
  • select [OK], the following message will display

‘Details must be recorded on the Free Format screen. Do you wish to proceed?’

  • select ‘Yes’, you will be presented with the Free Format screen
  • check if there is a message to say the household has ended and the reason why
    • If there is a household breakdown, go to Step 15.
    • If the household has ended for a reason other than a household breakdown, go to Step 14.
    • If there is no message, go to Step 5.

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Step 5

Use Function CAPTURE APPLICATION, selecting ‘Sm’ from the toolbar. Check the Application Summary field for any household breakdown messages.

  • If there is no household breakdown message, go to Step 11.
  • If there is a household breakdown message, copy and enter the message on the Free Format screen in Function AMEND APPLICATION, then go to Step 15.

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Step 6

Use Function MAINTAIN HOUSEHOLD NOTES to check for an entry indicating that there has been a household breakdown or if another reason has been given for the change of address.

  • If there is no reason given for the change of address, go to Step 11.
  • If there is a reason for the change of address other than household breakdown , go to Step 14.
  • If there is an entry indicating a household breakdown, check the household breakdown end date
    • note the details
then

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Step 7

If the household breakdown details were in

  • Function AMEND APPLICATION, go to Step 15.
  • Function VIEW HOUSEHOLD NOTES
    • action the household breakdown. Following the guidance in TCM0036100 
then

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Step 8

Look at the date of the household breakdown you noted and compare this with the date the address was changed.

  • If the date the address was changed is after the date of the household breakdown, go to Step 14.
  • If the date the address was changed was before the date of the household breakdown, go to Step 11.

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Step 9

Use Function VIEW HOUSEHOLD NOTES (for post award claims) or Function AMEND APPLICATION in the Free Format screen (for pre-award claims) to check if the information required has been received.

  • yes - the address details have been received
    • If the claim is pre-award and there has been a household breakdown, go to Step 15.
    • If the claim is pre-award and there hasn’t been a household breakdown, go to Step 14.
    • If the claim is post award, go to Step 14.
  • no - the address details haven’t been received, go to Step 10.

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Step 10

Check Household Notes or the Free Format screen to check if a reminder has been issued and to which address.

  • yes - a reminder has been issued to the new address held on the computer, go to Step 13.
  • yes - a reminder has been issued to the old address held on the computer, go to Step 15.
  • no - a reminder hasn’t been issued, use Function MAINTAIN WORKLIST to
    • issue a reminder
and
    • set an action date for 14 days in the future
Note: You must tick the Retained checkbox after entering the action date.
then

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Step 11

Use Function VIEW APPLICATION and go to the Additional Information screen to check if a contact phone number is available for either customer.

  • If there is a phone number, go to Step 12.
  • If there isn’t a phone number, go to Step 13.

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Step 12

Phone either customer to obtain the missing information you need to capture the change of address. Follow the guidance in TCM0094080.

  • If you are unable to contact either customer, go to Step 13.
  • If you are able to contact the customer
    • and obtain the information you need, go to Step 14.
    • but you can’t obtain all the information you need
    • tell the customer to contact the Tax Credits Helpline as soon as possible with the information.
then

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Step 13

If

  • you have come from Step 11 or Step 12, issue form TC664 to the new address held on the computer. Write to the customer using the wording below

or

  • you have come from Step 10, issue form TC664 to the old address held on the computer. Write to the customer using the wording below
‘We currently have two addresses for you on our records’
‘In the space provided please tell us what your current address is, including postcode and daytime and evening phone numbers’
‘What was your previous address?’
‘Does your partner [insert name] live with you at your current address?’
‘If you have answered ‘No’ to the above question, please tell us the date your partner left the household (please include the day, month and year)’

then

  • use Function MAINTAIN WORKLIST to set an action date for 14 days in the future

Note: You must tick the Retained checkbox after entering the action date.

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Step 14

Use Function AMEND APPLICATION choosing the Correction option to check if the change is already on the computer. To do this

  • go to the Applicant Details screen and check the information held against the information you have noted at earlier steps or been given by the customer.
    • If the new address details are already held on the computer, go to Step 15.
    • If the new address details aren’t already held on the computer
    • amend the details. Follow the guidance in TCM0036040 
then, return to this guidance and

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Step 15

Delete the item from the work list. Follow the guidance in TCM0140060 

then

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Step 16

Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Application’ category for post award claims or Function CAPTURE APPLICATION, in the Application Notes field for pre-award claims, to enter the following, where appropriate

  • ‘NU31 TC664 issued to new/old (delete as appropriate) address to confirm address details’
  • ‘NU32 No reply to TC664 sent to new/old (delete as appropriate) address, reminder issued’
  • ‘NU33 Address details amended’
  • ‘NU35 No response to reminders, Unprocessed COC W / L item deleted. Confirmation of both customers’ address required if customer phones CC’
  • ‘NU36 Unprocessed COC W/L item deleted, address correct’
  • ‘NU39 TC664 issued to Ap1/2 at updated/previous address’x

and

  • any other action that you haven’t already recorded.

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.


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