TCM0094080 - Contact - customers and employers: Contacting customers

Version 6.0

Changes to previous version - amended guidance. Helpline number removed.

Checklist

Before you follow this guidance make sure

you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu.

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 or Data Security Team for advice.

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Step 1

Check whether the claim is pre-award or post award, if you don’t know this already. For how to do this, use TCM1000025

Note: If the status is ‘Partially Captured’ or ‘Awaiting Award’, the claim will be pre award. Any other status, the claim will be post award

obtain the customer’s phone number from the computer. For how to do this, use TCM1000175 (pre-award) or TCM1000174 (post award).

If you obtain a phone number, go to Step 7.

If you don’t obtain a phone number, go to Step 2.

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Step 2

Phone Directory Enquiries on 118707 to obtain the customer’s phone number.

If Directory Enquiries provide you with a phone number, go to Step 5.

If Directory Enquiries can’t provide you with a phone number because the customer is ex-directory or not listed, go to Step 3.

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Step 3

If the claim is pre-award

enter the customer’s phone number as ‘00000’ on the computer. For how to do this, use TCM1000177
update Application Notes with the message NC80 from TCM0164020. For how to do this, use TCM1000028
check IT systems to obtain missing information. For how to do this, useTCM0317000
send a written enquiry to the customer
go to Step 16.

If the claim is post award

enter the customer’s phone number as ‘00000’ on the computer. For how to do this, use TCM1000176

Note: Don’t complete the ‘Amend Finish’ screen at this point.

go to Step 4.

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Step 4

Complete the ‘Amend Finish’ screen. For how to do this, use TCM1000032

Note: The phone number will only be updated when you have completed the ‘Amend Finish’ screen.

If a warning message displayed and you had to pass the case to a Level 2 User or your manager, take no further action.

If a warning message displayed and you were able to make the change

update Household Notes with the message NC80 from TCM0164020. For how to do this, use TCM1000001
check IT systems to obtain missing information. For how to do this, use TCM0317000
send a written enquiry to the customer
go to Step 16.

If no warning message displayed

update Household Notes with the message NC80 from TCM0164020. For how to do this, use TCM1000001
check IT systems to obtain missing information. For how to do this, use TCM0317000
send a written enquiry to the customer
go to Step 16.

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Step 5

If the claim is pre-award

enter the customer’s phone number you obtained from Directory Enquiries onto the computer. For how to do this, use TCM1000177
go to Step 7.

If the claim is post award

enter the customer’s phone number you obtained from Directory Enquiries onto the computer. For how to do this, use TCM1000176

Note: Don’t complete the ‘Amend Finish’ screen at this point.

go to Step 6.

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Step 6

Complete the ‘Amend Finish’ screen. For how to do this, use TCM1000032

Note: The phone number will only be updated when you have completed the ‘Amend Finish’ screen.

If a warning message displayed and you had to pass the case to a Level 2 User or your manager, take no further action.

If a warning message displayed and you were able to make the change, go to Step 7.

If a warning message didn’t display, go to Step 7.

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Step 7

Phone the customer for the information you need.

Note: For a phone number starting with ‘18001’, follow the guidance in TCM0094260.

Note: If you’re unable to contact the customer at the first attempt, make a further attempt at a different time of day.

Note: Although you can contact the customer at their place of work, you mustn’t ask their employer direct questions about the claim.

Note: You mustn’t leave a message or a phone number on which you can be called back on an answering machine.

If the customer can’t be contacted by phone because they have call barring, go to Step 8.

If the customer can’t be contacted by phone because it’s not listed, go to Step 9.

If the customer can’t be contacted by phone because it’s a dead line, go to Step 10.

If you’re able to contact the customer, go to Step 12.

If you’re unable to contact the customer by phone,

send a written enquiry to the customer
go to Step 16.

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Step 8

If the claim is pre-award

enter the customer’s phone number as ‘00002/(MM/YY)’ on the computer. For how to do this, use TCM1000177
update Application Notes with the message NL11 from TCM0164020. For how to do this, use TCM1000028
send a written enquiry to the customer
go to Step 16.

If the claim is post award

enter the customer’s phone number as ‘00002/(MM/YY)’ on the computer. For how to do this, use TCM1000176

Note: Don’t complete the ‘Amend Finish’ screen at this point.

go to Step 11.

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Step 9

If the claim is pre-award

enter the customer’s telephone number as ‘00003/(MM/YY)’ on the computer. For how to do this, use TCM1000177
update Application Notes with the message NL12 from TCM0164020. For how to do this, use TCM1000028
send a written enquiry to the customer
go to Step 16.

If the claim is post award

enter the customer’s telephone number as ‘00003/(MM/YY)’ on the computer. For how to do this, use TCM1000176

Note: Don’t complete the ‘Amend Finish’ screen at this point.

go to Step 11.

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Step 10

If the claim is pre-award

enter the customer’s telephone number as ‘00004/(MM/YY)’ on the computer. For how to do this, use TCM1000177
update Application Notes with the message NL13 from TCM0164020. For how to do this, use TCM1000028
send a written enquiry to the customer
go to Step 16.

If the claim is post award

enter the customer’s telephone number as ‘00004/(MM/YY)’ on the computer. For how to do this, use TCM1000176

Note: Don’t complete the ‘Amend Finish’ screen at this point.

go to Step 11.

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Step 11

Complete the ‘Amend Finish’ screen. For how to do this, use TCM1000032

Note: The phone number will only be updated when you have completed the ‘Amend Finish’ screen.

If a warning message displayed and you had to pass the case to a Level 2 User or your manager, take no further action.

If a warning message displayed and you were able to make the change

update Household Notes with the appropriate message, either NL11, NL12 or NL13 from TCM0164020. For how to do this, use TCM1000001
send a written enquiry to the customer
go to Step 16.

If no warning message displayed

update Household Notes with the appropriate message, either NL11, NL12 or NL13 from TCM0164020. For how to do this, use TCM1000001
send a written enquiry to the customer
go to Step 16.

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Step 12

Confirm the person you are speaking to is the customer. Follow the guidance in TCM0094120

ask the customer for the information you need and explain to them that we need the information to process their claim, but there are other ways they can provide the information if they are reluctant to provide any information because they are concerned that you aren’t from HMRC

- they can phone the Tax Credits Helpline

- they can write to us with the information.

Note: If they wish to do this, make sure you provide them with your full postal address.

If the customer is willing to provide the information you need, go to Step 14.

If the customer wishes to phone the Tax Credits Helpline or write to us with the information you need, go to Step 13.

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Step 13

If the claim is pre-award

update Application Notes with the message NL08 from TCM0164020. For how to do this, use TCM1000028
go to Step 16.

If the claim is post award

update Household Notes with the message NL08 from TCM0164020. For how to do this, use TCM1000001
go to Step 16.

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Step 14

If the customer provides all the information you need, go to Step 16.

If the customer doesn’t provide all the information you need, go to Step 15.

If the customer is unable to continue with the phone call at that moment

ask them what time you should call them back

then, when you phone them back at that time

go back to Step 12.

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Step 15

If the claim is pre-award

update Application Notes with the message NL09 from TCM0164020. For how to do this, use TCM1000028
send a written enquiry to the customer
go to Step 16.

If the claim is post award

update Household Notes with the message NL09 from TCM0164020. For how to do this, use TCM1000001
send a written enquiry to the customer
go to Step 16.

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Step 16

Return to the guidance you were previously following for the action you now need to take.

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