Tcm0080340 - claims - work lists (vfs - miscellaneous): verification failures - new claim identified as renewals linked (ag) - hmrc internal manual

TCM0080340 - CLAIMS - WORK LISTS (VFS - MISCELLANEOUS): VERIFICATION FAILURES - NEW CLAIM IDENTIFIED AS RENEWALS LINKED (AG) To enable cases identified as new claims submitted instead of the

customer returning the Annual Declaration to be rectified, consider steps 1 to 9. STEP 1 Note: This guidance is to be followed by staff working MU249981. Use Function MAINTAIN WORKLIST *

select the Verification Failures work list from the drop down list for the Worklist Type field * select the office or unit you want from the drop down list for the Management Unit field, if

the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the work list for your MU * select a case with an action date of

01-04-2007 * select [Details] * does ‘Applica’ or ‘Applic/Child’ show at all in the areas of failure? > * no, the Rule 3, 4 or 5 verification failure has been resolved, > transfer the 

work item to the appropriate Verification Failures > Worked and Cleared MU. Use TCM0322460 for the correct MU number. > Take no further action. >      * yes, go back to the Maintain

 Worklist screen and make a note of > the customer’s NINO and then go to Step 2. STEP 2 Use Function VIEW HOUSEHOLD NOTES * enter the customer’s NINO in the Key Entry Data screen * select

the ‘All’ checkbox * select [OK] * is there a note stating ‘Good Cause failed’? > * yes, raise an EARS to get the case cleared by a script and then > go to Step 9. >      * no, is 

there a note stating ‘Restore action already taken > place’? > * yes, go to Step 3. >      * no, go to Step 4. STEP 3 Use Function VIEW AWARD and go to the Award Summary screen * Is

there an Initial CY award showing after the SOA issued version? > * yes, withdraw the new claim as the existing claim has already > been restored. Use TCM0139020 and then go to Step 

9. >      * no, go to Step 4. STEP 4 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 > Note: If you are taken to the Select Individual screen, check both > individuals. * select the failed claim * select [OK]. You will be taken to the

Award Summary screen * make a note of the following details for the customer (and, where applicable, both customers) > * name >      * date of birth >      * NINO * select [Cancel].

You will be taken back to the Select Individual screen * select the existing claim * select [OK]. You will be taken to the Award Summary screen * make a note of the following details for

the customer (and, where applicable, both customers) > * name >      * date of birth >      * NINO > Note: If the failed claim is a joint claim, go back to the beginning > of 

this step and repeat using the second customer’s NINO. * compare the details noted. Are the details the same? > * yes, on the Award Summary screen, make a note of the date in the > 

Received Date field for the new claim and then go to Step 5. >      * no, continue with the normal verification failure process. > Follow the relevant guidance in TCM0076000, 

TCM0078000 or > TCM0080000. Top of page STEP 5 Use Function VIEW S17 DETAILS * enter the customer’s NINO in the Key Entry Data screen * select the ‘All’ checkbox * select [OK]. You will

be taken to the Select S17 Period screen > Note: If you are taken to the Select Individual or Select Household > screens, look for the latest household prior to the new claim. Once

> established, select the individual or household and then select > [OK]. You will then be taken to the Select S17 Period screen * select the 2005-2006 claim * select [OK]. You will be

taken to the Current Position screen > Note: If there is not a 2005-2006 claim present, continue with the > normal verification failure process. Follow the relevant guidance in > 

TCM0076000, TCM0078000 or TCM0080000. * If the Signals screen displays, make a note of any signals set. Are any of the following signals set? > ‘Compliance’ > ‘Inhibited’ > ‘SCO’

> * yes, these cases are under compliance enquiry and should not be > restored. Continue with the normal verification failure process. > Follow the relevant guidance in TCM0076000, 

TCM0078000 or > TCM0080000. >      * no, is the status of the renewal >>  ‘Finalised Actual Full Reply’ >>  ‘Finalised Estimate Full Reply’ >>  ‘Finalised Actual 

Managed’ >>  ‘Finalised Estimate Managed’ >>  or >>  Is there a date in the Received Date field? > * yes, and the Terminated signal is set, make a note of the date > 

in the Received Date field and then go to Step 6. >      * yes, and the Terminated signal is not set, go to Step 7. >      * no, and the Terminated signal is set, go to Step 6. >

      * no, and the Terminated signal is not set, go to Step 8. >      * no, and the case is an auto renewal case, continue with the > normal verification failure process. Follow the 

relevant guidance in > TCM0076000, TCM0078000 or TCM0080000. Top of page STEP 6 Use Function AMEND APPLICATION, choosing the Correction option * enter the customer’s NINO in the Key Entry

Data screen * select the most recent finalised version * select [OK]. You will be taken to the Applicant Details screen * select ‘Household’ on the toolbar menu * select ‘Details’ from the

options available * select the latest household * select [OK]. You will be taken to the Household Details screen * check the reason in the Household End Reason field. If the reason > * is

 System Termination, is the return date of the Annual > Declaration or the date in the Date Received field for the new claim > before or within 30 days of the SOA issue date? >>

  Note: Use Function VIEW AWARD and go to the Select Award screen to >>  establish the SOA issue date. > * yes, follow the guidance in TCM0262260. >      * no, follow the 

guidance in TCM0136160. > * is not System Termination, continue with the normal verification > failure process. Follow the relevant guidance in TCM0076000, > TCM0078000 or 

TCM0080000. Top of page STEP 7 Use Function VIEW LINKED WORK ITEMS. Note: If you are taken to the Select Individual or Select Household screens, select the individual or household for the

existing claim. * Is the renewal on the Unprocessed S17 work list? > * yes, withdraw the new claim. Follow the guidance in TCM0139020, > selecting the IR User Error option and then go 

to Step 9. >      * no, continue with the normal verification failure process. > Follow the relevant guidance in TCM0076000, TCM0078000 or > TCM0080000. Top of page STEP 8 Contact

the customer by phone. Follow the guidance in TCM0094080. Note: If you are unable to contact the customer by phone or you are unable to contact them after two attempts, continue with the

normal verification failure process. Follow the relevant guidance in TCM0076000, TCM0078000 or TCM0080000. * explain to the customer > * that they should return their Annual Declaration 

to you >      * failure to do so will result in the termination of their > payments and a recoverable overpayment > then * does the customer agree to provide their Annual

Declaration details? > * yes, and they have all the details to hand > * capture the details. Follow the guidance in TCM0254040 >      * withdraw the new claim. Follow the guidance 

in TCM0139020, > selecting the IR User Error option >>  then > * go to Step 9. > * yes, but they do not have all the details to hand > * tell them to phone the Tax Credits 

Helpline as soon as possible > with the details and tell them you are withdrawing their new claim > as they have said they will provide the details. The phone numbers > are 0845 

3003900 (Great Britain) or 0845 603 200 (Northern Ireland) > or return their Annual Declaration to you >>  then > * withdraw the new claim. Follow the guidance in TCM0139020,

> selecting the IR User Error option >      * use Function MANAGE FINALISATION and go to the Notice Details > screen to extend the 1st Specified Date (1SD) on the renewal by 28 >

 days in the Specified Dates First field >>  Note: If the 1SD is extended to within 30 days of 2nd Specified >>  Date (2SD), the 2SD will be automatically extended. For more

>>  information, follow the guidance in TCM0264060. > * go to Step 9. > * no > * tell the customer that they will have to pay back any money they > have received since 

06/04/06 when their payments are terminated due > to the non-return of their Annual Declaration >      * then >      * go to Step 9 and continue with the normal verification failure

> process. Follow the relevant guidance in TCM0076000, TCM0078000 or > TCM0080000. Top of page STEP 9 Use Function MAINTAIN HOUSEHOLD NOTES to record the actions you have taken.

Include * whether Good Cause has been accepted or rejected * whether the new claim has been withdrawn * whether the Annual Declaration details have been provided by the customer or whether

they are going to provide them and by what means (that is, through the Helpline or by returning the Annual Declaration) * whether the case has been restored. > Note: You must follow the 

guidance in TCM0152060 when you record the > note and also follow the guidance in TCM0152160. Previous page Print this page