TCM0270200 - Renewals - work lists (Unfinalised): Unfinalised S17 work list - Unprocessed change of circumstances
Version 1.0
Changes to previous version - amended guidance. Replaces 바카라 사이트˜Unfinalised S17 Work List: Unprocessed Change Of Circumstances (AG)바카라 사이트™.
Checklist
Before you follow this guidance, make sure
- you바카라 사이트™ve 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 바카라 사이트˜R바카라 사이트™ on the B&C A-Z index, selecting 바카라 사이트˜Roles and Access Process바카라 사이트™, selecting 바카라 사이트˜Roles & Access Catalogue바카라 사이트™ from the Related links menu
- you바카라 사이트™re in the correct MU. Use TCM0322460 for the correct MU number.
Background
A work list item will populate the Unfinalised S17 work list when the customer hasn바카라 사이트™t returned their Annual Declaration by the 1st Specified Date (1SD) and there바카라 사이트™s a reason why the tax credits computer can바카라 사이트™t process the renewal to finalise PY (Previous Year).
- For auto-renewal cases, the tax credits computer can바카라 사이트™t finalise the case.
- For reply-required cases, the tax credits computer will terminate the claim but is unable to finalise the PY.
The tax credits computer can바카라 사이트™t finalise PY because there바카라 사이트™s an unprocessed change of circumstance on the BAU work list. The unprocessed change of circumstances work list item must be worked before the case is manually finalised or finalised and renewed.
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.
Step 1
If you바카라 사이트™ve come to this guidance from TCM0270140 and you바카라 사이트™re gathering information to contact the customer, go to Step 5.
If you바카라 사이트™ve come to this guidance from TCM0270140 and you바카라 사이트™re resolving the unprocessed change of circumstances, go to Step 10.
If you바카라 사이트™re following this guidance for the first time, go to Step 4.
If you바카라 사이트™re dealing with an expired action date, go to Step 2.
If you바카라 사이트™re dealing with a written reply to a previous enquiry, go to Step 10.
Step 2
Check Household Notes to determine if the missing information has been recorded. For how to do this, use TCM1000067.
If the missing information has been recorded, go to Step 8.
If the missing information hasn바카라 사이트™t been recorded, go to Step 3.
Step 3
If the change of circumstances refers to a family break up or death
- follow the relevant Changes guidance
then
- go to Step 16.
If the change of circumstances does not refer to a family break up or death
- delete the Unfinalised S17 UNCOC work item. For how to do this, use TCM1000160
- go to Step 11.
Step 4
Access the Unfinalised S17 work list. Follow the guidance in TCM0270100
then, if applicable
- return to this guidance and go to Step 5.
Step 5
Access the Unprocessed S17 work list and make a note of the reason for the work list item. For how to do this, use TCM1000004.
If the work item is on the Unprocessed Change of Circs work list, go to Step 7.
If the work item isn바카라 사이트™t on the Unprocessed Change of Circs work list, go to Step 6.
Step 6
Check if the work item is on the 바카라 사이트˜Unprocessed Change of Circs with Vantives바카라 사이트™ MU. For how to do this, use TCM1000142.
Note: On TCM0322460, the 바카라 사이트˜Unprocessed Change of Circs with Vantives바카라 사이트™ MU is listed as 바카라 사이트˜Old Cases Inc Vantive & Unproc/vantives (All categories)바카라 사이트™.
If the work item isn바카라 사이트™t on the 바카라 사이트˜Unprocessed Change of Circs with Vantive바카라 사이트™ MU, go to Step 11.
If the work item is on the 바카라 사이트˜Unprocessed Change of Circs with Vantive바카라 사이트™ MU
- make a note of the action day set on the work list. For how to do this, use TCM1000215
- transfer the Unfinalised S17 work item to the S17 Navigation Vantives MU. For how to do this, use TCM1000023
- set an action date on the transferred work item to the same date as you noted had been set on the 바카라 사이트˜Unprocessed Change of Circs with vantive바카라 사이트™ MU. For how to do this, use TCM1000008
- go to Step 17.
Step 7
Sort and filter the Unprocessed Change Of Circs work list so that your 바카라 사이트˜Unfinalised S17 UNCOC바카라 사이트™ worklist item is displayed. For how to do this, use TCM1000208
- establish and make a note of the reason for the work list item. For how to do this, use TCM1000004
- go to Step 8.
Step 8
Check Household Notes for any information relating to the unprocessed change of circumstances. For how to do this, use TCM1000067.
If you바카라 사이트™ve come to this guidance from TCM0270140, return to that guidance.
If you have the information needed to deal with the work item, go to Step 10.
If you don바카라 사이트™t have the information needed to deal with the work item, go to Step 9.
Step 9
Contact the customer and obtain the information to resolve the 바카라 사이트˜Unprocessed Change of Circs바카라 사이트™ work item. Follow the guidance in TCM0094080.
Note: If TCM0094080 instructs you to send a written enquiry to the customer, send form TC664 to obtain the information needed.
If you contacted the customer by phone and they were able to provide the required information, go to Step 10.
If you contacted the customer by phone and they will call back with the required information
- transfer the Unfinalised S17 work list item to the 바카라 사이트˜Unfinalised S17 BF바카라 사이트™ MU and set an action date for 15 days in the future. For how to do this, use TCM1000023 and TCM1000008
- go to Step 17.
If you contacted the customer by sending a TC664
- transfer the Unfinalised S17 worklist item to the 바카라 사이트˜Unfinalised S17 BF MU바카라 사이트™ and set an action date for 35 days in the future. For how to do this, use TCM1000023 and TCM1000008
- go to Step 17.
Step 10
Resolve the unprocessed change of circumstances. Follow the guidance in TCM0272400 to apply the change.
If you weren바카라 사이트™t directed to this guidance from TCM0270140, go to Step 11.
If you were directed to this guidance from TCM0270140, return to that guidance.
Step 11
Determine whether the Annual Declaration is reply-required or auto-renewal S17. For how to do this, use TCM1000204.
If the Annual Declaration was reply required and you noted an appeal marker was present in TCM0270100, go to Step 17.
If the Annual Declaration was reply required and you didn바카라 사이트™t note an appeal marker in TCM0270100, go to Step 13.
If the Annual Declaration was auto-renewal, go to Step 12.
Step 12
Check if there is CY entitlement. For how to do this, use TCM1000229.
If there is any CY entitlement and you didn바카라 사이트™t note an appeal marker in TCM0270100, go to Step 15.
If there is any CY entitlement and you did note an appeal marker in TCM0270100, go to Step 14.
If there isn바카라 사이트™t any CY entitlement and you didn바카라 사이트™t note an appeal marker in TCM0270100, go to Step 13.
If there isn바카라 사이트™t any CY entitlement and you did note an appeal marker in TCM0270100, go to Step 16.
Step 13
Finalise the PY award on the tax credits computer. For how to do this, use TCM1000205
- go to Step 16.
Step 14
Renew CY without finalising PY. For how to do this, use TCM1000149
Note: When the appeal has been resolved, the Appeals team will 바카라 사이트˜Finalise바카라 사이트™ the PY award.
- go to Step 16.
Step 15
Finalise the PY award and renew the CY award using function 바카라 사이트˜Manage Finalisation바카라 사이트™. For how to do this, use TCM1000017
- go to Step 16.
Step 16
Check if the work item is still on the Unfinalised S17 work list. For how to do this, use TCM1000142.
If the work item isn바카라 사이트™t still on the work list,go to Step 17.
If the work item is still on the work list with the reason 바카라 사이트˜Unprocessed COC바카라 사이트™
- transfer it to the 바카라 사이트˜Worked and Cleared바카라 사이트™ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- go to Step 17.
If the work item is still on the work list with the reason 바카라 사이트˜APP바카라 사이트™,go to Step 17.
If the work item is still visible with any reason other than 바카라 사이트˜Unprocessed COC바카라 사이트™ or 바카라 사이트˜APP바카라 사이트™
- transfer it to the 바카라 사이트˜Rogue바카라 사이트™ MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- go to Step 17.
Step 17
Following your action
- update Household Notes with the appropriate message - SN15, SN16, SN19, SN20 or SN29 from TCM0172060. For how to do this, use TCM1000001
Note: If these Household Notes don바카라 사이트™t cover the action you바카라 사이트™ve taken, record any additional action using the Renewals & Reminders category.
- take no further action.