TCM0036040 - Changes - customer: Address - change (AG)

To deal with a change of address, consider steps 1 to 17.

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

Before making any changes, use Function 바카라 사이트˜View Linked Work Items바카라 사이트™ to check if there are any Unprocessed Change of Circumstances work list items shown.

  • If there are no Unprocessed Change of Circumstances work list items shown
    • check if the change can be made. Follow the guidance in TCM0042260
      then, if the change can be made
    • go to Step 2.
  • If there is an Unprocessed Change of Circumstances work list item shown
    Note: If the Unprocessed Change of Circumstances work list item is the same as the change you have been notified of, delete the work list item.
    • make a note of the change you have been notified of
    • follow the guidance in TCM0054060 at step 1 for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list
      then, if you can action the changes
    • follow the rest of the guidance in TCM0054060 for the work list item only
    • return to this guidance to action the change you have been notified of
      Note: If you need to contact the customer for any missing information, make a note of all the information you need for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list
    • go to Step 2.

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Step 2

Check that the customer has supplied all the following relevant information

  • address
  • house name or number
  • postcode
  • new phone number, if applicable.
    Note: If the customer has previously been part of a joint claim and is now a single customer or intends to make a single claim, personal information from up to the date of the end of the joint claim will be issued to both customers during the renewal period.

If the customer has indicated in the correspondence that this may put them at risk of domestic violence

  • set the 바카라 사이트˜Manual Correspondence바카라 사이트™ marker, for how to do this follow the guidance in TCM1000063
  • action the household breakdown, if applicable. For how to do this, follow the guidance in TCM0036100
  • set the retained domestic violence household note. For how to do this use TCM0154040
    Note: You should only amend the address for both customers if you have confirmation that the change relates to both customers
  • If it is a joint claim, does the change relate to both customers?
    • yes (and you have all the above information), go to Step 4.
    • yes (but you do not have all the above information), go to Step 3.
    • no (and the change of address is due to a household breakdown), follow the guidance in TCM0258060.
    • not clear if the change is for both customers, go to Step 3.
  • If the change of address is to an address outside the United Kingdom (UK), follow the guidance in TCM0048060.
    Note: The Isle of Man and the Channel Islands are not part of the UK or European Union (EU).

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Step 3

Obtain the missing information. Follow the guidance in TCM0184200 (post award / Annual Declaration) or TCM0184220 (pre-award).

  • If you obtain the missing information, go to Step 4.
  • If you can not obtain the missing information, go to Step 11.

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Step 4

Use Function 바카라 사이트˜Amend Application바카라 사이트™ choosing the 바카라 사이트˜Correction바카라 사이트™ option.

  • If you are prompted to make your correction in Function 바카라 사이트˜Capture Application바카라 사이트™, select 바카라 사이트˜Yes바카라 사이트™, go to Step 6.
  • If the following message 바카라 사이트˜Applicant is a Potential Match바카라 사이트™ displays, go to Step 5.
    otherwise
  • you will be taken to the 바카라 사이트˜Applicant Details바카라 사이트™ screen, go to Step 6.

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Step 5

If the customer is a 바카라 사이트˜potential match바카라 사이트™, you will not be able to correct the address because the 바카라 사이트˜Address바카라 사이트™ button will be disabled.

  • refer the details to the Applicant Not Matched Team on the Pre-Award cluster
    then
  • go to Step 17.

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Step 6

On the 바카라 사이트˜Applicant Details바카라 사이트™ screen

  • select 바카라 사이트˜Address바카라 사이트™. You will be taken to the 바카라 사이트˜Address Change바카라 사이트™ screen
  • enter the Postcode and House Identifier
  • select 바카라 사이트˜Quick바카라 사이트™.
    • If the Address Wizard finds at least one match. You will be taken to the 바카라 사이트˜Select Address바카라 사이트™ screen, go to Step 8.
    • If the message 바카라 사이트˜There are no matching addresses바카라 사이트™ displays, select 바카라 사이트˜OK바카라 사이트™ and then go to Step 7.
    • If the message 바카라 사이트˜There are more than 25 matching addresses바카라 사이트™ displays, select 바카라 사이트˜OK바카라 사이트™. You will be taken to the 바카라 사이트˜Select Address바카라 사이트™ screen, go to Step 8.

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Step 7

On the 바카라 사이트˜Address Change바카라 사이트™ screen

  • enter the full address in the 바카라 사이트˜Address바카라 사이트™ field
  • enter the postcode in the 바카라 사이트˜Postcode바카라 사이트™ field
  • select 바카라 사이트˜Advanced바카라 사이트™
    • If the message 바카라 사이트˜There are no matching addresses바카라 사이트™ displays
      • select 바카라 사이트˜OK바카라 사이트™
      • check the address is correctly entered
      • select 바카라 사이트˜OK바카라 사이트™ to accept the address
        then
      • go to Step 9.
    • If the Address Wizard finds at least one match. You will be taken to the 바카라 사이트˜Select Address바카라 사이트™ screen, go to Step 8.
    • If the message 바카라 사이트˜There are more than 25 matching addresses바카라 사이트™ displays, select 바카라 사이트˜OK바카라 사이트™. You will be taken to the 바카라 사이트˜Select Address바카라 사이트™ screen, go to Step 8.

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Step 8

On the 바카라 사이트˜Select Address바카라 사이트™ screen, if the correct address

  • displays
    • select the correct address. The address will populate in the 바카라 사이트˜Address Details바카라 사이트™
      Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.
    • use Function 바카라 사이트˜View Household Notes바카라 사이트™ to check if there is a message stating that BACS payments were suspended due to RLS. The message will start with 바카라 사이트˜BACS payments suspended - address RLS바카라 사이트™
    • where there is a message, remove the 바카라 사이트˜Manual Payment Request바카라 사이트™ suspension. Follow the guidance in TCM0212220
      then, return to this guidance
    • use Function 바카라 사이트˜View Household Notes바카라 사이트™ to check for the following messages - NY13, NY14, NY15 or NY16
    • where any of these messages are present, refer the case to the Technical Advice Line (TAL) through your Technical Advice Line Liaison officer (TALLO)
      otherwise
    • select 바카라 사이트˜OK바카라 사이트™
    • where the claim is a joint claim you will be prompted to make the change for both customers
    • select 바카라 사이트˜Yes바카라 사이트™ or 바카라 사이트˜No바카라 사이트™, as appropriate. You will be taken to the 바카라 사이트˜Applicant Details바카라 사이트™ screen
    • go to Step 9.
  • does not display
    • select 바카라 사이트˜Cancel바카라 사이트™. You will be taken back to the 바카라 사이트˜Address Change바카라 사이트™ screen
    • where you have entered the postcode and house identifier and used the 바카라 사이트˜Quick바카라 사이트™ address find, go back to Step 7
    • where you have completed the full address and used the 바카라 사이트˜Advanced바카라 사이트™ address find, continue with this step
    • check the address has been entered correctly
      Note: If the RLS checkbox is selected and you have entered a new address, unselect the checkbox.
      then
    • use Function 바카라 사이트˜View Household Notes바카라 사이트™ to check for the following messages - NY13, NY14, NY15 or NY16
    • where any of these messages are present, refer the case to TAL through your TALLO
      otherwise
    • select 바카라 사이트˜OK바카라 사이트™
    • where the claim is a joint claim you will be prompted to make the change for both customers
    • select 바카라 사이트˜Yes바카라 사이트™ or 바카라 사이트˜No바카라 사이트™, as appropriate. You will be taken to the 바카라 사이트˜Applicant Details바카라 사이트™ screen
    • go to Step 9.

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Step 9

On the 바카라 사이트˜Applicant Details바카라 사이트™ screen

  • where the customer has supplied a new telephone number, enter it in the 바카라 사이트˜Daytime바카라 사이트™ or 바카라 사이트˜Evening바카라 사이트™ field, as appropriate, then
    • If you are making your change in Function 바카라 사이트˜Amend Application바카라 사이트™, select 바카라 사이트˜OK바카라 사이트™ and go to Step 10.
    • If you are making your change in Function 바카라 사이트˜Capture Application바카라 사이트™, select 바카라 사이트˜Sm바카라 사이트™ on the toolbar and go to Step 12.

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Step 10

On the 바카라 사이트˜Amend Finish바카라 사이트™ screen

  • enter the date the notification of the change was received
  • select the relevant source, for example, 바카라 사이트˜Paper바카라 사이트™ from the Source drop down menu
  • enter the reason for the change as 바카라 사이트˜Designatory바카라 사이트™
  • select 바카라 사이트˜OK바카라 사이트™
  • go to Step 11.

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Step 11

Update 바카라 사이트˜Household Notes바카라 사이트™ with the appropriate message - NC82 or NC73 - from TCM0164020. For how to do this, use TCM1000001.

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

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Step 12

On the 바카라 사이트˜Summary Information바카라 사이트™ screen record the following, whichever is appropriate in the 바카라 사이트˜Application Notes바카라 사이트™ field

  • NC82, NC85 or NC73 from TCM0164020. For how to do this, use TCM1000001.
  • Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • select 바카라 사이트˜OK바카라 사이트™
    • If the message 바카라 사이트˜Application will be processed. Do you wish to proceed?바카라 사이트™ displays
      • select 바카라 사이트˜Proceed바카라 사이트™
      • go to Step 13.
    • If the message 바카라 사이트˜The information captured is incomplete. This application will be rejected바카라 사이트™ or 바카라 사이트˜The information captured indicates that the application maybe ineligible. This application maybe rejected바카라 사이트™ displays
      • select 바카라 사이트˜Store바카라 사이트™
      • go to Step 13.

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Step 13

If the claim is

  • pre-award, go to the 바카라 사이트˜Summary Information바카라 사이트™ screen to make a note of your actions in the 바카라 사이트˜Application Notes바카라 사이트™ field
  • post award. Use Function 바카라 사이트˜Maintain Household Notes바카라 사이트™ to make a note of your actions
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).
    then
  • go to Step 14.

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Step 14

Check for a Visually Impaired Special Needs signal. To do this

  • use Function 바카라 사이트˜View Application바카라 사이트™
  • go to the 바카라 사이트˜Application Information바카라 사이트™ screen
  • check if the 바카라 사이트˜Special Needs바카라 사이트™ field displays Braille, Audio or Large Print

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Step 15

Notify VIMU of the change of address. To do this

  • complete the referral on the Visually Impaired Media Unit intranet site, with your own and the customer바카라 사이트™s details
    then
  • email it (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    Note: VIMU do not have access to TCO computer records so you must fully complete all the details on the request form, in particular the 바카라 사이트˜Requesting Officer바카라 사이트™ and 바카라 사이트˜Customers바카라 사이트™ details.
  • go to Step 16.

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Step 16

If the claim is Pre-award, go to the 바카라 사이트˜Summary Information바카라 사이트™ screen and update the the 바카라 사이트˜Application Notes바카라 사이트™ field with NC79 from TCM0164020. For how to do this, use TCM1000001.

If the claim is Post award

  • update 바카라 사이트˜Household Notes바카라 사이트™ with NC79 from TCM0164020. For how to do this use TCM1000001.

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040 (Application Notes) or TCM0152160 (Household Notes).

then

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Step 17

Has the customer stated that they want TCO to inform CBO of the change?

If no, close the document on DMS. For how to do this, use TCM1000037.

If yes, follow the guidance in TCM1000037

then

  • close the document on DMS.