TCM0172080 - Notes - Standardised Messages (S): Standardised Messages - S - Renewals (codes from ST to SZ)
Source: gov.uk (2025-09-23)


Note: This guidance provides Standardised Messages for the renewals issues listed below. Standardised Messages for other renewals issues are listed in TCM0172020 (https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0172020) (codes from SA to SD), TCM0172040 (https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0172040) (codes from SE to SI) and TCM0172060 (https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0172060) (codes from SJ to SS).

Unprocessed S17 work list - unprocessed change of circumstances (#IDAFT0EH) (codes from ST01 to ST04)Issuing and processing manual Annual Declaration (#IDA1V0EH) (codes from SU01 to SU09)Family break-up reported during renewal period (#IDAJ10EH) (codes from SV01 to SV04)Renewals - miscellaneous (#IDA530EH) (codes from SW01 to SW99)Unfinalised awards where a subsequent year is finalised (#IDAJ51EH) (codes from SX01 to SX24)Unfinalised awards - finalised off system (#IDALN2EH) (codes from SY01 to SY15)Unfinalised multi years cases - finalised on/off system (#IDATW2EH) (codes from SZ01 to SZ76)

Standardised reference

Please ensure that the relevant standardised reference shown below is added to the end of the message. For more information see TCM0152090 (https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0152090)
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Unprocessed S17 work list - unprocessed change of circumstances

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

ST01 - Work item deleted from work list

Self-explanatory.

ST02 - No work item in the 'Unprocessed CoC’ Work List

Unprocessed S17 - change of circumstances and the award is finalised and there is no work item on the work list.

ST03 - Change could not be applied due to no reply to the enquiries sent to clmt

Unprocessed S17 - change of circumstances received, award finalised and the change could not be made due to no reply.

ST04 - Change not done - already applied

Self-explanatory.

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Issuing and processing manual Annual Declaration

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

SU01 - Manual S17 not served due to case being a mismatch case

Self-explanatory.

SU02 - Manual S17 not served due to being a Hijacked NINO case

Self-explanatory.

SU03 - Manual S17 not served due to being a Term Comp case

Self-explanatory.

SU04 - Annual Declaration for 20XX-20XX has been man issued, reply required by (XX/XX/20XX). 1SD (XX/XX/20XX) & 2SD (XX/XX/20XX). Insert your team name

Self-explanatory.

SU05 - All corres relating to manual issue of Annual Declaration sent to International Team

Self-explanatory.

SU06 - Form TC853 issued

The work item had an appeal reason showing, letter TC853 has been sent to the customer to explain that their appeal rights on the original claim still stand.

SU07 - 20XX-20XX award has been finalised using the AD details

Self-explanatory.

SU08 - R92TC No. XXXXXXX ISSD (DD/MM/YY) for WTC £XXX.XX, CTC £XXX.XX (delete as appropriate), total £XXX.XX. Manual PYT case - (insert reason for man pyt & name/NINO of clmt paid to). Period covered (DD/MM/YY) to (DD/MM/YY). Nxt PYT due (DD/MM/YY)

Self-explanatory.

SU09 - Manual S17 Duplicate requested as original not received

For Manual Renewal cases only when the customer has lost or not received their S17 and requests a duplicate to be sent to them.

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Family break-up reported during renewal period

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

SV01 - TC821 issued (DD/MM/YY) to confirm supplied address

Family break up - form sent to ex-partner to confirm their address. This is sent to the address given to TCO by the customer.

SV02 - TC944 issued (DD/MM/YY) for annual review reminder

Family break up - letter sent to customer to remind them that both Annual Review forms need to be signed and returned before their claim can be finalised, otherwise overpayment will occur.

SV03 - Referral Recd from Contact Centre (DD/MM/YY) (insert date on referral form)

Referral form from a Contact Centre, in regard to a family break-up.

SV04 - HHBD (XX/XX/XX) reported during renewal period - Joint Annual Declaration has been returned. Disregarded and Customer 1 & 2 marked as not served

Self-explanatory.

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Renewals - miscellaneous

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

SW01 - AD & message ‘There are no outstanding Annual Declarations for this household’. Sent to (Name of Compliance Officer)

Compliance signals - relevant documentation sent to Compliance Officer.

SW02 - AD & message ‘There are no outstanding Annual Declarations for this household’. Sent to (Name of Criminal Investigation Officer)

Refer to SCO (Special Compliance Office) signal set - relevant documentation sent to the CIO (Criminal Investigation Officer).

SW03 - AD sent to International Team

Self-explanatory.

SW04 - Comp Term - AD sent to storage

Self-explanatory.

SW05 - AD recd from 01 Feb to 05 April TC648 and AD sent to Manage Finalisation Team

Annual Declaration received from 1 February to 5 April. 1SD has passed, and the Annual Declaration and form TC648 have been sent to the Manage Finalisation Team.

SW06 - AD received after 31 January (enter year, for example 2006). Letter sent to customer to invite new claim if they have not done so already

Self-explanatory.

SW07 - 20XX-20XX award has been finalised on the information held on the claim

Self-explanatory.

SW08 - Customer did not respond to enquiries

Self-explanatory.

SW09 - Barcode Ref. XXXXX Superseded. AD sent to storage

Annual Declaration received, but it has been superseded by a later Annual Declaration, which hasn’t yet been received. The Barcode reference of the superseded Annual Declaration will be shown in the note.

SW10 - Duplicate Annual Declaration passed to Manage Finalisation Team

Self-explanatory.

SW11 - Duplicate Annual Declaration sent to storage as all details are the same

Self-explanatory.

SW12 - Annual Declaration - ‘There are no outstanding declarations for this household’ message. Passed to Manage Finalisation Team

Self-explanatory.

SW13 - AD unable to be captured as received after 5 April

The Annual Declaration could not be captured as it was received after 5 April, which is the cut off date for previous year Annual Declarations.

SW14 - AD received after 31 January (enter year, for example 2006)

The Annual Declaration was received after 31 January, and the claim is already finalised.

SW15 - Attempted to contact customer by phone but call was unsuccessful. TC829/TC664 issued

Self-explanatory.

SW16 - Manual Annual Declaration not issued for restore period as App 1 or App 2 (delete as appropriate) is RLS

Unable to issue manual Annual Declaration as customer’s address is marked ‘RLS’.

SW17 - Unable to Restore 20XX/20XX Claim restored off system. Payments not to be recovered. Overpayment remitted in full. Amount remitted (insert amount)

Self-explanatory.

SW18 - TC1004 has been issued manually to confirm circumstances for 06/04/20XX to XX/XX/20XX. If customer telephones please ask them to telephone (Insert name) & telephone (insert telephone number directly) (insert initials & Group)

Self-explanatory.

SW19 - PY (or earlier) restore case - Unable to Restore 20XX/20XX as no reply to Annual Declaration/enquiry sent. Overpayment amount remitted £XXX.XX CTC & £XXX.XX WTC. CSSG Group name/Team & Initials

Self-explanatory.

SW20 - Unable to Restore 20XX claim as no reply to manual Annual Declaration - enquiry sent. Manual Correspondence marker removed

Self-explanatory.

SW21 - Restore of PY or earlier - Manual letter issued to customer to invite a fresh claim DD/MM/YY

Self-explanatory.

SW22 - Restore of PY or earlier - Manual reminder letter issued to remind customer to submit a fresh claim DD/MM/YY

Self-explanatory.

SW23 - Record S17 Not Served referral received from (insert Contact Centre or correspondence as applicable, insert advisor contact details and the date on the referral form or correspondence). Clmt 1/Clmt 2 (delete as appropriate) marked as RLS Annual Declaration not issued

S17 Not Served.

SW24 - Record S17 Not Served referral recd from (insert Contact Centre as applicable, insert advisor contact details and the date on the referral form or correspondence) and Clmt 1 and / or Clmt 2 (delete as applicable) marked as Not Served

S17 Not Served.

SW25 - Record S17 Not Served referral recd from (insert Contact Centre or correspondence, as applicable, insert the advisor contact details and the date on the referral form or correspondence). Referral made incorrectly because (insert reason why the referral is incorrect). No action taken

S17 Not Served.

SW26 - Record S17 Not Served referral recd from (insert Contact Centre, correspondence as applicable, the advisor contact details and the date on the referral form or correspondence), Clmt 1 and / or Clmt 2 (as applicable) marked as Not Served’ and CCO notified

S17 Not Served.

SW27 - Returned *form P60 / *week 52 payslip / *month 12 payslip / *week 13 payslip (*delete as appropriate) to the customer

Self-explanatory.

SW28 - S17 recorded as not served for automated annual review TC603R as reply required to annual declaration TC603D due to change in circumstance as a result of VF 9, 10 or 11 action

An auto renewal S17 notice was issued for PY. However, due to a change in circumstances resulting from VF9, 10 or 11 action this is now marked as not served and customer now issued an annual declaration TC603D which they must respond to

SW29 - Late declaration received. New claim captured using details from old claim and S17. Letter iss’d to notify customer.

Policy now dictates that if Good cause is refused or a declaration is rec’d between 2SD & 5 April, we now use the S17 det’s and previous claim to capture a new claim. The customer may have incurred an overpayment in respect of any provisional payments paid earlier in the tax year.

SW30 - Late declaration received - changes indicated, TC664 issued to confirm change of circs details. Bf until (today’s date + 30).

Self-explanatory.

SW31 - Late declaration received, unable to capture new claim as customer failed to respond to the TC664. Claim captured and rejected. Letter iss’d inviting new claim.

Self-explanatory.

SW32 - Late declaration received Incomplete reply to TC644. Claim captured and rejected. Letter iss’d inviting new claim.

Self-explanatory.

SW33- Late declaration received, HHBD - restore not applicable. Letter iss’d inviting a new claim.

Self-explanatory.

SW34 - Late declaration, HHBD in *PY/ CY and over 93 days before S17 rec’d *(delete as appropriate) - restore not applicable. Letter issued inviting new claim if they haven’t already submitted one.

Self-explanatory.

SW35 - Late declaration, New claim captured using old claim & S17 det’s. (enter relevant info of element removed, for example CCC’s) omitted as no reply to TC664 confirming coc’s

Self-explanatory.

SW36 - Cust phoned to renew, pack not rcvd. Marked renewal as not served.

Self-explanatory.

SW37 - Cust phoned to renew, pack not rcvd. S17 not served, referral sent.

Self-explanatory.

SW38 - Proactive renewal offered and declined. Renewal form already returned.

Self-explanatory.

SW39 - Proactive renewal offered and declined. Cust reminded to renew on time. First message.

Self-explanatory.

SW40 - Proactive renewal offered and declined. Cust reminded to renew on time. Second message.

Self-explanatory.

SW41 - Proactive renewal offered and declined. Cust reminded to renew on time. Third message.

Self-explanatory.

SW42 - Proactive renewal offered and declined. Cust given final reminder to renew.

Self-explanatory.

SW43 - cust phoned to renew - NPS employed income figure of £xx.xx used

To be used when single claim only, NPS employed earnings used and no additional income

SW44 - cust phoned to renew - NPS employed income figure of £xx.xx used plus additional income of £xx.xx

To be used when single claim only and NPS figure used and has additional income

SW45 - cust phoned to renew - agreed employed earnings figure of £xx.xx used

To be used when single claim only, NPS checked but customer gave P14 reason and no additional income

SW46 - cust phoned to renew - agreed, employed earnings figure of £xx.xx used and additional income of £xx.xx

To be used when single claim only, NPS checked but customer gave P14 reason and had additional income

SW47 - cust phoned to renew - NPS employed earnings figures of £XX.XX and £XX.XX used

To be used for joint claim, NPS checked and customer has no P14 reason given, no additional income

SW48 - cust phoned to renew - NPS employed earnings figures of £XX.XX and £XX.XX used and additional income of £XX.XX

To be used for joint claim, NPS checked and customer has no P14 reason given, no additional income

SW49 - cust phoned to renew - agreed employed earnings figures of £XX.XX and £XX.XX

To be used for joint claim, NPS checked but P14 reason given, no additional income

SW50 - CR2006 - Auto Renewal incorrect. Treat renewal as Reply Required. 1SD changed to 17/10/12

Self-explanatory.

SW51 - CR2007 - TC1154 Auto Renewal Mailshot sent to claimant. Treat as Reply Required.

Self-explanatory.

SW52 - App 1 and/or App 2 still RLS. Case cleared. NFA

We have checked all available systems for up to date address details and given a period of time to be notified of a new address. No further action will be taken

SW53 - cust phoned to renew - NPS employed earnings figures of £xx.xx used for customer and PY Emp income of £xx.xx used for partner

To be used for joint claim, NPS checked and customer has no P14 reason given, PY employed income used for partner

SW54- cust phoned to renew - PY Emp earnings figure of £xx.xx used for cust and NPS figure of £xx.xx used for partner

To be used for joint claim, PY employed income used for customer, NPS checked and no P14 reason given for partner

SW55- RTI available, renewal worklisted

No agreement was reached as to which figure to use and so the renewal has been worklisted.

SW56- RTI not available

The renewal has been finalised without using RTI data, as it was not available

SW57- RTI available, cust agreed to use RTI figures or cust figures within tolerance

The renewal has been finalised using either RTI figures or customer figures that were within the tolerance.

SW58- RTI available, agreed to use customer figures (insert details of agreed deductions)

The renewal has been finalised using the figures provided by the customer. This is because they were able to explain the difference to the RTI figures we obtained.

SW59- RTI available, RTI & cust figures used for renewal

The renewal has been finalised using a combination of RTI figures and income figures supplied by the customer.

SW60- SW60 RTI available, all cust income details within tolerance

RTI figures were available but have not been used to finalise the renewal. This is because all the figures provided by the customer were within the tolerance.

SW61- Complex renewal case. Duplicate renewal pack issued, following printing error.

This HH note is only to be used for complex renewal cases where the renewal pack has been sent to the customer in error.

SW62 - Customer selected for SMS reminder.

Customer has been selected to receive an SMS reminder.

SW63 - S17 Renewals Robotics, S17 received for (Tax Year). As total household income under £6420/within tolerance, no change needed and S17 processed

Cases that are either under £6420 inc disregard or within £500 threshold

SW64 - S17 Renewals Robotics, TC1221MM issued as Employed Income discrepancy found for (Tax Year). BF for 42 days. Employed Income taken from our systems has been included on the TC1221MM

TC1221MM Opening form issued to the customer as there is an Income Discrepancy.

SW65 - S17 Renewals Robotics, no reply to issued TC1221MM. Claim updated with Employed Income as shown on the TC1221MM for (Tax Year), Managed Finalised. TC2053MM Closing Letter issued

Expired BF/No reply to TC1221MM. TC2053MM Closing Letter issued to the customer

SW66 - Inbound call rec. from App1/2 regarding TC1221MM. Customer provided (enter details declared by customer). Information Rejected. Further information requested. BF for 14 days. (TC1221/TC664/TCC50/Free Format letter) issued. Case transferred to (XXXXXX)

Customer call after receiving TC1221MM and provided information. The information provided was rejected and further information was requested. BF extended and case transferred. No Sign Off Set

SW67 - Outbound/Inbound call to/from App1/2 regarding TC1221MM. Customer provided (enter details declared by customer). Information Accepted. Updated Correction. Manage Finalised. TC629 issued.

We called the customer/customer called after receiving TC1221MM and provided information. Information accepted and updated in Correction. Manage Finalised. TC629 issued and No Sign Off Set

SW68 - Outbound/Inbound call to/from App1/2 regarding TC1221MM. Customer requested/advised to call back/write in with information needed. BF for 14 days. Case transferred to (XXXXXX)

We called the customer/customer called after receiving TC1221MM and requested information needed and advised they will call back/write in with it. BF extended and case transferred. No Sign Off Set

SW69 - Corres rec. from App1/2 regarding TC1221MM. Customer provided (enter details declared by customer). Information Rejected. Left on Robotics MU for Finalisation

Correspondence received from customer after receiving TC1221MM. Information provided rejected and left on Robotics MU for Finalisation

SW70 - Corres rec. from App1/2 regarding TC1221MM. Customer provided (enter details declared by customer). Information Accepted. Updated Correction. Manage Finalised.TC629 issued.

Correspondence received from customer after receiving TC1221MM. Information provided accepted. Correction updated and Manage Finalised. TC629 issued.

SW71 - Corres rec. from App1/2 regarding TC1221MM. Customer provided (enter details declared by customer). Information Partially Accepted. TC629 issued. BF extended to XX/XX/XX. Case transferred to (XXXXXX)

Correspondence received from customer after receiving TC1221MM. Information partially accepted. TC629 issued. BF extended and case transferred

SW72 - S17 Renewals, no reply to the issued TC1221MM. ADD checked no TSSB, Qualifying benefits or Other Income found. Case left on the Robotic MU for Finalisation

No reply to TC1221MM. ADD checked nothing found. Case left on Robotic MU for Finalisation

SW73 - S17 Renewals, no reply to the issued TC1221MM. ADD checked and discrepancy identified. Case transferred to (XXXXXX) to be actioned

No reply to TC1221MM. ADD checked and discrepancy identified. Case transferred

SW75 - Customer receiving additional text messages as part of renewals Proof of Concept

Customer has agreed to be kept regularly updated on their renewal by text message

SW76 - SMS/Letter sent to prompt customer contact as their renewal is incomplete pending a change of circs.

Customer has submitted their renewal but indicated that they have a change of circumstances to report, and have not yet provided further details in order to complete their renewal.

SW77 - Proactive renewal offered and accepted. Renewal completed by phone on DD/MM/YY.

Customer has received their renewal but not returned or completed it on-line. Proactive renewal offered and accepted. Renewal completed by phone.

SW80 - Unable to contact customer. TC2207 issued re missing S/E income. BF'd XX/XX/XX. Case Xfer to BF MU XXXXXX.

Unable to contact the customer so TC2207 issued re missing S/E income.

SW81 - Customer called re TC2207. Missing income confirmed and claim Finalised and Renewed.

Customer called re TC2207. Missing income confirmed and claim Finalised and Renewed.

SW82 - Customer called re TC2207. Unable to obtain missing income. Claim processed using £0 Est S/E income.

Customer called re TC2207. Unable to obtain missing income. Claim processed using £0 Est S/E income.

SW83 - BF expired. Claim Finalised/Finalised and Renewed by Robotics using £0 Est S/E income.

BF expired. Claim Finalised/Finalised and Renewed by Robotics using £0 Est S/E income.

SW84 - Duplicate S17 received. Unable to contact customer. TC2208 issued to confirm correct S17 version. BF'd XX/XX/XX. Case Xfer to BF MU.

Duplicate S17 received. Unable to contact customer. TC2208 issued to confirm correct S17 version. Case BF'd and Xfer to BF MU.

SW85 - Duplicate S17. Customer called latest S17 identified and duplicate S17 disregarded. Claim finalised.

Duplicate S17. Customer called latest S17 identified and duplicate S17 disregarded. Claim finalised.

SW86 - Duplicate S17. No response to TC2208. Duplicate S17 disregarded. Claim finalised using (XXX).

Duplicate S17. No response to TC2208. Duplicate S17 disregarded. Claim finalised using XXX.

SW98 - Affected by TC603D output error. Do not process the existing TC603D.

The award has been affected by an output error with the TC603D, Tax Credits Annual Declaration form. The TC603D asks the customer to provide their renewals information for tax year ending 05/04/17 , instead of 05/04/18.

SW99 - Finalisation Inhibited whilst Disability 16/17 established – Do not remove inhibit marker

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Unfinalised awards where a subsequent year is finalised

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

SX01 - 20XX-20XX Award finalised off system on information held, no impact on claim, no reply to annual declaration/enquiry sent. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. No reply to the enquiries so the claim was finalised off system on the information held.

SX02 - 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), information provided is same as information on the claim, no impact on entitlement for 20XX/20XX. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. The information provided is the same as on the claim so there was no impact on the entitlement. The claim was finalised off system.

SX03 - 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), SEES calculation done and new annual declaration details provided has no impact on entitlement. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The information provided has no impact on the entitlement. The claim was finalised off system.

SX04 - 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), SEES calculation done and new annual declaration details created an overpayment of (record amount) that is remitted. IPG informed of overpayment. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new Annual Declaration information provided created an overpayment that is being remitted. Information Planning Group (IPG) has been informed of the overpayment. The claim was finalised off system.

SX05 - Unfinalised multi-years case. 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), SEES calculation done and new annual declaration details created an underpayment of £XXX.XX. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new Annual Declaration information provided created an underpayment that is being remitted. The claim was finalised off system.

SX06 - 20XX-20XX Manual Award Notice sent to customer. (enter your direct telephone number)

A manual award notice has been sent to the customer.

SX07 - 20XX-20XX award finalised off system

The award has been finalised off system. Claim will still show as Unfinalised on system.

SX08 - 20XX-20XX award finalised off system on information held, AppX RLS so no S17 enquires made, Claim will still show as Unfinalised on system

The claim has been finalised off system because one of the customer’s address is RLS. So the award has been finalised on the information held on the computer.

SX09 - TC1004a has been issued manually to confirm circumstances for 06/0420XX to XX/XX/20XX. If customer telephones please ask them to telephone {Insert your name } on {Insert direct telephone number} {insert initials & Group}

Manual letter TC1004 issued to customer to request confirmation of circumstances for terminated years. Annual Declarations weren’t issued in error for this period.

SX10 - Unfinalised award, Manual reminder TC609 has been issued to confirm circumstances the period 06/04/20XX to XX/XX/20XX. If customer telephones please ask them to telephone {Insert name} & telephone {direct telephone number} directly

A manual reminder letter TC609 has been issued to the customer requesting the circumstances for the period 06/04/20XX to XX/XX/20XX tax year. Any phone calls or queries should be directed to the dedicated phone number.

SX11 - 20XX-20XX claim finalised off system with details provided (record income information provided), SEES calculation done and new annual declaration details created an overpayment of (record amount) that is remitted. IPG informed of overpayment. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The information on the new Annual Declaration created an overpayment that is being remitted. Information Planning Group (IPG) has been informed of the overpayment. The claim was finalised off system.

SX12 - 20XX/20XX award finalised off system. Customer confirmed circumstances (record income information provided), SEES calculation done and new annual declaration details provided has no impact on entitlement. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The information provided has no impact on the entitlement. The claim was finalised off system.

SX13 - 20XX/20XX claim finalised off system Customer confirmed circumstances (record income information provided), SEES calculation done and new annual declaration details created an overpayment of (record amount) that is remitted. IPG informed of overpayment. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new circumstances provided created an overpayment that is being remitted. Information Planning Group (IPG) has been informed of the overpayment. The claim was finalised off system.

SX14 - 20XX/20XX claim finalised off system circumstances for terminated award period 20XX/20XX confirmed with customer. A SEES calculation has established that revised details has increased entitlement

Confirmed circumstances for terminated years with customer. A SEES calculation to confirm entitlement has been done and the customer’s entitlement has increased. Underpayment will be paid to the customer.

SX15 - 20XX/20XX claim. TC648 sent to Manual payments Team to issue manual giro for £(insert amount)

Underpayment calculated and issued to the Manual Payments Team to be paid as a one-off cashcheque. Note: Cash cheques may have been used as a payment method prior to April 2017, however since April 2017 customers will need to be paid directly into a bank or building society account. Customers will be required to supply us with account details to enable payments to be made.

SX16 - 20XX-20XX award(s) finalised off system using details held

Self-explanatory.

SX17 - Manual reminder TC609 issued to confirm circumstances for the period 06/04/20XX to XX/XX/20XX

A manual reminder letter TC609 has been issued to the customer requesting the circumstances for the period 06/04/20XX to XX/XX/20XX tax year.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Self-explanatory.

SX19 - 20XX/20XX unfinalised year. Do not recover overpayment. Non recoverable overpayment amount {insert amount} still showing on system. Unable to remit as subsequent year is finalised

Unfinalised year has an overpayment showing which should be remitted. Unable to remit as subsequent year has finalised and could result in re-finalisation. Overpayment is a non-recoverable overpayment and shouldn’t be recovered.

SX20 - Unfinalised G5 case, 200X-200X already has an overpayment on the account, unable to remit this overpayment as subsequent year(s) finalised. Overpayment amount should not be recovered

Self- explanatory.

SX21 - 20XX-20XX Manual Award Notice or Manual Award Notices (Delete as appropriate) sent to customer. (enter your direct telephone number)

A manual award notice or multiple manual award notices have been sent to the customer.

SX22 - Unfinalised year 2XXX-2XXX action has been completed

All Unfinalised years have been actioned off system

SX23 - 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), SEES calculation done and new annual declaration details created an overpayment of (record amount) that is remitted. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new Annual Declaration information provided created an overpayment that is being remitted. The claim was finalised off system.

SX24 - 20XX-20XX claim finalised off system using details held as no response to enquiries. Potential payment due. Postable manual payment request sent to Manual Payment Team

The claim couldn’t be finalised on the computer. All the enquiries were sent manually and no reply received. Existing Potential Payment is still due

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Unfinalised awards - finalised off system

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

SY01 - Unfinalised 20XX-20XX award, Compliance Termination award not finalised

Action to finalise award can’t be taken because the award has been Compliance Terminated.

SY02 - Unfinalised 20XX-20XX award, TC829 issued manually for missing AD info, all calls regarding the 20XX-20XX award should be forwarded to dedicated telephone number

Customer has replied to the Annual Declaration, but the declaration was incomplete. Form TC829 has been issued to obtain the missing information. Any phone calls or queries should be directed to the dedicated phone number.

SY03 - Unfinalised 20XX-20XX award, 20XX-20XX award has been finalised using the Annual Declaration details

Customer has replied to the Annual Declaration and the 20XX-20XX award has been finalised using these details.

SY04 - Unfinalised 20XX-20XX award, 20XX-20XX AD has been issued manually, all calls regarding the 20XX-20XX award should be forwarded to dedicated telephone number

A manual Annual Declaration has been issued to the customer for the 20XX-20XX tax year. Any phone calls or queries should be directed to the dedicated phone number.

SY05 - Unfinalised 20XX/20XX award, 20XX/20XX award has been finalised on the information held, customer did not respond to enquiries

Customer hasn’t replied to the Annual Declaration or the reminder and 20XX-20XX award has been finalised using the details already held for the claim.

SY06 - Unfinalised 20XX-20XX award, 20XX-20XX AD manual reminder TC829R has been issued, all calls regarding the 20XX-20XX award should be forwarded to dedicated telephone number

A manual reminder letter TC829R has been issued to the customer requesting the Annual Declaration details for the 20XX-20XX tax year. Any phone calls or queries should be directed to the dedicated phone number.

SY07 - Unfinalised 20XX-20XX award - 20XX-20XX award finalised and subsequent years terminated and remitted

Self-explanatory.

SY08 - Unfinalised 20XX-20XX award. TC918 and New claim form sent to customer to invite a fresh claim DD/MM/YY

Self-explanatory.

SY09 - Unfinalised 20XX-20XX award. If customer requests further Tax Credits invite a fresh claim

Case has been finalised and terminated but no new claim has been invited. If the customer wishes to claim again please issue them with a claim pack.

SY10 - Unfinalised 20XX-20XX award, do not remove Manual Correspondence marker

Self-explanatory.

SY11 - Unfinalised 20XX-20XX award, 20XX-20XX award finalised on the information held, customer did not respond to enquiries. Subsequent years terminated and remitted

Customer hasn’t replied to the Annual Declaration or the reminder and the 20XX-20XX award has been finalised using the details already held for the claim. All subsequent award years have been terminated and the payments remitted.

SY12 - Unfinalised 20XX-20XX award, 20XX-20XX award finalised using the AD details. Subsequent years terminated and remitted

Customer has replied to the Annual Declaration therefore the 20XX-20XX award has been finalised using the details provided. All subsequent award years have been terminated and the payments remitted.

SY13 - Unfinalised 20XX-20XX award - 20XX-20XX award finalised

Self-explanatory.

SY14 - Unfinalised 20XX-20XX award, 20XX-20XX Unfinalised award also on Unprocessed/Unfinalised (delete as appropriate) S17 Work List

Case worked as an unfinalised 20XX-20XX case but it’s also on either the Unprocessed or Unfinalised S17 work lists.

SY15 - Unfinalised case 20XX-20XX, no action taken as *Mismatch/Hijacked NINO case *(delete as appropriate)

Unfinalised case. Cannot work as it is a Mismatch or a Hijacked NINO case.

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Unfinalised multi years cases - finalised on/off system

Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
- Compliance - ‘CxHx/PID/telephone number’
Message

Explanation

SZ01 - Unfinalised Multi Years case 20XX-20XX, no action taken as Compliance Termination

Action to finalise the case can’t be taken because the case has been Compliance Terminated.

SZ02 - Unfinalised Multi Years case 20XX-20XX renewed

Self-explanatory.

SZ03 - Unfinalised Multi Years case 20XX-20XX, no action taken as *Mismatch*/Hijacked NINO/ case (*Delete as appropriate)

Self-explanatory.

SZ04 - Unfinalised Multi Years case 20XX-20XX, do not remove Manual Correspondence marker

Self-explanatory.

SZ05 - Unfinalised Multi Years case 20XX-20XX, Award Terminated. DO NOT RESTORE THIS CLAIM

The provisional payment case has been terminated. The claim mustn’t be restored.

SZ06 - Unfinalised Multi Years case 20XX-20XX, *new claim captured/*Manual letter sent to customer to invite a fresh claim (*delete as appropriate) DD/MM/YY

New claim manually captured or TCXXX letter issued to the customer. The letter tells the customer that their award has been terminated and we’ll contact them again to confirm their correct circumstances. They must re-apply for tax credits if they think they’re still entitled.

SZ07 - Unfinalised Multi Years case 20XX-20XX - subsequent provisional years terminated and remitted in full. Total amount remitted £XXX.XX

The provisional payment case award has been terminated and remitted in full.

SZ08 - Unfinalised Multi Years exercise 20XX-20XX, reminder letter issued to remind customer to make a fresh claim DD/MM/YY

Following SZ06, no new claim has been made. Manual reminder letter issued to invite a new claim.

SZ09 - Unfinalised Multi Years case. Designated *Compliance*/CIO*/SCO (*Delete as appropriate) officer has advised that action can continue

Self-explanatory.

SZ10 - Unfinalised Multi Years case. Designated *Compliance*/CIO*/SCO (*Delete as appropriate) officer has advised NOT to continue with action

Self-explanatory.

SZ11 - Unfinalised Multi Years case.TC1004 has been issued manually to confirm circumstances for 06/04/20XX to XX/XX/20XX If customer telephones please ask them to telephone {Insert name} & telephone {insert telephone number directly {insert initials & Group}

Manual letter TC1004 issued to customer to request confirmation of circumstances for terminated years.

SZ12 - Unfinalised Multi Years case - Annual Declaration for 20XX/20XX has been manually issued and reply required by XX/XX/20XX

Manual Annual Declaration issued to customer. Reply required.

SZ13 - Unfinalised Multi Years case 20XX-20XX, TC829 issued

Manual Form TC829 issued to customer asking them for missing income information from the Annual Declaration.

SZ14 - Unfinalised Multi Years case 20XX-20XX, TC829R Reminder issued

A reminder form TC829R has been sent to the customer because there has been no reply to the first form that was sent.

This Note no longer used from 7 October 2013 - SZ15 - Unfinalised Multi Years case - TC1004 has been issued manually to confirm circumstances for 06/04/20XX to XX/XX/20XX. If customer telephones please ask them to telephone {Insert name} & telephone 0151 949 3988 directly {insert initials & Group}

Manual letter TC1004 issued to customer to request confirmation of circumstances for terminated years. Annual Declarations were not issued (in error) for this period.

This Note no longer used from 7 October 2013 - SZ16 - Unfinalised Multi Years case - TC609 reminder has been issued manually to confirm circumstances for 06/04/20XX to XX/XX/20XX. If customer telephones please ask them to telephone {Insert name} & telephone 0151 949 3988 directly

Manual reminder letter issued as there has been no reply to TC1004 previously sent.

SZ17 - Unfinalised Multi Years case - circumstances for terminated award period 06/04/20XX to XX/XX/20XX confirmed with customer. No impact on entitlement

Confirmed circumstances for terminated years with customer. There is no impact on entitlement.

SZ18 - Unfinalised Multi Years case - circumstances for terminated award period 06/04/20XX to XX/XX/20XX confirmed with customer. A SEES calculation has established that revised details have reduced entitlement. Overpayment has already been remitted

Confirmed circumstances for terminated years with customer. A SEES calculation to confirm entitlement has been done and the customer’s entitlement has reduced. Overpayment already remitted.

SZ19 - Unfinalised Multi Years case - circumstances for terminated award period 06/04/20XX to XX/XX/20XX confirmed with customer. A SEES calculation has established that revised details have increased entitlement

Confirmed circumstances for terminated years with customer. A SEES calculation to confirm entitlement has been done and the customer’s entitlement has increased. Underpayment will be paid to customer.

SZ20 - Unfinalised Multi Years case. TC648 sent to Manual payments Team to issue manual cashcheque for £(insert amount)

Following SZ19 Underpayment calculated and issued to Manual Payments team to be paid as a one-off cashcheque. Note: Cash cheques may have been used as a payment method prior to April 2017, however since April 2017 customers will need to be paid directly into a bank or building society account. Customers will be required to supply us with account details to enable payments to be made.

SZ21 - Unfinalised Multi Years case. No reply to enquiries. 20XX-20XX award finalised off system using details held

Self-explanatory.

SZ22 - 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), SEES calculation done and new annual declaration details provided has no impact on entitlement. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The information provided has no impact on the entitlement. The claim was finalised off system.

SZ23 - 20XX-20XX claim finalised off system with Annual Declaration details provided (record income information provided), SEES calculation done and new annual declaration details created an overpayment of (record amount) that is remitted. IPG informed of overpayment. Claim will still show as Unfinalised on system

The claim couldn’t be finalised on the computer. All the enquiries were sent manually. A SEES calculation was done. The new Annual Declaration information provided created an overpayment that is being remitted. Information Planning Group (IPG) has been informed of the overpayment. The claim was finalised off system.

SZ24 - Unfinalised Multi Years case. 20XX-20XX award, 20XX-20XX award has been finalised using the Annual Declaration details

Customer has replied to the Annual Declaration and the 20XX-20XX award has been finalised using these details.

SZ25 - Wait for award to terminate before continuing with the finalise action

The work item is awaiting the computer to terminate before the award can be finalised, an action date of three days is set for this process to take place.

SZ26 - Unfinalised Multi Years case 20XX/20XX award. (Remittance not required or further remittance not required) delete as appropriate {reason}

Self-explanatory.

SZ27 - Unfinalised Multi Years case 20XX/20XX award finalised off system. Payments not to be recovered. Overpayment remitted in full. Amount remitted {insert amount}.

Self-explanatory.

SZ28 - Unfinalised Multi Years case - Annual Declaration for 20XX/20XX has not issued as App 1 or App 2 (delete as appropriate) is case RLS

Unable to complete action to finalise award as App1 and/or App2 address isn’t known.

SZ29 - Unfinalised Multi Years case 20XX-20XX - subsequent provisional years terminated, first un-finalised year remitted in full/part and claim Finalised. Total amount remitted £XXX.XX’

Self-explanatory.

SZ30 - Original genuine HHBD date was XX/XX/20XX--, this has been changed to 05/04/20XX to end the household as per Unfinalised Multi years AG. Manual correspondence marker added

Customer has reported a household breakdown. Due to a clerical workaround, the genuine Household end date applied on the computer has been amended. For any action regarding the household breakdown use the genuine household breakdown date within this message.

SZ31 - Remittance includes{insert amount} postings from 20XX-20XX as year(s) is/are terminated/missing. Payment suspension set {insert initials & Group}

Payment postings originated from a year that is unavailable - as the years have been terminated or are missing from system. Remit under this tax year include postings from another years specified as system doesn’t allow the incorrect years postings to be moved. Payment suspension set to avoid duplicate payments being issued.

SZ32 - Unfinalised Multi Years case 20XX-20XX - Late declaration given. APP1 or APP2 {delete as appropriate} provided income/circumstances as {Provide details]. Claim already Finalised {off system- delete if finalised on system} no further action taken

Unfinalised years have already been finalised off system as customer failed to reply following reminder cycle. Customer has replied late - details recorded but no action taken. Any correspondence has been sent to storage.

SZ33 - Unfinalised Multi Years case. TC1004a has been issued manually to confirm circumstances for 06/04/20XX to XX/XX/20XX. If customer phones please ask them to phone (insert name and phone number) directly

Manual letter TC1004a issued to customer to request confirmation of circumstances for remaining unfinalised years. Annual Declarations were not issued for this period.

SZ34 - Unfinalised Multi Years case. TC609 reminder has been issued manually to confirm circumstances for 06/04/20XX to XX/XX/20XX. If customer phones please ask them to phone (insert name and phone number) directly

Manual reminder letter issued as there has been no reply to TC1004a previously sent.

SZ35 - 20XX-20XX Manual Award Notice or Manual Award Notices *(delete as appropriate) sent to customer (enter name and phone number)

A manual award notice or multiple manual award notices have been sent to the customer.

SZ36 - Unfinalised Multi Years case 20XX-20XX. Payment frequency is 4 weekly. BF set awaiting due date of next payment

The case is in BF awaiting the next 4 weekly payment to be issued.

SZ37 - One off non postable 4 week payment to be issued of WTC £XX.XX, CTC £XX.XX. Total £XX.XX. This payment has been calculated off system. DO NOT POST

A one off non postable payment has been calculated and issued to the customer.

SZ38 - Unfinalised Multi Years case 20XX-20XX. Claim finalised off system with Annual Declaration details provided (record information provided). SEES calc done and new annual declaration details created overpayment of £XX.XX that is remitted. Claim will still show as unfinalised on system

The claim could not be finalised on system. All enquiries were sent manually. A SEES calculation was done. New Annual Declaration information created an overpayment. This has been remitted. Claim was finalised off system.

SZ55 – Deceased case- Unfinalised Year/Multi Years case. Manual Auto Renewal letters issued to confirm circs for tax years (insert tax years). If customer calls ask them to call the number on their letter (initials/Group/PID)

Deceased case- Unfinalised Year/Multi Years case. Manual Auto Renewal letters issued to confirm circs for tax years (insert tax years). If customer calls ask them to call the number on their letter (initials/Group/PID)

SZ59 - ASIP/ASOP Unfinalised tax year(s). No reply to enquiries. Award Auto finalised using details held. Underpayment on award, Payment suspended. S18 decision not issued to customer

SZ60 - ASOP Unfinalised tax year, potential underpayment case - S17 review letter issued via Mail Merge

ASOP Unfinalised tax year, potential underpayment case - S17 review letter issued via Mail Merge

SZ61 - ASOP Unfinalised tax year, potential balanced/overpayment case - S17 review letter issued via Mail Merge

SZ66 - ASOP Unfinalised [enter tax year 20YY/YY] *App 1/2 called but did not have all the information, advised to call back

SZ67 - ASOP Unfinalised [enter tax year 20YY/YY] *App 1/2 called, changes to income for *Ap1/2 (include details of the change)

SZ72 - ASOP Unfinalised [enter tax year 20YY/YY] *App 1/2 called, changes reported [provide full details of the changes and who they relate too] Account details unconfirmed

SZ77 - ASOP Unfinalised - Multi Years TC7MM issued via Mail Merge to inform of multiple review letters due to be issued shortly

ASOP Unfinalised - Multi Years TC7MM issued via Mail Merge to inform of multiple review letters due to be issued shortly

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