TCM0176020 - Notes - Standardised Messages (X to Z): Standardised Messages - X - miscellaneous
Source: gov.uk (2025-07-14)


Note: This category contains Standardised Messages that aren’t relevant to any of the other categories.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)HRR - At First Contact (#HRR-AtFirstContact) (codes start with XB)Child Trust Fund (#ChildTrustFund) (codes XC01 to XC20)Breathing Space (#Breathingspace) (codes XC21 to XC30)Domestic violence cases (#Domesticviolencecases) (codes start with XD)GDPR (#GDPR) (codes start with XE)Income, childcare, employment and benefit queries (#Income) (codes start with XF)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)Digital Services (#DigitalServices) (codes start with XH)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)Emergency Cases (#Emergencycases) (codes start with XK)Cost of Living Support Scheme (#CoLPayment) (codes start with XL)Multi-agency (#Multi-agency) (codes start with XM)Re-issue notice (#Re-issue) (codes start with XN)Preparing and sending documents for storage (#Preparing) (codes start with XP)COVID-19 issue (#COVID-19issue)(codes start with XQ)COVID-19 issue (#Covid-19continued)(continued)(codes start with XY)Restore (#Restore) (codes start with XR)Returned Letter Service / returned award notices (#Returnedletter) (codes start with XS)Welsh Language Unit translations (#WelshLanguage) (codes start with XT)Unsigned award notices (#Unsignedaward) (codes start with XU)Tax Credits Quality Assurance Team (#TCQuality) (codes start with XV)Invite a fresh claim (#Invitefreshclaim) (codes start with XW)Log award notice (#Logaward) (codes start with XX)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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’
(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)

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HRR - At First Contact

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

XB01 - HRR - At First Contact - 2019. Childcare case not inhibited, Operator to ask specific questions if customer rings to renew or report change during renewal window

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB02 - HRR - At First Contact - 2019. Childcare case not inhibited, Operator to ask specific questions if customer rings to renew or report change during Renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB03 - HRR - At First Contact - 2019. Childcare case not inhibited, Operator to ask specific questions if customer rings to renew or report change during Renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB04 - HRR - At First Contact - 2019. Childcare case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB05 - HRR - At First Contact - 2019. Child case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB06 - HRR - At First Contact - 2019. Disability case not inhibited, Operator to ask specific questions if customer rings to renew or report change during the renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB07 - HRR - At First Contact - 2019. Disability case not inhibited, Operator to ask specific questions if customer rings to renew or report change during the renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB08 - HRR - At First Contact - 2019. Disability case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB09 - HRR - At First Contact - 2019. Multi risk (Income/Childcare/Award) case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB10 - HRR - At First Contact – 2019. Multi Risk case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB11 - HRR - At First Contact - 2016. Multi risk case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB12 - HRR - At First Contact - 2019. NMW may not be being paid case not inhibited. Operator to ask specific questions if customer rings to renew or report a change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB13 - HRR - At First Contact - 2019. SSP or ESA risk case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB14 - HRR - At First Contact - 2019. Work & Hours risk case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB15 - HRR - At First Contact - 2019. UP case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

This Note no longer used from 11.4.19 - XB16 - HRR - At First Contact - 2019. UP case not inhibited. Operator to ask specific questions if customer rings to renew or report change during renewal window.

Not Compliance process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risks identified during HRR profiling. Any changes to be made as a BAU Change of Circumstance.

XB17 - HRR - At First Contact - 2019. Question asked, case closed

Not Compliance Process. Note added if customer rings during renewal window and either informs operator of a required change or confirms no change required.

XB18 - Renewal - At First Contact - 2019 - Young person case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.

Not Compliance Process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risk identified during Renewal preparation. Any changes to be made as a BAU Change of Circumstance.

XB19 - Renewal - At First Contact - 2019. Question asked case closed

Not Compliance Process. Note added if customer rings during renewal window and either informs operator of a required change or confirms no change required.

XB20 - renewal - At First Contact - 2019 - Other Income case not inhibited. Operator to ask specific question if customer rings to renew or report change during renewal window.

Not Compliance Process. If customer calls during the renewal window operator to ask customer if there are any updates related to specific risk identified during Renewal preparation. Any changes to be made as a BAU Change of Circumstance.

XB22 - QYP Health Check. Operator to ask specific questions if the customer calls for any reason

Not a compliance process. If the customer calls for any reasons, operator to ask the customer if there are any updates related to specific risks identified. Any changes to be made as a BAU Change of Circumstance.

XB23 - QYP Health Check. Question asked, customer reported a change to the specific risk identified

Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified

XB24 - QYP Health Check. Question asked, customer confirmed no change to the specific risk identified

Not a compliance process. Note added when customer has made contact and informs operator that there is no change to report to the specific risk identified

XB25 - TCC QYP - Question asked future dated change reported. Advised customer to call back within 1 month of change happening.

Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified, however change is in the future so customer advised to callback within 1 month of change happening

XB26 - Childcare Health Check Operator to ask specific questions if the customer calls for any reason.

Not a compliance process. If the customer calls for any reasons, operator to ask the customer if there are any updates related to specific risks identified. Any changes to be made as a BAU change of circumstance.

XB27 - TCC Childcare – Question asked claims updated

Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified.

XB28 - TCC Childcare – Question asked no change to report

Not a compliance process. Note added when customer has made contact and informs operator that there is no change to report to the specific risk identified.

XB29 - TCC Childcare – Question asked future dated change reported. Advised customer they can call back up to 7 days before the change will happen

Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified, however change is in the future so customer advised they can call back up to 7 days before the change will happen

XB30 - Working Hours Health Check Operator to ask specific questions if the customer calls for any reason.

Not a compliance process. If the customer calls for any reasons, operator to ask the customer if there are any updates related to specific risks identified. Any changes to be made as a BAU change of circumstance.

XB31 - TCC Working Hours– Question asked claims updated

Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified.

XB32 - TCC Working Hours – Question asked no change to report.

Not a compliance process. Note added when customer has made contact and informs operator that there is no change to report to the specific risk identified.

XB33 - TCC Working Hours – Question asked future dated change reported. Advised customer to call back within 1 month of change happening.

Not a compliance process. Note added when customer has made contact and informs operator that there is a change to report to the specific risk identified, however change is in the future so customer advised to callback within 1 month of change happening

XB34 - Dividend Income declared to HMRC for PY-1. Ask customer if they have any dividend income to declare for PY

Dividend Income declared to HMRC for PY-1. Ask customer if they have any dividend income to declare for PY

XB35 - Rental income declared to HMRC for PY-1. Ask customer if they have rental income to declare for PY

Rental income declared to HMRC for PY-1. Ask customer if they have rental income to declare for PY

XB36 - SA identifies undeclared self employed profit for PY-1. Ask the customer about any self employed profit that might not have declared for PY

SA identifies undeclared self employed profit for PY-1. Ask the customer about any self employed profit that might not have declared for PY.

XB37 - [User to enter multiple income] declared to HMRC for PY-1. Ask the customer about [user to enter multiple income] to declare PY

[User to enter multiple income] declared to HMRC for PY-1. Ask the customer about [user to enter multiple income] to declare PY

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Child Trust Fund

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

XC01 - Clerical CTF Proforma completed for child (name & DOB) and referred to TAL initials, xx/xx/xxxx

Self-explanatory.

XC02 - CTF referral is not required because the qualifying conditions are not satisfied

Self-explanatory.

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Breathing Space

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

XC21 - App x Breathing Space dd/mm/yyyy (start date) - dd/mm/yyyy (end date)

Applicant is in the Breathing Space period.

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Domestic violence cases

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

XD01 - Domestic violence case - set the manual correspondence marker - do not remove. Case referred to domestic violence team do not divulge any information to ex-partner XXGRPX/X

If the customer has previously had a joint claim and now has a single claim 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. The manual correspondence indicator is set to ensure that any correspondence is checked before being issued.

XD02 - Domestic violence case - manual correspondence marker already set do not remove - do not divulge any information to the ex-partner XXGRPX/X

If the customer has previously had a joint claim and now has a single claim 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. This may cause problems if the customer has been subjected to domestic violence. The manual correspondence indicator is set to ensure that any correspondence is checked before being issued.

XD03 - TC6XX (YY/YY, type of notice, issue date) (optional - IYSD changed to DD/MM/YY) issued to claimant 1/2. XXGRPX/X

TC6XX (YY/YY, type of notice, issue date) (optional - IYSD changed to DD/MM/YY) issued to claimant 1/2.

XD04 - Manual TC6XX (YY/YY, type of notice, issue date) copy issued to claimant 1/2. XXGRPX/X

Self-explanatory

XD05 - Claimant1/2 details entered on DV spreadsheet (date)XXGRPX/X

Self-explanatory

XD06 - TC610 (and letter)(delete as appropriate) for tax year (YY/YY, issue date) issued to claimant 1/2. O/p of £XXXX for (tax year) XXGRPX/X

Self-explanatory

XD07 - TC6XX (YY/YY, type of notice, issue date) received for claimant 1/2 not issued (reason why). XXGRPX/X.

Self-explanatory

XD08 - O/p of £XXXX for (tax year) sent to DMB to arrange recovery action XXGRPX/X.

Notification has been sent to DMB to ensure they are aware there is a risk of Domestic Violence when taking any direct recovery action.

XD09 - Claimant (1/2)(delete as appropriate) no longer/not(delete as appropriate) at risk of domestic violence (enter reason.) XXGRPX/X

Priority 1 team have confirmed there is no longer any risk of Domestic Violence and there is no longer a requirement to place a manual correspondence marker on the claim.

This Note no longer used from 6 April 2012 - XD10 - DO NOT MAKE ANY CHANGES TO THIS CLAIM UNTIL MC MARKER HAS BEEN RESET BY DV TEAM XXGRPX/X

The Domestic Violence team have checked the claim and consider there would be no risk if certain system generated notices are issued. They have removed the manual correspondence marker to enable the notices to be sent. No changes must be made to the claim as this could generate further notices until the manual correspondence marker is reset.

XD11 - Claimant1/2 details entered on DV spreadsheet (date) manual correspondence marker removed/not added (delete as appropriate) as not appropriate on HHBD case XXGRPX/X

There is a risk of Domestic Violence but the claim affected does not require a manual correspondence marker.

XD12 - O/P of £XXXX for (tax year) (CSSG/ Appeals/ DMB) to arrange manual recovery. No further action by DV team. (delete as appropriate) XXGRPX/X.

The DV team have received a referral from CSSG, Appeals, or DMB. All necessary action has been taken by the DV team. The action to notify the outstanding overpayment has been taken by CSSG, Appeals or DMB to arrange direct manual recovery action.

XD13 - Household ended dd/mm/yy, date reported dd/mm/yy. Referred to the Notional Entitlement Team for consideration. ’XXGRPX/X.

There is a risk of Domestic Violence but the household breakdown has been reported late. A referral to consider Notional Entitlement has been sent prior to notifying DMB of any outstanding overpayment amount.

XD14 -Domestic Violence case. TC603(XX)(YY/YY,) S17 renewal notice ( not issued (reason why) for claimant 1/2 not issued. Annual Declaration marked as ‘not served.’ Reason RLS

The Annual Declaration matches the customers address on the tax credits computer. The RLS marker has already been set. Unable to trace new address to issue the S17. The ‘Not Served’ marker has been set for the computer to produce another copy with the updated address, when the tax credits computer has been amended and the RLS marker removed.

In use by Priority 1 from 16 September 2014 - XD15 - Notification of domestic violence received DD/MM/YY from AP1/AP2. For Priority 1 action only.

For use by P1 AA - a DV WAM has been received/logged onto the P1 team. This note will be deleted and replaced by the AO when the case is actioned.

In use by Priority 1 team from 16 September 2014 - XD16 - HHBD due to domestic violence. WAM/Contact Centre call received DD/MM/YY. AP1/AP2 address updated/RLS. HH ended DD/MM/YY. New claim captured with AP1/AP2. Domestic violence case log updated.

The customer has reported a new notification of a HHBD involving domestic violence and a new single claim has been captured over the telephone.

In use by Priority 1 team from 16 September 2014 - XD17 - HHBD due to domestic violence. WAM/Contact Centre call received DD/MM/YY. AP1/AP2 address updated/RLS. HH ended DD/MM/YY. TC661a issued to AP1/AP2 to invite telephone capture of the claim. Domestic violence case log updated.

The customer has reported a new notification of a HHBD involving domestic violence and P1 have been unable to capture a new single claim over the telephone.

In use by Priority 1 team from 16 September 2014 - XD18 - domestic violence case. Manual/Telephone capture of the claim. Workaround complete. Domestic Violence case log updated.

P1 team have captured a new claim over the telephone.

In use by Priority 1 team from 16 September 2014 - XD19 - domestic violence case for Priority 1 action only. Minimum data captured - more information is required from the customer. Customer to call xx-xxxx-xxxx.

P1 have been unable to capture the claim over the telephone. The new single claim is partially captured to await full details from the customer.

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GDPR

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

XE01 - GDPR Retain Data

GDPR Retain Data

XE02 - GDPR Data no longer retained

GDPR Data no longer retained

XE03 - NONO Claim - to be retained until reviewed

NONO Claim - to be retained until reviewed

XE05 - Manual refund of debt with DWP fully repaid. £x.xx repaid as a result of remission/reapportionment/other for TY xx/xx

Manual refund of debt with DWP fully repaid. £x.xx repaid as a result of remission/reapportionment/other for TY xx/xx

XE20 - Unfinalised tax year (s) (20XX/20XX) has been worked and finalised off system. Claim to bypass unfinalised exception to comply with GDPR.

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Income, childcare, employment and benefit queries

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

This Note no longer used from 12 August 2011 - XF01 - Corre rcvd. Cust qry inc and/or CCC (delete as appropriate) figs amd by man cap

The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original figures the customer supplied on their claim form.

This Note no longer used from 12 August 2011 - XF02 - Correspondence received. Customer querying income and/or childcare (delete as appropriate) figures amended by manual capture team

The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original figures the customer supplied on their claim form.

XF03 - TC1109 ltr isd for fthr info fm cust

A TC1109 letter has been issued to the customer to get further information so we can deal with their query.

XF04 - TC1109 letter issued for further information from the customer

A TC1109 letter has been issued to the customer to get further information so we can deal with their query.

XF05 - TC1110 ltr isd to adv we hv/hv nt (delete as appropriate) amd their clm

A TC1110 letter has been issued to the customer to advise them that we have/have not (delete as appropriate) amended their claim based on the evidence we have and which has been supplied.

XF06 - TC1110 letter issued to advise them that we have/have not (delete as appropriate) amended their claim

A TC1110 letter has been issued to the customer to advise them that we have/have not (delete as appropriate) amended their claim based on the evidence we have and which has been supplied.

XF07 - No amd md to clm. Cust did nt rpy to ltr isd

The customer did not reply to the letter we issued asking for further information to deal with their query. No letter issued.

XF08 - No amendments made to claim. Customer did not reply to letter issued

The customer did not reply to the letter we issued asking for further information to deal with their query. No letter issued.

This Note no longer used from 12 August 2011 - XF09 - Corre rcvd. Cust qry emp rmvd or hrs amd (delete as appropriate) det amd by man cap

The customer has contacted us in response to a letter they have received advising them that the manual capture team have removed the employment or amended the hours the customer supplied on their claim form.

This Note no longer used from 12 August 2011 - XF10 - Correspondence received. Customer querying employment removed/ hours amended (delete as appropriate) details amended by manual capture team

The customer has contacted us in response to a letter they have received advising them that the manual capture team have removed the employment or amended the hours the customer supplied on their claim form.

XF11 - Corre rcvd. Cust qry inc figs# and# CCC figs# and# emp rmvd# and# hrs amd# and# IS/JSA/ESA/PC rmvd (delete as appropriate) by man cap

The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original income and/or CCC figures and/or the employment and/or the hours and/or removed the IS/JSA (IB)/ESA (IR)/PC marker the customer supplied on their claim form.

XF12 - Correspondence received. Customer querying income figures# and# childcare figures# and# employment removed# and# hours amended# and# IS/JSA/ESA/PC removed (delete as appropriate) by manual capture team

The customer has contacted us in response to a letter they have received advising them that the Manual Capture Team have amended the original income and/or CCC figures and/or the employment and/or the hours and/or removed the IS/JSA (IB)/ESA (IR)/PC marker the customer supplied on their claim form.

(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)

XF21 - Customer Tel DD/MM/YY. Advised TC ended due to incorrect TFC claim. Confirmed no activity on TFC account. HH end date DD/MM/YY removed to reinstate clm. Advised they should rec new award notice showing payments in 7-10 days

Claimant wanted to claim 30 hours free Childcare, mistakenly claimed Tax Free Childcare which ended their Tax Credits claim. Tax Credits claim has been reinstated.

XF22 - Customer Tel DD/MM/YY. Advised TC ended when TFC claimed. Confirmed activity on TFC account so unable to reinstate claim. Advised a new claim can be submitted but not backdated

Claimant is financially worse off with Tax Free Childcare or has incorrectly claimed. Tax Free Childcare account has been used so unable to reinstate claim. New Tax Credit claim required.

XF23 - Advised TC ended when TFC claimed. Confirmed unable to reinstate claim. Advised a new claim can be submitted, claim form issued.

Customer informed that TC cannot be reinstated. A new claim form has been issued.

XF24 - Complex Tax Credits reinstatement request. Unable to reinstate referred to International TAL, TDT WVP.

Unable to reinstate the Complex Tax Credits request. Claim referred to International TAL, TDT WVP.

XF25 - Unable to reinstate Tax Credits award, referred to BIT/TAL for further investigation.

Unable to reinstate Tax Credits award. Claim referred to BIT/TAL for further investigation.

XF52 - SA trial - customer has provided their actual PY income. Award updated (renewal inhibited)

The customer has provided their PY actual income. The award has been updated (Renewal inhibited)

XF53 - SA trial - SMS text sent to prompt report of last year income

Text sent to prompt customer to report their last year self-employed/other income

XF54 - SA trial letter issued (DD/MM/YY) for PY income sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. SA trial letter not re-issued on instructions from trial. No further action taken. Do not Disclose.

SA trial letter returned RLS

XF55 - SA trial - Award uninhibited

The award has been finalised using PY actual income information provided by the customer.

XF56 - SA trial estimate letter - PY estimate income. Customer prompted to provide PY actual income by 2SD. (renewal NOT inhibited)

SA trial estimate letter - PY estimate income. Customer prompted to provide PY actual income by 2SD. (renewal NOT inhibited)

XF57 - SA trial – customer has provided their actual PY income. Award updated (renewal NOT inhibited)

The customer has provided their PY actual income. The award has been updated, renewal NOT inhibited

XF58 - Delay to issue of 18/19 finalised award notice due to cases being included in March 2020 SA trial (HHN XF50 & XF53)

Following the March 2020 SA trial affecting some self-employed cases for y/e 18/19, there is a delay to finalising a portion of these cases. The cases in the trial were identified with notes XF50 and XF53

XF65 -Tax Credit Trial SMS issued to Auto Customers

Text sent advising customers they do not need to contact us unless they have a change to report or their income is incorrect.

XF66 - SMS nudge: No amendment to claim

For use when a SMS has been issued out and the customer contacts but no amendment to the claim is required.

XF67 - Letter nudge: No amendment to claim

For use when a letter has been issued out and the customer contacts but no amendment to the claim is required.

XF68 - Letter issued to customer to check estimated CY self-employed income

Letter issued to customer to check estimated CY self-employed income

XF69 - Unregistered birth process. Child matched in GRO and Child details correct on NTC. (insert sign off)

Child details matched on GRO and NTC

XF70 - Unregistered birth process. Child matched in GRO and Child details on NTC updated. (insert sign off)

Child found on GRO and NTC updated with child details

XF71 - Unregistered birth process. Child (insert child’s name) removed from NTC as customer cannot provide proof of responsibility. (insert sign off)

Child removed from NTC as no evidence of responsibility provided by customer

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NIRS Credits misdirection cases

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

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Digital Services

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

XH01 - HHBD (date). ExPtnr’s address set to RLS. Customer referred to the single claims team helpline.

HHBD reported and standardised note set specifically to block access through the digital service

This note no longer used from 01 January 2019 - XH02 - HHBD (date). ExPtnr's address set to RLS. Claim pack issued

HHBD reported and standardised note set specifically to block access through the digital service

XH03 - HHBD (date). ExPtnr's address set to RLS. Cust doesn't want to make new claim.

HHBD reported and standardised note set specifically to block access through the digital service

XH04 - Case checked. HVP released for PY/CY case matches automatic sift selection criteria. Payment can be issued. VLP/Robotic Solution.

HVP case checked by VLP Robotic solution. (published as XH02 between 08/12/16 and July 2017)

XH10 - Digital new claim submitted.

Customer submitted a Tax Credit new I-claim via the digital service. The claim has been manually captured.

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Fraud and Error assessment system tool

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

This Note no longer used from 1 January 2019 - XJ01 - CCP not reg, CCC rmvd. Ltr isd

The customer has put childcare charges on the claim form but the childcare provider is not registered. Childcare costs have been removed. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ02 - CCC rmvd, ch not yet std. Ltr isd

The customer has put childcare charges on the claim form but the childcare has not yet started. Childcare costs have been removed. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ03 - CCC rmvd, ch not kwn/atd (delete as appropriate). Ltr isd

The customer has put childcare charges on the claim form but the childcare provider does not know the children or the children have never attended. Childcare costs have been removed. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ04 - CCC chgd fm £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but the amount is incorrect. Childcare costs have been amended. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ05 - CCC amd fm mntly to wkly £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but has put monthly instead of weekly. Childcare costs have been amended from monthly to weekly. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ06 - CCP not reg, CCC rmvd. Inc chgd fm £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but the childcare provider is not registered. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ07 - CCC rmvd, ch not yet std. Inc chgd fm £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but the childcare has not yet started. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ08 - CCC rmvd, ch not kwn/atd. Inc chgd fm £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but the childcare provider does not know the children or the children have never attended. Childcare costs have been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ09 - CCC chgd fm £XX to £XX. Inc chgd fm £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but the amount is incorrect. Childcare costs have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ10 - CCC amd fm mntly to wkly £XX to £XX. Inc chgd fm £XX to £XX. Ltr isd

The customer has put childcare charges on the claim form but has put monthly instead of weekly. Childcare costs have been amended from monthly to weekly. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 Janaury 2019 - XJ11 - Inc chgd fm £XX to £XX. TC1094 iss’d

Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This Note no longer used from 6 April 2012 - XJ12 - 50+ rmvd, no entmt. Ltr isd

The customer has put entitlement to the 50+ element on the claim form but is not entitled. Letter issued to customer.

This Note no longer used from 6 April 2012 - XJ13 - 50+ rmvd, no entmt. Inc chgd fm £XX to £XX. Ltr isd

The customer has put entitlement to the 50+ element on the claim form but is not entitled. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ14 - Wk det rmvd. Clmt 1/2 (delete as appropriate) not kwn/atd (delete as appropriate). Ltr isd

The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ15 - Wk det rmvd. Clmt not kwn/atd (delete as appropriate). Inc chgd fm £XX to £XX. Ltr isd

The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ16 - Wk hrs chgd fm XX to XX. Ltr isd

The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ17 - Wk hrs chgd fm XX to XX. Inc chgd fm £XX to £XX. Ltr isd

The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ18 - Inc chdg fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.

Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ19 - Wk det rmvd. Clmt not kwn/atd (delete as appropriate). Inc chgd fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.

The customer has put employment on the claim form but the employer does not know the customer or the customer did not attend work. Employment has been removed. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ20 - Wk hrs chgd fm XX to XX. Inc chgd fm £XX to £XX. IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.

The customer has put employment on the claim form but the employee does not work the number of hours they have stated. The hours have been amended. Income has been amended because the information we hold does not match the income declared by the customer on the claim form. The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ21 - IS/JSA/ESA/PC (delete as appropriate) rmvd. No entmt. Ltr isd.

The customer states they receive one of the following benefits IS/JSA (IB)/ESA (IR)/PC on the claim form. Entitlement is not confirmed by ADD so IS/JSA (IB)/ESA (IR)/PC has been removed. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ22 - MAN CAP

The case has been manually captured.

This note no longer used from 1 January 2019 - XJ23 - Child (enter child’s name and date of birth) rmvd. No resp. Ltr isd.

The customer has put a child/children on the claim form but we are unable to establish responsibility. The child/children have not been put on the claim. Letter issued to customer.

This note no longer used from 1 January 2019 - XJ24 - TSSB amd fm £XX to £XX. Clmt 1/Clmt 2 (delete as appropriate) in rec of CA. Inc chgd fm £XX to £XX ltr isd

Taxable Social Security Benefit (TSSB) has been amended because the information we hold does not match the Carers Allowance (CA) provided on the claim. Letter issued to the customer.

This note no longer used from 1 January 2019 - XJ25 - Other inc amd fm £XX to £XX. App1/App 2 (delete as appropriate) in rec of a pen. Inc chgd fm £XX to £XX ltr isd

Other income has been amended because the information we hold does not match the pension details on the claim. Letter issued to the customer.

This note no longer used from 1 January 2019 - XJ26 - CCC removed, costs met by local auth/education early years. Letter issued.

The customer has put childcare charges on the claim form but the childcare is being met by a Local Authority/education early years. Childcare costs have been removed. Letter issued to the customer.

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Emergency Cases

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’
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Cost of Living Payment

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’
XL01 - Customer has been informed via mailshot that they may be eligible for the Cost of Living Support Scheme

Customer has been informed via mailshot that they may be eligible for the Cost of Living Support Scheme

COLS: Manual payment 1 approved

Cost of Living Support Scheme: Customer informed they have received both COLS payments and is happy with explanation provided, advised a letter will confirm they are not required to repay O/P and advised ignore standard COLS letter 7260309'- if contact was successful

XL25: Cost of Living Support Scheme: Payments for HH suspended. Customer has been excluded from automated payment run and will require a manual check.

Cost of Living Support Scheme: Deceased customer is entitled to payment. Reminder letter issued to request documentary evidence for legal representative or executor.

Cost of Living Support Scheme: Deceased customer, Documentary evidence supplied by legal representative or executor checked and not accepted. Letter issued to request correct documentation.

XL53 - Cost of Living Support Scheme: Deceased customer, no trace of personal representative or executor.

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Multi-agency

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

XM01 - Request received from xxxxx dated (DD/MM/YY). Reply issued on xxxx

Self-explanatory.

XM02 - Complaint received from xxxxxx dated (DD/MM/YY). TC648 and request sent to xxxxxx

Self-explanatory.

XM03 - Witness Statement received (date) from (requestor), reply sent (date). GP7/2 (initials)

Self-explanatory.

XM04 - Query received from LA re Free School Meals - call made/letter sent to LA advising they must obtain this info from the DFE hub, or, if this is not possible to contact the Local Authority Helpline for the information needed

Self-explanatory.

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Re-issue notice

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

XN01 - Copy notice requested. Deceased claim. MCT can issue notice dated DD/MM/YYYY [today’s date]

Self-explanatory.

XN02 - Copy notice requested for award period 06/04/YY - 05/04/YY. Cannot re-issue as address noted RLS

A request for a copy or duplicate notice has been received but can’t be actioned because the address is RLS and no new address has been found.

XN03 - Copy / duplicate of award / rejection / S17 / SOA / IDS [delete as required] notice issued on DD/MM/YYYY

Details which copy or duplicate notice has been issued.

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Preparing and sending documents for storage

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

XP01 - Enquiry received relating to tax years (enter tax year) and (enter tax year). Sent to storage in year (enter latest tax year that enquiry relates to)

Explanation to confirm that correspondence received relates to multiple tax years. The enquiry has been stored under the latest tax year.

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COVID-19 issue

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

XQ01 - Customer has digitally amended SE income to NIL due to COVID-19 issue. Telephoned customer, who has confirmed change is correct due to C19.

Customer has digitally amended SE income to NIL due to COVID-19 issue. Telephoned customer to check if change is correct and to advise of potential overpayment at year end if incorrect income figure used.Customer has confirmed change is correct.

XQ02 - Customer has digitally amended SE income to NIL due to COVID-19 issue. Telephoned customer, who stated the change is incorrect and will resubmit their income through digital portal.

Customer has digitally amended SE income to NIL due to COVID-19 issue. Telephoned customer to check if change is correct.Customer has stated change is incorrect and will resubmit their income through digital portal.

XQ03 - Customer has digitally amended SE income to NIL. This is NOT due to COVID-19 issue

Customer has digitally amended SE income to NIL due to COVID-19 issue. Telephoned customer to check if change is correct and to advise of potential overpayment at year end if incorrect income figure used. Customer has stated change is not due to C19.

XQ04 - Customer has digitally amended SE income to NIL due to COVID-19 issue. Unable to contact customer by telephone.

Customer has digitally amended SE income to NIL due to COVID-19 issue. Unable to contact customer by telephone to check if change is correct. Letter sent to customer regarding SE income now reduced to NIL. Advised to ring xx-xxxx-xxxx to discuss.

XQ05 -Viewing payments – nil payments Tax Credit digital and HMRC App

Viewing payments – nil payments Tax Credit digital and HMRC App

XQ06 - Customer has digitally amended SE income to NIL due to COVID-19 issue.Advice letter sent regarding CY estimate now reduced to NIL. Advised to ring xx-xxxx-xxxx to discuss.

Customer has digitally amended SE income to NIL due to COVID-19 issue. Advice letter has been sent to customer regarding their SE income now reduced to NIL. Advised to ring xx-xxxx-xxxx to discuss.

XQ07 - H-ART temporary pause in recovery re-set at customer request.

Recovery adjustment re-set at customer request. Use when PM68 is present on notes

XQ08 - H-ART hardship easement recovery re-set at customer request.

Recovery adjustment re-set at customer request. Use when PM66 is present on notes

XQ09 - In-year debt recovery pause lifted, recovery re-set to collect from CY.

Overpayment now being collected from CY award following a pause in collection due to C-19. Use when PM68 is present.

XQ10 - Letter [code] (TC603 19/20IR) issued 23/6/2020 to inform the customer of their 19/20 total household income of [xxxxxxx.xx] - Letter is stored under [URxxxxxxxx]

TC603 19/20IR issued 23/6/2020 to inform the customer of their 19/20 total household income

XQ12 - Hardship easement lifted and recovery re-set to collect from CY

Overpayment now being collected from CY following lift of hardship eased process. Use when PM66 is present.

XQ14 - COVID-19 issue: Customer reported child not currently attending CC from (date) but paying full costs

Customer still paying 100% of their childcare costs, but child is not attending childcare due to lockdown.

XQ15 - COVID-19 issue: Customer reported child not currently attending CC from (date) but paying part costs. CCPR 1: (amount) paid (frequency) from (date). CCPR2: (amount) paid (frequency) from (date). CPR3: (amount) paid (frequency) from (date). Delete as appropriate

Customer is paying part of their normal costs, but the child is not currently attending

XQ16 - COVID-19 issue: Customer reported child not currently attending CC from (date) and not currently paying any costs from (date)

Customer has stopped paying any childcare costs

XQ17 – COVID19 issue - Customer called and confirmed no gap in childcare attendance and no change in costs paid

Customer telephoned to confirm child continuing to attend childcare, there has been no gap in attendance and no change in costs paid

XQ18 – COVID19 issue - Customer called and confirmed no gap in childcare attendance, but costs paid have changed. Costs updated on NTC

Customer telephoned to confirm child continuing to attend childcare, there has been no gap in attendance, but costs paid have changed

XQ19 -COVID19:Customer states child not attending childcare since DD/MM/YY but still paying full costs. Cust told costs will not be paid from 08/09/20 if child not back at childcare and to tell us if child not returned by 08/09. Ref sent

Customer telephoned to confirm child not currently attending childcare, customer continuing to pay full costs. Costs towards childcare will not be paid from 08/09/2020 unless the child has returned to childcare.

XQ20 -COVID19:Customer states child not attending childcare since DD/MM/YY but still paying part costs. Current costs updated. Cust told costs will not be paid from 08/09/20 if child not back at childcare and to tell us if child not retd by 08/09.Ref sent

Customer telephoned to confirm child not currently attending childcare, customer continuing to pay part costs. Costs towards childcare will not be paid from 08/09/2020 unless the child has returned to childcare.

XQ21 – COVID19 issue - Customer called and confirmed child not currently attending childcare since DD/MM/YY and not paying any costs. Childcare ended DD/MM/YY on NTC. Customer advised to make new claim to childcare when child returns

Customer telephoned to confirm child not currently attending childcare, customer not paying any costs

XQ22 – COVID19 issue - Customer called and confirmed child now attending childcare after a gap. Costs from DD/MM to DD/MM amended and current costs added to NTC

Customer telephoned to confirm child has returned to childcare after a gap in attendance due to childcare provider being closed. Childcare costs confirmed

XQ23 – COVID19 issue - Customer called and confirmed child now attending childcare after a gap. New costs from DD/MM applied to NTC / HRR Childcare interciew arranged. If cusotmer calls do not ask additional childcare questions (first lockdown) (delete as appropriate)

Customer telephoned to confirm child has returned to childcare after a gap in attendance due to childcare provider being closed. New childcare costs confirmed. Telephone interview booked, this specific note is to switch off the health check questions being asked by operators prior to the interview for the first lockdown period if the customer calls us again in the meantime.

XQ24 - COVID19 issue - Childcare nudge SMS/letter issued to check childcare payments and attendance following lockdown

An SMS or letter has been issued to the customer to check childcare payments and whether child has attended childcare following lockdown

XQ25 - PY act SE inc reported. Customer confirmed no ‘other inc’/other inc’ (user to delete). Income change made using S19

SE customer auto renewed at 1SD. SE actual income provided prior to 2SD. Income change amended under S19

(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)

XQ27 - COVID19 issue. Some / all children absent from childcare for more than 4 weeks. Costs ended / amended from [insert DD/MM/YY]

Customer contacted to confirm some or all children in house hold are currently absent from childcare due to a national or local COVID19 lockdown for a period exceeding 4 weeks. Childcare costs amended or ended.

XQ28 - COVID19 issue. Some / all children absent from childcare for less than 4 weeks. No change made. Customer informed to contact us immediately if absence exceeds 4 weeks to avoid overpayment.

Customer contacted to confirm some or all children in house hold are currently absent from childcare due to a national or local COVID19 lockdown for a period not exceeding 4 weeks. No change to costs made.

XQ29 - COVID19 issue. Some / all children absent from childcare. Customer unsure if absence will exceed 4 weeks. No change made. Customer informed to contact us immediately if absence exceeds 4 weeks to avoid overpayment.

Customer contacted to confirm some or all children in house hold are currently absent from childcare due to a national or local COVID19 lockdown. Customer is unsure if the absence will exceed 4 weeks. No change to costs made. Customer advised to contact us if the absence does exceed 4 weeks.

XQ30 - COVID 19 issue. Customer confirmed all children currently attending childcare as normal. Advised to inform us if anything changes. HRR Childcare interview arranged. If customer calls do not ask additional childcare questions (second lockdown) (delete as appropriate)

Customer contacted to confirm all children in house hold are currently attending childcare as normal during a national or local COVID19 lockdown. No change to costs made. Telephone interview booked, this specific note is to switch off the health check questions being asked by operators prior to the interview for the second lockdown period if the customer calls us again in the meantime.

XQ31 - COVID19 issue. Nudge SMS/Letter issued regarding when to report temporary childcare absence due to lockdown (England)

An SMS/letter has been sent to a Tax Credit customer that lives in England who claim childcare costs. Prompting them to contact us if their childcare circumstances have changed due to this recent COVID19 lockdown.

XQ32 - COVID19 issue. Nudge SMS/Letter issued regarding when to report temporary childcare absence due to lockdown (Scotland)

An SMS/letter has been sent to a Tax Credit customer that lives in Scotland who claim childcare costs. Prompting them to contact us if their childcare circumstances have changed due to this recent COVID19 lockdown.

XQ33 - COVID19 issue. Nudge SMS/Letter issued regarding when to report temporary childcare absence due to lockdown (Wales)

An SMS/letter has been sent to a Tax Credit customer that lives in Wales who claim childcare costs. Prompting them to contact us if their childcare circumstances have changed due to this recent COVID19 lockdown.

XQ34 - COVID19 issue. Nudge SMS/Letter issued regarding when to report temporary childcare absence due to lockdown (Northern Ireland)

An SMS/letter has been sent to a Tax Credit customer that lives in Northern Ireland who claim childcare costs. Prompting them to contact us if their childcare circumstances have changed due to this recent COVID19 lockdown

XQ35 - Customer has been informed they may be eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits

Customer has been informed they may be eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits

XQ36 - Customer has been informed they may not be eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits

Customer has been informed they may not be eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits

XQ37 - COVID-19 Support Scheme: Working Households Receiving Tax Credits- One off Payment of £500 issued and will be received by 23 April. Letter and SMS will be issued to confirm

COVID-19 Support Scheme: Working Households Receiving Tax Credits- One off Payment of £500 issued and will be received by 23 April. Letter and SMS will be issued to confirm

XQ38 - Customer advised to raise complaint re: COVID-19 Support Scheme Working Households Receiving Tax Credits via iform on gov.uk

Customer advised to raise complaint re: COVID-19 Support Scheme Working Households Receiving Tax Credits via iform on gov.uk

XQ39 - Customer complaint raised re: COVID-19 Support Scheme Working Households Receiving Tax Creditssent via Eform to OE Complaints

Customer complaint raised re: COVID-19 Support Scheme Working Households Receiving Tax Creditssent via Eform to OE Complaints

XQ40 - Covid-19 Support Scheme: Working Households Receiving Tax Credits-Manual Payment submitted for processing

Covid-19 Support Scheme: Working Households Receiving Tax Credits-Manual Payment submitted for processing

XQ41 - COVID-19 Support Scheme: Working Households Receiving Tax Credits – customer not eligible for manual payment

COVID-19 Support Scheme: Working Households Receiving Tax Credits – customer not eligible for manual payment

XQ42 - COVID -19 Support Scheme: Working Households Receiving Tax Credits – Payment failed, follow correct process to re-issue payment.

COVID -19 Support Scheme: Working Households Receiving Tax Credits – Payment failed, follow correct process to re-issue payment.

XQ43 - COVID -19 Support Scheme: Working Households Receiving Tax Credits – outbound customer contact re-payment failure, advised to call and update bank details

COVID -19 Support Scheme: Working Households Receiving Tax Credits – outbound customer contact re-payment failure, advised to call and update bank details

XQ44 - Covid -19 Support Scheme: Working Households Receiving Tax Credits – Complaint raised and referred to Tier 2 OE complaints to action.

Covid -19 Support Scheme: Working Households Receiving Tax Credits – Complaint raised and referred to Tier 2 OE complaints to action.

XQ45 - Covid -19 Support Scheme: Working Households Receiving Tax Credits – unable to contact by phone. Letter issued for customer to call in with bank details

Covid -19 Support Scheme: Working Households Receiving Tax Credits – unable to contact by phone, letter issued for customer to call in with bank details

XQ46 - COVID-19 Support Scheme: Working Households Receiving Tax Credits - Customer called to report missing payment, referred to Bank Liaison to investigate 14 day timescale given

COVID-19 Support Scheme: Working Households Receiving Tax Credits - Customer called to report missing payment, referred to Bank Liaison to investigate 14 day timescale given

XQ47 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team investigation complete. Payment has been made to valid account associated with customer. Account details (NAME OF BANK) account ending XXXX

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team investigation complete. Payment has been made to valid account associated with customer. Account details (NAME OF BANK) account ending XXXX

XQ48 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed customers bank statement. Recorded payment as missing. Please obtain correct bank details and issue a manual payment.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed customers bank statement. Recorded payment as missing. Please obtain correct bank details and issue a manual payment.

XQ49 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed customers bank statement. Payment was shown as received on XX/XX/XXXX. Customer should speak to bank.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed customers bank statement. Payment was shown as received on XX/XX/XXXX. Customer should speak to bank.

XQ50 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison rec. evidence deemed insufficient to confirm payment has not been received. (REASON: give reason)

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison rec. evidence deemed insufficient to confirm payment has not been received. (REASON: give reason)

XQ51 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Eligibility check completed. Confirmed customer is eligible for payment. Customer eligible missed from scan e- form sent. Four week timescale given.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Eligibility check completed and confirmed customer is eligible for payment. Customer is eligible missed from scan e- form sent to investigate why customer has been missed from scan. Four week timescale given.

XQ52 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team investigation complete. Customer will need to provide evidence (original bank statements) of missing payment.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team investigation complete. Customer will need to provide evidence (original bank statements) of missing payment.

XQ53 - COVID-19 Support scheme: Households receiving tax credits: Manual payment unable to be processed, duplicate NINO. Eform sent to investigate. 10 day timescale given.

COVID-19 Support scheme: Households receiving tax credits: Manual payment unable to be processed, duplicate NINO. Eform sent to investigate. 10 day timescale given.

XQ54 - COVID -19 Support Scheme: Working Households Receiving Tax Credits – Progress chasing payment, advised to call back after 23rd April if still not received.

COVID -19 Support Scheme: Working Households Receiving Tax Credits – Progress chasing payment, advised to call back after 23rd April if still not received.

XQ55 - Customer called regarding voluntarily repaying £500 COVID payment. Advised customer they were entitled according to information we held 02/03/21 and they do not need to repay.

Customer called regarding voluntarily repaying £500 COVID payment. Advised customer they were entitled according to information we held 02/03/21 and they do not need to repay.

XQ56 - Customer called regarding voluntarily repaying £500 COVID payment. Advised customer they were entitled according to information we held 02/03/21. Customer insisted on repaying money. SEES letter issued

Customer called regarding voluntarily repaying £500 COVID payment. Advised customer they were entitled according to information we held 02/03/21. Customer insisted on repaying money. SEES letter issued

XQ57 - COVID-19 Support Scheme: WHRTC. Customer called re voluntarily repaying £500 COVID payment. Advised customer they were entitled according to info held 02/03/21. Details sent to repayments inbox for letter to be issued shortly

Customer called regarding voluntarily repaying £500 COVID payment. Advised customer they were entitled according to information held 02/03/21. Details sent to repayments inbox for letter to be issued shortly

XQ58 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Voluntary repayment of (insert amount) received on (insert date).

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Voluntary repayment of (insert amount) received on (insert date).

XQ59 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Missing C19 £500 referral received - no change in bank details for CTC/ WTC . Statements required if customer still disputing pymt receipt.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Missing C19 £500 referral received - no change in bank details for CTC/ WTC . Statements required if customer still disputing pymt receipt.

XQ60 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: customer called to say £500 payment is missing, advised to check account around date of XQ37 and if still considered missing to send bank statements to TCO

COVID-19 Support Scheme: Working Households Receiving Tax Credits: customer called to say £500 payment is missing, advised to check account around date of XQ37 and if still considered missing to send bank statements to TCO

XQ61 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased customer, date of death prior to 02/03/21, customer not entitled to £500 payment. Do not reissue this payment.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased customer, date of death prior to 02/03/21, customer not entitled to £500 payment. Do not reissue this payment.

XQ62 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased customer, joint claim, £500 payment will be reissued to the surviving partner.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased customer, joint claim, £500 payment will be reissued to the surviving partner.

XQ63 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased customer, customer was entitled to the £500 payment which will be reissued to the estate of the customer.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Deceased customer, customer was entitled to the £500 payment which will be reissued to the estate of the customer.

XQ64 - COVID-19 Support scheme: Households receiving tax credits: - Missing BACS referral received C19 £500 Missing BACS payment has now been received by customer. NFA.

Customer has notified they have now received payment after checking with bank

XQ65 - COVID-19 Support Scheme: WHRTC. Manual payment request rejected at FLM checking stage. Advisor asked to re raise

Manual payment raised was incorrect and has been returned to adviser to correct

XQ66 - COVID-19 Support scheme: Households receiving tax credits: Customer progress chasing missing £500 payment. Advised customer as per HH notes.

Used in progress chasing guidance to enable RBS to recognise progress chasing outcome has been given to the customer to avoid duplicate message being given.

XQ67 - COVID-19 Support scheme: Households receiving tax credits: Post payment scan exception manual payment to be issued.

Used when additional scan exceptions have been identified and require a manual payment

XQ68 - COVID-19 Support scheme: Households receiving tax credits: £26 deminimis customer not eligiblie for £500 payment. Do not issue £500 payment

COVID-19 Support scheme: Households receiving tax credits: £26 deminimis customer not eligiblie for £500 payment. Do not issue £500 payment

XQ69 *Please Read* COVID-19 Support Scheme: Working Households Receiving Tax Credits. Duplicate Payment. Customer paid £500 twice in error. We’re seeking recovery of one payment of £500. Letter issued with HMRC bank details and how to repay. HMRC apologise. We’re unable to accept part payment, so please pay the full £500 to the acct details in letter. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

COVID-19 Support Scheme: Working Households Receiving Tax Credits. Duplicate Payment. Customer paid £500 twice in error. We’re seeking recovery of one payment of £500. Letter issued with HMRC bank details and how to repay. HMRC apologise. We’re unable to accept part payment, so please pay the full £500 to the acct details in letter. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

XQ70 - Customer has been informed they are not eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits despite finalisation of the 20/21 award period

Customer has been informed they are not eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits despite finalisation of the 20/21 award period

XQ71 - Customer has been informed they may be eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits (PHASE 1A)

Customer has been informed they may be eligible for the COVID-19 Support Scheme: Working Households Receiving Tax Credits (PHASE 1A)

XQ72 - COVID-19 Support Scheme: WHRTC: Bank Liaison Team have reviewed referral. Customer’s payment has failed and referral should not have been sent. Correct bank details should be obtained and payment should be reissued

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed referral. Customer’s payment has failed and referral should not have been sent. Correct bank details should be obtained and payment should be reissued

XQ73 - COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed referral. No XQ37 or XQ40 note was present, therefore customer was never issued a payment as they were not eligible.

COVID-19 Support Scheme: Working Households Receiving Tax Credits: Bank Liaison Team have reviewed referral. No XQ37 or XQ40 note was present, therefore customer was never issued a payment as they were not eligible.

XQ74 - COVID- 19 Support Scheme: Working Households Receiving Tax Credits: Officer's Assessment (insert charge ref here) raised for overpayment of £(insert amount). COVID19 27 letter issued for £(insert amount).

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

XQ75 - COVID-19 Support Scheme: Working Households Receiving Tax Credits. Duplicate Payment. Repayment has now been received. No further action required from customer

COVID-19 Support Scheme: Working Households Receiving Tax Credits. Duplicate Payment. Repayment has now been received. No further action required from customer

XQ76 - Covid-19 support scheme -working households receiving tax credits: Compliance notes present. Referral sent for review

Covid-19 support scheme -working households receiving tax credits: Compliance notes present. Referral sent for review

XQ77 - Covid-19 support scheme -working households receiving tax credits: £26 Deminimis case, customer not eligible for one off £500 payment. Do not issue manual payment

Covid-19 support scheme -working households receiving tax credits: £26 Deminimis case, customer not eligible for one off £500 payment. Do not issue manual payment

XQ78 - COVID-19- SMS/Letter issued to prompt customer to inform us of any permanent change to work and hours following the end of CJRS.

SMS/Letter sent to a Tax Credit customer who is/was receiving CJRS payments to tell us of any permanent changes to their work/hours since the end of CJRS.

XQ79 - COVID-19- Customer contacted to confirm no permanent change to Work and hours following the end of CJRS.

Customer contacted to confirm since the CJRS has ended there are no permanent changes to work/hours. No changes to work/hours made.

XQ80 - COVID-19-Customer contacted to confirm a Permanent change to work and hours following the end of CJRS.

Customer contacted to confirm since the CJRS has ended there are permanent changes to work/hours. Changes to work/hours made.

XQ82(A) - Case excluded from WOOP £500 Payments - Phase 1A automated scan as per HMRC request

Case excluded from WOOP £500 Payments - Phase 1A automated scan as per HMRC request

XQ83 - COVID-19 Support scheme: Households receiving tax credits: Customer not eligible for £500 payment. Do not issue £500 payment

COVID-19 Support scheme: Households receiving tax credits: Customer not eligible for £500 payment. Do not issue £500 payment

This Note no longer used from 30 March 2022.

XQ84 - COVID- 19 Support Scheme: Working Households Receiving Tax Credits: customer not eligible for manual payment. Refer customer to compliance officer dealing with claim if they wish to discuss further.

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

XQ85 - COVID- 19 Support Scheme: Working Households Receiving Tax Credits: Officers Assessment (insert charge ref here) cancelled for £(insert amount) as customer has successfully appealed against decision

COVID- 19 Support Scheme: Working Households Receiving Tax Credits: Officers Assessment (insert charge ref here) cancelled for £(insert amount) as customer has successfully appealed against decision

XQ86 - Customer called regarding voluntarily repaying £500 COVID payment. Customer advised they have received the payment twice. Referral sent for investigation.

Customer called regarding voluntarily repaying £500 COVID payment. Customer advised that they have received the payment twice. Referral sent for investigation.

XQ87 - Customer finalised post 16/09/21 and were not eligible for September 2021 payment. Advised they may be eligible for a future payment.

Customer finalised post 16/09/21 and were not eligible for September 2021 payment. Advised they may be eligible for a future payment.

XQ88 - Covid 19 support scheme- working households receiving tax credits: deminimis BACS rejections letter not issued

We have not issued a de minimis BACS rejections letter to the customer yet as they may eligible for payment in a future scan.

XQ89 - Covid 19 support scheme- working households receiving tax credits: deminimis BACS rejections letter issued

We have issued a letter to tell the customer, they were not eligible to the £500 payment and as the payment failed we are not going to replace it

XQ91 – COVID-19- Letter issued to prompt self-employed customer to inform us of any permanent change to their hours and ensure they include their SEISS grant when confirming their income

COVID-19- Letter issued to prompt self-employed customer to inform us of any permanent change to their hours and ensure they include their SEISS grant when confirming their income

XQ94 - COVID-19 Support Scheme: WHRTC: Customer not eligible for WTC OOP in April. Customer eligible following finalisation. Statutory notice of income tax assessment (offset) SEES letter issued. Customer does not need to take any further action.

COVID-19 Support Scheme: WHRTC: Customer not eligible for WTC OOP in April. Customer eligible following finalisation. Statutory notice of income tax assessment (offset) SEES letter issued. Customer does not need to take any further action.

XQ97 - Customer called regarding voluntarily repaying £500 COVID payment. Customer advised that payment has failed, do not reissue this payment.

Customer called regarding voluntarily repaying £500 COVID payment. Customer advised that payment has failed, do not reissue this payment.

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Restore

Restoring a terminated renewal claim. Deciding whether the customer has provided the required information within 30 days of the Statement of Account (SOA) or provided good cause for a late reply in order to restore their terminated claim.

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

XR01 - Claim restored

The claim has been restored. Payments will now restart on the 05/06 claim.

XR02 - TC829 issued for 04/05 declaration details

Form TC829 has been sent because the 04/05 details are needed to restore the claim. Unable to obtain the details over the phone. Forms also sent requesting the 04/05 income details.

XR03 - TC823A no good cause for late return of annual declaration

The customer hasn’t shown good cause for the late return of their Annual Declaration.

XR04 - Corre dated (DD/MM/YY) forwarded to (XXXXXX) to be actioned

Restore action not appropriate. The case has been forwarded to the correct area for their action.

XR05 - Compliance signal on claim, transferred to Renewals Related Compliance MU no further action taken

Self-explanatory.

XR06 - SCO signal on claim, transferred to Renewals Related Compliance MU no further action taken

The Special Compliance signal is present and the claim has been transferred.

XR07 - Inhibited signal on claim, transferred to Renewals Related Compliance MU no further action taken

The Inhibited signal is present and the claim has been transferred.

XR08 - Complex case signal set, case transferred to Complex Case team, no further action taken

Self-explanatory.

XR09 - Case terminated by Compliance. TC823 issued

Self-explanatory.

XR10 - Customer not responded to enquiry sent out, their letter sent to archives, no further action taken

Self-explanatory

XR11 - More information required for restore action, customer 1 or 2 or both not served, S17 re-issued

The Annual Declaration hasn’t been received by the customer and another one has been sent.

XR12 - Award for Tax Year 04/05 was system terminated at 1st specified date, new info received claim restored

Self-explanatory.

XR13 - Award for Tax Year 03/04 was system terminated at 1st specified date, referred to Cap Gemini to restore

The claim was terminated on the 1st Specified Date (1SD). The customer has now supplied the information, but the claim can’t be restored. Sent to CapGemini for their action.

XR14 - Award not renewal system terminated, incorrect referral, no further action

Self-explanatory.

XR15 - Customer gave reason for delay in replying, good cause accepted claim to be restored

Self-explanatory.

XR16 - Customer gave reason for delay in replying, good cause not accepted. TC823A issued

Self-explanatory.

XR17 - Claim restored. Good cause shown

The information has been provided within 30 days from the Statement of Account being sent out. Or the customer has provided good cause for the late reply of the Annual Declaration.

XR18 - Claim not restored. No good cause shown. TC823A issued

The information hasn’t been received within the correct time. No good cause has been shown for the late reply of the Annual Declaration. A form TC823A has been sent informing the customer that they must re-apply.

XR19 - Corre dated (DD/MM/YY) forwarded to (group number)

Self-explanatory.

XR20 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)

Self-explanatory.

XR21 - Award for Tax Year 05/06 was system terminated as 1st specified date, new info received claim restored

The claim was terminated on the 1st Specified Date (1SD). The customer has now provided the information but the claim can’t be restored. Sent to Capgemini for their action.

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Returned Letter Service / returned award notices

Deal with letters or award notices sent to customers but returned by the Post Office Returned Letter Service. This may be due to an incomplete address or the customer may no longer live at that address.

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

XS01 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. Duplicate/copy TC602 issued on (DD/MM/YY)

An Award Notice has been sent to the customer at a previous address. The address on the tax credits computer has been amended so that a duplicate copy of the Award Notice can be sent to the new address.

This Note no longer used from 12 February 2010 - XS02 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Spoke to (name) confirmed new address as (enter address). System updated

The Award Notice was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. A phone call has been made to the customer to confirm the new address. The tax credits computer has been amended with the new address.

XS03 - BACS payments suspended - address RLS [delete if not applicable] TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). UTC to customer. RLS marker set

The award Notice that was sent to customer has been returned. Unable to contact the customer to confirm the address. The RLS marker has been set on the tax credits computer to prevent any future correspondence from being sent to that address. BACS payments suspended.

XS04 - TC602 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). RLS marker already set

An Award Notice was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The RLS marker has already been set.

XS05 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. S17 Not Served marker set. Copy TC603 sent to correct address

The Annual Declaration has been sent to the customer at a previous address. The new address has already been obtained and the tax credits computer amended. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address. BACS payments suspended.

XS06 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Spoke to (clmt name). Confirmed new address as (new address). System updated. S17 Not Served marker set. Sent to storage

The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The customer has been contacted and a new address obtained. The tax credits computer has been amended with the new address. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address.

XS07 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). UTC to (clmt name). RLS marker set & S17 Not Served marker set

The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. Unsuccessful phone calls have been made to the customer. The RLS marker has been set on the tax credits computer to prevent any future correspondence from being sent to the incorrect address. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address, when the tax credits computer has been amended and the RLS marker removed. BACS payments suspended.

XS08 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). RLS marker already set for (clmt name) & S17 Not Served marker set

The Annual Declaration was sent to the customer. The address on the tax credits computer is the same as the returned correspondence. The RLS marker has already been set. The S17 Not Served marker has been set for the computer to produce another copy and send it to the correct address, when the tax credits computer has been amended and the RLS marker removed.

XS09 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). New address on system. TC601 re-issued (DD/MM/YY)

The tax credits decision notice has been returned because the address on the tax credits computer is incorrect. The customer has been contacted and has confirmed the new address. The tax credits computer has been amended with the new address and the decision notice has been sent again to the new address.

This Note no longer used from 12 February 2010 - XS10 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). Spoke to (clmt name) confirmed new address as (new address). System updated. TC601 re-issued (DD/MM/YY). Sent to storage

The tax credits decision notice has been returned because the address is incorrect. The customer has been contacted and has confirmed the correct address. The tax credits computer has been amended with the correct address and the decision notice has been sent again to the correct address.

XS11 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both)

The tax credits decision notice has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address.

XS12 - TC601 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). RLS marker already set. No further action taken

Self-explanatory.

XS13 - (RLS Action taken) Awaiting further guidance

This note is when the action taken hasn’t amended the tax credits computer and an EARS has been raised.

XS14 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)

Self-explanatory.

XS15 - BACS payments suspended - address RLS [delete if not applicable ] TC610 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both). No further action taken

The tax credits notice to pay letter has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.

XS16 - TC610 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). New address updated on system. RLS marker removed. No further action taken

The tax credits notice to pay letter has been returned because the address is incorrect. The address has been updated and the RLS marker has been removed.

XS17 - TC610 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address already updated on system. RLS marker already removed. No further action taken

The tax credits notice to pay letter has been sent to the customer at a previous address. The new address has already been obtained and the tax credits computer amended. The RLS marker has already been removed.

XS18 - BACS payments suspended - address RLS [delete if not applicable] Healthy Start voucher returned RLS (DD/MM/YY) from (address on corre). UTC. RLS marker set for (clmt1/clmt2/both). No further action taken

Healthy Start voucher has been returned because the address is incorrect. Unable to contact the customer. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.

XS19 - Manual Corre issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. TC648 and corres sent to issuing office to re-issue the corres’

Manual Corre was sent to the customer and has been returned RLS. New address traced. The tax credits computer has been amended with the new address. A form TC648 has been sent to the issuing office for them to re-issue the correspondence.

XS20 - BACS payments suspended - address RLS [delete if not applicable] Manual Corre for (give reason for issuing) issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). Unable to trace new address. RLS marker set. No further action taken

Manual Corre was sent to the customer and has been returned RLS. Unable to trace address. The RLS marker has been set to stop any future correspondence from being sent to the incorrect address. BACS payments suspended.

XS21 - BACS payments suspended - address RLS [delete if not applicable] TC603 sent (DD/MM/YY) to (clmt name). Returned RLS (DD/MM/YY) from (address on corre). RLS marker already set. Award terminated No further action taken

Self-explanatory.

This Note no longer used from 12 February 2010 - XS22 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt names). Returned RLS from (address on corre.) TC648 sent to relevant person to record Annual Declaration ‘not served.’ Reason RLS

The Annual Declaration was sent to the customer. The RLS marker has already been set. Unable to access function manage Finalisation. TC648 sent to relevant team to mark the S17 as ‘Not Served’ RLS for the computer to produce another copy and send it to the correct address.

XS23 - Manual Corre issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. Corre has already been re-issued. No further action taken

Manual correspondence has been issued to the customer and has been returned RLS. A new address has been traced and updated on the tax credits computer. The RLS marker has been removed. The correspondence has already been re-issued to the new address. No further action taken.

XS24 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address found. S17 Not Served marker set to prompt issue of new TC603. CY terminated, copy SOA sent to new address / PY finalised, copy S18 notice sent to new address (delete as appropriate)

The Annual Declaration was sent to the customer and returned RLS. A new address has been found. The Annual Declaration has been recorded as not served to prompt the issue of a new Annual Declaration. If CY is terminated a copy statement of account will be sent to the new address. If PY is finalised a copy s18 notice will be sent to the new address. BACS payments suspended.

XS25 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address already on system. S17 Not Served marker sent to prompt issue of new TC603. CY terminated, copy SOA sent to new address / PY finalised, copy S18 notice sent to new address (delete as appropriate)

The Annual Declaration was sent to the customer and returned RLS. A new address has already been updated on the tax credits computer. The Annual Declaration has been marked as not served to prompt the issue of a new Annual Declaration. If CY is terminated a copy statement of account will be sent to the new address. If PY is finalised a copy s18 notice will be sent to the new address. BACS payments suspended.

XS26 - Healthy Start voucher returned RLS (DD/MM/YY) from (address on corre). New address already updated on system. No further action taken

A Healthy Start voucher has been returned because the address is RLS. A new address has already been updated on the tax credits computer. No further action taken.

XS27 - BACS payments suspended - address RLS [delete if not applicable] TC603 issued (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address found. TC648 sent to renewals requesting issue of manual S17 for the relevant tax years that require finalisation and renewal

Self-explanatory.

XS28 - (name of automated notice) sent (DD/MM/YY) for (tax year) sent to (clmnt name). Returned RLS from (address on corre). New address traced. Updated on system. RLS marker removed. Duplicate / copy issued on (DD/MM/YY)

An automated notice has been sent to the customer and returned RLS. A new address has been traced and updated on the tax credits computer. A copy or duplicate notice has been sent to the customer.

XS29 - Household RLS work list Case new address traced and system amended’

Self-explanatory.

XS30 - BACS payments suspended - address RLS

Self-explanatory.

XS31 - Household RLS work list case - unable to obtain a new address

Self-explanatory.

XS32 - (Name of notice issued) sent dd/mm/yy for (tax year) sent to (clmnt name). Returned RLS from (address on corres). New address traced on unprocessed coc work list and updated on system. RLS marker removed. Duplicate/copy issued on dd/mm/yy

Self-explanatory.

XS33 - HH RLS work list case. New address traced on unprocessed coc work list and updated on the system. RLS marker removed

Self-explanatory.

(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)

(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)(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)

(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)

(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)(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)

(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)

(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)(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)

(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)

(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)(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)

XS42 - Residency Unit case Res letter sent dd/mm/yy. Sent to (clmts name) rtn RLS from (address on corres). Unable to trace new address. RLS marker set for (clmt1/clmt2/both). No further action taken.

A Residency Group letter has been rtn DLO / RLS. No new address has been traced. RLS marker has been set.

XS43 - IYF RLS case. Address no longer RLS. W/L item transferred to deletion MU for deletion/ no further action (delete as appropriate).

Address no longer RLS. Worklist item transferred to deletion MU for deletion.

XS44 - IYF RLS case. Address already updated. IYS17 notice already been issued to correct address.

The address change has been made before the issue of the IYS17 notice.

XS45 - IYF RLS case. Address obtained from ADD and system updated. RLS marker removed / W/L item transferred to deletion MU / no further action (delete as appropriate).

New address traced on ADD and system updated. Relevant action taken.

XS46 - IYF RLS case. IYS17 returned RLS. New address on system. IYS17 marked as not served to prompt issue of new IYS17 notice to new address.

IYS17 notice has been marked as not served as a new address has been found and a new IYS17 notice is required.

XS47 - IYF RLS case. No new address found. Manual issue date entered on system to allow claim to finalise on info held. W/L item transferred to deletion MU (if appropriate).

No new address has been found therefore IYS17 cannot be issued. Manual issue date entered as this will allow the system to finalise the claim on the information held.

RLS case. Telephone call to customer, correct address obtained for partner. Address updated on NTC for Ap1/2 (delete as appropriate). RLS marker and payment suspension marker removed.

XS67 - TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address updated. S17 Not Served marker set. Copy of TC603 issued.

TC603 issued (DD/MM/YY) for (tax year) sent to (clmt name). Returned RLS from (address on corre). New address updated. S17 Not Served marker set. Copy of TC603 issued.

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Welsh Language Unit translations

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

XT01 - Correspondence sent to the Welsh Language Unit for translation. BF DD/MM/YY. Group/Team/Initials

Self-explanatory.

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Unsigned award notices

Refer cases for restore if good cause is established.

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

XU01 - Unsigned Termination, casepapers recalled

The award has been terminated because no Award Notice has been logged on the tax credits computer as signed. The casepapers have been recalled to see if the Award Notice was received.

XU02 - Award notice issued (DD/MM/YY) logged on as returned, good cause accepted, case referred to bhd fylde to restore

The Award Notice has been logged on the tax credits computer and the case has been forwarded for restore action.

XU03 - Award notice not in casepapers, case stockpiled vantive 3251864

There is no Award Notice in the case papers, so the case has been stockpiled to await a process update.

XU04 - Award notice not in casepapers, TC664 issued, asked to return award notice and good cause

There is no Award Notice in the case papers. The customer has been told to return the Award Notice with the reason for the delay.

XU05 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)

Self-explanatory.

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Tax Credits Quality Assurance Team

The Tax Credits Quality Assurance Team is responsible for checking a statistically valid sample of tax credits cases to provide the Senior Management Team with answers and statistics on tax credits accuracy.

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

XV01 - QA Team accuracy check. Letter sent re (reason). For QA Team action only. TCO Clusters to telephone for further instructions

The purpose of this message is so that Contact Centres don’t take any action on the claim if they receive a phone call from the customer. Instead, they must obtain the contact details from the customer and send these to the QA Team using the applicable stencil. TCO staff contact the QA Team for further instructions before making any changes to the claim. The letter sent to the customer could relate to any discrepancy on the claim.

XV02 - QA Team accuracy check. QA Team accuracy correction: (Reason)

Informs staff that the QA Team has corrected an error that has been identified on the customer’s claim. The QA Team will have written to the customer to explain what action has been taken and why.

XV03 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY)

Self-explanatory.

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Invite a fresh claim

Telling the customer to contact the tax credits helpline to make a new claim.

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

XW01 - Customer told to contact the tax credits helpline to make a new claim

Self-explanatory

XW02 - TC27 issued stating tax credits unavailable but can claim for UC

Self-explanatory

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Log award notice

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

This Note no longer used from 6 April 2011 - XX01 - Award Notice rec’d already logged. Sent to storage

The award notice has already been logged and sent to storage.

This Note no longer used from 6 April 2011 - XX02 - Award Notice rec’d already logged, SENT TO COC

The award notice has already been logged and sent to the Change of Circs Team.

This Note no longer used from 6 April 2011 - XX03 - Award Notice rec’d passed to TM to consider good cause

Self-explanatory.

This Note no longer used from 6 April 2011 - XX04 - Award Notice Logged (DD-MM-YYYY)

The award notice has already been logged on the date shown.

This Note no longer used from 6 April 2011 - XX05 - Award Notice Logged (DD-MM-YYYY), SENT TO COC

The award notice has already been logged on the date shown and has been sent to the Change of Circs Team.

This Note no longer used from 6 April 2011 - XX06 - Award Notice rec’d outside 30 days

The award notice has been received outside 30 days and the claim has been terminated.

This Note no longer used from 6 April 2011 - XX07 - Award Notice rec’d outside 30 days, SENT TO COC

The award notice has been received outside 30 days and the claim has been terminated. It has been sent to the Change of Circs Team.

This Note no longer used from 6 April 2011 - XX08 - Award Notice rec’d unsigned. Returned to AP1 / AP2 with TC618. Reminder cycle extended to DD/MM/YYYY

Self-explanatory.

This Note no longer used from 6 April 2011 - XX09 - Award Notice rec’d unsigned. No dispute, sent to storage

Self-explanatory.

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Covid-19 issue (continued)

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’
Explanation

XY01 - Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer not happy with explanation. Customer will submit a Mandatory Reconsideration

Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer not happy with explanation. Customer will submit a Mandatory Reconsideration

XY02 - Customer called, provided PY actual income figures of £xx.xx. Not updated on NTC due to UG05 household note

Customer called, provided PY actual income figures of £xx.xx. Not updated on NTC due to UG05 household note

XY03 - Customer called to finalise PY but didn’t have actual income, advised to call back by 28/02/22

Customer called to finalise PY but didn’t have actual income, advised to call back by 28/02/22

XY04 - Customer called, provided PY actual income figures of £xx.xx. (*Change of Circs details). NTC updated. Extended 2SD due to Covid

Customer called, provided PY actual income figures of £xx.xx. (*Change of Circs details). NTC updated. Extended 2SD due to Covid

XY05 - Customer called to update PY income. NTC already updated. Ex partner will need to call with PY income before 2nd SD. Extended 2SD due to Covid

Customer called to update PY income. NTC already updated. Ex partner will need to call with PY income before 2nd SD. Extended 2SD due to Covid

XY06 - Customer called unable to provide all income for PY. Customer needs to call back before 2 SD. Extended 2SD due to Covid

Customer called unable to provide all income for PY. Customer needs to call back before 2nd SD. Extended 2SD due to Covid

XY07 - Customer called, advised ex-partner needs to call with actual income before 2SD.Extended 2SD due to Covid

Customer called, advised ex-partner needs to call with actual income before 2SD.Extended 2SD due to Covid

XY08 - Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid

Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid

XY09 - Customer called, provided PY actual income figures of £xx.xx, *no ‘other inc’/other inc’. NTC updated for both customers. Partners income £xx.xx from NX35 note. Extended 2SD due to Covid

Customer called, provided PY actual income figures of £xx.xx, *no ‘other inc’/other inc’. NTC updated for both customers. Partners income £xx.xx from NX35 note. Extended 2SD due to Covid

XY10 - Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer happy with explanation

Customer called provided PY actual income figures of £xx.xx. Not updated as S19 already considered for PY. Customer happy with explanation

XY11 - Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid

Customer called, provided PY actual income figures of £xx.xx. NTC updated. Extended 2SD due to Covid

XY12 - Customer called provided PY actual income figures of £xx.xx. Advised customer to call number on the letter they have received

Customer called provided PY actual income figures of £xx.xx. Advised customer to call number on the letter they have received

XY13 - Customer called provided PY actual income figures of £xx.xx. Not updated as PY award already finalised. *Customer advised to submit a Mandatory Reconsideration (*delete if not appropriate)

Customer called provided PY actual income figures of £xx.xx. Not updated as PY award already finalised. *Customer advised to submit a Mandatory Reconsideration (*delete if not appropriate)

XY14 - Customer called provided PY actual income figures of £xx.xx. Referral sent to OPG.

Customer called provided PY actual income figures of £xx.xx. Referral sent to OPG.

XY22 - customer called to provide revised PY income figure of £xx.xx. Not updated as PY is already finalised and S19 already considered. Customer advised to submit a Mandatory Reconsideration

Customer called to provide revised PY income figure of £xx.xx. Not updated as PY is already finalised and S19 already considered. Customer advised to submit a Mandatory Reconsideration

XY26 - customer called to provide revised PY income figure of £xx.xx. Change not accepted. *delete as appropriate. Customer happy with explanation. / Customer not happy with explanation, advised to submit a Mandatory Reconsideration)

Customer called to provide revised PY income figure of £xx.xx. Change not accepted. *delete as appropriate. Customer happy with explanation. / Customer not happy with explanation, advised to submit a Mandatory Reconsideration)

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(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)

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