25/11/19 to 01/12/19

More ATLAS items every day including an allocation for Friday when the system was scheduled to be down all day. System came back early so I was able to do them.

New hb/ctr claim evidence submission started. Currently awaiting ctr award to post onto the council tax account.

Out of the ordinary scenario this week regarding a claimants wage received via a VEP task. The claimant had a one-off high monthly wage in September. When I queried it she provided a letter from her employer, Kirklees Council, which advised that the one-off payment was known as a 'Salary Framework' payment. The letter advised that the payment was designed to support a period of adjustment for employees losing pay due to service changes. Discussed with senior processor and we ignore this payment.

Another VEP task from 2 weeks ago led to me doing a full review of a claimants income & savings. This led to the discovery that we had input one of his private pensions as paid monthly when it was in fact paid only once a year. I revised the decision as a processing error but then had to amend this again when I looked at the evidence the claimant had submitted originally in which he had stated all his private pensions were paid monthly. This was also confirmed via a telephone conversation and the single monthly bank statement would not have alerted us to the error. I decided therefore that there hadn't been a processing error and amended this private pension from current date only.

Paid hb for a council tenant who had been temporarily housed in homeless accommodation and then returned to his council flat after 5 days. Paid hb for both addresses.

Input gross wage for a claimant who had come off JSA and provided a letter from his new employer confirming only his salary. Claim notes indicated that the claimants working tax credit award does not show on the CIS system for an unknown reason. The child tax credit award info has been received via ATLAS. He no longer qualifies for hb/ctr. I wrote to him to explain I had used his gross wage but he is well above his applicable amount and would have no entitlement even if deductions for tax and NI were taken account of. Moreover his WTC amount hadn't been included because I don't what he receives ( I had asked for this info but he hadn't provided it).

Comments

  1. Sandeep14 February 2020 at 07:51

    Great example of good customer service with the courtesy letter to the claimant re nil entitlement.

    ReplyDelete

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