Tax credits stopped because of one day gap in employment

ilovecows

My lil sister has just been told that her tax credits were not paid today becuase of a one day gap in her employment, they cancelled her claim and said she needs to re apply!

Basically she was working 30 hours up until the 18th december and on the 20th dec she started a new job of 16 hours

she is 25 and also get sthe disability element.

They said on the phone to her that they tried to call her to clarify the one day gap, but isnt it obvious, she came out of one job on the friday and started the next one on the sunday night?? as stated to them!!

They cancelled her claim and now have said they will try to reinstate it if not she will have to re apply

Sparhawke

This happened to me too once when my hours were changed while working at the same company, a bunch of incompetents who cannot understand plain English if you ask me.

There is also not really much you can do that I know of, all you end up on is the bureaucracy merry-go-round.

[Deleted User]

Make a complaint and speak to a team leader.

a gap of 7 days or less should mean that the award continues.

If the team leader tells you it is not possible to correct it and you need to re-apply you should ask them to correct your award "through correction" rather than "change of circumstance". If this doesn't work you can either re-apply or ask for it to be escalated to the "head office" to be amended by the processing team.

If all else fails ask the team leader to have the complaint escalated to the contact centre customer relations manager.

[Deleted User]

Sparhawke wrote: »

This happened to me too once when my hours were changed while working at the same company, a bunch of incompetents who cannot understand plain English if you ask me.

There is also not really much you can do that I know of, all you end up on is the bureaucracy merry-go-round.

Thanks for that. I am a TC adviser and I can assure you that I am not incompetent and I am perfectly able to understand plain English. The problem is not the adviser, it is the NTC system in most cases. The advisers need to feed information in the the system that is not necessarily what they were told by the customer.

Eg. If you stop working on 15th and start a new job on 18th you should have ongoing entitlement. But to ensure this is the case the adviser needs to go in and create false information for 16th & 17th to make it look as though you were still working.
The NTC system only sees a gap and stops the award.

ilovecows

subsoniccoyote wrote: »

Thanks for that. I am a TC adviser and I can assure you that I am not incompetent and I am perfectly able to understand plain English. The problem is not the adviser, it is the NTC system in most cases. The advisers need to feed information in the the system that is not necessarily what they were told by the customer.

Eg. If you stop working on 15th and start a new job on 18th you should have ongoing entitlement. But to ensure this is the case the adviser needs to go in and create false information for 16th & 17th to make it look as though you were still working.
The NTC system only sees a gap and stops the award.

THANKS

am on the phone to them now-3rd time 2day

ilovecows

right, they said they dont think it will be amended on the system as its more than 7 days since i submitted the change of hours. The woman who processed the change didnt fill the 2 day gap in like you said...

therefore the only thing i can do is re apply when i get the form

computershack

subsoniccoyote wrote: »

Thanks for that. I am a TC adviser and I can assure you that I am not incompetent and I am perfectly able to understand plain English. The problem is not the adviser, it is the NTC system in most cases. The advisers need to feed information in the the system that is not necessarily what they were told by the customer.

Eg. If you stop working on 15th and start a new job on 18th you should have ongoing entitlement. But to ensure this is the case the adviser needs to go in and create false information for 16th & 17th to make it look as though you were still working.
The NTC system only sees a gap and stops the award.

That I can believe. I've been waiting 10 months for a tax rebate from when I was PAYE. Because I went self employed, even though it was after the end of the tax year I was claiming for, the "new improved system" at HMRC won't refund me other than offsetting it against this years tax, which is really helpful as I'll not actually reach the allowance, nor can they override it. I'm only one of 100,000's in the same boat. Apparently, my scenario was not one considered by the programmers...:rolleyes: I suspect the NTC system is the same. Its not the TC advisors faults - they're banging their heads against the wall at the stupidity of it just as much as the rest of us are. All of this for the sake of not putting in one single line of code to work out if the break in employment is less than 7 days....

[Deleted User]

ilovecows wrote: »

right, they said they dont think it will be amended on the system as its more than 7 days since i submitted the change of hours. The woman who processed the change didnt fill the 2 day gap in like you said...

therefore the only thing i can do is re apply when i get the form

You've been fed a load of bull faeces I'm afraid. Did you speak to a manager?

If not, request that they make the amendment now (in order to close the gap between the jobs) through the correction screens before speaking to a manager and tell them you want your complaint forwarded to the customer relations manager.

ilovecows

subsoniccoyote wrote: »

You've been fed a load of bull faeces I'm afraid. Did you speak to a manager?

If not, request that they make the amendment now (in order to close the gap between the jobs) through the correction screens before speaking to a manager and tell them you want your complaint forwarded to the customer relations manager.

hi, yes they made the amendment this morning, but said it will take at least 3 days to know if it went through or not, they told me to call back on monday

[Deleted User]

Most changes can go through in as little as 1 or 2 days so you could call back on Sunday. Good luck.

ilovecows

subsoniccoyote wrote: »

Most changes can go through in as little as 1 or 2 days so you could call back on Sunday. Good luck.

Many thanks for your help from my sister!