TCM1000474 - How to use the Enquiry Centre Locator Tool

Version 1.0

Changes to previous version - new guidance.

Step 1

If you want to locate the nearest Enquiry Centre, go to Step 2.

If you want to book an appointment at the Enquiry Centre for the customer or send the case to the National Payments Team, go to Step 4.

Step 2

Access Microsoft Excel on the toolbar

  • select 鈥楽EES鈥� from the options available
  • select 鈥榵mls forms鈥� from the options available
  • select the 鈥楴ational鈥� tab on the 鈥楩orm template鈥� menu
  • select 鈥楨nquiry Centre Appointment form鈥� once
  • select 鈥極K鈥�. You鈥檒l be taken to the 鈥楨nquiry Centre Location鈥� screen
  • enter the customer鈥檚 postcode to find the nearest Enquiry Centre for the customer
  • enter either the 鈥榯own/city鈥� or 鈥榗ounty/region鈥�
  • the nearest Enquiry Centre will be displayed
  • the Enquiry Centre opening hours will be displayed
  • go to Step 3.

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Step 3

If the message 鈥楻efer all Tax Credit requests to National Payments Team鈥� displays, the Enquiry Centre doesn鈥檛 have the facility to provide payment to the customer.

If the message 鈥楻efer all Tax Credit requests to National Payments Team鈥� doesn鈥檛 display, the Enquiry Centre has the facility to provide a payment, should that be necessary.

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Step 4

Access Microsoft Excel on the toolbar

  • select 鈥楽EES鈥� from the options available
  • select 鈥榵mls forms鈥� from the options available
  • select the 鈥楴ational鈥� tab on the 鈥楩orm template鈥� menu
  • select 鈥楨nquiry Centre Appointment form鈥� once
  • select 鈥極K鈥�. You鈥檒l be taken to the 鈥楨nquiry Centre Location鈥� screen
  • select your 鈥榯own/city鈥� or 鈥榗ounty/region鈥� from the options available

Note: If you need to refer the case to the National Payments Team, enter 鈥楩2F鈥� in the 鈥榯own or city鈥� field.

  • select 鈥極K鈥�. You will be taken to the 鈥楽elect Data Capture鈥� screen
  • select 鈥楴one of the above鈥�. You鈥檒l be taken to the 鈥楨nquiry Centre Appointments鈥� screen
  • enter a response for every question shown

Note: If you鈥檙e referring the case to the National Payments Team for a hardship payment, enter 鈥楬ardship Payment Request鈥� in the 鈥楴ature of Query/Reason for Referral鈥� field.

Note: The computer will display a prompt if you attempt to send the form without completing all the mandatory fields.

  • select 鈥楽end form鈥�.