Parenting Payment (PP) automatic letters 007-04040010

Automatic letters for PP are issued to customers as a result of claim processing, a reassessment activity on a customer's record and to explain the customer's rights and responsibilities. They give details of the customer's PP entitlement and how it was calculated.

In some circumstances, an automatic letter will not be generated and a letter will need to be manually issued. These include cases where:

• an automatic letter cannot be generated due to the number of changes recorded or the type of activity (for example, cancelling a payment with a reason of 'Other')
• where an automatic letter is unavailable (for example, bereavements)

Obligations listed on the backs of letters are different depending on the type of payment the customer has claimed and the type of payment their partner receives.

PP customers will be sent automatic letters to advise them about their mutual obligation requirements. This includes letters advising details of an appointment to discuss their future mutual obligation requirements.

PP partnered customers will receive a letter around the time their youngest child is aged 5 years 9 months advising them of an appointment to discuss mutual obligation requirements and the need to apply for another income support payment when their child turns 6 years of age.

PP single customers will receive letters:

• around the time their youngest child is aged 5 years and 9 months advising them of details of an appointment to discuss their mutual obligation requirements when their child turns 6 years of age, and
• around the time their youngest child turns 13 years and 9 months of age advising them of an appointment to discuss the need to apply for another income support payment when their child turns 14 years of age

PP customers who have an exemption from their mutual obligation requirements will receive a letter before the exemption expires, advising them of an appointment to discuss their future mutual obligation requirements or extension of the exemption.

Letters created in the previous 28 days can be viewed and reissued from the History Summary (HS) screen. Older letters can be retrieved through the Advice History (AH) screen in the Customer Archive Retrieval (CAR) system in the Income security Integrated System (ISIS).

If an automatic letter is not generated and the customer needs to be advised of the change, a Manual Follow-up (MFU) activity will be created and prompt to issue a letter manually.