Casework Skills Test Question 31 – Reconciling two addresses before issuing a decision
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Practice focus: Confidentiality, evidence checks and accurate correspondence
Difficulty: Easy
Scenario
A decision is ready to issue. The application gives the customer's former address. A recent email says they have moved and asks for correspondence to be sent to a new address. The system profile shows the new address, but the address-verification check has not been completed. The decision notice contains personal financial information. Guidance says sensitive correspondence must be sent only to a verified contact address.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Pause the notice, contact the customer through a verified channel, complete the address check, update the record and then issue the decision.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Send the notice to the former address because it is the last address that completed verification, and add a note that the customer requested a change.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Change the address using the details in the email and issue the notice immediately so the customer is not kept waiting.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Hold the notice and ask the customer to submit a fresh application containing the new address before any further action is taken.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Ineffective |
| Action C | Counterproductive |
| Action D | Fairly Effective |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
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