Casework Skills Test Question 7 – Following up returned correspondence after an address change
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Difficulty: Easy
Background
A decision letter was returned to the office. You are reviewing what has already happened and what remains outstanding.
Information provided
Returned mail process
Where post is returned, staff should confirm the customer’s address after security checks, update the case record and resend the letter once.
Call note
The customer called on 6 June, passed security and confirmed that they moved three weeks ago. The new address was recorded during the call.
System history
Address updated at 11:18am on 6 June.
Correspondence log
Original letter returned on 5 June. No replacement letter is recorded.
Classify the statements
For every statement, choose Definitely True, Probably True, Cannot Say, Probably False or Definitely False.
Statement 1
The customer’s new address was confirmed after security checks.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 2
The case has probably been closed because the original letter was returned.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 3
The customer told their former landlord about the move.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 4
A replacement decision letter has already been sent.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Click to reveal the answers
| Statement | Correct classification |
|---|---|
| Statement 1 | Definitely True |
| Statement 2 | Probably False |
| Statement 3 | Cannot Say |
| Statement 4 | Definitely False |
Members can unlock the evidence breakdown for all four statements, including why each classification fits and how to avoid unsupported assumptions.
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