Digital Discharge Service - Process Steps

1. Taking on a DDS case

1.1 If you click Next Assignment and the case ID is a DIS type then this is a DDS case.

1.1.1 If the system presents you with a case that you already have taken on (e.g. a case that you are waiting to despatch) then this means that there are no more new cases.

1.2 The case details screen (also known as the Capture LRS Details screen) shows the Title number, Application number, and category of the case.

1.2.1 It will automatically be categorised as an F1.

1.3 Once you have taken the case on CMS, move to LRS to check the status of the title.

1.4 An application will have been automatically created and released to Intake Settle to be taken on, so there should be at least 1 open application on the title.

1.4.1 If there is more than 1 pending application please see the appropriate section below for attaching/associating the applications/cases.

1.5 Take on the application in LRS at Intake Settle.

1.6 Since the application was automatically created, all of the deed details in LRS will be completed.

1.6.1 The fee for DDS is currently £60.

1.6.2 You may notice that the Creditor Code in the deed details is different to the lender designation in the deed. This creditor code has been agreed with the Lender and the Policy team so it should NOT be changed.

1.6.3 You may need to change the category from F1 to F2 or F3 depending on the circumstances and this is probably the only detail that you need to change on the workdesk.

2. Settling the DDS case

2.1 View the DDS deed within CMS on the Case Details screen. To do this click the "Deed" button below the application number or click the "Deed" link in the documents section on the right hand column.

2.1.1 The first time that you click this link, Chrome will block the pop-up.

2.1.2 If the deed does not appear, click the error box at the top right of the Chrome window and click "Always allow".

2.1.3 Then click the Deed link again and the deed will appear.

2.2 The DDS deed is automatically generated by the DDS service as described in the About DDS section and is highly unlikely to be invalid. Check the Rejected DDS section below if you think that the deed should be rejected.

2.3 In LRS, take on the application at Intake Settle and once you have established which security the deed is discharging then remove the relevant entry from the Securities section.

2.4 Perform all other 2012 checks - Ownership in A section, removal of notes in B and C sections.

2.4.1 The system should have made the application 2012 compliant but it is worth double checking.

2.5 You may find that the Applicant's Designation does not match the current B section. This may be because:

2.5.1 The applicant no longer owns the property so no update is required.

2.5.2 The title has not been updated since the applicant bought the property - in which case update the B section to match the DDS deed.

2.5.3 The applicant has granted a new standard security recently and has therefore signed a deed stating that they do not live at the subjects in which case do NOT update the B section to match the DDS deed

2.6 When all changes have been made confirm the application and send the application to Despatch Complete.

2.7 Immediately take on application at Despatch Complete and complete the application.

2.7.1 You do not need to wait until the next day to despatch.

2.8 Go back to the case in CMS and click the "Complete" option on the Case Details screen then click "Submit".

2.9 You will be taken to the "Action Completed" screen which shows the details of the resolved case.

2.10 Click "Next Assignment" to take on the next case.

2.10.1 This may or may not be another DDS case

3. Attaching cases

If there is more than 1 pending application on LRS, first establish what kind of case the other application is and the follow the relevant procedure below:

3.1 You have both the Lead case and the DDS case

If you also have the Lead case taken on, then:

3.1.1 On CMS, add a Case Collaboration Note to state that this is an attachment case and then click Post to submit the note.

3.1.2 While looking at the DDS case in CMS, click Add Case Association from the Actions Menu.

3.1.3 If the Lead case is a CMS Case then:

3.1.3.1 Select the Dealings case type from the association dropdown list.

3.1.3.2 Enter Lead CMS case number and click Lookup Case.

3.1.3.2.1 Get the Case Number by searching for the title in CMS then take a note of the LR Case ID.

3.1.4 If the Lead case is a non-CMS case then:

3.1.4.1 Select the Non-CMS case type from the association dropdown list.

3.1.4.2 Select DW as the "Recipient Team".

3.1.4.3 Add the Lead case LRS Application number.

3.1.5 View a summary of Lead case and click Submit.

3.1.6 You will be presented with a confirmation screen.

3.1.7 Click on the Capture LRS Application Details link on the right hand side to get back to the Case Details screen.

3.1.8 On the Case Details screen select F3.

3.1.9 Select the "processed by DDS team" destination.

3.1.10 Type in the application number of the other pending application.

3.1.11 In LRS, attach the 2 applications and settle as normal.

3.1.11.1 If the Lead case was only created today, do not despatch the LRS applications until you are advised to do so.

3.1.12 In CMS, open the DDS case and click Submit to complete the case.

3.1.13 If the Lead case is also a CMS case then follow all the remaining steps for the other CMS case.

3.2 CMS Standard DW

If the other application is another Standard DW CMS case then:

3.2.1 In the DDS case in CMS, add a Case Collaboration note to state that this is an attachment case and click Post to submit the note.

3.2.1.1 If someone else has the Lead case taken on then tag them in the note as this will send them an email to notify them of the attachment.

3.2.1.2 Ensure that you state that the LRS applications need to be attached and settled together.

3.2.1.3 Ensure that you state that nothing will need to be done by the other person for this DDS case on CMS.

3.2.2 While looking at the DDS case in CMS, click Add Case Association from the Actions Menu.

3.2.3 Select the Dealings case type from the association dropdown list.

3.2.4 Enter Lead CMS case number and click Lookup Case.

3.2.4.1 Get the Case Number by searching for the title in CMS then take a note of the LR Case ID.

3.2.5 View a summary of Lead CMS Case and click Submit.

3.2.6 You will be presented with a confirmation screen.

3.2.6.1 If the Lead case has already been taken on by another user then CMS will automatically create a case collaboration note and this will email the other user to notify them of the association.

3.2.7 Click on the Capture LRS Application Details link on the right hand side to get back to the case details screen.

3.2.8 On the case details screen, select F3.

3.2.9 Select "processed by other team" destination.

3.2.10 Then in the "Recipient Team" dropdown list, select "Other Dealings".

3.2.11 Type in the application number of the other pending LRS application.

3.2.12 In LRS, take on the DDS application at Intake Settle and change the category to F3.

3.2.13 Release the application to either Intake Settle or Legal Settle depending on where the Lead LRS application is located.

3.2.14 In CMS, click Submit to complete the DDS case.

3.2.15 The case will now be assigned the "F3Pending" status and TLs will be able to track this through the "F3-Attached" workbasket.

3.2.16 Your involvement in this case is complete.

3.3 CAT B/Complex Dealings

If the other application is a Non-CMS CAT B, then follow the instructions for the Non-CMS Standard DW cases.

If the other application is a CMS CAT B, then:

3.3.1 In the DDS case in CMS, add a Case Collaboration note to state that this is an attachment case and click Post to submit the note.

3.3.1.1 Ensure that you state that the LRS applications need to be attached and settled together.

3.3.1.2 Ensure that you state that nothing will need to be done by the other person for this DDS case on CMS.

3.3.2 While looking at the DDS case in CMS, click Add Case Association from the Actions Menu.

3.3.3 Select the DW case type from the association dropdown list.

3.3.4 Enter Lead CMS case number and click Lookup Case.

3.3.4.1 Get the Case Number by searching for the title in CMS then take a note of the LR Case ID.

3.3.5 View a summary of Lead CMS Case and click Submit.

3.3.6 You will be presented with a confirmation screen.

3.3.6.1 If the Lead case has already been taken on by another user then CMS will automatically create a case collaboration note and this will email the other user to notify them of the association.

3.3.7 Click on the Capture LRS Application Details link on the right hand side to get back to the Case Details screen.

3.3.8 Select F3.

3.3.9 Select "processed by other team" destination.

3.3.10 Then in the "Recipient Team" dropdown list, select "CAT B team".

3.3.11 Type in the application number of the other pending application.

3.3.12 In LRS, take on the DDS application at Intake Settle and change the category to F3 then release to Intake Settle.

3.3.13 In CMS, click Submit to complete the DDS case.

3.3.14 The case will now be assigned the "F3-Pending" status and TLs will be able to track this through the "F3-Attached" workbasket.

3.3.15 Your involvement in this case is complete.

3.4 FR

If the other application is a Non-CMS FR, then follow the instructions for the Non-CMS Standard DW cases.

If the other application is a CMS FR case, then:

3.4.1 In the DDS case in CMS, add a Case Collaboration note to state that this is an attachment case and click Post to submit the note.

3.4.1.1 Ensure that you state that the LRS applications need to be attached and settled together.

3.4.1.2 Ensure that you state that nothing will need to be done by the other person for this DDS case on CMS.

3.4.2 While looking at the DDS case in CMS, click Add Case Association from the Actions Menu.

3.4.3 Select the FR case type from the association dropdown list.

3.4.4 Enter Lead CMS case number and click Lookup Case.

3.4.4.1 Get the Case Number by toggling to the Read Only FR CMS and searching for the title.

3.4.5 View a summary of Lead CMS case and click Submit.

3.4.6 You will be presented with a confirmation screen.

3.4.6.1 If the Lead case has already been taken on by another user then CMS will automatically create a case collaboration note and this will email the other user to notify them of the association.

3.4.6 Click on the Capture LRS Application Details link on the right hand side to get back to the Case Details screen.

3.4.7 Select F3.

3.4.8 Select the "processed by other team" destination.

3.4.9 Then in the "Recipient Team" dropdown list, select "FR team".

3.4.10 Type in the application number of the other pending application (or the Lead case if there are multiple applications pending).

3.4.11 In LRS, take on the DDS application at Intake Settle and change the category to F3.

3.4.12 In CMS, click Submit to complete the DDS case.

3.4.13 The case will now be assigned the "F3Pending" status and TLs will be able to track this through the "F3-Attached" workbasket.

3.4.14 Your involvement in this case is complete.

3.5 TP

If the other application is a TP case, then:

3.5.1 In the DDS case in CMS, add a Case Collaboration note to state that this is an attachment case and click Post to submit the note.

3.5.1.1 Ensure that you state that the LRS applications need to be attached and settled together.

3.5.1.2 Ensure that you state that nothing will need to be done by the other person for this DDS case on CMS.

3.5.2 While looking at the DDS case in CMS, click Add Case Association from the Actions Menu.

3.5.3 Select the Non-CMS case type from the association dropdown list.

3.5.4 Select TP as the "Recipient Team".

3.5.5 Add the LRS Application number.

3.5.6 View a summary of Lead application details and click Submit.

3.5.7 You will be presented with a confirmation screen.

3.5.8 Click on the Capture LRS Application Details link on the right hand side to get back to the Case Details screen.

3.5.9 Select F3.

3.5.10 Select the "processed by other team" destination.

3.5.11 Then in the "Recipient Team" dropdown list, select "TP team".

3.5.12 Type in the Lead LRS application number.

3.5.13 In LRS, take on the DDS application at Intake Settle and change the category to F3

3.5.14 In CMS, click Submit to complete the DDS case.

3.5.15 The case will now be assigned the "F3Pending" status and TLs will be able to track this through the "F3-Attached" workbasket.

3.5.16 Your involvement in this case is complete.

3.6 Non-CMS Standard DW

If the other application is a Standard DW Non-CMS case, then:

3.6.1 In the DDS case in CMS, add a Case Collaboration note to state that this is an attachment case then click Post to submit the note.

3.6.1.1 Ensure that you state that the LRS applications need to be attached and settled together.

3.6.1.2 Ensure that you state that nothing will need to be done by the other person for this case on CMS.

3.6.2 While looking at the DDS case in CMS, click Add Case Association from the Actions Menu.

3.6.3 Select the Non-CMS case type from the association dropdown list.

3.6.4 Select the appropriate option (TP/FR/DW) as the "Recipient Team".

3.6.5 Add the LRS Application number.

3.6.6 View a summary of Lead application details and click Submit.

3.6.7 You will be presented with a confirmation screen.

3.6.8 Click on the Capture LRS Application Details link on the right hand side to get back to the Case Details screen.

3.6.9 Select F3.

3.6.10 Select the "processed by other team" destination.

3.6.11 Then in the "Recipient Team" dropdown list, select the appropriate option.

3.6.12 Type in the Lead LRS application number.

3.6.13 In LRS, take on the DDS application at Intake Settle and change the category to F3.

3.6.14 Release the application to Legal Settle.

3.6.15 In CMS, click Submit to complete the DDS case.

3.6.16 The case will now be assigned the "F3Pending" status and TLs will be able to track this through the "F3-Attached" workbasket.

3.6.17 Your involvement in this case is complete.

3.7 DDS not completed with Lead Application

In some cases the Lead application is completed without attaching the DDS application and you will need to make sure that the title is as up to date as possible before settling the case.

If you take on the DDS case after the Lead case has been completed:

3.7.1 Open the DDS case in CMS and view the deed.

3.7.2 In LRS take on the application at Intake Settle and re-import the B and C sections to ensure the most recent information is displayed.

3.7.2 You may find that the Applicant's Designation in the deed does not match the B section. This may be because:

3.7.2.1 The applicant no longer owns the property so no update is required.

3.7.2.2 The title has not been updated since the applicant bought the property - in which case update the B section to match the DDS deed.

3.7.2.3 The applicant has granted a new standard security recently and has therefore signed a deed stating that they do not live at the subjects in which case do NOT update the B section to match the DDS deed.

3.7.3 Remove the security relevant to the DDS application.

3.7.4 Perform all other 2012 checks - Ownership in A section, removal of notes in B and C sections.

3.7.4.1 The system should have made the application 2012 compliant but it is worth double checking.

3.7.5 Confirm application and send to Despatch Complete.

3.7.6 Take on application at Despatch Complete and complete the case.

3.7.7 In the DDS case in CMS keep the category as F1 and click Completed.

3.7.8 Add a Case Collaboration note stating that the previous application was completed without attaching and that sections required to be re-imported.

3.7.9 Click Post to save the note.

3.7.10 Click Submit to complete the case.

Sometimes the person settling the Lead case will forget to attach the DDS LRS application even if the DDS CMS case has been associated. In these situations there will be nothing to do in CMS for the DDS. Only the DDS LRS application will need to be dealt with as outlined above. Since the CMS case has been completed already, you will not receive cases like this via Next Assignment but your TL may assign cases to you.

3.8 Reopened Cases

As DDS applications are completed on the same day, it is possible for them to be re-opened. This will happen when another LRS application is created on the same day as the DDS application and after it is completed.

CMS will NOT notify you or your TL when an LRS application reopens. It will also NOT re-open the case on CMS so there is nothing to be done on CMS for these cases.

If a DDS application re-opens when you create or take on an application:

3.8.1 Search for the DDS case on CMS and view the deed.

3.8.2 Take on the DDS LRS application at Legal Settle.

3.8.3 It will be at DFc status so click Unconfirm.

3.8.4 If the re-opened DDS case is an automated case then change the category to F3.

3.8.4.1 It may not have had a category assigned and LRS will display a warning when you try to complete the applications if this is not done.

3.8.5 Attach the LRS applications and settle as normal.

4. Rejecting cases

There are 2 common reasons for rejecting DDS cases - Duplicate Submission and Mismatch of borrowers to applicants on deed.

To reject the case then:

4.1 Refer the case as per the Referral process below to get confirmation that the case should be rejected.

4.2 Once authorised to reject, follow the old paper-based Post-Intake Rejection process.

4.2.1 Edit the rejection letter template from the LRS application to show the full rejection details.

4.2.2 Cancel the LRS application.

4.2.3 Notify Finance of the UID to be cancelled.

4.2.3.1 If the case is more than 2 days old then contact your TL to arrange a refund.

4.3 When the LRS application has been cancelled then open your case on CMS and click Rejected.

4.4 Enter the rejection reason into the textbox and then click Submit.

4.4.1 The CMS case is now Resolved/Completed.

5. Referring cases

In rare situations the DDS application will need to be referred to a Referral Officer before being processed. For example, there may a next application note that requires attention. However since you cannot use the standard referral process for DDS, you will need to contact a member of the referral team directly.

When you have a designated referral officer:

5.1 Type a case collaboration note to explain why you are referring the case and tag the appropriate person.

5.2 Use the Transfer action to transfer the case to that person.

5.2.1 This will remove the case from your My Assignments.

5.3 The referral officer will add to the case collaboration with advice on how to process the case and will transfer it back to you.

5.4 Process the case as per the referral officer's advice.