Referrals

Rejection Referral

If you think that the application should be rejected then refer to the Standard Referral workbasket as a Rejection Referral.

• Do not answer the "I can complete registration" question.
• Select the Refer Action from the Actions menu.
• Select the Standard Referral workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• If there are multiple LRS applications in the case and there is one in particular that you think the referral officer should focus on, then you have the option to specify an application number.
  • Click the 'Add Referred Application' link and type the application number in the box that appears.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Rejection Referral from the Referral Type dropdown list.
• Type the reason that you think this case is a rejection into the Referral Note box.
  • If this referral is related to a Representment case, make sure you include the Case ID of the previous case in the referral note as the referral officers will not have access to this screen.
• There is also an option to add a related document at this stage if it is necessary.
  • Click the 'Attach new referral document' link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• If there is an LRS application, make it a Cat A and leave it at Intake Settle.
  • There is no need to AtLocate the application.
• When the referral officer has dealt with your request then it will reappear in your My Assignments at Review Response status.
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab. 
• Continue processing the case, following the referral officer's guidance. 

Intake Referral

If you are unsure about how to process a case but it is NOT a rejection (e.g. a query about a Pro Indiviso split or about indexing Trustees) then refer to the Standard Referral workbasket as an Intake Referral.

• Do not answer the "I can complete registration" question.
• Select the Refer Action from the Actions menu.
• Select the Standard Referral workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• If there are multiple LRS applications in the case and there is one in particular that you think the referral officer should focus on, then you have the option to specify an application number.
  • Click the 'Add Referred Application' link and type the application number in the box that appears.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Intake Referral from the Referral Type dropdown list.
• Type the reason that you are referring the case into the Referral Note box.
  • If this referral is related to a Representment case, make sure you include the Case ID of the previous case in the referral note as the referral officers will not have access to this screen.
• There is also an option to add a related document at this stage if it is necessary.
  • Click the 'Attach new referral document' link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• If there is an LRS application, make it a Cat A and leave it at Intake Settle.
  • There is no need to AtLocate the application.
• When the referral officer has dealt with your request then it will reappear in your My Assignments at Review Response status. 
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Continue processing the case, following the referral officer's guidance.

If you have a standard Cat A case that is to be attached to a pending TP but are unsure how to proceed (e.g. category type/title number/release location) then follow the Intake Referral procedure for clarification/reassurance.

Legal Referral

If there is a Long Lease or Indemnity note to be converted or other similar query then refer to the Standard Referral workbasket as a Legal Referral.

• Answer Yes to the "I can complete registration" question.
• Settle the LRS application as far as is possible but do NOT confirm the application.
• Select the Refer Action from the Actions menu.
• Select the Standard Referral workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• If there are multiple LRS applications in the case and there is one that you think the referral officer should focus on, then you have the option to specify an application number.
  • Click the Add Referred Application link and type the application number in the box that appears.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Legal Referral in the Referral Type box.
• Type the reason that you are referring the case into the Referral Note box.
• There is also an option to add a related document at this stage if it is necessary.
  • Click the Attach new referral document link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• In LRS, change the category to X3 and then refer the application to Legal Settle.
  • There is no need to AtLocate the application.
• When the referral officer has dealt with your request then it will reappear in your My Assignments at Review Response status. 
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Complete the process of settling and despatching the case as normal.

Complex Dealing (Cat B) Referral

If it is a Deed of Restriction type, transfer directly to the DoC/DoR Intake workbasket. Do NOT intake the case (even if it is a cheque payment).
If it is a Deed of Conditions type, transfer directly to the Plans DoC Vet workbasket. Do NOT intake the case (even if it is a cheque payment).
If you have a case that you are sure contains Complex Dealings (Cat B type) deeds but are not sure how to proceed then refer the case to the Complex Referral workbasket.

• Do not answer the "I can complete registration" question.
• Select the Refer Action from the Actions menu.
• Select the Complex Referral workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• If there are multiple LRS applications in the case and there is one that you think the referral officer should focus on, then you have the option to specify an application number.
  • Click the Add Referred Application link and type in the application number.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Intake Referral in the Referral Type box.
• Type the reason that you are referring the case into the Referral Note box.
  • If this referral is related to a Representment case, make sure you include the Case ID of the previous case in the referral note as the referral officers will not have access to this screen.
• There is also an option to add a related document at this stage if it is necessary.
  • Click the Attach new referral document link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• When the Complex Referral officer has dealt with your request, 
  • It will reappear in your My Assignments at Review Response status.
  • Or you will receive an email notifying you that they are taking over the case.
    • This will be the end of your involvement in the case.
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Complete the actions requested by the referral officer.
• If it is now a Complex Deed type in LRS, CMS will automatically move this case to the appropriate workbasket.
  • This will remove the case from your My Assignments.
• If it is still a Standard Deed type in LRS but one that will be processed by the Complex Dealings team (e.g. burdens on a standard security) then follow the instructions below to move it to the Complex Settle workbasket.
• In LRS, change the category to B, update the workdesk as necessary and release the application to Intake Settle.

If you have a case that you are sure is a Cat B/Complex Dealing and you do not have any queries then select No for the "I can complete the registration" question.

• Select the relevant option in the Complexity dropdown list. The Complexity is the CMS workbasket that is the destination for the case.
• Select the relevant option in the Category dropdown list. The Category is the LRS category of the applications in this case.
• Enter the reason that you cannot complete the registration into the Reason text box.
  • A note will appear below this box - "This will increase the complexity of the case to Complex. Before increasing complexity, please discuss with your colleagues in person or through case collaboration".
• When you are ready, click Submit.
  • The case will move on to the Settle registration review screen.
• Take on the LRS application, change the category to the relevant category, update the workdesk details as needed and then release the application to the appropriate location.
• On the review screen, check that the options you selected are correct and click the 'I confirm the above' tickbox.
  • If the options are not correct, click Back and make the relevant changes.
• Click Submit. 
  
  • CMS will check that the category of the LRS application matches the category selected in the CMS case. 
    • If there is a mismatch, a warning message will show. Make the necessary changes so that the categories match and then click Submit again.
  • The case will now be automatically be routed to the workbasket that you have selected and will take it away from your My Assignments.

If you have a complex Cat B case that is to be attached to a pending TP but are unsure how to proceed (e.g. category type/title number/release location) then follow the Complex Referral procedure for clarification/reassurance.

Plans Referral

If the address of the subjects has changed or the agent has made it clear that they require a change in the A section then you will need to refer the case to the Standard Plans workbasket. 

• Answer Yes to the "I can complete registration" question.
• Settle the LRS application as far as possible but do NOT confirm the application.
• Select the Refer Action from the Actions menu.
• Select the Standard Plans workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• If there are multiple LRS applications in the case and there is one that you think the referral officer should focus on, then you have the option to specify an application number.
  • Click the Add Referred Application link and type in the application number.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Plans Referral in the Referral Type box.
• Type the reason that you are referring the case into the Referral Note box.
• There is also an option to add a related document at this stage if it is necessary.
  • Click the Attach new referral document link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• In LRS, change the category to Cat A and refer the application to Plans Settle.
  • There is no need to AtLocate the application.
• When the plans officer has dealt with your request then it will reappear in your My Assignments at Review Response status. 
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Complete the process of settling and despatching the case as normal.

ROI hits

Sometimes during the ROI search you will notice a listing and this will need to be referred to the Standard Referral workbasket before proceeding with settling the LRS application.

• Answer Yes to the "I can complete registration" question.
• Settle the LRS application as far as is possible but do NOT confirm the application.
• Select the Refer Action from the Actions menu.
• Select the Standard Referral workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• If there are multiple LRS applications in the case and there is one that you think the referral officer should focus on, then you have the option to specify an application number.
  • Click the Add Referred Application link and type the application number in the box that appears.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Legal Referral in the Referral Type box.
• Type the reason that you are referring the case into the Referral Note box.
• Save an electronic copy of the ROI report from the ROI Search and attach it to the CMS case as a new referral document.
  • Click the Attach new referral document link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• In LRS, change the category to X3 and refer the application to Legal Settle.
• When the referral officer has dealt with your request then it will reappear in your My Assignments at Review Response status. 
• Click on the case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Continue processing the case, following the referral officer's guidance.
• Put the Case into Standover if required.
  • In LRS, release the application to Standover 42.
  • In CMS, select Pend from the Actions menu.
  • Select ROI and CMS will automatically select a date 42 days from the date of receipt.
  • If you require a different date, select other date from the picklist.
  • Click Submit.
  • The case will stay in your My Assignments with the status of Suspended until the standover period is over.
• When the standover period is over or the agent has contacted you, redo the ROI search and refer the case again to the Referral Officer who took the original referral as a Legal Referral. 
  • This will remove the case from your My Assignments.
• When the referral officer has dealt with your request then it will reappear in your My Assignments at Review Response status. 
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Complete the process of settling and despatching the case as normal.

FAS8888 ("Personal Presentment") Referral

If the application has been presented by an Individual as a FAS8888 (Personal Presentment) then refer to the Standard Referral workbasket as an Intake Referral.

• Do NOT create an LRS application until you are told to do so.
• Select the Refer Action from the Actions menu.
• Select the Standard Referral workbasket from the dropdown list.
  • The workbaskets that appear in the dropdown list are based on the product type of the case. If you do not see the relevant workbasket, check the product type in the information tab.
  • Use the Change product type action in the actions menu to change it if necessary.
• Select Intake Referral from the Referral Type dropdown list.
• Type the reason that you are referring the case into the Referral Note box.
  • If this referral is related to a Representment case, make sure you include the Case ID of the previous case in the referral note as the referral officers will not have access to this screen.
• There is also an option to add a related document at this stage if it is necessary.
  • Click the 'Attach new referral document' link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• When the referral officer has dealt with your request then it will reappear in your My Assignments at Review Response status.
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Continue processing the case, following the referral officer's guidance.

If the referral officer tells you to create the case then once you've done that refer to the Legal Services Referral workbasket as an Intake Referral.

• Create the LRS application(s) as Cat A and leave at Intake Settle.
  
  • There is no need to AtLocate the application.
• Enter the LRS details into CMS on the Capture Application details screen.
• Click as a Standalone case on the grouping intake screen.
  
  • Do not allow the case to group to any existing cases.
• Click Submit to create the LR case.
• Do not answer the "I can complete registration" question.
• Select the Refer Action from the Actions menu.
• Select the Legal Services Referral workbasket from the dropdown list.
• If there are multiple LRS applications in the case and there is one in particular that you think the referral officer should focus on, then you have the option to specify an application number.
  
  • Click the 'Add Referred Application' link and type the application number in the box that appears.
  • If you change your mind, click the black X beside the application number box to remove this from your referral.
• Select Intake Referral from the Referral Type dropdown list.
• Type the reason that you are referring the case into the Referral Note box.
  
  • If this referral is related to a Representment case, make sure you include the Case ID of the previous case in the referral note as the referral officers will not have access to this screen.
• There is also an option to add a related document at this stage if it is necessary.
  
  • Click the 'Attach new referral document' link then select the file that you want to attach.
  • Click Submit and this will add the document to the Supporting Documents.
• Click Submit.
• When the Legal Services officer has dealt with your request then it will reappear in your My Assignments at Review Response status.
• Click on the Case ID to view the Review Response screen.
• Click Submit to complete the referral process.
• All of the notes from the referral will now be stored in the Case Notes tab.
• Continue processing the case, following the Legal Services officer's guidance.

Pending Referrals list

There is now a list of all the cases that you have referred which can be accessed from the Pending Referrals list on the left-hand side below My Assignments.

• This will show details of each referred case, the date it was referred and its current location.
• When the referral is completed, the case will no longer appear in the Pending Referrals list.

Prioritisation of referred cases

Within each workbasket there will be prioritisation so cases will be assigned to referral officers when they click Next Assignment in the following order:

1. Rejection Referral with INT case and Intake Referral with INT case (in date order - oldest first)
2. Rejection Referral with LR case
3. Intake Referral with LR case
4. Legal Referral

Video guides

How to refer a case

How a referral officer responds to a referral