If you do not receive a response to a Route 2 communication, even where no there are no changes to report, you must make further contact attempts until the minimum contact criteria has been met.1
You will need to check that any response you receive includes all the information you require to fully process the response. For example, do you have enough information to start the ITR or review process?
You only need to have received a response from one individual to be satisfied that you have received a response for that property.
Where you receive a response which confirms that all the information you hold for a property is complete and accurate, once you have processed the response, you can close Route 2 for that property.
Managing incomplete or conflicting responses
Where you receive a response that indicates that a change may have occurred at the property, you will need to check that the response includes all the information you require to fully process it. You can make additional enquiries if the response does not include enough information to close Route 2. For example, if you have been provided with the full name of a potential new elector, but not their nationality, you could make additional enquiries before sending them an ITR.
If as a result of making additional enquiries you are able to get the information needed to provide a successful response, you can close Route 2 and continue with the ITR or review process as appropriate for the property.
If you receive conflicting information from a property you will need to decide what action to take. For example, if you receive a response from one elector confirming that all the information is correct and accurate and you receive a response from another indicating that someone needs to be removed from the register at the property, you will need to make further enquiries to confirm the details of the property.
However, if you have received information to suggest a change may have occurred at a property, but are unable to obtain the information that is needed to provide a successful response through the minimum Route 2 contact attempts, you should continue to make further contact attempts to obtain the missing information required to provide a successful response.
Managing changes to a property
Where you receive a response to a Route 2 communication that indicates that a change may have occurred at the property, you will need to check that the response includes all the information you require to fully process it and you should then then take action to process the information in the response as necessary.