Asked by: Joani Reid (Independent - East Kilbride and Strathaven)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment he has made of the effectiveness of the Child Maintenance Service.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) is committed to providing a modern and efficient service for all customers.
CMS continues to exceed key performance indicators, including application clearances, change of circumstances clearances, Collect and Pay compliance and assessment accuracy, demonstrating improved outcomes for customers.
Through the Service Modernisation Programme, CMS is expanding digital channels and self-service options, including online services like Get Help Arranging Child Maintenance and My Child Maintenance Case (MCMC) which are available 24/7. CMS has improved customer communications via SMS, email and providing improved and clearer letters. Increased use of online services ensures resources are available to support customers with addition and/or complex queries or needs with call routing improvements made to ensure faster access to caseworkers-owning teams.
In July 2025, CMS launched Customer Connect, an online service that allows caseworkers and customers to exchange information efficiently through the customer’s online account, reducing the need for phone contact. CMS is now developing plans to roll out Customer Connect across the full service and for all case types.
Asked by: Joani Reid (Independent - East Kilbride and Strathaven)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to reform the Child Maintenance Service system.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Government has announced reforms to strengthen the Child Maintenance Service (CMS), including its intention to remove Direct Pay and move to a single, enhanced Collect and Pay system. This will enable the CMS to monitor all payments, identify noncompliance more quickly, and take faster enforcement action. It is estimated that these changes could lift around 20,000 fewer children in poverty (on the relative low income after housing costs measure). These reforms will be implemented when Parliamentary time allows.
To improve arrears collection, the Government will also introduce administrative liability orders to replace the current court-based process, streamlining enforcement and reducing delays. Work with HM Courts and Tribunals Service and the Scottish Government is underway, with regulations to be brought forward as soon as possible.
In addition, the Government is reviewing the child maintenance calculation to ensure it remains fit for purpose. This includes updating the underlying research and considering how to ensure the calculation reflects current and future societal trends. Options for proposed reforms are currently being considered. Any changes made to the child maintenance calculation will be subject to extensive public consultation, and if made, will require amendments to legislation so would be subject to Parliamentary scrutiny.