Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, if he will make an assessment of the potential merits of introducing an expedited pathway for Child Maintenance Service cases involving (a) safeguarding concerns, (b) homelessness risk or (c) significant financial hardship.

The Child Maintenance Service (CMS) is committed to ensuring that it delivers a safe service that is sensitive to the needs of all the parents that use it. We recognise that some parents may be vulnerable, particularly at a time of separation.

It is our priority to handle these cases in a sensitive manner and ensure vulnerable customers get the help and support they need to use the service safely.

The CMS already has processes in place to identify safeguarding concerns and is well prepared to respond quickly and effectively if it becomes aware that the safety of any of its customers are at risk. All caseworkers receive extensive training and follow a well-managed process with clear steps to support vulnerable customers.

The CMS recognises socio-economic factors such as deprivation, unmanageable debt, poor housing, and unemployment, CMS Caseworkers use a District Provision Toolkit (DPT) with clear steps to support vulnerable clients, including those at risk of homelessness. This toolkit is regularly reviewed.

Caseworkers also use the Affordability Hub for signposting and Advanced Customer Support (ACS) to support all customers who are vulnerable and deemed at risk from abuse, harm or neglect. These tools are available at any and every stage of the case journey, not just at applications.

DWP has recruited Advanced Customer Support Senior Leaders (ACSSLs), forming a nationwide network of support that provides clear escalation routes for cases. ACSSLs are instrumental in forming strong, far reaching, external relationships with a range of partner organisations and across DWP’s internal teams.

Internally, ACSSLs have a responsibility to raise any service design or delivery issues that are identified as potential causes of negative customer experience, escalating these to the appropriate teams.