Asked by: Lisa Smart (Liberal Democrat - Hazel Grove)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to improve training for Child Maintenance Service call handlers on (a) vulnerable people and (b) victims of domestic abuse.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department for Work and Pensions and the Child Maintenance Service (CMS) take the support of vulnerable customers, including victims and survivors of domestic abuse, extremely seriously.
All CMS Caseworkers receive comprehensive technical training, including specific modules on identifying and supporting vulnerable customers and victims and survivors of domestic abuse. This Domestic Abuse training is kept up to date through mandatory two year refresher training to ensure colleagues maintain the requisite skills and knowledge.
For the most complex domestic abuse cases, CMS uses a specialist team, which provides tailored support and reduces the need for victims and survivors to repeatedly recount their experiences.
All Caseworkers can access the Every Call Matters Hub, which provides access to supporting products and call standards to support confidence and quality when speaking with customers.
CMS aim to handle calls in a sensitive manner and ensure all customers get the help and support they need to use the service safely. This may include signposting to support organisations or reporting to the police where this may be necessary.
Further work is ongoing to strengthen quality assurance processes, including call listening, to ensure that vulnerable customers and victims and survivors of domestic abuse consistently receive the appropriate level of service. Insight from quality assurance outcomes is used to support ongoing training and learning.
Asked by: Al Pinkerton (Liberal Democrat - Surrey Heath)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure (a) transparency and (b) accountability in the administration of child maintenance services.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department is committed to ensuring transparency and accountability in the administration of the Child Maintenance Service (CMS).
The Child Maintenance Decision Makers’ Guide is published on GOV.UK and provides transparency around CMS policy and guidance for both caseworkers and customers. This guidance is used alongside the Child Support Act 1991 and associated regulations, ensuring that all decisions comply with DWP policy and statutory requirements.
In addition, CMS issues operational instructions that support caseworkers in their day-to-day decision-making and promote the consistent and uniform application of rules.
The Department also publishes quarterly CMS statistics, with the most recent release covering data up to December 2025. These are supported by detailed breakdowns on Stat‑Xplore and a suite of tables within the national statistics.
Accountability is strengthened through independent external audits through National Audit Office and Government Internal Audit Agency.
External Audit reports are prepared every year and are included in the annual accounts: CMS Client Funds Accounts, providing assurance over the management of funds and enabling parliamentary and public scrutiny. For the year 25/26, going forward, Client Funds Accounts will be removed, and reporting of CMS funds will be included in the DWP Annual Report and Accounts.
Asked by: Tom Morrison (Liberal Democrat - Cheadle)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether he has made a recent assessment of the potential merits of removing the 4% collection fees for receiving parents using the child maintenance service.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Following a public consultation on wider reforms to consolidate the Child Maintenance Service (CMS) into a single service type where the CMS collects and transfers payments, the Government published its response setting out plans to reform the CMS. This includes plans to reduce fees to 2% for both receiving parents and compliant paying parents, maintaining the 20% rate for non-compliant paying parents on top of their calculated maintenance amount.
The reformed service is expected to improve CMS’s ability to re-establish compliance more efficiently when payments break down. Retaining fees at this substantially reduced level will balance the interests of customers with the need to offset the cost of the service and provide the investment needed to make the reforms, reducing the burden on the taxpayer.
Our intention is to implement these changes as soon as parliamentary time allows.
Asked by: Al Pinkerton (Liberal Democrat - Surrey Heath)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what recent assessment he has made of the accuracy of the payment calculation approach used by the Child Maintenance Service.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department of Work and Pensions assures the accuracy of Child Maintenance payment calculations. As part of its Quality Framework, the measurement carried out by the Department is then independently assured by the National Audit Office.
Information on calculation accuracy is published annually in the Child Maintenance Service Client Funds Accounts, which show that since 2020 the CMS has consistently achieved an assessment accuracy rate exceeding the benchmark of 99%.
Around 90 per cent of Child Maintenance calculations are based on verified HMRC earnings data and DWP benefit records, reducing the risk of income mis‑declaration, supporting timely and reliable assessments. Calculations use the most recent HMRC tax year available, are automatically reviewed annually, and may be reassessed at any time where income changes by 25 per cent or more. Statutory rates reflect income, number of children and shared care arrangements, with a flat rate protecting those on the lowest incomes.
The Department regularly review the calculation methodology to ensure it remains fair, accurate and supports compliance.
Asked by: Tom Morrison (Liberal Democrat - Cheadle)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is currently taking to improve the training of staff and quality of service for users 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 improving customer experience and are taking significant steps to enhance service quality for customers.
All CMS caseworkers receive extensive technical and soft skills training to ensure they are fully equipped to meet the needs of customers. We are investing in developing, reviewing, and improving new entrant and caseworker training materials and delivery across CMS in order to ensure greater consistency in customer interactions. Our transformed caseworker Smart Instructions ensure guidance is clearer, easier to follow, and more consistent, enabling caseworkers to access up to date instructions more quickly and reliably during customer interactions.
CMS proactively use quality assurance checks, call listening, customer insight from complaints and feedback to identify where caseworkers may need additional coaching or support to deliver a consistent and confident telephony service.
Through our Service Modernisation Programme, we are expanding digital channels and self-service options providing greater choice and flexibility and a faster and more responsive service to our customers. We have enhanced customer communications by increasing the use of SMS text and email and simplifying letters to make them clearer and easier to understand. Our online service My Child Maintenance Case (MCMC), allows parents to access advice and manage their case 24 hours a day, seven days a week.
Asked by: Tom Morrison (Liberal Democrat - Cheadle)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to help ensure that the child maintenance service a) minimises and mitigates administrative or otherwise errors and b) that parents using the child maintenance service are not incorrectly moved onto a non-enforced payment method despite a history of missed payments.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) has a range of controls in place to minimise administrative and other errors.
CMS uses verified income information from HM Revenue and Customs and other government systems and applies statutory calculation rules in assessing maintenance liabilities. Caseworkers are supported by detailed operational instructions, the Child Maintenance Decision Makers’ Guide, and child maintenance legislation to ensure decisions are made accurately and consistently. Quality assurance activity is used to identify, mitigate, and address errors, including through case sampling, call listening, and management oversight.
Decisions on whether a case is managed under a non‑enforced or enforced payment method are based on an assessment of a paying parent’s payment history, likelihood of compliance in line with policy guidance and statutory regulations. Caseworkers are required to record decision making for changes in payment method, and these decisions are subject to team leader and quality assurance checks as part of the Department’s Quality Assurance Framework.
Parents are provided with written explanations of calculations and decisions and have access to mandatory reconsideration and independent appeal routes where they believe a decision is incorrect.
Asked by: Mary Kelly Foy (Labour - City of Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps the Child Maintenance Service is taking to rectify technical errors in its automated billing system that result in paying parents receiving multiple, conflicting requests for different payment amounts within a single billing cycle; and what compensation is available to parents who have overpaid or underpaid as a result of these errors.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) has not identified any errors in our accounting system. For each case CMS maintain a full record of what is owed, what has been paid, and any balances outstanding. It ensures any over- or under-payments are fully reconciled.
The CMS acknowledges receiving multiple letters may be confusing for a parent. CMS is legally required to issue written confirmation of every maintenance calculation generated, meaning where multiple changes occur in quick succession or when there is a change which impacts a previous calculation a letter must be issued. Each letter is dated and will include an accurate record of the changes made and an updated calculation. In addition, customers can check the position of their case at any time through their online My Child Maintenance Case (MCMC).
CMS is taking steps to improve communications with parents, including retiring outdated letters and updating current letters, with a view to making them more user friendly.
Financial redress is not automatic but may be considered where there is evidence of maladministration that has caused financial loss or significant distress.
Asked by: Al Pinkerton (Liberal Democrat - Surrey Heath)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether he will review the adequacy of safeguards to ensure the accuracy of arrears and appropriate court oversight in the enforcement of child maintenance liabilities.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) is committed to ensuring that parents meet their financial responsibilities in full and on time with payments calculated so they are reasonable and affordable for the paying parent.
When arrears are identified, parents are given a clear explanation of how the amount has been calculated. Where a parent believes the arrears to be incorrect, they have opportunity to dispute the decision and provide evidence within set timescales.
The CMS has a structured dispute resolution process, including Mandatory Reconsideration and the right of appeal to an independent tribunal, His Majesty’s Courts and Tribunal Service.
Where a dispute is raised, the case is reviewed before court‑based enforcement proceeds, as a Liability Order may only be granted where a magistrate is satisfied the debt is legally due and unpaid. This safeguards both parents and ensures enforcement is taken only on resolved debt.
The Department keeps these safeguards under regular review to ensure the accuracy of arrears and that enforcement action continues to be subject to appropriate judicial oversight.
Asked by: Damien Egan (Labour - Bristol North East)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to improve transparency in Child Maintenance Service decision‑making.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) is committed to making its decisions clear, accessible, and transparent.
Whenever a decision is made that affects a child maintenance calculation or payment arrangements, CMS issues notifications to customers explaining the outcome. Where the maintenance calculation changes, customers are provided with information setting out how the new calculation has been reached.
CMS is taking steps to improve communications with parents by simplifying content and retiring outdated letters. In addition, the online My Child Maintenance Case service enables parents to view their case details, track changes, check their current position and view digital copies of notifications at any time. CMS are continuing to develop this service to provide even more information to customers.
Asked by: Will Forster (Liberal Democrat - Woking)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average time is for the Child Maintenance Service to resolve complaints escalated beyond initial review.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department does not hold centrally collated information on the average time taken for the Child Maintenance Service (CMS) to resolve complaints escalated beyond initial review.
CMS follows the Department’s complaints service standard, aiming to resolve complaints, or provide a clear resolution plan, within 15 working days. For more complex cases, they keep complainants updated on progress and advise when a full response can be expected.
CMS continues to strengthen its complaints handling processes, drawing on insights from the Independent Case Examiner and operational feedback to support ongoing improvements and enhance the customer experience.