Asked by: Callum Anderson (Labour - Buckingham and Bletchley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the potential impact of removing the Direct Pay option on levels of compliance with child maintenance payments among non-resident parents.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Reforms will introduce a single service where all payments will be monitored enabling the Child Maintenance Service (CMS) to identify missed, late, or partial payments in real time. This will enable swift enforcement action to restore compliance and increase the amount of money reaching children.
We expect the reforms will make hidden non-compliance within Direct Pay visible, enabling the CMS to intervene earlier to ensure children receive the financial support they are entitled to.
There is no evidence to suggest that cases currently working well under Direct Pay will cease to function. These families can move to a family-based arrangement or opt into Collect and Pay if they require the added security of enforcement.
Where compliance cannot be achieved, the CMS has a range of strong enforcement powers that are designed to get money flowing quickly, prevent the build-up of arrears and ensure children get the financial support they deserve.
Asked by: Zöe Franklin (Liberal Democrat - Guildford)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that timeframes imposed by the Child Maintenance Service are (a) proportionate and (b) matched by equivalent service standards within the Department.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
We have interpreted your question to refer to the timescales the Child Maintenance Service (CMS) uses in progressing cases.
The CMS inform customers of expected timeframes for actions to be completed when changes are reported or require progressing. Customers can use the Track Changes function on MCMC at any time to view the expected completion date of changes.
The timescales to progress cases varies depending on the type of case action being taken and information required to progress any change. When CMS require additional information to progress a case, the customer is advised of the timeframe for providing the information required.
The CMS has four official key performance indicators (KPIs) to ensure that the service acts on information and progresses cases in a timely manner once received from the customer. These KPIs include standard measures for 1) assessment accuracy, 2) application clearances, 3) change of circumstances clearances and 4) Collect and Pay compliance.
The CMS has exceeded the KPI indicators, demonstrating that it is meeting the standards set by the department. We are always working to modernise our service and how we communicate with our customers. We also work closely with the wider DWP colleagues to ensure measures and timescales are compared for consistency, where appropriate.
Asked by: Danny Chambers (Liberal Democrat - Winchester)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps she is taking to support victims of economic abuse when applying for monies that they are entitled to through the Child Maintenance Service.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) takes the issue of domestic abuse extremely seriously and recognises that domestic abuse can take many forms including physical, emotional, or financial abuse, violent or threatening behaviour and coercive control.
The CMS has procedures in place to ensure victims and survivors of domestic abuse can use its services safely. CMS caseworkers will also signpost, where needed, to suitable domestic abuse organisations, if domestic abuse is raised or suspected.
All CMS caseworkers have extensive training, equipping them to be able to comprehensively act on a range of scenarios. For our most challenging and complex case groups, caseworkers complete and receive regular refresher training on specific aspects of customer service situations such as domestic abuse, advanced customer support and supporting vulnerable customers.
Specialist Case Team is one of the measures CMS have introduced to manage cases with the most challenging or complex domestic abuse concerns. This has minimised the need for parents to recount their history of domestic abuse and caseworkers to deliver support to some of the most vulnerable customers.
For parents using the Direct Pay service, the CMS can act as an intermediary to facilitate the exchange of bank details to help ensure there is no unwanted contact between parents and can provide information on how to set up bank accounts with a centralised sort code, which reduces the risk of a parent’s location being traced.
The Government has announced plans to reform the Child Maintenance service, replacing the existing Direct Pay Service and moving to a service where the CMS collects and transfers all payments. This will remove any requirement for victims and survivors to provide evidence of domestic abuse, which we know can be difficult and traumatising. It will also remove any need for contact between parents and remove the need for receiving parents to report missed or late payments. The CMS will monitor all payments and take swift action as soon as payments break down.
Managing all CMS cases in one service will allow the CMS to tackle non-compliance faster, and better support victims and survivors of domestic abuse who use the CMS.
Asked by: Zöe Franklin (Liberal Democrat - Guildford)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the potential impact of Child Maintenance Service late payment fees being deducted from maintenance payments on receiving parents and children.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) does not charge late payment fees. It does charge fees to paying parents and receiving parents who are on the Collect and Pay service: twenty per cent on top of the maintenance liability for the paying parent and four per cent of the maintenance received for the receiving parent.
A case will only be moved to Collect and Pay if the paying parent agrees to Collect and Pay, or if they demonstrate an unwillingness to pay their maintenance liability. This is why paying parents are charged a higher fee (20 per cent) as they have more control on whether the case is put into Collect and Pay. The collection charge is only deducted when the maintenance is paid.
In July 2024 the government consulted on the proposal for wider reform to consolidate the CMS into a single service type where the CMS monitors and transfers payments. The consultation Improving the collection and transfer of payments, also proposed a new fee structure of just 2% for receiving parents, deducted from maintenance received; 2% for compliant paying parents, on top of maintenance owed; and 20% for non-compliant paying parents, on top of maintenance owed. The consultation received over 2,700 public responses, and engagement from stakeholder organisations across the UK in addition to commissioning research to help quantify the impact of the reforms.
The Government published its response to the consultation on the 23 June setting out its intention to proceed with reform of the system. More information can be found at Government response: Child Maintenance: Improving the collection and transfer of payments - GOV.UK
Asked by: Zöe Franklin (Liberal Democrat - Guildford)
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 the (a) responsiveness and (b) accountability of the Child Maintenance Service when people request clarification of figures used in their assessments.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service are wholly committed to delivering the best possible service to all customers within our growing caseload.
To ensure calculations are accurate the department continues to build on its already proportionate and cost-effective controls, such as:
In all instances where a new calculation is made both parents will receive a written breakdown of the figures used in the calculation which also includes advice on where to learn more about child maintenance calculations, how to contact the Child Maintenance Service and how to raise a dispute if they disagree with the calculation.
Asked by: Zöe Franklin (Liberal Democrat - Guildford)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment his Department has made of the adequacy of the (a) accuracy and (b) transparency of Special Expenses calculations by the Child Maintenance Service for (i) flights, (ii) fuel and (iii) other high-cost contact travel.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department for Work and Pensions and Child Maintenance Service rigorously monitors accuracy as part of our service ambition to further reduce error and increase our accuracy levels. The National Audit Office set a target of monetary value errors under 1%. This standard is consistently met.
Since applications for special expense variations relate to the Paying Parents’ own expenditure, Paying Parents are expected to provide any information and evidence needed to support their application. Guidance for DWP decision makers on child maintenance, in relation to Variation decisions is available in the following link Volume 3 - Variations (Chapters 27-36).
Asked by: Zöe Franklin (Liberal Democrat - Guildford)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps the Child Maintenance Service takes to provide clear explanations and evidence when rejecting claims submitted by paying parents.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) trains caseworkers in making effective decisions, which includes explaining decisions effectively to customers and issuing letters containing information about the different factors considered and rules applied when making decisions. Caseworkers also adhere to a ‘contact hierarchy’ when assessing the most suitable form of communication, which gives them the discretion to consider other forms of contact if they deem appropriate.
CMS will investigate any claims received from Paying Parents and make decisions based on evidence provided or corroborated by other sources. If a decision is made to reject a claim, they will clearly explain in writing the reason for the decision, how to contact CMS to discuss it further, and the rights of dispute and appeal.
When a customer requests CMS to review a decision, known as a Mandatory Reconsideration, CMS will review any evidence held that informed the original decision, alongside any further evidence submitted by the deadline to inform the outcome of the Mandatory Reconsideration.
CMS issues a written Mandatory Reconsideration Notice to all customers involved in the case. The letter includes information on the type of decision reviewed, the date the original decision was made and the effective date, as well as the Mandatory Reconsideration outcome and reason for the decision.
Asked by: Zöe Franklin (Liberal Democrat - Guildford)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether the Child Maintenance Service is required to justify delays in its decision-making processes.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Child Maintenance customers can use the online service to track the progress of reported changes and view expected completion dates at any time without the need to call. They can also upload evidence and view any letters which have been sent to them. All calculation decisions made by the CMS can be appealed through the mandatory reconsideration process and beyond that, to the Independent Tribunal Service.
The CMS publishes timeliness data on some of the key decision-making processes such as determining applications, accounting for changes in circumstances and performing mandatory reconsiderations.
Decision making processes can vary in length depending upon complexity and whether both parties have a right to provide and/or contest evidence. Where customers are concerned that a decision has been delayed unreasonably, there is also a robust complaints process, which gives parents opportunities to seek redress when the CMS does not meet their expectations. When a client is dissatisfied, the CMS tries to resolve the issue as quickly as possible, without the need for a formal complaint. If the client remains dissatisfied, the Department for Work and Pensions Complaints Team looks at and responds to their complaint. After that, they can raise it with the Independent Case Examiner and finally with the Parliamentary and Health Service Ombudsman, through their Member of Parliament.
Asked by: Charlie Dewhirst (Conservative - Bridlington and The Wolds)
Question to the Department of Health and Social Care:
To ask the Secretary of State for Health and Social Care, what cross-Departmental research his Department has commissioned into the link between (a) debt, (b) benefit sanctions, (c) child maintenance arrears and (d) suicide risk; and what mental health interventions are in place for people in financial hardship.
Answered by Stephen Kinnock - Minister of State (Department of Health and Social Care)
We recognise the effect that financial pressures, such as debt collection practices, benefit sanctions, and child maintenance arrears, can have on some people’s mental health and their risk of developing suicidal thoughts.
The cross-Government, cross-sector suicide prevention strategy for England includes financial difficulty as a priority area for action and sets out work Government departments are doing to address this. For example, the Department for Work and Pensions has committed both to strengthening its guidance for staff to better support customers who disclose that they are experiencing suicidal thoughts, and mandating mental health awareness training for all frontline staff.
We have also worked with colleagues at HM Treasury and the Money and Pensions Service to promote the mental health Breathing Space scheme, which gives those with mental ill health facing financial difficulties space to receive debt advice, without pressure from creditors or mounting debts.
This is in addition to the mental health support available through general practitioners, NHS Talking Therapies, and NHS 111.
Asked by: Charlie Dewhirst (Conservative - Bridlington and The Wolds)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average response time is for CMS dispute appeals where a non-resident parent challenges the assessment on the basis of (a) false information and (b) undeclared shared care.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
Information specifically in relation to false information or undeclared share care is not available. Child Maintenance Service appeals, together with Jobseekers Allowance, Housing Benefit, Council Tax Relief and Employment and Support Allowance (with no medical element), are heard by a judge.
In the last quarter for which data is available, January to March 2025, the average time to clear Social Security and Child Support Tribunal appeals which were heard by a Judge only, was 33 weeks.
To reduce the time taken to resolve CMS disputes that have reached Appeal stage, the disputes service has taken the following actions: