Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what actions have been taken in response to recommendations made by the Independent Case Examiner in relation to Child Maintenance Service complaints in each of the last five years.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) have implemented measures in line with the Independent Case Examiner's recommendations in each of the last five years.
Actions include strengthening enforcement processes, improving complaint handling procedures, enhancing staff training, updating guidance, and reviewing policies to ensure fairer outcomes for parents and children. These actions demonstrate CMS commitment to learning from ICE recommendations and improving the experience of CMS customers.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what long term reforms to Child Maintenance Service digital services are being considered, including in relation to (a) online self service for parents, (b) real time information sharing with HMRC, and (c) data sharing with the courts.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) is committed to improving digital services and aligning with the Department’s aim to deliver modern, efficient, and responsive services to customers.
In June 2025, we published a response to our consultation outlining our intention to remove Direct Pay as a service type, to increase effective maintenance arrangements and help lift children out of poverty. This reform will be a main priority in our digital plans over the next few years, alongside modernising technology to be cloud-based, data-driven and scalable.
We continue to improve our digital services based on customer needs. Online services, including Get Help Arranging Child Maintenance and My Child Maintenance Case (MCMC), allow parents to access advice and manage their case 24/7. We have introduced online messaging for some processes and plan to expand this further.
We work closely with the courts on child maintenance matters, but there are no current plans to review data-sharing processes. Any future proposals would comply with data protection laws and ensure strong security.
Some aspects of our online services already use Real Time Information (RTI) from HM Revenue and Customs (HMRC). Gross income details for paying parents, including PAYE, are taken directly from HMRC for the latest tax year, allowing quick and accurate calculations. CMS also uses HMRC RTI to verify current income where it differs by 25% or more from the tax year figure. This threshold provides stability for both parents and avoids frequent recalculations for minor changes.
The Government is currently reviewing the child maintenance calculation to ensure it remains fit for purpose, including updating underlying research and considering how to reflect current and future societal trends.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps does the Child Maintenance Service have in place to calculate arrears for maintenance payments.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Government is dedicated to ensuring parents meet their responsibilities to provide their children with financial support.
The Child Maintenance Service (CMS) aims to provide fast, accurate and transparent assessments, based on the paying parent’s income, primarily their gross annual income provided by HM Revenue and Customs (HMRC). If there are no significant changes in circumstances occurring, the maintenance calculation remains in place for a year at which point the CMS calculates a new liability as part of the annual review service. However, the CMS do continue to deal with unexpected events and major changes in year, in circumstances such as a move into or out of employment, or only where income changes by at least 25% from the latest annual income information provided by HMRC. This helps to keep calculations up to date and reduces the need for changes in income to be reported during the year.
Where maintenance is due to be paid, the CMS issues all customers a payment plan which details what their expected child maintenance payments are. Where parents fail to pay their on-going maintenance as expected, any unpaid amounts are then considered as arrears. For parents who use the Direct Pay service, they are required to notify the CMS if payments have not been made to allow arrears balances to be updated.
The CMS take proactive actions to move Paying Parents who are not paying their child maintenance back into compliant behaviours as soon as a missed payment is identified. Where payments have defaulted, we use our enforcement powers fairly and quickly to get cases back into payment.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many Child Maintenance Service cases in the latest year involved a variation request relating to unearned income such as dividends, rental income, or bonuses: and in what proportion of those cases the variation was granted.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) does not hold centrally collated data specifically categorising variation requests by type of unearned income (e.g., dividends, rental income, bonuses).
The information requested is not therefore readily available and to provide it would incur disproportionate cost.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what modelling has the Department conducted on using real-time earnings data to enable immediate recalculation, including (a) real-time PAYE and (b) self-assessment data.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) is committed to improving digital services and aligning with the Department’s aim to deliver modern, efficient, and responsive services to customers.
In June 2025, we published a response to our consultation outlining our intention to remove Direct Pay as a service type, to increase effective maintenance arrangements and help lift children out of poverty. This reform will be a main priority in our digital plans over the next few years, alongside modernising technology to be cloud-based, data-driven and scalable.
We continue to improve our digital services based on customer needs. Online services, including Get Help Arranging Child Maintenance and My Child Maintenance Case (MCMC), allow parents to access advice and manage their case 24/7. We have introduced online messaging for some processes and plan to expand this further.
We work closely with the courts on child maintenance matters, but there are no current plans to review data-sharing processes. Any future proposals would comply with data protection laws and ensure strong security.
Some aspects of our online services already use Real Time Information (RTI) from HM Revenue and Customs (HMRC). Gross income details for paying parents, including PAYE, are taken directly from HMRC for the latest tax year, allowing quick and accurate calculations. CMS also uses HMRC RTI to verify current income where it differs by 25% or more from the tax year figure. This threshold provides stability for both parents and avoids frequent recalculations for minor changes.
The Government is currently reviewing the child maintenance calculation to ensure it remains fit for purpose, including updating underlying research and considering how to reflect current and future societal trends.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what guidance his Department gives to the Child Maintenance Service to verify income for self-employed parents and those operating via company structures; and what mechanisms are in place to improve accuracy.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
For self-employed paying parents, the gross income used in a maintenance calculation is provided by HM Revenue & Customs (HMRC) in the first instance. HMRC will provide details of the gross taxable profit of the paying parent's business, for the most recent complete tax year
People who are self-employed are required to keep accurate records of their business income and expenses for tax purposes. HMRC can charge penalties for inaccurate reporting where it results in tax being unpaid.
Where a paying parent is the Director of their limited liability company, they are legally an employee of that company and are treated the same as any other employee for child maintenance purposes.
If the receiving parent believes that the paying parent has additional income as a result of their employment status, for example, dividends they can apply for a variation to include this income in the maintenance calculation.
Cases involving complex income can be investigated by the Financial Investigation Unit (FIU). This is a specialist team which can request information from financial institutions to check the accuracy of information the CMS is given. The FIU uses its extensive investigative powers to ensure that families receive child maintenance appropriately and in accordance with the paying parent’s whole income.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether the Department plans to publish a child maintenance arrears reduction strategy for the next five years.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
This Government is committed to maximising the effectiveness of the Child Maintenance Service (CMS), which plays a vital role in ensuring that children receive the financial support to which they are entitled. Only 7 per cent of the total maintenance due since the CMS commenced operations in 2012 remains outstanding through the Collect and Pay service.
Significant reforms to the CMS have already been announced setting out our intention to move to a single service where all payments will be collected and transferred on behalf of parents. This reform will enable the CMS to address non-compliance more swiftly and provide enhanced support to victims and survivors of domestic abuse.
The CMS have a strong range of enforcement powers and continually review how these can be strengthened to improve the CMS’s ability to deploy enforcement measures more widely and select the most appropriate action in each case.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what measures are in place to ensure that constituency casework can be resolved efficiently, including integration of ministerial databases, improved online access, and prompt communication of case updates.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
While not specified in the question, we have linked your query to the Child Maintenance Service (CMS), as you have raised other questions today on this topic.
In 2020–21, DWP, introduced a single-tier complaints model to ensure that the process for raising complaints is simple and consistent for customers, including where contact is received from Members of Parliament on behalf of constituents. This model returned complaints handling back to specialist teams within service delivery, enabling the Department to strengthen capability and improve the quality of complaint responses. It also introduced a single software solution for managing complaints and correspondence across DWP.
To embed consistency, we have implemented a Complaints Quality Standards Framework, supported by quality assurance measures, and aligned to the Cross Government Complaints Standards. Under our service standard, when a customer makes a complaint, whether directly or via an MP, the Department aims to provide a response within 15 working days or advise when they can expect a response, if the matter is complex and will take longer.
MPs and their office staff can contact the CMS via dedicated routes, in writing or by phone. The CMS MP hotline is staffed by Complaint Resolution Managers, who aim to provide an on the call response to enquiries where possible or will arrange a call back in more complex cases.
The CMS is committed to delivering a modern, efficient service that meets the needs of all customers. We are focusing on digital solutions and self-service to provide greater choice and flexibility to its customers. We have Increased use of SMS text and email and simplified letters for clarity. Online service 'My Child Maintenance Case' (MCMC) allows parents to access their case information 24/7. We have Introduced online messaging for certain processes, allowing customers to respond to information requests at their convenience, with plans for further expansion. Promoting self-service frees up resources for complex phone queries and vulnerable customers. Improved call routing ensures more calls go directly to case-owning teams for a faster, more responsive service.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average and maximum response times are for the Child Maintenance Service providing parents with full statements and breakdowns of maintenance calculations and variations on request.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) remains committed to providing timely, transparent, and accurate information to parents.
Parents can access full statements at any time via the Child Maintenance Self Service portal, My Child Maintenance Case (MCMC), which is available 24 hours a day, 7 days a week. They do not need to request this from the CMS, as an online statement is always available.
When CMS recalculates maintenance due to a change in circumstances or a variation, we are legally required to notify both parents in writing. These letters, which include a detailed breakdown of the calculation, are also available online via MCMC.
Where a parent disputes their arrears balance, they can request a full account breakdown. This is a manual process. CMS does not systematically record the time taken to complete these requests, so the data requested is not available.
All calculation decisions can be challenged through the Mandatory Reconsideration (MR) process, which allows a parent to ask CMS to review a decision before appealing to His Majesty’s Courts and Tribunals Service. During MR, CMS re-examines the decision and considers any new information provided. If the original decision is found to be incorrect, it will be revised.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether his Department has set performance targets for the Child Maintenance Service on (a) time to initial calculation, (b) time to enforcement following non payment, and (c) customer satisfaction.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) aims to complete 80 percent of initial maintenance calculations within six weeks The Department publishes quarterly statistics for the Child Maintenance Service (CMS) and the latest statistics are currently available to June 2025. Table 1 of the latest National tables includes information on the total number of applications received by CMS for each quarter and the percentage cleared within 6 weeks and 12 weeks, from quarter ending June 2024 to quarter ending June 2025
The main causes of delay in completing maintenance calculations include parent disputes, where we need to trace and verify the paying parent’s identity or location and when income investigation and verification is required
We continue to mitigate these factors through income verification from HMRC or benefits systems, quality assurance controls, and responsive resourcing to meet service-level targets.
The CMS is committed to making the most effective use of its strong enforcement powers, and we have made a number of improvements to its processes to drive case compliance and challenge non-compliant behaviours, but we do not currently have performance targets on the time to enforcement following non-payment.
We are dedicated to using enforcement powers fairly and in the best interests of children and separated families, but the specific actions taken following non-payment, and associated timescales will vary depending on the circumstances of a case.
CMS monitors customer experience and satisfaction as part of its regular operational rhythm, however, we do not currently have customer satisfaction performance targets for CMS, but work is ongoing to develop benchmarks against which we can measure performance.