Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to reduce waiting times and improve contact accessibility for Child Maintenance Service users in Winchester constituency.

The Child Maintenance Service (CMS) is committed to improving accessibility and customer experience for all users, including those in the Winchester constituency. The Department recognises that call waiting times and contact routes have not always met expected standards and has taken steps to address this.

CMS has implemented the Digital Assist Telephony Service to support customers to use online services and reduce avoidable call demand.

CMS has invested in enhanced telephony routing to prioritise vulnerable customers and direct callers to the right support quickly, with additional operational capacity deployed when required to maintain service levels. CMS has extended weekday telephony hours to 6pm to meet demand.

CMS has expanded digital self-service, including Get Help Arranging Child Maintenance (GHACM) and My Child Maintenance Case (online account), which provide 24/7 access for parents to manage their case without needing to call, improving accessibility and offering greater flexibility on how and when customers make contact. Communication has been further improved through the introduction of online messaging for specific processes, with further expansion planned.

By promoting self-service options online and efficient call routing, we have freed up valuable resources to deliver a more responsive service and allow caseworkers more time to better assist customers who need to reach out to us via telephone. These measures are delivering progresses.

The Department will continue to monitor performance and invest in further improvements to ensure customers receive timely, high-quality support through the channels that best meet their needs and remains committed to providing a reliable, fair and responsive service for all parents across the country.