Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment he has made of the effectiveness of the Child Maintenance Service.

The Child Maintenance Service (CMS) is committed to providing a modern and efficient service for all customers.

CMS continues to exceed key performance indicators, including application clearances, change of circumstances clearances, Collect and Pay compliance and assessment accuracy, demonstrating improved outcomes for customers.

Through the Service Modernisation Programme, CMS is expanding digital channels and self-service options, including online services like Get Help Arranging Child Maintenance and My Child Maintenance Case (MCMC) which are available 24/7. CMS has improved customer communications via SMS, email and providing improved and clearer letters. Increased use of online services ensures resources are available to support customers with addition and/or complex queries or needs with call routing improvements made to ensure faster access to caseworkers-owning teams.

In July 2025, CMS launched Customer Connect, an online service that allows caseworkers and customers to exchange information efficiently through the customer’s online account, reducing the need for phone contact. CMS is now developing plans to roll out Customer Connect across the full service and for all case types.