Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps she is taking to reform the Child Support Agency to improve the speed and success of claims.

As more customers apply to the Child Maintenance Service (CMS) the demand for our service is increasing. To allow us to meet this demand and provide an efficient service we continuously look at the resources we have and where we should focus our efforts to get the greatest value for money and deliver the best service to our customers. We review our overall resource supply twice yearly and take appropriate steps to ensure that staffing levels meet current demands

My Child Maintenance Case (MCMC) online service offers customers the ability to access and update information held on their case and request changes 24 hours a day, 7 days a week. CMS has the ability to process simple changes through MCMC, automatically speeding up the time taken to make a change and greatly improving customer outcomes.

Through extensive modernisation to both telephony and digital channels, and by promoting self-service online, the CMS are ensuring customers have greater choice of how and when they contact us. Our service improvements allow customers to use the most appropriate and efficient contact method to quickly resolve their queries and reduce demand on our services.

Through efficient call routing, we have freed up 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. We have improved all forms of communication, including greater use of SMS and email as well as improving letter content. Furthermore, we have taken timely action to further train, support and redeploy resource within CMS to where it is needed most.

In the response to the consultation on proposed reforms to the CMS, the Government has set out plans to introduce a single service where all payments will be monitored, enabling the 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. Families currently using Direct Pay can either move to a family-based arrangement (with additional support from CMS to do so) or opt into Collect and Pay if that is not appropriate or 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.