As part of its Modernisation Programme, CMS continues to improve how it communicates with customers and how customers access its service. When a customer first applies for CMS they are enrolled on the online service which provides them the ability to update their information and request changes 24 hours a day, 7 days a week. The majority of our customers make use of these online services to effectively meet their needs every day, though we are actively engaged in improving the service further and increasing customer take up.<\/p>
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We recognise some customers need alternative methods to contact us or choose to call us, and on occasion call wait times on our inbound phone lines can be longer than we would like. Speed to answer is continually reviewed throughout the working day and operational resource is regularly reviewed and flexed to minimise excessive wait times.<\/p>
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Over the coming year we will increase customer education on what can be raised and progressed using our online services and encourage more customers to make use of this as the primary channel for their CMS enquiries. This will help protect our inbound phones lines for our customers that need to access our service in this way and reduce the wait time they experience.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3926", "label" : {"_value" : "Biography information for Paul Maynard"} } , "answeringMemberConstituency" : {"_value" : "Blackpool North and Cleveleys"} , "answeringMemberPrinted" : {"_value" : "Paul Maynard"} , "dateOfAnswer" : {"_value" : "2024-03-25", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-03-25T16:48:16.9Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2024-03-20", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Children: Maintenance"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps his Department is taking to reduce call waiting times to the child maintenance service; and whether he has made a recent assessment of the adequacy of call handling times by that service.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4467", "label" : {"_value" : "Biography information for Drew Hendry"} } , "tablingMemberConstituency" : {"_value" : "Inverness, Nairn, Badenoch and Strathspey"} , "tablingMemberPrinted" : [{"_value" : "Drew Hendry"} ], "uin" : "19632"} , {"_about" : "http://data.parliament.uk/resources/1691593", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1691593/answer", "answerText" : {"_value" : "
The Child Support (Enforcement) Act 2023 received Royal Assent on 20 July 2023, it amended section 32M of the Child Support Act 1991 as inserted by section 25 of the Child Maintenance and Other Payments Act 2008.<\/p>
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When commenced it will streamline enforcement processes by removing the requirement to obtain a court issued liability order and enable the Secretary of State to issue an administrative liability order. This will reduce the process from 22 weeks to as low as 6 weeks, making it quicker to get money to children.<\/p>
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A public consultation to seek views on proposed regulations to be introduced for administrative liability orders concluded in November 2023, and the Government response was published on 12 February 2024. Legislation will be brought forward as soon as possible.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3926", "label" : {"_value" : "Biography information for Paul Maynard"} } , "answeringMemberConstituency" : {"_value" : "Blackpool North and Cleveleys"} , "answeringMemberPrinted" : {"_value" : "Paul Maynard"} , "dateOfAnswer" : {"_value" : "2024-02-29", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-02-29T14:02:14.137Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2024-02-26", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Children: Maintenance"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, whether he plans to commence section 25 of the Child Maintenance and Other Payments Act 2008.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4098", "label" : {"_value" : "Biography information for Dr Thérèse Coffey"} } , "tablingMemberConstituency" : {"_value" : "Suffolk Coastal"} , "tablingMemberPrinted" : [{"_value" : "Dr Thérèse Coffey"} ], "uin" : "15621"} , {"_about" : "http://data.parliament.uk/resources/1690539", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1690539/answer", "answerText" : {"_value" : "
The Child Maintenance \u201cImproving our Enforcement powers through the commencement of Curfew orders\u201d consultation concluded on 12 August 2022. Several enforcement initiatives aimed at improving compliance are currently in train and we are considering our strongest enforcement powers more broadly and will consider the next steps and how curfews fit in as part of this.<\/p>
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The Child Maintenance Service already has a suite of strong enforcement powers at its disposal. These include, using Enforcement Agents (previously known as bailiffs) to take control of goods, forcing the sale of property, removal of driving licence or UK passport, deductions directly from earnings and bank accounts or even commitment to prison.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3926", "label" : {"_value" : "Biography information for Paul Maynard"} } , "answeringMemberConstituency" : {"_value" : "Blackpool North and Cleveleys"} , "answeringMemberPrinted" : {"_value" : "Paul Maynard"} , "dateOfAnswer" : {"_value" : "2024-02-23", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-02-23T14:35:47.987Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2024-02-20", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Children: Maintenance"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, when he plans to respond to the consultation entitled Child Maintenance: Improving our enforcement powers through the commencement of curfew orders, published on 9 July 2022.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4098", "label" : {"_value" : "Biography information for Dr Thérèse Coffey"} } , "tablingMemberConstituency" : {"_value" : "Suffolk Coastal"} , "tablingMemberPrinted" : [{"_value" : "Dr Thérèse Coffey"} ], "uin" : "14859"} , {"_about" : "http://data.parliament.uk/resources/1687608", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1687608/answer", "answerText" : {"_value" : "
The Child Maintenance \u201cAccelerating Enforcement\u201d consultation concluded on 24 November 2023, the Government is carefully considering the feedback and a response will be published shortly.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3926", "label" : {"_value" : "Biography information for Paul Maynard"} } , "answeringMemberConstituency" : {"_value" : "Blackpool North and Cleveleys"} , "answeringMemberPrinted" : {"_value" : "Paul Maynard"} , "dateOfAnswer" : {"_value" : "2024-02-09", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-02-09T11:07:12.053Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2024-02-05", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Children: Maintenance"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what his planned timetable is to respond to his Department's consultation entitled Child Maintenance: Accelerating Enforcement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4809", "label" : {"_value" : "Biography information for Beth Winter"} } , "tablingMemberConstituency" : {"_value" : "Cynon Valley"} , "tablingMemberPrinted" : [{"_value" : "Beth Winter"} ], "uin" : "13173"} , {"_about" : "http://data.parliament.uk/resources/1685097", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1685097/answer", "answerText" : {"_value" : "
The Child Maintenance Service already has a suite of strong enforcement powers at its disposal. These include, using Enforcement Agents (previously known as bailiffs) to take control of goods, forcing the sale of property, removal of driving licence or UK passport, deductions directly from earnings and bank accounts or even commitment to prison. We have explored how Curfews could be implemented as an additional enforcement measure to improve compliance. Several enforcement initiatives aimed at improving compliance are currently in train and we need to get those in place and assess their effects before we can best see how curfews might fit with them. We are continuing to keep their introduction under review.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3926", "label" : {"_value" : "Biography information for Paul Maynard"} } , "answeringMemberConstituency" : {"_value" : "Blackpool North and Cleveleys"} , "answeringMemberPrinted" : {"_value" : "Paul Maynard"} , "dateOfAnswer" : {"_value" : "2024-01-30", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-01-30T17:21:36.277Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2024-01-25", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Children: Maintenance"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, with reference to the Government's consultation entitled Child Maintenance: Improving our enforcement powers through the commencement of curfew orders, published on 9 July 2022, what his Department's planned timetable is for laying the commencement order relating to curfew orders.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4098", "label" : {"_value" : "Biography information for Dr Thérèse Coffey"} } , "tablingMemberConstituency" : {"_value" : "Suffolk Coastal"} , "tablingMemberPrinted" : [{"_value" : "Dr Thérèse Coffey"} ], "uin" : "11495"} , {"_about" : "http://data.parliament.uk/resources/1685098", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1685098/answer", "answerText" : {"_value" : "
The Department publishes quarterly statistics<\/a> for the Child Maintenance Service and the latest statistics are available up to September 2023<\/a>, with statistics for the amount of maintenance due and the amount paid published in Table 5 of the National tables<\/a>.<\/p> <\/p> The relevant information is included in the table below.<\/p> <\/p> CMS does not measure the compliance of Paying Parents on the Direct Pay service. Unpaid Maintenance is the value of maintenance scheduled to be paid, but not received from a Paying Parent through the Collect and Pay service, including any transferred from Direct Pay.<\/p> <\/p> CMS Money Due and Paid each Quarter, Great Britain, January 2021 to September 2023<\/strong><\/p> Quarter<\/p><\/td> Maintenance due to be paid via Direct Pay (£millions)<\/p><\/td> Maintenance due to be paid via Collect and Pay (£millions)<\/p><\/td> Maintenance paid via Collect and Pay (£millions)<\/p><\/td> Unpaid Maintenance (£millions)<\/p><\/td><\/tr> Jan to Mar 2021<\/p><\/td> 203.1<\/p><\/td> 58.3<\/p><\/td> 45.4<\/p><\/td> 12.9<\/p><\/td><\/tr> Apr to Jun 2021<\/p><\/td> 212.3<\/p><\/td> 60.9<\/p><\/td> 46.9<\/p><\/td> 14.0<\/p><\/td><\/tr> Jul to Sep 2021<\/p><\/td> 217.1<\/p><\/td> 63.1<\/p><\/td> 47.4<\/p><\/td> 15.7<\/p><\/td><\/tr> Oct to Dec 2021<\/p><\/td> 210.2<\/p><\/td> 64.4<\/p><\/td> 46.6<\/p><\/td> 17.8<\/p><\/td><\/tr> Jan to Mar 2022<\/p><\/td> 207.1<\/p><\/td> 66.8<\/p><\/td> 45.6<\/p><\/td> 21.2<\/p><\/td><\/tr> Apr to Jun 2022<\/p><\/td> 219.7<\/p><\/td> 69.6<\/p><\/td> 48.8<\/p><\/td> 20.8<\/p><\/td><\/tr> Jul to Sep 2022<\/p><\/td> 231.2<\/p><\/td> 71.4<\/p><\/td> 49.4<\/p><\/td> 22.0<\/p><\/td><\/tr> Oct to Dec 2022<\/p><\/td> 231.7<\/p><\/td> 69.7<\/p><\/td> 49.1<\/p><\/td> 20.6<\/p><\/td><\/tr> Jan to Mar 2023<\/p><\/td> 237.0<\/p><\/td> 72.0<\/p><\/td> 49.1<\/p><\/td> 22.9<\/p><\/td><\/tr> Apr to Jun 2023<\/p><\/td> 252.4<\/p><\/td> 75.8<\/p><\/td> 52.1<\/p><\/td> 23.7<\/p><\/td><\/tr> Jul to Sep 2023<\/p><\/td> 263.2<\/p><\/td> 79.1<\/p><\/td> 57.5<\/p><\/td> 21.6<\/p><\/td><\/tr><\/tbody><\/table> Source: Child Maintenance Service Management Information<\/p> <\/p> Notes:<\/p> The Child Maintenance Service (CMS) continues to take rigorous action to collect maintenance, combining robust negotiation activity with the highly effective use of its extensive range of Enforcement Powers. This approach is driven by the Payment Compliance strategy increasing CMS compliance influencing activities to tackle non-paying cases and challenge non-compliant behaviours. CMS applies a Continuous Improvement focus to Enforcement strategy and processes.<\/p> In the quarter ending September 2023, of 180,000 Paying Parents due to pay via the Collect and Pay service:<\/p> Depending on a Paying Parent\u2019s employment status we use Deduction from Earnings orders or deductions from bank accounts. We have collected in excess of £16m via deduction orders in 2023. We move cases swiftly to Legal Enforcement. Securing a Liability Order (LO) for 11k cases in the courts, cases are referred to Enforcement Agents (Bailiffs) who have collected almost £5m in 2023. Where house ownership is established, charging orders and orders for sale are instigated. CMS will quickly move to taking court action for the removal of driving licence, committal to prison or removal of passport. £4.5m collected from cases at this stage.<\/p> As a result of this intense effort to increase enforcement activity £36m collected from arrears.<\/p> <\/p> The planned introduction of the Administrative Liability Order in 2024 will remove the need to apply to the courts and will reduce the current average time of 20 weeks to secure an LO to 6 weeks.<\/p> <\/p> The published statistics below provides data to September 2023 Section 9 Enforcement and the National tables 7.1 and 7.2.<\/p> <\/p>