Child Maintenance Service: Efficiency

13. What steps she is taking to increase efficiency in the Child Maintenance Service.

The CMS modernisation programme delivers increasingly effective and efficient services. The programme has transformed customer interaction with the CMS, providing customers the choice to make contact digitally. Those efficiencies make it easier for customers to report changes and non-payment, so CMS caseworkers can focus on the collection of unpaid child maintenance.

I have multiple casework examples from constituents in Huntingdon who have been impacted by CMS inefficiencies, including incorrectly calculated arrears with no explanation of how the sums have been calculated, and failure to verify the location of fathers who are not providing financial support, with the CMS claiming that addresses needed to be independently verified but not conducting that verification itself. Such cases have resulted in consolatory payments from the CMS for maladministration and service delays. In all instances, my constituents have been frustrated by their inability to contact the CMS over the phone. In the quarter ending September 2024, 41% of calls to the Child Maintenance Service were not answered. What are the Government doing to improve contact with the CMS by telephone?

I am very sorry to hear of those specific examples. I will take away the point about telephone communication and come back to the hon. Gentleman, but it may be worth our having a broader conversation about his concerns. I will happily meet him to discuss any of the specifics of the cases he cited.

In response to a number inquiries that I have had from constituents over the last couple of months, will the Minister say whether reforms to the Child Maintenance Service will include consideration of the paying parent’s capital assets and voluntary pension payments when calculating the rate at which unpaid payments should be made?

My hon. Friend raises an important point. He will be aware of the recent consultation on the future administration and operation of the Child Maintenance Service. I do not want to prejudge the decisions that will follow as a result of that consultation, but I can tell him that we are considering the next steps at present, and I will update him and the House in due course.