The Department for Work and Pensions (DWP) has acknowledged that response times to MPs' enquiries about Child Maintenance Service (CMS) cases have not been consistently adequate in recent months, and has outlined urgent action to address the issue.
Parliamentary Under-Secretary Lilian Greenwood issued the update this week following criticism from Liberal Democrat MP Olly Glover, who questioned delayed responses to his enquiries about constituent cases. The admission comes amid mounting criticism from parents and MPs over the service's performance.
Failings and 'At Breaking Point' Testimonies
Mothers told BBC Panorama they were left 'at breaking point' by mistakes and arrears, with one facing nearly £10,000 in unpaid maintenance. The DWP faced fresh criticism this week when Glover raised concerns about the delays.
In her response, Greenwood said: "The Department recognises that response times to hon. Members' enquiries on behalf of constituents have not been consistently adequate in recent months."
Urgent Action and Complaints Handling
Outlining the "urgent action" being taken, Greenwood said the DWP is deploying additional resources to complaints teams and introducing enhanced oversight to improve response times. Government guidance states complaints should be addressed within 15 working days, though complex cases may take longer.
Campaign Group Criticism and Child Poverty Impact
Campaign group Gingerbread has criticised the CMS as 'failing in its duty', with over £790 million in unpaid child maintenance arrears. CEO Abigail Wood said: "This is money that should have been paid to children to help protect them from hardship."
The charity argues a properly functioning service could reduce child poverty by 25% and calls for meaningful reform with proper resourcing.
