Child Maintenance Service: Standards
The question
To ask the Secretary of State for Work and Pensions, what service standard the Child Maintenance Service has to respond to (a) complex casework and (b) complaints submitted between 30 August 2024 to 24 January 2025.
Answered by Andrew Western
The Child Maintenance Service (CMS) have service standards for all change of circumstances, these are not categorised as complex as there is no specific criteria to meet, each case is considered on its own merit and circumstances of the case.
Caseworkers strive to manage all casework within the expected service standard time period. If the caseworker has any concerns about making a discretionary decision in cases with unusual or particularly complex circumstances involved, they have access to policy and procedures or may seek appropriate advice from the Advice and Guidance Team.
DWP complaints service standard aim is to contact a customer within 15 working days to tell them of the outcome of their complaint or when they can expect a response if the complaint is complex and will take longer.
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