When couples with children separate, navigating the aftermath is invariably challenging. In these situations, or where two individuals who share a child were never in a relationship, child maintenance becomes an everyday reality.
This support framework determines how a child’s living expenses will be met. It constitutes a financial agreement between parents, and Government regulations stipulate that, where criteria are satisfied, arrangements must be in place for children under 16 (or under 20 if engaged in approved education or training).
Child maintenance is described as “regular financial support paid to the parent with the main day-to-day care of the child by the child’s other parent”. Authorities emphasise that both parents bear responsibility for their children’s upbringing costs, regardless of contact arrangements.
An element of this system is the child maintenance service helpline. Usage figures are substantial. Official statistics reveal that in 2024, roughly 678,000 paying parents were registered on Child Maintenance Service arrangements, reports the Liverpool Echo.
Individual paying parents may hold multiple arrangements. During the same September quarter referenced in those statistics, approximately 1,025,000 children were covered.
The service’s current performance has recently faced Parliamentary examination from a local MP. A minister has now provided a fresh update following questions raised regarding complaints submitted to the CMS.
Justin Madders, the Labour MP for Ellesmere Port and Bromborough, queried the Department for Work and Pensions (DWP) about its evaluation “of the adequacy of the Child Maintenance Service’s hotline in responding to concerns raised.”
Andrew Western, Parliamentary Under-Secretary for the DWP, responded: “Where a customer makes a complaint, including when an MP contacts DWP on their behalf, DWP complaints service standard (including Child Maintenance Service – CMS) 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.”
He further acknowledged that there were ‘some delays’. He stated: “The Department actively assesses the adequacy of the timeliness and priority of enquiries received from MPs, which enables us to identify which benefit areas are generating the highest number of enquiries, the underlying reasons for these contacts, and the factors contributing to any delays in responses. Regrettably, higher volumes of MP enquiries, combined with a rise in more complex complaints which take longer to investigate, has caused some delays with our responses.
“MPs and their caseworkers can contact the CMS via dedicated routes, in writing or by phone. Contact details are available on the parliamentary website. The CMS MP Hotline is available for MPs and their caseworkers who need to contact CMS regarding a general enquiry or a constituency case. This service is in addition to written correspondence.
“The hotline operates Monday to Friday, 9:00 am to 4:00 pm, and is staffed by Complaint Resolution Managers. We aim to provide an immediate response to enquiries wherever possible. For more complex cases, we will arrange follow-up contact with the MP’s caseworker to discuss or provide additional information.
“CMS is committed to delivering a modern, efficient service that meets the needs of all customers.”
Call the Child Maintenance Service
Telephone: 0800 171 2345.
Welsh language: 0800 232 1979.
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 171 2345.
British Sign Language (BSL) video relay service if you’re on a computer – find out how to use the service on mobile or tablet.
Monday to Friday, 8am to 6pm.
Find out about call charges.
There’s a different phone number if you live in Northern Ireland.
You can also write to the Child Maintenance Service
Child Maintenance Service (England, Scotland, Wales cases).
Child Maintenance Service 21.
Mail Handling Site A.
Wolverhampton.
WV98 2BU Child Maintenance Service (Northern Ireland cases).
Child Maintenance Service 24.
Mail Handling Site A.
Wolverhampton.
WV98 2BU.