questionText: To ask the Secretary of State for Work and Pensions, what assessment his Department has made of the adequacy of the Child Maintenance Service’s (a) call-back performance and (b) adherence to its own service level agreements regarding telephone communication with constituents; and what steps he is taking to help ensure that caseworkers return calls to parents within 48 hours.
answerText: The Child Maintenance Service (CMS) monitors telephony performance daily, including call-back requests and the age of outstanding calls. As of March 2026, over 65% of call backs are completed within the Department’s 48 hour target. Performance is reviewed...
heading: Child Maintenance Service: Standards