Communication with the Child Maintenance Service: My Latest FOI Request

Improving Communication with the Child Maintenance Service: My Latest FOI Request

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The Child Maintenance Service (CMS) plays a crucial role in ensuring financial support for children, they will say, but navigating its processes can be frustrating, especially when it comes to contacting their call centres. My latest Freedom of Information (FOI) request to the Department for Work and Pensions (DWP) seeks to address one significant issue: identifying the specific landline and geographical  Here's why this matters and how it could benefit individuals relying on their services.

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What I Aim to Achieve

1. Reducing Costs for Overseas Callers
   For people calling the CMS from abroad, the cost of international calls can quickly add up, sometimes reaching several pounds per minute. Long wait times — a common experience when contacting the CMS — exacerbate the financial burden. If geographical landline numbers can be provided, callers may have the option to use more affordable alternatives, such as Voice over IP (VoIP) services, significantly reducing their expenses.

2. Improved Caller Experience
   Knowing the geographical location of a call centre could help callers achieve better outcomes. For example:

   • Consistency: Calling the same location might increase the chances of speaking to the same person, fostering continuity in discussions.
   • Personal Preference: Some callers may prefer interactions with specific centres. Personally, I’ve had good experiences with the Plymouth call centre, which is located 40 miles from my home, compared to less satisfactory interactions with the Belfast centre. Familiar accents and local conversational cues (like discussing a football derby) can create a more empathetic and positive atmosphere.

3. Addressing Training and Service Quality
   A recurring complaint among CMS users is the quality of advice provided by triage operators. In some instances, callers have been misinformed — for example, being told not to make payments, only to face penalties later when placed on the Collect and Pay system.
   By identifying the call centre locations, it may be possible to pinpoint specific centres that could benefit from additional training or quality assurance measures. This data could help improve service delivery and prevent unnecessary stress for callers.

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Why Transparency Matters

This request is part of a broader effort to ensure the CMS operates as effectively and fairly as possible. Transparency about call centre operations can empower users to make informed decisions about how they contact the service and reduce the frustrations associated with navigating a complex system.

Timeline of Responses

You can request information by email.  As the CMS is a part of teh Department for Work and Pensions, they handle the Freedom of Information Requests.  So first step was an email


From: Keith <Redacted>

Subject: Freedom of Information Request

Date: 10 January 2025 at 10:28:00 GMT

To: freedom-of-information-request@dwp.gov.uk

Hello Good Morning.

Freedom of Information Request Concerning Inbound Communication with the Child Maintenance Service.

Like many organisations such as banks, the Child Maintenance Service utilise a single Non Geographical Number 0800 171 2345 in order to manage inbound calls.   Calls flow to different operators and call centres using the number.

I would like to know 

1 The address for each call centre location.  I beleive they are in Falkirk, Belfast, Hastings, Wolverhampton, Plymouth.  But what street and postcodes.

2 I would also like to know the geographical phone number for each location.  Banks for example publish a geographical number as well as a non geographical number on debit cards to make it easier for people to call them.  What are the geographic numbers for each call centre.

3, Finally when someone calls the 0800 171 2345 number they usually speak to a triage operator.  Please can you tell me if the triage operators are civil servants or contracted out staff.  If contracted out, which company has the single contract, or are the arrangements made locally with agencies.


Thanks

The DWP then auto responded, signifying that the race for informmation had started.

Begin forwarded message:

From: DWP freedom-of-information-requests <FREEDOM-OF-INFORMATION-REQUEST@DWP.GOV.UK>

Subject: Thank you for your email

Date: 10 January 2025 at 10:28:29 GMT

To: Keith <Redacted>

Thank you for contacting the Department for Work and Pensions (DWP).

 

This is an automated confirmation that your request for information has been received by the DWP Freedom of Information mailbox and will be processed accordingly.

 

Please note that this mailbox is for Freedom of Information (FOI) or Internal Review (IR) requests only – If you have submitted a non FOI or IR related email then we may not be able to action it. 

 

 

Timescales for responding

 

Freedom of Information (FOI) Requests

 

If your email is a valid FOI request, as per Section 8 of the FOI Act 2000, you can normally expect a response within 20 working days.

 

Internal Review (IR) Requests

 

You can normally expect a response within 20 working days.

 

We will respond to all valid FOI and IR requests within our statutory timescales, if we are unable to do so then we will contact you to explain why. Please note that we are not able to process your FOI or IR request in any shorter timescales that you may indicate.

 

 

Receiving a response from us

 

Please note that email FOI and IR responses will be issued from no-reply@dwp.ecase.co.uk

 

We recommend that you add this address to your email contacts otherwise the response may be treated as Spam or Junk by your email account provider.  

 

 

Further Information

 

Should you have any further queries in connection with your FOI or IR request please contact us.

 

More information on the DWP can be accessed on gov.uk here –

https://www.gov.uk/government/organisations/department-for-work-pensions

 

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If you are not the intended recipient any disclosure, copying, distribution

or other action taken in reliance of the information contained in this email is strictly prohibited.

 

Any views expressed by the sender of this message are not necessarily those of the Department

for Work and Pensions.

If you have received this transmission in error please tell us and then permanently delete

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And now we need to wait.  Legally they have twenty working days to reply.  There are no bank holidays due so the response is due on 7th February 2025.

Heres a video concerning the long CMS telephone call waiting times.

Using an umbrella company to avoid child support

Understanding Umbrella Companies and Child Maintenance Calculations

An umbrella company plays a pivotal role in managing payroll services for certain workers, often treating them as employees for administrative purposes. For child maintenance calculations, this classification has significant implications.

This comprehensive guide breaks down the nuances of umbrella companies, their role in child maintenance assessments, and the handling of non-taxable expenses.

What is an Umbrella Company?

Keyword: Umbrella Company Definition, Payroll Services, HMRC Managed Service Company

An umbrella company manages payroll and administers wages for contractors and temporary workers. Under HMRC legislation, they are often referred to as managed service companies.

For child maintenance purposes:

• All payments processed through an umbrella company are considered income from employment.
• Income typically includes salary and allowable expenses.

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How Umbrella Companies Work

Keywords: PAYE Tax, Umbrella Company Payslips, Employee Income

Employees working through umbrella companies pay income tax under the PAYE (Pay As You Earn) scheme. Their payslips typically reflect the following:

1. Invoice transactions managed by the company.
2. Deductions for taxes and National Insurance.
3. A fee or commission for the umbrella company’s services.

In some cases, expenses such as travel and subsistence may appear as a “first charge,” effectively lowering gross income and, subsequently, tax liability.

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Non-Resident Parents (NRP) and Umbrella Companies

Keywords: Non-Resident Parent Income, Child Maintenance, Umbrella Company Indicators

When assessing an NRP’s income, it's essential to consider expenses and identify if they’re employed through an umbrella company. Indicators include:

• Management fees deducted.
• PAYE taxes appearing unusually low relative to gross income.
• High levels of expense claims.

Actionable Tip: Child Maintenance Decision Makers (DMs) will request payslips and may need to contact employers for accurate income details.

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Understanding Expenses and Child Maintenance

Keywords: Non-Taxable Expenses, Umbrella Company Tax Rules, Maintenance Liability

If an NRP uses an umbrella company, only non-taxable expenses actually incurred can be deducted from their gross wage. These deductions affect the calculation of maintenance liability.

For example:

• Travel expenses for business purposes (excluding commuting).
• Professional fees to approved organizations.
• Specific expenses for ministers of religion or entertainers.

Refer to the Table of Non-Taxable Expenses below for detailed definitions and examples.

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Non-Taxable Expenses: Definitions and Examples

Keywords: Allowable Expenses, Tax Deductible Costs, Expense Categories

Expense Type	Examples
Travel Expenses	Public transport, hotel stays, business mileage, parking fees.
Professional Fees	Membership fees for organizations on HMRC’s approved list.
Employee Liabilities	Legal advice or indemnity insurance for work-related matters.
Ministers of Religion	Rent, travel, secretarial costs for clergy.
Foreign Employment Rules	Travel costs, accommodation, and subsistence for duties performed abroad.

For detailed HMRC guidelines, see EIM33000.

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Key Takeaways

1. Payments via umbrella companies impact child maintenance calculations, particularly due to expense deductions.
2. DMs must carefully evaluate payslips and supporting documents.
3. Non-taxable expenses are a critical factor in determining accurate maintenance liability.

Hashtags:
#ChildMaintenance #UmbrellaCompany #PAYETax #NonTaxableExpenses #HMRC #PayrollServices

Conclusion:
Understanding the intricacies of umbrella companies and their role in child maintenance ensures transparency and compliance with HMRC guidelines. Workers and decision-makers alike must navigate these systems with care to ensure accurate financial assessments.

Child maintenance arrears - What you need to know!

How Child Maintenance Arrears Work in the UK (With Examples)

Child Maintenance Service (CMS) arrears in the UK can seem complicated, but understanding the basics can help you navigate the system. Here's a breakdown of how arrears can arise, how they’re managed, and what to expect:

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1. Arrears Due to Paying in Arrears

• CMS payments are calculated daily but collected monthly. This means payments are effectively in arrears because the amount for the month has already accrued by the time it’s paid.
• Example: If your monthly payment is £300, the balance on your account will show £300 due on the day it’s calculated, even before you’ve had a chance to pay.

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2. Daily Calculation and Monthly Addition

• CMS calculates what you owe daily and adds it to your account monthly. This can make it seem like arrears are increasing on the day of calculation.
• Example: Suppose your daily rate is £10. After 30 days, £300 is added to your account.

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3. Impact of Payments on Arrears

• When you make a payment, the arrears balance decreases. However, if a payment is late or incomplete, arrears remain on your account.
• Example: If your due amount is £500 and you pay £499, the system assumes you’ve missed the full payment and reflects the entire £500 as unpaid. To fix this:
  • (a) Prove you paid £499 (e.g., via bank statements).
  • (b) Contact CMS to credit your account.

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4. Changes Are Backdated

• Adjustments to shared care or other factors are backdated to the date of the reported change, not when they’re processed.
• Example: If a paying parent gains more shared care in January but CMS processes the change in June, a credit or debit will apply from January.  If there is a credit, payments will be lowered going forward.  You wont receive money back.

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5. Impact of Pension Contributions

• Proving pension contributions can reduce your CMS liability, and this reduction is backdated to the start of the payment year.
• Example: If your CMS payment is £400 per month and pension contributions reduce it to £350, you’ll receive a credit for the £50 difference for each month of the year.

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6. The Arrears Balance Isn't Always Paid

• Arrears are factored into your payment plan, so you don’t pay them as a lump sum. The plan ensures ongoing payments include a portion to address arrears.
• Example: If your regular payment is £400 and you have arrears of £1,200, your plan might set payments at £450 to cover both.

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7. Annual Adjustments Can Create Arrears

• Payment plans sometimes set amounts slightly below the weekly rate, causing minor arrears. These are resolved during the annual review.
• Example: A stable-income payer might see their annual review adjust payments up or down slightly, clearing small arrears or overpayments.

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8. System-Generated vs. Enforced Arrears

• Some arrears result from system delays or errors, such as processing a change late. These arrears are usually not enforced.
• Example: A delay in processing a shared-care adjustment might temporarily show arrears that CMS later removes.
• However, arrears due to missed payments may be enforced, often through a Deduction from Earnings Order (DEO).

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How to Deal With Arrears.

Very simple.  Just stick to the payment plan.

Common Questions

Question:  I am on direct pay, and I keep paying the arrears but the figure does not go down.  Why?

Answer:  On direct pay, the CMS assume you are paying the schedule, so they wont be aware of the seperate arrears payments.  So stop paying them.  Your arrears balance wont go down, as no one knows you are paying.

Question 2:  Can I spread the arrears over a longer time period?

Answer:  Yes you can.  I know of cases where the arrears are being paid at as little as £5 per week, and other cases where the payments are being made over 8 years.

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#ChildSupport

#SupportForChildren

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#CMSExplained

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