The Department for Work and Pensions has been instructed to reform its child maintenance system after a series of administrative errors caused two Swansea families to lose a combined £20,000 in payments. A report by the Parliamentary and Health Service Ombudsman found that the DWP’s Child Maintenance Service failed to accurately calculate payments for the families over a three-year period. In one case, a father was overpaid by £11,500, which the CMS later demanded he repay despite the error originating with the department.
The ombudsman concluded that the CMS acted maladministratively by failing to rectify the mistake promptly and by issuing repayment demands without considering the financial impact on the family. The second case involved a mother whose payments were undercalculated by £8,500, leaving her struggling to cover basic costs. The DWP has accepted the ombudsman’s findings and announced a review of its calculation procedures.
The ombudsman’s report, published on Tuesday, noted that the CMS processes 1.3 million cases annually and that similar errors are likely widespread. It recommended that the DWP establish a more rigorous system for verifying payment calculations and providing clearer communication with parents.
The ruling has reignited calls for a broader overhaul of the child maintenance system, which has faced sustained criticism for inefficiency and a pro-absent parent bias. The DWP has pledged to implement the ombudsman’s recommendations by the end of the fiscal year.
