We asked the Department why it was taking so long to identify missed payments and transfer customers onto Collect & Pay.47 The Department informs parents that they should get in touch if their Direct Pay arrangement fails but some do not, for example because they are concerned about causing an issue with the other parent. The Department does not monitor whether payments are made, but does send reminders to the receiving parent, three months after they start (by text) and at each annual review...

We asked the Department why it was taking so long to identify missed payments and transfer customers onto Collect & Pay.47 The Department informs parents that they should get in touch if their Direct Pay arrangement fails but some do not, for example because they are concerned about causing an issue with the other parent. The Department does not monitor whether payments are made, but does send reminders to the receiving parent, three months after they start (by text) and at each annual review, to prompt them to contact the Department if their Direct Pay arrangement is not working. Meanwhile, however, unpaid maintenance arrears can build up. O Type: conclusion | Number: 23 | Response status: not_addressed