CSA ‘failing to answer third of calls’
The Lib Dems have repeated their demand for the Child Support Agency (CSA) to be scrapped after it was revealed that staff are failing to answer thousands of calls.
Figures obtained by work and pensions spokesman David Laws reveal that between April 2004 and July this year there were 3,350,629 calls made to the agency by new scheme applicants – of which 1,140,675 went unanswered.
“This is a failing organisation. Seven years ago we were promised that there’d be an end to all the frustration and anger caused by the CSA, but the reforms they’ve introduced have made matters worse,” he said.
Mr Laws cited a select committee report in January which called for “rapid, radical action”, and warned that if the situation did not improve, the agency should be scrapped.
“There is no more time for excuses or delay. The CSA’s functions must be transferred to [HM Revenue and Customs] so that it better serves those who are trying to pay their maintenance and properly pursues those who aren’t,” he said.
Lord Hunt, the minister responsible for the agency, admitted that services must “improve dramatically”, but insisted that work was being done to raise performance.
“The latest figures show that the agency is now demonstrating a steady level of performance compared to last year, but we obviously need to improve dramatically if we are to provide an acceptable service to our clients,” he said.
“That is why the chief executive and his team are carrying out a root and branch review of the agency this autumn, which will be announced to the public before the end of the year.”
Mr Laws’ figures were obtained in a parliamentary question, and in his letter of response, CSA deputy chief executive Mike Isaac explained that some of the ‘engaged tone’ figures were attributable to “one-off technical problems” experienced by individual agency centres.
“For example, the January 2005 figure of 7,107 can be attributed almost entirely to a technical problem with the telephony system at the Dudley centre,” he wrote.
