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Receiving parent information

Change of circumstances

If your circumstances have changed for one of the following reasons, call us straightaway. You can find the number in your welcome pack or at the top of any letter we have sent to you.

We can only deal with these changes if you report them by phone so please do not report them online.

  • If you have lost your job
  • If you are temporarily receiving no income while you are self-isolating during the outbreak of COVID-19
  • If you are temporarily receiving statutory sick pay during the outbreak of COVID-19
  • If child maintenance should no longer be paid because of a change in circumstances
  • If you are adopting a child, or
  • If you are reporting a bereavement

We cannot accept details of any other changes by phone.

It is still important that you tell us about any other changes when they happen. Changes must be reported on time as they can affect the amount of child maintenance you pay or receive. You can do this by registering or logging into your self-service account.

If you need to call us about a missed payment, please also report this through your self-service account.

If you have received a letter asking you to call us we no longer need to speak to you.

We will contact you again to ask for any information we may need.

Visit www.gov.uk/coronavirus for the latest advice about coronavirus.

Shared care

If your shared care arrangements have changed temporarily due to coronavirus we will not be able to make any changes to the amount of child maintenance you pay or receive. This is because this change in care arrangement is temporary.

If this change in care arrangements continues into a longer-term arrangement, please tell us as soon as you can. You can do this by registering or logging into your self-service account.

Child maintenance payments

You should continue to receive your child maintenance payments through your normal method of payment. If the other parent’s circumstances have changed, you may be paid a revised amount based on what they can afford or what you have agreed with the other parent, if you have been able to do so. If you cannot contact the other parent to discuss the missed payment, or it is not safe to do so, please report it to us online through your self-service account.

Keep a record of any payments you receive and any missed payments. If any payments are missed, we will begin collection activity to recover any unpaid child maintenance as soon as we are able to return to full service.

If you are unable to access your Post Office Card Account payments, please contact us. You can find the number in your welcome pack or at the top of any letter we have sent to you.

Changing how child maintenance is paid

You can ask to change how you receive your child maintenance online. Register or login to your self-service account to change your payment method. We will make the change as soon as we can.

Sending information to us

If we have asked you to send us information you can do this online by registering or logging in to your self-service account.

Child maintenance applications

You can still make a new application by visiting Child Maintenance Options. You can contact them by calling 0800 988 0988.

If you have already received a reference number from Child Maintenance Options but cannot apply online, you can make an application over the phone. You can find the number in the email sent to you by Child Maintenance Options.

We cannot put child maintenance arrangements in place as quickly as usual. We will set a start date for your case and send an indicative calculation to the other parent, and will begin collecting payments as soon as possible once our full service resumes.

In most cases a family-based arrangement between parents is the quickest and easiest way to arrange child maintenance payments. You can use the child maintenance calculator www.gov.uk/calculate-child-maintenance to work out an amount.

Financial support during coronavirus (COVID-19)

You may be able to get other financial support. You can apply online for Universal Credit or new style Jobseekers Allowance or Employment and Support Allowance, if you have a disability or health condition that affects how much you can work. You do not need to go into a Jobcentre Plus office to apply or get a payment. You can find out more by visiting www.gov.uk/browse/benefits

Unable to manage my case online

If you are unable to access or use the self-service website, you can contact us by phone. You can find the number in your welcome pack or at the top of any letter we have sent to you.

Coronavirus (COVID-19) and domestic abuse

For anyone who feels they are at risk of abuse, it is important to remember that there is help and support available to you, including police response, online support, helplines, refuges and other services. Find out more by visiting www.gov.uk/government/publications/coronavirus-covid-19-and-domestic-abuse