Csa Client Surveys Results

Child Support Agency client surveys - full tabulated results
In June and July 2011, the Commission undertook surveys of Child Support Agency (CSA) clients, achieving a broadly representative sample of approximately 6,000 clients, split across the
groups shown in the table below.
The full survey results are shown on the following spreadsheet tabs (follow the links from the table below).
Survey (client group)
No. of respondents
Primary objective of survey
Existing CSA Parents With Care (PWCs)
1,527
To understand intentions with regard to case closure and to gauge reaction to charging.
New PWC CSA Applicants
986
To gauge reaction to charging.
CSA Non-Resident Parents (NRPs)
1,334
To understand intentions with regard to collection charging and the maintenance direct
proposal.
CSA PWCs who recently closed their CSA case
681
To understand drivers for closure and subsequent arrangement types
Child Maintenance Options clients
1,490
To understand drivers for family-based arrangements and statutory arrangements.
These survey results formed the basis for the development of key estimates to enable the Commission to plan effectively for the introduction of charging and the systematic closure of CSA
cases. The estimates were developed combining survey data, CSA administrative data, a number of different analytical techniques as well as expert management judgement. Survey results
were also reweighted to take account of variations between the achieved survey samples and the CSA client population. Therefore, the (unweighted and unadjusted) survey results
presented here should be used in conjunction with the accompanying analysis paper (Estimating the impacts of CSA case closure and charging) which contains a full explanation of how
these estimates have been derived. It also contains details on survey sampling methodology as well as the survey fieldwork. This can be found at the link below:http://www.dwp.gov.uk/docs/estimating-impacts-csa-case-closure-and-charging.pdf
Please send any questions / queries to the following email address, and they will be answered as soon as possible:survey.analysis@childmaintenance.gsi.gov.uk
Notes
In a few questions throughout the surveys, a small number of respondents gave an answer that could not be categorised under the regular answer options - denoted in the survey tables as 'Other'. These
'free text' 'other' answers have not been published for risk of breaching the confidentiality of respondents. Nor was it possible to categorise them meaningfully and accurately into new categories without
adjusting the 'pure' survey results as published here.
Questions were asked of all respondents unless there is a note to indicate otherwise (at the bottom LHS of the table). In a small number of cases, an answer was not recorded for respondents, therefore the
cumulative frequency of responses does not always add up to the number of eligible respondents.
Existing CSA PWCs survey: 1,527 respondents

Tabulated survey results
There were two slight variations on the Existing CSA PWCs survey questionnaire - the respondents were divided randomly between the two questionnaires. The only difference between the two is that the
question asking whether the PWC had experienced domestic violence prior to any questions relating to charging, and the second has this question after the questions relating to charging. Questionnaire tw
about whether the PWC would declare the domestic violence in order to be exempt from the application charge (and other related questions).
The below tables show the combined raw survey results from the two questionnaires. Where there are two question numbers recorded underneath the actual question (e.g. q12 / q52) these refer to the diff
questionnaire one and questionnaire two respectively.
Im calling from the Child Support Agency. We are gathering feedback to help improve the services we are offering to our clients.
The questionnaire should take approximately 15 minutes to complete. Your answers will be treated in the strictest confidence and in accordance with the Data Protection Act. The findings o
identify you or your family. Your decision about whether to take part in this research will not affect your CSA application or any other child maintenance arrangement you make, either
q1
Is it OK if I go ahead and ask you a few questions?

Frequency
Yes
Percent
1,527
100
q2
Frequency
Percent
Yes
1,527
100
Please can you confirm that you have

a child maintenance case with the CSA?
q3
NOT READ OUT (Interviewer to record whether client has multiple CSA cases)
Frequency
Multiple
Single
92
1,266
Percent
7
93
I know that you have more than one case - but I would now like you to talk about the case that involves your youngest child.
q4
Frequency
Percent
Yes
92
100
Only applies to those who have multiple cases (q3)
Existing CSA PWCs Survey
Page 2 of 145
I would first like to ask you a few questions about the other parent and the time
when you separated. We are asking this to help us understand how clients'
circumstances might affect the arrangements they put in place. As some people can
find these questions a bit sensitive, I would just like to stress that you are free to refuse
to answer any question that I ask you.
Can I check, how often, if at all, are you currently in contact with the other parent?
q5
Frequency
Percent
Every day or nearly every day

Twice or three times a week
Once a week
Once every two weeks
Once a month
A few times a year
Once a year or less often
Never
Do not wish to say
41
112
192
139
104
130
54
745
10
3
7
13
9
7
9
4
49
1
Can I just ask when

did your relationship with the other parent come to an end?
(Answer was free text, responses have been grouped for presentational purposes)
q5
Frequency
Percent
Less than a year ago

1 to 3 years ago
3 to 5 years ago
5 to 10 years ago
10 to 15 years ago
16 to 20 years ago
20 years or more ago
Unknown
42
169
213
512
457
90
2
42
3
11
14
34
30
6
0
3
How would you describe your relationship with the other parent at the time of the separation?
q7
Frequency
Percent
Very friendly
Quite friendly
Neither friendly or unfriendly
Mixed sometimes friendly, sometimes unfriendly
Not very friendly
Not at all friendly
No current contact with the other parent
Do not wish to say
31
167
147
191
251
644
73
23
2
11
10
13
16
42
5
2
Page 3 of 145
Can I just check, which of these best describes the relationship that you once had with the other parent?
q8
Frequency
Percent
We are still a couple, but we dont live together

A married couple, living together
A married couple, not living together
An unmarried couple, living together
An unmarried couple, not living together
Not a couple
Do not wish to say
25
696
12
475
239
61
19
2
46
1
31
16
4
1
And how would you describe your relationship with the other parent now?
q9
Frequency
Percent
Very friendly
Quite friendly
Not very friendly
Not at all friendly
Do not wish to say
41
218
213
110
95
208
625
17
3
14
14
7
6
14
41
1
I would now like to ask about if the other parent is working or not. Do you know
what the other parent is currently doing?
q10
Frequency
Percent
Working 16 or more hours per week

Working fewer than 16 hours per week
Unemployed/on benefits and seeking work
Sick/disabled (6 months or longer)
Sick/disabled (up to 6 months)
On a training scheme
Other (please specify)
Retired
Caring for a sick, elderly or disabled person
Looking after the home or family
Full time education/at school
Dont know
989
26
138
19
5
1
47
8
1
5
3
285
65
2
9
1
0
0
3
1
0
0
0
19
Page 4 of 145
And do you know roughly how much the other parent earns ANNUALLY? This is
before any deductions for income tax, National Insurance, and so on (i.e. NOT the
amount he/she may actually receive).
Amount / answer was free text - responses have been grouped for presentational purposes
q11
Frequency
Percent
a. Under 2,500
b. 2,500 - 4,999
c. 5,000 - 9,999
d. 10,000 - 14,999
e. 15,000 - 19,999
f. 20,000 - 24,999
g. 25,000 - 29,999
h. 30,000 - 34,999
i. 35,000 - 39,999
j. 40,000 - 44,999
k. 45,000 - 49,999
l. 50,000 - 74,999
m. 75,000 - 99,999
n. 100,000 or more
Unknown / blank
17
1
8
22
38
37
35
34
14
12
5
24
1
3
764
2
0
1
2
4
4
3
3
1
1
0
2
0
0
75
Only asked of respondents who said they were working (q10)
At this point, the surveys take slightly different routes (as described above).
Questionnaire one asked respondents about domestic violence prior to the questions on charging
Questionnaire two asks about domestic violence after questions on charging .
Questionnaire two asks some further questions about the domestic violence charging exemption (q53, q54, q55 and q56)
I realise this is a sensitive question but can you tell me if you have experienced
any violence or abuse in your previous relationship with the other parent?
q12 / q52
Questionnaire one
(q12) percent
Questionnaire two
(q52) percent
1 Yes
2 No
3 Do not wish to say
44
52
4
46
46
7
Please could you tell me how much child maintenance you are supposed to receive?
q13 / q12
Frequency
Percent
Free text: answers not disclosed here
Page 5 of 145
Page 6 of 145
And how often do you think you should receive this payment?
q14 / q13
Frequency
Percent
Every week
Every two weeks
Every four weeks
Per calendar month
Other period
418
83
16
516
11
40
8
2
49
1
Asked of respondents who suggested a maintenance amount they were supposed to received (q13)
And how much child maintenance do you actually receive?

q15 / q14
Frequency
Percent
All of it
Some of it
None of it
Dont know
713
159
144
28
68
15
14
3
Asked of respondents who suggested a maintenance amount they were supposed to received (q13)
You told me that you do not receive any child maintenance. Why is this?
q16 / q15
Frequency
Percent
The CSA aren't able to collect it for me

His/her income is too low
The CSA aren't asking for the money
He/she never paid child maintenance in the past
He/she said that she wont pay child maintenance
He/she is a student
He/she is in prison
Other
Don't know
64
52
27
19
18
3
2
82
71
19
15
8
6
5
1
1
24
21
Asked of all respondents who answered 'some of it', 'none of it' (q15) or suggested that they were supposed to receive 0 (q13)
Page 7 of 145
I would now like you to imagine a situation where the CSA contacts you and tells
you that it is going to close all child maintenance cases including yours in order to
design a new service. At this point you will be given a choice to either apply to the CSA
again in order to use their more efficient service, with a new calculation.
Or your other choice would be to make an arrangement outside of the CSA.
I would just like to quickly explain what these choices would be.
An arrangement OUTSIDE OF THE CSA could be:

Family-based arrangement (sometimes called a private or voluntary arrangement):
parents agree on the level and frequency of support without involving the CSA. This
could include financial support or other forms of support such as sharing the care of
the child(ren). It is not legally binding.
Court arrangement: usually set up during divorce proceedings. This is legally binding.
And just to remind you of the CSA choices:
CSA Maintenance Direct: the CSA calculates payment due, but payment and collection
are left to the parents to arrange and monitor. This is legally binding.
CSA Calculation and Collection: the CSA calculates the payment due and arranges for
it to be collected, through legal means if necessary.
Thinking about the different arrangement choices discussed above, which

options would you be most likely to prefer?
q17 / q16
Frequency
Percent
1. Family-based arrangement
2. CSA maintenance direct arrangement
3. CSA calculation and collection service
4. Court arrangement
5. No arrangement
6. Undecided
128
91
1,112
86
42
68
8
6
73
6
3
4
Page 8 of 145
What type of information or support would help you make your choices?
q18 / q17
Frequency
Percent
Informal mediation - access to someone who can help parents negotiate between themselves
Legal mediation
A government agency checking that private arrangements are being stuck to
Providing a local service
Offering more information for parents like me
Providing a standard form for calculating maintenance
Providing a calculation of a recommended maintenance amount
Telephone helpline
Face to face visit with CM advisor
Financial advice
Legal advice
Negotiation skills
Happy with csa apart from calculation
Other (specify)
Don't know
15
4
21
8
12
20
10
18
9
5
5
3
1
10
52
12
3
16
6
9
16
8
14
7
4
4
2
1
8
41
Asked of respondents who picked a family-based arrangement in q17

Multiple responses possible; percentages do not sum to 100 (percentages expressed as a proportion of the 128 respondents who answered this question).
What type of information or support would most help you to make your choice?
q19 / q18
Frequency
Percent

Financial advice
Legal mediation
Negotiation skills
Telephone helpline
Other (specify)
Don't know
12
6
1
13
1
1
3
5
5
7
11
10
53
9
5
1
10
1
1
2
4
4
5
9
8
41
Page 9 of 145
Imagine there is a service separate to the CSA which would

provide you with a NEW exact calculation of the amount of maintenance you should receive from your expartner.
You would be charged 25 up front to use this service.
Taking this into account, how likely do you think you would be to use this service?
q20 / q19
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Don't know
14
23
11
19
56
5
11
18
9
15
44
4
How useful would this service be in helping you to consider putting in place a family-based arrangement?
q21 / q20
Frequency
Percent
Very useful
Quite useful
Not very useful
Not at all useful
Don't know
26
12
2
3
5
54
25
4
6
10
Asked of respondents who picked 'Highly likely', 'Fairly likely' and 'Depends' in q20
And can I ask why you would not consider a family-based arrangement?
q22 / q21
Frequency
Percent
Other parent would not agree

Don't trust NRP to make payments
Little/no contact with the other parent
I'll receive regular payments with the CSA
I'll receive a higher amount with the CSA
The CSA is the best way of ensuring payments are made
A family-based arrangement would cause more arguments with the other parent
The CSA is best for both parents - fairest arrangement
Other
Don't know
19
46
30
1
1
2
2
1
7
1
22
53
35
1
1
2
2
1
8
1
Asked of respondents who picked a court arrangement in q17

Page 10 of 145
And which of the reasons you just mentioned is the MAIN reason that you would not consider a family-based arrangement?
q23 / q22
Frequency
Percent
I'm happy with my CSA arrangement
Other (specify)
Don't know
2
38
1
24
13
7
1
2
44
1
28
15
8
1
q24 / q23
Frequency
Percent
Legal mediation
Financial advice
Negotiation skills
Relationship counselling
Telephone helpline
Legal advice
Other (specify)
Don't know
2
12
4
5
4
2
1
2
1
4
17
10
8
9
29
2
14
5
6
5
2
1
2
1
5
20
12
9
10
34

Page 11 of 145
And which of the types of information and support you just mentioned would help you
the most to make this choice?
q25 / q24
Frequency
Percent

Don't know
Financial advice
Legal advice
Legal mediation
Other (specify)
Telephone helpline
3
29
6
1
2
6
10
4
8
1
16
3
34
7
1
2
7
12
5
9
1
19

provide you with a NEW exact calculation of the amount of maintenance you should receive from your ex partner.
q26 / q25
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Don't know
20
10
9
8
35
4
23
12
10
9
41
5
Page 12 of 145
q27 / q26
Frequency
Percent
Very useful
Quite useful
Not very useful
Not at all useful
Don't know
3
5
1
25
5
8
13
3
64
13
Asked of respondents who answered 'Highly likely', 'Fairly likely' or 'Depends' to q26
And can I ask why you would not consider a family-based arrangement?
q28 / q27
Frequency
Percent

Quicker and easier to go to the CSA
I 'll receive a higher amount with the CSA
The CSA is best for both parents - the fairest arrangement
Other (specify)
Don't know
176
635
317
140
66
22
115
153
97
61
71
18
15
53
26
12
5
2
10
13
8
5
6
1
Asked of respondents who picked a statutory service arrangement in q17

Multiple responses possible; percentages do not sum to 100 (percentages expressed as a proportion of the 1,203 respondents who answered this question).
Page 13 of 145
And which of the reasons you just mentioned is the MAIN reason that you would not consider a family-based arrangement?
q29 / q28
Frequency
Percent
Quicker and easier to go to the CSA
The CSA is best for both parents - the fairest arrangement
Other (specify)
Don't know
40
527
2
4
65
66
199
96
17
24
74
71
18
3
44
0
0
5
5
17
8
1
2
6
6
1
Asked of respondents who picked a statutory service arrangement in q17
q30 / q29
Frequency
Percent
Legal mediation
Telephone helpline
Financial advice
Legal advice
Negotiation skills
Other (specify)
Don't know
46
71
147
53
62
56
56
202
101
8
35
62
13
234
555
4
6
12
4
5
4
4
16
8
1
3
5
1
18
44
Asked of respondents who picked a statutory service arrangement or were undecided in q17
Page 14 of 145
And which of the types of information and support you just mentioned would help you the most to make this choice?
q31 / q30
Frequency
Percent

Don't know
Financial advice
Legal advice
Legal mediation
Negotiation skills
Other (specify)
Telephone helpline
122
556
67
4
21
23
37
1
22
214
22
11
16
4
151
10
44
5
0
2
2
3
0
2
17
2
1
1
0
12

q32 / q31
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Don't know
217
215
103
142
509
85
17
17
8
11
40
7
Page 15 of 145
q33 / q32
Frequency
Percent
Very useful
Quite useful
Not very useful
Not at all useful
Don't know
49
78
51
320
37
9
15
10
60
7
Asked of respondents who answered 'Highly likely', 'Fairly likely' or 'Depends' to q32
And may I ask why would you not have an arrangement at all?
q34 / q33
Frequency
Percent
No longer have /want any contact with the other parent

Other parent refuses to make payments (through CSA or any means)
NRP cannot afford to pay child maintenance
Cant trust/rely on the CSA or anyone to make payments for me
Prefer not to receive child maintenance any more
The NRP threatened me/Fear of the NRP
Dont know where the other parent is
Dont know
Dont want to say
Other
7
7
2
7
7
2
1
4
1
7
17
17
5
17
17
5
2
10
2
17
Asked of respondents who picked no arrangement in q17

And which of the reasons you just mentioned is the MAIN reason that you would not have an arrangement at all?
q35 / q34
Frequency
Percent
Cant trust/rely on the CSA or anyone to make payments for me

Dont know where the other parent is
Dont want to say
Other (specify)
Dont know
6
2
2
6
2
7
5
3
7
2
14
5
5
14
5
17
12
7
17
5
Page 16 of 145
Page 17 of 145
q36 / q35
Frequency
Percent
Legal mediation
Telephone helpline
Other (specify)
Don't know
1
1
2
3
1
10
25
2
2
5
7
2
24
60
Asked only of those who picked no arrangement in q17

And which of the types of information and support you just mentioned would help you the most to make this choice?
q37 / q36
Frequency
Percent

Legal mediation
Telephone helpline
Other (specify)
Don't know
2
1
1
1
3
10
24
5
2
2
2
7
24
57

q38 / q37
Frequency
Percent
Fairly likely
Depends
Not very likely
Not at all likely
Don't know
1
1
2
36
2
2
2
5
86
5
Page 18 of 145
q39 / q38
Frequency
Percent
Quite useful
Not at all useful
1
1
50
50
Asked of respondents who picked 'Fairly likely' or 'Depends' in q38
Thinking of the same situation as before that

the CSA closes your case and you
can choose to apply again or make a different arrangement outside of the CSA
I would now like you to imagine that you were charged for using the CSA and tell me if you
would continue to use it or not.
I would now like you to imagine that to continue to use the CSA, you would be charged 100 upfront
to apply to use the service. Based on the amount of maintenance you
should currently receive, how likely do you think you would continue to use the CSA?
q40 / q39
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
126
141
111
184
622
87
10
11
9
14
49
7
q41 / q40
Frequency
Percent
I dont think this is fair

I think the other parent should pay it
Not financially worth it
Too expensive/I cant afford 100
Other
132
120
115
391
48
16
15
14
49
6
And can I ask why you would not pay the 100?
Asked of respondents who answered 'Not very likely' or 'Not at all likely' to q40
Page 19 of 145
I would now like you to imagine that to continue to use the CSA, you would be charged 50 upfront
to apply to use the service. Based on the amount of maintenance you
q42 / q41
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
20
130
123
170
485
75
2
13
12
17
48
7
q43 / q42
Frequency
Percent

Other
140
107
95
276
37
21
16
15
42
6
Asked of respondents who answered 'Depends', 'Not very likely', Not at all likely' or 'Don't know' to q40
And can I ask why you would not pay the 50?
I would now like you to imagine that to continue to use the CSA, you would be charged 50, but 20 had to be paid up front
and the remainder was paid in instalments.. Based on the amount of maintenance you
q44 / q43
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
20
112
122
123
416
60
2
13
14
14
49
7
Page 20 of 145
And can I ask why you would not pay the 50 (with 20 up-front)?
q45 / q44
Frequency
Percent

Too expensive/I cant afford 50 even in instalments
Other
137
103
87
182
30
25
19
16
34
6
Would you make an alternative arrangement through one of the following instead?
q46 / q45
Frequency
Percent
Family-based (private arrangement)

Court arrangement
No arrangement
Other
Don't know
88
161
198
24
250
12
22
27
3
35
Do you think the other parent would agree to this alternative arrangement?
q47 / q46
Frequency
Percent
Yes
No
Depends
Dont know
68
116
25
64
25
42
9
23
Asked of respondents who answered 'family-based arrangement', 'court arrangement' or other' to q46
Note for interviewer: Please tick whether the respondent previously said CSA Maintenance Direct or
Calculation arrangement
q48 / q47
Frequency
Percent
See q17 for previous answers
Page 21 of 145
At this point, respondents were randomly divided into two groups, the first group were asked
about collection charging in addition to application charging, the second group were asked about collection charging
INSTEAD of application charging. These questions only applied to respondents who wanted to use the new statutory scheme (q17)
Now I would like you to imagine the same situation where you were charged to
process your application through the CSA. IN ADDITION, the CSA would charge you
10% of the maintenance amount for collecting these payments and making sure the
other parent pays. So for example, if your maintenance amount was 20 a week you
would be charged 2 to use the collection service. So you would actually receive 18.
How likely would you be use the collection service?
q49 / q48 (random group a)
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
90
131
45
83
178
40
16
23
8
15
31
7
Asked of respondents who wanted to use the statutory scheme or were undecided (q17)
Now I would like you to imagine a different situation, where you were NOT
charged to process your application through the CSA. But INSTEAD, the CSA would
charge you 10% of the maintenance amount for collecting these payments and making
sure the other parent pays. So for example, if your maintenance amount was 20 you
q49 / q48 (random group b)
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
153
120
50
67
174
44
25
20
8
11
29
7
Asked of respondents who wanted to use the statutory scheme or were undecided (q17)
Why wouldnt you want to pay the collection charge?

Frequency
q50 / q49

I think the other parent should pay all of the collection charge
Too expensive/cant afford it
Other
182
109
49
113
49
Percent
36
22
10
23
10
Asked of respondents who answered 'Not very likely' or 'Not at all likely' to q49/48a or q49/48b
Page 22 of 145
Now imagine, instead of collection charge, you could use Maintenance Direct for free.
How likely would you be to use Maintenance Direct?
q51 / q50
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
85
146
54
124
704
62
7
12
5
11
60
5
Asked of respondents who picked the collection service or who were undecided in q17
And why wouldnt you use Maintenance Direct?

Frequency
q52 / q51
I dont think the other parent will pay regularly

I dont think the other parent will pay the full amount
I dont want to receive payments direct from the other parent
I don't see the point of paying an application charge to then just have an arrangement between us
I prefer the security of the collection service
Other
411
183
46
3
103
82
Percent
50
22
6
0
12
10
Now, as you have just told me that you have experienced domestic
violence/abuse, I would like you to imagine that you were exempt (did not have to pay)
to use the CSA but
you would be required to declare that you have been a victim of
domestic violence during your application.
How likely would you be to continue to use the CSA?

q53 (questionnaire two only)
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
149
65
15
3
14
15
57
25
6
1
5
6
Asked of respondents who said they experience domestic violence / abuse, and were asked about it after the charging questions
Page 23 of 145
And can I ask why you would not continue to use the CSA?
Frequency
Percent

I dont want to declare that I have been a victim of domestic violence to the CSA
I fear this might cause problems with the other parent
Other
4
10
1
2
24
59
6
12
You said that you would be unlikely to continue to use the CSA. Do you think you
would you make an alternative arrangement through one of the following, instead?
Frequency
Percent
Family-based (private arrangement)

Court arrangement
No arrangement
Other
Dont know
2
2
4
4
5
12
12
24
24
29
Frequency
Percent
Depends
No
Dont know
3
4
1
38
50
13
q53 / q57
Frequency
Percent
Male
Female
Do not wish to say
58
1,459
10
4
96
1
Do you think the other parent would agree to

this alternative arrangement?
Asked of respondents who answered 'Family-based arrangement', 'Court arrangement' or 'No arrangement' to q55
Gender (Ask or record)
Page 24 of 145
What is your ethnic group?

q54 / q58
Frequency
Percent
White British
White European
Black or Black British
Asian or Asian British
Chinese
Mixed
Other ethnic group
Do not wish to say
1,333
13
42
32
2
19
51
35
87
1
3
2
0
1
3
2
q55 / q59
Do you have any long-standing illness, disability or infirmity?

Frequency
Yes
No
Do not wish to say
Percent
280
1,203
44
18
79
3
q56 / q60
Frequency
Percent
a. Working 16 or more hours per week

b. Working fewer than 16 hours per week
c. Unemployed/on benefits and seeking work
d. Looking after the home or family
e. Caring for a sick, elderly or disabled person
f. Full time education/at school
g. On a training scheme
h. Sick/disabled (6 months or longer)
i. Sick/disabled (up to 6 months)
j. Other (please specify)
k. Retired
l. Dont know
756
123
244
200
24
32
7
63
10
36
3
29
50
8
16
13
2
2
0
4
1
2
0
2
I would now like to ask about your own work status.

Are you currently...?
Page 25 of 145
And please tell me which of these types or income you receive (apart from child
maintenance).
q57 / q61
Frequency
Percent
Income from employment

Child benefit
Housing Benefit and/or Council Tax Benefit
Child Tax Credit
Working Tax Credit (including Childcare element)
Jobseekers Allowance
Income Support
Sickness and Disability Benefit
Other State benefits
Other kinds of regular income from outside your household
No source of income
Do not wish to say
715
1,393
440
1,127
529
86
243
115
65
31
14
46
47
91
29
74
35
6
16
8
4
2
1
3
And do you know roughly how much you earn ANNUALLY? This is
before any deductions for income tax, National Insurance, and so on (i.e. NOT the
amount you/he/she may actually receive).
Amount / answer was free text - responses have been grouped for presentational purposes
q58 / q62
Frequency
Percent
a. Under 2,500
b. 2,500 - 4,999
c. 5,000 - 9,999
d. 10,000 - 14,999
e. 15,000 - 19,999
f. 20,000 - 24,999
g. 25,000 - 29,999
h. 30,000 - 34,999
i. 35,000 - 39,999
j. 40,000 - 44,999
k. 45,000 - 49,999
l. 50,000 - 74,999
m. 75,000 - 99,999
n. 100,000 or more
Unknown / blank
21
48
197
115
63
40
30
16
12
6
3
5
1
3
155
3
7
28
16
9
6
4
2
2
1
0
1
0
0
22
Only asked to those who had income from employment (q57)
The CSA would like to add your answers to other information they may hold on
you. Combining information in this way will help develop an improved service. This
information will be used for research and analysis purposes only and your personal
details will be kept completely confidential. DO YOU AGREE?
Page 26 of 145
q59 / q63
Frequency
Percent
Yes
No
1470
57
96
4
Would it be OK to contact you again at some point in the future to find out how
you are getting on with your arrangement?
q60 / q64
Frequency
Percent
Yes
No
1475
52
97
3
Page 27 of 145
were divided randomly between the two questionnaires. The only difference between the two is that the first questionnaire has the
g to charging, and the second has this question after the questions relating to charging. Questionnaire two then has further questions
tion charge (and other related questions).
re two question numbers recorded underneath the actual question (e.g. q12 / q52) these refer to the different question numbers in
re gathering feedback to help improve the services we are offering to our clients.
reated in the strictest confidence and in accordance with the Data Protection Act. The findings of this research study will not
will not affect your CSA application or any other child maintenance arrangement you make, either now or in the future.
I go ahead and ask you a few questions?

Cumulative
Frequency
1,527
Cumulative
Percent
100
Cumulative
Frequency
1,527
Cumulative
Percent
100
Cumulative
Frequency
92
1,358
Cumulative
Percent
7
100
Cumulative
Frequency
92
Cumulative
Percent
100
ease can you confirm that you have

hild maintenance case with the CSA?
viewer to record whether client has multiple CSA cases)
t I would now like you to talk about the case that involves your youngest child.
Page 28 of 145
you a few questions about the other parent and the time
We are asking this to help us understand how clients'
ct the arrangements they put in place. As some people can
ensitive, I would just like to stress that you are free to refuse
answer any question that I ask you.
f at all, are you currently in contact with the other parent?

Cumulative
Frequency
41
153
345
484
588
718
772
1,517
1,527
Cumulative
Percent
3
10
23
32
39
47
51
99
100
Cumulative
Frequency
42
211
424
936
1,393
1,483
1,485
1,527
Cumulative
Percent
3
14
28
61
91
97
97
100
Cumulative
Frequency
31
198
345
536
787
1,431
1,504
1,527
Cumulative
Percent
2
13
23
35
52
94
98
100
Can I just ask when

ionship with the other parent come to an end?
esponses have been grouped for presentational purposes)
relationship with the other parent at the time of the separation?
Page 29 of 145
t describes the relationship that you once had with the other parent?
Cumulative
Frequency
25
721
733
1,208
1,447
1,508
1,527
Cumulative
Percent
2
47
48
79
95
99
100
Cumulative
Frequency
41
259
472
582
677
885
1,510
1,527
Cumulative
Percent
3
17
31
38
44
58
99
100
Cumulative
Frequency
989
1,015
1,153
1,172
1,177
1,178
1,225
1,233
1,234
1,239
1,242
1,527
Cumulative
Percent
65
66
76
77
77
77
80
81
81
81
81
100
describe your relationship with the other parent now?
about if the other parent is working or not. Do you know

t the other parent is currently doing?
Page 30 of 145
hly how much the other parent earns ANNUALLY? This is

or income tax, National Insurance, and so on (i.e. NOT the
mount he/she may actually receive).
ext - responses have been grouped for presentational purposes
Cumulative
Frequency
17
18
26
48
86
123
158
192
206
218
223
247
248
251
1,015
Cumulative
Percent
2
2
3
5
8
12
16
19
20
21
22
24
24
25
100
Cumulative
Frequency
Cumulative
Percent
veys take slightly different routes (as described above).

ndents about domestic violence prior to the questions on charging
ks about domestic violence after questions on charging .
ions about the domestic violence charging exemption (q53, q54, q55 and q56)
ve question but can you tell me if you have experienced

e in your previous relationship with the other parent?
ow much child maintenance you are supposed to receive?
Page 31 of 145
Page 32 of 145
do you think you should receive this payment?

Cumulative
Frequency
Cumulative
Percent
418
501
517
1,033
1,044
40
48
50
99
100
Cumulative
Frequency
713
872
1,016
1,044
Cumulative
Percent
68
84
97
100
Cumulative
Frequency
64
116
143
162
180
183
185
267
338
Cumulative
Percent
19
34
42
48
53
54
55
79
100
ch child maintenance do you actually receive?
u do not receive any child maintenance. Why is this?
Page 33 of 145
magine a situation where the CSA contacts you and tells

se all child maintenance cases including yours in order to
s point you will be given a choice to either apply to the CSA
e their more efficient service, with a new calculation.
would be to make an arrangement outside of the CSA.
to quickly explain what these choices would be.
ngement OUTSIDE OF THE CSA could be:
nt (sometimes called a private or voluntary arrangement):

and frequency of support without involving the CSA. This
pport or other forms of support such as sharing the care of
e child(ren). It is not legally binding.
y set up during divorce proceedings. This is legally binding.
ust to remind you of the CSA choices:
he CSA calculates payment due, but payment and collection

nts to arrange and monitor. This is legally binding.
ction: the CSA calculates the payment due and arranges for
ollected, through legal means if necessary.
ifferent arrangement choices discussed above, which

ns would you be most likely to prefer?
Cumulative
Frequency
128
219
1,331
1,417
1,459
1,527
Cumulative
Percent
8
14
87
93
96
100
Page 34 of 145
n or support would most help you to make your choice?

Cumulative
Frequency
12
18
19
32
33
34
37
42
47
54
65
75
128
Cumulative
Percent
9
14
15
25
26
27
29
33
37
42
51
59
100
Page 35 of 145
is a service separate to the CSA which would

n of the amount of maintenance you should receive from your expartner.
be charged 25 up front to use this service.
how likely do you think you would be to use this service?
Cumulative
Frequency
14
37
48
67
123
128
Cumulative
Percent
11
29
38
52
96
100
Cumulative
Frequency
26
38
40
43
48
Cumulative
Percent
54
79
83
90
100
helping you to consider putting in place a family-based arrangement?
ou would not consider a family-based arrangement?
Page 36 of 145
is the MAIN reason that you would not consider a family-based arrangement?
Cumulative
Frequency
2
40
41
65
78
85
86
Cumulative
Percent
2
47
48
76
91
99
100
ation or support would help you make your choices?
Page 37 of 145
nformation and support you just mentioned would help you

the most to make this choice?
Cumulative
Frequency
3
32
38
39
41
47
57
61
69
70
86
Cumulative
Percent
3
37
44
45
48
55
66
71
80
81
100
Cumulative
Frequency
20
30
39
47
82
86
Cumulative
Percent
23
35
45
55
95
100

n of the amount of maintenance you should receive from your ex partner.
Page 38 of 145

Cumulative
Frequency
3
8
9
34
39
Cumulative
Percent
8
21
23
87
100
ou would not consider a family-based arrangement?
Page 39 of 145
is the MAIN reason that you would not consider a family-based arrangement?
Cumulative
Frequency
40
567
569
573
638
704
903
999
1,016
1,040
1,114
1,185
1,203
Cumulative
Percent
3
47
47
48
53
59
75
83
84
86
93
99
100
Page 40 of 145
support you just mentioned would help you the most to make this choice?
Cumulative
Frequency
122
678
745
749
770
793
830
831
853
1,067
1,089
1,100
1,116
1,120
1,271
Cumulative
Percent
10
53
59
59
61
62
65
65
67
84
86
87
88
88
100
Cumulative
Frequency
217
432
535
677
1,186
1,271
Cumulative
Percent
17
34
42
53
93
100

Page 41 of 145

Cumulative
Frequency
49
127
178
498
535
Cumulative
Percent
9
24
33
93
100
Cumulative
Frequency
6
8
10
16
18
25
30
33
40
42
Cumulative
Percent
14
19
24
38
43
60
71
79
95
100
why would you not have an arrangement at all?
ioned is the MAIN reason that you would not have an arrangement at all?
Page 42 of 145
Page 43 of 145
support you just mentioned would help you the most to make this choice?
Cumulative
Frequency
2
3
4
5
8
18
42
Cumulative
Percent
5
7
10
12
19
43
100
Cumulative
Frequency
1
2
4
40
42
Cumulative
Percent
2
5
10
95
100

Page 44 of 145

Cumulative
Frequency
1
2
Cumulative
Percent
50
100
Cumulative
Frequency
126
267
378
562
1,184
1,271
Cumulative
Percent
10
21
30
44
93
100
Cumulative
Frequency
132
252
367
758
806
Cumulative
Percent
16
31
46
94
100
ng of the same situation as before that

he CSA closes your case and you
gain or make a different arrangement outside of the CSA
ne that you were charged for using the CSA and tell me if you
would continue to use it or not.
hat to continue to use the CSA, you would be charged 100 upfront
service. Based on the amount of maintenance you
ow likely do you think you would continue to use the CSA?
n I ask why you would not pay the 100?
Page 45 of 145
hat to continue to use the CSA, you would be charged 50 upfront

service. Based on the amount of maintenance you
Cumulative
Frequency
20
150
273
443
928
1,003
Cumulative
Percent
2
15
27
44
93
100
Cumulative
Frequency
140
247
342
618
655
Cumulative
Percent
21
38
52
94
100
Cumulative
Frequency
20
132
254
377
793
853
Cumulative
Percent
2
15
30
44
93
100
n I ask why you would not pay the 50?
nue to use the CSA, you would be charged 50, but 20 had to be paid up front
d in instalments.. Based on the amount of maintenance you
Page 46 of 145
hy you would not pay the 50 (with 20 up-front)?

Cumulative
Frequency
137
240
327
509
539
Cumulative
Percent
25
45
61
94
100
Cumulative
Frequency
88
249
447
471
721
Cumulative
Percent
12
35
62
65
100
Cumulative
Frequency
68
184
209
273
Cumulative
Percent
25
67
77
100
Cumulative
Frequency
Cumulative
Percent
native arrangement through one of the following instead?
er parent would agree to this alternative arrangement?
whether the respondent previously said CSA Maintenance Direct or

Calculation arrangement
Page 47 of 145
re randomly divided into two groups, the first group were asked
pplication charging, the second group were asked about collection charging
ons only applied to respondents who wanted to use the new statutory scheme (q17)
imagine the same situation where you were charged to

through the CSA. IN ADDITION, the CSA would charge you
mount for collecting these payments and making sure the
example, if your maintenance amount was 20 a week you
e the collection service. So you would actually receive 18.
y would you be use the collection service?
Cumulative
Frequency
90
221
266
349
527
567
Cumulative
Percent
16
39
47
62
93
100
Cumulative
Frequency
153
273
323
390
564
608
Cumulative
Percent
25
45
53
64
93
100
Cumulative
Frequency
182
291
340
453
502
Cumulative
Percent
36
58
68
90
100
to imagine a different situation, where you were NOT

application through the CSA. But INSTEAD, the CSA would
ntenance amount for collecting these payments and making
. So for example, if your maintenance amount was 20 you
e the collection service. So you would actually receive 18.
y would you be use the collection service?
dnt you want to pay the collection charge?
Page 48 of 145
ollection charge, you could use Maintenance Direct for free.

y would you be to use Maintenance Direct?
Cumulative
Frequency
85
231
285
409
1,113
1,175
Cumulative
Percent
7
20
24
35
95
100
Cumulative
Frequency
411
594
640
643
746
828
Cumulative
Percent
50
72
77
78
90
100
Cumulative
Frequency
149
214
229
232
246
261
Cumulative
Percent
57
82
88
89
94
100
y wouldnt you use Maintenance Direct?
e just told me that you have experienced domestic

e you to imagine that you were exempt (did not have to pay)
to use the CSA but
equired to declare that you have been a victim of
estic violence during your application.
would you be to continue to use the CSA?
Page 49 of 145
why you would not continue to use the CSA?

Cumulative
Frequency
4
14
15
17
Cumulative
Percent
24
82
88
100
Cumulative
Frequency
2
4
8
12
17
Cumulative
Percent
12
24
47
71
100
Cumulative
Frequency
3
7
8
Cumulative
Percent
38
88
100
Cumulative
Frequency
58
1,517
1,527
Cumulative
Percent
4
99
100
be unlikely to continue to use the CSA. Do you think you

native arrangement through one of the following, instead?
u think the other parent would agree to

Gender (Ask or record)
Page 50 of 145

Cumulative
Frequency
1,333
1,346
1,388
1,420
1,422
1,441
1,492
1,527
Cumulative
Percent
87
88
91
93
93
94
98
100
Cumulative
Frequency
280
1,483
1,527
Cumulative
Percent
18
97
100
Cumulative
Frequency
756
879
1,123
1,323
1,347
1,379
1,386
1,449
1,459
1,495
1,498
1,527
Cumulative
Percent
50
58
74
87
88
90
91
95
96
98
98
100
ny long-standing illness, disability or infirmity?
ow like to ask about your own work status.

Are you currently...?
Page 51 of 145
h of these types or income you receive (apart from child

maintenance).
w roughly how much you earn ANNUALLY? This is

or income tax, National Insurance, and so on (i.e. NOT the
unt you/he/she may actually receive).
ext - responses have been grouped for presentational purposes
Cumulative
Frequency
21
69
266
381
444
484
514
530
542
548
551
556
557
560
715
Cumulative
Percent
3
10
37
53
62
68
72
74
76
77
77
78
78
78
100
add your answers to other information they may hold on

on in this way will help develop an improved service. This
or research and analysis purposes only and your personal
kept completely confidential. DO YOU AGREE?
Page 52 of 145
Cumulative
Frequency
1470
1527
Cumulative
Percent
96
100
Cumulative
Frequency
1475
1527
Cumulative
Percent
97
100
act you again at some point in the future to find out how
are getting on with your arrangement?
Page 53 of 145
New PWC CSA Applicants questionnaire: 986 respondents

Tabulated questionnaire results
There were two structural variations on the New PWC CSA Applicants questionnaire - the respondents were divided randomly between the two questionnaires. The only difference between the two is that the first questionna
question asking whether the PWC had experienced domestic violence prior to any questions relating to charging, and the second has this question after the questions relating to charging. Questionnaire two then has further
about whether the PWC would declare the domestic violence in order to be exempt from the application charge (and other related questions).
The below tables show the combined raw survey results from the two surveys / questionnaires. Where there are two question numbers recorded underneath the actual question (e.g. q24 / q38) these refer to the different que
numbers in questionnaire one and questionnaire two respectively.
The questionnaire should take approximately 15 minutes to complete. Your answers will be treated in the strictest confidence and in
accordance with the Data Protection Act. The findings of this research study will not identify you or your family. Your decision about whether to
take part in this research will not affect your CSA application or any other child maintenance arrangement you make, either now or in the
future.
Please can you confirm that you have recently made an application to the CSA?
q2
Frequency
Percent
Yes
986
100
q3
Please can you confirm whether you have received your maintenance calculation
from the CSA yet?
Frequency
Yes
No
97
889
New PWC CSA Applicants Survey
Percent
10
90
Cumulative
Frequency
986
Cumulative
Frequency
97
986
Page 54 of 145
q4
Frequency
Percent

Once a week
Once a month
A few times a year
Never
Do not wish to say
57
97
141
91
75
52
33
438
2
6
10
14
9
8
5
3
44
0
Cumulative
Frequency
57
154
295
386
461
513
546
984
986
Can I just ask - when did your relationship with the other parent come to an end?
q5
Frequency
Percent
Less than a year ago

Between 1 and 3 years ago
Between 4 and 5 years ago
Over 5 years ago
Were never a couple
343
381
58
184
20
35
39
6
19
2
Cumulative
Frequency
343
724
782
966
986
q6
Frequency
Percent
Very friendly
Quite friendly
Not very friendly
Not at all friendly
28
100
82
212
128
401
35
3
10
8
22
13
41
4
Cumulative
Frequency
28
128
210
422
550
951
986
Page 55 of 145
Can I just check, which of these best describes the relationship

that you once had with the other parent?
q7
Frequency
Percent

We are still a couple, but we dont live together
Not a couple
377
6
345
211
7
40
38
1
35
21
1
4
Cumulative
Frequency
377
383
728
939
946
986
How would you describe your relationship with the other parent now?
q8
Frequency
Percent
Very friendly
Quite friendly
Not very friendly
Not at all friendly
10
67
126
95
109
288
291
1
7
13
10
11
29
30
Cumulative
Frequency
10
77
203
298
407
695
986
I would now like to ask about the other parent's work status.
Do you know what the other parent is currently doing?
q9
Frequency
Percent

Caring for a sick, elderly or disabled
Other (specify)
Don't know
743
11
97
1
1
3
12
118
75
1
10
0
0
0
1
12
Cumulative
Frequency
743
754
851
852
853
856
868
986
Page 56 of 145
And do you know roughly how much the other parent earns ANNUALLY?
This is BEFORE any deductions for income tax, National Insurance,
and so on (i.e. NOT the amount he/she may actually receive)?
q10
Frequency
Percent
Cumulative
a. Under 2,500
b. 2,500 - 4,999
c. 5,000 - 9,999
d. 10,000 - 14,999
e. 15,000 - 19,999
f. 20,000 - 24,999
g. 25,000 - 29,999
h. 30,000 - 34,999
i. 35,000 - 39,999
j. 40,000 - 44,999
k. 45,000 - 49,999
l. 50,000 - 74,999
m. 75,000 - 99,999
n. 100,000 or more
o. Don't know
2
1
16
60
80
69
62
27
25
20
11
24
4
9
344
0
0
2
8
11
9
8
4
3
3
1
3
1
1
46
Frequency
2
3
19
79
159
228
290
317
342
362
373
397
401
410
754
q11
Frequency
Percent
1. My relationship with the other parent ended some time ago and I have had no arrangement in place
2. I had a previous family based (private) arrangement which came to an end
3. Other
4. My relationship with the other parent ended recently and I need to make an arrangement for child support
5. I had a disagreement with the other parent
6. The other parent has recently re-partnered
7. I had a previous court arrangement which came to an end
8. I had a previous shared-care arrangement which came to an end
9. Because it will no longer affect my benefit entitlements/I can keep all of my child maintenance
10. Because the other parent decided to make a CSA application
11. Dont know
355
325
192
160
38
12
10
8
6
5
3
36
33
19
16
4
1
1
1
1
1
0
Asked of respondents who said the other parent was working (q9)
Please could you tell me why you have come to the CSA now?
Page 57 of 145
And may I ask why this arrangement came to an end?

q12
Frequency
Percent
The other parent did not make a payment/stopped paying

The payments were not (always) on time/delays
The amount was not fair/not enough
Other
I had a disagreement with the other parent
I wanted a new/different arrangement
I wanted a formal arrangement to be put in place by a third party
I did not want any further contact with the other parent
The other parent was violent towards me and/or threatened me
The other parent did not want any further contact with me/my child/ren
The other parent no longe wanted to share child-care arrangements
The court order was completed
Dont know
I did not want my child(ren) to have any further contact with the other parent
I had problems with the solicitor/court process
243
78
57
45
35
33
27
10
4
3
3
3
3
2
2
71
23
17
13
10
10
8
3
1
1
1
1
1
1
1
q13
Frequency
Percent
None of these
Solicitor
Child Maintenance Options (telephone or website)
Jobcentre Plus/New Deal for Lone Parents Adviser
Other person (specify)
Citizens Advice Bureau (CAB)
Other organisation (specify)
Social services or social worker
Support group including One Parent Families, Fathers Advice, Gingerbread
Parenting help-line incuding Family Mediation Help-line
Health visitor/ GP
Dont know/Can't remember
Children and Family Court Advisory and Support Service (CAFCASS)
Relate
598
149
105
62
60
38
27
17
10
4
4
4
2
1
61
15
11
6
6
4
3
2
1
0
0
0
0
0
Asked of respondents who answered 2, 7 or 8 to q11

Before you contacted the CSA did you have contact with any people or organisations
to discuss any issues relating to your child maintenance?
Page 58 of 145
Did you know that there is a government agency called Child Maintenance
Options that gives impartial information and support to separated parents about child
maintenance?
q14
Frequency
Percent
Cumulative
Yes
No
143
738
16
84
Frequency
143
881
Not asked of respondents who already said they had contacted Options (q13)
Is there any particular reason why you chose not to telephone CM Options or use the CM Options website?
q15
Frequency
Percent
I was already aware of my child maintenance options

I didnt think CM Options could help me
No particular reason
Other (specify)
Dont know
43
17
31
40
12
30
12
22
28
8
Cumulative
Frequency
43
60
91
131
143
Asked of respondents who said they knew about Options (q14) [but indicated they hadn't been in contact with Options (q13)]
Please could you tell me how your initial contact with the CSA came about?
q16
Frequency
Percent
I telephoned the CSA myself

I was directed to the CSA by the Child Maintenance Options Service
The CSA contacted me
I was directed to the CSA by another organisation (specify)
Other (specify)
Dont know
Cant remember
730
48
32
18
156
1
1
74
5
3
2
16
0
0
Cumulative
Frequency
730
778
810
828
984
985
986
Page 59 of 145
And where did you get the telephone number for the CSA from?
q17
Frequency
Percent
a. a search engine (i.e. Google or Yahoo)

b. another website (specify)
c. friends or family
d. Jobcentre Plus
e. or was it from some other source? (specify)
f. the CM Options telephone service
g. the CM Options website
h. community or legal advice or information
i. HMRC (HM Revenue and Customs)
j. an advert
k. a leaflet or poster elsewhere
l. Cant remember
m. Dont know
348
28
127
83
77
28
5
12
2
1
5
8
6
48
4
17
11
11
4
1
2
0
0
1
1
1
Cumulative
Frequency
348
376
503
586
663
691
696
708
710
711
716
724
730
Asked of respondents who telephoned the CSA directly (option 1, q16)
I appreciate you have already told us this, but please can you confirm how you asked the CSA for your payments to be made?
q18
Frequency
Percent
via the CSA

By Maintenance Direct
Don't know
784
129
73
80
13
7
Cumulative
Frequency
784
913
986
How much child maintenance do YOU think you should receive from the other
parent?
q19 (derived weekly amount - using answers from q19 and q20)
Frequency
Percent
Don't know
a. <20 (including nil amount)
b. 20-45
c. >45
423
79
175
309
43
8
18
31
Cumulative
Frequency
423
502
677
986
And how often do YOU think you should receive this payment?
q20
Frequency
Percent
Every week
Every two weeks
Every four weeks
Per calendar month
Other period
345
5
3
204
1
62
1
1
37
0
Cumulative
Frequency
345
350
353
557
558
Asked of respondents who had a specific (non-zero) expected maintenance amount (q19)
Page 60 of 145
And how have you come to decide that the other parent should pay this amount?
q21
Frequency
Percent
My own personal view

I used the calculator on the CSA website
This is the amount I need to support my children
I received an estimated calculation during a telephone conversation with the CSA
From discussions with friends/family
I used a calculator on another website (specify)
I received a calculation from another organisation (specify)
Dont know
I used the calculator on the CM Options website
Other (specify)
199
96
89
70
18
5
4
4
1
91
36
17
16
13
3
1
1
1
0
16
Asked of respondents who had a specific (non-zero) expected maintenance amount (q19)
And how much do you think the other parent will pay?
q22
Frequency
Percent
All of it
Some of it
None of it
Don't know
144
113
138
162
26
20
25
29
q23
Frequency
Percent
He/she never paid child maintenance in the past

He/she told me that won't pay CM
Other (specify reason why)
Don't know
His/her income is too low
He/she is a student
57
52
52
6
4
1
41
38
38
4
3
1
Cumulative
Frequency
144
257
395
557
And why do you think that you wont receive any child maintenance?
Asked of respondents who said they would receive 'None of it' in q22
Page 61 of 145
I realise this is a sensitive question but can you tell me if you have experienced
any violence or abuse in your previous relationship with the other parent?
(For half the respondents - questionnaire one - this question was asked after charging,
for the other half - questionnaire two - it was asked before charging-related questions)
q24 / q38
Asked before
charging:
Percent
Asked after charging:

Percent
Yes
No
Do not wish to say
51
48
1
49
47
4
I would now like you to imagine that you were charged 100 upfront
to make an application through the CSA.
How likely would you be to make an application through the CSA?
q25 / q24
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
188
130
97
111
418
42
19
13
10
11
42
4
Cumulative
Frequency
188
318
415
526
944
986
And can I ask why you would not pay 100 to make a CSA application?
q26 / q25
Frequency
Percent

Not financially worth it (DO NOT PROMPT)
Other (specify)
62
56
29
335
47
12
11
5
63
9
Cumulative
Frequency
62
118
147
482
529
Asked of respondents who answered 'not very likely' or 'not at all likely' to q25
Page 62 of 145
I would now like you to imagine that you were charged 50 upfront
q27 / q26
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
29
161
85
88
275
30
4
24
13
13
41
4
Cumulative
Frequency
29
190
275
363
638
668
Asked of respondents who answered 'depends', 'not very likely' , 'not at all likely' or 'don't know' to q25
q28 / q27
Frequency
Percent

Other (specify)
61
48
21
206
27
17
13
6
57
7
Cumulative
Frequency
61
109
130
336
363
I would now like you to imagine that you were charged 50 (with 20 up front)
q29 / q28
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
28
150
56
43
174
27
6
31
12
9
36
6
Cumulative
Frequency
28
178
234
277
451
478
And can I ask why you would not pay 50 (with 20 up-front) to make a CSA application?
q30 / q29
Frequency
Percent

Too expensive/I cant afford 50 even in instalments
60
48
15
70
28
22
7
32
Cumulative
Frequency
60
108
123
193
Page 63 of 145
Other (specify)
24
11
217
Page 64 of 145
I would now like you to imagine that you were charged 25 up front
q31 / q30
Frequency
Percent
Cumulative
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
4
30
48
35
159
24
1
10
16
12
53
8
Frequency
4
34
82
117
276
300
q32 / q31
Frequency
Percent

Not financially worth it (DO NOT PROMPT)
Other (specify)
54
44
10
62
24
28
23
5
32
12
Cumulative
Frequency
54
98
108
170
194
You told me that you would not make an application if you were charged to use
the CSA. Please could you tell me whether you would make an alternative arrangement
through one of the following instead?
q33 / q32
Frequency
Percent
Family based (private arrangement)

Court arrangement
No alternative arrangement
Other
Dont know
41
82
82
15
46
15
31
31
6
17
Cumulative
Frequency
41
123
205
220
266
Page 65 of 145

q34 / q33
Frequency
Percent
Yes
No
Depends
Dont know
45
44
19
30
33
32
14
22
Cumulative
Frequency
45
89
108
138
Asked of respondents who answered 'Family-based arrangement', 'Court arrangement' or 'Other' to q33
At this point, respondents were randomly divided into two groups, the first group were asked about collection charging in addition to application charging, the second group were asked about collection charging INSTEAD of
charging.
Now I would like you to imagine the same situation where you were charged to
process your application through the CSA. IN ADDITION, the CSA would charge you
10% of the maintenance amount for collecting these payments and making sure the
other parent pays. So for example, if your maintenance amount was 20 a week you
q35 / q34 (random group A)
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Don't know
121
127
34
40
160
17
24
25
7
8
32
3
Cumulative
Frequency
121
248
282
322
482
499
Page 66 of 145
Now I would like you to imagine a different situation, where you were NOT
charged to process your application through the CSA. But INSTEAD, the CSA would
charge you 10% of the maintenance amount for collecting these payments and making
sure the other parent pays. So for example, if your maintenance amount was 20 you
Frequency
Percent
Cumulative
150
127
29
40
123
18
31
26
6
8
25
4
Frequency
150
277
306
346
469
487
q36 / 35
Frequency
Percent

I think the other parent should pay the collection charge
Not financially worth it (this answer was not prompted)
Too expensive/cant afford it
Other (specify)
140
99
13
45
66
39
27
4
12
18
q35 / q34 (random group B)

Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Don't know
Why wouldnt you want to pay the collection charge?

Cumulative
Frequency
140
239
252
297
363
And would you make an alternative arrangement through one of the following?
q37 / q36
Frequency
Percent

Court arrangement
Dont know
Other (specify)
94
134
41
80
14
26
37
11
22
4
Cumulative
Frequency
94
228
269
349
363
Page 67 of 145

q38 / q37
Frequency
Percent
Yes
No
Depends
Dont know
82
69
36
55
34
29
15
23
Cumulative
Frequency
82
151
187
242
Now, as you have just told me that you have experienced domestic violence, I
would like you to imagine that you were exempt from the CSA application charge, but
you would be required to declare that you have been a victim of domestic violence
during your application. How likely would you be to put an application for maintenance
through the CSA?
Only asked of PWCs in questionnaire two (see top) who were asked about the
question about domestic violence after the charging questions
Frequency
Percent
Highly likely
Fairly likely
Depends
Not very likely
Not at all likely
Dont know
147
36
13
7
19
16
62
15
5
3
8
7
Cumulative
Frequency
147
183
196
203
222
238
And can I ask why you would not process your application?
Frequency
Percent

I dont want to declare that I have been a victim of domestic violence to the CSA
I fear this might cause problems with the other parent
Other (specify)
6
8
4
8
23
31
15
31
Cumulative
Frequency
6
14
18
26
Would you make an alternative arrangement through one of the following?

Frequency
Court arrangement
Dont know
Other
5
8
4
4
5
Percent
19
31
15
15
19
Cumulative
Frequency
5
13
17
21
26
Page 68 of 145

Frequency
Percent
Yes
No
Depends
Dont know
4
4
5
5
22
22
28
28
q39 / q43
Frequency
Percent
Female
Male
Do not wish to say
940
45
1
95
5
0
q40 / q44
Frequency
Percent
18. - 24
25. - 34
35. - 50
Over 50
245
340
375
23
25
35
38
2
q41 / q45
Frequency
Percent
White British
White European
Chinese
Mixed
Other ethnic group (please specify)
Do not wish to say
781
35
61
22
1
26
57
3
79
4
6
2
0
3
6
0
Cumulative
Frequency
4
8
13
18
Gender
Cumulative
Frequency
940
985
986
Can I just check how old were you at your

last birthday?
Cumulative
Frequency
245
585
960
983
Cumulative
Frequency
781
816
877
899
900
926
983
986
Page 69 of 145
Do you have any longstanding

illness, disability or infirmity? By 'longstanding' I
mean anything that has troubled you over a period of at least 12 months or that is likely
to affect you over a period of at least 12 months.
q42 / q46
Frequency
Percent
Yes
No
149
837
15
85
Cumulative
Frequency
149
986
I would now like to ask about your own work status. Are you currently...?
q43 / q47
Frequency
Percent
a. Working 16. or more hours per week

b. Working fewer than 16. hours per week
c. Unemployed/on benefits and seeking work
d. Looking after the home or family
e. Caring for a sick, elderly or disabled person
f. Full time education/at school
g. On a training scheme,
h. Sick/disabled (6. months or longer)
i. Sick/disabled (up to 6. months)
j. Other (please specify)
k. Retired
l. Dont know
360
55
304
157
12
31
7
20
6
30
2
2
37
6
31
16
1
3
1
2
1
3
0
0
Cumulative
Frequency
360
415
719
876
888
919
926
946
952
982
984
986
And please tell me which of these types or income you receive (apart from child maintenance)
q44 / q48
Frequency
Percent
Child benefit
Child Tax Credit
Income Support
No source of income
Do not wish to say
955
839
522
391
390
288
67
52
45
17
1
3
97
85
53
40
40
29
7
5
5
2
0
0
Page 70 of 145
And how much do you earn from this employment ANNUALLY? This is BEFORE
any deductions for income tax, National Insurance, and so on (i.e. NOT the amount you
actually receive).
q45 / q49
Frequency
Percent
a. Under 2,500
b. 2,500 - 4,999
c. 5,000 - 9,999
d. 10,000 - 14,999
e. 15,000 - 19,999
f. 20,000 - 24,999
g. 25,000 - 29,999
h. 30,000 - 34,999
i. 35,000 - 39,999
j. 45,000 - 49,999
k. 50,000 - 74,999
l. Do not wish to say
m. Don't know
9
30
135
68
36
29
17
21
7
1
3
12
23
2
8
35
17
9
7
4
5
2
0
1
3
6
Cumulative
Frequency
9
39
174
242
278
307
324
345
352
353
356
368
391
Asked of respondents who said they had income from employment (q44)
q46 / q50
Frequency
Percent
Yes
No
970
16
98
2
Cumulative
Frequency
970
986
q47 / q51
Frequency
Percent
Yes
No
977
9
99
1
Cumulative
Frequency
977
986
Page 71 of 145
pondents
ere divided randomly between the two questionnaires. The only difference between the two is that the first questionnaire has the
arging, and the second has this question after the questions relating to charging. Questionnaire two then has further questions
harge (and other related questions).
re are two question numbers recorded underneath the actual question (e.g. q24 / q38) these refer to the different question
hering feedback to help improve the services we are offering to our clients.
es to complete. Your answers will be treated in the strictest confidence and in

research study will not identify you or your family. Your decision about whether to
ion or any other child maintenance arrangement you make, either now or in the
future.
you have recently made an application to the CSA?

Cumulative
Percent
100
her you have received your maintenance calculation

from the CSA yet?
Cumulative
Percent
10
100
Page 72 of 145
l, are you currently in contact with the other parent?

Cumulative
Percent
6
16
30
39
47
52
55
100
100
relationship with the other parent come to an end?

Cumulative
Percent
35
73
79
98
100
nship with the other parent at the time of the separation?

Cumulative
Percent
3
13
21
43
56
96
100
Page 73 of 145
ch of these best describes the relationship

once had with the other parent?
Cumulative
Percent
38
39
74
95
96
100
your relationship with the other parent now?

Cumulative
Percent
1
8
21
30
41
70
100
ask about the other parent's work status.

at the other parent is currently doing?
Cumulative
Percent
75
76
86
86
87
87
88
100
Page 74 of 145
how much the other parent earns ANNUALLY?

ductions for income tax, National Insurance,
the amount he/she may actually receive)?
Cumulative
Percent
0
0
3
10
21
30
38
42
45
48
49
53
53
54
100
Page 75 of 145
Page 76 of 145
a government agency called Child Maintenance

rmation and support to separated parents about child
maintenance?
Cumulative
Percent
16
100
se not to telephone CM Options or use the CM Options website?

Cumulative
Percent
30
42
64
92
100
ow your initial contact with the CSA came about?

Cumulative
Percent
74
79
82
84
100
100
100
Page 77 of 145
et the telephone number for the CSA from?

Cumulative
Percent
48
52
69
80
91
95
95
97
97
97
98
99
100
e can you confirm how you asked the CSA for your payments to be made?
Cumulative
Percent
80
93
100
e do YOU think you should receive from the other

parent?
Cumulative
Percent
43
51
69
100
OU think you should receive this payment?

Cumulative
Percent
62
63
63
100
100
Page 78 of 145
do you think the other parent will pay?

Cumulative
Percent
26
46
71
100
Page 79 of 145
imagine that you were charged 100 upfront

n application through the CSA.
be to make an application through the CSA?
Cumulative
Percent
19
32
42
53
96
100
ould not pay 100 to make a CSA application?

Cumulative
Percent
12
22
28
91
100
Page 80 of 145
o imagine that you were charged 50 upfront

Cumulative
Percent
4
28
41
54
96
100
would not pay 50 to make a CSA application?

Cumulative
Percent
17
30
36
93
100
gine that you were charged 50 (with 20 up front)

an application through the CSA.
Cumulative
Percent
6
37
49
58
94
100
pay 50 (with 20 up-front) to make a CSA application?

Cumulative
Percent
28
50
57
89
Page 81 of 145
100
Page 82 of 145
imagine that you were charged 25 up front

Cumulative
Percent
1
11
27
39
92
100
would not pay 25 to make a CSA application?

Cumulative
Percent
28
51
56
88
100
not make an application if you were charged to use

e whether you would make an alternative arrangement
one of the following instead?
Cumulative
Percent
15
46
77
83
100
Page 83 of 145
k the other parent would agree to

alternative arrangement?
Cumulative
Percent
33
64
78
100
ion charging in addition to application charging, the second group were asked about collection charging INSTEAD of application
charging.
ine the same situation where you were charged to

gh the CSA. IN ADDITION, the CSA would charge you
nt for collecting these payments and making sure the
ple, if your maintenance amount was 20 a week you
collection service. So you would actually receive 18.
ld you be use the collection service?
Cumulative
Percent
24
50
57
65
97
100
Page 84 of 145
agine a different situation, where you were NOT

ation through the CSA. But INSTEAD, the CSA would
nce amount for collecting these payments and making
or example, if your maintenance amount was 20 you
collection service. So you would actually receive 18.
ld you be use the collection service?
Cumulative
Percent
31
57
63
71
96
100
ou want to pay the collection charge?

Cumulative
Percent
39
66
69
82
100
rnative arrangement through one of the following?

Cumulative
Percent
26
63
74
96
100
Page 85 of 145

Cumulative
Percent
34
62
77
100
me that you have experienced domestic violence, I

ou were exempt from the CSA application charge, but
are that you have been a victim of domestic violence
ely would you be to put an application for maintenance
through the CSA?
stionnaire two (see top) who were asked about the
mestic violence after the charging questions
Cumulative
Percent
62
77
82
85
93
100
you would not process your application?

Cumulative
Percent
23
54
69
100
ative arrangement through one of the following?

Cumulative
Percent
19
50
65
81
100
Page 86 of 145

Cumulative
Percent
22
44
72
100
Gender
Cumulative
Percent
95
100
100
check how old were you at your

last birthday?
Cumulative
Percent
25
60
98
100
at is your ethnic group?

Cumulative
Percent
79
83
89
91
91
94
100
100
Page 87 of 145
ou have any longstanding

lity or infirmity? By 'longstanding' I
you over a period of at least 12 months or that is likely
over a period of at least 12 months.
Cumulative
Percent
15
100
bout your own work status. Are you currently...?

Cumulative
Percent
37
42
73
89
90
93
94
96
97
100
100
100
pes or income you receive (apart from child maintenance)
Page 88 of 145
rom this employment ANNUALLY? This is BEFORE

National Insurance, and so on (i.e. NOT the amount you
actually receive).
Cumulative
Percent
2
10
45
62
71
79
83
88
90
90
91
94
100
our answers to other information they may hold on

this way will help develop an improved service. This
earch and analysis purposes only and your personal
completely confidential. DO YOU AGREE?
Cumulative
Percent
98
100
u again at some point in the future to find out how

tting on with your arrangement?
Cumulative
Percent
99
100
Page 89 of 145
CSA NRPs survey: 1,334 respondents

Survey starts at question 9. Questions on the form prior to this point are primiarily for administrative purposes where the interviewer records such information as whether the client is eligible and willing to pa
Can you confirm that you have a case with the Child Support Agency?
q9
Frequency
Percent
Yes
1,334
100
q10
Frequency
Percent
Less than 1 year

Between 1 and 3 years
Between 4 and 5 years
More than 5 years
Were never a couple
Other
42
268
186
769
61
8
3
20
14
58
5
1
q11
Frequency
Percent

Two or three times a week
Once a week
Once a month
A few times a year
Once a year or less
Never
Do not wish to say
103
221
318
122
99
80
23
354
14
8
17
24
9
7
6
2
27
1
How long has it been since you and the other parent separated?
When the CSA first contacted you, how often were you and the other parent in
contact?
CSA NRP Survey
Page 90 of 145
When the CSA first contacted you, how would you describe your relationship with
the other parent?
q12
Frequency
Percent
Very friendly
Quite friendly
Neither friendly nor unfriendly
Not very friendly
Not at all friendly
No contact with the other parent at the time
Do not wish to say
60
284
171
362
235
214
8
4
21
13
27
18
16
1
q13
Frequency
Percent

Two or three times a week
Once a week
Once a month
A few times a year
Never
Do not wish to say
66
154
192
103
98
111
41
565
4
5
12
14
8
7
8
3
42
0
q14
Frequency
Percent
Very friendly
Quite friendly
Neither friendly nor unfriendly
Not very friendly
Not at all friendly
Do not wish to say
95
297
205
194
169
362
12
7
22
15
15
13
27
1
And how often are you and the other parent in contact now?
CSA NRP Survey
Page 91 of 145
What would you say is

the main reason for the change in your relationship?
q15
Frequency
Percent
He/she is with a new partner

He/she no longer has issues with Drugs/alcohol
His/her financial circumstances have deteriorated
His/her financial circumstances have improved
I am with a new partner
I no longer have issues with drugs/alcohol
My financial circumstances have deteriorated
My financial circumstances have improved
We have become less emotional over time
Other
104
4
21
8
51
2
18
2
184
552
11
0
2
1
5
0
2
0
19
58
q16
Frequency
Percent
We have become less emotional over time

I am with a new partner
He/she is with a new partner
My financial circumstances have improved
His/her financial circumstances have improved
My financial circumstances have deteriorated
His/her financial circumstances have deteriorated
I no longer have issues with drugs/alcohol
He/she no longer has issues with Drugs/alcohol
Other
91
44
80
6
9
7
10
3
4
281
18
9
16
1
2
1
2
1
1
57
Do you provide any form of support for your children?

q17
Frequency
Percent
Yes
No
825
509
62
38
Asked where respondent indicates there has been a change in relationship (q12 vs. q14)
A large proportion of those who answered 'other' actually felt there had been no change in their relationship (despite answers to the earlier questions)
(ASK IF THE RELATIONSHIP HAS CHANGED) Any other reasons?
Asked where respondent indicates there has been a change in relationship (q12 vs. q14) - only if there is another reason
A large proportion of those who answered 'other' actually felt there had been no change in their relationship (despite answers to the earlier questions)
CSA NRP Survey
Page 92 of 145
Method of payment to the CSA

q18
Frequency
Percent
Cheque
Deduction from Benefits Order
Deduction from Earnings Order (enforced)
Deduction from Earnings Order (voluntary)
Direct Debit
Standing Order
Not currently paying (non compliant)
Not currently paying (no liability)
40
207
225
97
527
172
27
39
3
16
17
7
40
13
2
3
How long have you been paying by this method?

q19
Frequency
Percent
1 year or less
between 1 and 3 years
more than 3 years
600
335
399
45
25
30
q20
Frequency
Percent
I didn't know there were any other ways

I don't have a bank account with a direct debit/standing order facility
I don't have any kind of bank account
I set it up a long time ago and I haven't had any reason to change it
It's done automatically so there's no chance of me forgetting
Other
The CSA made the decision because I had missed payments
61
6
6
263
421
256
255
5
0
0
21
33
20
20
Responses have been grouped into the above categories
Why are you now using this method of payment?
Asked of respondents who were paying (q18)
CSA NRP Survey
Page 93 of 145
If you had the choice, how would you prefer to make payments?
q21
Frequency
Percent
Deduction from Benefits Order

Deduction from Earnings Order (enforced)
Deduction from Earnings Order (voluntary)
Direct Debit to the CSA
Direct Debit to the other parent
Direct to the other parent (cash/cheque)
Standing Order to the CSA
Standing Order to the other parent
Other
115
67
122
423
92
150
124
60
115
9
5
10
33
7
12
10
5
9
q22
Frequency
Percent
No
Yes
1,179
89
93
7
q24
Frequency
Percent
Calculation and Collection

Family-based arrangement
Maintenance Direct
675
505
154
51
38
12
If the other parent chose to stay with the CSA, but you could choose which service
to use, which would
q25 you choose?
Frequency
Percent
Calculation and Collection

Maintenance Direct
803
531
60
40
Has anything changed in your personal circumstances that makes this method of
payment achievable now?
What has changed?

q23
Responses were captured in a free text field and therefore cannot be disclosed
Which of these options would you prefer, if you could choose what type of
arrangement you had?
CSA NRP Survey
Page 94 of 145
Now imagine there was a 25% charge for using the CSA to collect payments, in other
words if your basic maintenance payment was 100 a month, you would pay a total of
125 to the CSA, 100 would go to the other parent and the CSA would keep 25 as a
collection charge. If that was the case, which would you choose?
q26
Frequency
Percent
Collection through the CSA

Maintenance Direct
149
1,185
11
89
And if the CSA charged the other parent 10%, so they received 90 from your 125,
which would you choose?
q27
Frequency
Percent

Maintenance Direct
179
1,155
13
87
If the CSA's fee was 15%, so for every 100 you paid to the other parent you would
pay another 15 to the CSA,
q28which would you choose?
Frequency
Percent

Maintenance Direct
167
1,167
13
87
q29
Frequency
Percent

Maintenance Direct
189
1,145
14
86
q30
Frequency
Percent

Maintenance Direct
290
1,044
22
78
q31
Frequency
Percent
272
20
If the CSA's fee was 5%, so for every 100 you paid to the other parent you would
pay another 5 to the CSA, which would you choose?
CSA NRP Survey
Page 95 of 145
Maintenance Direct
1,062
80

q32
Frequency
Percent
White British
White European
Chinese
Mixed
Other ethnic group
Do not wish to say
1,109
37
45
34
1
9
71
28
83
3
3
3
0
1
5
2
q33
Frequency
Percent
Yes
No
Do not wish to say
249
1,059
26
19
79
2
q34
Frequency
Percent
No
Yes
39
1,290
3
97
q35
Frequency
Percent
No
Yes
69
1,260
5
95
Do you have any longstanding

illness, disability or infirmity? (By "longstanding" I
mean anything that has troubled you over a period of at least 12 months or that is likely
to affect you over a period of at least as months
CSA NRP Survey
Page 96 of 145
purposes where the interviewer records such information as whether the client is eligible and willing to participate in the survey.
Cumulative
Frequency
1,334
Cumulative
Percent
100
Cumulative
Frequency
42
310
496
1,265
1,326
1,334
Cumulative
Percent
3
23
37
95
99
100
Cumulative
Cumulative
Frequency
103
324
642
764
863
943
966
1,320
1,334
Percent
8
24
48
57
65
71
72
99
100
CSA NRP Survey
Page 97 of 145
Cumulative
Cumulative
Frequency
60
344
515
877
1,112
1,326
1,334
Percent
4
26
39
66
83
99
100
Cumulative
Cumulative
Frequency
66
220
412
515
613
724
765
1,330
1,334
Percent
5
16
31
39
46
54
57
100
100
Cumulative
Frequency
95
392
597
791
960
1,322
1,334
Cumulative
Percent
7
29
45
59
72
99
100
CSA NRP Survey
Page 98 of 145
Cumulative
Frequency
104
108
129
137
188
190
208
210
394
946
Cumulative
Percent
11
11
14
14
20
20
22
22
42
100
Cumulative
Frequency
825
1,334
Cumulative
Percent
62
100
CSA NRP Survey
Page 99 of 145
Cumulative
Frequency
40
247
472
569
1,096
1,268
1,295
1,334
Cumulative
Percent
3
19
35
43
82
95
97
100
Cumulative
Frequency
600
935
1,334
Cumulative
Percent
45
70
100
Cumulative
Frequency
61
67
73
336
757
1,013
1,268
Cumulative
Percent
5
5
6
26
60
80
100
CSA NRP Survey
Page 100 of 145
Cumulative
Frequency
115
182
304
727
819
969
1,093
1,153
1,268
Cumulative
Percent
9
14
24
57
65
76
86
91
100
Cumulative
Frequency
1,179
1,268
Cumulative
Percent
93
100
Cumulative
Frequency
675
1,180
1,334
Cumulative
Percent
51
88
100
Cumulative
Frequency
803
1,334
Cumulative
Percent
60
100
CSA NRP Survey
Page 101 of 145
Cumulative
Frequency
149
1,334
Cumulative
Percent
11
100
Cumulative
Frequency
179
1,334
Cumulative
Percent
13
100
Cumulative
Cumulative
Frequency
167
1,334
Percent
13
100
Cumulative
Frequency
189
1,334
Cumulative
Percent
14
100
Cumulative
Frequency
290
1,334
Cumulative
Percent
22
100
Cumulative
Frequency
272
Cumulative
Percent
20
CSA NRP Survey
Page 102 of 145
1,334
100
Cumulative
Frequency
1,109
1,146
1,191
1,225
1,226
1,235
1,306
1,334
Cumulative
Percent
83
86
89
92
92
93
98
100
Cumulative
Cumulative
Frequency
249
1,308
1,334
Percent
19
98
100
Cumulative
Frequency
39
1,329
Cumulative
Percent
3
100
Cumulative
Frequency
69
1,329
Cumulative
Percent
5
100
CSA NRP Survey
Page 103 of 145
PWC Closed Cases Survey: 681 respondents

The questionnaire should take approximately 10 minutes to complete. Your answers will be treated in the strictest confidence and in
accordance with the Data Protection Act. The findings of this research study will not identify you or your family. Your decision about whether to
take part in this research will not affect your CSA application or any other child maintenance arrangement you make, either now or in the
future.
Is it OK if I go ahead and ask you a few questions?

q1
Frequency
Percent
Yes
681
100
NOTE TO INTERVIEWER:
Record whether application was cancelled / closed / withdrawn BEFORE or AFTER the PWC received a CSA calculation
q2
Frequency
Percent
AFTER receiving CSA calculation

BEFORE receiving CSA calculation
538
143
79
21
q3) Please can you confirm that you have previously contacted the CSA for child
maintenance, but your application was closed by the CSA/cancelled/withdrawn
BEFORE you received a calculation about what maintenance you would receive or any
payments?
or
q4) Please can you confirm that you have previously had a CSA case but in the last six
months you have contacted the CSA to cancel this/the CSA have closed this?
q3, q4
Frequency
Confirmed
681
Record when the CSA Application was made
q5
Frequency
Percent
Application made IN the last 6 months
239
35
PWC Closed Cases Survey
Page 104 of 145
Application made over 6 months ago
442
65
q6
Frequency
Percent
I had a previous family-based (private) arrangement which came to an end

I had a previous court arrangement which came to an end
I had a previous shared-care arrangement which came to an end
I only wanted a calculation
My relationship with the other parent had just ended and I needed to make an arrangement for child support
My relationship with the other parent ended some time ago and I had no arrangement in place
The other parent had recently re-partnered
Because the other parent decided to make a CSA application
44
2
2
10
52
69
4
18
10
1
18
1
1
4
22
29
2
8
4
0
36
2
2
15
1
1
q7
Frequency
Percent
The other parent did not make a payment / stopped paying

The payments were not (always) on time / delays
Other (specify)
Don't know
Don't want to say
26
5
5
6
1
4
2
2
1
1
54
10
10
13
2
8
4
4
2
2
I would like to start by asking you to think back to when you contacted the CSA about
this application that has been cancelled / withdrawn.
Please could you tell me why you came to the CSA then?
Because it no longer affected my benefit entitlements/I could keep all of my maintenance (BENEFIT DISREGARD)
Other (specify)
Don't know
Can't remember
Asked of respondents who came to CSA in last 6 months
And may I ask why this arrangement came to an end?
Asked of respondents who had an arrangement in q6 (the first 3 options above)

Page 105 of 145
Before you contacted the CSA did you have contact with any of the following people or organisations to discuss any issues relating to your child maintenance?
q8
Frequency
Percent
Child Maintenance Options (telephone or website)

Children and Family Court Advisory and Support Service (CAFCASS)
Citizens Advice Bureau (CAB)
Support group including One Parent Families, Father's Advice, Gingerbread
Parenting Help-line including Family Mediation Help-line
Solicitor
Health visitor / GP
Other person (specify)
Other organisation (specify)
None of these
Don't know / can't remember
19
13
1
8
3
3
3
23
2
7
3
163
3
8
5
0
3
1
1
1
10
1
3
1
68
1
q9
Frequency
Percent
Reconciled with ex-partner

I wasn't receiving any payments
I only wanted a calculation
Wanted to get the NRP to co-operate
NRP could not afford to pay child maintenance
We agreed to a family based arrangement instead
We agreed to a court based arrangement instead
Did not want a CSA arrangement any more
Did not want to receive child maintenance any more
Too many arguments with the NRP
Found out my ex-partner wasn't the father of my child/ren
The CSA didn't have enough details about the NRP
The CSA told me that they could not ask the NRP for maintenance as he now lives abroad
NRP put in a CSA application instead
Child no longer qualifies for maintenance through the CSA
Other [specify please write in a short description]
Don't know
Can't remember
40
44
3
11
16
193
6
64
12
19
23
1
17
8
7
158
132
15
3
6
6
0
2
2
28
1
9
2
3
3
0
2
1
1
23
19
2
0
Asked of respondents who made an application in the last six months (q5)
Can you tell me why your application was cancelled/withdrawn - either by you or the CSA?
Page 106 of 145
Thinking now about the SAME child(ren) that you made the cancelled CSA application for,
do you have a child maintenance arrangement in place now or are you in the process of setting one up?
q10
Frequency
Percent
No arrangement
Yes - another CSA arrangement
Yes - a court order
Yes - a family-based arrangement
411
65
9
196
60
10
1
29
q11
Frequency
Percent
Discussed it with ex-partner and agreed this was best

The other parent agreed to it because he/she didn'twant to have a CSA arrangement
Quicker and easier
I receive a higher payment
Best way of ensuring payments are made
It's more flexible we have more control over the amount paid
We don't have to rely on anyone else
More friendly
Less arguments with the other parent
More private: keep it between yourselves
Fairest arrangement
Best for both parents / keep both parents happy
Other (specify)
Don't know
Don't want to say
51
21
53
18
20
15
11
48
34
22
23
34
17
5
2
26
11
27
9
10
8
6
24
17
11
12
17
9
3
1
q12
Frequency
Percent
Quicker and easier

Best way of ensuring payments are paid
I receive a higher payment
Best for both parents
Less arguments with the other parent
Other (specify)
Don't know
3
1
3
2
1
2
1
33
11
33
22
11
22
11
Why do you now prefer a family-based arrangement instead of a CSA one?
Asked of respondents who said they had a family-based arrangement (q10)

Why do you now prefer a court arrangement instead of a CSA one?
Asked of respondents who said they had a court arrangement (q10)

Page 107 of 145
Why have you come back to the CSA to make another arrangement for the same children?
q13
Frequency
Percent
NRP no longer living abroad

I cancelled the previous CSA arrangement because the NRP agreed to a family based/court arrangement but then he/she changed
their mind
We reconciled but we have split up again
Changed my mind
Discussed with ex-partner and agreed this was best
Best way of ensuring payments are paid
Best for both parents - fairest arrangement
Other (specify)
Don't know
Don't want to say
1
20
2
32
4
5
3
17
1
14
2
2
6
8
5
27
2
23
3
3
q14
Frequency
Percent
Reconciled with ex-partner

Can't trust/rely on the CSA or anyone to make payments for me
Don't know where the other parent is
Child no longer qualifies for maintenance through the CSA
Other (specify)
Don't know
Don't want to say
25
30
44
7
19
17
18
15
142
89
22
17
6
7
11
2
5
4
4
4
35
22
5
4
Asked of respondents who said they had a CSA arrangement (q10)

Why do you now prefer not to have / do not have an arrangement at all?
Asked of respondents who said they had no arrangement (q10)

Please could you tell me how happy you are with your current arrangement / situation?
q15
Frequency
Percent
Very happy
Fairly happy
Neither happy nor unhappy
Quite unhappy
Very unhappy
163
115
95
56
144
24
17
14
8
22
Page 108 of 145
Don't know / too early to say
96
14
q16
Frequency
Percent
Legal mediation
N/A - child no longer qualifies for maintenance through the CSA
Other
Don't know
24
33
42
25
44
22
16
42
79
75
8
11
14
9
15
8
5
14
27
26
What further information and support would help you to improve

your child maintenance arrangement/set up an arrangement?
Asked of respondents who answered 'Neither happy nor unhappy', 'Quite Unhappy' or 'Very Unhappy' in q15
q17
Frequency

Once a week
Once a month
A few times a year
Never
Do not wish to say
67
60
77
31
41
55
31
257
17
Percent
11
9
12
5
6
9
5
40
3
When did your relationship with the other parent come to an end?
q18
Frequency
Percent
less than a year ago

between 1 and 3 years ago
between 4 and 5 years ago
over 5 years ago
were never 'a couple'
Do not wish to say
66
157
60
316
14
23
10
25
9
50
2
4
Page 109 of 145
q19
Frequency
Percent
Very friendly
Quite friendly
Mixed: sometimes friendly, sometimes unfriendly
Not very friendly
Not at all friendly
Do not wish to say
21
69
72
90
285
36
45
18
3
11
11
14
45
6
7
3
Can I just check, which of these best describes the relationship that you once had with the other parent?
q20
Frequency
Percent

Do not wish to say
Not a couple
We are still a couple, but we don't live together
267
7
205
102
14
33
8
42
1
32
16
2
5
1
q21
Frequency
Percent
Very friendly
Quite friendly
Mixed: sometimes friendly, sometimes unfriendly
Not very friendly
Not at all friendly
Do not wish to say
55
96
47
83
36
89
218
12
9
15
7
13
6
14
34
2
Page 110 of 145
I would now like to ask about if the other parent is working or not.
Do you know what the other parent is currently doing?
q22
Frequency
Percent

On a training scheme
Retired
Other (specify)
Don't know
392
18
1
1
1
1
8
3
58
9
141
62
3
0
0
0
0
1
0
9
1
22
And do you know roughly how much the other parent earns ANNUALLY?
This is BEFORE any deductions for income tax, National Insurance, and so on (i.e. NOT the
amount he/she may actually receive).
q23
Frequency
Percent
Under 2,500
2,500 - 4,999
5,000 - 9,999
10,000 - 14,999
15,000 - 19,999
20,000 - 24,999
25,000 - 29,999
30,000 - 34,999
35,000 - 39,999
40,000 - 44,999
45,000 - 49,999
50,000 - 74,999
75,000 - 99,999
100,000 or more
Don't know
2
5
5
28
14
25
17
13
5
10
7
15
2
8
254
0
1
1
7
3
6
4
3
1
2
2
4
0
2
62
Asked of respondents who said other parent was working either 16 or more hours, or fewer than 16 hours per week
Page 111 of 145
Gender
q24
Frequency
Percent
Do not wish to say

Female
Male
3
582
44
0
93
7
q25
Frequency
Percent
18 - 24
25 - 34
35 - 50
Do not wish to say
Over 50
66
185
327
10
41
10
29
52
2
7
q26
Frequency
Percent
White British
White European
Mixed
Other ethnic group (please specify)
Do not wish to say
533
10
26
21
10
16
13
85
2
4
3
2
3
2
How old were you at your last birthday?
Do you have any long-standing illness, disability or infirmity?

q27
Frequency
Percent
Do not wish to say

No
Yes
17
505
107
3
80
17
Page 112 of 145
I would now like to ask about your own work status.

Are you currently?
q28
Frequency
Percent

Caring for a sick, elderly or disabled person
On a training scheme,
Retired
Other (please specify)
Don't know
274
47
9
7
63
4
3
22
6
165
16
13
44
7
1
1
10
1
0
3
1
26
3
2
And please tell me which of these types or income you receive (apart from child maintenance).
q29
Frequency
Percent

Child benefit
Child Tax Credit
Income Support
No source of income
Do not wish to say
232
443
230
360
148
37
156
51
25
8
31
19
13
25
13
21
9
2
9
3
1
0
2
1
Page 113 of 145
And how much do you earn ANNUALLY?

This is BEFORE any deductions for income tax, National Insurance, and so on
(i.e. NOT the amount you may actually receive).
q30
Frequency
Percent
Under 2,500
2,500 - 4,999
5,000 - 9,999
10,000 - 14,999
15,000 - 19,999
20,000 - 24,999
25,000 - 29,999
30,000 - 34,999
35,000 - 39,999
40,000 - 44,999
45,000 - 49,999
50,000 - 74,999
Don't know
Do not wish to say
7
16
52
29
26
15
13
8
12
3
2
4
20
25
3
7
22
13
11
6
6
3
5
1
1
2
9
11
Asked of respondents who had income from employment (q29)
The CSA would like to add your answers to other information they may hold on you.
Combining information in this way will help develop an improved service.
This information will be used for research and analysis purposes only and
your personal details will be kept completely confidential. DO YOU AGREE?
q31
Frequency
Percent
No
Yes
46
578
7
93
Would it be OK to contact you again at some point in the future to find out how you are getting on with your arrangement?
q32
Frequency
Percent
No
Yes
75
549
12
88
Page 114 of 145
re gathering feedback to help improve the services we are offering to our clients.
minutes to complete. Your answers will be treated in the strictest confidence and in
of this research study will not identify you or your family. Your decision about whether to
plication or any other child maintenance arrangement you make, either now or in the
future.
I go ahead and ask you a few questions?

Cumulative
Cumulative
Frequency
681
Percent
100
Cumulative
Cumulative
Frequency
538
681
Percent
79
100
Cumulative
Cumulative
Frequency
239
Percent
35
/ closed / withdrawn BEFORE or AFTER the PWC received a CSA calculation
irm that you have previously contacted the CSA for child
application was closed by the CSA/cancelled/withdrawn
lculation about what maintenance you would receive or any
payments?
or
m that you have previously had a CSA case but in the last six
acted the CSA to cancel this/the CSA have closed this?
ord when the CSA Application was made
Page 115 of 145
681
100
Page 116 of 145
Page 117 of 145
E child(ren) that you made the cancelled CSA application for,

rangement in place now or are you in the process of setting one up?
Cumulative
Frequency
411
476
485
681
Cumulative
Percent
60
70
71
100
Page 118 of 145
w happy you are with your current arrangement / situation?

Cumulative
Frequency
163
278
373
429
573
Cumulative
Percent
24
42
56
64
86
Page 119 of 145
669
100
Cumulative
Frequency
67
127
204
235
276
331
362
619
636
Cumulative
Percent
11
20
32
37
43
52
57
97
100
Cumulative
Cumulative
Percent
10
35
44
94
96
100
f at all, are you currently in contact with the other parent?
elationship with the other parent come to an end?
66
223
283
599
613
636
Page 120 of 145
relationship with the other parent at the time of the separation?

Cumulative
Frequency
21
90
162
252
537
573
618
636
Cumulative
Percent
3
14
25
40
84
90
97
100
Cumulative
Frequency
267
274
479
581
595
628
636
Cumulative
Percent
42
43
75
91
94
99
100
Cumulative
Frequency
55
151
198
281
317
406
624
636
Cumulative
Percent
9
24
31
44
50
64
98
100
t describes the relationship that you once had with the other parent?
scribe your relationship with the other parent now?
Page 121 of 145
to ask about if the other parent is working or not.

ow what the other parent is currently doing?
Cumulative
Frequency
392
410
411
412
413
414
422
425
483
492
633
Cumulative
Percent
62
65
65
65
65
65
67
67
76
78
100
Cumulative
Frequency
2
7
12
40
54
79
96
109
114
124
131
146
148
156
410
Cumulative
Percent
0
2
3
10
13
19
23
27
28
30
32
36
36
38
100
ughly how much the other parent earns ANNUALLY?

ns for income tax, National Insurance, and so on (i.e. NOT the
mount he/she may actually receive).
Page 122 of 145
Gender
Cumulative
Frequency
3
585
629
Cumulative
Percent
0
93
100
Cumulative
Frequency
66
251
578
588
629
Cumulative
Percent
10
40
92
93
100
Cumulative
Frequency
533
543
569
590
600
616
629
Cumulative
Percent
85
86
90
94
95
98
100
Cumulative
Frequency
17
522
629
Cumulative
Percent
3
83
100
w old were you at your last birthday?
ny long-standing illness, disability or infirmity?
Page 123 of 145
ow like to ask about your own work status.

Are you currently?
Cumulative
Frequency
274
321
330
337
400
404
407
429
435
600
616
629
Cumulative
Percent
44
51
52
54
64
64
65
68
69
95
98
100
ese types or income you receive (apart from child maintenance).
Page 124 of 145
how much do you earn ANNUALLY?

ductions for income tax, National Insurance, and so on
T the amount you may actually receive).
Cumulative
Frequency
7
23
75
104
130
145
158
166
178
181
183
187
207
232
Cumulative
Percent
3
10
32
45
56
63
68
72
77
78
79
81
89
100
Cumulative
Frequency
46
624
Cumulative
Percent
7
100
Cumulative
Frequency
75
624
Cumulative
Percent
12
100
your answers to other information they may hold on you.

on in this way will help develop an improved service.
be used for research and analysis purposes only and
will be kept completely confidential. DO YOU AGREE?
point in the future to find out how you are getting on with your arrangement?
Page 125 of 145
Child Maintenance Options Clients : 1,490 respondents

During June and July 2011, Child Maintenance Options clients were asked, at the start of a regular Options call, if they were happy that they would be:* Asked questions about why they were calling.
* Guided through the range of maintenance options that may best meet their needs
* Asked a few questions at the end of the call about possible changes the government are considering to do with child maintenance in the future.
If they were happy with this, the Options survey questions below were woven into a regular Options conversation (since similar questions to the ones below occur in a regular Options call, anyway). However
questions have a lower completion rate, where, for various reasons, information was not successfully acquired during the conversation.
Was there a particular event that prompted you to discuss maintenance, when you first contacted Options ?
q1
Frequency
Percent
I have a new baby and am not in a relationship

Ive recently been told that I have a child, and want to find out what my responsibilities are
Im thinking of separating and I want to know whether Ill be able to cope
My relationship with the childs other parent ended recently
My relationship with my partner (not the childs other parent) ended recently
Im in a new relationship and need to sort out maintenance with my childs other parent
Ive lost my job/reduced hours and need to claim maintenance
Ive got a new job/pay rise and want to see how that affects my maintenance
The other parent wants to involve the CSA and I wanted to find out what other options are available
I had a CSA arrangement which has come to an end/isnt working
I had a family-based arrangement which has come to an end/isnt working
I had an arrangement through the courts which has come to an end/isnt working
Someone suggested I contact Options
Other
15
1
6
264
29
17
174
3
7
31
85
7
64
831
1
0
0
18
2
1
12
0
0
2
6
0
4
56
Child Maintenance Options Clients Survey
Page 126 of 145
May I ask why this arrangement came to an end / isn't working?

q2
The NRP did not make a payment/stopped paying
The payments were not (always) on time/delays
The other parent was violent towards my child/ren and/or threatened my child/ren
I did not want any further contact with the other parent
I did not want my child to have any further contact with the other parent
The other parent did not want any further contact with me/my child
The other parent no longer wanted to share child care arrangements
The court order expired
I had problems with solicitor/court process
Dont know
Dont want to say
Other
Frequency
51
12
23
8
7
0
3
2
1
1
2
2
0
1
4
0
15
Percent
44
10
20
7
6
0
3
2
1
1
2
2
0
1
3
0
13
Asked of respondents who said they had prior arrangement that had broken down in q1
What was your main reason for contacting Options?

q3
To find out what options are available for paying/claiming maintenance
To find out how much I should pay/claim
To find out how to set up a family-based arrangement
To find out how to set up a CSA arrangement
To get the number for CSA
Thought they were CSA
For support not relating to maintenance e.g. housing, legal etc
They contacted me (including Outbound Calls)
Other
Frequency
178
67
11
29
4
28
23
406
153
Percent
22
8
1
4
0
3
3
50
19
Asked of inbound callers only (i.e. those who had contacted Options first)
Page 127 of 145
Before contact with Options did you discuss any issues relating to your child maintenance with any other organisations?
q4
Children and Family Court Advisory and Support Service
Citizens Advice (CAB)
Support group including One Parent Families, Fathers Advice, Gingerbread
Parenting Help-line including Family Mediation Help-line
Relate
Solicitor
Church/spiritual leader
Health visitor/ GP
None of these
Dont know
Other
Frequency
267
1
21
3
4
2
1
44
0
1
937
22
137
Percent
19
0
1
0
0
0
0
3
0
0
66
2
10
Did you know that there is an agency called the Child Support Agency
that can set up child maintenance arrangements where parents are unable to
come to an agreement between themselves?
q5
Frequency
Percent
Yes
No
1200
247
83
17
Question may not have been asked of callers who had indicated (earlier in the conversation) that they had been in contact with CSA
Did you speak to the CSA before contacting Options?

q6
Frequency
Percent
Yes
No
359
821
30
70
Asked of respondents who were aware of CSA (q5)
Why did you speak to the CSA before contacting Options?

q7
Frequency
Percent
I already had a case with CSA

I had already made an application to the CSA
I thought the CSA could give me information and support on all my maintenance Options
I don't know how to contact Options
Multiple answers given
198
50
40
39
3
60
15
12
12
1
Page 128 of 145
Asked if respondent had spoken to CSA first (q6)
Page 129 of 145
Why did you speak to Options rather than the CSA?

q8
I thought I was contacting the CSA
I never thought of the CSA
Someone recommended Options
Options was a Freephone number
Ive had a previous bad experience of the CSA
Poor reputation of the CSA
Other
Frequency
39
18
88
11
16
12
523
Percent
6
3
13
2
2
2
74
Asked if respondent had not spoken to CSA first (q6)

Have you visited the Child Maintenance Options website or the CSA website in the last three months?
q9
Frequency
Percent
Options
CSA
Both
Neither
59
123
45
1166
4
9
3
84
Questions 10-12 asked only if client does not have or is unlikely to make a family-based arrangement
Now Im going to read another list, this time its of services that the government could provide.
Could you let me know whether any of these things would make you likely to consider setting up an arrangement between you and the other parent?
Providing access to someone who can help parents negotiate between themselves (e.g mediation)
q10a
Frequency
Percent
Yes
No
498
508
50
50
A government agency checking that private agreements are being stuck to

q10b
Frequency
Percent
Page 130 of 145
Yes
No
701
298
70
30
Page 131 of 145
Providing a local service where can you discuss maintenance face to face (eg a local drop in centre)
q10c
Frequency
Percent
Yes
No
656
342
66
34
Providing more information for you in relation to maintenance (eg on the web, leaflets etc)
q10d
Frequency
Percent
Yes
No
732
256
74
26
Providing you with an explanation on how you could calculate how much maintenance might be appropriate
q10e
Frequency
Percent
Yes
No
755
231
77
23
Providing you with a calculation of how much maintenance might be appropriate

q10f
Frequency
Percent
Yes
No
766
221
78
22
And if there was a charge for these services, would it make you more or less likely to use them?
q11
Frequency
Percent
More likely
Less Likely
Neither More or Less likely
68
707
180
7
74
19
Is there anything else that would make you more likely to set up a family based arrangement?
q12
Frequency
Free text suggestions (not disclosed here)
374
Page 132 of 145
Note for interviewer: Enter the customer's maintenance calculation per week
q13a
Frequency
Percent
0.00
1-10
11-20
21-50
Other (please specify how much)
Other
34
72
13
103
94
36
10
20
4
29
27
10
(Note - Only includes customers who had ,earlier in the Options call, requested a maintenance calculation
How much maintenance do you think you / the other parent should pay (per week)?
Q13b
Frequency
0
1-10
11-20
21-50
51-100
No response
66
105
149
399
177
229
365
Percent (excluding no
responses)
6
9
13
35
16
20
And how much maintenance do you think you / the other parent will pay (per week)?
q13c
Frequency
0
1-10
11-20
21-50
51- 100
No response
373
123
98
210
80
183
423
Percent (excluding no
responses)
35
12
9
20
7
17
Page 133 of 145
The government is proposing some reforms to the Child Maintenance system.

One reform is to introduce a Calculation Only service this would mean the CSA would trace the other parent,
obtain their income details, and provide you with a calculation, but would not collect maintenance.
Unlike other CSA services, this would not be legally binding
Do you think you would choose this service (calculation only) rather than the maintenance option you indicated you were going to keep or set up?
q14
Frequency
Percent
Yes
No
336
1013
25
75
Only asked to Parents with Care (PWCs) (this information was ascertained during Options conversation)
If there was an application charge of 25 which maintenance option would you choose?
q15
Frequency
Percent
Calculation only
Maintenance Direct
Calculation and collection
Court / consent order
Will continue with existing arrangement
Will not set up an arrangement
218
18
73
276
36
163
179
23
2
8
29
4
17
19
Only asked of respondents who were PWCs and likely to set up a CSA arrangement (this information was ascertained during Options conversation)
q16
Frequency
Percent
Calculation only
Maintenance Direct
234
21
41
135
32
133
298
26
2
5
15
4
15
33
Page 134 of 145
q17
Frequency
Percent
Calculation only
Maintenance Direct
239
22
29
89
33
125
344
27
2
3
10
4
14
39
Page 135 of 145
Options call, if they were happy that they would be:-
ring to do with child maintenance in the future.
s conversation (since similar questions to the ones below occur in a regular Options call, anyway). However, this means that some of the
lly acquired during the conversation.
mpted you to discuss maintenance, when you first contacted Options ?
Page 136 of 145
this arrangement came to an end / isn't working?
s your main reason for contacting Options?
Page 137 of 145
s any issues relating to your child maintenance with any other organisations?
t there is an agency called the Child Support Agency

maintenance arrangements where parents are unable to
e to an agreement between themselves?
Cumulative
Frequency
1200
1447
Cumulative Percent
83
100
speak to the CSA before contacting Options?

Cumulative
Frequency
359
1180
Cumulative Percent
30
100
u speak to the CSA before contacting Options?

Cumulative
Frequency
Cumulative Percent
198
248
288
327
330
60
75
87
99
100
Page 138 of 145
Page 139 of 145
you speak to Options rather than the CSA?
enance Options website or the CSA website in the last three months?
Cumulative
Frequency
59
182
227
1393
Cumulative Percent
4
13
16
100
lient does not have or is unlikely to make a family-based arrangement
list, this time its of services that the government could provide.
d make you likely to consider setting up an arrangement between you and the other parent?
who can help parents negotiate between themselves (e.g mediation)

Cumulative
Frequency
498
1006
Cumulative Percent
50
100
cy checking that private agreements are being stuck to

Cumulative
Frequency
Cumulative Percent
Page 140 of 145
701
999
70
100
Page 141 of 145
can you discuss maintenance face to face (eg a local drop in centre)
Cumulative
Frequency
656
998
Cumulative Percent
66
100
for you in relation to maintenance (eg on the web, leaflets etc)

Cumulative
Frequency
732
988
Cumulative Percent
74
100
n how you could calculate how much maintenance might be appropriate

Cumulative
Frequency
755
986
Cumulative Percent
77
100
alculation of how much maintenance might be appropriate

Cumulative
Frequency
766
987
Cumulative Percent
78
100
hese services, would it make you more or less likely to use them?
Cumulative
Frequency
68
775
955
Cumulative Percent
7
81
100
ould make you more likely to set up a family based arrangement?
Page 142 of 145
Enter the customer's maintenance calculation per week

Cumulative
Frequency
34
106
119
222
316
352
Cumulative Percent
10
30
34
63
90
100
do you think you / the other parent should pay (per week)?
Cumulative
Frequency
66
171
320
719
896
1125
1490
Cumulative Percent
(excluding no
responses)
6
15
28
64
80
100
ance do you think you / the other parent will pay (per week)?
Cumulative
Frequency
373
496
594
804
884
1067
1490
Cumulative Percent
(excluding no
responses)
35
46
56
75
83
100
Page 143 of 145
oposing some reforms to the Child Maintenance system.

on Only service this would mean the CSA would trace the other parent,
provide you with a calculation, but would not collect maintenance.
CSA services, this would not be legally binding
n only) rather than the maintenance option you indicated you were going to keep or set up?
Cumulative
Frequency
336
1349
Cumulative Percent
25
100
charge of 25 which maintenance option would you choose?

Cumulative
Frequency
218
236
309
585
621
784
963
Cumulative Percent
23
25
32
61
64
81
100

Cumulative
Frequency
234
255
296
431
463
596
894
Cumulative Percent
26
29
33
48
52
67
100
Page 144 of 145

Cumulative
Frequency
239
261
290
379
412
537
881
Cumulative Percent
27
30
33
43
47
61
100
Page 145 of 145

Csa Client Surveys Results

Încărcat de

Informații document

Drepturi de autor

Formate disponibile

Partajați acest document

Partajați sau inserați document

Opțiuni de partajare

Vi se pare util acest document?

Este necorespunzător acest conținut?

Drepturi de autor:

Formate disponibile

Csa Client Surveys Results

Încărcat de

Drepturi de autor:

Formate disponibile

Child Support Agency client surveys - full tabulated results

Primary objective of survey

Existing CSA Parents With Care (PWCs)

New PWC CSA Applicants

To gauge reaction to charging.

CSA Non-Resident Parents (NRPs)

CSA PWCs who recently closed their CSA case

To understand drivers for closure and subsequent arrangement types

Child Maintenance Options clients

To understand drivers for family-based arrangements and statutory arrangements.

Existing CSA PWCs survey: 1,527 respondents

Is it OK if I go ahead and ask you a few questions?

Please can you confirm that you have

Only applies to those who have multiple cases (q3)

Existing CSA PWCs Survey

Every day or nearly every day

Can I just ask when

Less than a year ago

Existing CSA PWCs Survey

We are still a couple, but we dont live together

Working 16 or more hours per week

Existing CSA PWCs Survey

Only asked of respondents who said they were working (q10)

Free text: answers not disclosed here

Existing CSA PWCs Survey

Existing CSA PWCs Survey

And how much child maintenance do you actually receive?

The CSA aren't able to collect it for me

Existing CSA PWCs Survey

An arrangement OUTSIDE OF THE CSA could be:

Thinking about the different arrangement choices discussed above, which

Existing CSA PWCs Survey

Asked of respondents who picked a family-based arrangement in q17

A government agency checking that private arrangements are being stuck to

Asked of respondents who picked a family-based arrangement in q17

Existing CSA PWCs Survey

Imagine there is a service separate to the CSA which would

Asked of respondents who picked a family-based arrangement in q17

Other parent would not agree

Asked of respondents who picked a court arrangement in q17

Existing CSA PWCs Survey

Asked of respondents who picked a court arrangement in q17

Asked of respondents who picked a court arrangement in q17

Existing CSA PWCs Survey

A government agency checking that private arrangements are being stuck to

Asked of respondents who picked a court arrangement in q17

Imagine there is a service separate to the CSA which would

Asked of respondents who picked a court arrangement in q17

Existing CSA PWCs Survey

Other parent would not agree

Asked of respondents who picked a statutory service arrangement in q17

Existing CSA PWCs Survey

Asked of respondents who picked a statutory service arrangement in q17

Existing CSA PWCs Survey

A government agency checking that private arrangements are being stuck to

Imagine there is a service separate to the CSA which would

Existing CSA PWCs Survey

No longer have /want any contact with the other parent

Asked of respondents who picked no arrangement in q17

Cant trust/rely on the CSA or anyone to make payments for me

Existing CSA PWCs Survey

Asked of respondents who picked no arrangement in q17

Existing CSA PWCs Survey

Asked only of those who picked no arrangement in q17