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TOPIC: CMS - Change of circumstances / Reporting a change

CMS - Change of circumstances / Reporting a change 1 month 5 days ago #111857

  • Ldad
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Hi all,

Just wondering if anyone has reported a change to CMS and how long they took to respond -

We have reported a change back in October 2020 and again another change in Nov 2020 and it still hasn't been reflected on payments and doesn't seem to have progressed on the online account. I know things may take a little longer than usual due to covid and they probably have a backlog but each time we contact them online we get no response. If we contact them by phone they say that we will receive a letter 4 weeks from the date we reported the change. It's been nearly 4 months since the first reporting of change and we still haven't received any letters or communication. (Also online it says it can take 7 days for the change to reflect on payments but as I said it's been nearly 4 months).

Is there anyone on here that works for CMS or has advice of what to do? Shall we phone again? Continue to be patient?
Obviously we have 2 changes, one of them it is to do with shared care, will they backdate to date of reporting change or to the date shared care started? We have a court order as evidence which has been uploaded.

Thanks, as always!

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Last Edit: by Ldad.

CMS - Change of circumstances / Reporting a change 1 month 5 days ago #111860

I reported a change in October 2020. I was sent forms to complete which I did straight away, with evidence of pension payments, wages slips attached via recorded delivery and electronically. Then got no further correspondence.

I made a complaint in December 2020 that there had been no action.
I got a standard reply saying the CMS would respond within 7 days.

On the 17th of January I called the CMS.
The call handler checked my details, said they had not received the documentation - they checked, yes they had.
It will now take five weeks before they can look at my case - "thats just how long it takes".

I asked if that was five weeks plus the nine weeks I had already waited ? "Yes."

Fourteen weeks ( over 3 months ) for a review ?"Yes"
Still no response to my complaint.

As an aside, the non resident parent made an enquiry and was answered within 48 hours.

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CMS - Change of circumstances / Reporting a change 1 month 5 days ago #111868

  • MWall66
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My experience after nearly 10 years with these people, is it really is pot luck who you get when you call

Many times, I have been polite, thanked them for taking the call, never missed a single payment, but am still spoken to as if I am simply a parent without care, that does not wish to pay for his child and frankly, the call does not get any better, as a person on a phone, who has never met me, just gets my back up (I am only human) and I end up sending the information on the portal

However, after an hour last week, got through to a person that was amazing, I wanted to marry her, have children with her and live in a house, with flowers in the garden and the sun always shining, Unfortunately, I doubt I will be lucky enough to get her again, or a member of this set up, with the same open minded and helpful approach

I explained that I work in hospitality, I will know in my February pay, what will be the amount that I receive for the foreseeable future, ( I am also increasing my pension contributions) and how many pay slips they will want

She explained that one would be sufficient, to put forward for a recalculation and this should take a matter of a few weeks and no more

No guarantee this will happen, but fingers crossed and I guess keep playing the numbers game and calling, you may even be lucky and get through to my intended!!!!!

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