Our standards


We aim to answer telephone calls within one minute.

Calling clients within agreed timescales

We aim to contact clients within three working days of them agreeing to be referred by a partner organisation with whom we have formal referral arrangements or within other timescales agreed with the client.


We aim to respond to emails within 24 hours.

Quality of service

We aim to provide a quality service which helps clients understand their child maintenance options and the support available to them. We aim to achieve minimum overall customer satisfaction levels of 75% from users of the service.