The Government is committed to ensuring that victims and survivors of domestic abuse receive the support they need when using the Child Maintenance Service (CMS).

The CMS has a Specialist Caseworker team that provides targeted support for customers experiencing the most challenging or complex domestic abuse situations. All CMS caseworkers receive training to identify indicators of domestic abuse and to refer appropriate cases to the specialist team.

Once the CMS has moved a customer’s case into the Specialist Caseworker team, all inbound calls from that customer will route directly to that team. If the automated call routing cannot identify the customer, their call will go to a different team, but all caseworkers are trained to identify this and will reroute the call to the Specialist Caseworker Team. CMS has strengthened telephony quality assurance arrangements and provided targeted training for team leaders on service standards, coaching and feedback. These measures are designed to support consistent service delivery and help ensure customers requiring specialist support are identified and transferred appropriately.

The Government is committed to ensuring that individuals who may be victims of transnational repression (TNR) can report concerns with confidence, and that those reports are handled effectively across policing. While it would not be appropriate to comment on individual security arrangements, support is always threat‑led and tailored to the specific circumstances of each case.

Counter Terrorism Policing (CTP) is embedding a national reporting model to ensure that cases indicating potential foreign state involvement are identified and escalated to specialist teams. This is supported by training and guidance available to all forces, including call handlers, to recognise indicators of TNR.

Our understanding of TNR is informed by multiple sources, including engagement with victims and civil society (which continues at ministerial and official level), to ensure policy remains evidence led and proportionate.

The Government, in consultation with CTP, has assessed that existing reporting channels, including 101 and 999, are well established, operate 24/7, and allow for effective triage by trained professionals with onward referral to specialist teams. Language support, including translation services, is embedded within these mechanisms, and work is ongoing to ensure interpreters can support the accurate identification of TNR cases.

The Government is committed to delivering a new route for victims to request information about their offender as soon as practicable, and we are working with operational partners to ensure that implementation of the helpline is trauma-informed and effective. Work is underway and we expect to confirm timelines soon.

Victims eligible and opted into the Victim Contact Scheme will be notified of an offender’s release, in line with existing practice. Supporting victims and ensuring they are informed remains a key priority.

Migrant Help holds the Advice, Issue Reporting and Eligibility contract. Details of the contract, including KPIs, can be found on the Contracts Finder at: AIRE - Advice Issue Reporting and Elligibility - Contracts Finder.

The Refugee Council is contracted to provide the independent Unaccompanied Asylum-seeking Children (UASCs) Support Service. Details of the contract, including KPIs, can be found on the Contracts Finder at: Independent Unaccompanied Asylum-seeking Children (UASCs) Support Service - Contracts Finder. The published Contracts Finder notice for this contract reflects the original award and end date. However, the contract has subsequently been extended to December 2026, with provision for a further extension to March 2027.

The Home Office has a rigorous performance management regime for its contractor in this case the average call answering times are tracked and measured against contractual provisions.

The Cabinet Office publishes performance data for KPIs on the government’s most important contracts, which can be found at: Key Performance Indicators (KPIs) for government’s most important contracts - GOV.UK.

Please refer to the table below, which outlines call volumes between July 2024 and May 2026. Calls account for approximately 40% of all work activity received, with the remaining volume comprising emails and webforms. For the latest period (April 2025 to March 2026), 97% of all enquiries (calls, emails and webforms) were answered within the 20 working day SLA.

United Kingdom Security Vetting (UKSV) delivers National Security Vetting (NSV) services to departments and agencies across government, police and industry. NSV remains a key element in HMG’s approach to the management of national security risk.

The median wait time in May 2026 for callers to United Kingdom Security Vetting (UKSV) is 29 minutes and 10 seconds.

The mean wait time in May 2026 for callers to United Kingdom Security Vetting (UKSV) is 30 minutes and 42 seconds.

UKSV are working on technical solutions to further streamline services, and implement improvements, to existing portals. We are also improving online services as an alternative to calling UKSV.

The Government agrees that guidance on transnational repression (TNR) must remain responsive to the evolving nature of the threat. To that end, content is kept under regular review, informed by operational insights and ongoing engagement with civil society organisations and trusted networks.

We have recently updated GOV.UK guidance on TNR for individuals. Alongside this, the National Security Protective Authority launched guidance on 8 May. These documents provide practical advice for individuals who believe they may be at risk of TNR, including steps to help keep them safe both physically and online.

The Government continues to advise that anyone who believes they are a victim of state‑directed activity should report incidents or suspicious activity to the police via established channels, including 101, at a local police station, or 999 in emergencies. These routes are well recognised, available 24/7, and ensure that reports are triaged by trained professionals and referred to specialist teams where appropriate. Language support, including translation services, is embedded within these mechanisms, and work is ongoing to ensure interpreters understand the nature of TNR and support accurate referrals.

Universal Credit is a digital-first service, but it is not digital-only. Support is available by telephone and face to face where appropriate, including for vulnerable claimants or those who cannot access digital services.

Claimants can opt to make and manage their claim by telephone. Work Coaches and Case Managers can use alternative contact methods, with appropriate easements and safeguards in place to help claimants maintain their claim. Home Visits are also made if this is deemed the most appropriate method for the claimant.

Where a claimant cannot manage their affairs independently, an appointee or authorised representative may act on their behalf in dealings with the Department. A representative is any person or organisation acting on behalf of, or making enquiries for, the claimant. This can be arranged at any stage of the claimant’s Universal Credit claim if a claimant is unable to understand more complex issues or unable to maintain their account. This information can only be provided to the third party if there is explicit consent. Certain information, such as documents relating to identification, can never be released to a third party under any circumstances. If the claimant has given consent, then the third party can contact the department by phone on their behalf.

Accessibility needs and reasonable adjustments are considered individually on a case-by-case basis and reviewed regularly.

The Government is committed to ensuring that individuals who may be victims of transnational repression (TNR) can report concerns with confidence, and that those reports are handled effectively across policing. While it would not be appropriate to comment on individual security arrangements, support is always threat‑led and tailored to the specific circumstances of each case.

Counter Terrorism Policing (CTP) is embedding a national reporting model to ensure that cases indicating potential foreign state involvement are identified and escalated to specialist teams. This is supported by training and guidance available to all forces, including call handlers, to recognise indicators of TNR.

Our understanding of TNR is informed by multiple sources, including engagement with victims and civil society (which continues at ministerial and official level), to ensure policy remains evidence led and proportionate.

The Government, in consultation with CTP, has assessed that existing reporting channels, including 101 and 999, are well established, operate 24/7, and allow for effective triage by trained professionals with onward referral to specialist teams. Language support, including translation services, is embedded within these mechanisms, and work is ongoing to ensure interpreters can support the accurate identification of TNR cases.

The current call costs in the public prison estate are given below. While privately managed prisons are responsible for their own services, many have taken our lead and reduced their costs to align with the public estate.

Calls to UK fixed lines

2.48 pence – during the week midnight Sunday to midday Friday

2.20 pence – during the weekend midday Friday to midnight Sunday

Calls to UK Mobiles

5.50 pence – during the week midnight Sunday to midday Friday

3.60 pence – during the weekend midday Friday to midnight Sunday

These costs are subject to a minimum call charge of 10 pence per call. The costs of overseas calls vary by country; but these account for less than 2% of all calls. Prisoners are also able to call the Samaritans helpline for support free of charge.

The department is committed to ensuring that young people, particularly those with disabilities, learning difficulties and communication needs, can access Personal Independence Payment (PIP) and wider support effectively.

Assessment suppliers must consider individual needs and vulnerabilities, including for those who may struggle to advocate for themselves. They are required to offer reasonable adjustments where needed, such as allowing support from a parent or companion, adapting communication methods, and ensuring assessments are sensitive to cognitive or communication needs. Evidence from carers, healthcare professionals and education providers may also be used where appropriate.

Suppliers are expected to provide flexibility in appointment scheduling. Claimants or their representatives can request alternative times, and reasonable efforts should be made to accommodate these.

The department has not issued specific guidance to schools about the recording of absences for benefit assessments. Attendance policies are a matter for schools and local authorities. However, it recognises the importance of minimising disruption to education and appointment time or date will always be changed if necessary.

The department keeps its processes under review to ensure access to benefits and reduce barriers to education, including ongoing engagement with stakeholders. It will continue to consider improvements to support transitions from Disability Living Allowance to PIP and ensure young people receive the support they are entitled to while maintaining access to education.

The Home Office uses professional interpretation and translation services to support asylum, immigration and wider operational processes. These services are delivered through centrally managed arrangements, including the Interpreter and Language Services Unit (ILSU), as well as through contracted suppliers.

Quality assurance and contract governance arrangements are in place to uphold standards, monitor performance and support continuous improvement. This includes defined internal standards and structured quality frameworks to identify errors and ensure service quality. Where concerns are raised, they are considered carefully and, where appropriate, investigated on a case-by-case basis. The Home Office is committed to ensuring that interpretation services meet appropriate quality standards across all delivery routes.

Data on the proportion of asylum and immigration interviews conducted by Border Force via (a) video call and (b) telephone-only where interpreters or translators are used is not held in published statistics. This information could be obtained only at disproportionate cost.

The Home Office uses professional interpretation and translation services to support asylum, immigration and wider operational processes. These services are delivered through centrally managed arrangements, including the Interpreter and Language Services Unit (ILSU), as well as through contracted suppliers.

Quality assurance and contract governance arrangements are in place to uphold standards, monitor performance and support continuous improvement. This includes defined internal standards and structured quality frameworks to identify errors and ensure service quality. Where concerns are raised, they are considered carefully and, where appropriate, investigated on a case-by-case basis. The Home Office is committed to ensuring that interpretation services meet appropriate quality standards across all delivery routes.

Data on the proportion of asylum and immigration interviews conducted by Border Force via (a) video call and (b) telephone-only where interpreters or translators are used is not held in published statistics. This information could be obtained only at disproportionate cost.