York researchers are calling for a series of changes to restore confidence in the controversial Child Support Agency.

York University's Social Policy Research Unit was commissioned by the agency to carry out an in-depth study of parents' views of the CSA.

The team of researchers, Sandra Hutton, Jane Carlisle and Anne Corden, discovered great dissatisfaction, particularly over accumulations of arrears and difficulties in contacting the agency.

They said that while some parents had been given a speedy assessment and response to a change in circumstances, none had found the process straightforward.

Parents caring for children also said they did not receive enough money.

Communications with the agency were a major source of dissatisfaction. "The most common plea was for letters to be acknowledged, and parents objected to the use of inappropriate standard letters," said the study.

"Telephone contact was problematic and respondents wanted to have one person to deal with their case, rather than repeat their story to different members of staff."

Now the researchers are suggesting the agency should improve the service it offers by:

Using a simpler formula to calculate child maintenance

Reducing delays in processing payments

Providing clear information on progress

Considering ways of encouraging regular payments by absent parents.

The findings come as the Government is promising a fundamental reform of the agency later this year to increase its effectiveness, following a "root-and-branch review". The Evening Press has reported numerous examples of problems experienced by York parents with the agency.

We told how:

Father Tony Humble, who was jailed for nine days in a mix-up over child maintenance payments, might receive "shockingly inadequate" compensation from the agency.

Divorced York dad Stephen Paul was sent an £18,000 bill by the agency, which claimed he owed the money to pay maintenance arrears. Mr Paul said he owed nothing and the worry was making him so ill he could not work.

Father Adrian Houghton was sent three different demands for cash in three days by the CSA. Mr Houghton said he quit as landlord of the Punchbowl in Stonegate after "flipping" over the demands.

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