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* Department for Work & Pensions Statutory guidance LIVE RUNNING MEMO 19: REVISED CUSTOMER SERVICE STANDARD 3 (CSS) Updated 12 November 2021 THIS STATUTORY GUIDANCE WAS WITHDRAWN ON 30

SEPTEMBER 2022 The Reducing Parental Conflict face-to-face provision has ended and this guidance is no longer in use. Find other DWP provider guidance. CONTENTS * Customer Service Standards

* Summary and action * Further information and contact details Print this page © Crown copyright 2021 This publication is licensed under the terms of the Open Government Licence v3.0 except

where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London

TW9 4DU, or email: [email protected]. Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned. This

publication is available at https://www.gov.uk/government/publications/reducing-parental-conflict-provider-guidance/live-running-memo-19-revised-customer-service-standard-3-css Dear local

authority, The RPC Programme’s approach is to continuously review the ongoing delivery to improve the provision. Following requests from external stakeholders, the Department for Work and

Pensions (DWP) has decided that the following changes apply to Reducing Parental Conflict Provider Guidance: CUSTOMER SERVICE STANDARDS The current CSS3 states: For 100% of cases, within 5

working days of the initial assessment (IA) or within 25 working days of a referral; an intervention plan (IP) must be agreed and signed by the Participant and Provider which details

attendance and start date of the chosen intervention and a copy of the intervention plan sent to DWP and the Local Authority Single Point of Contact (SPOC). With effect from 1 April 2021

CSS3 now states: For 100% of CSS2 cases, within 10 working days of the initial assessment (IA) an intervention plan (IP) must be agreed and signed by the Participant and Provider which

details attendance and start date of the chosen intervention and a copy of the intervention plan sent to DWP and the Local Authority Single Point of Contact (SPOC). SUMMARY AND ACTION

Updated Provider Guidance will be with you shortly, but these changes are to be implemented with effect from 1 April 2021. FURTHER INFORMATION AND CONTACT DETAILS If you have any queries

about this live running memo please contact your PM in the first instance. Back to top