Customer Management System (CMS)
See also:
Background
The Customer Management System (CMS) is the Jobcentre Plus (JCP) information gathering process for new and repeat claims for Income Support (IS), Jobseeker’s Allowance (JSA), Incapacity Benefit (IB) and any associated claims to Housing Benefit (HB) and Council Tax Benefit (CTB).
DWP’s Housing Benefit Strategy Division (HBSD) provided HB/CTB input into the development of CMS and aims to ensure that the needs of local authorities (LAs) and their customers are fully met. This is achieved through interaction with LA users and continuous involvement during the development of regularly planned CMS releases.
CMS was first implemented as a pilot in Livingston Jobcentre Plus office in July 2003. National rollout commenced later the same year alongside national rollout of the new Jobcentre Plus branding.
CMS products
We have developed a number of products to help LAs coordinate with the process as introduced by Jobcentre Plus and underpinned by CMS. They are not intended to be definitive products, and LAs are encouraged to adapt them as necessary to best suit their own needs.
NB: These products are constantly under review and are subject to regular updates. Each document has a date of publication so that when changes are made new versions can be easily identified.
- LA customer information leaflet - January 2006 (31KB)
This leaflet has been drafted for LAs to issue to customers experiencing the CMS process. It provides details about the potential need for further evidence to be provided to the LA in order to facilitate processing of a HB/CTB claim. The leaflet can be amended and produced by LAs as necessary and, subject to local agreement with Jobcentre Plus, it can be issued to customers claiming HB/CTB. - Seminar presentation slides - Updated March 2008 (319KB)
HBSD ran seminars across the country for all LAs; prior to the implementation of local Jobcentre Plus offices. All LAs were invited to attend at least one of the 26 seminars. The final set of seminars was completed on the 15 March 2006.
These slides should provide the reader with:
- The information gathering process administered by Jobcentre Plus.
- How information is gathered and transferred to the associated LA.
- The opportunity to consider the impact of CMS on current work practices and liaison arrangements.
- The full set of slides that were used for the seminars in March 2006 have been updated to reflect working practices as at March 2008.
Information for landlords
We have provided a covering letter and a supportive leaflet for use by LAs who are adopting the CMS processes for the first time - and which can be issued to local landlords:
- Landlords letter (29KB)
- Landlord leaflet (25KB)
Regulations
Regulations for Income Support and Jobseekers Allowance are available on the Office of Public Sector Information website.
CMS guidance
This is a comprehensive guide to the Customer Management System and how it will affect LA’s administration of HB/CTB.
The Customer Management System – A guide for LAs - March 2010 (219KB) 
CMS training
We have provided training scenarios to illustrate how LA input documents are populated:
Contact CMS
If you have any queries about the Customer Management System and its impact on your local authority, then please contact us: HBSDMP.WWEG@DWP.GSI.GOV.UK
