Child Disability Payment: Service Level Agreement
Updated 26 November 2025
Applies to England and Scotland
© Crown copyright 2025
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| Key personnel | Name | Role |
|---|---|---|
| Author | [Redacted] | [Redacted] |
| Owner | Ally MacPhail | Deputy Director, Organisational Strategy and Performance |
| Owner | Margarita Morrison | DWP Director for Scotland and National Services, Operations |
| Owner | Martin Brown | DWP Director Retirement Services |
| Owner | Vikki Knight | Director for Fraud, Error and Debt Policy & Strategy |
| Owner | Helga Swidenbank | Director for Accessibility, Disability and Disputes |
V4.0 09/10/2025 Final Signed Version
1. Parties
1.1. This Service Level Agreement (hereafter referred to as ‘this Agreement’) is entered into between the:
Secretary of State for Work and Pensions
Caxton House
Tothill Street
London
SW1H 9NA
and
The Scottish Ministers of St Andrew’s House
Regent Road
Edinburgh
EH1 3DG
acting in some instances through Social Security Scotland.
1.2. References to the Scottish Government (SG), the Scottish Ministers or Social Security Scotland will, as appropriate, be read as also including reference to each of the other entities.
1.3. References to the Secretary of State for Work and Pensions shall be read as including reference to the Department for Work and Pensions (DWP), as appropriate, and vice versa.
2. Scope and principles
2.1. This Agreement sets out the provisions of the relationship between Scottish Ministers and DWP in relation to the Child Disability Payment (CDP) and ‘the Services’ DWP will provide to support this. The Services are described in Annexes 1 to 13c.
2.2. Child Disability Payment has replaced DWP’s Disability Living Allowance for children (DLAc) and is administered by Social Security Scotland. Social Security Scotland and DWP have completed the transfer of all Disability Living Allowance for Children claims to Child Disability Payment. This agreement has been revised to include children moving from England and Wales to Scotland and who will be required to make a new application to Child Disability Payment.
2.3. Separate arrangements have been agreed in relation to the interaction between Child Disability Payment and reserved benefits. Where a client is in receipt of Child Disability Payment in the qualifying period for Christmas Bonus, Scottish Ministers will provide data to DWP to ensure the reserved benefit is assessed accurately.
2.4. Under the associated Data Share, DWP will provide data to enable Social Security Scotland to take new applications to Child Disability Payment for children resident in Scotland.
2.5. DWP will deal with customer enquiries relating to Child Disability Payment by sign posting clients to Social Security Scotland.
2.6. DWP and Scottish Ministers shall work in partnership to ensure that the Services are delivered in accordance with the terms of this Agreement.
2.7. The partnership will seek continuous improvement in delivery standards including sharing lessons from delivery of the service insofar as relevant.
2.8. Each Party will act transparently and work in a practical way in regard to reaching mutual agreement on any issues that may arise.
3. Duration
3.1. This Agreement replaces the Initial Agreement. The Services will be delivered as outlined in Annexes 1 to 13c This Agreement shall commence on 6 November 2025. This Agreement is subject to review by each Party on or before the date twelve (12) months from the signing of this Agreement or when deemed appropriate and agreed by each Party.
3.2. This Agreement may be varied by mutual written agreement of each Party at any time during the term. Variations to this Agreement will be agreed by each Party and no work will be undertaken until principles for funding the work are agreed.
3.3. For the avoidance of doubt, any variations agreed between the Parties must be put forward in writing and shall form an amendment to this Agreement.
3.4. In the event of DWP or Scottish Ministers choosing to terminate this Agreement, DWP and Scottish Ministers shall prepare and agree an appropriate exit plan for the termination of the Services which will seek to ensure no impact on the delivery of Child Disability Payment.
3.5. Each Party will provide twelve (12) months’ notice of termination in writing.
4. Derivation
4.1. This Agreement forms an annex to the ‘Memorandum of Understanding between Scottish Ministers (SM) and Department for Work and Pensions (DWP) on joint working arrangements covering the implementation of devolved provisions in the Scotland Act 2016 relating to Social Security and Employment Support Services in Scotland’, and is to be read in conjunction with the following documents, and any subsequent arrangements which are agreed and support this Agreement, insofar as they are not replaced or terminated in the future:
| Document | Version/Date |
|---|---|
| Concordat between the Department for Work and Pensions and the Scottish Government. | March 2020 |
| Memorandum of Understanding and Supplementary Agreements on Devolution between the United Kingdom Government, the Scottish Ministers, the Welsh Ministers and the Northern Ireland Executive Committee (MoU on Devolution) | October 2013 |
| Memorandum of Understanding between Scottish Ministers (SM) and the Department of Work and Pensions (DWP) on joint working arrangements covering the implementation of devolved provisions in the Scotland Act 2016 relating to Social Security and Employment Support Services in Scotland (the ‘SM/DWP Single MoU’) and the following Annexes: Disability Living Allowance Agency Agreement —- Personal Independence Payment Agency Agreement —- [Redacted] —- [Redacted] | January 2023 |
| Initial Service Level Agreement (Inc variations of that agreement agreed from time to time) between Department for Work and Pensions and the Scottish Ministers in respect of Child Disability Payment – V1.0 (the ‘Initial Agreement’) | July 2021 |
| Memorandum of Understanding Between The Secretary of State for Work and Pensions -and The Scottish Ministers acting through the Scottish Government and on behalf of Social Security Scotland in relation to benefit accounting and reconciliation services provided to the Scottish Ministers | March 2020 |
| The Agreement between the Scottish Government and the United Kingdom Government on the Scottish Government’s fiscal framework | August 2023 |
| Scottish Devolution: Financial Arrangements for Formal Agreements | April 2025 |
| Scottish Devolution: Financial Summary to support the Child Disability Payment Service Level Agreement between Department for Work and Pensions and Scottish Ministers | July 2021 |
| Scottish Devolution: Framework for Audit and Accountability | March 2019 |
| DWP and SG Joint Communications Framework. | December 2023 |
| [Redacted] | September 2024 |
| [Redacted] | [Redacted] |
5. Revision to this agreement
5.1. DWP agrees to inform Scottish Ministers as soon as reasonably practicable in advance of any potential changes that may impact on or require changes to the Services.
5.2. Each Party would need to agree whether a revision to this Agreement is required. Subject to paragraph 3.2 and 3.3 above.
5.3. Any mutually agreed minor changes or amendments to this Agreement will be dealt with through normal means of communications, by the single point of contacts (SPoC’s).
SPoCs for each Party are as follows:
| SG SPoC | DWP SPoC |
|---|---|
| [Redacted] | [Redacted] |
5.4. Where more significant change is required, the SPoCs will apply the appropriate Business as Usual (BAU) change control processes. Where the change is agreed it will be incorporated into this Agreement as an amendment following any review as detailed in 3.2 and 3.3 above.
6. Disputes
6.1. In the first instance DWP and Scottish Ministers will notify each other of any issues, concerns or complaints regarding any matter covered by this agreement.
SPoCs for each Party are as follows:
| SG | DWP |
|---|---|
| [Redacted] | [Redacted] |
6.2. The process for dispute resolution is outlined in Section 6 (Escalation) of the ’SM/SSWP Single MoU’, as referenced in Section 4 (Derivation) of this Agreement.
7. Roles and responsibilities
7.1. Scottish Ministers will, as set out in this Agreement:
7.1.1. Be responsible for payment to DWP for ‘the Services’ in accordance with paragraph 15 (Financial Arrangements).
7.1.2. Inform DWP as soon as reasonably practicable if they become aware of any deficiency in the quality of the Services delivered under this Agreement and seek to agree steps to resolve such issues.
7.1.3. Work in partnership with DWP in respect of any potential changes to the delivery of Child Disability Payment as these may impact on the Services.
7.1.4. Be responsible for the effective identification and management of risks arising from the delivery of the Services.
7.2. For the avoidance of doubt, each Party acknowledges that Scottish Ministers shall at all times retain responsibility for Child Disability Payment and its delivery.
7.3. DWP will, as set out in this Agreement:
7.3.1. Deliver the Services in accordance with this Agreement.
7.3.2. Work in partnership with Scottish Ministers in respect of any potential impacts and changes that may affect or require changes to the Services.
7.3.3. Inform Scottish Ministers as soon as reasonably practicable if they become aware of any deficiency in the quality of the Services delivered under this Agreement and take steps to resolve such issues.
7.3.4. Be responsible for the effective identification and management of risks arising from the delivery of the Services.
8. Service delivery standards
8.1. The Services will be delivered in accordance with the Service Delivery Standards set out below.
8.1.1. Where a customer moves address to Scotland from England or Wales on or after 6 November 2025, DWP will end their claim, taking into account the 13 week run-on period, and signpost them to Social Security Scotland to make a new application for Child Disability Payment.
8.1.2. Where Scottish Ministers receive a new application which is identified as a Special Rules Terminally Ill (SRTI) case and the client previously lived in England/Wales and claimed Disability Living Allowance for Children, both Parties will exchange information via email.
SPoCs for each Party are as follows:
| SPoC | SPoC |
|---|---|
| [Redacted] | [Redacted] |
8.1.3. Scottish Ministers will notify DWP of Child Disability Payment application details where a DWP Disability Living Allowance for Children interest is held in the DWP Data Services, as detailed in Annexes 1 to 3.
SPoCs for each Party are as follows:
| Social Security Scotland Single Inbox | DWP Inbox |
|---|---|
| New Claims: [Redacted], Disputes: [Redacted] | [Redacted] |
8.1.4. When a Scottish resident in receipt of Child Disability Payment and aged under 16 moves to England/Wales, Scottish Ministers will provide DWP with all relevant information, including details of any AVE/Motability agreement, as detailed in Annexes 4 to 7.
SPoCs for each Party are as follows:
| Social Security Scotland Inbox | DWP Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.5. When a Scottish resident in receipt of Child Disability Payment aged 16+ moves to England/Wales, Scottish Ministers will provide DWP with all relevant information including details of AVE/Motability agreement as detailed in Annexes 8 and 9.
SPoCs for each Party are as follows:
| Social Security Scotland Inbox | DWP Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.6. Where Electronic Exchange of Social Security Information (EESSI) cases are identified, DWP and Scottish Ministers will follow the process to provide each other with relevant information, as detailed in Annexes 10 to 10(c).
SPoCs for each Party are as follows:
| Social Security Scotland Inbox | DWP Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.7. Scottish Ministers will confirm with DWP when a Special Rules Terminally Ill (SRTI) case has been identified when a Scottish resident moves to England/Wales as detailed in Annex 11.
SPoCs for each Party are as follows:
| SPOC | SPOC |
|---|---|
| [Redacted] | [Redacted] |
8.1.8. Scottish Ministers and DWP will confirm with the other Party the control measures associated with Keeping Customer Interactions Safe (KCIS)/ Unacceptable Actions (UA) cases as detailed in Annexes 12 and 12(a).
SPoCs for each Party are as follows:
| Social Security Scotland Inbox | DWP Single Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.9. Where a new appointee or a change to appointee is identified, Scottish Ministers and DWP will follow the processes to provide each other with relevant information, as detailed in Annexes 13 to 13(c).
SPoCs for each Party are as follows:
| Social Security Scotland Inbox | DWP Inboxes |
|---|---|
| [Redacted] | [Redacted] |
8.1.10. Details of the specific data being shared can be found in the associated Data Sharing Agreements.
8.1.11. The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes 1 to 10 will be, as soon as reasonably practical and within 5 working days. For any enquiries, which are complex and are off-system the turnaround time will be 10 working days.
8.1.12. The turnaround time for responding to dedicated email enquiries relating to Special Rules Terminally Ill cases will be 1 working day, as detailed in Annex 11 For any enquiries, which are complex and are off-system the turnaround time will be 10 working days.
8.1.13. The turnaround time for responding to dedicated email enquiries relating to EESSI, will be as soon as reasonably practical and within 10 to 15 working days as detailed in Annexes 12 to 12(b).
8.1.14. The turnaround time for responding to dedicated email enquiries relating to Keeping Customer Interactions Safe Control Measures/ Unacceptable Actions will be 2 working days, as detailed in Annexes 13 and 13(a).
8.1.15. DWP will respond to Social Security Scotland within 24 hours for any Exception Cases and will be dealt with by Social Security Scotland dedicated officers.
8.1.16. The agent-to-agent email service will be available from 8.00am to 5.00pm Monday to Friday excluding Public and Privilege holidays.
8.1.17. Scottish Ministers will provide updates to, and retrieve data from, a number of DWP data services which will enable Scottish Ministers to assess eligibility, as detailed in the associated Data Share Agreement.
8.2. Escalation will be between SPoCS, at team management level, between Social Security Scotland and DWP operational teams in appropriate cases including, but not limited to:
8.2.1. Where Service Delivery Standards have not been met.
8.2.2. Where there are cases when the normal Service Delivery Standards would have an unacceptable impact on the customer.
8.2.3. Details of the specific data being shared can be found in the associated Data Sharing Agreements.
SPoCs for each Party are as follows:
| SG Escalation SPoC | DWP Escalation SPoC |
|---|---|
| [Redacted] | [Redacted] |
9. Fraud
9.1. Processes to allow DWP Counter Fraud & Compliance Directorate and Social Security Scotland Agency Fraud & Error Resolution Unit to collaborate and co-operate in sharing relevant and proportionate data to assist in the prevention, detection and prosecution of benefit fraud have been developed and are routinely reviewed by DWP and Social Security Scotland.
9.2. Each party should refer to their operational guidance for current processes and each process is contained within the associated Data Sharing Agreement. Method of Data transfer through email to the inboxes detailed below:-
| DWP transfer to Social Security Scotland |
|---|
| [Redacted] |
| Social Security Scotland transfer to DWP |
|---|
| [Redacted] |
10. Management review
10.1. Each Party will act transparently and work in a practical way in the spirit of co-operation, trust, respect and confidentiality in regard to any issues that may arise. In general, the working arrangements covered by this Agreement should be reviewed at least every twelve (12) months during the period this Agreement is in place. This may involve meetings between each Party at a working level.
11. Evaluation
11.1. Each Party agrees that no personal data will be shared for the purposes of evaluation.
11.2. Scottish Ministers will be wholly responsible for the evaluation of Child Disability Payment. Each Party will work together to ensure the agreed service standards are delivered.
12. Complaints
12.1. Each Party will follow their defined BAU Customer / Client complaints procedures.
13. Service design and delivery
13.1. It is understood by each Party that the design of the Services will evolve. Each Party agrees to inform the other as soon as reasonably practicable of any changes with its own legislation relating to CDP that may impact on or require changes to the delivery of CDP or the Services.
13.2. Scottish Ministers will deliver Child Disability Payment while seeking continuous improvement in delivery as part of BAU processes. Each Party will work to ensure cost-effective delivery; subject to the overarching financial arrangements as described in the Scottish Devolution: Financial Arrangements for Formal Agreements as referenced in Section 4 (Derivation) of this Agreement.
14. Communications
14.1. Communications in relation to Child Disability Payment will be as in the agreed document ‘DWP and SG Joint Communications Framework’ as referenced, in Section 4 (Derivation) of this Agreement.
15. Financial arrangements
15.1. DWP will recharge Scottish Ministers agreed costs associated with the delivery of the Services. The agreed financial arrangements and costs are contained in the ‘Scottish Devolution: Financial Arrangements for Formal Agreements’ as referenced in Section 4 (Derivation) of this Agreement.
16. Audit arrangements
16.1. DWP and Scottish Ministers will abide by the principles of audit and accountability as set out in the document ‘Scottish Devolution: A Framework for Audit and Accountability’ as referenced, in Section 4 (Derivation) of this Agreement.
16.2. DWP and Scottish Ministers remain subject to their overall existing accountabilities to, respectively, the UK and Scottish Parliaments, and their associated audit bodies.
16.3. DWP and Scottish Ministers will abide by the principles in ’The Agreement between the Scottish Government and the United Kingdom Government on the Scottish Government fiscal framework’ as referenced, in Section 4 (Derivation) of this Agreement: Paragraph 39 which states that ‘All costs incurred by the UK Government where the Scottish Government is expected to meet the cost will be subject to audit.’
16.4. DWP, Social Security Scotland, National Audit Office and Audit Scotland; Special Purpose Audit Framework will be used going forward as set out in the ‘Financial Arrangements for Formal Agreements’ document, as referenced in Section 4 (Derivation) of this Agreement.
17. Data processing
17.1. Further details of the data controller, and roles and responsibilities of Scottish Ministers and DWP in relation to the sharing of personal data are set out in the associated Data Sharing Agreement.
18. Freedom of Information requests, Parliamentary Questions, Ministerial Correspondence and ‘Treat Official’ Correspondence
18.1. Each Party is to follow existing processes and obligations for requests to that Party, having regard to the ‘MoU on Devolution’ as well as the ‘Concordat between the Department for Work and Pensions and the Scottish Government’ as referenced in Section 4 (Derivation) of this Agreement.
18.2. Each Party will assist and co-operate with each other where appropriate to enable each to meet its obligations.
18.3. This Agreement does not supersede any legal obligations under the Freedom of Information Act 2000 (FoIA) and the Freedom of Information (Scotland) Act 2002 (FoI(S)A).
| SG FOI(S)A contact | DWP FOI Contact |
|---|---|
| FoI@socialsecurity.gov.scot | freedom-of-information-request@dwp.gov.uk |
19. Data subject requests
19.1. When either Party receives a right of access request from a data subject requesting copies of data shared by the other Party, they will for any relevant information they hold as an independent data controller and in line with Article 15 of the UK GDPR and ICO’s UK GDPR guidance on the right of access:
- confirm that they are processing any such personal data
- provide a copy of the personal data held; and provide other supplementary information as appropriate.
19.2. In addition, if it appears the data subject is requesting information held by the other Party, they will also, at the same time, return the request to the sender with details of the correct address (of the other Party) as soon as reasonably practicable and within regulatory deadlines. The request itself must not be forwarded.
19.3. Details on how to make an access request to DWP can be found in the DWP Information Charter – The DWP Personal Information Charter can be found at this link - DWP Personal Information Charter.
19.4. Details on how to make an access request to Scottish Ministers can be found in the Social Security Scotland Privacy Notice. The Social Security Scotland Privacy Notice can be found at this link Social Security Scotland Privacy Notice
19.5. Details of the specific data being shared can be found in the associated Data Sharing Agreement.
Address details below:
Social Security Scotland Data Protection Team
Data Protection Officer
PO Box 10298
Dundee
DD1 9FS
dataprotectionofficer@socialsecurity.gov.scot
DWP Right of Access Request
Right of Access Gateway Team
Post Handling Site A
Wolverhampton
WV98 2EF
[Redacted]
20. Business continuity
20.1. If DWP or Social Security Scotland business continuity plans are invoked which affect the Services, the Party invoking their business continuity plan will advise the other Party of the issue, impact and resulting action as soon as reasonably practicable. Individual continuity plans are in place in DWP and Social Security Scotland and communication points of contacts are in place in respective business continuity teams.
21. Technical capabilities
21.1. Each Party will, as soon as reasonably practicable, inform the other Party of any proposed changes to its IT environment that would impact on the delivery of Child Disability Payment. Each Party will thereafter cooperate with the other to minimise the impact such changes will have on delivery of Child Disability Payment and the ‘[Redacted], as referenced in Section 4 (Derivation) of this Agreement.
22. Signatures
Signed by:
Print name: Ally MacPhail
Date:
A duly authorised officer for and on behalf of the Scottish Ministers
Signed by:
Print name: Margarita Morrison
Date:
A duly authorised officer for and on behalf of the Secretary of State for the Department for Work and Pensions
Signed by:
Print name: Martin Brown
Date:
A duly authorised officer for and on behalf of the Secretary of State for the Department for Work and Pensions
Signed by:
Print name: Vikki Knight
Date:
A duly authorised officer for and on behalf of the Secretary of State for the Department for Work and Pensions
Signed by:
Print name: Helga Swidenbank
Date:
A duly authorised officer for and on behalf of the Secretary of State for the Department for Work and Pensions
Annex 1 - New Application for CDP with a DWP dispute outstanding [Redacted]
Annex 2 - New Claim to CDP with dispute against DWP outstanding [Redacted]
Annex 3 - New claim for DLA Child with a Social Security Scotland dispute outstanding [Redacted]
Annex 4 - Scottish resident moves to England/Wales [Redacted]
Annex 5 - Scottish resident moves to England/Wales [Redacted]
Annex 6 - Scottish resident moves to England/Wales [Redacted]
Annex 7 - Scottish resident moves to England/Wales [Redacted]
Annex 8 - Scottish resident moves to England/Wales [Redacted]
Annex 9 - Scottish resident moves to England/Wales [Redacted]
Annex 10 - Electronic Exchange of Social Security Information (EESSI) [Redacted]
Annex 10(a) - EESSI – Send Request for Information [Redacted]
Annex 10(b) - EESSI – Receive Non Competency Notice [Redacted]
Annex 11 - Scottish resident moves to England/Wales and is Special Rules Terminally Ill (SRTI) [Redacted]
Annex 12 - KCIS/UA [Redacted]
Annex 12(a) - KCIS/UA [Redacted]
Annex 13 - Process for a new Appointee [Redacted]
Annex 13(a) - Process for a new Appointee [Redacted]
Annex 13(b) - Process for a notification of a change of Appointee[Redacted]
Annex 13(c) - Process for a notification of a change of Appointee [Redacted]
Annex 14 - Glossary of Terms
This Annex defines various words, abbreviations and phrases which have specific meanings in the context of this Agreement. Unless otherwise provided or the context otherwise requires, the following expressions shall have the meanings set out below.
| Abbreviation | Meaning |
|---|---|
| AVE | Accessible vehicles and Equipment |
| BAU | Business As Usual |
| CDP | Child Disability Payment delivered by Scottish Ministers |
| CoA | Change of Address |
| DSA | Data Sharing Agreement |
| DWP | Department for Work and Pensions |
| DWP Data Services | DWP obtains data from various sources and systems. DWP Data Services is the central point for all data within DWP |
| FOI | Freedom of Information (DWP) |
| FoI(S)A | Freedom of Information (Scotland) Act 2002 |
| GDPR | General Data Protection Regulation |
| KCIS | Keeping Customers Interactions Safe |
| Service Delivery Standards | The service delivery standards to be met by DWP for the delivery of the Services as set out at Para 8 |
| Services | Has the meaning set out in Para 2 |
| SG | Scottish Government |
| SLA | Service Level Agreement |
| SM | Scottish Ministers |
| SPoC | Single Point of Contact |
| SRTI | Special Rules Terminal Illness |
| UA | Unacceptable Actions |
| UC | Universal Credit (DWP) |