Goodwill: Childcare website glitches have been 'ironed out'

Since May, parents have been reporting technical problems accessing the Childcare Services hub, which is run by HM Revenue & Customs and allows them to manage their childcare benefits - including the 30 hours of free childcare entitlement that comes into effect in September.

Speaking during an emergency debate on the issue in the House of Commons, Goodwill said that "we have ironed out the glitches in the software" and that the system is scheduled to reach a total of 200,000 approved applications for the free hours entitlement by the end of July.

"The Childcare Service is a complex IT system that checks parents eligibility in real time by interfacing with other government IT systems," said Goodwill.

"The vast majority of parents will receive an instant eligibility response. However, there will be a delay for some parents whose eligibility is not immediately clear, for example some self-employed people.

"The service has also experienced technical issues, which has meant it has been unavailable to parents on a small number of occasions. HMRC, which has developed the service, has been working hard to resolve these issues and as a result the customer experience has improved."

He added that the application process takes around 20 minutes and so far 145,000 have been successful. On average, 2,850 applications are approved every week-day. 

In addition, Goodwill said that families who are unable to access the online process or are experiencing difficulties can make their application over the phone.

But Liberal Democrat shadow education secretary Layla Moran, who requested the emergency debate, said many parents still find the online application process, which launched in April, too complicated.

She is concerned this is putting some off completing their applications and missing out on their free entitlement.

"The process for applying for free childcare is confusing for both parents and nurseries," she said.

"One parent said to me that getting the code was one of the most complicated processes she had ever endured and imagined many parents would just give up.