Apr. 18 2026
Source Page: Queen Elizabeth Trust launched to strengthen communities across the United KingdomApr. 17 2026
Source Page: Accessibility statement for the Government Skills Campus (GSC)Asked by: Ian Sollom (Liberal Democrat - St Neots and Mid Cambridgeshire)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, whether his Department holds data relating to (a) average hold time when calling Capita customer services regarding Civil Service Pensions and (b) number of callers who end their calls while waiting on hold.
Answered by Satvir Kaur - Parliamentary Secretary (Cabinet Office)
The Cabinet Office awarded the contract to administer the Civil Service Pension Scheme to Capita in November 2023 under the previous government.
The issues and delays facing a number of civil servants and pension scheme members in receiving their pension quotes are unacceptable. I want to reassure you that this Government has taken firm action to help put things right as soon as possible. We have agreed a clear recovery plan with Capita, which includes specific milestones and accountability targets for delivery. For priority cases, we have deployed additional resources and improved communication with affected colleagues, so that staff, both former and serving, receive the quality of service and support they deserve.
Existing Key Performance Indicators (KPIs) have been enhanced and strengthened to deliver improved performance and higher penalties for failure, including financial penalties. These have already applied in respect to Capita's performance with recent issues and delays in administering the Civil Service Pension Scheme.
Capita prioritised the most urgent cases and by the end of February, all death in service cases were either settled or progressed to the final stage or awaiting a member response. The same position was reached for ill health retirement applications by mid-March.
The Cabinet Office monitors the performance of the Civil Service Pension Scheme administrator, Capita, through regular service level reporting. This includes metrics relating to contact centre performance, such as average call wait times and call abandonment rates.
In the week commencing 20 March 2026, the average wait time was 2 minutes and 3 seconds, with 70% of calls answered in less than 30 seconds. Improvements are still to be made to ensure calls are answered as per the agreed contractual rate.
Senior representatives from Capita appeared before the Public Accounts Committee (PAC) on 26 March 2026 to provide evidence on the administration of the Civil Service Pension Scheme. During this session, Capita committed to providing the Committee with specific data on recent call-handling performance and member experience.
Regarding the volume of calls disconnected after a conversation has commenced, referred to during the PAC hearing as 'calls dropped partway through', Capita has committed to providing this specific data to the Committee in writing.
Progress on the recovery plan and the latest available performance updates are also published regularly on:
https://www.gov.uk/government/publications/civil-service-pension-recovery-plan-updates
Asked by: Lord Bassam of Brighton (Labour - Life peer)
Question to the Cabinet Office:
To ask His Majesty's Government whether Capita were aware of the extent of the backlog of civil service pension payments when they bid for, and were awarded, the pensions management contract.
Answered by Baroness Anderson of Stoke-on-Trent - Baroness in Waiting (HM Household) (Whip)
The procurement process for the Civil Service Pensions Scheme began in 2022, with the award of the contract for administration of the service in March 2023, under the previous government. As part of the procurement process, data was shared with all bidders that outlined the current performance and any work in progress. It should be noted that the transition process was for 2 years after the contract award.
While the initial procurement data suggested a work-in-progress level of approximately 37,300 cases, subsequent instructions from the Cabinet Office in mid-2025 advised the provider to prepare for volumes of up to 100,000. In evidence provided to the Public Accounts Committee, Capita outlined that the full complexity and age of the inherited backlog, which included 89,000 cases at the point of transfer, only became fully transparent to the administrator upon the transfer of services on 1 December 2025.
A joint recovery plan between the Cabinet Office and the administrator is currently in place, supported by surge capacity from HMRC. Further information can be found here:
https://committees.parliament.uk/event/26804/formal-meeting-oral-evidence-session/
And details of the recovery plan can be found here:
https://www.gov.uk/government/publications/civil-service-pension-recovery-plan-updates