Live Debate: Commons Chamber

Sally Jameson MP, Parliamentary Secretary and Parliamentary Under-Secretary of State (Cabinet Office) (Jointly with the Ministry for Housing, Communities and Local Government) (Doncaster Central, Labour )

- -

Thank you, Mr. Speaker. an update on the administration of the Civil Service Pension Scheme. I must declare my own interest as I hold the Civil Service pension with Hmpps. The previous government, as we know, awarded this contract to capita in 2023 in response to the significant performance issues. Earlier this year, the government intervened to increase scrutiny and oversight on the scheme's administration. Capita committed to recovery milestones for April and for June, both of which they failed to meet. In June, we exercised our contractual rights and mandated capita to produce a rectification plan and a capital expense to appoint a remedial adviser to assess this plan.

The government also appointed an independent auditor to assess the effectiveness of capita operational arrangements. Up to July. Capita committed to this House to deliver recovery milestones in September, which they state they have achieved. However, I want to be clear, Mr. Speaker, that this does not reflect members lived experience or my own correspondence. These were self-imposed, self determined and self-assured targets. Many hon. Members, unions and scheme members have written to me asking why, if capita have met these targets, they still don't have their, quote, their pension remains unpaid and why they are struggling with no income despite years of commitment and public service.

Building on the good work undertaken by my predecessors, the right hon. Member for Torfaen and the hon. Member for Southampton Test, in holding to account, I have taken further clear and definitive action to continue this and ensure capita have their feet held to the fire. Mr. speaker, we have seen some small improvement on priority cases, with capita now processing more than they receive, and I would like to acknowledge that staff on the ground who are working in capita are working hard in difficult conditions. We are also seeing some slow improvement on technology, with capita confirming the increased volumes are being managed through automation, and they're rolling out new tools allowing eligible spouses and dependents to view pension payslips and make online enquiries.

However, Mr. Speaker, the question remains why has it taken this scale of government intervention to force capita to act? Since taking up this role, I've met with the CEO and his senior team twice and on two occasions I have expressed in no uncertain terms my outrage at their performance throughout this contract. We were promised, and I quote, the most AI enabled pension service. And it's fair to say, Mr. Speaker, that capita have comprehensively failed to deliver on that commitment. This progress overall has been abysmal. Complex issues remain unresolved for too long. 1800 cases for over a year.

And while some individuals have more than one case, there is still too many members and family left waiting in limbo. The administration issues also have had a knock on effect, with the progress on the work of the McCloud remedy by capita, and I will update the House on that issue next month. The House will be aware that my predecessors rightly directed capita to appoint a remedial adviser and Cabinet Office to import an independent auditor through the government internal audit agencies. My officials have this month received the remedial Advisory report and the auditor's interim report, giving independent and objective perspectives.

It will not shock this House that the Independent Advisers report clearly shows that capita rectification planning was wholly insufficient. Their technology was weak and their ambition was falling well short of restoring the quality services that members deserve. While poor performance has been evident, the reports now provide a detailed and actionable recommendations, including the need for a new recovery plan for the whole service. With a roadmap for technology and a focus on data, the Remedial Advisory report concluded that in a service whose success firmly relied on automation, capita did not deliver the promised technology that they had not been applying the right techniques to understand demand, productivity and capacity, and they had not put in place effective mechanisms to detect and escalate failure.

Well, I have certainly detected a lot of failure as of many people in this House. But for the sake of those dedicated, dedicated people who are waiting their pensions, we must not allow this service to fail. Fail them further. It is clear that capita cannot do this on their own, and a new plan is needed. Mr. speaker, I agreed with capita executives that Cabinet Office officials would work with capita to develop a credible, workable and realistic recovery plan for which capita alone will be held to account. I can confirm that for the first time, Cabinet Office officials now have full access to capita systems and data.

I have put in place expert teams to work alongside, and I agree priorities improve quality processes and ensure pensions are paid correctly. The new recovery plan is made up of five Workstreams 1 to 3, looking at cases of differing levels of complexity. The fourth one ensuring significant exercises like the McCloud remedy are not overlooked, and the fifth one on technology to tackle the issues around infrastructure that support delivery. We will require capita to evidence their focus on fixing complex cases, ensuring this plan makes a difference. That Capita's original plan could not capita have committed that every member with complex, complex case will be written to in the next month, ensuring that they understand where they are in the system and how they will be supported.

Old cases will no longer be allowed to sit on backlogs without progress. Any quote or payment stuck will be actively managed through this revised complex case management. Capita's new plans will be further supported by challenging advice from a new group of senior experts, drawn from across the civil service and led by the Cabinet Office. These problems were not created by civil servants, but it will be through the expertise, commitment and perseverance of the civil service that the operational delivery is supported and we shape the solutions. With capita, capita must be open and transparent and we will be publishing fortnightly scheme updates on the Pension scheme website.

With the number of complex cases outstanding broken down by age, the service levels for straightforward cases and the number of other tasks that are outstanding. We will do so until performance has been stabilised. I want to be clear that whilst we are leaning in with expertise, capita remains absolutely accountable for service delivery. They will need to deliver their contractual obligations and pay for the for their failures. We will continue to apply commercial levers to recover costs incurred, including holding back nearly £10 million of statements throughout this crisis. Hon. Members have shown why they and their teams are so valued by their constituents.

And to support this, we've delivered over 1300 surgeries for more than 320 MPs, and I will provide further updates on the progress of our recovery plan in the coming months. In addition to the immediate ongoing recovery plan, I want to update the House on the longer term strategy for the scheme following our previous commitments to Parliament. My officials have led an extensive programme of engagement with trade unions and practitioners and experts. The evidence from those sessions was clear restoring operational resilience and member trust has to be the approach. I have instructed my officials to evaluate the viability of a range of future delivery options, including insourcing, all core business operations.

There are a number of different insourcing models in operation across the public sector that we will learn from, and we will consider which is the best approach to take for the Civil Service Pension Scheme and all the other schemes that it interactive interacts with. Once those assessments are complete, I will return to the House to provide further update. But in the here and now, capita must deliver. Mr. speaker, this government inherited a broken, outsourced administration. We cannot replace a complex pension operation overnight. But let me be operation overnight. But let me be clear. This government will hold capita to account.

Continue to apply the most stringent commercial apply the most stringent commercial levers, and we will not rest until every civil servant receives a pension they are entitled to. I pension they are entitled to. I commend this statement to the House.

15:56

Mike Wood MP (Kingswinford and South Staffordshire, Conservative)

- -

The Minister. Mike Wood.

**** Possible New Speaker ****

Mr. Speaker, and I thank the Minister both for the briefing that she gave to me and to the Liberal Democrat spokesperson last week, and for early sight of her statement. I note that it arrived statement. I note that it arrived unusually good time and hope that other ministerial offices will learn from her good example. But learn from her good example. But the latest figures in the government's 5th of October update are deeply concerning. As of the are deeply concerning. As of the end of last month, more than 1900 cases in four priority categories were more than 100 days old.

Of those, just over 1500 were labelled non workable, with a further two death in service cases in data triage. That includes 1049 bereavement cases and eight ill health retirement cases, all classified as non workable. This is not acceptable. Recent reporting also raised the prospect of bereaved families facing severe tax consequences because death in service benefits were delayed. Reports have suggested that the government plans to make those bereaved families claw back this money via the Pensions Ombudsman, rather than preventing HMRC from taxing delayed claims. And to make matters worse, the Pensions Ombudsman itself estimates an 18 month wait to resolve cases.

So will the Minister reassure this House and all those watching outside that this is not the case and bereaved families will not have to proactively claw back that tax. Mr. speaker, the Minister mentions the delivery of surgeries to many members of this House. Last month, my casework team had a surgery with a member of staff there expecting to come away with updates to pass on to effective constituents. But for all the cases that were discussed, each had no updates whatsoever, leaving them feeling that the surgery was a total waste of time. And I know that other hon.

Members have reported similar experiences. What hope do affected constituents have when reaching out to capture themselves? When they are prepared to tell our teams that nothing has been done on their cases? Mr. speaker, the warnings about capital were there in black and white are not only from earlier last year, sorry. Earlier this year, as the Minister suggested, Captor's predecessor, my CSP contract was extended to December 2025 to allow a two year transition. Obviously more than 18 months, sorry, nearly 18 months of that under the current government. There were several milestones during those 18 months. The captor failed, but the new government chose not to act.

The National Audit Office, June 2025 report identified many missed milestones and risks around operational readiness and data transfer, and the Public Accounts Committee subsequently warned of further missed milestones and the need for contingency plans. But still, the news the new government chose to allow the new contract to go ahead and gave it that final go ahead. Mr. speaker, there have been issues reported with capita across several government contracts. Now, under the new provisions in the 2023 Procurement Act. The government could refer capita to the Department Review Service for investigation to prevent them from winning further similar contracts.

Does the Minister plan to do so? The people affected by these failings are people who did everything that was asked of them. They paid into the scheme and they served this country as civil servants. They should not have to chase their own pensions, borrow for basic bills or wait months for basic updates. So I ask the Minister to give the House clear deadlines and to set out how every affected member will receive their payments, and to explain why she is so confident that the assurances the captain now give her will deliver results. When the assurances of improvements that were so repeatedly given to this House by her predecessor have amounted to so very little.

For those retired public servants who cannot wait any longer. And finally, I agree with the Minister that capita should be made to put things right. Cancelling the contract would result in more disruption, but surely there is only so long that she will put up with failed targets and broken promises of improvements. So what preparations improvements. So what preparations and contingencies will her department put in place for? If it is necessary to cancel this contract, and what criteria will she use for deciding when we reach that point?

16:01

- -

Mr. opposition spokesperson for his questions. And to start, I'm not making excuses for capita, and I'm not here to defend their triaging of workable or unworkable cases. I made it very clear to the capita CEO, when I met with him on two occasions that I don't recognise those categories is either done or it's not. Frankly. So I will not make excuses for that. In relation to the cases around bereaved families, particularly for those under 75. The Cabinet Office have identified there is a very small number who are at the 18 month point, and there is a huge focus going to make sure they are resolved before it hits two years, and they will continue to do that with any cases that might fall into that bracket, so that we don't find ourselves in a position where anyone would end up paying tax as a result of having to wait two years for their pension issues to be resolved.

In relation to the casework surgeries, I understand that sometimes the answers people get back are not satisfactory, and that's because Capita's performance overall is not satisfactory. So all the casework surgeries can do is let people know where they are in the system. And for a lot of people, that is not good. And so we're continuing to work with the rectification plan to improve the service. And that should see over time, people have a better experience with casework surgeries as frankly, the answers should be getting better. In relation to why I think this rectification plan will be different from previous plans that capita have set out, is because this time the Cabinet Office have access to all the data and to the Cabinet, the Cabinet, the capita systems.

They have taken the advice of the remedial adviser and worked alongside capita to help produce this rectification plan, meaning that frankly, it's of a better quality, and we can now hold to account on that, using their systems and using the numbers and data in the correct way. And we won't be quoting things like unworkable cases and having all sorts of different triaging mechanisms, which make no sense to anybody else. On the go live issues that the opposition referenced by November 2025, assessments indicated that capita had made significant progress progress since the Public Accounts Committee hearing in July.

The only other alternative would be would have been extending the contract with the incumbent, my CSP and anyone who had any involvement with then would have known they were equally abysmal. The comparative risk assessment, conducted in October 2025, concluded that an extension would have been commercially and operationally unacceptable and presented a significantly greater risk than transitioning. And I would frankly just say gently that if in the 14 years prior, the opposition party hadn't stripped our public services to the point where we were reliant on companies like capita all the time, we might have found ourselves in a different position in relation to the issues he raises around other contracts.

And in the future, he rightly identifies that procurement legislation of 2023 will allow the

16:04

Jessica Morden MP (Newport East, Labour)

- -

government and government departments to look at previous poor performance, and it wouldn't poor performance, and it wouldn't be right for me to comment on this time. If anyone is subject to or being looked at in relation to Debarment. And finally, on contingency, as per with any contingency, as per with any contract of this size, the Cabinet Office always has contingency plans

16:04

- -

in place should that be required. >> Jessica Morden thank you very much, Mr. Speaker, and I thank the Minister for initiating this statement on civil service pensions and for her commitment to strong commitment to push to hold capita to account, because even the cases we were told were a priority, particularly for the bereaved, we're still getting no updates on, no progress on I know she knows the hardship and anxiety this is causing out there. So in the short term, can I ask her to push these priority cases harder? And can I also join others in supporting the Minister to sort this out?

16:05

Lisa Smart MP (Hazel Grove, Liberal Democrat)

- -

Thank you. >> I want to thank my hon. Friend for her question, and I. I will indeed be holding his feet to the fire every single step of the way on this rectification plan. And now that we have access to the capital systems, we'll be able to look every single day. As I know, Cabinet Office officials are to track that progress. As I said in the statement, every two weeks we will be publishing the figures so people can see for themselves how capita are performing. If they're

**** Possible New Speaker ****

not up to scratch. I will return to this House. spokesperson. Very much, Mr. Speaker. I thank

**** Possible New Speaker ****

Very much, Mr. Speaker. I thank the Minister for advance sight of her statement and for the briefing last week. Since the last ministerial statement in July, ministerial statement in July, capita has reported to have met its own September target on priority cases. But as the Minister said, cases. But as the Minister said, this does not match lived experience and members have heard promises of improvement before. promises of improvement before. Capita missed both its April and June targets and months later is being propped up by a Cabinet Office task force. It is welcome to hear from the Minister that capita is improving its technology, and I am glad to see that it has been deploying additional resources to support improvements to its dashboards so that they can get through more cases, and time will show us if this work actually results in capita working through their backlog.

There are still too many people across the country waiting. One of my constituents, Diane, who lives in Offerton, she applied for retirement at the end of August last year, and she finally received her formal quote this month, a full 14 months after applying. It was a whopping £14,000 less than she was informally quoted, which may well have changed her decision to retire had the quote been received in a reasonable timescale for a 1.7 million current and former civil servants who simply want to know their pension will be handled competently, fairly and with dignity.

Now, I heard the minister's statement on holding capita to account, but could she

16:07

- -

say exactly how she is planning to do that for the impact this has had on families around the country, in on families around the country, in terms our constituents will relate to? And I notice her. I note her comment on Debarment, but given the absolute shambles they've made of it, can she truly say that she'd be happy to see capita bid for future government contracts? And will the government finally commit to inflation linking payments for all inflation linking payments for all outstanding cases to make sure those affected by capita mistakes

**** Possible New Speaker ****

do not pay even more for capita's delays? Minister.

**** Possible New Speaker ****

Minister. I want to I want to thank her for the questions and comments, and I'm sorry to hear the experience of Diane, her constituent. It's just one of many, many cases that we've heard about where the outcome is totally unacceptable. And the Chief Whip on the phone to me this morning about her constituent, Lisa, who's also facing very similar who's also facing very similar problems in getting anything out of capita and in terms of what I'm doing to make sure capita live up to their promises on this recent the most recent rectification plan. Look, as I said, my Cabinet Office officials are now in their in the systems every single day.

And that's given us the ability to challenge them in a way that we haven't been able to before. If we don't start to see progress each fortnight as we publish those results, I will have that capita CEO back in. I will continue to hold their feet to the fire. All options remain on the table contractually, and it's in capital interest to make sure, frankly, that they pull the socks up and do a better job in relation to department. I really I, I really can't comment on anyone that may or may not be subject to consideration

16:08

Patricia Ferguson MP (Glasgow West, Labour)

- -

or investigation under the Procurement Act for that. But I think that, you know, most people think that, you know, most people in the House would recognise that capita have done a pretty poor job. It's not their first rodeo either, It's not their first rodeo either, and I will leave that there. And in and I will leave that there. And in relation to inflation linking, I will take that away and I will

**** Possible New Speaker ****

will take that away and I will write to her afterwards. And I'm happy to meet with her to discuss that further. Patricia Ferguson thank you, Mr. Speaker. Like members of the chamber, I have no doubt that the constituency postbag I have on this issue is extremely regrettable, but I do thank the Minister for coming here today with the statement. I do not plan to rehearse the cases I have, but needless to say, they are all marked by the fact that timescales just seem to be ignored, that people are being left in financial hardship and people are finding it very, very hard to understand why this is the case with a government body, or at least a body they think is a government body.

So can I ask the Minister, how long will capita have to deliver on this latest rectification plan, and how will rectification plan, and how will she judge them on that rectification plan? And does she work? work?

16:10

- -

Minister. I want to thank her for her question. In terms of the timelines, I don't want to set a date here today and then end up date here today and then end up with it being a disappointment. But what I will say is, now that the figures are going to be getting released every fortnight, if we released every fortnight, if we don't start to see pretty rapid improvement over the next month, I will come back to this House and taken.

16:10

Sir Geoffrey Clifton-Brown MP (North Cotswolds, Conservative)

- -

The PAC, sir.

**** Possible New Speaker ****

And can I thank the Minister for her statement this afternoon? But can I say to her that actually the situation is worse than she's at? situation is worse than she's at? By this afternoon, we've had four PAC inquiries into capitalist administration of the scheme this year in virtually every single one of their deadlines they've given us in each of those hearings. They've missed. The latest revelation that missed. The latest revelation that I discovered was that if the capital do not pay out the lump sum payment due to the bereaved relatives, and they they don't pay out within two years, they will have to pay tax at their highest rate.

I wrote to the Minister about this. She very kindly replied, and had a meeting with me and told me it was not likely to be more than ten. Now I find that improbable, given that the scheme is 1.7 million members. And indeed, the Guardian published an article saying that 1600 members, sorry, 160,000 members had been waiting over 100 days. So it is likely that many of these people will get up to the two year deadline. So can she guarantee to the House today that guarantee to the House today that she will either enforce capita paying compensation for any lost money, or change the law so that money, or change the law so that none of those people in that very vulnerable position waiting for their payment can be, will be worrying about whether they will pay tax or not.

16:11

- -

Mr.

16:12

Rt Hon John McDonnell MP (Hayes and Harlington, Labour)

- -

To thank the hon. Member for meeting with me last week to discuss this really important issue. The figure I gave to him, which was The figure I gave to him, which was around town, is in relation to that very specific category, who are at very specific category, who are at the 18 month or over, which is why the number is relatively small, and Cabinet Office officials are working to make sure that they are working to make sure that they are dealt with as quickly as possible. But if if it ends up looking like the rectification plan isn't going fast enough and more of these people are going to fall into scope, I will, of course, take further

**** Possible New Speaker ****

action. And I have liaised with HMT on this as well. John Mike Tapp. I'm the chair of the

**** Possible New Speaker ****

I'm the chair of the parliamentary group. So can I say to my hon. Friend, I think we all appreciate she inherited a scandal appreciate she inherited a scandal and I want to thank her for the access she's given to the unions to work with them closely in her. In work with them closely in her. In her statement, she mentioned the independent audit report. Can I ask if the Grant Thornton report is if the Grant Thornton report is going to be published and and when? And can I also say to her that the trade unions is willing to work with her in the gradual, the gradual, but I hope fast bringing

16:13

- -

in House this service, first of all, the front operations, then eventually the computer. But can I also say to the government went ahead and outsourced to capita the payment of salaries in three payment of salaries in three government departments and the Cinegy contract. Can I ask if there's any delay in wage payments there's any delay in wage payments at all? That contract is brought in House immediately.

**** Possible New Speaker ****

Mr. I want to thank the right hon. Member for his question. In relation to publishing the Grant Thornton Report. Due to some commercial legal sensitivities, we won't be able to do that. However, we are going to make it confidentially available to the PAC and PAC committees. I will, of course, work with the trade unions on any future plans we might have for the scheme, and I'm happy as well to work with the PCs parliamentary group. Further on that as well. The synergy contract did not fall under the remit of the did not fall under the remit of the Cabinet Office, and that was with DWP, but I'm sure his comments will have been heard.

16:14

Rt Hon John Glen MP (Salisbury, Conservative)

- -

John Glen thank.

16:14

- -

You. I had a number of constituents who've been affected. I thank the Minister for her comprehensive response, but the issue that response, but the issue that concerns me more than anything is that when this procurement process happens, it seems as a as a former Minister, I recognise this, that officials come to you, assuring you that a series of decision points have been gone through, and these are the best options available. Yet when these things go wrong, nobody is individually accountable. What would the Minister say to our constituents who are alarmed at the fact that nobody is apparently responsible for such a dire outcome?

16:14

Jon Trickett MP (Normanton and Hemsworth, Labour)

- -

Yeah.

**** Possible New Speaker ****

I mean. Of course, the contract and the procurement for this was done under procurement for this was done under the last government. But I, I think in relation to in relation to accountability, I think the accountability, I think the immediate priority for myself and the Cabinet Office is getting this crisis resolved and making sure that all our constituents get the that all our constituents get the pensions that they should have. There will, of course, be lessons learned, and I'll be looking into learned, and I'll be looking into that personally as well. But the priority at the minute is just getting people their pensions.

**** Possible New Speaker ****

Jon Trickett Jon Trickett thank you. Very much, sir. And when the hon. Gentleman says that people hon. Gentleman says that people should be held responsible and accountable for their actions, let's remember the House they let's remember the House they allocated this contract to capita, knowing that capita were recidivists and continually recidivists and continually breaking contracts which have been outsourced. But it is totally unacceptable that a woman who gave unacceptable that a woman who gave 40 years of a life living up to in my constituency has been left with no response from capita for over 300 days since we contacted them.

16:15

- -

It's unacceptable since when she was diagnosed with cancer. You can imagine the problems which people imagine the problems which people face in any event. But to pile on that, the problems which she has with illness is you can imagine the personal anguish. But can I just say to the Minister, has she has she been able to establish whether they are in breach of contract? And finally, can I say this, bring it

**** Possible New Speaker ****

back in House? Minister I want to thank my hon. Friend for his question, and I'm sorry to hear these constituents experience if he wants to write to me about that, because that is particularly terrible. I really I

16:16

Rachel Gilmour MP (Tiverton and Minehead, Liberal Democrat)

- -

encourage him to do so, and I will look into it in relation to bringing in bringing the scheme bringing in bringing the scheme back in House. We're looking at all the different in-house options at the minute. We've got a team doing that. We're working with the trade that. We're working with the trade unions and other experts on it, but I am really clear that capita need to clean up this mess, and it will to clean up this mess, and it will not be the UK taxpayer that pays to do it either, and we will be making sure we recoup any costs in

**** Possible New Speaker ****

sure we recoup any costs in relation to the additional support we've provided. Rachel Gilmour Mr. Speaker, I thank the Minister.

**** Possible New Speaker ****

For her statement. And as the hon. Member for. South Cotswolds mentioned, I. Also sit.

**** Possible New Speaker ****

Also sit. On the Public Accounts Committee, and we have done our best to get some reasonable responses from some reasonable responses from capita. My constituent, Jane, has been failed time and time again by been failed time and time again by capita, a five year delay to pension payments, poor communication and unexplained communication and unexplained suspension of their pension, and now an outrageous demand that she repay £8,000 because of Capita's mistake, not hers. Will the Minister condemn this treatment and reassure my constituents that the government will ensure she is treated fairly, following these serious errors, and that as a contractor, acting on behalf of the state capita a properly A held held to account for their failures because they have not been so far.

because they have not been so far.

16:17

Mr Clive Betts MP (Sheffield South East, Labour)

- -

I want to thank the hon. Member for her question, and I am sorry to learn of her constituents terrible experience and many more like it as well. If she would like to write to me with that, I'm happy to look into it. I will continue to hold capita to account. We. We have withheld nearly £10 million of contractual payments and capita are voluntarily paying a 10% invoicing, 10% reduction in their fee as well,

**** Possible New Speaker ****

until the service is restored to an appropriate level. Speaker. On the.

**** Possible New Speaker ****

On the. Public Accounts. Committee, as the chair said. We've had capita before us on

**** Possible New Speaker ****

We've had capita before us on many occasions. I don't think all my time in the House I've seen a my time in the House I've seen a worse example of incompetence and failure to deliver to deadlines and failure to deliver to deadlines and seemingly just not caring about the effects they're having on people and the distress they're causing every time they come along. I simply don't believe the word they say. So I say to the Minister, does she really have any confidence, despite all the guardrails she's putting in place and all the connections to the Cabinet Office, that capita are capable of delivering a scheme now that actually works and delivers pensions on time?

Certainly. Could I just congratulate her on the statement about looking at bringing the scheme in-house? It's a pity

**** Possible New Speaker ****

the previous government didn't think about that before they let the contract. Yeah. But because you then commit to

**** Possible New Speaker ****

But because you then commit to give the an update to the House on a regular basis, how far she's progressing with those possibilities, because in the end, it may be the only option to bring it back in house and give pensions

**** Possible New Speaker ****

a proper scheme, giving capital failures. Minister. I agree with my hon. Friend that the capital performance has been absolutely abysmal. There are no excuses from it and I will make no

16:19

- -

excuses for them and their terrible performance. I have more confidence in the rectification plan I've in the rectification plan I've outlined today, purely because of the involvement that the Cabinet Office officials and experts have

16:19

Rt Hon Wendy Morton MP (Aldridge-Brownhills, Conservative)

- -

had in it, and the fact that they now have access to the capita systems and data, which they did not have before, which will allow not have before, which will allow us to properly hold them to account on bringing the scheme in House. It's a manifesto commitment. We'll have the biggest wave of insourcing have the biggest wave of insourcing in a generation. I'm committed to that, as is everyone on this side of the House, and I will continue to update the House on progress made on this policy.

16:20

- -

Furthermore. >> I recognise the Minister's efforts to resolve this, and I'm grateful to her for meeting with me recently. But far too often, capita still remains completely unresponsive and sadly, trying to get an appointment at the MP surgeries now is proving very, very difficult. So last week I wrote to her about four outstanding cases in my constituency. So I just asked, like to ask if she'll commit personally to reviewing those cases and securing me a detailed update so that my constituents know what to expect, when to expect it, and to get the money that they are owed.

16:20

Rt Hon Nick Thomas-Symonds MP (Torfaen, Labour)

- -

Yeah. >> Minister. >> I want to thank the hon. Member for meeting with me recently and for raising her constituency cases. I will go away and make sure I identify those four cases and follow it up personally and get back to you as soon as possible. I'm sorry to hear that. She struggled to get an appointment with the surgeries. I will work with my officials to see if there's any way we can increase increase capacity so that everyone can get the appointments they need.

16:21

- -

Nick Thomas-Symonds thank you, Mr. Speaker. >> And only. constituent. >> Who gave notice of retirement in

**** Possible New Speaker ****

Who gave notice of retirement in March and still hasn't had his pensions. Quote, I commend the Minister very much on the very hard work she's put in over the summer. After the actions I took and the statement I made to the House in July, can she assure me that as she looks at the future of this scheme, she'll ensure she directs officials to do the preparatory work to make sure that those different insourcing options are viable ones that we can put to the house.

16:21

Pete Wishart MP (Perth and Kinross-shire, Scottish National Party)

- -

Minister. >> I want to thank the right hon. Member for his question, and also for all the work that he did up to the summer in in appointing the remedial advisers and for all the help he's given me since as well. Absolutely. I will make sure that the right preparation work is done in relation to any insourcing options and make sure that people in the civil service, when they retire, can have confidence in the scheme that we end up choosing, is the right one for them.

16:21

- -

Pete Wishart see, I found that an extraordinarily complacent and singularly unhelpful statement from the Minister, a damning indictment of successive governments failure to get to grips with what is a full blown pension crisis. It is not good enough just to simply criticise Centrica. We know how bad they are, but what people want to see is real, decisive government action. So will she commit to bringing this in-house, making sure that emergency payments are going to be paid out meaningfully to people who are in real trouble and get to grips with solving this once and for all.

16:22

Kirsteen Sullivan MP (Bathgate and Linlithgow, Labour )

- -

Yeah, yeah. >> I don't accept at all that this isn't a meaningful plan. I think I set out in some detail in my statement, the things and the resources the Cabinet Office are resources the Cabinet Office are putting in to make sure we get this whole process back on track and deliver for scheme members. I have deliver for scheme members. I have many former colleagues, in fact, who have been affected by this as well, and everyone is working night and day to try and rectify it. As I've said, we are looking at all options for insourcing, but what we don't want to do is anything that is going to bring further disruption to scheme members.

Everything we do must be scheme member led and what's in their interest. But of course we're looking at all the options and significant work is going into

**** Possible New Speaker ****

those contingency planning and future options for the Civil Service Pension Scheme. Mr. Sullivan.

**** Possible New Speaker ****

Mr. Sullivan. Thank you, Mr. Speaker, I thank the Minister for her update, and I do appreciate the focus on complex cases. I know that members across this House have many of them that this House have many of them that they are dealing with, but can also ask that she looks at the paid for

16:23

- -

fast track services. I have a constituent who paid almost £700 for a pension valuation to finalise his divorce. Now that was expected within ten working days. It took nine months and as a result cost him several times the original amount. Does the Minister agree with me that this is entirely unacceptable, and what action will she take to ensure that capita refunds, any payments taken for refunds, any payments taken for so-called fast tracked services that are nothing of the kind?

16:23

Rt Hon David Mundell MP (Dumfriesshire, Clydesdale and Tweeddale, Conservative)

- -

Minister. experience of my hon. Friend's constituent. It's absolutely disgraceful that

16:24

- -

They've been treated that way by >> They've been treated that way by capita. If she could write to me with the details about that, I'm happy to look at that personal case

**** Possible New Speaker ****

happy to look at that personal case and see if there's any further assistance that I can provide. David Mundell thank you, Mr.

**** Possible New Speaker ****

David Mundell thank you, Mr. Speaker. My constituents will very much welcome the robust tone that the Minister set out in her statement. But for constituents like John Carroll from Annan, who worked at the Dumfries prison and who has been waiting since February to hear anything meaningful from capita, what difference will today make in terms of his likelihood to get a response?

16:24

Catherine Fookes MP (Monmouthshire, Labour)

- -

Maya Ellis to thank the hon. Member for his question. I think Member for his question. I think that Cabinet Office officials are now working in lockstep with capita to make sure that they're delivering against the new delivering against the new rectification plan, which was recommended by the remedial adviser. We will be able to see, as I said, on a fortnightly basis, how capita are doing in relation to bringing down the case numbers, and that should give some indication as to the service level recovery. If it is not up to scratch, and we'll know that in the coming weeks.

I will, of course, update the House on any further action that we can take in order to improve the service.

**** Possible New Speaker ****

Catherine Fookes. Thank you. And thank you, Minister, for your statement. Communications with your statement. Communications with capita did get better for a time, but I'm afraid they've dropped off a bit now. And I wanted to share with you a really sad case of a woman who came to us in May 2026. She'd spent two hours on the phone to capita. She couldn't get through, to capita. She couldn't get through, and she had two pensions unpaid. She'd retired from the DWP with She'd retired from the DWP with breast cancer.

In June, she was contacted by another scheme member, completely different person, who

16:25

- -

said that on two occasions she had been sent this woman. My been sent this woman. My constituents details both the annual benefit statement and some other details about the scheme, which is an appalling breach of which is an appalling breach of GDPR. So can the Minister please help me resolve this particular case because it is still case because it is still outstanding. And also, will you be looking at. Sorry. Will the Minister be looking at compensation

**** Possible New Speaker ****

for those that have waited over two years, of which I have many also in my inbox. Minister I.

16:26

Sarah Dyke MP (Glastonbury and Somerton, Liberal Democrat)

- -

I'm sorry to hear the experience of the constituent of my hon. Friend. There are no excuses for Friend. There are no excuses for that. And under Capita's own own deadlines that they set themselves. That case should have been resolved by now. So if you'd like to write to me, I will take that up with the CEO of capita myself in relation to compensation. And I'm happy to have a further conversation with her about that, about what we're looking at. But obviously, the Pension Ombudsman is also aware of the situation with capita, and there'll be a number of people who

**** Possible New Speaker ****

want compensating for their loss of income and the impact that that's had on their life. I Mr Speaker.

**** Possible New Speaker ****

I Mr Speaker. A constituent. From Summerton. Applied to retire almost a year ago. She's had to withdraw her resignation twice because she didn't receive her pension quotation before her retirement. quotation before her retirement. And obviously, she can't afford to retire with no income. So if retire with no income. So if neither Capita or Cabinet Office can resolve my constituents problem, my my caseworkers have been attending regularly the casework fortnightly meetings with no fortnightly meetings with no resolution to this issue, and many others like it. Will the Minister personally intervene and tell my constituents, when shall we finally paid.

16:27

Tom Rutland MP (East Worthing and Shoreham, Labour)

- -

Minister?

**** Possible New Speaker ****

If the hon. Member would like to write to me with the details of that case, I will look at it myself that case, I will look at it myself and ensure that it's passed through my my private office as well. And that is the experience, I'm sorry to say, many scheme members, because of the failure of capita, but it is not acceptable and we are working day and night to make sure

**** Possible New Speaker ****

working day and night to make sure that capita are held to account and the service is improved. Tom Rutland thank you, Mr. Speaker.

**** Possible New Speaker ****

I thank the Minister for her statement. I've previously raised in this chamber the appalling delays that my constituents are

16:28

- -

facing in accessing their civil service pensions, which continue. Another problem they're experiencing is that if they don't experiencing is that if they don't agree with the amount that they receive, when they finally receive it, there's no response to their it, there's no response to their concerns from capita and indeed, no response to my correspondence on behalf of constituents. Will the Minister raise with capita the need Minister raise with capita the need to urgently respond to my constituents who are receiving lower amounts than they expected to,

16:28

Rt Hon Mark Pritchard MP (The Wrekin, Conservative)

- -

lower amounts than they expected to, and to make corrections where necessary. >> Minister. >> I thank my hon. Friend for that question. I will continue to challenge capita on this. And, in fact, I have, particularly in relation to MP correspondence, where their responses have not been acceptable. If he wants to write me with any specific cases, particularly the one he mentions, I will happily put it in front of

**** Possible New Speaker ****

capita myself. Mark Pritchard Mr Speaker. Let's not sugarcoat this.

**** Possible New Speaker ****

This contract has been a complete flop. Yes, it was awarded. Under the past government. Now it's Under the past government. Now it's under the current government. But of course, the Prime Minister is setting the standard of not having a blame game, although I've heard a a blame game, although I've heard a lot of that today. But what my constituents want here is when this is going to get sorted. Now, the is going to get sorted. Now, the Ministers talked about a recovery plan in April. Fail recovery plan in June. Fail recovery plan in September. Fail failure after failure after failure.

So will the Minister answer the question that my hon. Friend on the front bench put. And that is that capita will capita get any other government capita get any other government contracts? Will my constituents be compensated? And when is the Minister and the government going to take responsibility wanted to be in government. So now it's in government. Take control of this contract and get it sorted, because contract and get it sorted, because my constituents are suffering.

16:29

- -

Sorry, Minister.

**** Possible New Speaker ****

I want to thank the hon. Member for his questions. I think I've set out in the statement how we are out in the statement how we are taking responsibility, how we are holding capita to account and making sure that they fulfil their making sure that they fulfil their contractual obligations in relation to department and other government contracts. I cannot legal and contracts. I cannot legal and commercial reasons discuss that in this House right now, and who might be subject to that under the new be subject to that under the new procurement law? And I made that clear in earlier questions as well.

We are now moving to a member led approach where we deal with the most complex cases first. We will be able to see that on the fortnightly website update, where members will be able to see cases going down. So that is what we will be marking their progress against. Looking at the cases on on the website and the updates that capita sent to me and seeing those improvements, if those improvements don't start to materialise in the coming weeks, then I will return to the House with what further actions we may take.

16:30

Rt Hon Mark Pritchard MP (The Wrekin, Conservative)

- -

Yeah.

16:30

- -

Mr. Speaker. Could I also thank the Minister for her statement? I have, like other members of the House, a number of constituents who've provided years of service in the civil service, who've retired and yet have waited months to be paid. Could the Minister say more about the pressure she's putting on capita, and also on the options for taking the whole matter in-house?

16:31

Mike Martin MP (Tunbridge Wells, Liberal Democrat)

- -

Mr. nearly £10 million in contractual payments, and capita are voluntarily taking 10% less on their monthly payments as well, in terms of bringing it in-house. It's it's important that we get this right, and it's important we do it at the right time and make sure we pick the best model for this scheme so that service members don't have to suffer any further. We at the minute, liaising with trade unions, with pension experts and others to have a look at the different options for different types of of models. And I will return to this House when I have further updates on that.

16:31

- -

Mike Martin thank you, Madam Deputy Speaker. Like many honourable, right hon. Members of this House, I've got a, you know, a caseload full of constituents who've had their pensions not paid who've had their pensions not paid in the worst case, waiting for 11 months without a pension. My questions are twofold. Firstly, what compensation will the Minister be forcing to sorry, capita to pay those constituents who've missed out? And secondly, there are tax implications for the sequencing of payments. So payments can fall in different tax years, among other things. Will that all be squared away with HMRC, that people so that constituents and other people do

**** Possible New Speaker ****

not have to overpay tax. Minister. I want to thank the hon. Member for his questions. We are committed for his questions. We are committed to ensuring that no member is left financially worse off, and capita have committed to paying interest have committed to paying interest on late payments. All complaints will be handled with reference to will be handled with reference to the Pension Ombudsman standards. Compensation can be awarded following investigation under the

16:32

Anna Dixon MP (Shipley, Labour)

- -

internal Dispute Resolution procedure, first by capita and then by the Cabinet Office. If they're not satisfied, they then can refer to the Pension Ombudsman in relation to the tax issue, and it's difficult to comment on individual cases if there's a specific case he's aware of. If you would like to raise it with me, and I'll make sure that I'm liaising with HMT to ensure no one is negatively impacted.

16:33

- -

Anna Dixon thank you, Madam >> Anna Dixon thank you, Madam Deputy Speaker and I'd like to congratulate my hon. Friend for getting a grip of this issue. As a member of the Public Accounts Committee. As members here have heard, we've had repeated undertakings from capita that improvements were imminent and despite this, I, like many, have constituents still waiting for quotes and pension payments. The Minister set out clearly that Cabinet Office officials are effectively taking over the delivery from capita.

Does she agree this is a shambles and capita should pay for their failures? Mr.

16:33

Dame Caroline Dinenage MP (Gosport, Conservative)

- -

I want.

**** Possible New Speaker ****

To thank my hon. Friend for her questions. The Cabinet Office are leaning in, but I want to be leaning in, but I want to be absolutely clear that capita is still responsible for the contract, and they are still accountable for and they are still accountable for the delivery of any rectification plan. All options remain on the table. And as I've said, we are looking at different in-house models, both for this scheme, but also in line with our manifesto to have the biggest wave of insourcing

**** Possible New Speaker ****

in a generation. Caroline Dinenage. Yeah. Deputy speaker, I.

**** Possible New Speaker ****

Thank the Minister very much for updating the House today. I've had so much casework on this, and she will know in some really will know in some really heartbreaking stories. The fact is that the backlog, including the growing number of cases that are growing number of cases that are over 100 days old, is just continuing to grow. And one of those is my constituent, Ann, who those is my constituent, Ann, who had to leave work with a pulmonary a life threatening pulmonary pulmonary embolism and severe

16:34

- -

pulmonary embolism and severe pneumonia. Five months later, she's still waiting to receive her money. What? She'll be very disappointed with what the Minister has said today. I think what she's looking for is some really hard facts around timescales. When will this be sorted? Once and for all. Meaningful sanctions? When will we hear whether capita can be prevented from bidding for other government contracts? Or there could be some clawback of all the money that her department is spending on trying to put this right? And when will there be compensation for some of my constituents who've had to wait so long?

16:35

Kate Osborne MP (Jarrow and Gateshead East, Labour)

- -

I want to thank the hon. Member for raising her constituents case, and I'm sorry to hear vans and I'm sorry to hear vans experience under Capita's own self-imposed deadline. That case should have been resolved by now. If she wants to write to me about. If she wants to write to me about. If she hasn't already, I'll make sure that it is looked at in relation to capita and further contracts. It's this government has now brought in the Procurement Act 2023, which does allow us to consider poor performance in relation to then giving out other contracts.

But I as I've said previously, I cannot discuss if capita or any other organisation is subject to an investigation or anything in relation to Debarment, but that there is a lever at the disposal of the disposal of this government.

16:35

- -

Kate Osborne thank you. Like many other MPs. I'm still being many other MPs. I'm still being contacted by my constituents in Jarrow and Gateshead East. >> Regarding their civil.

**** Possible New Speaker ****

Service pensions and the unacceptable delays. It's deeply concerning that my constituent Julie, Who retired from the civil service in February, only had her pension finalised in September and these delays are causing huge distress and financial hardship. So can I ask the Minister if we are going to pay compensation, but it should be paid by capita and not from any pension pot, and that, if so, that it will be without having to navigate any or tiresome claims process. I want.

**** Possible New Speaker ****

To thank my hon. Friend for her question, and I'm I'm sorry to hear the experience that her constituents have had as of so many in this House. Today, in relation in this House. Today, in relation to compensation, as I've set out, we are absolutely determined that no member is going to be worse off as a result of Capita's failure, and the government is also determined to recoup every single

16:37

Wendy Chamberlain MP (North East Fife, Liberal Democrat)

- -

penny that we have had to spend, helping capita to resolve the failures that they should have been able to do themselves in relation to constituents being able to claim compensation. I will come back to this House at a later date once we've got this under control, and I'm happy to answer further questions on that. But as I've already set out, complaints will be handled in reference to the Pension Ombudsman standards.

16:37

- -

Wendy Chamberlain. East Fife Civil Service. >> Pension delays are not the only issue. I have previously spoken in this House of the jobs forgotten campaign for retired former police officers, who are dealing with the failings of the Scottish Public Pensions Authority as well. So I found the comments from the hon. Member for Perthshire interesting. And my my question to the Minister is this one of the things that my office are finding is just as they manage to sort somebody out, a new one comes on. I appreciate the the interest and focus on complex cases, but otherwise we are just firefighting.

If we are not stopping new cases emerging in the first instance. Minister.

16:38

Frank McNally MP (Coatbridge and Bellshill, Labour)

- -

I thank. >> I thank. >> The hon. Member for that question. There is a focus on complex cases, but we are also alongside that capital, alongside that are working to do cases are incoming on a live basis, particularly those that are relatively easy to resolve. So they are actually processing more cases than they're getting in. But because of the significant backlog and because of some of the high number of complex cases, it won't it won't still won't feel like a good service to many, many members.

16:38

- -

Frank McNally thank you very much, Madam Deputy Speaker, and I thank my hon. Friend for her statement today. As I mentioned in statement today. As I mentioned in the House before, my constituent, Mr. Fraser, served as a prison Mr. Fraser, served as a prison officer and retired in 2020. Yet six years on, he is still waiting for his accurate pension. Like many impacted by the McCloud remedy. He has been met with barrier after barrier with little to no explanation, as have I, when I have met with capita and as recently as this summer, so can my hon.

Friend update the House on what specific steps are being taken to clear those McLeod cases so that Mr. Fraser can receive what he is entitled to.

16:39

Mr Gagan Mohindra MP (South West Hertfordshire, Conservative)

- -

Minister. >> I want to thank him for raising his constituents case. As I said in my statement, I will come back to the House in the next month or so the House in the next month or so to give an update on the McCloud remedy. Capita has now completed the discovery phase, but due to delays and identified complexities of the remaining cohorts, it is not clear if the initial date is any. Is is achievable, but I will come back to the House and update on on what more will be doing to make sure that his constituents and others get the pension and entitled to Gagan Mohindra.

16:39

- -

Thank you, Madam Deputy Speaker. >> Thank you, Madam Deputy Speaker. Can I thank the Minister for her statement? Elizabeth, from Carpenders Park served as a Carpenders Park served as a Ministry of Justice usher for 23 years before retiring in January. Yet months later, she has still not Yet months later, she has still not yet received a single pension payment. This is despite spending over two hours sat in queues on the phone while simultaneously being prevented from using the pensions portal. Due to the high volume of inquiries. I am conscious that the Minister, via her office, is encouraging casework being brought to her.

I'm mindful there is a lot of casework across the House for that. And what efforts is she putting forward to ensure that increased capacity is made by both capita and the Cabinet Office to ensure both the backlog is dealt

**** Possible New Speaker ****

with as well as new cases? Minister. I thank him for his question,

**** Possible New Speaker ****

I thank him for his question, and I'm sorry to hear of Elizabeth's experience. It's totally unacceptable, as are so many of the cases we've heard today many of the cases we've heard today and many that we won't hear about as well. And as you will know, previously, the Cabinet Office have previously, the Cabinet Office have supplied nearly 150 staff in a surge team to help support capita surge team to help support capita in processing the backlog. We also now have Cabinet senior Cabinet officials working every single day with capita to make sure they're dealing with the complex cases that need quite, quite, quite serious expertise to get through them.

And we will continue to support capita in any way we can. I think the thing that the remedial report noted was that it was a technology that let them down in a big way. They have now put some further resource and money into the technology, so automation should help process some cases faster. But that is the biggest learning from the report is, frankly, when they the report is, frankly, when they said it was going to be the AI enabled pension scheme, that just wasn't the reality.

16:41

Douglas McAllister MP (West Dunbartonshire, Labour)

- -

Douglas McAllister. backlogs for civil service pension cases in the country. And while task force meetings helped me keep constituents informed, the delays remain unacceptable. On top of that, I have found that many pension quotes are incorrect, requiring manual recalculation by capita, whose revisions team is overwhelmed. My constituents are waiting too long for quotes that are often long for quotes that are often undervalued, or omit service years or use incorrect pay rates. So can I ask the Minister is the Minister aware of these particular issues, and what steps will the government take to address them?

16:42

- -

Minister.

16:42

Claire Young MP (Thornbury and Yate, Liberal Democrat)

- -

I am sorry to hear of the experience. My hon. Friend's constituents have had. It's totally unacceptable. Capita have been unacceptable. Capita have been totally unacceptable. And as I said in the statement, their performance has been utterly abysmal and they should hang their heads in shame at how they have treated dedicated public servants in this country. I will make sure that the particular issue he raises, I will take that up with my own officials and make sure that we're on to that to ensure there's no further improving that part of the service and so his constituents can get the correct quotes they need.

16:42

- -

Claire Young thank you, Madam Deputy Speaker. Another weekly surgery, another capita complaint, this time a constituent who has told one of her many calls to told one of her many calls to capita that she would have to wait while they accessed the spreadsheet. As someone is already using it, when the Minister talks about some slow improvement on technology, one can only imagine their starting point was a typewriter and abacus. Even with the support of officials, does the Minister really trust capita to safely deliver an AI enabled service to our constituents? Minister? Well.

**** Possible New Speaker ****

I agree with the hon. Member. You know, I'm not a tech expert myself, but I certainly know there is nothing AI about the system is nothing AI about the system capita have been using. It's totally unacceptable that they suggested that they would be, when suggested that they would be, when clearly they weren't ready to take on this level of automation, and they didn't have the technology they didn't have the technology available to them at the time. The Cabinet Office officials have said, are now working in the capita systems themselves day in, day out, systems themselves day in, day out, and to make sure that we're holding capita to account and challenging them that, as I said, there is some improvements to the technology, and I've told capita that those improvements need to continue to come and whatever they're putting in.

Frankly, there's more they can do. And I continue to tell them that every time I meet with them, that every time I meet with them, because as far as I'm concerned, it will never be good enough until every single person affected by this has a pension. They should this has a pension. They should have and frankly, receive the McKee.

16:44

Gordon McKee MP (Glasgow South, Labour)

- -

Thank you very.

16:44

- -

Much, Madam Deputy Speaker. My constituent Denise, lost her husband in September last year, and in the more than a year since, she has been passed from pillar to post by capita. As many of my other impacted constituents have. Now capita are telling me that they have lost the form Denise submitted in January. Does the Minister share my disgust at this rank incompetence and. We should do everything she can to help Denise and my constituents.

16:44

Jim Allister KC MP (North Antrim, Traditional Unionist Voice)

- -

Yes. will look at that case myself to ensure that capita find that paperwork or if it is resent, it's actioned immediately. And I think it's just indicative, frankly, as he says, of their total and utter incompetence. And, you know, we all need to be bearing in mind why it's so important we stick to our manifesto commitment to have the biggest wave of insourcing in a generation.

16:45

- -

Yeah. >> Jim Allister. >> Thank you. Could I ask the Minister, what should I say to my constituent who's a stage four cancer patient who applied for his civil service pension in April and has heard nothing? And what should I say to him about the fact that I, as his member of Parliament, wrote about his case to the Cabinet Office on the 26th of August, two months ago today, and equally have heard no. Had had no reply, and heard nothing.

**** Possible New Speaker ****

Thank you. I thank the hon. Member for his question. I'm sorry to hear that he hasn't had a reply to hear that he hasn't had a reply from the Cabinet Office. I will chase that when I get out of the chamber as a priority. I receive correspondence on a daily basis from members across the House, and I get on with them as quickly as I get on with them as quickly as possible. So I'm unsure why something was said on the 26th of August. Hasn't come to me yet, but August. Hasn't come to me yet, but I will chase that immediately.

And adding on to that, the case he describes is something that should have been resolved according to Capita's own deadline on the 1st of December. So when I received the correspondence, I will make sure correspondence, I will make sure it's chased appropriately.

16:46

Amanda Martin MP (Portsmouth North, Labour)

- -

Amanda Martin thank you, Madam Deputy Speaker. I want to firstly thank the Minister for her robust

16:46

- -

work in this area. Madam Deputy Speaker, Kaptur's handling of the civil service pensions is nothing short of a disgrace. I've seen people taking out loans, falling into debt, having bailiffs sent to their houses and suffering serious their houses and suffering serious mental distress as a result of this sham. This cannot be how we treat people who have dedicated their lives to public service. Whilst I lives to public service. Whilst I welcome today's statement and the government changes and the much needed action that she is taking, my constituents want capita to face consequences. So can the Minister say what consequences they have already faced, and will she guarantee further failure will mean further consequences?

16:46

Vikki Slade MP (Mid Dorset and North Poole, Liberal Democrat)

- -

Minister. >> Minister. >> I want to thank the hon. Member for her question, and I agree with her. As I've said probably a few her. As I've said probably a few times now, capita have been abysmal. And it's for that reason that that my predecessors in this role and I totally support, held back nearly £10 million in contractual payments to capita. Capita, now on a voluntary basis, are receiving 10% less on their monthly payments because they themselves recognise that their service is wholly inadequate. All other options remain on the table. Our monitor, on a fortnightly basis, the outcome of the new rectification plan and return to this house if it's not good enough.

16:47

- -

Vikki Slade Madam Deputy Speaker, Pat's father, died in September last year, and it took eight phone calls between October and May to be told that everything is in place. It then took another three months to be told the claim was accepted and literally waiting dispatch. We're now four months further on. We're now four months further on. Does the Minister think it's acceptable for it to take four months to put a stamp on the letter and send it out?

16:47

Lizzi Collinge MP (Morecambe and Lunesdale, Labour)

- -

Minister. the hon. Member would like to flag that case with me, I'll make sure it's chased. I will not make excuses for Capitas poor performance. They're accountable for their performance and they should be frankly ashamed.

16:48

- -

Lizzi Collinge. Thank you, Madam Deputy Speaker. >> Pension this year alone, and. >> Only three. >> Have been resolved. >> So I was. >> Really pleased to hear the Minister's strong statement today, Minister's strong statement today, because my constituents are fed up with being told by capita that things are improving when simply they are not. And the most heartbreaking case was one of a gentleman who I started helping at the beginning of this year, and he was since died, and his widow is now having to fight capita, and I'm doing everything I can to fight alongside, and I'm sure she'll be glad to know that the Minister is with her, too.

So what can the Minister say to give my constituents confidence that this situation will finally improve?

16:49

Susan Murray MP (Mid Dunbartonshire, Liberal Democrat)

- -

I want to. >> Thank my hon. Member for her question, and I do hope that capita are listening today and listening to the pain and hardship that they have caused. So many thousands of have caused. So many thousands of dedicated public servants up and down this country. As I've set out the new rectification plan that's being done alongside capita officials means that we should hopefully see some improvement. We'll be monitoring that on a fortnightly basis. And since capital will now be publishing the numbers, I will be keeping a close eye on that and I will make sure the house is updated as well.

16:49

- -

Susan Murray thank you, Madam Deputy Speaker. I've been contacted Deputy Speaker. I've been contacted by constituents in Mr. Mid Dunbartonshire, who's complaints capita has closed without capita has closed without resolution and whose pension quotes have disappeared. Now, I heard the Minister say that old cases will not be allowed to sit in backlogs without progress. But my constituent, who served 43 years in the DWP, alleges that this is an example of capita manipulating closure figures. Can the Minister tell me how the government is monitoring capita to make sure complaints are closed only once they have been resolved and quotes don't disappear?

Feed Live - Click to view video

Return to start of debate - Return to top of page