Asked by: Anna Sabine (Liberal Democrat - Frome and East Somerset)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, what key performance indicators and service standards apply to Capita’s administration of the Civil Service Pension Scheme; how frequently performance is reviewed by the Department; and whether the Department will publish regular statistics on (a) backlog volumes, (b) average processing times, and (c) the number of cases involving delayed pension payments.
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 been applied in respect to Capita's performance with recent issues and delays in administering the Civil Service Pension Scheme. We have implemented regular technical stand-ups between Cabinet Office experts and Capita administrators to monitor recovery velocity. Ministers are also regularly updated on the situation.
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.
Capita has made lump sum payments to 8,979 members, the majority of whom have retired but are not yet receiving their pension, and are on track to bring these members into regular pension payments by the end of April.
To provide immediate financial support to those who may need it, including those who have been dismissed with compensation, arrangements are in place for interest-free bridging loans typically up to £5,000 or £10,000 in exceptional cases to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members. The pension scheme continues to make monthly pension payments to approximately 730,000 existing pensioner members on time.
The latest position of the Civil Service Pension Recovery Plan Update is available at this weblink: https://www.gov.uk/government/publications/civil-service-pension-recovery-plan-updates, although this is only for the recovery period, and can be discontinued at any time. There are currently no other plans to publish regular statistics on Capita’s performance.
Asked by: Anna Sabine (Liberal Democrat - Frome and East Somerset)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, what estimate his Department has made of the number of Civil Service Pension Scheme members experiencing hardship due to delayed payments since Capita took over administration; what steps his Department is taking to help ensure hardship cases are prioritised; and whether bridging payments are available where full payment cannot be made immediately.
Answered by Satvir Kaur - Parliamentary Secretary (Cabinet Office)
The administration of the Civil Service Pension Scheme is the responsibility of the 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.
While hardship estimates are not held, Capita has made lump sum payments to 10,147members, the majority of whom have retired but are not yet receiving their pension, and are on track to bring these members into regular pension payments by the end of April.
To provide immediate financial support to those who may need it, including those who have been dismissed with compensation, arrangements are in place for interest-free bridging loans typically up to £5,000 or £10,000 in exceptional cases to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members. The pension scheme continues to make monthly pension payments to approximately 730,000 existing pensioner members on time.
The Cabinet Office has mandated Capita that they must restore service levels by the end of June 2026. We are using every commercial lever at our disposal, including withholding payments for deliverables that have not been met. We also reserve the right to take further formal action to ensure the service returns to the required standards.
The latest position of the Civil Service Pension Recovery Plan Update is available at this weblink: https://www.gov.uk/government/publications/civil-service-pension-recovery-plan-updates
Asked by: Anna Sabine (Liberal Democrat - Frome and East Somerset)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, what steps he has taken to help ensure that those who are waiting to have their pensions paid under the McCloud judgement are paid in a timely manner.
Answered by Anna Turley - Minister without Portfolio (Cabinet Office)
The administration of the Civil Service Pension Scheme (CSPS), including the implementation of the 2015 Remedy (McCloud), is the responsibility of the Minister for the Cabinet Office.
The Government is committed to implementing the remedy as quickly as possible. Capita took over responsibility of the Civil Service Pension Scheme from 1 December 2025, and Capita is currently preparing a delivery plan for undertaking all the outstanding Remedy work required.
Since October 2023 all members starting to receive their pension for the first time have been given their 2015 election options prior to their pension being put into payment.
From the Remedy group, there are c.70k members remaining (from the original 430k) requiring the issuing of a Remediable Service Statement and these are expected to be completed by March 2027. This will enable the member to either continue with their current benefits or opt for the alternative. It is important to note that all impacted members in receipt of a pension are already receiving benefits and that the remedy is an adjustment and the alternative scheme benefits will not automatically provide a member with a higher pension and lump sum. Where it does and the member makes an alternative scheme election, the difference between what has been paid and what is due, will be backdated to the original payment date and paid to the member inclusive of interest.
Asked by: Anna Sabine (Liberal Democrat - Frome and East Somerset)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, when those waiting for their pension repayments under the McCloud judgement will receive their payments.
Answered by Anna Turley - Minister without Portfolio (Cabinet Office)
The administration of the Civil Service Pension Scheme (CSPS), including the implementation of the 2015 Remedy (McCloud), is the responsibility of the Minister for the Cabinet Office.
Of the c.430,000 members subject to the McCloud judgment, all those retiring after 1 October 2023 have, or will, make a choice between their preferred pension options and no amendments need to be made to their pension in payment, as the work has been completed for this group.
Approximately 130,000 members who retired prior to October 2023, require an 'Immediate Choice' Remediable Service Statement, of which 44% (58,000) were issued before 31 March 2025 and members in this group (42,000) have confirmed their choice and their elections have been fully implemented. For the remaining 56% (c.70,000) of complex cases, the Cabinet Office has extended the delivery date to March 2027 both to prioritise accuracy for members and to protect wider services to all 1.7 million pension members. Capita, the new administrator from 1 December 2025 is drawing up plans and timelines for completion of this work.
It should be noted that many members who retired prior to October 2023, are not better off as a result of McCloud judgment and many choose to remain on the pension already in payment.
Asked by: Anna Sabine (Liberal Democrat - Frome and East Somerset)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, what information his Department holds on the number and proportion of adults who lived with their parents in each year between 2019 and 2024.
Answered by Georgia Gould - Minister of State (Education)
The information requested falls under the remit of the UK Statistics Authority.
A response to the Hon lady’s Parliamentary Question of 25th April is attached.
Asked by: Anna Sabine (Liberal Democrat - Frome and East Somerset)
Question to the Cabinet Office:
To ask the Minister for the Cabinet Office, what information his Department holds on the number and proportion of adults who live with their parents.
Answered by Georgia Gould - Minister of State (Education)
The information requested falls under the remit of the UK Statistics Authority.
A response to the Hon lady’s Parliamentary Question of 25th April is attached.