Question to the Cabinet Office:

To ask the Minister for the Cabinet Office, what steps he has taken to ensure that members of the Civil Service Pension Scheme with outstanding cases are informed of the latest developments regarding the management of the scheme.

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. 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 to ensure members receive the support they deserve. While the immediate focus remains on stabilising the service through this intensive recovery plan, we are committed to ensuring all staff, both former and serving, receive the quality of service and support they deserve.

We are applying contractual levers available to us to deal with performance failures, and we continue to explore all commercial avenues to hold them to account for the quality of their delivery. For example, 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.

Capitas contact centre has seen a significant increase in successful member interactions, achieving a 99% answer rate on 4 and 5 March. This increased accessibility ensures that members can engage with the service as the team continues to prioritise and read through the email queues.

This improved member contact is backed by a focus on critical cases. All death-in-service and ill-health retirement cases have been addressed, and over 6,000 inherited lump sum payments were cleared by 8 March. Progress updates have been shared internally via Angela MacDonald’s sprint updates and externally through GOV.UK and the Civil Service Pensions website.

The latest position of the Civil Service Pension Recovery Plan Update (16 March 2026) is available at this weblink: https://www.gov.uk/government/publications/civil-service-pension-recovery-plan-updates/civil-service-pension-recovery-plan-update-16-march-2026