Question to the Cabinet Office:

To ask His Majesty's Government whether the Capita pensions management contract requires a streamlined process for emails from claimants to go directly to the relevant case, rather than having to be processed by a separate team.

Capita, the pension scheme administrator, provides a dedicated 'Contact Us' facility within the member portal, which utilises some automated sifting to categorise and direct inquiries. This process allows for both automated allocation and targeted manual review to ensure that correspondence is accurately routed to the appropriate specialist teams for resolution.

To further streamline the member experience, Capita is currently rolling out enhanced online tracking functionality. This will allow members to view the real-time progress of their retirement cases directly, reducing the requirement for manual correspondence and providing a more transparent, self-service digital journey. This functionality is in the process of being rolled out to members.