Cabinet Office minister Sally Jameson has said Capita\u2019s performance in administering the Civil Service Pension Scheme \u201cremains unacceptable\u201d in a statement to the House of Commons.<\/p>\n
Providing an update on the pensions crisis, Jameson said Capita\u2019s executive leadership had set itself two targets following its failure to meet its commitment to restore the scheme to contractual levels by the end of June: clear stock cases by 1 September 2026 and process cases within key performance indicators from 30 September 2026.<\/p>\n
Jameson said Capita has reported meeting its self-imposed 1 September target across five priority areas \u2013 bereavement, death in service, ill health retirement, retirement payments, and retirement quotes \u2013 but only for cases it categorises as \u201cworkable stock\u201d.<\/p>\n
\u201cWhile this step is noted, meeting a milestone on workable stock alone is not sufficient progress and does not constitute full service recovery,\u201d Jameson said.<\/p>\n
\u201cOverall performance remains unacceptable, and far too many scheme members continue to face uncertainty while waiting for their cases to be resolved.\u201d<\/p>\n
Jameson said the government \u201ccontinues to hold Capita firmly to account using all commercial levers available to it\u201d and will also \u201ccontinue work on actively shaping a long-term strategy to bring this pension scheme back in-house\u201d.<\/p>\n
The minister added that she intends to provide the House of Commons with a \u201csubstantive update\u201d in October following the conclusion of the technical audit and report being carried out by a remedial adviser.<\/p>\n
Last week\u2019s update from Cabinet Office civil service pensions director Richard Vianello included data from Capita which set out cases over 100 days old divided by those that are \u201cworkable\u201d or not, as shown in the table below. \u00a0<\/p>\n
\n\t
\n\t\t
\n\t\t\t
<\/p>\n
Case type over 100 days old<\/p>\n
\n\t\t\t
\n\t\t\t
<\/p>\n
Total number affected<\/p>\n
\n\t\t\t
\n\t\t\t
<\/p>\n
Workable, and to be paid within 15 days<\/p>\n
\n\t\t\t
\n\t\t\t
<\/p>\n
Currently \u2018non workable\u2019\u00a0and\u00a0require additional\u00a0information from a third party<\/p>\n
\n\t\t\t
\n\t\t
\n\t\t
\n\t\t\tBereavement
\n\t\t\t1,069
\n\t\t\t266
\n\t\t\t803
\n\t\t
\n\t\t
\n\t\t\tDeath in Service
\n\t\t\t308
\n\t\t\t41
\n\t\t\t267
\n\t\t
\n\t\t
\n\t\t\tIll health retirements
\n\t\t\t12
\n\t\t\t1
\n\t\t\t11
\n\t\t
\n\t\t
\n\t\t\tPayments
\n\t\t\t288
\n\t\t\t66
\n\t\t\t222
\n\t\t
\n\t
<\/p>\n
The update also revealed the progress Capita had made on clearing the backlog of retirement quotations. Vianello said that, at the end of\u00a0June, Capita\u00a0had\u00a0around 4,000\u00a0quotations\u00a0remaining\u00a0in the backlog, of which 1,500\u00a0were “complex”.\u00a0<\/p>\n
Capita\u00a0committed\u00a0to\u00a0clearing\u00a0the\u00a0backlog\u00a0within six weeks,\u00a0and\u00a03,087\u00a0quotes\u00a0were\u00a0issued by\u00a0the\u00a0end\u00a0of\u00a0August.\u00a0Vianello said he has asked\u00a0for\u00a0an\u00a0update on the remaining quotes and will share the timescales for clearing these in his next update.<\/p>\n
Vianello also noted difficulties members were having signing into the portal to access 2025-26 annual benefit statements. Vianello said Capita\u00a0chose\u00a0a\u00a0shortened\u00a0timeframe and this had\u00a0led to a surge in website and member portal traffic and difficulties registering or signing into the member portal and viewing or downloading annual benefit statements. Viannelo said Capita has recognised the issues and improving the portal performance “has been escalated as the highest priority technical issue, and Capita is working urgently to ensure all users can sign in as required”.<\/p>\n
Around 498,000 of this year’s annual benefit statements have\u00a0been loaded onto the member portal, whille a further 78,000 “will be\u00a0loaded\u00a0gradually\u00a0later\u00a0this\u00a0month\u00a0and\u00a0in\u00a0October”, he added.<\/p>\n
Capita has been approached for comment.<\/p>\n","protected":false},"excerpt":{"rendered":"Cabinet Office minister Sally Jameson has said Capita\u2019s performance in administering the Civil Service Pension Scheme \u201cremains unacceptable\u201d…\n","protected":false},"author":2,"featured_media":766231,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14],"tags":[84,4176,4174,4175,56,54,55],"class_list":["post-766230","post","type-post","status-publish","format-standard","has-post-thumbnail","category-personal-finance","tag-business","tag-finance","tag-personal-finance","tag-personalfinance","tag-uk","tag-united-kingdom","tag-unitedkingdom"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/766230","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/comments?post=766230"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/766230\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media\/766231"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media?parent=766230"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/categories?post=766230"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/tags?post=766230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}