Fair Play to Capita in working hard to sort out Civil Service Pension problem they inherited 👏15 Feb 2026 08:04
“Both Capita and the Cabinet Office take this responsibility very seriously and are urgently working together to put this right.
The service is improving and continues to improve week by week.
When Capita took over administration of the Civil Service Pension Scheme on 1 December 2025, a backlog of 86,000 cases was inherited from the previous administrator.
Further problems were then uncovered, including more than 15,000 unread emails.
Since transition we have been working tirelessly towards reducing the inherited backlog while working on new cases.
The normal volume of calls the service received was 7,000 per week, but after the transition this reached a peak of 25,000.
The average waiting time for a call about a bereavement is now less than a minute, and we are speaking to people who have been put into immediate hardship within five minutes.
We know many people in less urgent situations are waiting much longer to speak to someone, but we hope everyone understands we have to prioritise the most urgent cases.
Capita has 650 colleagues working on this now, 50% more than the previous provider.
We expect to restore service levels for the most urgent cases by the end of February, with full recovery of the remaining priority cases to follow.”