Capita “Overwhelmed” by massive backlog

Speaking before the Public Accounts Committee on Thursday (12), senior executives from Capita revealed that incoming casework far exceeded expectations, starting with an “unheard‑of” 16,000 unread emails transferred during the handover. Daily call volumes also spiked to around 5,000, more than triple what Capita had prepared for.

Backlog far larger than expected

Capita confirmed to the committee that around 120,000 cases are currently awaiting action. This figure has increased since 1 December when Capita took over the contract. These include:

• 8,500 members missing expected pension payments
• 6,300 cases concerning deceased members
• 12,000 individuals due payments but not entered into the system.

Capita also reported receiving 20 million lines of corrupt data, further slowing the transition to the scheme’s new digital platform.

Capita apologises and accepts responsibility

Richard Holroyd, CEO of Capita Public Services, opened his evidence with an apology to pension scheme members experiencing delays.

“This service is not meeting the standards we expect or that members deserve. We’ve inherited a service in distress, and we now own the problem. It’s ours to fix.”

While MyCSP, the previous administrator, had warned unread emails would be passed on, Capita expected around 200, not 16,000.

To tackle the backlog, nearly 750 staff, including 150 extra civil servants, are now working on CSPS administration. Capita expects to clear the unread email backlog by the end of February.

PCS intervention

PCS has been working with our PCS parliamentary group on behalf of more than 8,000 members with delayed pension payments. You can email your MP to ask them to take action.

PCS continues to review the position with the Cabinet Office each week. We will be carefully monitoring progress including the adequacy of the loan scheme which is available through employers. PCS has made clear that members having incurred costs, and suffered emotional distress, must be fairly compensated. 

Emergency loans

Members are reporting to us that they are being asked for financial information in a humiliating telephone interview and then told a decision will be given in five days, but with a potential wait of 28 days to receive the payment.

As the emergency payments are being processed as employer loans, pensioners are being directed to contact their former employer. If your employment ended more than 12 months ago, and for payments to beneficiaries, this facility cannot be provided by the employer and people should contact Capita direct.

Capita can be contacted via their website or on 0300 123 6666. The postal address is Capita Pensions Solutions, PO Box 713, Darlington DL1 9JZ.

Complaints process

Capita has a complaints process and promises to respond within 20 working days. If you want to make a formal complaint because payment of your pension has been delayed you should use internal dispute resolution first, after which you can take a case to The Pensions Ombudsman. Find Form IDR1 on the scheme website to start the two stage process.