New Capita-run Civil Service Pension Scheme - problems (what a surprise!)

horsewithnoname

according to colleagues, some have now received their pensions, some are still waiting - there seems no rhyme or reason regarding dates and length of wait.

HedgehogRulez

https://forums.moneysavingexpert.com/discussion/comment/82030376#Comment_82030376

your haiku could use some work

NewtsInThePond

Capita issues mentioned in a radio article as part of the BBC2 Jeremy Vine Show today! Starts at 1h07m in, for anyone interested in listening on BBC Sounds…Jeremy Vine - Belfast knife attack and civil service pensions - BBC Sounds

ali_bear

A limerick would be more fitting

QrizB

Capita pension

Retirement plans upset

No-one is surprised.

FIREDreamer

https://forums.moneysavingexpert.com/discussion/comment/82030483#Comment_82030483

A retiree from the British Isles
Checked Capita's portal for files
"Your quote is delayed,"
Was the answer they say-ed,
With no trace of a pension or smiles.

Jemma01

Are you in the public sector? They have hardship payment scheme (which are recoverable) if you need financial help. I really wonder what others go through 😢

xylophone

A limerick would be more fitting

Or a nursery rhyme…. ?😊

When will you pay me, said the bells of Old Bailey…….I'm sure I don't know, said the great bell of Bow…..

hugheskevi

Useful update provided today, at this link.

Summarising the numbers in the letter, the position is as below:

Telephone answering times remain problematic, with an average response time of 17.5 minutes in mid-June.

Capita say they are on target to restore service to all key performance indicators by the end of June. From the date of the update, there are 20 working days remaining in June to achieve this.

That leaves the rest of the timeline looking like this:

• End June - have implemented at least 400 of the Immediate Choice elections received but not yet implemented from the statements sent out between January and March 2025 (commitment made by Capita at 26th March Public Accounts Committee hearing [see Q233]
• 7th July - Combined PAC / PACAC session with the Minister for the Cabinet Office and senior officials (tbc)
• 31st August - statutory deadline for combined ABS/RSS annual statements to active members
• 30th September - all pensions relating to the quotes issued by end June put into payment and arrears paid
• 6th October - statutory deadline for Pension Saving Statements to be issued
• 31st October - deadline for Pension Dashboard connection
• Payment of interest on late payments, which will be paid separately to the arrears payments that will be made in May, June, July, August, and September (no date committed to)
• Transfers in and out that have been deprioritised, and those affected by the transfer suspension when the new discount rate was annonuced.
• Implement new actuarial factors based on new SCAPE discount rate of CPI+2% (factors not yet produced by the Govt Actuary's Dept so no timeline)
• 6 April 2027 - implement Inheritance Tax changes
• Mid 2027 - Immediate Choice Remedy Saving Statements all issued (and presumably remaining deferred members RSS)

The following are things that should have already been delivered but were not, and as yet have no date attached to them:

• Annual Benefit Statements for years prior to 2025 are to be available in member portal
• Retirement Modeller to be available in the member portal
• Portal updates - It is unclear what, if anything, is planned here as there have been no comprehensive updates recently. Capita previously said that only 1% of members don't have access, but many were still reporting lost access (username or password suddenly unrecognised and can't be reset). Live Chat only seemed to deal with portal access issues, with other queries having to go through the portal. Many report no answer to queries submitted through portal. Track my case seems extremely basic, and of little use other than to confirm the case is within Capita's system given it only says in progress or resolved. Uploading of documents seems problematic too (only one at a time, or limited size of document, or unable to upload anything at all).

hyubh

https://forums.moneysavingexpert.com/discussion/comment/82029693#Comment_82029693

Mind blown… The fact Capita have won yet another massive contract from central government… The fact the government department concerned commissioned a 'minimum plausible cost' test that Capita massively failed, yet the department then proceeded to completely ignore… The fact said department couldn't handle bid documents properly… The fact Capita won the contract competing against a reasonably competent incumbent… The fact the department is now in a slanging match with said incumbent, while Capita make statements saying they obviously made the best bid, how could you doubt how wonderful they are…?