From Richard Vianello, Director, Civil Service Pensions
20 August 2026
We are already supporting Capita with some of the more complex quotes, but have asked Capita to share details of the ill health retirement and death in service cases that are over 150 days old. We need to understand why Capita is unable to make the required payments to members and their families i.e. what information is missing, at what stage in Capita’s process have they become stuck at and why? Once those complex cases are complete (and in payment), I will ask Capita to share information about member cases that are over 100 days old.
I have also agreed with Capita that the Government Actuary’s Department will deploy a number of colleagues to help work through some of the very oldest, and most complex, cases. Some of these were old at the point of transfer from MyCSP (the previous administrator), and it is not right that members have been waiting so long – in some instances for several years. We will work with Capita to put these right and into payment as soon as possible.
I mentioned last time that we were looking at different ID verification options – we have now agreed for Capita to start to use credit referencing agencies. This will make the end-to-end journey smoother, and considerably faster for the vast majority of members who have been waiting patiently for their payment(s).
Capita has now implemented a bulk processing tool which speeds up the processing of retirement quotes, retirement payments and bereavement cases. Last week c4800 cases went through bulk processing and have been paid as per their entitlement.
Many of you have written to me asking for information about the One Gov Delivery Agency, and whether that changes the relationship of Civil Service Pensions with Capita. The contract does not change; however we are building the capability and capacity within the One Gov Delivery Agency to be able to provide a greater depth of quality assurance, with direct access to data. We are also using operational delivery expertise to ensure processes are as efficient as possible.
Some of you have been asking for far more granular data, and for an explanation of the data we have been sharing. The headline figures in previous updates show the total work on hand – this includes new cases and those that are overdue. It is inevitable that they will fluctuate week on week as new members apply for retirement, and Capita puts quotes into payment. However this means the data does not clearly set out how old cases are, and how long it will take to get those members or their families the money that is owed. Therefore, going forward, I will share the total number of cases that are over 100 days since the member or their estate administrator first made contact with Capita, across the four main areas of work. I have asked that this is broken down into two further categories – cases where Capita has all the information required to make a payment/complete the task; and cases where Capita is awaiting information from a third party (either the member, their representative, or an employer).
Bereavement – Capita has 1082 cases which are over 100 days old and Capita has all the necessary information to put these into payment; 779 member cases are awaiting a third party response for further information.
Death in service – Capita is managing 45 death in service cases which are over 100 days old and has all the information needed to calculate the award and make the payment. There are a further 242 cases over 100 days where Capita is awaiting information from a third party.
Ill health retirement cases – 6 member cases are over 100 days old where Capita is able to start making payments; 12 are with a third party for further information.
Retirement payments – 68 member cases are over 100 days and Capita has all the information needed to make payments; 267 member cases are with a third party and need additional information before a payment can be set up and paid.
In my next update, I will include when Capita expects to make the payments for applications where they have complete data.
Finally, 2026 Annual Benefit Statements (ABS) will start being loaded onto the member portal next week. Members who have registered for the member portal will be notified by email, with around 8,000 members getting their ABS via post. While some ABS will be issued after the end of August, we are committed to completing the ABS activity as rapidly as possible. Capita will be providing more details on this next week, and updating the website shortly with information about ABS distribution; the new-look template for the ABS; and how Capita will support members with ABS queries.
Richard Vianello
Director, Civil Service Pensions
CSPA View
While we welcome the publication of more detailed data, it remains extremely difficult for members to understand whether meaningful progress is being made. The figures reported in successive Taskforce updates measure different things, use different definitions and cover different populations of cases. Without consistent reporting of the same metrics over time, neither members nor stakeholders can accurately assess whether backlogs are reducing or whether service recovery is genuinely on track.
Our primary focus remains advocating for our members and ensuring their concerns are heard. We continue to meet weekly with Cabinet Office officials to escalate individual cases, challenge delays, press for faster resolutions and seek a stabilisation of the service.
