The specific contractual Key Performance Indicator (KPI) targets and individual performance percentages for the Civil Service Pension Scheme are commercially confidential and are not routinely published.

However, the Government is committed to transparency regarding operational recovery. Priority is being directed towards high-impact and vulnerable cases - specifically bereavement, death-in-service, and ill-health retirement awards - to clear backlogs, stabilise operational workflows, and return performance across all categories. Cabinet Office closely monitors Capita’s delivery of the Civil Service Pension Scheme. Ministers have been clear that Capita’s performance has fallen short of acceptable standards, which is why urgent intervention is underway; including mandating production of a formal service rectification plan.

The Government is taking robust action to hold Capita to account. This includes withholding £9.9 million in contract payments for undelivered milestones, alongside confirmation that the Government surge team costs will be recovered directly from Capita. Independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense. Further commercial, legal, and operational options remain on the table, and work is continuing on actively shaping a long-term strategy to bring this pension scheme back in-house.

The specific contractual Key Performance Indicator (KPI) targets and individual performance percentages for the Civil Service Pension Scheme are commercially confidential and are not routinely published.

However, the Government is committed to transparency regarding operational recovery. Priority is being directed towards high-impact and vulnerable cases - specifically bereavement, death-in-service, and ill-health retirement awards - to clear backlogs, stabilise operational workflows, and return performance across all categories. Cabinet Office closely monitors Capita’s delivery of the Civil Service Pension Scheme. Ministers have been clear that Capita’s performance has fallen short of acceptable standards, which is why urgent intervention is underway; including mandating production of a formal service rectification plan.

The Government is taking robust action to hold Capita to account. This includes withholding £9.9 million in contract payments for undelivered milestones, alongside confirmation that the Government surge team costs will be recovered directly from Capita. Independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense. Further commercial, legal, and operational options remain on the table, and work is continuing on actively shaping a long-term strategy to bring this pension scheme back in-house.

For too long, over-privatisation of our essential sectors have resulted in higher costs for consumers and poorer services. The Government is clear that the public has a right to expect these services to be affordable and accountable. The Public Control Taskforce is exploring how greater public control can ensure our essential services - housing, water, energy and transport - run in the interest of those who use them. Later this year, we will publish our plan for Britain and set out how, over 10 years, we will make this country work for the public again.

The Taskforce sits within the Office for the Prime Minister & Cabinet, and is being driven forward by First Secretary of State, Louise Haigh. The Taskforce is drawing on expertise across central government, local government, and wider academia, business and civil society.

The Cabinet Office Statement of Practice is already publicly available on GOV.UK.

The conditions for releasing the withheld payments require the completion of specific deliverables. Each deliverable within the applicable milestone must be achieved and formally signed off by the authority.

The scheme will automatically pay interest on delayed benefits to protect members from financial loss. The statutory complaints process evaluates claims for financial loss, distress, and inconvenience on a case-by-case basis, to determine whether any compensation is due, and is operated in strict accordance with the standards set by the Pensions Ombudsman.

The conditions for releasing the withheld payments require the completion of specific deliverables. Each deliverable within the applicable milestone must be achieved and formally signed off by the authority.

The scheme will automatically pay interest on delayed benefits to protect members from financial loss. The statutory complaints process evaluates claims for financial loss, distress, and inconvenience on a case-by-case basis, to determine whether any compensation is due, and is operated in strict accordance with the standards set by the Pensions Ombudsman.

A Lasting Power of Attorney is valid only during an individual’s lifetime. As it ceases upon death, it cannot be used to authorise access to a deceased member’s Civil Service Pension record.

The Civil Service Pension Scheme portal does not have a facility for third-party access to a member’s record. However, executors or personal representatives can obtain the information required to administer the estate directly from Civil Service Pensions. To do so, they must provide proof of identity and legal authority, such as a Grant of Probate, Letters of Administration, or a copy of the Will.

For too long, our essential sectors have suffered from over-privatisation. The Government is clear that the public has a right to expect these services to be affordable and accountable. The Public Control Taskforce is exploring how greater public control can ensure our essential services - housing, water, energy, and transport - run in the interest of those who use them. Later this year, we will publish our plan for Britain and set out how, over the next decade, we will make this country work for the public again.

The Taskforce sits within the Office for the Prime Minister & Cabinet, and is being overseen by First Secretary of State, Louise Haigh. The Taskforce is drawing on expertise across central, regional and local government, as well as wider academia, business and civil society.

The First Secretary of State, Louise Haigh, is driving forward the work of the taskforces, working closely with Cabinet colleagues. Ministers attend regular meetings where relevant to the agenda.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme (CSPS) in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and the Government continues to hold Capita to account for delivery of the service, applying all contractual levers. This includes withholding £9.9 million in contract payments for undelivered milestones. We intend to seek to recover all the Government’s delay-related costs, and that Capita bear the costs of their failure, not the taxpayer.

Ministers have been clear that Capita’s performance has fallen short of acceptable standards, which is why urgent intervention has been taken; including mandating production of a formal service rectification plan.

Independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense, to determine the effectiveness of these measures and test the validity and deliverability of Capita’s formal contract Rectification Plan. An update on this will be provided to Parliament in October.

Further commercial, legal, and operational options remain on the table, and work is continuing on actively shaping a long-term strategy to bring this pension scheme back in-house.

The Government is committed to transparency regarding operational recovery. Priority is being directed towards high-impact and vulnerable cases - specifically bereavement, death-in-service, and ill-health retirement awards - to clear backlogs, stabilise operational workflows, and return performance across all categories. Cabinet Office closely monitors Capita’s delivery of the CSPS, and to improve performance, the Cabinet Office have set up daily performance meetings with Capita to ensure that they are prioritising the most vulnerable and urgent cases alongside administering the wider pensions scheme. While Capita reported meeting its 1st September milestone on workable stock across priority operational areas, overall performance remains unacceptable and does not constitute full service recovery.

To specifically prioritise cases where members are facing hardship, the Department has taken the following direct steps:

• Health Circumstances: All outstanding ill-health retirement and death-in-service cases have been placed under strict, individual 'hypercare' tracking. We have deployed a cross-government surge team of over 140 civil servants, alongside experts from the Government Actuary’s Department, to bypass standard queues and directly clear the oldest and most complex cases.

• Financial Hardship: To provide immediate financial support to those who may need it, including those who have left under the compensation scheme, arrangements are in place for interest-free bridging loans of £5,000 and up to £20,000 in exceptional cases - to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members.

• Other Exceptional Circumstances: These are considered for prioritisation and ‘hypercare’ tracking on a case-by-case basis.

We have also established dedicated virtual surgeries for MPs and caseworkers to escalate urgent and exceptional cases directly with a Capita caseworker.

The CSPS is implementing a temporary process to pay interest on benefits paid more than one month after a member’s retirement date. This applies for those who receive retirement payments after 1 December 2025, and interest will be calculated at the Bank of England base rate plus 1%. Capita will automatically calculate the interest owed, there is no need for members to apply.

Regular updates on the work to recover the service, continue to be posted on the Civil Service Pensions member portal and on GOV.UK.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme (CSPS) in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and the Government continues to hold Capita to account for delivery of the service, applying all contractual levers. This includes withholding £9.9 million in contract payments for undelivered milestones. We intend to seek to recover all the Government’s delay-related costs, and that Capita bear the costs of their failure, not the taxpayer.

Ministers have been clear that Capita’s performance has fallen short of acceptable standards, which is why urgent intervention has been taken; including mandating production of a formal service rectification plan.

Independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense, to determine the effectiveness of these measures and test the validity and deliverability of Capita’s formal contract Rectification Plan. An update on this will be provided to Parliament in October.

Further commercial, legal, and operational options remain on the table, and work is continuing on actively shaping a long-term strategy to bring this pension scheme back in-house.

The Government is committed to transparency regarding operational recovery. Priority is being directed towards high-impact and vulnerable cases - specifically bereavement, death-in-service, and ill-health retirement awards - to clear backlogs, stabilise operational workflows, and return performance across all categories. Cabinet Office closely monitors Capita’s delivery of the CSPS, and to improve performance, the Cabinet Office have set up daily performance meetings with Capita to ensure that they are prioritising the most vulnerable and urgent cases alongside administering the wider pensions scheme. While Capita reported meeting its 1st September milestone on workable stock across priority operational areas, overall performance remains unacceptable and does not constitute full service recovery.

To specifically prioritise cases where members are facing hardship, the Department has taken the following direct steps:

• Health Circumstances: All outstanding ill-health retirement and death-in-service cases have been placed under strict, individual 'hypercare' tracking. We have deployed a cross-government surge team of over 140 civil servants, alongside experts from the Government Actuary’s Department, to bypass standard queues and directly clear the oldest and most complex cases.

• Financial Hardship: To provide immediate financial support to those who may need it, including those who have left under the compensation scheme, arrangements are in place for interest-free bridging loans of £5,000 and up to £20,000 in exceptional cases - to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members.

• Other Exceptional Circumstances: These are considered for prioritisation and ‘hypercare’ tracking on a case-by-case basis.

We have also established dedicated virtual surgeries for MPs and caseworkers to escalate urgent and exceptional cases directly with a Capita caseworker.

The CSPS is implementing a temporary process to pay interest on benefits paid more than one month after a member’s retirement date. This applies for those who receive retirement payments after 1 December 2025, and interest will be calculated at the Bank of England base rate plus 1%. Capita will automatically calculate the interest owed, there is no need for members to apply.

Regular updates on the work to recover the service, continue to be posted on the Civil Service Pensions member portal and on GOV.UK.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme (CSPS) in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and the Government continues to hold Capita to account for delivery of the service, applying all contractual levers. This includes withholding £9.9 million in contract payments for undelivered milestones. We intend to seek to recover all the Government’s delay-related costs, and that Capita bear the costs of their failure, not the taxpayer.

Ministers have been clear that Capita’s performance has fallen short of acceptable standards, which is why urgent intervention has been taken; including mandating production of a formal service rectification plan.

Independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense, to determine the effectiveness of these measures and test the validity and deliverability of Capita’s formal contract Rectification Plan. An update on this will be provided to Parliament in October.

Further commercial, legal, and operational options remain on the table, and work is continuing on actively shaping a long-term strategy to bring this pension scheme back in-house.

The Government is committed to transparency regarding operational recovery. Priority is being directed towards high-impact and vulnerable cases - specifically bereavement, death-in-service, and ill-health retirement awards - to clear backlogs, stabilise operational workflows, and return performance across all categories. Cabinet Office closely monitors Capita’s delivery of the CSPS, and to improve performance, the Cabinet Office have set up daily performance meetings with Capita to ensure that they are prioritising the most vulnerable and urgent cases alongside administering the wider pensions scheme. While Capita reported meeting its 1st September milestone on workable stock across priority operational areas, overall performance remains unacceptable and does not constitute full service recovery.

To specifically prioritise cases where members are facing hardship, the Department has taken the following direct steps:

• Health Circumstances: All outstanding ill-health retirement and death-in-service cases have been placed under strict, individual 'hypercare' tracking. We have deployed a cross-government surge team of over 140 civil servants, alongside experts from the Government Actuary’s Department, to bypass standard queues and directly clear the oldest and most complex cases.

• Financial Hardship: To provide immediate financial support to those who may need it, including those who have left under the compensation scheme, arrangements are in place for interest-free bridging loans of £5,000 and up to £20,000 in exceptional cases - to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members.

• Other Exceptional Circumstances: These are considered for prioritisation and ‘hypercare’ tracking on a case-by-case basis.

We have also established dedicated virtual surgeries for MPs and caseworkers to escalate urgent and exceptional cases directly with a Capita caseworker.

The CSPS is implementing a temporary process to pay interest on benefits paid more than one month after a member’s retirement date. This applies for those who receive retirement payments after 1 December 2025, and interest will be calculated at the Bank of England base rate plus 1%. Capita will automatically calculate the interest owed, there is no need for members to apply.

Regular updates on the work to recover the service, continue to be posted on the Civil Service Pensions member portal and on GOV.UK.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme (CSPS) in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and the Government continues to hold Capita to account for delivery of the service, applying all contractual levers. This includes withholding £9.9 million in contract payments for undelivered milestones. We intend to seek to recover all the Government’s delay-related costs, and that Capita bear the costs of their failure, not the taxpayer.

Ministers have been clear that Capita’s performance has fallen short of acceptable standards, which is why urgent intervention has been taken; including mandating production of a formal service rectification plan.

Independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense, to determine the effectiveness of these measures and test the validity and deliverability of Capita’s formal contract Rectification Plan. An update on this will be provided to Parliament in October.

Further commercial, legal, and operational options remain on the table, and work is continuing on actively shaping a long-term strategy to bring this pension scheme back in-house.

The Government is committed to transparency regarding operational recovery. Priority is being directed towards high-impact and vulnerable cases - specifically bereavement, death-in-service, and ill-health retirement awards - to clear backlogs, stabilise operational workflows, and return performance across all categories. Cabinet Office closely monitors Capita’s delivery of the CSPS, and to improve performance, the Cabinet Office have set up daily performance meetings with Capita to ensure that they are prioritising the most vulnerable and urgent cases alongside administering the wider pensions scheme. While Capita reported meeting its 1st September milestone on workable stock across priority operational areas, overall performance remains unacceptable and does not constitute full service recovery.

To specifically prioritise cases where members are facing hardship, the Department has taken the following direct steps:

• Health Circumstances: All outstanding ill-health retirement and death-in-service cases have been placed under strict, individual 'hypercare' tracking. We have deployed a cross-government surge team of over 140 civil servants, alongside experts from the Government Actuary’s Department, to bypass standard queues and directly clear the oldest and most complex cases.

• Financial Hardship: To provide immediate financial support to those who may need it, including those who have left under the compensation scheme, arrangements are in place for interest-free bridging loans of £5,000 and up to £20,000 in exceptional cases - to most recent retirees facing payment delays. This is alongside interim lump sum payments being made to provide immediate funds to retiring members.

• Other Exceptional Circumstances: These are considered for prioritisation and ‘hypercare’ tracking on a case-by-case basis.

We have also established dedicated virtual surgeries for MPs and caseworkers to escalate urgent and exceptional cases directly with a Capita caseworker.

The CSPS is implementing a temporary process to pay interest on benefits paid more than one month after a member’s retirement date. This applies for those who receive retirement payments after 1 December 2025, and interest will be calculated at the Bank of England base rate plus 1%. Capita will automatically calculate the interest owed, there is no need for members to apply.

Regular updates on the work to recover the service, continue to be posted on the Civil Service Pensions member portal and on GOV.UK.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme (CSPS) in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and this Government has taken firm action to resolve them. We have deployed additional resources to expedite priority cases, so that serving and former staff can receive the high standard of service they deserve.

The Government is taking robust action to hold Capita to account. This includes withholding £9.9 million in contract payments for undelivered milestones, alongside confirmation that the Government surge team costs will be recovered directly from Capita. To date, out of the 12 contractually defined transition phases, multiple critical milestones have been missed, leaving only £17,351,934.85 excluding VAT authorised and paid to date.

Recognising the service failures to date, Capita has agreed to reduce monthly service charges, pending conclusion of the ongoing commercial review of contract performance. The total paid for the ten months December 2025 to September 2026 is £18,929,469.80 excluding VAT.

The Government continues to hold Capita to account for delivery of the service, applying all contractual levers, and we intend to seek to recover all the Government’s delay-related costs, and that Capita bear the costs of their failure, not the taxpayer.

Interest will be paid on delayed benefits to avoid financial loss by members. In addition, the existing statutory complaints process evaluates claims for financial losses, as well as distress and inconvenience caused, on a case-by-case basis to determine whether compensation is due. This ensures that any retiree who provides evidence of extra costs, such as bank penalties or interest charges caused by the delay, is fairly assessed. All complaints will be handled with reference to Pensions Ombudsman standards.

Regular updates on the work to recover the service continue to be posted on the Civil Service Pensions member portal and on GOV.UK.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme (CSPS) in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and this Government has taken firm action to resolve them. We have deployed additional resources to expedite priority cases, so that serving and former staff can receive the high standard of service they deserve.

The Government is taking robust action to hold Capita to account. This includes withholding £9.9 million in contract payments for undelivered milestones, alongside confirmation that the Government surge team costs will be recovered directly from Capita. To date, out of the 12 contractually defined transition phases, multiple critical milestones have been missed, leaving only £17,351,934.85 excluding VAT authorised and paid to date.

Recognising the service failures to date, Capita has agreed to reduce monthly service charges, pending conclusion of the ongoing commercial review of contract performance. The total paid for the ten months December 2025 to September 2026 is £18,929,469.80 excluding VAT.

The Government continues to hold Capita to account for delivery of the service, applying all contractual levers, and we intend to seek to recover all the Government’s delay-related costs, and that Capita bear the costs of their failure, not the taxpayer.

Interest will be paid on delayed benefits to avoid financial loss by members. In addition, the existing statutory complaints process evaluates claims for financial losses, as well as distress and inconvenience caused, on a case-by-case basis to determine whether compensation is due. This ensures that any retiree who provides evidence of extra costs, such as bank penalties or interest charges caused by the delay, is fairly assessed. All complaints will be handled with reference to Pensions Ombudsman standards.

Regular updates on the work to recover the service continue to be posted on the Civil Service Pensions member portal and on GOV.UK.