Welcome back, Minister.
The issues and delays facing a number of civil servants and pension scheme members in accessing their pensions after a lifetime of service is completely unacceptable. The Government are overseeing a robust recovery plan for the service and are ensuring that support is available to help those impacted. My right hon. Friend the Paymaster General has met the chief executive of Capita to set out what the Government expect, and we will do all we can to hold Capita to account to deliver the high standards that people deserve.
I thank the Minister for her answer because, like many hon. Members on both sides of the House, I have been getting correspondence from former civil servants whose payments have been excessively delayed since Capita took over. I note what the Minister says about the Secretary of State meeting the chief executive of Capita, but would she commit to a full review of the service that Capita has provided so far? Will she also commit to making either a verbal or a written statement to the House about the actions being taken to make this service work better?
The priority right now is to ensure that the robust recovery plan is completed and that we get a normal service as quickly as possible. Of course, we will continue to update the House.
I welcome my hon. Friend to her place. My constituents Richard, Peter and Chris all planned to retire in January and all gave at least the required notice to get their pensions; I have many other cases of people waiting too. January has been and gone, as has February, and despite repeated attempts to get their pensions and hours in phone queues, these poor people have not seen a penny. Will the Minister please update me on when she expects a return to proper service levels, and whether she will look at MyCSP and Capita providing compensation to those who face such serious financial hardship?
I am sorry to hear about the stress caused to Richard, Peter and Chris—that is completely unacceptable. There is a timetable in our recovery plan. I encourage my hon. Friend to write to me so that the team can look into that case.
A constituent approached me in January having applied for his pension over six months earlier, with no resolution. He has been forced to draw on his personal savings simply to get by. Will the Government introduce a redress scheme for pensioners who were forced to deplete their savings or even take out commercial loans?
Hardship loans are available, and a statutory complaints procedure is in place to determine whether compensation is appropriate. I urge hon. Members to direct their constituents towards it.
Our manifesto promised the biggest wave of insourcing for a generation. Will the Minister explain when that will happen? Capita will not fix the pension issues faced by thousands until June this year, according to the permanent secretary. To add insult to injury, Capita has been awarded the civil service payroll contract for a quarter of a million workers, covering many large Departments. When will the Government stop rewarding failure by issuing contracts to these outsourcing companies?
I understand my hon. Friend’s frustration. She will know that the contract was awarded under the previous Government in 2023. I reassure her that existing key performance indicators have been enhanced and strengthened to deliver tighter performance expectations, with higher penalties for severe failures. Those have already been applied to recent issues and delays in Capita’s administration of the civil service pension scheme.
The privatisation of the delivery of the civil service pension scheme has been nothing short of catastrophic. The Government were well warned that Capita was ill-prepared for a job of that size, but they pressed ahead regardless. Although Capita must shoulder much of the blame, the Cabinet Office has serious questions to answer about its responsibility for this fiasco. Will the Minister start by apologising to those in my constituency who, after a lifetime of service, have been left facing penury because of the Government’s part in the hopeless mismanagement of this transfer?
As I have said, the contract was awarded under the previous Government. We have the right to hold Capita to account, which we are doing. I am sorry to hear of the difficulties and distress that the hon. Gentleman’s constituents are facing. I encourage him and all Members to contact me and my team about such matters so that we can look into and resolve them as quickly as possible.
My constituent Stephen retired almost a year ago after a long career in public service, yet he is still unable to access his pension. I appreciate that a recovery scheme is under way, but will Ministers meet me to discuss his case, because it is completely unacceptable?
I will of course meet my hon. Friend to discuss Stephen’s case and resolve it as quickly as possible.