The Civil Service Pension Scheme had 150,000 outstanding administration cases as at 5 October 2026 and will miss the deadline to complete its 2015 McCloud remedy programme, according to the latest update from the Civil Service Pensions Taskforce.

The update revealed that Capita, the scheme's administrator, is now operating under a revised five-workstream recovery plan after its previous rectification plan was deemed insufficient to restore performance to contractual expectations.

The backlog includes approximately 30,500 complex payment-related cases, 13,000 straightforward payment and quotation cases, and 107,000 non-payment queries and complaints.

With Capita receiving around 20,000 new cases each week, the outstanding workload represents approximately seven and a half weeks of incoming cases.

However, the taskforce clarified that these figures relate to individual cases rather than members, as some members may have multiple outstanding enquiries or complaints.

Civil Service Pensions director, Richard Vianello, acknowledged that members had experienced unacceptable delays in receiving pension quotations, payments and responses to enquiries.

"Whilst Capita is now processing the majority of straightforward cases within agreed service levels, and that is a genuine improvement, this has not translated into the lived experience for a significant number of members," he added.

The taskforce confirmed that Cabinet Office officials had been embedded alongside Capita's IT, data and operational teams to develop the revised recovery plan, which will address outstanding administration, technology and capacity issues.

Initial progress has been reported, with the number of complex cases more than three months old falling by 1,200 to 20,600 during the three weeks following 5 October.

Within this group, the number of cases outstanding for more than six months has also fallen by 500.

Meanwhile, Capita is processing straightforward payment and quotation cases faster than it receives new cases, reducing that backlog.

The recovery plan will prioritise resolving the oldest cases and addressing the underlying causes of delays, including missing data, IT limitations and shortages of specialist staff.

Members with complex cases will receive dedicated support, including access to a specialist contact line and progress updates at least every four weeks until their cases are resolved.

However, the taskforce also confirmed further delays to the scheme's 2015 remedy programme.

Around 98,000 members, including 78,000 who have already retired, are due an immediate choice under the remedy, but the previously expected completion date of 31 March 2027 will not be met.

A revised completion date has not yet been confirmed, although affected members will receive interest on any arrears owed.

The recovery programme will also oversee other major projects, including delivering annual benefit statements and improving the scheme's retirement modeller.

Vianello reiterated that Capita remained accountable for delivering the required improvements, with the Cabinet Office using its contractual powers to support recovery.

"I remain deeply sorry that performance is not where it should be, and for the impact this is having on so many of you," he added.

The taskforce confirmed it will publish performance data fortnightly until service levels stabilise, with the next update scheduled for 12 November 2026.

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