"Capita took over the administration of the Civil Service Pension Scheme in December, but said it inherited a backlog of 86,000 cases and more than 15,000 unread emails - but this had now expanded to 120,000 cases. Richard Holroyd, chief executive of Capital Public Services, told a committee of MPs that the backlog "overwhelmed" the company, which had now almost doubled staff working on the scheme."
""My life expectancy was originally 12 months back in August last year. Six months down the line, I have not been able to make any memories with my family because I've got no income," she said. "I've only got a certain amount of money to see me through each week. I should be making memories and enjoying my time with my family, my children, my grandchildren, my friends, my elderly parents, and I can't.""
"Appearing before the Public Accounts Committee, Capita bosses said they were surprised by the extent of the issue the company inherited. But Holroyd said: "We now own this problem. It is ours to fix and ours to fix at pace." Apologising for the situation, he said the service was not what retired civil servants deserved. Staffing had increased from 400 at the time of the handover to 750 now."
Capita assumed administration of the Civil Service Pension Scheme in December and reported inheriting a backlog of 86,000 cases and over 15,000 unread emails, which later rose to 120,000 cases. The backlog overwhelmed the company, causing long telephone waits and delayed pension payments that left many pensioners without income and unable to pay bills. Some affected individuals received no contact, and vulnerable people, including a terminally ill pensioner, have been severely impacted. Capita apologised, increased staff from 400 to 750, and told MPs it accepts responsibility and is prioritising bereavement and hardship cases while working to clear the backlog.
Read at www.bbc.com
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