Customer Service Excellence (CSE)

Hampshire Pension Services achieved another three years of the CSE certification, following a full assessment in January 2024.

In early 2026 a second-year annual review against the CSE Standard was conducted. The aim was to establish whether the areas of strength awarded Compliance Plus in 2025 continued to be embedded in the way Hampshire Pension Services (HPS) operated.

An element is awarded a Compliance Plus rating when the assessor sees evidence that we are clearly exceeding the standard and showing sector-leading practice.

Following the review, HPS not only retained the eight “compliance plus” ratings awarded in 2025 but achieved another in the Information and Access category. This new rating recognised that the range, content and quality of our verbal, published and web-based information has been improved to meet customer need.

The new interactive feature of our active and deferred newsletters and their visual design making information easier to take in and helping members feel better informed about their pension was noted.

The engaging graphics which we created and published on our website for Pension Awareness Week were also mentioned. These graphics encouraged our members to register for the Member Portal, sign up to pre-retirement courses and raised awareness of the benefits of the pension scheme.

Improvements to our Member Portal, such as the save and review feature added to all online forms were also singled out for special mention. It was noted that these improvements led to faster responses to member queries and an improved experience for our members when registering and planning for retirement.

HPS will continue to work on the areas of development suggested following this second-year annual review. We have chosen to remain engaged with the Customer Service Excellence (CSE) Standard as a tool to continuously improve our customer facing processes and to seek ongoing external accreditation for the adherence to the CSE Standard.

See how we are doing.