How are we doing?

Our standards

Type of case Our standard
Retirement 15 working days
Estimate 15 working days
Divorce 15 working days
Transfers in & out 15 working days*
Death 15 working days
Refund 15 working days
Rejoiners 20 working days
Deferred 30 working days

*We also have to send you a letter to explain what will happen if you wish to transfer to a defined contribution scheme (such as a personal pension). This can take up to 5 days in addition to the 15 days noted above.

Note: If your request involves more than one of the processes above then the service standard for each process will apply. 

Our current performance - 2024 to 2025

Quarter 1 (April to June 2024)

Hampshire

Type of Case  Time to complete (days)
 0 to 5  6 to 10 11 to 15 16 to 20  21 to 30 31 plus Total On target (%)
Active Retirement 129 125 51 0 0 0 305 100.00
Deferred retirement   148 350 113 0 0 0 611 100.00
Estimate 126 275 180 0 0 0 581 100.00
Deferred Benefits 83 28 122 641 899 0 1783 100.00
Transfers in & out 129 139 81 0 0 0 349 100.00
Divorce Quotes 11 52 49 0 0 0 112 100.00
Refund 15 406 1 0 0 0 422 100.00
Death 192 44 50 0 0 0 286 100.00
Grand Total 4,449

West Sussex

 Type of case  Time to complete (days)  
 0 to 5 6 to 10 11 to 15 16 to 20 21 to 30 31 plus Total On target? (%) 
Active Retirement 64 49 12 0 0 0 125 100.00
Deferred retirement 68 186 55 0 0 0 309 100.00
Estimate 42 138 91 0 0 0 271 100.00`
Deferred Benefits 48 34 87 340 395 0 904 100.00
Transfers in & out 78 94 68 0 0 0 240 100.00
Divorce Quotes 9 25 23 0 0 0 57 100.00
Refund 5 142 0 0 0 0 147 100.00
Death 98 14 20 0 0 0 132 100.00
Grand total 2,185

Hillingdon

 Type of case  Time to complete (days)    
 0 to 5 6 to 10 11 to 15 16 to 20 21 to 30 31 plus Total  On target? (%)
 Active Retirement 18 15 3 0 0 0 36 100.00
 Deferred retirement 24 52 10 0 0 0 86 100.00
 Estimate 21 50 37 0 0 0 108 100.00
 Deferred Benefits 23 12 22 104 167 0 328 100.00
 Transfers in & out 24 58 47 0 0 0 129 100.00
 Divorce Quotes 3 0 2 0 0 0 5 100.00
 Refund 0 34 0 0 0 0 34 100.00
 Death 44 5 4 0 0 0 53 100.00
Grand total 779

Westminster

Type of case
  		  Time to complete (days)  
0 to 5  6 to 10  11 to 15 16 to 20 21 to 30 31 plus Total  On target? (%)
Active Retirement 6 10 3 0 0 0 19 100.00
Deferred Retirement 11 31 2 0 0 0 44 100.00
Estimate 12 32 16 0 0 0 60 100.00
Deferred Benefits 7 2 12 48 34 0 103 100.00
Transfers in & out  41 49 31 0 0 0 121 100.00
Divorce Quotes 0 5 0 0 0 0 5 100.00
Refund 1 38 1 0 0 0 40 100.00
Death 32 4 8 0 0 0 44

100.00
Grand total 439

2023 - 2024

2022 to 2023

2021 to 2022

2020 to 2021

2019 to 2020

2018 to 2019