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 4 (January to March 2025)

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 246 119 8 0 0 0 373 100.00
Deferred retirement   228 280 31 0 0 0 539 100.00
Estimate 213 247 135 0 0 0 595 100.00
Deferred Benefits 55 13 10 23 1676 0 1777 100.00
Transfers in & out 118 111 126 0 0 0 355 100.00
Divorce Quotes 31 74 53 0 0 0 158 100.00
Refund 10 394 21 0 0 0 425 100.00
Death 195 45 64 0 0 0 304 100.00
Grand Total 4,526

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 73 23 2 0 0 0 98 100.00
Deferred retirement 81 116 28 0 0 0 225 100.00
Estimate 86 150 65 0 0 0 301 100.00`
Deferred Benefits 25 8 6 17 693 0 749 100.00
Transfers in & out 81 73 89 0 0 0 243 100.00
Divorce Quotes 8 29 28 0 0 0 65 100.00
Refund 1 194 7 0 0 0 202 100.00
Death 79 15 11 0 0 0 105 100.00
Grand total 1,988

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 33 8 1 0 0 0 42 100.00
 Deferred retirement 25 50 4 0 0 0 79 100.00
 Estimate 15 52 4 0 0 0 79 100.00
 Deferred Benefits 14 8 6 6 258 0 292 100.00
 Transfers in & out 32 23 38 0 0 0 93 100.00
 Divorce Quotes 2 6 7 0 0 0 15 100.00
 Refund 0 50 4 0 0 0 54 100.00
 Death 19 5 12 0 0 0 36 100.00
Grand total 703

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 4 0 3 0 0 0 7 100.00
Deferred Retirement 19 20 8 0 0 0 47 100.00
Estimate 19 28 18 0 0 0 65 100.00
Deferred Benefits 6 0 3 0 117 0 126 100.00
Transfers in & out  39 21 16 0 0 0 76 100.00
Divorce Quotes 1 6 8 0 0 0 15 100.00
Refund 1 50 1 0 0 0 52 100.00
Death 35 6 7 0 0 0 48

100.00
Grand total 436

2024 - 2025

2023 - 2024

2022 to 2023

2021 to 2022

2020 to 2021

2019 to 2020

2018 to 2019