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 - 2026 to 2027

Quarter 1 (01 April to 30 June 2026)

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 199 61 17 0 0 0 277 100.00
Deferred retirement   199 349 144 0 0 0 692 100.00
Estimate 121 256 553 0 0 0 930 100.00
Deferred Benefits 86 45 29 40 1,032 0 1,232 100.00
Transfers in & out 137 63 167 0 0 0 367 100.00
Divorce Quotes 16 29 76 0 0 0 121 100.00
Refund 18 332 3 0 0 0 353 100.00
Death 185 38 72 0 0 0 295 100.00
Grand Total 4,267

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 97 23 7 0 0 0 127 100.00
Deferred retirement 57 182 91 0 0 0 330 100.00
Estimate 48 112 243 0 0 0 403 100.00
Deferred Benefits 36 13 14 25 378 0 466 100.00
Transfers in & out 63 29 111 0 0 0 203 100.00
Divorce Quotes 7 5 31 0 0 0 43 100.00
Refund 2 124 1 0 0 0 127 100.00
Death 92 10 34 0 0 0 136 100.00
Grand total 1,835

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 29 6 3 0 0 0 38 100.00
 Deferred retirement 21 44 30 0 0 0 95 100.00
 Estimate 21 21 81 0 0 0 123 100.00
 Deferred Benefits 28 13 11 13 207 0 272 100.00
 Transfers in & out 33 20 60 0 0 0

111

 100.00
 Divorce Quotes 3 3 10 0 0 0 16 100.00
 Refund 2 57 2 0 0 0 61 100.00
 Death 28 1 10 0 0 0 39 100.00
Grand total 755

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 11 7 3 0 0 0 21 100.00
Deferred Retirement 21 33 20 0 0 0 74 100.00
Estimate 39 49 94 0 0 0 182 100.00
Deferred Benefits 4 2 2 5 90 0 103 100.00
Transfers in & out  32 11 44 0 0 0 87 100.00
Divorce Quotes 1 1 5 0 0 0 7 100.00
Refund 2 24 0 0 0 0 26 100.00
Death 15 0 6 0 0 0 21 100.00
Grand total 521

2025 - 2026

2024 - 2025

2023 - 2024

2022 to 2023

2021 to 2022

2020 to 2021

2019 to 2020

2018 to 2019