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. 

In this quarter, some processes were completed outside of their SLA.

Following the SCAPE rate change on 19 May 2026, we stopped processing divorce quotes (estimates), interfund transfers out and non Club transfers out (transfers out) where the relevant date of the transfer was after 19 May.

The new factors for these processes were loaded into our system on 6 July and our team commenced working through the pended processes, whilst also completing new casework. Some of this pended work was not completed within the 15 workings of 6 July, but all pended cases were completed by the end of September. 

Our current performance - 2026 to 2027

Quarter 2 (01 July to 30 September 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 150 153 58 0 0 0 361 100.00
Deferred retirement   122 335 216 0 0 0 673 100.00
Estimate 86 344 670 1 14 4 1,119 100.00
Deferred Benefits 367 290 189 156 844 0 1,846 100.00
Transfers in & out 102 64 208 25 40 2 441 100.00
Divorce Quotes 29 35 67 2 0 0 133 100.00
Refund 30 289 2 0 0 0 321 100.00
Death 217 26 52 0 0 0 295 100.00
Grand Total 5,189

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 107 34 18 0 0 0 159 100.00
Deferred retirement 61 145 112 0 0 0 318 100.00
Estimate 37 178 302 7 12 0 536 100.00
Deferred Benefits 152 70 136 75 285 0 718 100.00
Transfers in & out 72 48 79 19 33 0 251 100.00
Divorce Quotes 16 19 25 1 0 0 61 100.00
Refund 7 102 0 0 0 0 109 100.00
Death 54 5 13 0 0 0 72 100.00
Grand total 2,224

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 24 13 3 0 0 0 40 100.00
 Deferred retirement 20 36 44 0 0 0 100 100.00
 Estimate 23 52 82 0 7 1 165 100.00
 Deferred Benefits 85 14 23 23 153 0 298 100.00
Transfers in & out 38 16 54 10 19 1 138 100.00
 Divorce Quotes 5 3 6 0 0 0 14 100.00
 Refund 2 36 0 0 0 0 38 100.00
 Death 36 4 6 0 0 0 46 100.00
Grand total 839

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 9 13 3 0 0 0 25 100.00
Deferred Retirement 9 37 25 0 0 0 71 100.00
Estimate 9 48 80 2 4 0 143 100.00
Deferred Benefits 27 4 7 13 81 0 132 100.00
Transfers in & out  39 17 22 3 7 1 89 100.00
Divorce Quotes 4 3 2 0 0 0 9 100.00
Refund 7 35 0 0 0 0 42 100.00
Death 22 3 10 0 0 0 35 100.00
Grand total 546

2026-2027

2025 - 2026

2024 - 2025

2023 - 2024

2022 to 2023

2021 to 2022

2020 to 2021

2019 to 2020

2018 to 2019