IMPROVING OUR SERVICE TO CUSTOMERS

As you will be aware The Pension Service is in the process of a transformation programme in order to ensure our customers receive the best possible service from our organisation.

As part of the earlier stages of our transformation we have already made some significant improvements to our service which means that our customers can now complete their State Pension and Pension Credit applications over the phone with us.

The next stage of our transformation will result in improvements for our customers when they advise us of any changes in their personal circumstances. This stage will be going live on the 19 November and involves a number of changes to our IT systems.

In order to ensure that we test everything fully prior to going live we need to suspend our Customer Account Management system for a 4 day period from the 15 November until 18 November. These days have been selected in order to ensure the least disruption to our customers.

I would like to reassure you that there will be no disruption to our customers who contact us about general enquiries or reporting changes of circumstances. There will however be a small delay in processing claims on those days. We do however expect to have recovered fully during the subsequent 2 weeks.

It would be beneficial if you could advise people you come into contact with that:

1. Customers are less likely to be impacted if they submit new State Pension and/or Pension Credit claims after 18 November.

2. To those people who do wish to apply within this period, that there may be a short delay.

I would also advise that if your benefit processors have any queries about any new claims they avoid contacting The Pension Service during this period.

Thank you for your support and understanding. If you have any questions about the improvements we are making to The Pension Service and/or the information above please contact Juliet Howard on 01282 688822 or Carol Crichton 01282 688810.