Dame Caroline Dinenage

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I wrote to the Cabinet Office in January in response to constituents’ concerns about late payments, dreadful customer service and, in some cases, desperate pleas for pensions to be released. Shortly after, I met Capita representatives; they made assurances that pension arrears would be cleared by the end of April and that overall service levels would be restored by June. Those were hollow words: both targets were missed and everything has got worse. One constituent told me that he had given 43 years of service to the Royal Navy. He retired in October last year and is still waiting for his pension forecast to arrive. That is nearly a whole year. My case workers have been exhaustively responding to constituents who are attempting to access statements and payments. In January, I wrote to the Cabinet Office but we are still waiting for movement on this issue. I suspect that my caseworkers are doing a better job than those hired by the Government, who have somehow seen an increase in the number of complaints. I do not think that bringing the contract in-house will make a difference—

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