hantsweb

Customer Service

We provide a high quality service and have been granted Customer Service Excellence Award, for excellence in customer service.

Our Customer Charter outlines the services we provide to you as members of the Local Government Pension Scheme and the service standards you can expect from us.

Communications Policy Statement

This document is available as a Microsoft Word document and a Adobe PDF document (you will need Microsoft Word or Acrobat Reader to view them). If you do not have access to Microsoft Word or Acrobat Reader please contact Pensions Services.

Our Customer charter

This Charter tells you about the range of services you can expect to receive. It also tells you what we would like to receive from you, as our customer, and what to do if things go wrong.

The Charter also outlines our standards of service. They specify the maximum lengths of time in which we aim to take the action indicated.

As our service develops, we will update this Charter to reflect the changing needs of our customers.

Carolyn Williamson
Director of Corporate Resources

Delivering a high-quality, customer-focused Local Government pension service in Hampshire.

• Our service
• New members
• Active members
• Deferred members
• Pensioners
• Contacting us
• Complaints and appeals procedures

If you have a complaint then please read the complaints and appeals procedure.

Customer Service Excellence

On the 4 April 2012 Hampshire Pension Fund had a full Customer Service Excellence review, which we are pleased to say, we received further certification for the next three years, subject to annual reviews.

Retirements and estimates

Two of the main areas of our work are the processing of retirements and estimates. We consistently meet all the target timescales as detailed in our Customer Charter.

Results from April 2012 - March 2013

• Retirements
• Estimates

Pension Customer Support Team

Our Pension Customer Support Team (PCST) aim to deal with 90% of all incoming calls to the department.

The below charts show the number of calls we have received per month and the average caller times. We use this information for resource and efficiency purposes.

Phone statistics from October 2012 - March 2013

Pensions Website 2012/13 review

Following feedback from our customers we have made some exciting changes to our existing website.

• We have improved navigation and layout within all areas of the website to make information more accessible and easy to find
• We have also reviewed and enhanced all information available within our 'New Member, Current Member', 'Past Member' and Pensioner Member areas
• Improved the A-Z to ensure all information on the site is easy to find
• Changed the look and feel of the main homepage, which now includes two new sections:
  • Member calculators
  • Stand alone councillor area

We also now have an enhanced and more accessible Employer area, including:

• A new finance section
• Improved technical information area
• New login area at the top of the main homepage
• Better navigation and layout
• Additional content and easy to follow examples