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.
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.
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.
Director of Corporate Resources
Delivering a high-quality, customer-focused Local Government pension service in Hampshire.
If you have a complaint then please read the complaints and appeals procedure.
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.
Transfering into the LGPS
We will send an estimate of the benefits that the transfer value should buy for you in the LGPS within one month of all the information we need.
If you are nearing retirement age and ask us to estimate your prospective benefits, we will issue a quotation within four weeks of recieving your estimate request via your employer.
We will send details of the benefits payable to you within four weeks of recieveing all the information we need from you and your employer.
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.
Following feedback from our customers we have made some exciting changes to our existing website.
We also now have an enhanced and more accessible Employer area, including: