FOI-03720

<p><span data-contrast="auto">Thank you for your request for information about&nbsp;the following:</span><span data-ccp-props="{}">&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><strong><span data-contrast="none"><span data-ccp-charstyle="normaltextrun" data-ccp-charstyle-defn="{&quot;ObjectId&quot;:&quot;ac0262f4-8a9e-5820-b908-2d943c5f7113|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[469777841,&quot;Calibri&quot;,469777842,&quot;Times New Roman&quot;,469777843,&quot;Calibri&quot;,469777844,&quot;Calibri&quot;,469769226,&quot;Calibri,Times New Roman&quot;,469775450,&quot;normaltextrun&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;normaltextrun&quot;,335572020,&quot;1&quot;,469778324,&quot;Default Paragraph Font&quot;]}">Request</span></span></strong><span data-ccp-props="{}">&nbsp;</span></p>
<p><em><span data-contrast="auto">Please confirm the following for the Employer Helpline, the Scheme Member&nbsp;Helpline&nbsp;and the Pensions Online Helpdesk for the period 1st January</span></em><em><span data-contrast="auto">&nbsp;</span></em><em><span data-contrast="auto">2026 to 3</span></em><em><span data-contrast="auto">1st March 2026&nbsp;</span></em><em><span data-contrast="auto">inclusive on a&nbsp;month by month&nbsp;basis:&nbsp;</span></em><span data-ccp-props="{}">&nbsp;</span></p>
<ol>
<li><em><span data-contrast="auto"> Total Calls Received&nbsp;</span></em></li>
<li><em><span data-contrast="auto"> Longest Waiting Time&nbsp;</span></em></li>
<li><em><span data-contrast="auto"> Shortest Waiting Time&nbsp;</span></em></li>
<li><em><span data-contrast="auto"> Average Waiting Time&nbsp;</span></em></li>
<li><em><span data-contrast="auto"> Total Abandoned Calls&nbsp;</span></em>&nbsp;</li>
</ol>
<p><em><span data-contrast="auto">Please provide the information in the same format as FOI</span></em><em><span data-contrast="auto">&nbsp;03500&nbsp;</span></em><em><span data-contrast="auto">dated&nbsp;</span></em><em><span data-contrast="auto">29th January</span></em><em><span data-contrast="auto">&nbsp;202</span></em><em><span data-contrast="auto">6</span></em><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">The NHS Business Services Authority (NHSBSA) received your request on&nbsp;2 May 2026</span><span data-contrast="none">&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">We have handled your request under the&nbsp;</span><span data-contrast="auto">Freedom of Information Act 2000 (FOIA).</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><strong><span data-contrast="none"><span data-ccp-charstyle="normaltextrun">Our response</span></span></strong><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">I can confirm that the NHSBSA holds the information you have requested and a copy of the information is attached.</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">Please read the below notes to ensure correct understanding of the data.</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="none">The Pensions Online (POL) Helpdesk is part of the Employer Helpline (option 2 on the call directory). Because of this shared queue, we are only able to separate calls received. Metrics, waiting times and abandoned calls&nbsp;will continue to&nbsp;reflect the overall activity of the employer helpline.</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="none">From end of February 2026, certain changes to the phone system were made, meaning customer selections are now recorded differently. As a result, we can no longer provide some of the&nbsp;previous&nbsp;call figures, including the number of calls received at&nbsp;the&nbsp;POL&nbsp;Helpdesk,&nbsp;from that date onwards, and this is likely to continue going forward.</span><span data-contrast="none"> </span><span data-ccp-props="{}">&nbsp;</span></p>
<p><strong><span data-contrast="none"><span data-ccp-charstyle="normaltextrun" data-ccp-charstyle-defn="{&quot;ObjectId&quot;:&quot;ac0262f4-8a9e-5820-b908-2d943c5f7113|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[469777841,&quot;Calibri&quot;,469777842,&quot;Times New Roman&quot;,469777843,&quot;Calibri&quot;,469777844,&quot;Calibri&quot;,469769226,&quot;Calibri,Times New Roman&quot;,469775450,&quot;normaltextrun&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;normaltextrun&quot;,335572020,&quot;1&quot;,469778324,&quot;Default Paragraph Font&quot;]}">Data Queries</span></span></strong><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="none">Please contact&nbsp;</span><a href="mailto:foirequests@nhsbsa.nhs.uk"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">foirequests@nhsbsa.nhs.uk</span></span></a><span data-contrast="none">&nbsp;ensuring you quote the above reference if you have any specific questions&nbsp;regarding&nbsp;this response; or, if you feel you may be misunderstanding or misinterpreting the information; or, if you plan&nbsp;on publishing&nbsp;the data.</span><span data-ccp-props="{&quot;335559739&quot;:240}">&nbsp;</span></p>
<p><strong><span data-contrast="none"><span data-ccp-charstyle="normaltextrun">Reusing the data and copyright</span></span></strong><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">If you plan&nbsp;on producing&nbsp;a press or broadcast story based upon the&nbsp;data&nbsp;please contact&nbsp;</span><a href="mailto:communicationsteam@nhsbsa.nhs.uk"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">communicationsteam@nhsbsa.nhs.uk</span></span></a><span data-contrast="auto">. This is important to ensure that the figures are not misunderstood or misrepresented.</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright.&nbsp;This information is licenced under the terms of the Open Government Licence&nbsp;detailed at:</span><span data-ccp-props="{&quot;335557856&quot;:16777215}">&nbsp;</span></p>
<p><a href="http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/</span></span></a><span data-contrast="auto">&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">Should you wish to re-use the information you must include the following statement:&nbsp;</span><span data-contrast="auto">&ldquo;NHSBSA Copyright 2026&rdquo;.</span><span data-contrast="auto">&nbsp;Failure to do so is a breach of the terms of the licence.</span><span data-ccp-props="{}">&nbsp;</span></p>
<p><span data-contrast="auto">Information you receive which is not subject to NHSBSA Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. Please obtain their permission before reproducing any third party (non NHSBSA Copyright) information.</span><span data-ccp-props="{}">&nbsp;</span></p>

Tags: Call times, nhs pensions
Organization: Freedom of Information Disclosure Log