§ Norman LambTo ask the Secretary of State for Work and Pensions (1) how many telephone calls on average have been received per day by(a) the Norwich Pension Service office and (b) Pension Service offices across the UK in the last three months; [121499]
(2) what the average length of time for completion of a new claim for means-tested benefits is (a) at the Norwich Pension Service office, (b) at the Pension Service broken down by county and (c) across the UK; [121496]
(3) what the average length of time is for written correspondence relating to claims for means-tested benefits to be dealt with by (a) the Norwich Pension Service office and (b) Pension Service offices across the UK. [121498]
§ Malcolm WicksThe customer service standards have been published in The Pension Service Business Plan. They have been set to ensure pensioners receive their entitlements on time.
Across England, Scotland and Wales the average number of calls received per day in the last three months was 65,546 and at Norwich pension centre 2,554.
The average length of time for completion of a minimum income guarantee claim by Norwich Pension Centre is 16.4 days and across England, Scotland and Wales is 12.4 days. Figures are not held by county as the Pension Service is organised by Government Office regions.
The average length of time for completion of correspondence relating to claims for minimum income guarantee by Norwich Pension Centre is 5.3 days and across England, Scotland and Wales is 3.5 days.
Our aim is to continue to improve the service we provide and to balance telephony and processing performance.