Processing delays
Newham Pension Fund is addressing concerns over processing delays leading to upheld complaints.
Newham Pension Fund is currently scrutinised over processing delays, which led to a high rate of upheld complaints in December 2025 and January 2026. Five out of six resolved complaints during this period were upheld, primarily due to these delays, according to a report reviewed by the Newham Pensions Board in March 2026.
While the fund's overall operational casework performance met Service Level Agreements for the quarter October to December 2025, and the contact centre's average call wait time was below target, the complaint resolution figures indicate a significant area of concern for the Newham Pensions Board.
Key facts
- Five out of six complaints resolved by Newham Pension Fund in December 2025 and January 2026 were upheld due to processing delays. Source
- The Newham Pensions Board reviewed figures on processing delays at a meeting on 24 March 2026. Source
- Newham Pension Fund's operational casework met Service Level Agreements for October to December 2025. Source
- The contact centre's average call wait time was below target for Newham Pension Fund. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.