Request

Please confirm the following for the Employer Helpline, the Scheme Member Helpline and the Pensions Online Helpdesk for the period 1st January 2025 to 31st March 2025 inclusive on a month by month basis:

1. Total Calls Received
2. Longest Waiting Time
3. Shortest Waiting Time
4. Average Waiting Time
5. Total Abandoned Calls

Please provide the information in the same format as FOI 02473 dated 29th January 2025

The NHS Business Services Authority (NHSBSA) received your request on 1 April 2025

We have handled your request under the Freedom of Information Act 2000 (FOIA).

Our response

I can confirm that the NHSBSA holds the information you have requested and a copy of the information is attached.

Caveats/Comments:

The Pensions Online (POL) Helpdesk is part of the Employer Helpline (option 2 on the call directing).

For questions 2 to 4, call duration is measured in seconds within the data.

Data Queries

Please contact foirequests@nhsbsa.nhs.uk ensuring you quote the above reference if you have any specific questions regarding this response; or, if you feel you may be misunderstanding or misinterpreting the information; or, if you plan on publishing the data.

Reusing the data and copyright

If you plan on producing a press or broadcast story based upon the data please contact communicationsteam@nhsbsa.nhs.uk. This is important to ensure that the figures are not misunderstood or misrepresented.

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright. This information is licenced under the terms of the Open Government Licence detailed at:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Should you wish to re-use the information you must include the following statement: “NHSBSA Copyright 2025”. Failure to do so is a breach of the terms of the licence.

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.