Request

Please confirm the following for the Employer Helpline, the Scheme Member Helpline and the Pensions Online Helpdesk for the period 1st October 2024 to 31st December 2024 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 02271 dated 29th October 2024

Response

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

Please read the below notes to ensure correct understanding of the data.

The Pensions Online (POL) Helpline 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.