FOI-03237

Thank you for your request for information about the following: ##Request ‘Please confirm the following for the Employer Helpline, the Scheme Member Helpline and the Pensions Online Helpdesk for the period 1st July 2025 to 30th September 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 02971 dated 31st July 2025’ The NHS Business Services Authority (NHSBSA) received your request on 6 October 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. 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 will continue to reflect the overall activity of the employer helpline. ##Data Queries Please contact [email protected] 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 [email protected] . 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.