Source · Select Committees · Public Accounts Committee
Recommendation 7
7
Deferred
High complaint levels linked to MyCSP staff shortages and turnover from contract transfer
Conclusion
We asked the Cabinet Office and MyCSP why complaint levels were so high. Both the Cabinet Office and MyCSP told us that complaint levels and performance failures in 2024 were partly attributable to a shortage of staff. MyCSP’s core staffing level peaked in October 2023 before declining from then to January 2025 by 11%. MyCSP said that the Cabinet Office awarding the contract to Capita had driven higher staff turnover, with voluntary turnover rates rising from 12% at the end of 2023 to 24% at the end of 2024. MyCSP also said that losing the contract was making it more difficult for it to attract permanent staff.11
Government Response Summary
The government's response, despite stating agreement and implementation, discussed effective engagement, developer contributions, and support for Local Planning Authorities, completely unrelated to the pension scheme administration and staff shortages mentioned in the committee's conclusion.
Government Response
Deferred
HM Government
Deferred
The government agrees with the Committee’s recommendation. Recommendation implemented The department recognises the importance of effective engagement across government departments and with diverse stakeholders. The department will look to build upon and extend existing channels of engagement. It will remain the case that the developer contributions is a predominantly locally-led process, where priorities are rightly determined at the local level; noting that contributions from developers must sit alongside considerations of the overall viability of development schemes. The department sponsors PAS to provide expert support to LPAs on a range of planning matters. This includes tailored support to 70 councils between 2021 and 2025 to improve their governance and delivery of developer contributions. Extensive resources have been published on the PAS website, including a good practice guide for Infrastructure Funding Statement, guides for local authorities to improve the governance of developer contributions and how to navigate infrastructure delivery planning. In addition, the government's Chief Planner meets regularly with the Chief Planners of the devolved administrations, and the Chief Planner’s Newsletter provides guidance, policy and legislative updates, and advice to LPAs in England on a regular basis.