Coronavirus – continuing to provide our services to you

Being prepared

Given the situation with the Coronavirus pandemic, working with the Scheme Manager Cabinet Office, we wanted to provide you with some detail on the steps we’ve taken to minimise the risk of Coronavirus affecting our day-to-day pensions administration - both pensions in payment and those preparing to move into payment.

All pension administration activities have been reviewed and prioritised to ensure we focus on the most critical, including setting up pension payments and ensuring pensions are paid on time.

We’re also following all of the guidelines provided by the government on how best to protect ourselves during the pandemic such as regularly washing hands and encouraging staff to self-isolate if they or the people they live with, show symptoms.

Below are some of the questions you may have in mind at the moment:

I’m due to claim my pension soon, will it still be paid?

We’ve put in place several steps to minimise the risk of any pension not being brought into payment. These include, but not limited to, redeployment of staff, remote working, alternative site working and travel bans.

I am already in receipt of my pension, will it still be paid?

We’ll continue to provide a business-as-usual service as you come to claim your benefits. The steps taken listed above will ensure that we can provide continuity of service to our members.

Will I still be able to contact the Scheme Administrator?

If you have an urgent enquiry, please contact us by email:

If your email contains GSI/GSE/PNN please send it to

and you can phone us:

0300 123 6666

If you’re calling from abroad, please call

+44 1903 835902

Operating hours

Monday, Tuesday, Thursday, Friday:

8.30am - 6.00pm


9.00am - 6.00pm

However, if your enquiry isn’t relating to an imminent retirement or pension payment, we’d greatly appreciate if you would delay contacting us to allow us to focus on those members whose request requires more immediate attention.

I have applied to take my pension early under Medical grounds, will I still be able to be assessed by the Schemes Medical Advisor?

Just as with the administration services, the Schemes Medical Advisor has contingency plans in place to ensure that there is as little disruption as possible to services. A proportion of the clinical team are already homeworkers. However, should the need change then, more of the clinical team and SMA administration team will also be able to work from home. Some disruption may occur should Government Legislation be put into place where healthcare providers need to be redirected to assist NHS activities.