Capita

Capita was formed in 1984, as a division of the non-profit Chartered Institute of Public Finance and Accountancy (CIPFA). During 1987, it became an independent company with 33 staff as a result of a management buyout, led by Rod Aldridge, the company's first executive chairman. During 1991, it was listed on the London Stock Exchange.{{cite web |url=http://www.londonstockexchange.com/exchange/prices-and-markets/stocks/summary/company-summary/GB00B23K0M20GBGBXSET1.html |title=Capita - Company Summary |website=London Stock Exchange |access-date=20 March 2016 |url-status=dead |archive-url=https://web.archive.org/web/20160309073317/http://www.londonstockexchange.com/exchange/prices-and-markets/stocks/summary/company-summary/GB00B23K0M20GBGBXSET1.html |archive-date=9 March 2016}}

A key development in Capita's fortunes was the emergence of the private finance initiative (PFI) model, under which private companies such as Capita could secure government contracts that involved them paying for the construction and delivery costs of a given project, such as a school or hospital, and earning income by renting the finished project to the public sector.{{cite web |url = http://news.bbc.co.uk/1/hi/uk/1518523.stm |title = What are Public Private Partnerships? |publisher = BBC News |date = 12 February 2003}} Via PFI, Capita was awarded contracts for the provision of various services across numerous British government departments, including the National Health Service and the Ministry of Defence.{{cite web |url = https://www.theguardian.com/politics/2018/feb/03/pfi-carillion-capita-critical-list-outsourcing |title = After Carillion and Capita, is PFI itself on the critical list? |work = The Guardian |first = Phillip |last = Inman |date = 3 February 2018}}{{cite web |url = https://www.architectsjournal.co.uk/news/ministry-of-defence-estate-faces-8-5-billion-funding-gap |title = Ministry of Defence estate faces £8.5 billion funding gap |website = architectsjournal.co.uk |date = 17 November 2016 |first = COLIN |last = MARRS}}

In October 1999, Capita purchased Capstan, a UK-based supplier of emergency cover teachers, in exchange for £6 million in cash and £7 million in shares in the business.{{cite web |url = https://www.theguardian.com/uk/1999/oct/22/5 |title = Teacher agency pair net £13m |work = The Guardian |date = 22 October 1999}} During May 2001, it acquired the UK business of the loss adjuster McLarens Toplis in exchange of £33 million.{{cite web |url = https://www.insurancetimes.co.uk/capita-confirms-mclarens-toplis-takeover/1353578.article |title = Capita confirms McLarens Toplis takeover |website = insurancetimes.co.uk |date = 31 May 2001}} Two years later, the company announced that it had achieved a record operating profit of £107 million.{{cite web |url = https://www.lancashiretelegraph.co.uk/news/5916660.capitas-107m-profit-sets-company-record/ |title = Capita's £107m profit sets company record |website = lancashiretelegraph.co.uk |date = 20 February 2003}}

During March 2006, Aldridge resigned as Capita's CEO in the aftermath of claims that contracts awarded to the company had been influenced by his loan of £1 million to the Labour Party. At the time of his resignation, Aldridge denied the claims and stated that he was leaving the company to avoid any lingering doubts on the matter. Aldridge had overseen the company's growth from a small company in 1987 to a FTSE 100 member in 2006.{{cite news |url=http://news.bbc.co.uk/1/hi/uk_politics/4836024.stm |title=Capita boss quits over Blair loan |work=BBC News |date=23 March 2006 |access-date=12 February 2007}}{{cite web |url = https://www.independent.co.uk/news/uk/politics/capita-chairman-resigns-over-labour-party-loan-6105896.html |title = Capita chairman resigns over Labour party loan |work = The Independent |first = Karen |last = Attwood |date = 23 March 2006}} He was replaced by his longtime associate Paul Pindar.{{cite news |url=https://www.theguardian.com/politics/2010/nov/19/capita-outsourcing-government-spending-money |title=Capita deals with £3.3bn of government spending as more work is outsourced |newspaper=The Guardian |date=18 November 2010 |first=Simon |last=Bowers |access-date=28 October 2015}}

In February 2007, a Capita office in Victoria, London was subject to a letter bomb attack that injured one person.{{cite news |url=http://news.bbc.co.uk/1/hi/england/london/6331427.stm |title=Woman hurt in 'letter bomb' blast |work=BBC News |date=5 February 2007}}{{cite web |url = https://www.building.co.uk/news/suspect-letter-bomb-injures-woman-at-capita-office/3080871.article |title = Suspect letter bomb injures woman at Capita office |website = building.co.uk |first = Emily |last = Wright |date = 5 February 2007}}

On 2 October 2009, one of Capita's businesses (Capita Financial Group) announced plans to move some of its operations from London to Leeds.{{cite news |url=http://www.yorkshirepost.co.uk/businessnews/Jobs-boost-as-Capita-looks.5700549.jp |archive-url=https://archive.today/20130505115027/http://www.yorkshirepost.co.uk/businessnews/Jobs-boost-as-Capita-looks.5700549.jp |archive-date=5 May 2013 |title=Jobs boost as Capita looks North |newspaper=Yorkshire Post |date=2 October 2009 |url-status=dead}}{{cite news |url=http://www.ftadviser.com/FTAdviser/Investments/News/article/20090930/b101dca2-ade0-11de-9695-00144f2af8e8/Capita-Financials-London-staff-placed-in-consultation-process.jsp |title=Capita Financial's London staff placed in consultation process |journal=FT Advisor |date=30 September 2009 |first=Rob |last=Langston |url-status=dead |archive-url=https://web.archive.org/web/20110711045651/http://www.ftadviser.com/FTAdviser/Investments/News/article/20090930/b101dca2-ade0-11de-9695-00144f2af8e8/Capita-Financials-London-staff-placed-in-consultation-process.jsp |archive-date=11 July 2011}}{{cite web |url=https://www.thebusinessdesk.com/yorkshire/news/16610-ftse-100-financial-group-in-yorkshire-move?news_section=17 |title=FTSE 100 financial group in Yorkshire move |website=The Business Desk |date=2 October 2009 |first=David |last=Parkin}}

During the early 2010s, Capita undertook a series of acquisitions. In April 2011, it bought Right Document Solutions Holdings Limited ('RDS') for a cash-free consideration of £30 million;{{cite web |url = https://gsa-uk.com/Industry-News-Update/8831292 |title = Capita Acquires Right Document Solutions |website = gsa-uk.com/ |date = 15 April 2011}} later that same year, it acquired the customer contact specialist Ventura in exchange for a cash consideration of £65 million.{{cite web |url=https://www.recruiter.co.uk/news/2012/09/contractsdeals-capita-buys-ventura|title=Contracts/Deals: Capita buys Ventura |website=Recruiter |date=1 July 2011 |url-status=live |archive-url=https://web.archive.org/web/20110703070025/http://www.recruiter.co.uk/contracts/deals-capita-buys-ventura/1010186.article |archive-date=3 July 2011}} On 28 February 2013, Capita bought the Fire Service College from the Department for Communities and Local Government for £10 million.{{cite news |url=https://www.bbc.co.uk/news/uk-england-gloucestershire-21615409 |title=UK Fire Service College sale completed to Capita |work=BBC News |date=28 February 2013}}

In 2014, Pindar stepped down as Capita's CEO,{{cite news |url=https://www.telegraph.co.uk/finance/newsbysector/supportservices/10457033/Paul-Pindar-the-man-who-took-the-r-out-of-Capita.html |title=Paul Pindar: the man who took the "r" out of Capita |newspaper=The Daily Telegraph |date=18 November 2013 |first=Alistair |last=Osborne |access-date=28 October 2015}}{{cite web |url = https://www.standard.co.uk/business/business-news/pindar-to-quit-as-capita-boss-at-end-of-february-8946956.html |title = Outgoing Capita boss: Rivals' woes have hit industry |work = London Evening Standard |date = 18 November 2013}} he was replaced by Andy Parker.{{cite web |url=https://www.theregister.co.uk/2013/11/18/capita_pinder/ |title=CEO of bloated outsourcing firm Capita quits after 26 years |newspaper=The Register |date=18 November 2013 |first=Paul |last=Kunert |access-date=28 October 2015}}

During 2015, the company acquired Avocis, a German call centre business,{{cite news |url=https://www.telegraph.co.uk/finance/newsbysector/epic/cpi/12045206/Capita-profits-from-acquisition-spree.html |title=Capita profits from acquisition spree |work=The Daily Telegraph |date=11 December 2015 |first=Tim |last=Wallace |access-date=22 November 2017}} and Trustmarque Solutions from rival outsourcing group Liberata in exchange for £57 million.{{cite web |url = https://www.channelbiz.co.uk/2016/06/21/capita-acquires-trustmarque-57m-liberata/ |title = Capita acquires Trustmarque for £57m from Liberata |first = Antony |last = Savvas |website = channelbiz.co.uk |date = 21 June 2016}} In 2016, it purchased Orange Bus, a specialist digital interaction agency,{{cite web |url=https://www.consultancy.uk/news/3471/capita-picks-up-digital-design-consulting-studio-orange-bus |title=Capita picks up digital design consulting studio Orange Bus |website=Consultancy.uk |date=1 April 2016 |access-date=22 November 2017}} and NYS Corporate events and travel agency in 2017.{{cite web |url=http://www.consultancy.uk/news/13409/capita-acquires-nys-corporate-events-and-travel-agency |title=Capita acquires NYS Corporate events and travel agency |website=Consultancy.uk |date=15 May 2017 |access-date=22 November 2017}} Around this time, Capita secured several key appointments and contracts within the British public sector.{{cite web |url = https://www.consultancy.uk/news/2875/tfl-appoints-capita-to-its-it-solutions-framework |title = TfL appoints Capita to its IT Solutions Framework |date = 11 November 2015 |website = consultancy.uk}}{{cite web |url = https://www.consultancy.uk/news/3489/capita-to-realise-value-of-severn-trent-property-portfolio |title = Capita to realise value of Severn Trent property portfolio |date = 6 April 2016 |website = consultancy.uk}}{{cite web |url = https://www.consultancy.uk/news/2266/capita-to-provide-welsh-fire-and-rescue-control-centre |title = Capita to provide Welsh fire and rescue control centre |date = 16 July 2015 |website = consultancy.uk}}

In October 2017, the company announced that former Amec Foster Wheeler CEO Jonathan Lewis would take over as CEO from 1 December 2017, following the departure of Andy Parker.{{cite news |url=https://www.ft.com/content/9d310150-ad85-11e7-beba-5521c713abf4 |archive-url=https://ghostarchive.org/archive/20221211221215/https://www.ft.com/content/9d310150-ad85-11e7-beba-5521c713abf4 |archive-date=11 December 2022 |url-access=subscription |url-status=live |title=Capita's new chief executive plans strategic overhaul |newspaper=Financial Times |date=10 October 2017 |access-date=5 January 2018}}{{cite web |url = https://citywire.com/wealth-manager/news/embattled-capita-finally-finds-a-ceo/a1057169 |title = Embattled Capita finally finds a CEO |website = citywire.com |first = DYLAN |last = LOBO |date = 10 October 2017}} After completing an initial assessment, on 31 January 2018, Lewis announced a profit warning, dividend suspension, a £700 million rights issue, cost cutting and a disposals programme, as net debts were predicted to hit £1.15 billion and a pensions deficit reached £381 million. The announcement knocked 47% off Capita's shares, reducing its market value by over £1.1 billion.{{cite news |url=https://www.bbc.co.uk/news/business-42885211 |title=Capita shares plunge after warning on profits |work=BBC News |date=31 January 2018 |access-date=31 January 2018}}{{cite news |url=https://www.theguardian.com/business/2018/jan/31/shares-in-uk-government-contractor-capita-plunge-40-after-profit-warning |title=Capita: more than £1bn wiped off value of UK government contractor |newspaper=The Guardian |first1 = Rob |last1 = Davies |first2 = Angela |last2 = Monaghan |first3 = Graeme |last3 = Wearden |date=31 January 2018 |access-date=1 February 2018}} The share price slide continued the following day, losing a further 13%.{{cite news |url=https://www.bbc.co.uk/news/business-42902065 |title=Interserve shares slide amid Capita woes |work=BBC News |date=1 February 2018 |first=Simon |last=Jack |access-date=1 February 2018}} On 3 April 2018, Capita shares fell 6% to a 20-year low after British Airways decided to retain in-house operation of two UK call centres rather than award contracts to run them to Capita.{{cite news |title=Capita drops 6% to new 20-year low |url=https://www.ft.com/content/c4bf7fd4-3733-11e8-8eee-e06bde01c544 |archive-url=https://ghostarchive.org/archive/20221211221230/https://www.ft.com/content/c4bf7fd4-3733-11e8-8eee-e06bde01c544 |archive-date=11 December 2022 |url-access=subscription |url-status=live |newspaper=Financial Times |date=3 April 2018 |first=Cat Rutter |last=Pooley |access-date=3 April 2018}} On 23 April 2018, Capita launched a cash call to raise £701m and reported a £513m loss for the previous financial year.{{cite news |url=https://www.theguardian.com/business/2018/apr/23/capita-losses-worsen-debt-outsourcing-carillion |title=Capita seeks to raise £700m as losses deepen |newspaper=The Guardian |date=23 April 2018 |first=Julia |last=Kollew |access-date=23 April 2018}} On 1 August 2018, Capita announced its profits in the six months to 30 June had dropped to £80.5m (from £195m in the same period in 2017), while revenues were down 4% to £1.98bn; the company's shares fell almost 9% after markets opened, to 148p a share.{{cite news |url=https://www.ft.com/content/64c3cad8-9555-11e8-b67b-b8205561c3fe |archive-url=https://ghostarchive.org/archive/20221211221242/https://www.ft.com/content/64c3cad8-9555-11e8-b67b-b8205561c3fe |archive-date=11 December 2022 |url-access=subscription |url-status=live |title=Capita 'confident' in turnround despite drop in underlying profit |newspaper=Financial Times |date=1 August 2018 |first=Adam |last=Samson |access-date=1 August 2018}}

Following Lewis's appointment, Capita embarked on a medium-term strategy to turn around the company.{{cite news |url=https://www.telegraph.co.uk/business/2017/10/10/struggling-outsourcer-capita-picks-new-boss-amec-foster-wheeler/ |title=New Capita boss vows to introduce 'multi-year strategy' to turn troubled outsourcer around |newspaper=The Daily Telegraph |first=Jon |last=Yeomans |date=10 October 2017 |access-date=28 October 2019}} In May 2019, the company became the first FTSE 250 company in 30 years to appoint rank-and-file workers to its board. Lyndsay Browne, a chartered accountant and finance manager, and Joseph Murphy, a project manager in the real estate division, topped competition from other internal candidates to become the first workers' representatives on Capita's board.{{cite news |url=https://www.thetimes.com/uk/transport/article/capita-promotes-two-rank-and-file-workers-to-board-pf5kv6nd5 |title=Capita promotes two rank and file workers to the Board |newspaper=The Times |first=Simon |last=Duke |date=15 May 2019 |access-date=28 October 2019}}

In September 2019, Capita announced that it was re-branding as a "purpose-led" living wage employer, changing its logo for the first time in 13 years.{{cite web |url=https://www.consultancy.uk/news/22446/capita-rebrands-as-purpose-led-living-wage-employer |publisher=Consultancy UK |title=Capita rebrands as 'purpose-led' living wage employer |date=23 September 2019 |access-date=31 October 2019}} The company said that from April 2020, it will pay all 40,000 of its employees an independently verified "real living wage". This will involve a pay rise for almost 6,000 employees. The rates, which are set at the basic income needed to cover the real cost of living, are overseen by the Living Wage Commission.{{cite web |url=https://www.theguardian.com/society/2019/sep/12/capita-increases-pay-for-almost-6000-workers-to-real-living-wage |work=The Guardian |title=Capita increases pay for almost 6,000 workers to real living wage |date=12 September 2019 |access-date=31 October 2019}} Less than five years later, Capita announced it would stop paying the real living wage and freeze pay for all staff as part of cost cutting measures.{{Cite web |url=https://www.theguardian.com/business/2024/feb/06/uk-real-living-wage-capita-brewdog-pay |title='It's sad': is the UK real living wage under threat as Capita and BrewDog pull out? |first=Heather |last=Stewart |date=6 February 2024 |work=The Guardian}}

During the early 2020s, the company undertook a series of divestments of non-core businesses with the aim of raising £700 million in response to financial pressures from the COVID-19 pandemic.{{cite web |url = https://www.consultancy.uk/news/30309/capita-sells-trustmarque-to-meet-700-million-disposal-target |title = Capita sells Trustmarque to meet £700 million disposal target |date = 3 February 2022 |website = consultancy.uk}}{{cite web |url = https://businesscloud.co.uk/news/capita-agrees-to-sell-five-software-firms-for-33m/ |title = Capita agrees to sell five software firms for £33m |website = businesscloud.co.uk |date = 11 June 2023}}{{cite web |url = https://www.building.co.uk/news/wsp-makes-double-acquisition-from-capita-worth-60m/5118643.article |title = WSP makes double acquisition from Capita worth £60m |website = building.co.uk |first = Daniel |last = Gayne |date = 3 August 2022}} Nevertheless, Capita still opted to make several strategic purchases and investments.{{cite web |url = https://www.consultancy.uk/news/32108/capita-buys-stake-in-social-talent-platform-withyouwithme |title = Capita buys stake in social talent platform WithYouWithMe |date = 23 August 2022 |website = consultancy.uk}}

In July 2019, the company announced that it was launching a consultancy arm. The new division will employ around 1,000 consultants and compete with the likes of Accenture, Deloitte and KPMG.{{cite news|url=https://www.thetimes.com/business-money/markets/article/capita-boss-jon-lewis-to-launch-consultancy-arm-rpg2x26gp|title=Capita boss Jon Lewis to launch consultancy arm|newspaper=The Sunday Times|date=21 July 2019|access-date=28 October 2019}}

===Healthcare recruitment===

Capita entered the healthcare recruitment market during May 2011,{{cite web |url=http://www.team24.co.uk/team24-news-2011-05-31-capita-acquires-team24.asp |title=Capita Group Purchase Team24 and Enter Healthcare Recruitment Industry |website=Team24.co.uk |date=31 May 2011 |access-date=1 July 2011 |url-status=dead |archive-url=https://web.archive.org/web/20110617035632/http://www.team24.co.uk/team24-news-2011-05-31-capita-acquires-team24.asp |archive-date=17 June 2011}} through acquisition of Team24, a healthcare recruitment specialist owned by Robert Stiff extending the services offered within the recruitment industry.{{cite web |url=https://www.team24.co.uk/ |title=Healthcare Jobs & Medical Careers From Recruitment Agency Team24 |website=team24.co.uk |access-date=15 March 2015}}

In March 2006, Capita Financial Administrators (CFA) was fined £300,000 by the Financial Services Authority for having poor anti-fraud controls.{{cite news |url=http://news.bbc.co.uk/1/hi/business/4813748.stm |title=Capita Financial fined for Fraud |work=BBC News |date=17 March 2006 |access-date=26 May 2006}} The division provides administration services for third parties and the Capita Group.{{cite web |url=https://www.bloomberg.com/profile/company/1366978Z:LN |title=Capita Financial Administrators Ltd |website=Bloomberg L.P. |access-date=28 October 2019}}

Capita also intended to enter into the legal services market and entered into a funding arrangement with the Law Firm Optima Legal Services Limited which saw them, in the period between May 2006, to the end of 2009, invest a total of £36,700,000 by way of investment loans into Optima.{{cite web |url=http://www.capitareport2009.co.uk/accounts/consolidated_accounts/note_17.aspx |title=Capita: Annual Report 2009 |publisher=Capitareport2009.co.uk |access-date=18 April 2011 |url-status=dead |archive-url=https://web.archive.org/web/20110911181223/http://www.capitareport2009.co.uk/accounts/consolidated_accounts/note_17.aspx |archive-date=11 September 2011}} As part of the funding arrangement Capita Group had the option of acquiring the shares of Optima Legal Services for the nominal sum of £1 upon the full implementation of the Legal Services Act 2007, which would make ownership of law firms by the likes of Capita possible. It is thought that such Alternative Business Structures ("ABS") could be lawful around October 2011.{{cite news |url=http://www.thelawyer.com/neuberger-mr-calls-for-regulatory-reform-as-abs-timeline-is-unveiled/1003565.article |title=Neuberger MR calls for regulatory reform as ABS timeline is unveiled |magazine=The Lawyer |date=23 February 2010 |first=Katy |last=Dowell |access-date=18 April 2011 |url-status=dead |archive-url=https://web.archive.org/web/20100324075748/http://www.thelawyer.com/neuberger-mr-calls-for-regulatory-reform-as-abs-timeline-is-unveiled/1003565.article |archive-date=24 March 2010}} However, on 9 August 2010, it was reported that the Solicitors Regulatory Authority ("SRA") had found that the arrangement breached its rules in that it effectively amounted to an ABS.{{cite news |url=http://www.thelawyer.com/optima-reprimanded-by-the-sra-over-capita-investment/1005255.article |title=Optima reprimanded by the SRA over Capita investment |magazine=The Lawyer |date=9 August 2010 |first=Katy |last=Dowell |access-date=18 April 2011 |url-status=dead |archive-url=https://web.archive.org/web/20100815010249/http://www.thelawyer.com/optima-reprimanded-by-the-sra-over-capita-investment/1005255.article |archive-date=15 August 2010}} As a consequence, Optima Legal Services Lead Litigation and Property Partners, Philip Robinson and Anthony Ruane respectively were both severely reprimanded by the SRA for what was found to be professional misconduct and only narrowly avoided referral to the Solicitors Disciplinary Tribunal{{cite web |url=http://www.sra.org.uk/consumers/solicitor-check/155841.article |title=Robinson, Philip Michael - 155841 {{!}} Decisions |publisher=Solicitors Regulation Authority |access-date=18 April 2011 |url-status=dead |archive-url=https://web.archive.org/web/20110218191439/http://www.sra.org.uk/consumers/solicitor-check/155841.article |archive-date=18 February 2011}} and Adrian Lamb, former CEO of Optima Legal Services Limited, left the business in June 2010.{{cite web |url=http://www.todaysconveyancer.co.uk/news.php?viewStory=87 |title=SEO Adrian Lamb leaves Optima – 8th June 2010 |publisher=Today's Conveyancer |access-date=18 April 2011 |url-status=dead |archive-url=https://archive.today/20130505085259/http://www.todaysconveyancer.co.uk/news.php?viewStory=87 |archive-date=5 May 2013}}

In 1998, Capita won the contract to run Constructionline, the newly created Public-Private Partnership owned by the Department for Business, Innovation and Skills (BIS).{{cite news |url=http://www.lgcplus.com/capita-wins-contract-to-run-online-construction-register/1455512.article |title=Capita Wins Contract to Run Online Construction Register |magazine=Local Government Chronicle |access-date=15 March 2015}} During March 2012, Capita acquired the UK arm of the construction consultancy firm Northcroft.{{cite news |url=https://www.building.co.uk/news/exclusive-capita-symonds-snaps-up-northcroft/5033722.article |title=Capita Symonds snaps up Northcroft |date=19 March 2012 |newspaper=Building |access-date=12 June 2023}} In January 2015, Capita acquired Constructionline outright from BIS for £35m.{{cite web |url=https://www.gov.uk/government/news/capita-announced-as-new-owner-of-constructionline |title=Capita announced as new owner of Constructionline |website=gov.uk |access-date=2 April 2015}} Three years later, on 31 January 2018, Capita announced it wanted to sell Constructionline as part of a transformation programme including disposal of non-core assets and cost cutting.{{cite web |url=https://www.theconstructionindex.co.uk/news/view/capita-to-sell-constructionline |title=Capita to sell Constructionline |website=The Construction Index |date=31 January 2018 |access-date=31 January 2018}}{{cite web |url=http://www.constructionenquirer.com/2018/01/31/capita-puts-constructionline-up-for-sale/ |title=Capita puts Constructionline up for sale |website=Construction Enquirer |date=31 January 2018 |first=Grant |last=Prior |access-date=31 January 2018}} In June 2018, it was reported that Constructionline had been sold to private equity investor Warburg Pincus for £160m.{{cite web |url=http://www.constructionenquirer.com/2018/06/19/capita-sells-constructionline-to-private-equity-giant/ |title=Capita sells Constructionline to private equity giant |website=Construction Enquirer |date=19 June 2018 |first=Grant |last=Prior |access-date=19 June 2018}}

In June 2014, it was reported that at least five of eight Liverpool NHS Trusts which had contracted their payroll and recruitment to Capita in 2012, were withdrawing because of concerns about the quality of the service provided.{{cite news |url=https://www.hsj.co.uk/news/finance/trusts-exodus-from-capita-hr-contract/5072024.article |title=Trusts exodus from Capita HR contract |journal=Health Service Journal |date=18 June 2014 |first=Crispin |last=Dowler |access-date=14 July 2014}} Several NHS trusts contracted with the company for human resources services. West London Mental Health NHS Trust cancelled their contract in September 2014, after the company proved "unable to meet acceptable 'time to hire' targets", particularly for nurses. At the same time Alder Hey Children's NHS Foundation Trust and Liverpool Heart and Chest Hospital NHS Foundation Trust terminated their contracts.{{cite news |url=https://www.hsj.co.uk/news/three-trusts-end-capita-hr-contracts/5075278.article |title=Three trusts end Capita HR contracts |journal=Health Service Journal |date=30 September 2014 |first=Ben |last=Clover |access-date=24 October 2014}}

In November, Mersey Care Trust revealed that "information governance issues" had been uncovered when the services were taken back in-house. Details of staff at other Merseyside trusts were sent to Liverpool Community Health Trust's HR department.{{cite news |url=https://www.nursingtimes.net/roles/nurse-managers/hr-firm-reviews-protocols-after-nhs-staff-data-breach-in-liverpool-09-02-2015/ |title=HR firm reviews protocols after NHS staff data breach in Liverpool |magazine=Nursing Times |date=9 February 2015 |first=Will |last=Hazell |access-date=10 March 2015}}

The company was awarded a four-year contract to become sole provider of administrative services including payment administration, management of medical records and eligibility lists of practitioners for GPs, opticians and dentists across the UK by NHS England in June 2015.{{cite news |title=Capita is awarded NHS England admin contract worth up to £1bn |url=https://www.cityam.com/capita-awarded-nhs-england-admin-contract-worth-1bn/?ITO=related-content |newspaper=City A.M. |date=22 June 2015 |author=Express KCS |access-date=26 June 2015}} In July 2016, it was reported that there was "a large backlog of unprocessed correspondence relating to patients". It was earlier reported that the company was unable to deal "effectively" with the movement of paper records between practices.{{cite news |url=https://www.hsj.co.uk/topics/finance-and-efficiency/nhs-england-investigates-primary-care-support-service-after-serious-incident/7009427.article |title=NHS England investigates primary care support service after 'serious incident' |journal=Health Service Journal |date=21 July 2016 |first=Rebecca |last=Thomas |access-date=28 July 2016}}

During 2015, an undercover investigation by The Daily Telegraph showed that in some cases locum agencies, Medicare and Team24 owned by Capita were charging some hospitals higher fees than others and giving false company details. The agencies were charging up to 49% of the fee. Health secretary Jeremy Hunt criticised agencies who sought "big profits" at the expense of the NHS and taxpayers and promised to "reduce the margins rip-off agencies are able to generate."{{cite news |url=https://www.telegraph.co.uk/news/nhs/12064455/NHS-hit-by-nurses-pay-scandal.html |title=NHS hit by locum agency nurses' pay scandal |newspaper=The Daily Telegraph |date=22 December 2015 |first1=Lyndsey |last1=Telford |first2=Claire |last2=Newell |first3=Edward |last3=Malnick |first4=Luke |last4=Heighton |access-date=25 December 2015}}

The company established Primary Care Support England in September 2015, replacing former regional services provided by each local health authority. The new service was described as shambolic by the Local Optical Committee Support Unit and the Optical Confederation.{{cite news |url=https://www.opticianonline.net/news/oc-and-locsu-demand-urgent-capita-action |title=Optical leaders demand urgent Capita action |website=Optician Online |date=3 August 2016 |first=Joe |last=Ayling |access-date=27 October 2016}} A deal was negotiated to enable optician practices to claim interest, administrative costs and bank charges on late payments of General Ophthalmic Services fees by Capita.{{cite news |url=https://www.aop.org.uk/ot/professional-support/health-services/2016/07/14/capita-late-payment-saga-continues |title=Capita Late Payment Saga Continues |journal=Optometry Today |date=14 July 2016 |first=Olivia |last=Wannan |access-date=27 October 2016}} In August 2016, a survey of GPs found 85% were missing records of recently registered patients, 65% had experienced shortages of clinical supplies or delays in deliveries, and 32% had suffered from missed or delayed payments. Delays in the payment of GP trainees' salaries were also reported.{{cite news |url=http://www.lrb.co.uk/blog/2016/12/01/emma-baines/derailing-the-nhs/ |title=Derailing the NHS |journal=London Review of Books |date=1 December 2016 |first=Emma |last=Baines |access-date=1 December 2016}} The situation was repeated in October 2017, with The Guardian reporting that "hundreds" of trainee GPs had not been paid. Capita was unable to say how many were affected in what the Cameron fund – a GP hardship charity – blamed on "another botched privatisation."{{cite news |url=https://www.theguardian.com/society/2017/nov/02/hundreds-of-trainee-gps-facing-hardship-as-outsourcing-firm-capita-fails-to-pay |title=Hundreds of trainee GPs facing hardship as outsourcing firm fails to pay |newspaper=The Guardian |date=2 November 2017 |first=Louise |last=Tickle |access-date=3 November 2017}} Inadequacies by Capita may have put patients at risk. The National Audit Office maintains almost 90 women were told incorrectly they were no longer in the cervical screening programme. Patients could have been at risk due to trouble with the 'performers list' a list of NHS dentists, GP's and opticians. "The failure to update performers lists may have compromised patient safety in cases where practitioners should have been removed," the report authors maintained. Roughly 1,000 dentists, doctors and opticians could not work in 2016 due to delays processing new applications.{{cite web |url=https://www.bbc.co.uk/news/health-44123207 |title=Patients 'could have been harmed' after Capita outsourcing |work=BBC News |date=17 May 2018 |access-date=17 May 2018}} Further failures included a backlog of 500,000 patient registration letters, failure to deliver medical supplies, and patients' medical records being lost or delayed.{{cite news |url=https://www.theguardian.com/business/2018/may/17/capita-put-nhs-england-patients-at-risk-says-watchdog |title=Capita put NHS England patients at risk, says watchdog |newspaper=The Guardian |date=17 May 2018 |first=Rajeev |last=Syal |access-date=17 May 2018}}

In March 2019, Simon Stevens announced that the cervical screening programme administration they had been running would be brought back in house.{{cite news |url=http://www.pulsetoday.co.uk/clinical/clinical-specialties/cancer/capita-to-be-stripped-of-nhs-cervical-screening-contract-following-issues/20038426.article |title=Capita to be stripped of NHS cervical screening contract following issues |magazine=Pulse |date=20 March 2019 |first=Elisabeth |last=Mahase |access-date=21 March 2019}}

• SIMS.net – Schools Information Management Software a Management information system used in 70% of primary and secondary schools across England and Wales to record many aspects of pupil data.{{cite news |url=https://www.theguardian.com/education/2005/oct/04/elearning.technology|title=Supplier feels the hand of Becta |newspaper=The Guardian |date=4 October 2005 |first=Phil |last=Revell}} In March 2009, Capita SIMS was said to be responsible for sending a truancy warning notice to the family of a Cheshire school pupil who had died two months before.{{cite news |url=http://news.bbc.co.uk/1/hi/england/manchester/7963081.stm |title=Dead girl given truancy warning |work=BBC News |date=25 March 2009}} SIMS also links with Capita One (through a process called B2B), which is a database used within Local Education Authorities for general analysis and overview of pupil and school data.{{cite web |url=http://www.capita-cs.co.uk/LocalAuthority/SIMSandOneOverview/Pages/Default.aspx |title=The company you keep says it all... |publisher=Capita Children's Services |access-date=18 April 2011 |url-status=dead |archive-url=https://web.archive.org/web/20110906030814/http://www.capita-cs.co.uk/LocalAuthority/SIMSandOneOverview/Pages/Default.aspx |archive-date=6 September 2011}}
• Individual Learning Account – A £290million scheme intended to give financial support to adult learners that was opened in 2000, and scrapped in 2001, following widespread and massive fraud.{{cite news |url=http://news.bbc.co.uk/1/hi/business/2239095.stm |title=Schools scandal hits Capita |date=5 September 2002 |access-date=26 May 2006}}
• Connexions Card – A £109million scheme that involved issuing 16- to 19-year-olds with smart cards that recorded their lesson attendance and rewarded them with discounts on consumer goods. It ran from 2002, until it was terminated in 2006, owing to lack of uptake.{{cite web |url=http://www.dcsf.gov.uk/research/data/uploadfiles/RR515.pdf |title=Evaluation of Connexions Card |publisher=Department for Children, Schools and Families |date=20 December 1932 |access-date=18 April 2011}}
• Education Maintenance Allowance for the Learning and Skills Council.{{cite news |url=https://www.itpro.co.uk/608463/liberata-axed-from-school-grant-contract |title=Liberata axed from school grant contract |publisher=IT Pro |date=19 November 2008}}
• Capita Education Resourcing – Capita Education Resourcing is an education recruitment specialist with a large networks of schools, colleges and nurseries across England and Wales. They have 19 offices covering teaching jobs operating throughout the UK.{{cite web |url=http://www.thesupplyteacher.com/195-capita-education-resourcing-proud-supporters-of-national-supply-teacher-week-2014 |title=Capita Education Resourcing - Proud Supporters of National Supply Teacher Week 2014 |publisher=The Supply Teacher |access-date=24 July 2014 |url-status=dead |archive-url=https://web.archive.org/web/20140515101827/http://www.thesupplyteacher.com/195-capita-education-resourcing-proud-supporters-of-national-supply-teacher-week-2014 |archive-date=15 May 2014}}

During 2014, Capita were awarded the contract to introduce postcodes to Ireland. The Irish communications minister has welcomed the implementation saying that the Irish code is the first in the world to be unique to each individual address. The scheme was launched in July 2015.{{cite news |url=http://www.irishtimes.com/news/ireland/irish-news/eircode-ireland-s-postcode-system-is-launched-1.2283233/ |title=Eircode, Ireland's postcode system is launched |newspaper=The Irish Times |date=13 July 2015 |access-date=5 April 2016}}

The emergency services have expressed concern that the new system may lead to responders having difficulty getting to incidents.{{cite web |url=https://www.thejournal.ie/emergency-services-eircode-lives-1722091-Oct2014/ |title=Claims that Eircode will 'confuse emergency services and cost lives' denied |website=The Journal |date=14 October 2014|first=Nicky |last=Ryan |access-date=26 November 2014}} Further, the Irish Data Protection Authority has raised concerns over the design of the code as information about individuals will be made more accessible.{{cite web |url=https://www.thejournal.ie/data-protection-report-1461038-May2014/ |title=The Data Protection Commissioner is very worried about the new postcode system. Here's why... |website=The Journal |date=12 May 2014 |first=Rónán |last=Duffy |access-date=26 November 2014}} Liam Duggan, CEO of Capita Ireland stated at a Government enquiry in 2014, that they had thoroughly tested the new system for unsuitable words and even used a game of Scrabble for this purpose.{{cite web |url=https://www.thejournal.ie/eircode-rude-words-1791638-Nov2014/ |title=Your new postcode won't say 'F1CK' or 'IRA'. Here's why |website=The Journal |date=21 November 2014 |first=Órla |last=Ryan |access-date=26 November 2014}}

The project is generally running to programme and budget: roll out, which was originally planned to start in March 2015, will now take place in "mid-2015" and the cost, which was originally budgeted at €25 million has increased to €27 million.{{cite news |url=https://www.offalyindependent.ie/news/roundup/articles/2014/11/19/4033952-new-27-million-postcode-system-promises-significant-benefits-/ |title=New €27 million postcode system promises significant benefits |newspaper=Offaly Independent |date=19 November 2014 |access-date=26 November 2014}}

In 2012, Capita was awarded a 10 year long recruiting contract for the British Army, worth £1.3 billion.{{cite news |url=https://www.theregister.com/2020/07/22/capita_british_army_applications_declined/ |title=Capita's bespoke British Army recruiting IT cost military 25k applicants after switch-on |publisher=The Register |date=22 July 2020 |accessdate=4 March 2021}} However, they have been greatly criticised, as they failed to meet the army's recruiting target every year up until 2020, with the shortfall ranging between 21% and 45% every single year.{{Cite web |date=21 May 2019 |title=Lessons have been learned from troubled Capita recruitment contract – MoD |url=https://www.publictechnology.net/2019/05/21/business-and-industry/lessons-have-been-learned-troubled-capita-recruitment-contract-mod/ |access-date=28 January 2024 |website=PublicTechnology |language=en-US}} According to the National Audit Office one of the main failings of the contract was the new recruiting website, that was delivered in 2017- four years late and three times the original cost.{{cite news |url=https://www.publictechnology.net/articles/news/capita-led-project-saw-army-website-launched-four-years-late-and-triple-planned-cost |title=Capita-led project saw Army website launched four years late and at triple the planned cost |publisher=PublicTechnology.net |date=14 December 2018 |access-date=4 March 2021}} In 2020, the contract was extended for two further years, meaning that it will now terminate in 2024.{{cite news |url=https://markets.ft.com/data/announce/full?dockey=600-202012110716PR_NEWS_PRUKDSCL_0063-1 |title=Capita plc - Army Recruitment Contract Extension |publisher=Financial Times |date=11 December 2020 |access-date=4 March 2021}} The Public Accounts Committee stated that Capita entered into the contract without "understanding the complexity of what it was taking on."{{cite web |url=https://old.parliament.uk/business/committees/committees-a-z/commons-select/public-accounts-committee/news-parliament-2017/capitas-contracts-with-the-ministry-of-defence-report-published-17-19/ |title=Army and Capita must share blame for soldier recruitment failures |date=1 March 2019 |access-date=4 March 2021}}

During 2019, Capita won a 12-year contract to operate the Defence Fire and Rescue Service, at 53 sites across the UK, Cyprus, and the Falkland Islands, in a deal worth £525 million.{{cite web |url=https://www.capitaworkforcemanagement.co.uk/news/capita-awarded-5-year-contract-fire-rescue-project/ |title=Capita awarded 5 year contract with Fire & Rescue Project |date=11 December 2019 |access-date=4 March 2021}} The deal also saw Capita take over all the work of the Defence Fire Training and Development Centre and transfer it to the national Fire Service College- including Royal Air Force firefighter training.{{cite web |url=https://www.fireservicecollege.ac.uk/news-events/news/2019/capita-signs-525m-fire-and-rescue-service-contract-with-ministry-of-defence/ |title=Capita signs £525m fire and rescue service contract with Ministry of Defence |website = fireservicecollege.ac.uk |access-date=4 March 2021}} However, Capita once more was subject to criticism when it proposed to cut firefighter numbers at HMNB Clyde and RNAD Coulport, two nuclear warhead facilities, by 15% less than two years after the contract was awarded. This was described as a purely cost-cutting measure, as the firm is set to request the Scottish Fire and Rescue Service to backfill the gaps in response.{{cite news |url=https://www.dailyrecord.co.uk/news/scottish-news/plans-cut-firefighter-numbers-scots-23606497 |title=Plans to cut firefighter numbers at Scots nuclear naval bases branded "reckless and dangerous" amid safety fears |publisher=Scottish Daily Record |date=4 March 2021 |access-date=4 March 2021}}

In December 2020, an industry consortium led by Capita, called Fisher Training won a contract to deliver shore-based training to the Royal Navy and Royal Marines at 16 sites across the UK.{{cite news |url=https://www.defensenews.com/global/europe/2020/12/21/britains-capita-nabs-13-billion-deal-for-royal-navy-personnel-training/ |title=Britain's Capita nabs $1.3 billion deal for Royal Navy personnel training |publisher=DefenseNews |date=21 December 2020 |access-date=4 March 2021}} The consortium is composed of Capita, Raytheon UK, Elbit Systems UK, and Fujitsu, and the contract is worth up to £2 billion.

Capita Group has not been received well in the media. It has gained the nickname "Crapita", particularly from the coverage in the satirical and current affairs magazine Private Eye, which routinely documents the company's many failures and setbacks in the public sector.{{cite news |url=https://www.theguardian.com/politics/2010/nov/19/capita-outsourcing-government-spending-money |title=Capita deals with £3.3bn of government spending as more work is outsourced |newspaper=The Guardian |date=19 November 2010 |first=Simon |last=Bowers |access-date=17 November 2011}}{{cite web |url = https://www.theregister.com/2016/09/29/capita_share_price_dives_after_1st_ever_profit_warning/ |title = Market pulls chain on Crapita share price after first ever profit warning |work = The Register |first = Paul |last = Kunert |date = 29 September 2016 }}

During January 2013, it was revealed that Capita was embroiled in a scandal over misinforming people that they had to leave the UK as they had no valid visa. One such person was, in fact, the holder of a UK passport.{{cite news |url=https://www.bbc.co.uk/news/uk-20891597 |title=Migrants wrongly told to leave UK by firm hired by UKBA |work=BBC News |date=3 January 2013 |first=Angus |last=Crawford |access-date=3 January 2013}}{{cite web |url = https://www.computerweekly.com/news/2240175478/Immigrants-wrongly-told-to-leave-UK-due-to-inaccurate-data |title = Immigrants wrongly told to leave UK due to inaccurate data |website = computerweekly.com |first = Karl |last = Flinders |date = 3 January 2013}}

In April 2014, a leak to The Guardian revealed that the Department for Work and Pensions (DWP) had to send civil servants in to help the company process personal independence payments for the seriously ill and the disabled. "Waiting times for assessment," the newspaper noted, "have been so long that in some cases people with terminal conditions have died before receiving a penny."{{cite news |url=https://www.theguardian.com/society/2014/apr/06/civil-servants-capita-pip-assessments-backlog |title=Civil servants deployed to help Capita clear PIP assessments backlog |newspaper=The Guardian |date=6 April 2014 |first=Shiv |last=Malik |access-date=7 April 2014}}

The 2015 sale of a government research operation charged with overlooking food safety to Capita has been criticised by Tim Lang, an advisor to the UK government and the WHO on food safety issues.{{cite news |url=https://www.independent.co.uk/news/uk/home-news/capita-and-the-great-british-food-safety-sell-off-10134275.html |title=Capita and the great British food safety sell-off |work=The Independent |date=25 March 2015 |first=Tom |last=Bawden |access-date=28 October 2015}} Arguing that a for-profit operation will be under pressure to ignore low-paying projects vital to public safety and the environment, he indicates that there is no profit in public research concerning food and biodiversity or food and pesticide residues, and predicts "commercial concerns will skew Fera's priorities".

Former Liberal Democrat leader Tim Farron questioned how Atos and Capita could have been paid over £500m from taxpayers money for assessing fitness to work as 61% who appealed won their appeals. Farron stated, "This adds to the suspicion that these companies are just driven by a profit motive, and the incentive is to get the assessments done, but not necessarily to get the assessments right. They are the ugly face of business."{{cite news |url=https://www.theguardian.com/society/2016/dec/27/private-firms-500m-governments-fit-to-work-scheme |title=Private firms earn £500m from disability benefit assessments |newspaper=The Guardian |date=27 December 2016 |first=Peter J. |last=Walker}}

In September 2021, it was revealed that Capita had been paying thousands of its employees below the minimum wage.{{cite news |url=https://www.heraldscotland.com/news/homenews/19605650.capita-one-scotlands-biggest-employers-breaks-law-failures-pay-minimum-wage/ |title=Capita, one of Scotland's biggest employers breaks the law over failures to pay minimum wage |date=26 September 2021 |publisher=The Herald |access-date=1 October 2021}} In early 2025, Capita staff were striking due to unpaid pay awards that were due in April 2024.{{Cite web|url=https://www.personneltoday.com/hr/capita-workers-in-manchester-and-glasgow-go-on-strike/|title=Capita workers in Manchester and Glasgow go on strike|first=Adam|last=McCulloch|date=30 January 2025}}

Capita admitted in April 2023 that hackers breached its systems a month earlier and stole a small amount of client or staff data as part of a cyberattack involving a Russian ransomware gang.{{cite news |last=Prescott |first=Katie |date=21 April 2023 |title=Capita admits data breach after attack by Russian hackers |url=https://www.thetimes.com/business-money/article/capita-admits-data-breach-after-attack-by-russian-hackers-stlbf2nz8 |newspaper=The Times}}{{cite news |last=Makortoff |first=Kalyeena |date=20 April 2023 |title=Capita admits customer data may have been breached during cyber-attack |url=https://www.theguardian.com/business/2023/apr/20/capita-admits-customer-data-may-have-been-breached-during-cyber-attack |newspaper=The Guardian}} On 12 May 2023, the UK Universities Superannuation Scheme stated that Capita, its outsourced administration provider, had exposed "the personal data of about half a million members" during a cyberattack.{{cite news |last = Cumbo |first = Josephine |date = 12 May 2023 |title = Leading pensions client warns data for 470,000 members at risk from Capita hack |url = https://on.ft.com/42qE7hk |newspaper = Financial Times |location = |access-date =13 May 2023 }}{{cite news |last = Davies |first = Rob |date = 12 May 2023 |title = Capita cyber-attack: USS pension fund members' details may have been stolen |url = https://www.theguardian.com/business/2023/may/12/capita-cyber-attack-uss-pension-fund-members-details-may-have-been-stolen |newspaper = The Guardian |location = |access-date = 14 May 2023}}

On 29 May 2023, a further 90 organisations reported data breaches of personal data held by Capita to the Information Commissioner's Office.{{Cite news |date=29 May 2023 |title=Capita hack: 90 organisations report data breaches to watchdog |language=en-GB |work=BBC News |url=https://www.bbc.com/news/technology-65746518 |access-date=29 May 2023}}

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