Agenda item

Phillippa Cockerill, Head of Pensions Administration, introduced the report, highlighting some of the work of the team.

·         It was noted that the team maintain a two to three week work‑in‑progress position.

·         It was reported that the new member platform, My Pension Online, had gone live on 15 January. Members of the former portal were required to re‑register, and communications activity was underway to increase registrations.

·         Regarding commendations and complaints, it was confirmed that no patterns had been identified. Two complaints related to the award of ill‑health benefits, and no further action was required.

·         The Committee were advised that the 2026 annual benefit statement exercise had begun, with a workshop arranged. The new online platform would allow statements to be displayed digitally rather than produced as documents, improving efficiency. The team had completed a comprehensive review of the online statements to ensure compliance.

·         It was confirmed that no breaches had been reported in the quarter.

·         It was reported that the triennial valuation was nearing completion, with employers to be notified of the new rates and payments monitored accordingly.

·         An update was provided on the McCloud rectification phase. The number of pensioners who had received their uplifts, arrears and interest payments in February was reported, with a similar number planned for March. It was noted that the value of these payments varied significantly. Pensioner cases were expected to be completed by June, with a short pause in April to avoid overlap with the pension increase process. Deceased members and transfers out were expected to be completed by the end of the year.

·         Three major regulatory changes expected during 2026 were outlined. The Fit for the Future reforms would significantly reshape LGPS governance and investment operations. Access and Fairness changes due from April would address historical inequalities in survivor benefits, death grants and unpaid leave; improve access to the scheme; support equality goals; and strengthen administrative accuracy and consistency. These were described as the most member focused regulatory improvements to LGPS benefits and protections in many years. Access and Protections would further widen scheme access, strengthen member protections, and align the scheme with other public sector pensions, including changes such as the New Fair Deal. It was noted that these three significant areas of change would make it another busy year for the service.

In the discussion, the following points were made.

·         The Committee commended officers for managing the workload, including tasks such as McCloud and the new platform. Officers were also commended for having no breaches.

·         A question was asked about the management of the high number of telephone calls and how complex enquiries were handled. It was explained that all team members answered calls, and that staff refer complex enquiries to appropriate colleagues. Call volumes fluctuate but officers are able to progress their workload alongside dealing with queries. In addition to telephone enquiries, the team manages an inbox receiving a significant number of emails. The service had recruited additional personnel following a period where they were short-staffed and in response to a question about team size, it was reported that there were 41 staff across the systems, development and data, employer relationship, and member administration teams.

·         The Committee asked about efforts to encourage members to use online options, noting that some might find it easier to contact by telephone. It was explained that a member platform had been in place for some time, enabling members to run their own estimates and update personal details, and that self‑service continued to be promoted. It was reported that the new platform offered enhanced functionality and greater opportunities to automate processes. Work was also underway to implement ‘Retire Online’, allowing members to submit retirement requests through the portal rather than using a printed retirement pack, reducing time and cost. It was acknowledged that some members were less comfortable with online methods, although younger members generally preferred them. It was confirmed that online use was encouraged wherever possible, with alternative options remaining available.

·         Details for the LGA Fundamentals training were requested and Officers said they would recirculate this information.

·         An amendment to the November meeting date was noted, with the meeting now taking place on 13 November 2026.

Resolved

That the Committee notes the contents of the report and Breaches Log.