Pensions Service standards

Customer service response times

For openness and transparency the Pension Section’s customer service response times are detailed below.

There are times within the year when response times change; for example during year end when some pension team resource is moved to work on year-end.

It is extremely important to note the Pension team work with over 200 employers and often rely on information being received from employers in a timely manner to meet the customer’s needs. Normally this works extremely positively, but there are rare occasions when information is not received from employers, additional information is needed or the pension section is unable to meet all customer response times.

Retirements

Retirement benefits notified to members within 10 working days of paperwork being received.

Deaths

Death benefits/payments sent to dependant within 10 working days of notification.

Transfers in

Information to be provided within 2 months of the receipt of all the required information being received.

Transfers out

Quote sent 3 months from the date of request, or up to 6 months if the reason for the delay is outside our control.

If payment is requested within the 3 month guarantee, the payment should be made within 6 months of the guarantee date.

If payment is requested outside the 3 month guarantee, payment should be made within 6 months of request for payment.

Refunds

Within 2 months from the date of request for payment.

Estimates

For members with more than one year to retirement, please visit our online modeller, the Benefit Projector.

For estimates not available via the online modeller or within one year of retirement, within 8 to 10 weeks.

Wherever possible the Pension section will remind employers about the importance of receiving timely and accurate information to enable the Pension section to calculate pension benefits to meet customer service response times.

The Pension section regularly monitors performance and amends customer response times as necessary.

The Administration and Communications Strategy

Administration and Communication Strategy - January 2022 PDF

Role and purpose of the Pension Section

To administer the Local Government Pension Scheme as an employing and administering authority in accordance with relevant legislation.
Aim to meet or better performance standards as set out
Provide guidance to scheme members and employers on all pension matters
Explore alternative methods to improve service standards and efficiency
Train and develop staff to meet the service objectives

Departmental vision

Equalities – treating colleagues as we would wish to be treated ourselves
Customers – being customer driven
Efficiencies – focusing on continuous improvement to deliver efficiencies
People – investing in people so that they will look after our customers

Key challenges for the service include:

Providing clear, concise pension scheme information and guidance
Delivering efficient, accurate and timely calculation and payment of pension benefits
Providing value for money
Retaining confidence in the service we provide to customers

Performance
Tasks	Measure – Cases completed	Target
Retirements processed	% of retirement benefits notified to member within 10 working days of receiving all paperwork	92%
Notification of death benefits	% of death related benefits notified to dependant within 10 working days of notification	90%
Paying pension benefits	% of pension payments made within 10 working days of receiving election	95%

Communications and engagement
Areas of importance	Measure – Feedback forms	Target
Established scheme members understanding of information provided	% rated at least mainly OK or clear	95%
Established scheme members experience of dealing with the Pensions Section	% rated at least good or excellent	95%
Establish scheme members thoughts on the amount of information provided	% rated as about right	92%
Establish the way scheme members were dealt with	% rated as being dealt with as polite or extremely polite	97%