Issue - meetings

10:45 am

The Board are invited to review the latest Administration Report as presented to the Pension Fund Committee on 5 June 2026, including the latest performance statistics for the service and an update on staffing.

Vicki Green, Pension Services Manager presented the Administration Report to the Pension Fund Committee on 5 June 2026, and invited comments from the Board.

The following was indicated:

·       9,827 cases were recorded, with 78% completed and carried-forward cases reduced by over 1,000.

·       Service level performance improved to 92.9%, despite increased case, call and email volumes.

·       The leaver backlog had reduced significantly, from 294 outstanding to 27 by the meeting date.

·       Members were being encouraged to use self-service and website contact forms.

·       96.61% of employer monthly returns had been verified, with improved reporting to follow.

·       End-of-year checks were substantially complete, and Annual Benefit Statements were beginning to be issued.

·       Member self-service registration and transfer monitoring continued, with no red or amber flags identified on large transfers.

·       McCloud work was on track for the 31 August deadline, with around 75 members identified as affected.

·       Payslips had moved online for most pensioners, producing significant postage savings.

In response to Members, the following was noted:

·       Staffing pressures remained significant, with 11 vacancies and recruitment underway for five administrator roles.

·       Urgent casework would remain prioritised, with automation and first-line support used to reduce pressure on experienced staff.

Actions: Officers to include a dedicated Access and Fairness update in the next administration report; improve monthly returns reporting; resolve member self-service reporting issues with the supplier; continue recruitment and workforce planning; and continue automation and system improvement work.

Resolved: The Board noted the report and thanked the administration team.

11:05

This report updates the Committee on the key administration issues including service performance measurement, the debt recovery process and any write offs agreed in the last quarter.    

The Committee is recommended to:

a)     Note the report.

Vicki Green, Pension Services Manager presented the report which updated the Committee on the key administration issues including service performance measurement, the debt recovery process and any write offs agreed in the last quarter.

The following was indicated:

·       Case volumes had increased significantly, with over 9,800 cases to process, but that overall performance had improved, with 92.9% completed within service level agreements.

·       Backlogs had been reduced through targeted overtime and use of agency staff

·       The introduction of a new member self‑service portal had resulted in increased enquiries, particularly relating to re‑registration, but that these were expected to be reduced over time.

·       It was noted that overall member engagements remained high and likely to continue due to ongoing changes in local government and pensions policy.

·       Updates were provided on McCloud remedy work, pensions dashboards, system development and staffing challenges and it was confirmed that although there were still multiple vacancies, recruitment activity was underway and workforce planning would be critical to addressing future demand.

In response to Members, the following was noted:

·       That pressures relating to sustainability of workloads and the impact of local government reorganisation were being factored into workforce planning.

·       On the continuing risks associated with staff shortages it was said that the workforce planning exercise was intended to address these longer-term capacity issues.

Action: To provide an update at the next meeting on member self-service statistics once data issues with the system provider have been resolved.

The Committee RESOLVED to:

a)       Note the report.