Agenda item

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.