Much like last year, 2021 has been a year of making adjustments and adapting to a slightly different way of working. It’s also been a year of great achievements, all with the aim of helping you and our members get the best service we can offer.

Thanks to all those who’ve on-boarded to Monthly Contributions Reconciliation (MCR) and to those who’ve committed to an on-boarding date in the near future. We appreciate that it’s a change, but through your hard work and the support we’ve provided through email campaigns, dedicated support, webinars, training videos (This link opens in a new window) and guides and factsheets, it’s definitely something that we can all be proud of. If you’ve yet to on-board and don’t have a date, it’s not too late to submit an On-boarding form (XLSX, 37 KB) (This link opens in a new window).

The majority of our teams have continued to work from home throughout 2021, with a small number returning to our office in Darlington as restrictions eased. We’ve received some really positive feedback from you on the subject of continued customer service and support from our teams despite these adjustments. We’re extremely thankful to our teams and to you for your patience with these changes.

We’ve recently introduced two new methods of communication to complement our contact options for members. We now offer secure web chat, meaning that members can talk to us online about details of their pension. We also introduced WhatsApp messaging, which is encrypted, giving members peace of mind that any information they share is completely safe. We hope that with these additional options, we can offer members more support than ever and, in turn, can take some of the responsibility of supplying pension information to members from you.