WTW - Member survey results

Earlier this year, WTW, our pension scheme administrators, contacted some members of our Schemes who've needed their support in the last 12 months for feedback on the service provided.

Firstly, we'd like to thank everyone who took the time to respond to the survey. 2,236 members and pensioners completed it. The Trustee and WTW have taken time to analyse the feedback received and consider what actions they need to take in response.

The survey produced some mixed results. While the retirement experience received largely positive feedback, members told us that more work is needed on some aspects of the service, particularly resolving general enquiries more quickly and on reducing the time it takes for pension transfers.

In response, WTW have already made changes to the operating model and have planned further improvement activity:

Significant additional resource has been assigned to service centre and administration teams to address capacity issues.
An operational review is under way to reduce the time taken to deal with member cases. Training and technology solutions are being trialled to increase the number of queries resolved at the first point of contact.
Some members can now complete their retirement journey online. This will be scaled up and WTW also have plans to make transfers an online process in future.
Other planned changes to online service include making the 'Your Pension' portal logon easier - using an email address rather than system user ID.

The Trustee will continue to work with WTW to prioritise further improvement initiatives and we'll provide updates on these changes ahead of release.