Pension Fund Communications Policy Statement
1 July 2016
Introduction
This is the Communications Policy Statement of the London Borough of Redbridge Pension Fund, (the Administering Authority).
The Fund liaises with 22 employers and over 15,000 scheme members in relation to the Local Government Pension Scheme. The delivery of the benefits involves communication with a number of other interested parties. This statement provides an overview of how we communicate and how we intend to measure whether our communications are successful.
It is effective from 1 July 2016.
Any enquiries in relation to this Communications Policy Statement should be sent to:
Maureen Jones, Pensions Manager
Maureen.jones@redbridge.gov.uk
Lynn Lane, Operations Director of HR, Payroll and Pensions
London Borough of Redbridge
HR Services
255 – 259 High Road
Ilford
Essex IG1 1NN
Email: pensionsLGPSadmin@redbridge.gov.uk
Telephone : 020 8708 3236
Regulatory Framework
This policy statement is required by the provisions of Regulation 61 of the Local Government Pension Scheme Regulations 2013 (as amended). The provision requires us to:
“. . . prepare, maintain and publish a written statement setting out our policy concerning communications with:
(a) members
(b) representatives of members
(c) prospective members; and
(d) scheme
In addition it specifies that the statement must set out our policy on:
(a) the provision of information and publicity about the Scheme to members, representatives of members and Scheme employers
(b) the format, frequency and method of distributing such information or publicity; and
(c) the promotion of the Scheme to prospective members and their employers
Communication with key stakeholders
Our audience
We communicate with a number of stakeholders. For the purposes of this communication policy statement, we are considering our communications with the following key groups:
- active members
- deferred members
- pensioner members
- prospective members
- employing authorities (scheme employers and admission bodies)
In addition there are a number of other stakeholders with whom we communicate on a regular basis, such as HM Revenue and Customs, the Department of Communities and Local Government, the Pensions Regulator, solicitors, the Pensions Advisory Service, senior officers, dependants, actuaries, unions and other pension providers. This policy also covers how we communicate with this wider stakeholder group.
How we communicate
General communication
We will strive to ‘e’-enable much of our correspondence with our members but also use more traditional methods where members do not have access to technology. We will encourage electronic communications, for example, by e-mail and will aim to respond by email. We will ensure our website is keep up-to-date and signpost this to all our members whenever we communicate with them. www.redbridge.gov.uk/pensions.
Our pension team is responsible for dealing with queries from our customers. Any phone calls or visitors are then passed to the relevant person within the section. The team can be contacted by emailing the HR Helpdesk at: pensionsLGPSadmin@redbridge.gov.uk.
Accessibility
All our staff have received training on customer service and we ensure that members receive a professional and polite service when dealing with us.
We recognise that individuals may have specific needs in relation to the format of our information or the language in which it is provided. Demand for alternative formats/languages is not high enough to allow us to prepare alternative format/language material automatically.
The ‘Louder than Words’(LTW) charter mark is a best practice initiative run by Action on Hearing Loss (previously RNID) for organisations who want to provide excellent services and accessibility for Deaf, deafened and hard of hearing service users and employees.
The HR Service was successfully assessed against 10 standards linked to the following areas:
- communicating well with customers and staff
- having a safe and deaf-friendly environment
- making it easy for people to contact and access the Council and HR Services
We achieved the charter mark in 2014, and were successfully re-accredited in 2015. We will always be alert to ensure we meet our member’s needs, especially spending more time with those who find pensions complicated.
Active, Deferred and Pensioner Members
Our objectives with regard to communication with members are:
- LGPS to be used as a tool in the attraction and retention of employees
- all members better informed about the benefits of the LGPS
- as a result of improved communication, for queries and complaints to be reduced
- to engage with and inform all our stakeholders
Our objectives will be met by providing the following general communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group (Active, Deferred, Pensioner or All) |
| Scheme booklet | Website | At major scheme changes | - | Active |
| Newsletters | Website | Annually and after any scheme changes | - | Active |
| Pension Fund Report and Accounts | Website | Annually | On Website | All |
| Annual Benefit Statements | Paper based | By 31 August each year | Post to home address/via employers for active members. To home address for deferred members. | Active and Deferred. |
| Factsheets | On Website | Continually available | - | Active and deferred |
| Website | Electronic | Continually available | Continually available | All |
| Pre- Retirement Courses | Face to face | As and When Required | As and When Required | Employees considering retirement within next two years |
Explanation of communications
On line Scheme Booklet - A booklet providing an overview of the LGPS, including who can join, how much it costs, the retirement and death benefits and how to increase the value of benefits.
Pension Fund Report and Accounts – Provides a review of the administration of the Pension Scheme and details of the investments of the Pension Fund at the end of the financial year. This report also includes the Pension Fund’s Statement of Accounts, Statement of Investment Principles, Funding Strategy Statement, Governance Compliance Statement and Communications Policy Statement. This is a detailed and lengthy document and is available to download from the Council’s website.
Annual Benefit Statements – For active members these include the current value of benefits. The associated death benefits are also shown as well as details of any individuals the member has nominated to receive the lump sum death grant. In relation to deferred members, the benefit statement includes the current value of the deferred benefits as well as the associated death benefits.
Factsheets - These are topic specific leaflets
Website - provision of scheme specific information, forms that can be printed or downloaded, access to documents, links to related sites and contact information.
Pre-Retirement Courses - Planning for the Future
A one day workshop providing an opportunity for employees who are considering retiring within the next two years to plan and reflect on the lifestyle choices they have. The aim is to raise awareness of financial issues and offer handy tips on planning for retirement.
Promotion of the scheme to prospective members and their Employing Authorities
Our communications objectives with prospective members are:
- raising awareness of the LGPS
- LGPS to be used as a tool in the attraction of employees
We'll work in partnership with the employing authorities in the Fund to meet these objectives. We will do this by providing the following communications:
|
Method of Communication |
Media | Frequency of issue | Method of Distribution | Audience Group (Active, Deferred, Pensioner or All) |
| Scheme booklet | On Website | On commencing employment | On Line | New employees |
Explanation of communications
On line Scheme booklet - A booklet providing an overview of the LGPS, including who can join, how much it costs, the retirement and death benefits and how to increase the value of benefits.
Communicating with Employing AuthoritiesOur communications objectives with employers are to:
- improve relationships
- assist them in understanding costs/funding issues and understanding their obligations
- work together to maintain accurate data
- ensure smooth transfers of staff
- ensure they understand the benefits of being an LGPS employer
- assist them in making the most of the discretionary areas within the LGPS
Our objectives will be met by providing the following communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group |
| Pension Fund Report and Accounts | Website | Annually | Electronically | Main contact for all employers |
| Employer Communication | Website / email | As an when required, but at least annually | Electronically | Main contact for all employers |
| Meeting with Pensions Team Leader | Face to face | 6 Monthly | Invitation sent by post or email | Senior management involved in funding and HR issues. |
| Induction Meeting for New Employers | Face to Face | Within 2 Months of Signing the Admissions Agreement | Invitation sent by Email | Senior management involved in funding and HR issues. |
| Service Level Agreement | Electronic Document | Monitored Quarterly for any Breaches | By Email | Responsible Officers for Providing Pensions Information |
Explanation of communications
Pension Fund Report and Accounts - Provides a review of the administration of the Pension Scheme and details of the investments of the Pension Fund at the end of the financial year. This report also includes the Pension Fund’s Statement of Accounts, Statement of Investment Principles, Funding Strategy Statement, Governance Compliance Statement and Communications Policy Statement. This is a detailed and lengthy document and is available to download from the Council’s website.
Induction Meeting - To take the new Employer through the Welcome Pack and ensure they are clear about roles and responsibilities.
Communication with senior managers
Our communications objectives with senior managers are to:
- ensure they are fully aware of developments within the LGPS
- ensure that they understand costs/funding issues
- promote the benefits of the scheme as a recruitment/retention tool
Our objectives will be met by providing the following communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group |
| Briefing papers that highlight key issues or developments relating to the LGPS and the Fund. | electronic | As and when required | Email or hard copy | All |
Communication with union representatives
Our communication objectives with union representatives are to:
- ensure they are aware of the Pension Fund’s policy in relation to any decisions that need to be taken concerning the scheme
- engage in discussions over the future of the scheme
- provide opportunities to educate union representatives on the provisions of the scheme
Our objectives will be met by providing the following communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group |
| JCC Meetings | Face to face | As Required | - | All |
Communication with elected members/ the Pensions Investment Panel/ the Local Pensions Board
Our communications objectives with elected members/the Pensions Board are to :
- ensure they are aware of their responsibilities in relation to the scheme
- seek their approval to the development or amendment of discretionary policies, where required
- seek their approval to formal responses to government consultation in relation to the administration of the scheme
Our objectives will be met by providing the following communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group |
| Briefing papers | electronic | As and when required | Any members as appropriate | |
| Scheme and investment updates/training sessions | Paper based and electronic | As an when required | Email, hardcopy report or presentation | All members of the Pensions Investment Panel |
| Investment Panel meetings | Meeting | Quarterly | - | All members of the Pensions Investment Panel |
| Pension Board meetings | Meeting | Quarterly | - | All members of the Pension Board |
| Annual Review of Pension Fund Investment Panel | Electronically | Annually | Electronically | All members of the Pensions Investment Panel Cabinet, Local Pension Board |
Explanation of communications
Briefing papers – a briefing that highlights key issues and developments to the LGPS and the Fund.
Scheme and investment updates/training sessions – providing a broad overview of the main provisions of the LGPS, and elected members responsibilities within it.
Investment Panel meetings – a formal meeting of elected members, attended by senior managers, at which Members review the performance of the Fund and its various Fund Managers. Members meet with the Fund Managers periodically and have the opportunity to discuss the Fund Managers’ investment decisions and strategy.
Pension Board Meetings
The Public Service Pensions Act 2013 and the Public Service Pensions Act (Northern Ireland) 2014 require Pension Boards to be established for the public service pension schemes.
These are initially the schemes for civil servants, armed forces, health service workers, teachers, judiciary, police, firefighters and local government workers. In due course it may also include some public body schemes.
The role of each Board is to help ensure each scheme complies with governance and administration requirements. They may have additional duties, if scheme or other regulations so specify.
Pension Boards need to have an equal number of employer representatives and member representatives. They may also have other types of members, such as independent experts. All pension board members have a duty to act in accordance with scheme regulations and other governing documents.
Scheme regulations (or scheme-specific guidance) may provide further detail on the scope
Pension Fund Report and Accounts – Provides a review of the administration of the Pension Scheme and details of the investments of the Pension Fund at the end of the financial year. This report also includes the Pension Fund’s Statement of Accounts, Statement of Investment Principles, Funding Strategy Statement, Governance Compliance Statement and Communications Policy Statement. This is a detailed and lengthy document and is available to download from the Council’s website.
Communication with the Pensions Administration Team
Our communications objectives with the Pension Administration Team are to:
- ensure they are aware of changes and proposed changes to the scheme
- provide on the job training to new staff
- develop improvements to services, and changes to processes as required
- agree and monitor service standards
Our objectives will be met by providing the following communications:
| Method of Communication |
Media |
Frequency of issue | Method of Distribution | Audience Group |
| Provision of direct training sessions | Face to face | As and When required | By arrangement | All |
| Team meetings | Face to face | Minimum of 1 every 6 weeks | By arrangement | All |
| Attendance at seminars to enhance knowledge on more specific issues | Externally provided | As and when advertised and appropriate | By email, paper based | All |
Policy on communication with tax payers
Our communications objectives with the Redbridge Community are to:
provide access to key information in relation to the management of the scheme
outline the management of the scheme
Our objectives will be met by providing the following communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group |
| Pension Fund Report and Accounts | Redbridgei and on Pension Fund website | Annually | Electronically | All |
| Public Committee Papers | Redbridgei | As and when available | Electronically | All |
Explanation of communications
Pension Fund Report and Accounts – Provides a review of the administration of the Pension Scheme and details of the investments of the Pension Fund at the end of the financial year. This report also includes the Pension Fund’s Statement of Accounts, Statement of Investment Principles, Funding Strategy Statement, Governance Compliance Statement and Communications Policy Statement. This is a detailed and lengthy document and is available to download from the Council’s website.
Committee Papers - a formal document setting out relevant issues in respect of the LGPS, in many cases seeking specific decisions or directions from elected members.
Communication with other stakeholders/interested parties
Our communications objectives with other stakeholders/interested parties are to:
- meet our obligations under various legislative requirements
- ensure the proper administration of the scheme
- deal with the resolution of pension disputes
- administer the AVC scheme
Our objectives will be met by providing the following communications:
| Method of Communication | Media | Frequency of issue | Method of Distribution | Audience Group |
|
Pension Fund valuation reports
|
Electronic | Every three years | Via email | The Department for Communities and Local Government (CLG)/National Scheme Advisory Board/ Her Majesty’s Revenue and Customs (HMRC)/ all scheme employers |
| Details of new employers entered into the Fund | Hard copy | As new employers are entered into the Fund | Post | DCLG |
| Formal resolution of pension disputes | Hard copy or electronic | As and when a dispute requires resolution | Via email or post | Scheme member or their representatives, the Pensions Advisory Service/ the Pensions Ombudsman |
| Completion of questionnaires | Electronic or hard copy | As and when required | Via email or post | DCLG/HMRC/ the Pensions Regulator |
Explanation of communications
Pension Fund Valuation Reports – a report issued every three years by the Fund’s actuary setting out the estimated assets and liabilities of the Fund as a whole, as well as setting out individual employer contribution rates for a three year period commencing one year from the valuation date.
Details of new employers – a legal requirement to notify DCLG of the name and type of employer entered into the Fund (e.g. following the admission of third party service providers into the scheme)
Resolution of pension disputes – a formal notification of pension dispute resolution, together with any additional correspondence relating to the dispute.
Completion of questionnaires – various questionnaires that may be received, requesting specific information in relation to the structure of the LGPS or the makeup of the Fund.
Levels of Performance and Measurement
To measure the success of our communications with active, deferred and pensioner members, we'll monitor the following areas of performance.
| Audience | Communication | Statutory delivery period | Target delivery period |
| New Member | Sending out confirmation that they have been admitted to the pension scheme | - | Within 20 working days of the end of the month the employee joined or the date of notification by the Employer, whichever is the later. |
| Active and Deferred members. | Annual Benefit Statements | By 31 August each year | Annually in accordance with legislation. |
| Active and deferred members retiring | Issue of retirement benefits | Within two months of retirement | Within 30 days of the member having retired from the scheme or notification by the Employer and receipt of the appropriate forms from the Member, whichever is the later. |
| Active and Deferred Members | Sending out a statutory notification following a change to pensionable status | - | Within 20 Working Days of the end of the month in which the change takes effect or notification by the Employer, whichever is the later. |
Reporting Performance Information
Details of our performance will be reported to our Human Resources Service Management Team and the Local Pensions Board regularly throughout the year.
Review Process
This Communication Policy will be reviewed to ensure it meets audience needs and regulatory requirements every two years. A current version of the Policy will always be available on our website.
