Read the text of this document (24 pages)
Annual
administration report
2024/2025
1
Contents
1. Summary ....................................................................................................................................... 2
2. Background ................................................................................................................................... 2
3. Summary Review of the past 12 months ...................................................................................... 2
4. Membership ................................................................................................................................. 3
5. Administration performance ........................................................................................................ 3
6. Audit ............................................................................................................................................. 5
7. Customer Service Excellence (CSE) ............................................................................................... 7
8. Data Improvement........................................................................................................................ 7
9. 2024/2025 Achievements ............................................................................................................. 9
10. Software Development ............................................................................................................... 13
11. McCloud ...................................................................................................................................... 14
12. Pensions Dashboards Program (PDP) ......................................................................................... 15
13. Cyber Security ............................................................................................................................. 16
14. CEM Benchmarking ..................................................................................................................... 17
15. GMP Rectification ....................................................................................................................... 17
16. Looking ahead to 2025/26 .......................................................................................................... 18
17. Administration Budget ................................................................................................................ 21
2
1. Summary
1.1. The purpose of this report is to update the London Borough of Hillingdon with an annual
summary of pension administration for 2024/25.
2. Background
2.1. Hampshire Pension Services administer the Local Government Pension Scheme (LGPS) on
behalf of the London Borough of Hillingdon (LBH) with effect from 27 September 2021.
2.2. Hampshire Pension Services also administer the LGPS for Hampshire County Council, West
Sussex County Council and Westminster City Council; the Fire Pension Schemes for both
West Sussex and Hampshire & Isle of Wight, and the Police Pension Schemes for Hampshire
& Isle of Wight.
3. Summary Review of the past 12 months
3.1. The past 12 months has seen continued strong performance in the delivery of pension
administration for LBH; our partnership working is excellent, and relationships remain
strong.
3.2. Particular highlights include:
• 100% delivery against performance targets.
• Data quality – the TPR common and conditional data scores have both increased by 3%.
• 99.38% of active benefit statements and 100% of deferred benefit statements produced and
published within the statutory deadline.
• Continued increase in Member Portal registrations – 50.09% of all members registered, with
uptake across all membership groups.
• Low number of complaints in comparison to the total membership and casework processed.
• Preparation work for the Pensions Dashboard connection date – to demonstrate compliance
and data preparedness – has been significant and is ongoing.
• Regular project meetings and weekly monitoring of progress against McCloud milestones.
• Ongoing development of our online services for both Members and Employers, in response
to their feedback and to further encourage use of both the Portal and Hub.
• Significant work undertaken to monitor and improve Cyber Security.
• Achieved re-accreditation of Customer Service Excellence award, with 8 ‘compliance pluses’
where expectations are exceeded.
3
4. Membership
4.1. The table below details the number of members against status for each of the Local
Government pension schemes and is correct as of the date this report was prepared.
Scheme Active* Deferred Pensioner Preserved
Refunds**
Total
March 2025 9,256 12,573 8,657 1,694 32,180
Membership in March 2024 9,928 12,026 8,389 1,599 31,942
Growth -6.76% 4.54% 3.19% 5.94% 0.74%
*Leavers which are waiting to be processed are included in the active membership.
**The preserved refund members are included for completeness but are not counted for the
purposes of reporting membership to the Pensions Regulator and MHCLG.
5. Administration performance
5.1. Hampshire Pension Services’ performance against agreed service level agreements for key
processes are monitored monthly. They are calculated based on the number of working
days taken to complete the process and are adjusted for time that we are unable to
proceed, due to requiring input from the member or third party.
5.2. The table below shows performance from 1st March 2025 to 31st March 2025; the
performance target for all cases is 15 days (except Deferred Benefits which is 30 days, and
Rejoiners which is 20 days).
5.3. An average number of days to complete each process is also included to demonstrate that
overall, cases are completed well within the agreed service level agreements.
4
5.4. The table below shows performance for the last 12 months; 1 April 2024 to 31 March 2025.
Time to Complete
Type of Case 0-5
days
6-10
days
11-
15
days
16-
20
days
21-
30
days
31-40
days
Total %
completed
on time
Average
days taken
to
complete
Total
Cases
(previous
month)
%
completed
on time
(previous
month)
Active Retirement 9 5 1 0 0 0 15 100.00% 5 17 100%
Deferred Retirement 11 15 0 0 0 0 26 100.00% 6 31 100%
Estimates 3 11 5 0 0 0 19 100.00% 8 47 100%
Refunds 0 13 0 0 0 0 13 100.00% 9 14 100%
Deferred Benefits 6 1 1 4 98 0 110 100.00% 26 70 100%
Interfunds & Transfers
In
2 3 3 0 0 0 8 100.00% 8 13 100%
Interfunds & Transfers
Out
1 5 16 0 0 0 22 100.00% 11 20 100%
Divorce Quotes 1 2 4 0 0 0 7 100.00% 10 5 100%
Divorce Actuals 0 0 0 0 0 0 0 100.00% 0 100%
Rejoiners/Aggregation 3 0 8 1 0 0 12 100.00% 11 39 100%
Deaths 7 0 6 0 0 0 13 100.00% 8 13
GRAND TOTAL 43 55 44 5 98 0 245 100.00% 269 100%
Time to Complete
Type of Case 0-5
days
6-10
days
11-15
days
16-20
days
21-30
days
31-40
days
Total %
completed
on time
Active Retirement 99 47 8 0 0 0 154 100%
Deferred Retirement 100 211 36 0 0 0 347 100%
Estimates 61 205 113 0 0 0 379 100%
Refunds 13 196 4 0 0 0 213 100%
Deferred Benefits 85 32 39 137 868 0 1,161 100%
Interfunds & Transfers In 82 29 57 0 0 0 168 100%
Interfunds & Transfers
Out
24 126 97 0 0 0 247 100%
Divorce Quotes 8 14 23 0 0 0 45 100%
Divorce Actuals 0 0 0 0 0 0 0 100%
Rejoiners /Aggregations 40 21 98 56 0 0 215 100%
Death Benefits 111 17 30 0 0 0 158 100%
GRAND TOTAL 623 898 505 193 868 0 3,087 100%
5
Complaints and Compliments
5.5. We received a total of 5 formal complaints during 2024/25 and Appendix 1 summarises the
complaints and lessons learned for the year.
5.6. As part of the complaint resolution process, actions to prevent recurrence are considered
and put in place if necessary. There were no recurring trends in the complaints received, but
we have encouraged staff to escalate any concerns they have, with their line manager
sooner, so action can be taken to avoid upset to the member.
5.7. The detail of each complaint is shared with our monthly partnership reports and discussed in
the subsequent partnership meeting if necessary.
5.8. We received 23 compliments in 2024/25 – these commented on our customer service,
communication, and positive experience of using our Portal and website.
6. Audit
6.1. The Southern Internal Audit Partnership (SIAP) provides the internal audit function for
Hampshire. The following internal audits relating to pensions administration for 2024/25
have been completed:
Audit Area Timing
Pension leavers
Audit of the controls to ensure accurate, prompt and complete administration
of pension leavers, including the production of on-going annual benefit
statements within agreed timescales, by HPS.
Substantial rating
confirmed.
Pension starters
Review of the control framework to support appropriate, complete and
prompt admission of new starters to the various pension schemes
administered by HPS.
Close of audit meeting
on 24th April – no issues
raised in testing.
Cyber Security
To provide assurance over the cyber security arrangements within HPS.
Testing complete –
awaiting close of audit
meeting.
6
Audit Area Timing
Pensions payroll and benefit calculations
Annual review to provide assurance that Hampshire Pension Services’ (HPS)
systems and controls ensure that:
• Lump sum and on-going pension payments are calculated correctly,
are valid and paid to the correct recipients.
• All changes to on-going pensions are accurate and timely.
• Pension payroll runs are accurate, complete, timely and secure with
all appropriate deductions made and paid over to the relevant bodies.
Substantial rating
confirmed.
6.2. The pensions administration audits being completed in the coming financial year are as
follows.
Audit Area Timing
Member deaths
Provide assurance that any payments related to deceased members are
calculated correctly and paid promptly to the correct recipient with the risk of
overpayments minimised.
Quarter 1/2
Pension transfers
Provide assurance that the processes and controls in place support the
accuracy and timeliness of transfers in and out of the schemes administered
by HPS.
Quarter 2
Pensions payroll and benefit calculations
Annual review to provide assurance that HPS’ systems and controls ensure
that:
• Lump sum and on-going pension payments are calculated correctly,
are valid and paid to the correct recipients.
• All changes to on-going pensions are accurate and timely.
• Pension payroll runs are accurate, complete, timely and secure with
all appropriate deductions made and paid over to the relevant bodies.
Quarter 3/4
Cyber Security
Provide assurance over the cyber security arrangements within HPS and the
UPM application. Precise scope to be determined by the outcomes of the
2024/25 audit, cyber security and UPM developments during the year.
Quarter 4
7
7. Customer Service Excellence (CSE)
7.1. On Tuesday 21st January 2025 we completed a re-assessment of our CSE accreditation. The
feedback report confirmed that we continue to meet the required CSE standards across the
57 areas assessed.
7.2. We were awarded ‘compliance plus’s against 8 areas, which shows that we are performing
to a very high standard against these CSE requirements.
• We have developed customer insight about our customer groups to better understand their
needs and preferences
• We have made the consultation of customers integral to continually improving our service
and we advise customers of the result and action taken
• There is corporate commitment to putting the customer at the heart of service delivery and
leaders in our organisation and actively support this and advocate for customers.
• We empower and encourage all employees to actively promote and participate in the
customer focused culture of our organisation.
• We can demonstrate our commitment to developing and delivering customer focused
services through our recruitment, training and development policies for staff.
• We can demonstrate how customer facing staffs insights and experiences are incorporated
into internal processes, policy development and service planning.
• We make our services easily accessible to all customers through provision of a range of
alternative channels.
• We can demonstrate that we benchmark our performance against that of a similar or
complementary organisations and have used that information to improve our service.
8. Data Improvement
8.1. The Employer Services team have worked hard over the last year to finalise the annual
returns (current and previous years) for as many members as possible, and this plays
through to the 99.64% of active benefit statements which we were able to produce in 2024.
The Pensions Regulator (TPR) Data Scores
8.2. In November 2024 we confirmed the common and conditional data scores, for submission
to the Pensions Regulator, as follows.
Common Data Score Conditional Data Score
Scheme 2024 2023 2024 2023
Hillingdon 92% 89% 92% 89%
8
8.3. Our work over the last year through BAU casework, Annual Returns and targeted data
cleansing has contributed to an improved score for both Common and Conditional data.
8.4. Due to the movement in membership over the last year, the scores above are not based on a
like-for-like group. For example, the total membership has increased; a number of active
members last year, are now deferred or pensioner members, and the data validations for
each status are different. We have identified the following key themes as the biggest
contributors negatively impacting the data scores achieved.
8.5. It is important to highlight that none of the issues above prevent us from calculating or
paying a member’s benefits, and as individual records are picked up by the teams for
processing, they will naturally cleanse the record.
Data type Data check Issue Resolution
Common Date
Pensionable
Service Started
This date is not recorded consistently
across the member’s record and is
responsible for 1,931 (down from 2,885
last year) of the fails.
Data cleansing is ongoing, but this check is
also applied to pensioner records and has no
bearing on the benefits being paid so is
deemed low risk.
Common Address status
‘Lost Contact’
This affects 504 (increased from 418 last
year) members and is a theme across
other schemes we administer.
An address tracing project has been
completed for deferred and preserved
refund members – who are the vast majority
of the lost contacts.
The increase in lost contacts has been
caused by Target confirming that the
address we held for a number of preserved
refund members was no longer correct, and
they were unable to confirm a current
address.
Conditional ‘CARE
Revaluation’
The CARE pension for a previous year is
either missing, or the correct revaluation
rate has not been applied. This
currently impacts 394 (down from 835
last year, and 1,617 in 2022) members –
a combination of active and deferred
members.
This will be picked up in ongoing data
cleansing work and is also being resolved as
part of historic leaver processing.
Conditional ‘Pre and post 88
GMP’
The GMP details held for approximately
910 (955 last year) members is not
complete.
We would expect these cases to be
reduced/cleared by GMP rectification which
is in hand, and a number of records will be
updated in time for next year’s data scoring.
9
Historic Leavers
8.6. At the point of onboarding, there were 3,840 unprocessed leavers – the date of leaving for
these members was prior to 1st September 2021.
8.7. As of 1st April 2025, the unprocessed leavers position is as follows.
*Included in the ‘Leavers processed, and records finalised by HPS’.
8.8. Details of the cases outstanding with employers have been shared previously with Seby
Carvalho and Tunde Adekoya, to support with escalation to the employer/payroll provider –
this support is appreciated and has helped to progress cases which have been outstanding
for some time.
8.9. From 1 April 2025 we will not be charging for any further time spent on this project – due to
the low number of cases outstanding and the speed at which they can be processed –
although we will continue to process and finalise the leavers that we are able to.
9. 2024/2025 Achievements
Performance
9.1. Throughout 2024/2025 we have maintained 100% performance for all measurable BAU work.
9.2. Each monthly pensioner payroll was run successfully and without delay.
9.3. Our Pensions Customer Support Team have received 1,788 calls for LBH members in 2024/25,
of which 42 calls were abandoned by the member. This equates to an answer rate of 97.46%
for 2024/25.
Unprocessed Leavers transferred from Surrey, at point of onboarding.
3,840
Additional unprocessed leavers identified since onboarding 318
Total unprocessed leavers 4,158
Leavers processed, and records finalised by HPS 3,883
Leavers processed in the last month* 36
Outstanding leavers to be processed 275
10
9.4. Throughout 2024/25 the average maximum call wait time was 65 seconds for LBH
members - this includes abandoned calls – which demonstrates that members are not
waiting for a substantial amount of time before abandoning their call.
2024 Annual Returns and valuation data
9.5. The employer services team have worked work hard with LBH employers to finalise all
2024 Annual Returns.
9.6. The number of data queries sent to employers as part of the 2024 annual return process,
with comparison to 2023 is summarised below.
Queries Sent
Starters Leavers Missing Data Additional
Contributions
Other Total
2024 259 302 304 8 358 1,231
2023 449 263 355 8 761 1,836
9.7. In total there were 1,231 queries in 2024, this represented 12.4% of active membership.
This was a reduction from 2023 where 1,836 queries were raised, representing 14.67% of
membership.
Annual Returns Employer Bench Marking
9.8. Following the upload of the 2024 annual returns, we completed the bench marking of
employers’ performance – a full report was shared in September – and subsequently wrote
to employers who were rated red in one or more areas as part of the benchmarking
process.
9.9. In total 66 employers were asked to complete a data validation exercise this year. We
received declarations from 50 employers (76%) by the deadline of 15 December 2024 to
confirm they had completed the exercise. 14 employers (21%) submitted a declaration
after the deadline. 2 employers did not submit a declaration to confirm completion.
Employer Engagement
9.10. We continue to experience an overall positive engagement with the vast majority of
Hillingdon employers.
9.11. In 2024/25 we ran 25 bitesize sessions – which are open to all employers, across all
schemes we administer – and 892 bookings were received. There were 89 Hillingdon
representatives attending.
• Employers in the LGPS, Starters and Opt Outs
• Leavers and Retirements, including Starter, Leaver and Estimate Forms
11
• Pensionable Pay Workshop - Cumulative Pay (post 2014), Full Time Equivalent and Final Pay
(2008 regulations)
• APC's, Absences, Paying in more, Paying in less - 50:50
• Organisation changes (Outsourcing, Mergers, Change of Payroll)
• Discretions and Disputes
10.12. We held 3 annual return workshops for Hillingdon employers in February and March 2025
– 182 individuals attended, representing 38 employers.
Member Portal
9.12. Active, Deferred and Pensioner members of the West Sussex Local Government pension
scheme have the ability to register for our Member Portal and:
• Update their personal details, death grant expression of wish, and bank details.
• Securely view annual benefit statements, payslips, P60’s and all other letters
generated in UPM.
• Submit a membership option form, refund claim form or retirement declaration
form.
• Upload scanned documents, for example, birth certificates.
• Run voluntary retirement estimates from age 55 onwards.
• Track the progress of their retirement.
9.13. The table below shows the total number of registrations for each status as of 31 March
2025, and for comparison, as of 31 March 2024.
9.14. In all processes and communications, we actively encourage all members to register for
and use the Member Portal and continue to develop the online service to support this.
9.15. The table below summarises overall engagement with members:
Engagement Active Deferred Pensioner Total
Portal 5,397 5,686 4,188 15,271
Opt out 37 131 1,888 2,056
No contact 3,822 6,756 2,581 13,159
Total 9,256 12,573 8,657 30,486
Status Registrations
to date
% of total
membership
Registrations at
31/03/2024
% of total
membership
Active 5,397 58.31% 5,020 50.56%
Deferred 5,686 45.22% 4,492 37.35%
Pensioner 4,188 48.38% 3,554 43.37%
TOTAL 15,271 50.09% 13,066 43.06%
12
Employer Hub
9.16. The Employer Hub allows employers to:
• View their employee’s pension records and relevant documents.
• Submit changes to the member’s employment which may impact their pension.
• Run reports to identify groups of members, for example those who are not
registered for the Member Portal.
• Submit leaver and joiner forms, which are allocated straight to our Member
Services team to process.
• Run retirement estimates, including voluntary, redundancy and ill health.
9.17. To date we have 116 LBH employers registered to use the Employer Hub. Of the 116
employers, 195 individual users have access to a Hub account.
9.18. Those employers who are not yet registered are responsible for a low proportion of the
overall scheme membership; although we continue to encourage them to register, the
impact of them not using the Employer Hub is minimal.
Annual Benefit Statements and Pensions Savings Statements
9.19. A significant amount of work has been carried out to ensure that as many active and
deferred LBH members received a benefit statement in 2024, and the final position was as
follows.
Membership
Status
Number of Members
without a Benefit
Statement
Percentage of Members
in receipt of a Benefit
Statement
Percentage of Members in
receipt of a Benefit
Statement by 31st August
2024
Active 35 99.64% 99.38%
Deferred 0 100.00% 100.00%
9.20. In summary, we were unable to produce a benefit statement due to missing earnings for
either the current (2024) or a previous year.
9.21. Pensions Savings Statements (PSS) were issued to 3 members who had exceeded the
£60,000 annual allowance in 2023/24, by the statutory deadline of 6 October 2024.
Overseas Pensioners – Liveness check
9.22. In December 2024 we wrote to all overseas pensioners, and for the first time offered them
two methods of confirming that their pension should continue to be paid – an online
identification and verification (ID&V) check, or completion of the paper-based life
certificate.
13
9.23. Overall, 30% of overseas pensioners were successful in using the online ID&V process, with
the majority choosing to complete and return the paper-based life certificate – as a first
attempt at using biometric based technology, this was a real success, and we received
positive feedback from a number of pensioners.
9.24. In 2025 we will be reviewing how we can further encourage overseas pensioners to utilise
the ID&V method but must still consider that an alternative will be required to support
those without access to a suitable device or the internet.
9.25. On 31st March 2025, there were 7 overseas pensioners who had not contacted us by any
method and therefore their pensions have been suspended.
10. Software Development
10.1. In Appendix 2 we have captured all significant software developments in 2024/25.
10.2. With consideration to other priorities next year – McCloud and Pensions Dashboards – and
feedback received throughout the last year, the proposed software development plan for
2025/26 will include the following.
• Implementation of automated GOV.UK notifications in additional processes – this has
already been adopted in our retirement processes but will be expanded to include other
processes where a notification is currently emailed or printed/posted to the member.
• Member Portal Work Trays – allowing members to save their progress when completing
an online form, for example the retirement declaration and membership option forms.
• Google Analytics – this will allow us to monitor the use of both the Portal and Hub in
greater detail and highlight where we should make improvements, to increase usage.
• Enhanced SSRS reporting/dashboard for Employer Hub – giving employers better sight
of data quality, and the ability to monitor if they have notified us of all new joiners and
leavers, for example.
• Ability to start a My Message thread from internal processes – members will be notified
by email, that they have a My Message from Hampshire Pension Services, which
requires a response.
• Upload of supporting documents as part of the leaver form submission on the Employer
Hub e.g. ill health certificates or employer initiated retirement authorisation forms
(EIRA).
10.3. We will also be piloting the Monthly Returns process with select employers – who have
experience of Civica/UPM monthly returns with other LGPS administrators – from April 2025
14
and based on the success of this pilot and feedback received from employers and staff, will
consider rolling this out to a wider group.
11. McCloud
11.1. In October 2024 we shared a high level milestones roadmap and the current position for
each milestone can be found in Appendix 3.
11.2. Over the last year, we have put considerable effort in to ensuring the eligibility of members –
in scope, maybe in scope, not in scope – has been calculated and recorded in UPM
accurately, to ensure underpin calculations are being applied where required. This is
summarised in the tables below.
11.3. Of those members who are in scope, we have identified that a number have unverified
service – the table below has been updated since last month’s report, following further
review and analysis of the records.
11.4. In Appendix 4 we have set out our suggested approach to the members who have unverified
service.
11.5. To calculate the underpin on a bulk basis for all of the members who are in scope, and
include the required figures in benefit statements, we require a software update, which is
officially due for delivery at the beginning of June 2025.
11.6. We have received a ‘pre-release’ version of this software in the last week, with a view to
highlighting any data issues which may prevent the bulk underpin calculation from running,
so we can attempt to resolve these ahead of the full delivery being received in June. Once
15
the full delivery is received, further testing will be required, and we expect to be in a position
to start running the bulk calculation and producing benefit statements, from early July.
11.7. It is important to note that as less than 20% of the membership require the underpin
calculation, we have split all of our benefit statement processes and statement templates, so
statements can be produced for the 80% who maybe or are not in scope, starting in May.
11.8. Our intention is to meet the benefit statement statutory deadline for all members, and we
have prepared ourselves and the system to the best of our ability, to achieve this, but we will
keep all Partners informed of progress, once the full software update has been received.
11.9. The underpin calculation has been calculated for all members in scope, as they leave the
scheme, and to date 8 deferred members have a provisional underpin payable at retirement,
and 10 pensioners have a final underpin amount which has been included in the payment of
their pension benefits.
12. Pensions Dashboards Program (PDP)
Preparation for onboarding
12.1. Over the last year, we have attended all dashboard related webinars, hosted by the PDP
and/or the Pensions Regulator to ensure we are fully informed of progress and what is
expected of administrators.
12.2. An updated PDP report was shared with Partners in October 2024, accompanied by the
Pension Regulator’s preparedness checklist and our initial data matching policy.
12.3. We have chosen the ‘single source’ connection route for all AVC providers, for consistency in
our record keeping and to ensure that it is clear to member’s the AVC fund is attached to
their LGPS benefits – we are working with Civica and AVC providers to agree a standard file
format for sharing data with us, so this can be uploaded regularly to UPM.
12.4. We have also been working with AVC providers to reconcile the data that both we and they
hold in respect of members with an AVC fund – this exercise has highlighted orphan AVC’s
for some schemes and we will be writing to members to explain what their options are. Most
are pensioners or have transferred to another LGPS, so are not in scope of the PDP under
the schemes we administer.
12.5. There are very few active and deferred members with temporary national insurance
numbers, and we are currently reviewing each record, to determine whether any existing
documents hold their permanent national insurance numbers; whether they need address
tracing; or we can contact the individual or their employer to request this information.
16
Integrated Service Provider (ISP)
12.6. We appointed Civica as our ISP in 2022 and have since attended a number of online sessions,
hosted by Civica, to discuss and understand how their ISP software will work, with regard to
connection to the dashboard; data requirements; internal processes for partial matches and
missing data; and reporting standards.
12.7. Civica have been working with the PDP to receive sign-off as an ISP for some time – there are
a number of stages to the onboarding process, and until recently, the PDP have been
focussing their attention on 3 early volunteer ISP’s which did not include Civica.
Understandably, considering this is a new national initiative and high risk, it has taken the
PDP longer than was first planned to complete the onboarding of all ISP’s.
12.8. We have previously, and again recently, raised our concerns with the PDP about our ability
to meet the connection date set out in guidance, considering our ISP is still waiting to
complete their onboarding and approval – Chris Curry, the PDP principal has acknowledged
our email and agreed that the PDP need to acknowledge this more formally.
12.9. Despite this, Civica have completed half of the ISP onboarding steps, and have not
experienced any issues or received feedback that suggests their software is not compliant or
fit for purpose.
12.10. We are expecting Civica will be in a position to deliver the infrastructure of the ISP software
to us in May 2025, and a second delivery will be required once they have received approval
from the PDP, to configure the software to our requirements, around data matching, for
example.
13. Cyber Security
13.1. In December 2024, we shared our latest Cyber Compliance statement with all Partners. The
statement is reviewed annually in December.
13.2. External penetration testing was completed in both June 2024 – by Intertek – and in
December 2024 by a new company, Sapphire who are an approved supplier available on the
same framework as previous security companies we have used.
13.3. As it stands, there are no outstanding high vulnerabilities, and the outcome of the December
2024 testing was the most positive, with the lowest number of vulnerabilities reported since
we began testing the security of UPM, the Member Portal and Employer Hub.
17
14. CEM Benchmarking
14.1. HPS participated for a second year in the CEM administration benchmarking survey which
considered cost and service for 2023/24. The results showed an increase in our service
score, and we retained our position in the high service, low cost quadrant.
14.2. We will use the CEM analysis to inform further service improvements such as:
• continuing to reduce the number of lost contacts over NPA
• expanding our webinars to increase member contact
• conducting more targeted surveys i.e. following a phone call or to a new joiner.
There are other areas where we could improve our service score, but we do not feel are
current priorities. We are more risk adverse than peers in terms of providing information by
telephone. Other Funds staff their phone teams with their more experienced staff and
consequently are prepared to conduct more administration over the phone. We also do not
have a social media presence partly because we are not sure how we would keep it relevant
and engaging. We will keep these under consideration for the future.
14.3 Further details of the 2023/24 benchmarking exercise were shared in the administration
report for February 2025.
15. GMP Rectification
15.1. The GMP Rectification project was a significant piece of work, which has now been
completed for all pensioners.
15.2. Intellica completed the GMP rectification calculations towards the end of 2024, and
following a request in December 2024 from the LBH pension board to implement the
pension changes ahead of 2025 pensions increase being applied, we subsequently uploaded
the amendments (and arrears payments where applicable) to the relevant pensioner records
in UPM, to be effective from March 2025.
15.3. This was followed by the issuing of letters to two groups – those who were receiving an
increase in pension and an arrears payment; and those who would see a decrease in their
pension.
15.4. Once individuals began receiving their letters, we received a small number of queries, and
following our investigation into those queries we were unable to replicate the rectification
results. We realised that the GMP value provided was not the value of GMP at the effective
date. Instead Mercer (who carried out the GMP reconciliation) had given a 2020 GMP value
but provided the member’s state pension age date. This mismatch meant that Intellica’s
calculations were based on an incorrect starting point.
18
15.5. Having identified the underlying issue, our payroll team worked incredibly hard in a short
amount of time to ensure that the original rectification was recalculated and revised letters
could be sent to each pensioner, in time for March 2025 as had been originally agreed with
the LBH pension board.
16. Looking ahead to 2025/26
16.1. The timeline of key events for the 2025-year end is captured below.
Completed Task
14/03/2025
2025 Pensions Increase to be applied to all advance pensions in payment.
31/03/2025
Annual Return requests and templates sent to Employers.
16/04/2025
2025 Pensions Increase to be applied to all arrears pensions in payment.
Feb to April 2025
Online employer annual return webinars and clinics
30/04/2025
Annual return deadline for Employers
March to May 2025
Pensioner Mailings (including April/May payslips, P60’s and newsletter)
31/05/2025
2025 Pensions increase applied to all deferred benefit members.
30/06/2025
Employer Services to complete upload of Annual Returns (AR); assuming all
data received from, and queries answered by employers.
30/06/2025
CARE pension revaluation for Active members (to be run per employer, after
AR upload)
15/07/2025
Valuation extracts produced and uploaded to Hymans’ portal.
31/08/2025
Deferred Benefit Statements (DBS) to be produced, including the underpin for
those ‘in scope’ for McCloud.
31/08/2025
Supplementary Pensions Increase calculated and lump sums paid.
31/08/2025
Active Benefit Statements (ABS) to be produced, including the underpin for
those ‘in scope’ for McCloud.
05/10/2025
Latest date Pensions Savings Statements sent – will be produced for each
employer as ABS have been completed.
19
Completed Task
31/10/2025
Latest date e-comms sent to members with benefit statement available on
Member Portal.
31/10/2025
Pensions Dashboard connection date for all Public Sector pension schemes
30/11/2025
Life Certificates issued to Overseas Pensioners.
30/11/2025
TPR Scheme Return
30/11/2025
Active and Deferred member newsletters.
16.2. Partnership, Pensions Committee and Pension Fund Advisory Board meetings are scheduled
for the following dates:
Date Event
26th March 2025 Pensions Committee
9th April 2025 Pensions Board
13th May 2025 Annual Partnership Meeting
3rd June 2025 Pensions Committee
9th July 2025 Pensions Board
15th July 2025 Partnership Meeting
16th September 2025 Partnership Meeting
24th September 2025 Pensions Committee
5th November 2025 Pensions Board
20
Date Event
18th November 2025 Partnership Meeting
9th December 2025 Pensions Committee
4th February 2026 Pensions Board
24th March 2026 Pensions Committee
16.3. Partnership/administration update meetings will take place in 2026, but are not yet diarised.
21
17. Administration Budget
17.1. The 2024/25 local government pay award was agreed in November 2024. The cost of the
award is approximately £2,500 per FTE, representing an additional £24,000 on anticipated
BAU staffing costs and just over £1,000 on the McCloud project team. No change has been
made to the monthly charge for the team carrying out the historic leaver work which
remains at £10,750 per month. This charge will be increased from 1 April 2025 to £11,250 a
month to take account of the pay award.
17.2. The historic leavers project was paused at the end of October 2024 to allow information to
come in from Dataplan. The project resumed in January 2025 to keep pace with the rate at
which queries are coming through. A charge equal to half the team cost will be made for
January – March 2025. The budget in the table therefore shows the cost equal to 8.5
months work in 2024/25. No allowance has yet been made for the data cleansing project in
2025/26 to allow for an assessment of the position to be made with LBH in April 2025.
17.3. Due to the overall delay in the Pension Dashboard project, the contribution to the overall
software and resource requirement will start from 2025/26. As with the McCloud project,
the team charge will increase in line with staff pay awards and the software cost in line with
inflation. The required resource will be reviewed once the dashboard is live to members and
the impact on BAU resources can be assessed.
The charge for the ISP software (connecting UPM to the dashboard) was incurred in 2023/24
even though implementation took place in 2024/25.
17.4. The cost of the GMP rectification exercise was estimated to be £42,000, of which £23,639
was spent in 2023/24. The remainder has been spent in 2024/25 with the completion of the
project by the end of March 2025.
17.5. The budget for BAU administration is rolled forward from the original amount agreed in the
OBC. Paragraph14.3.2 of the OBC states that staffing costs are uplifted in line with step
progressions and any pay awards; other budgets are increased in line with the previous
September’s CPI. CPI in September 2024 was 1.7% and this has been applied to the non pay
budgets.
17.6. The table below shows the revised costs for 2024/25 and sets out the administration budget
for 2025/26 and 2026/27. The forward budget for 2026/27 assumes a rate of 2% on non pay
budgets.
22
23
Text extracted automatically from the PDF, so layout, tables and images are not shown. Open the original PDF on LB Hillingdon’s website.