Agenda item

To note the XPS – Surrey Fire and Rescue Authority Pension Board report.

Witnesses:

Sharon Stoker, XPS

Graeme Hall, XPS

Danni Lamaignere, Scheme Manager

Janine May, Senior Pensions Advisor

Jo Hart, Pensions Officer – SFRS (attended remotely)

Key points raised during the discussion:

1.      An XPS representative provided a summary of each report section.

2.      Service level case responses stood at 69% for January 2025.

3.      XPS operated an internal metric for making lump sum payments on the day of retirement, although this wasn’t a legislative requirement. The percentage of lump sums paid out on the day of retirement had steadily increased across all fire and police clients’ schemes. However, a Board member noted that this had not been achieved for any eligible SFRS Scheme member. The XPS representative was unable to explain why no SFRS payments were made on the day of retirement and would need to review each case individually to understand the delays.

4.      The Board member that raised the query requested that this number be monitored at future meetings.

5.      ABS statements were due to be sent on 6 February but had been brought forward to the closest working day. The XPS representative explained that there were 3 types being sent out: those that were covered by CARE, i.e. those that joined from 2015; those that joined after 1 April 2012 but prior to 2015, i.e. those with joint benefits but not eligible under the McCloud ruling for deferred choice on retirement; and those affected by the McCloud ruling. The latter group would also receive the annual Remediable Service Statement going forward.

6.      An XPS representative highlighted engagement broken down by age group and confirmed that the data was only for members of the SFRS Scheme. The Board noted low engagement from younger Scheme members and it was suggested that registration to the online portal be included in the induction process. An XPS representative offered the service help in identifying those Scheme members that had not registered for the online portal.

7.      The Board reviewed the Data Quality charts. It was explained that 100% for National Insurance (NI) number was not achievable as in some cases individuals, or their beneficiaries, did not have permanent or any NI number.

8.      Address accuracy was below 100%, primarily due to deferred Scheme members not updating XPS. The Chair noted that other streams of work carried out by the Service could help to improve the match percentage.

9.      It was important for XPS to receive the necessary information from HMRC, particularly if there was any scheme payments and tax chargeable.

10.   There were 49 open backlog cases: 7 related to estimates; 16 deferred, of which 9 were awaiting information or required rollback of records; 1 divorce; 1 pension quote; 2 transfers out; 1 rejoining member; and 20 inter-brigade transfers. Some of these were awaiting additional information.

11.   XPS was preparing information on the issuing statements, required to be completed by 31 March. The information would be provided by 1 March, covering how many would be issued, and explain what blockers there were for those that couldn’t be.

12.   An XPS representative highlighted Appendix 2, covering a ‘Service with Respect’ initiative to promote both excellent service from XPS advisors and support their wellbeing when handling difficult calls.

13.   An XPS representative noted that the company was reorganising its teams so that those with appropriate expertise were handling fire pension queries.

Actions/ further information to be provided:

Monitor lump sum payments made on day of retirement at future meetings.

Include the Online Pension Portal facility in the induction process for new Scheme members.

Resolved:

The Board noted the report.