Agenda item

[To report on the work undertaken by the pensions administration service during the period 1 October to 31 December 2018 for both the Main Fund and the West Midlands Integrated Transport Authority Fund]

Amy Regler, Head of Operations presented the report on work undertaken by the pensions administration service during 1 October to 31 December 2018 for both the Main Fund and the West Midlands Integrated Transport Authority (WMITA) Pension Fund. 

Malcolm Cantello (Unison) asked whether the Pensions Administrative Statement (PAS) covered occasions when delays in the production of Annual Benefit Statements (ABS) are caused by scheme employers and when an employer was the cause of a delay, whether the reason was communicated to the scheme member.  The Head of Operations confirmed that the PAS looked at timeliness and quality of information received from employers. Where the Fund had to query information with the employer was where the delays often occurred. Member and Customer services representatives would feedback to employees the reasons for delays during their engagement with them. Also, if a scheme member contacted the Fund regarding an update on their request for information such as a quote, and a response had been held up pending receipt of information from their employer, the Fund would explain to them that the matter was with their employer from whom the Fund was awaiting information to issue a response.  Rachel Brothwood, Director of Pensions reported that this was an area where the Fund wanted to invest in technology in order to have more timely engagements with employers, with quicker resolution for members. The Fund is developing reporting capabilities to assist management of queries internally and externally.

Councillor Angela Underhill asked whether the complaints the Fund received from scheme members were due to member lack of understanding of the regulations or a lack of clarity in the regulations. The Head of Operations reported that it could be both.  The Fund utilises the member engagement events and face-to-face meetings to aid understanding. The Fund website is regularly reviewed and updated with information and work is ongoing to develop other channels for scheme member education.

In supporting the comments, the Chair added that the Fund was looking to build upon its communication about the Pension Fund. The video-shorts were proving a popular addition to the face-to-face meetings already taking place.

Resolved:

1. That the write-offs detailed in section 11 of the report be approved.

2. That the applications approved by the Director of Pensions and the Chair or Vice-Chair of Pensions Committee for admission to the West Midlands Pension Fund be noted.

3.     That the pensions administration activity for both the West Midlands Pension Fund (the Main Fund) and the West Midlands Integrated Transport Authority Fund (the WMITA Fund), in particular the continued increasing work volumes be noted.