Service Delivery

The London Borough of Bexley is the administering body for the Fund on behalf of its own employees and for scheduled and admitted bodies. In practice Bexley has contracted with the Local Pensions Partnership Administration (LPPA) for them to carry out the day to day administration of pension records, calculate benefits, provide a website and produce other documentation. Pension payments are made by LPPA. The Fund does not include teachers, fire-fighters and police officers who have separate pension arrangements.

The Fund’s website is maintained by LPPA under their contract with the Council. This website provides full details and information for employees, pensioners, and employers. It also offers an online pensions calculator and online forms for members and employers to use.

The contract with LPPA is carefully monitored to ensure that the services provided are to the expected standards. Monthly and quarterly service meetings are held at which reports on service transactions are reviewed and customer service surveys considered. The LPPA uses the local government pensions software, UPM, produced by Civica. The LPPA allocate a total of 2 full time equivalent staff to the Bexley contract, but these come from a wide range of expertise that would not be available locally.

The Fund and the LPPA operate to a customer charter which is displayed on the website. If complaints cannot be settled by correspondence, there is an Internal Disputes Resolution Procedure. The full procedure is on the website, but essentially it is a two-stage complaint process. Written complaints are first considered by a person nominated by the organisation that took the decision. If this does not solve the problem a second stage review can be carried out by a person not involved in the first stage decision. Should this again not satisfy the complainant then the case can be taken to the Pensions Ombudsman.

The Scheme is a registered public service scheme under section 1 (1) of schedule 36 of the Finance Act 2004, and as such is exempt from UK income tax on interest received and from capital gains tax on the proceeds of investments sold.

Communication Policy Statement

The Fund’s principal method of communicating with and providing information to members and The Fund’s employers is the Local Pensions Partnership Administration website. In addition, employers are receiving a quarterly newsletter updating them on new developments and administrative requirements for the scheme. Members can access information about their benefits and update their personal details via the website. Pensioners receive a personalised letter each April notifying them of their pension for the year ahead and their P60 form for the previous year.

Internal Dispute Resolution Procedure

Members of pension schemes have statutory rights to ensure that complaints, queries and problems concerning pension rights are properly resolved. To facilitate this process, an Internal Disputes Resolution Procedure (IDRP) has been established. While any complaint is progressing, fund members are entitled to contact The Pensions Advisory Service (TPAS), who can provide free advice.

IDRP Stage 1 involves making a formal complaint in writing. This would normally be considered by the body that made the decision in question. In the event that the fund member is not satisfied with actions taken at Stage 1 the complaint will progress to Stage 2.

IDRP Stage 2 involves a referral to the administering authority, London Borough of Bexley Council to take an independent view.

IDRP Stage 3 is a referral of the complaint to the Pension Ombudsman. Both TPAS and the Pensions Ombudsman can be contacted at:

10 South Colonnade 
Canary Wharf
E14 4PU

Telephone: 0800 917 4487