West Yorkshire Pension Fund member website

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Communications policy


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Introduction

Our communications policy has been prepared to meet our objectives about how we communicate with our key stakeholders. We currently administer the Local Government Pension Scheme (LGPS) for 409 employers and have around 283,000 active members in the West Yorkshire Pension Fund. WYPF administers the LGPS for Lincolnshire Pension Fund, who have 235 mployers and 75,774 members. We also administer the Councillor Pension Scheme and the Firefighters Pension Schemes both old and new for a number of fire authorities. This policy will be reviewed annually.

Our stakeholders

For all of the schemes that we administer, our stakeholders include:

  • Members
  • Representatives of members
  • Prospective members
  • Employing authorities

Key objectives

  • To communicate the scheme regulations and procedures in a clear and easy to understand style
  • To use plain English for all our communications with stakeholders
  • To identify and use the most appropriate communication method taking account of differing stakeholders needs
  • To use technologies to provide up to date and timely information to stakeholders
  • To engage with our stakeholders face-to-face when possible

Evaluation and continuous development

To ensure we are meeting the expectations of our stakeholders and to evaluate the effectiveness of our communications we will use the following methods:

  • Feedback questionnaires
  • Monitoring compliments and complaints
  • Customer surveys

To ensure continuous development we plan to:

  • Implement member self service in 2017-18. A pilot has already commenced.
  • develop and publish a series of webinars and e-learning
  • improve the web provision for firefighters
  • increase the information we give to employing authorities when they join the scheme or change main contacts

Communications events 2014–2015 Local Government Pension Scheme (LGPS)

Communication Format Frequency Method of distribution
LGPS active members (including representatives of active members & prospective members) Newsletter 2/3 per year Mail
Annual meeting 1 per year Meeting
Annual benefit statement 1 per year Mail
www.wypf.org.uk Constant Web
Member fact card On request/constant Print/web
Member fact sheets On request/constant Print/web
Introduction to WYPF On employer request Presentation
Your pension explained On employer request Presentation
Pre-retirement On employer request Presentation
Pension surgeries/drop ins On employer request Face to face
WYPF contact centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Scheme booklet Constant Web
New member pack On joining Mail
Social media Constant Web
LGPS deferred members (including representatives of deferred members) Newsletter 1 per year Mail
Annual benefit statement 1 per year Mail
Annual meeting 1 per year Meeting
www.wypf.org.uk Constant Web
WYPF Contact Centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Social media Constant Web
Communication Format Frequency Method of distribution
LGPS pensioner members (including representatives of retired members) Newsletter 2 per year Mail
Annual meeting 1 per year Meeting
www.wypf.org.uk Constant Web
WYPF contact centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Pension advice As and when net pension varies by 25p or more Mail
P60 1 per year Mail
Social media Constant Web

Communications events - 2017–2018 Fire fighters

Communication Format Frequency Method of distribution
Firefighter active members (including representatives of active members and prospective members) Newsletter At least 1 per year Mail
Annual benefit statement 1 per year Mail
www.wypf.org.uk Constant Web
Introduction to WYPF On employer request Presentation
Your pension explained On employer request Presentation
Pre-retirement On employer request Presentation
Pension surgeries/drop-ins On employer request Face to face
WYPF contact centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Scheme booklet Constant Web
Communication Format Frequency Method of distribution
Firefighter deferred members (including representatives of deferred members) Annual Benefit Statement 1 per year Mail
www.wypf.org.uk Constant Web
WYPF Contact Centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Communication Format Frequency Method of distribution
Firefighter – pensioner members (including representatives of pensioner members) www.wypf.org.uk Constant Web
WYPF contact centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Pension advice As and when net pension varies by 25p or more Mail
P60 1 per year Mail

Communications events 2017–2018 Councillors

Communication Format Frequency Method of distribution
Councillor active members (including representatives of active members & prospective members) Newsletter 2/3 per year e-mail
Annual meeting 1 per year Meeting
Annual Benefit Statement 1 per year e-mail
www.wypf.org.uk Constant Web
Ad hoc meetings As and when required Meeting/Face to face
WYPF contact centre 8.45 to 4.30 Monday to Friday Face to face Telephone E-mail
Social media Constant Web

Communications events - 2017–2018 Employing authorities

Communication Format Frequency Method of distribution
Employing authorities Pension Fund Representatives 8.30 to 4.30 Monday to Friday Face to face Telephone E-mail
Website Constant Web
Fact card 1 per year Mail
Fact sheets Constant Web
Employer guide Constant Web/electronic document
Ad hoc training As and when required Face to face
Update sessions 2 per year Meeting
Annual meeting 1 per year Meeting
Manuals/toolkits Constant Web/electronic document
Pension Matters blog and monthly round-up 12 per year and as and when required Wordpress blog
Social media Constant Web
Ad hoc meetings As and when required Face to face
Workshops 10 per year Face to face

Contacts us

Members

WYPF contact centre

Tel: (01274) 434999
Email:pensions@wypf.org.uk
Address: WYPF, PO Box 67, Bradford, BD1 1UP

Employers

Stuart Duncombe (Team Manager – Business Relations): 01274 432763

Pension Fund Representatives

David Parrington: 01274 433840
Sheryl Clapham: 01274 432541
Lisa Darvill: 01274 432540
Kaele Pilcher: 01274 432739
Anisa Patel: 01274 437588

WYPF management

Rodney Barton Director WYPF

Yunus Gajra Business Development Manager

Grace Kitchen Service Centre Group Manager

Ola Ajala Financial Controller

Caroline Blackburn Technical and Development Manager