28/02/2024

What do our members think? Read our latest Member Survey report

We value the views of our members in helping to shape how we manage their LGPS pensions. When we conducted our first Member Survey in 2021, we committed to polling our members on a biannual basis. 

So this week, we are delighted to have published the results of the LPFA Member Survey 2023, which aimed to understand what our members think we do well and where we can improve.  

This most recent report offers a glimpse into member experience of our communications, their dealings with the organisation that administers our Fund, Local Pensions Partnership Administration (LPPA) and member views on Responsible Investment (RI). 

Some of the highlights include: 

  • When asked if information received by members was easy to read, easy to understand, useful and timely, the overwhelming majority rated each factor as ‘Good’ or ‘Very Good’. 

  • The preferred method of communication was - unsurprisingly - through digital means, however, 45% chose post as one of their top three methods. 

  • When it comes to RI, our members identify even more strongly with social concerns than they do environmental concerns. 

Of course, there is always room for improvement and a key benefit of running this survey is that it gives us a tangible list of actions we can take to improve member experience. We’re working with LPPA to improve the customer service when members get in touch with them. 

We’ve launched a project with employers in the Fund to help drive registrations to our online portal, PensionPoint, easing member access to key documents. And we’re embarking on a data cleansing project for our deferred members to improve the quality of information we hold, like up-to-date addresses. 

The report provides detailed information on the survey so we encourage you to dive in to further explore how our members value being part of our Fund. 

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