The Shropshire Council Pensions Board met on Friday 11 September 2026 to discuss administration and regulatory updates, and governance matters. The Board noted the progress on key performance indicators (KPIs) and the ongoing work on the Pensions Dashboard implementation.

Administration and Regulatory Updates

The Board received an update on the administration and regulatory landscape affecting the Local Government Pension Scheme (LGPS). Vicky Jenks, Pensions Administration Manager, presented a report detailing the performance of the pensions administration team. It was noted that 11 out of 14 key performance indicators (KPIs) were being met within the 95% target, with recent process changes and additional staffing contributing to improvements in areas such as transfers in, transfers out, and early leaver calculations.

However, significant operational pressures were highlighted, primarily due to ongoing regulatory changes. These include the McCloud remedy work, which involves retrospective benefit adjustments, and the implementation of pensions dashboards, preparing for future member access. Broader fit for the future governance reforms also require extensive policy review and additional unplanned workload.

Year-end reconciliation had been completed, and annual benefit statements were issued to all members within the statutory deadline. The McCloud project, however, remained partially outstanding due to capacity constraints, software dependencies, and awaiting government guidance, with completion now expected after the original deadline. Cases not yet completed would need to be reported to The Pensions Regulator, though this was not considered a material risk to the fund as only a small proportion of members were expected to see benefit changes.

Employer-related performance showed strong contribution collection at 98% on time. However, issues persisted with iConnect data submissions, largely linked to changes in payroll providers affecting timely data flow.

Communication performance through the helpdesk function was generally strong. Concerns were raised, however, regarding the accuracy limitations of the existing pensions chatbot, Penny the Pensions Bot, which relied on rigid keyword matching. While the bot handled a proportion of queries successfully and reduced administrative burden, it still required escalation for a significant number of cases. Improvements are planned through migration to a more advanced system scheduled for introduction in the new year.

The Board resolved to note the KPI chart and information on KPIs not meeting the 95% target, along with the actions being taken to address these. They also noted the progress and completion of key activities from the Fund business plan for Q1 2026-27 and the progress of the Pension Dashboard implementation.

Governance Update

The Board also received an update on governance matters, including breaches of LGPS regulations recorded between 1 April 2026 and 30 June 2026 affecting the Shropshire County Pension Fund. Vicky Jenks reported that a significant proportion of current breaches were linked to ongoing issues arising from a change of payroll provider affecting a group of employers, resulting in persistent delays in both contribution payments and data submissions. Despite sustained engagement, improvements had not been achieved, leading to the matter being escalated and reported to The Pensions Regulator due to its increasing materiality and impact across multiple establishments, including schools.

No breaches were reported for the Committee, the Board, or the Fund itself during the quarter. There were also no Stage 1 Internal Dispute Resolution Procedure (IDRP) cases reported.

The report included reference to a new workforce strategy document, presented for review and comment ahead of its progression to the Pensions Committee for approval. This forms part of wider governance developments associated with ongoing regulatory reforms. A broader update was provided on regulatory change and governance workload pressures, particularly in relation to access and fairness reforms. Recruitment of an independent person was underway, with completion expected by the end of December, alongside planned amendments to the Fund's constitution to reflect governance changes. An independent governance review was also being procured from an external provider.

The Board resolved to note the contents of the report, including the breaches log, and to note the new Fund Workforce Strategy and the extensive work required for additional governance requirements stemming from the Fit for the Future legislative changes.

Pensions Committee Reports and Feedback

The Board noted that the reports considered by the Pensions Committee at its meeting on 19 June 2026 had been received.

The next meeting of the Pensions Board was scheduled for Friday 6 November 2026.