'My Pension Online' frequently asked questions

Why won't my existing login details work

In October 2024 we introduced a new portal, so you will need to transfer your details over, it should take about 5 minutes.

Visit our website, go to ‘My Pension Online'

Select 'I currently have an old login and need to transfer my account’.
Enter your existing username and password and select 'submit'.
If your account is valid you will be asked to answer your security questions, once completed select 'submit'.
You will go to a one-time security update page.

Here it explains we need to verify an email address, set up password and authenticate yourself.

Choose the 'I understand button and select continue'.

You will now be asked to confirm your email address.

If this is a work email address, we strongly recommend you change it your personal one. This allows us to stay in touch if your
circumstances charge. Once completed select 'confirm email'.

You will be asked to setup a new password, once completed, select 'submit'.
And email has been sent to you with a 2-step authentication code which helps to keep your account secure.. Remember to check your spam/junk folder.
Once received input the 6 digit code and select continue

You will now be taken to your new dashboard.

What is my password?

Please ensure that your password is meeting the correct criteria: It must contain 8 characters including an upper and lower case character, a number and a symbol. If you've forgotten your password, please click the 'Forgotten your password?' link below the submit button.

Why have I got more than one benefit statement?

This will be because you have more than one job. For example, if you're a teaching assistant and a lunchtime support assistant and pay into the pension scheme for both posts, you'll have a statement for each post..

I don't understand my benefit statement

Every year we write guidance notes to help you read and understand your annual benefit statement. You can find these notes on the Annual benefit statements section on 'My Pension Online'. Alternatively, visit the Annual benefit statements webpage under Related pages.

If you have any other issues, please email or call our helpdesk and we'll be happy to help.

Where are my other pension records?

If you have multiple pension records relating to other employments once you login to 'My Pension Online' you will be asked which record you want to look at.

How do I calculate what my pension will be at a specific retirement date in the future?

Once you’ve logged in, select ‘Benefit Calculators’ and select 'explore additional calculators' then ‘Voluntary Retirement’ and you can calculate your own projections. The ‘leaving date’ box will default to your normal pension age, however, you can over-type this date and see your pension figures. After amending the leaving date, click ‘calculate’ at the bottom of the screen. The annual pension and lump sum figures will adjust accordingly and give you an idea of the pension that may be due. The pension figure is an annual amount, so divide this by 12 to get your monthly pension figure.

When using the benefit projector, why is my pension lower if I choose to retire earlier than my normal retirement age?

Your pension will be reduced for early payment, as we’re paying the pension to you for longer. Visit the page on early retirements to view the reductions table. If you retire due to ill health or redundancy, your benefits are paid unreduced.

I am thinking about leaving my job and retiring. What are the next steps?

Once you've handed in your notice at work, your employer sends us a 'leavers form' (they won’t be able to give us the leavers form until your final salary/wage payment has been made and this can sometimes be after you’ve left). We check the figures on the leavers form and work out your pension benefits. A retirement pack is posted to you with your benefit options and forms to complete. When we receive your forms we’ll process your benefits and confirm payment dates in a letter.

If you'd like to read more about the different types of retirement, take a look at our 'Thinking of retiring' guide on the forms and guides page.

My marital status is recorded incorrectly on my statement. How do I correct this?

If your circumstances have changed, we'll need to see a copy of your marriage certificate/ civil partnership certificate/ decree absolute. You can email a copy to our pensions email address.

If you've previously informed us of your change in marital status, and notice that it has reverted back, this may be because you've not updated this with your employer. As we receive details from them on a monthly basis, please also check your employer has up-to-date information.