Covid-19 service changes

Publication date: 09/06/2020 11:03:10

Since our last service update on 20th March, we continue to keep our service running smoothly with all members of the team continuing to work from home.

All drop-ins and one-to-one appointments at the Shirehall are still on hold and we continue to review the situation as the weeks go by. We are still available by phone and email.

Our LGPS members can still be sure that their pension, whether in payment or still building up, will be unaffected. Because the Local Government Pension Scheme (LGPS) is a defined benefit pension, it’s not linked to stock market changes or performance of investments. Benefits are set out in law. Although short term investment values may change, the LGPS as a long-term investor is securely managed to address any longer-term impacts such as effects of the coronavirus.

Are you a scheme member and want to keep up with LGPS news? Contact us to register your email address.

Some of our processes have changed

Sending us post and our new fillable forms

Due to our staff working from home we've limited access to post and printing facilities. To help us during this time please avoid returning forms, sending certificates and any original documents by post. Where possible please email them to us. If you do send us documents in the post these will still be processed but there may be a delay returning your certificates. If you don't have a printer/ scanner/ camera, you can fill in one of our 'fillable forms'.

Fillable forms are forms which you can complete by typing into the fillable spaces. To use these forms, simply save the form to your computer, fill in and save. Then send it to us over email. Please note, while the vast majority of laptop/ desktop users will be able to open the fillable forms, smartphones don't automatically come with this software so mobile phone users must install a PDF reader on their phones before they can open, read and fill out a fillable PDF.

You can find all our forms on our Forms and Guides webpage. If you have any problems with the forms, please email us.

If we’ve asked for a signature to be witnessed, please follow government guidelines around social distancing and only ask someone when it’s safe to do so. Please return any documents to

What we’ll accept during this time

During this period, we'll accept electronic signatures, scanned copies of forms, and photocopies of certificates. We’ll also accept photos, or JPEG images, of forms and identification, if the images are clear and of good quality.

There are certain forms which we’ll only accept an electronic signature on if it is accompanied by a form of ID. Please read each form carefully.

We’re still available by telephone or email

If you want to talk to us about your pension, you can still give us a call or send us an email. We're also still receiving, and able to send post from our usual address just at a reduced rate.

Our contact information can be found at the bottom of this page and our helpdesk hours are still the same:

Monday - Thursday 8.45am to 5pm
Friday 8.45am to 4pm

My Pension Online

If you haven’t done so already, you can register to view your pension benefits on the secure ‘My Pension Online’ area of our website. You'll need your email address and national insurance number to register. You can then view your pension record, update personal information and run retirement calculations.

Covid-19 FAQs for LGPS members

We’d like to remind you that the LGPS has produced a dedicated member page on their website for Coronavirus FAQs for members of the LGPS. You can view this page following the link under Related Links. 

We’d also like to draw your attention to our new Covid-19 updates box on our homepage. We’ll regularly review and update this with informative links around Covid-19 and pensions.