The Pensions Regulator (TPR) has published updated Covid-19 guidance on scheme administration for trustees and public service schemes.

The regulator has urged trustees to "work flexibly" with their scheme administrators to ensure the delivery of critical processes, emphasising that the pandemic had placed “huge pressures” on the administration of pension schemes.

It stated that this would likely affect non-critical scheme and member services, and service level agreement targets, adding that breaches were also likely to occur in certain areas.

In line with previous guidance to scheme administrators, the regulator has identified a number of critical processes, including paying members’ benefits, retirement processing, bereavement services, and any processes needed to ensure accurate benefits.

TPR has suggested trustees reduce non-critical demands and queries, and agree any changes in operating procedures, such as allowing electronic signatures, to support administrators in the crisis.

It also suggested holding higher than usual amounts in bank accounts to ensure payments are made on time should there be delays in disinvestment processes.

This follows an update on pension scheme processes from Department for Work and Pensions earlier this month, which addressed issues such as 'wet' signatures.

Administrators should also ensure they make trustees aware of any risks to the core processes and activities, with any new or updated processes in line with the Pensions Administration Standards Association COVID-19 guidance, published earlier this week.


More broadly, the regulator emphasised the importance of being vigilant and ensuring members are not rushed into financial decisions, reiterating the warning on the rising threat of COVID-19 scams issued by TPR, FCA and the Money and Pensions Service earlier this week.

The Pensions Ombudsman (TPO) has also confirmed that it will be taking TPR guidance into account if it receives complaints about delays caused by COVID-19 circumstances.

In a statement on its website, TPO said: ““Given the additional pressures we are all facing, we will be flexible in our approach to existing pension complaints, whenever possible.

"We will continue to take into account the latest guidance from TPR to allow for the possible effects that the current crisis is having on our stakeholders and customers.

“In particular, we will take every step to ensure that our work does not place unnecessary demands on the NHS or other care providers at this crucial time.”

However, TPO will no longer be processing any new enquiries or complaints, whether received by post or email, and will be focusing on existing complaints only.

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