Trafalgar House has announced an upgrade to its communications technology through its new partnership with Smart Communications, aimed at strengthening member engagement and rebuilding trust in pensions.

The pensions administrator said the rollout of the new technology would begin with retirement communications, before extending to a wider suite of member materials, including transfer quotations, benefit statements and deferred member letters.

The upgrade is designed to support more flexible, personalised and multi-channel communications, as Trafalgar House looks to better meet rising member expectations while managing increasingly complex, scheme-specific requirements.

Trafalgar House client director, Daniel Taylor, stressed that clear and consistent communication was "critical" to restoring confidence in the pensions industry.

“Good communication isn’t just about efficiency; it is about trust,” Taylor argued.

“Our latest Trust & Confidence Index showed that overall trust in the pensions industry slipped slightly in 2025 to 5.23 out of 10, a clear signal that the industry needs to communicate more clearly and consistently if we’re to strengthen member confidence.

“For many members," he continued, "pensions can still feel distant or confusing, so information must be not only accessible but meaningful and impactful."

"By investing in smarter, more adaptable systems, we aim to deliver communications that help rebuild that trust,” said Taylor.

He added that the partnership with Smart Communications would allow Trafalgar House to scale personalised engagement, expand digital delivery and integrate communications across multiple channels as member needs evolve.

“As demand for more flexible, personalised and multi-channel communications increases, we must ensure our technology remains ahead of the curve.

“This partnership gives us the adaptability to deliver meaningful communications, whether by post, portal or digital interaction,” Taylor concluded.

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