Corporate Plan 2024-2025 published – A year of change

The Pensions Ombudsman (TPO) has published its 2024/25 Corporate Plan, which outlines key priorities and areas of work for the year. 

The Corporate Plan is set in the context of a long-term increase in demand for TPO’s important service, as well as an increasingly complex caseload. While additional DWP funding has been allocated and various internal efficiencies delivered, the increase has still outstripped TPO’s capacity. This has caused a growth in customer waiting times, and the build-up of a large historical caseload, which is now being tackled.

The plan outlines TPO’s ‘root and branch’ Operating Model Review that has explored all potential options for improved efficiency across the ‘customer journey’. Following this review, TPO is committed to implementing a package of changes that will transform its service and lead to an improved experience for future customers. 

Against this backdrop, TPO’s priorities for the year are to:

• Make changes to its processes that reduce waiting times.
• Deliver a reduction in the number of older, complex cases from its historical caseload.
• Improve signposting and pre-application journey, with more self-service information, so that the ‘right’ complaints come to TPO.
• Secure long-term funding of the Pensions Dishonesty Unit, to ensure it can continue its valuable work.
• Expand and build TPO’s specialist pensions expertise.
• Review current systems to ensure TPO has a clear view of requirements to deliver further efficiencies and meet the projected increase in demand.

This is a year of change for TPO, and it is keen to test and learn by piloting changes and listening to stakeholders to inform the development of an extended three-year Corporate Plan for 2025/26 to 2027/28.

Anthony Arter TPO Interim Chair said: “I am pleased that this Corporate Plan focusses on the core challenge we face as an organisation – reducing waiting times. We do not want this long-standing issue to overshadow the excellent work conducted by the organisation and the vital service it provides: levelling the playing field for members when issues occur.”

Dominic Harris, the Pension Ombudsman said: “Reducing our waiting times is at the heart of this year’s plan. While we continue to work with the DWP in developing a sustainable future funding model, we need to do everything within our gift to drive additional efficiency. The transformation set out in our operating model review is required to help the organisation face these challenges and better meet the needs of our customers.”

About The Pensions Ombudsman 

The Pensions Ombudsman deals with complaints or disputes about workplace or personal pension schemes. It looks at the facts without taking sides, and customers do not need to pay to the service. TPO can also help with complaints about a decision made by the Pension Protection Fund or the Financial Assistance Scheme.

For more information, contact communications@pensions-ombudsman.org.uk.