**New** Service Level Agreement (SLA) 2021-2022

3. Local Government Pensions Scheme 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

 

The Buckinghamshire Council Pensions Team (PT) is committed to offering a high quality level of service. We offer a professional, confidential and highly effective service to our LGPS customers.

Elements of the Local Government Pension Scheme Employers Service Package for Academies that purchase Buckinghamshire Council payroll

Academies (BC Payroll)

Schools

(BC Payroll)

Notification to LGPS of new members joining the scheme

Y

Y

Notification to LGPS of a member leaving employment using form ‘Notification of Employee Leaving’

Y

Y

Processing potential retirees using the form ‘Notification of Employee Leaving’ and calculation sheet

Y

Y

Notification to LGPS of amendments to a members contribution level (50/50 scheme)

Y

Y

Respond to requests from LGPS for service, pensionable pay and contribution information for individuals

Y

Y

Undertake and fulfill the duties of the statutory pension scheme and the assessment and enrolment activities required for compliance to Pension Auto-enrolment (PAE). Including Re-enrolment activity

Y

Y

Processing of Opt-out /Opt-in notifications, for members who wish to join or leave the Scheme. Including the Opt-out leavers' form

Y

Y

Process and verify payroll reports at regular intervals ensuring that correct pension contributions are deducted

Y

Y

Arrange for pension calculations for redundancy/efficiency cases

Y

Y

Keeping Academies up-to-date with changes to LGPS Regulations and Guidelines

Y

Y

Provide support with queries regarding Academy’s Employer Discretionary Policy

Y

Y

Provide support with queries in respect of the LGPS Employer responsibility

Y

Y

Complete and submit to LGPS, details of the Monthly Contribution Breakdown paid over to LGPS by the deadline of the 19th of the month following deductions (or earlier if 19th is a non-working day), based on totals extracted from payroll

 

Y

 

Y

Payment of the contributions to LGPS is processed through BACS directly from the Academy’s bank account

Y

Y

Produce the Annual Contribution Summary Return (SUP52) for Academies.   This information is put into a format compatible with LGPS requirements. Once approved the return is submitted to LGPS by the 30th April deadline

 

Y

 

Y

Produce the Annual Contribution Posting report (Contpost). When complete submitted to LGPS by the 30th April deadline. The data is used by LGPS to update individual member records

Y

Y

Deduction and payment of the members elected Additional Voluntary Contributions (AVC) with the 2 sponsored AVC providers

Y

Y

To request pension illustration from LGPS in respect of the early release of Deferred Pension Benefits for members. Information provided to the employer to grant consent if appropriate.

Y

 

Provide support and guidance on annual benefit statements queries. Primary point of contact for pension estimates from members

 

Y

Employers consent required for the early release of Deferred Pension Benefits for members who have left the Authority

 

Y

Request for Ill health retirement for deferred members or members already in receipt of an ill-health pension Tier 3

 

Y

Send LGPS Statutory Notices to members

 

Y

Name of package

2021 - 22 Charges

Annual LGPS Academy Employers Package

Tbc

Annual LGPS Multi Academy Trust (MAT) Employers Package

Tbc

Buckinghamshire Councils responsibilities

The Pensions Team provides specialist knowledge and information on the Local Government Pension Scheme (LGPS).

 

  • Provide a professional LGPS Pensions service to our customers
  • Provide specialist knowledge and information on LGPS
  • Provide guidance in a timely and appropriate manner either by telephone, letter or email
  • Adhere to the SLA timeframes in terms of acknowledging a query
  • Provide a comprehensive Business Continuity Plan (BCP) for statutory pension activities

 

Academy responsibilities

  • Ensure that all staff are directed to the HR Service Desk team for all queries in respect of the LGPS
  • Acknowledge that the service offered by the BC is that of a guidance only nature
  • Raise any concerns around the service they are receiving as soon as identified
  • Where possible reasonable notice should be given to the BC to ensure realistic timeframes are set

LGPS Service Performance indicators 2021 - 22

Service

Service Description

KPIs

Acknowledgment of a Supportworks query into the  Pensions Team

Calls transferred to the Pension Team via the HR Service Desk HRservicedesk@Buckinghamshire.gov.uk 

Acknowledge and update within 4 working days

Notification of a member leaving employment

To complete the leaving form and if applicable the final pay calculation

To submit the completed form to LGPS by 19th of each month following the leave date of the member

Monthly Contribution Breakdown

To complete and submit to LGPS details of the Monthly Contribution Breakdown, based on totals extracted from the payroll

To submit the data to LGPS by the deadline of the 19th of each month following deductions (or earlier if the 19th is a non-working day)

Pension Estimates

To complete and submit an ‘Employer Request for Estimate of Retirement Benefits’ form to LGPS to provide an estimate of pension benefits calculation

To submit the completed form to LGPS within 10 working days

Regular customer feedback is sought to review the level of service that has been received. There are opportunities for you to provide us with feedback through the online survey from the  HR Service Desk, as well as through the Support Services Forums. We can also arrange meetings with key contacts within the service area where an issue requires further discussion. Please contact the HR Service Desk to arrange such an account management meeting.

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the HR Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.

 

 

Option

Contact

Immediate escalation

 

If you are not satisfied with the response you have received following the normal support process

 

(outside formal BC complaints process)

Contact the Commercial Team at tradedservices@buckinghamshire.gov.uk and provide details of your concerns and any supporting material.

 

Alternatively, you can liaise with a Manager directly via their contact email addresses below:

 

HR Service Desk

HRservicedesk@Buckinghamshire.gov.uk or 01296 382233

 

HR Programme, Commercial & Governance Manager

Lorna Fisher

Lorner.Fisher@buckinghamshire.gov.uk

 

Caroline Wheller

Business Development Manager

Caroline.Wheller@buckinghamshire.gov.uk

 

The formal Bucks Council complaint escalation process

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.

 

The CCIT will then contact the Human Resources Service Director with a request for information/investigation.

 

The CCIT will respond within 28 days.

 

Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk

 

 

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Last updated: 10 February 2021

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