'My Pension Online' frequently asked questions
What is my username?
Your email address is not your username but rather a unique name you would have created to register. Please make sure there are no capital letters. If you've forgotten your username, click the 'Forgotten your username?' link above the log in button.
What is my password?
Please ensure that your password is meeting the correct criteria: It must contain an upper and lower case character, a number and a symbol. If you've forgotten your password, please click the 'Forgotten your password?' link above the log in button.
Why have I got more than one benefit statement?
This will be because you have more than one job. For example, if you're a teaching assistant and a lunchtime support assistant and pay into the pension scheme for both posts, you'll have a statement for each post.
I don't understand my benefit statement
Every year we write guidance notes to help you read and understand your annual benefit statement. You can find these notes on the Annual benefit statements page on 'My Pension Online'. There is a blue banner at the top of that page with a link to click 'Guidance notes'. Alternatively, visit the Annual benefit statements webpage under Related pages.
If you have any other issues, please email or call our helpdesk and we'll be happy to help.
Where are my other pension records?
If you have multiple pension records relating to other employments there'll be a yellow banner at the top of your 'My Pension Online' screen. To view your other pension records, click on the blue arrow in the top right corner next to your 'Status'. You're other records will drop down and you can view them individually by clicking 'Select' next to the job.
Where are my transfers?
You'll only see transfers that have taken place up to 31 March for the year the statement has been produced. Any previous transfers are already included. You can view all transfers on the 'Transfer Details' tab on the left side of the 'My Pension Online' screen.
How do I calculate what my pension will be at a specific retirement date in the future?
Once you’ve logged in, select ‘Benefit Projector’ then ‘Voluntary Retirement’ and you can calculate your own projections. The ‘leaving date’ box will default to your normal pension age, however, you can over-type this date and see your pension figures. After amending the leaving date, click ‘calculate’ at the bottom of the screen. The annual pension and lump sum figures will adjust accordingly and give you an idea of the pension that may be due. The pension figure is an annual amount, so divide this by 12 to get your monthly pension figure.
When using the benefit projector, why is my pension lower if I choose to retire earlier than my normal retirement age?
Your pension will be reduced for early payment, as we’re paying the pension to you for longer. Visit the page on early retirements to view the reductions table. If you retire due to ill health or redundancy, your benefits are paid unreduced.
I am thinking about leaving my job and retiring. What are the next steps?
Once you've handed in your notice at work, your employer sends us a 'leavers form' (they won’t be able to give us the leavers form until your final salary/wage payment has been made and this can sometimes be after you’ve left). We check the figures on the leavers form and work out your pension benefits. A retirement pack is posted to you with your benefit options and forms to complete. When we receive your forms we’ll process your benefits and confirm payment dates in a letter.
If you'd like to read more about the different types of retirement, take a look at our 'Thinking of retiring' guide on the forms and guides page.
My marital status is recorded incorrectly on my statement. How do I correct this?
You can update your marital status online, however if your circumstances have changed, we'll need to see a copy of your marriage certificate/ civil partnership certificate/ decree absolute. You can email a copy to our pensions email address.
If you've previously informed us of your change in marital status, and notice that it has reverted back, this may be because you've not updated this with your employer. As we receive details from them on a monthly basis, please also check your employer has up-to-date information.