Over a third (38 per cent) of UK pension schemes anticipate a 30-50 per cent increase in member activity once members gain access to pensions dashboards, while another 38 per cent predict a 10–30 per cent rise, WTW research has revealed.

In addition to the predicted increase in member activity, WTW said that schemes should consider how long this spike in activity will last.

Nearly half (46 per cent) of respondents expect activity to spike for up to a year before easing, 28 per cent believe it could last for two years, and 24 per cent expect increased member activity to become the new norm for up to five years or more.

In terms of the communication channels used by these members, 41 per cent of respondents expect the greatest increase to be in email traffic.

Phone and webchat are also expected to rise (31 per cent), while 28 per cent anticipate their scheme portal will see the most use.

WTW Outsourcing business senior consultant, Geraldine Brassett, stressed that schemes need to be prepared for a “significant shift” in saver behaviour following the launch of pensions dashboards, noting that the anticipated surge will require “robust” communication strategies to manage enquiries effectively.

She also said the duration of this increased activity is “critical” for schemes to consider.

“With many schemes expecting the heightened activity to last two years and beyond, schemes need to plan for the long-term implications of pensions dashboards on their operations and resources and be ready for a potentially prolonged period of increased engagement from savers,” she said.

Despite the “significant impact” dashboards will have, Brassett said that the programme provides a “unique opportunity to engage many more members who may not be fully familiar with their retirement savings”.

Given this, Brassett emphasised: “Schemes and their administrators will need to adapt their operational processes to manage the expected increase in saver activity effectively.”

The poll, conducted by WTW between mid-September and early October 2025, surveyed 58 UK trustees and pension scheme managers through webinar and in-person conference polling.

Previous WTW research showed that, once members can access a dashboard, an increased volume of enquiries for administrators and pension providers would be the biggest challenge, with 71 per cent of schemes saying so.

The government’s MoneyHelper Pensions Dashboard is the first to launch to the public, and all UK pension schemes covered by the pensions dashboard regulations must be fully connected by 31 October 2026.

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