The Pensions Ombudsman (TPO) has published its 2024/25 Corporate Plan, outlining a package of changes that aim to transform its service and lead to an improved experience for future customers.

TPO stated that its plan was set in the context of a long-term increase in demand for its service, as well as an increasingly complex caseload.

While the ombudsman has been allocated additional funding from the Department for Work and Pensions (DWP) and ‘internal efficiencies’ have been delivered, TPO said increased demand had still outstripped its capacity.

Its Corporate Plan therefore highlighted its ‘root and branch’ Operating Model Review, which explored potential options for improved efficiency across the customer journey.

Following this review, TPO has committed to implementing a package of changes to improve its service and customer experience.

TPO revealed it will be making changes to its processes that reduce waiting times; deliver a reduction in the number of older, complex cases from its historical caseload; and improve signposting and the pre-application journey, with more self-service information, so the ‘right’ complaints reach the ombudsman.

Furthermore, it plans to secure the long-term funding of the Pensions Dishonesty Unit; expand and build TPO’s specialist pensions expertise; and review current systems to ensure the ombudsman has a ‘clear view’ of requirements to deliver further efficiencies and meet projected increases in demand.

TPO described 2024/25 as “a year of change”, adding that it was keen to test and learn by piloting changes and listening to stakeholders to inform the development of an extended three-year Corporate Plan for 2025/26-2027/28.

“I am pleased that this Corporate Plan focuses on the core challenge we face as an organisation – reducing waiting times,” commented TPO interim chair, Anthony Arter.

“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.”

The pensions ombudsman, Dominic Harris, added: “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.”

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