1. Mission Statement
To deliver a sustainable and cost‑effective pension scheme for members and employers in South Yorkshire, providing high levels of customer service and strong investment returns which support stable contributions.
Corporate Objectives
•
Customer Focus: Designing services around the needs of members and employers.
•
Listening to stakeholders: Ensuring that stakeholder views inform decision‑making.
•
Investment Returns: Maintaining an investment strategy that delivers the best financial return within appropriate risk levels.
•
Responsible Investment: Developing investment options within a sustainable, responsible framework.
•
Effective & transparent governance: Upholding prudence, professionalism, and transparency.
•
Valuing & engaging employees: Supporting staff development and service excellence.
2. Communication Standards
How you can contact us
• Telephone: 0300 303 6160
• Email:
customerservices@sypa.org.uk
• Website:
General Enquiry
• Secure online account:
https://mypension.sypensions.org.uk/
• Text: 07786 204697
• Letter: Oakwell House, 2 Beevor Court, Pontefract Road, Barnsley S71 1HG
• Personal appointment:
appointment only.
How you can help us
• Provide your National Insurance number and employer details where possible.
• Give full details of your enquiry to help us respond efficiently.
How we will respond
• Answer calls politely and clearly.
• Return calls during office hours at a suitable time.
• Respond to enquiries within 5 working days.
• If we need more time, send an acknowledgement within 3 days explaining the delay.
If you email or write to us
• We aim to reply within 5 working days.
• If further investigation is required, you will receive an acknowledgement and expected timescale.
If you visit us
• We will provide private, confidential meeting space.
• We will advise when follow‑up information will be provided if not available immediately.
If you cannot visit
• If you cannot visit due to ill health, we can arrange a home visit where appropriate.
If we contact you
• We will only telephone during normal office hours.
• We will explain the reason for contact clearly and politely.
General commitment
In addition to the above we also
• Publish
Newsletters
to keep you up to date.
• Publish an annual video update
SYPA In Focus
that looks to provide an update on the pension fund over the last 12 months and answer questions members have submitted.
• Provide online and in person
pension education sessions
to help you learn more about your LGPS pension.
2a. Accessibility and Additional Support
Our Commitment
• We are committed to equality of opportunity for all members.
• We will take all necessary steps to meet our equality duties.
• We welcome feedback if you believe we are not meeting these commitments.
Supporting Members with Additional Needs
• We recognise that some members may have additional needs that differ from the majority.
• We aim to tailor our services to meet individual requirements wherever possible.
Information in Alternative Formats
• Our documents are available in:
• Large print
• Audio CD
• Braille
• Alternative languages
• To request any of these formats, contact the Customer Services Team:
• Email:
customerservices@sypa.org.uk
• Telephone: 0300 303 6160
Reasonable Adjustments
• We will make every effort to accommodate additional needs when providing services.
• Examples include:
• Arranging a home visit where additional support is required
• Providing a sign‑language interpreter for appointments, where appropriate
• To help us meet your needs, please contact us in advance with the details of any requirements.
3. Payroll Services (Pensioner Members)
Payslips
Payslips are available on your
mypension account and show your gross and net pension plus deductions.
P60s
P60s are provided via
mypension unless you request a paper copy.
Address and Bank Account Changes
• Notify changes at least 3 weeks before month‑end to ensure correct payment.
• Telephone changes require a pre‑registered security password.
Paying your pension
Pensions are paid monthly in arrears on the last banking day of each month.
4. Key Service Standards (All Member Types)
Joining the Scheme (Active Members)
• Set up your pension record within 5 working days of employer notification.
• Encourage registration for the online mypension service.
• Transfer‑in quotations provided within 10 working days.
During Membership (Active Members)
• General enquiries: within 5 working days.
• Additional Pension Benefit quotes: within 12 working days.
• Retirement estimates: within 5 working days.
Leaving the Pension Scheme (Active & Deferred Members)
• Deferred benefit notification: within 20 working days of employer information.
• Transfers out: details within 10 working days; payment within 5–10 working days once elected.
• Refunds (Active members leaving with entitlement): within 9 working days.
Deferred Benefit Updates
• Provided within 5 working days of request.
Retirement Benefits (All Member Types)
• Retirement processing completed within 5 working days of required documents.
• First pension payment at month‑end if documents received within the retirement month.
Pensions Increase at Age 55 (Pensioners)
• Indexation applied from age 55 if retired early (except ill‑health).
• No arrears are paid for pre‑55 years.
Pension Rights on Divorce
• Cash equivalent value: within 5 working days.
• Implementation fee for pension sharing orders, £420 inc. VAT (currently under review).
Death Benefits (All Member Types)
• Death grant paid within 5 working days once documentation is received.
• Dependants' pensions: notifications within 5 working days; payments monthly.
General Enquiries
• Processed within 5 working days.
5. Complaints Process
If you’re unhappy with our service, first contact the relevant Team Manager to resolve the issue. If still unresolved, you may submit a formal complaint via the
Complaints page.
When you make a formal complaint we will:
• Acknowledge your complaint within 3 working days.
• Provide a full explanation where possible.
• If further investigation is needed, explain the expected timescale.