Coronavirus (COVID-19)

We're doing things a little differently but we're still here to support you. As we monitor the situation, we're constantly adapting our services and providing helpful information to support our customers and colleagues.

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I’m a member

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I’m a member of The People’s Pension, what do I need to know about coronavirus and my pension?

I’m an employer

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I’m an employer with an account with The People’s Pension. What do I need to know about managing our pension scheme through this difficult time?

I’m an adviser

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I’m an adviser for an employer or member of The People’s Pension, what do I need to know and how can I continue to support my clients through this difficult time?

I’m none of these

If none of these apply to you, see our default content.

Not a member, employer, or adviser? Here’s some general information about how we’re continuing to support our employers and members through this difficult time.

I’m a member

See content specific to members.

I’m a member of The People’s Pension, what do I need to know about coronavirus and my pension?

I’m an employer

See content specific to employers.

I’m an employer with an account with The People’s Pension. What do I need to know about managing our pension scheme through this difficult time?

I’m an adviser

See content specific to advisers.

I’m an adviser for an employer or member of The People’s Pension, what do I need to know and how can I continue to support my clients through this difficult time?

I’m none of these

If none of these apply to you, see our default content.

Not a member, employer, or adviser? Here’s some general information about how we’re continuing to support our employers and members through this difficult time.

Extraordinary times

“Like most, we’re closely following the latest news and guidance on coronavirus (COVID-19) and the impact it’s having on every aspect of our lives. Extraordinary and challenging times, for sure.

I want to let you know that supporting our customers and our colleagues is our priority at B&CE. Our teams are working around the clock to meet the changing nature of the pandemic, as it impacts our working and home lives.

Meanwhile, we continue to answer queries and look after pension pots.”

Patrick Heath-Lay, CEO at B&CE (provider of The People’s Pension)

Getting help and support

To keep our people and their families safe during the coronavirus outbreak, most of our colleagues are working from home. Although we’re doing things a little differently, we’re still here for you.

Our teams are all on hand, working remotely, and ready to respond to you quickly. Going online first is usually the best way to get support, fast.

I’m a member

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If you have a question, please :

We’ve made changes to our office environment to help keep our people safe. We’re pleased to say that we can now safely, and gradually, increase the amount of phone support we have available for our customers in most urgent need.

Because this is limited right now, it could take longer than usual to get through. Our team may direct you to where you can find additional help online or submit a query to us. But if you do need to call, our phone line is open Monday-Friday, 9am-7pm.

Thanks for your patience and understanding.

I’m an employer

See content specific to employers.

If you have a question, please:

We’ve made changes to our office environment to help keep our people safe. We’re pleased to say that we can now safely, and gradually, increase the amount of phone support we have available for our customers.

Because this is limited right now, it could take longer than usual to get through. So, only call if you’re having trouble submitting your employee data. If your query doesn’t relate to this, our team will direct you to where you can find additional help online or submit a query to us. Then they’ll end the call.

If you do need to call for help submitting your employee data, our phone line is now open for employers Monday-Friday, 10am-5pm.

Thanks for your patience and understanding.

I’m an adviser

See content specific to advisers.

If you have a question, please:

We’ve made changes to our office environment to help keep our people safe. We’re pleased to say that we can now safely, and gradually, increase the amount of phone support we have available for our customers in most urgent need.

Because this is limited right now, it could take longer than usual to get through. Our team may direct you to where you can find additional help online or submit a query to us.

Thanks for your patience and understanding.

I’m none of these

If none of these apply to you, see our default content.

If you have a question about The People’s Pension, please:

We’ve made changes to our office environment to help keep our people safe. We’re pleased to say that we can now safely, and gradually, increase the amount of phone support we have available for our customers in most urgent need.

Because this is limited right now, it could take longer than usual to get through. Our team may direct you to where you can find additional help online or submit a query to us.

I’m a member

See content specific to members.

Coronavirus enquiries

What happens to my pension when I’ve been furloughed?

You and your employer should continue contributions to your pension when you’re furloughed, based on the amount you’re being paid. Remember that if you’re on furlough and your employer isn’t topping up your salary, the total amount you earn will be lower. This means your pension contributions will be lower too.

Employee contributions cannot be claimed back from the government under the Coronavirus Job Retention Scheme (CJRS), so you should continue to pay as per the legal minimums, or whatever is set out in your contract. Read more about what to do if you want to reduce your contributions.

What contributions do employers need to pay?

  • Employers should continue contributions at the regular agreed rate.
  • If your employer uses qualifying earnings to work out pension contributions, and your earnings fall below £520 per month, contributions may not be due.
  • If your employer is using salary sacrifice, the rules are a bit different as contributions should continue at the rate agreed with your employer. Check with your payroll department how it might work for you.

What happens in July 2020?

From July, employers can bring furloughed employees back to work on a part-time basis.

  • You and your employer should continue to pay contributions at the regular agreed rate.
  • Your contributions are based on your full pay (regardless of hours worked).

What happens in August 2020?

The government’s changing the way the CJRS works for employers, but this won’t affect your pension contributions. Your pension contributions should continue at their normal rate.

Need more help?

More information about the CJRS and pension contributions can be found on The Pension Advisory Service’s website.

How might coronavirus affect my pension?

You may have seen news reports about how the coronavirus outbreak has caused uncertainty in world stock markets, including those in the UK.

While short-term drops in the value of your pension savings can be worrying, in the long term, the value can go up as well as down. So it’s important to look at the bigger picture.

Read more about how coronavirus may affect your pension on The Pension Advisory Service website

Pension saving is about the long term

For younger savers who need investment growth, there’s plenty of time for the markets to right themselves.

And for members who are approaching retirement sooner, we take steps to protect their pension savings from unnecessary risks as they get closer to retirement. Please note that a glidepath doesn’t guarantee the value of your pension pot – the value of investments can go down as well as up.

Find out more about investment changes approaching retirement.

Planning to access your pension savings soon?

This can be a very worrying time but hasty decisions could have a big impact on your future.

Remember you’ll receive only the current value of your pension pot. So, if you access your pension savings now, you might miss out on any increases in value in the future if markets recover.

It’s a good idea to focus on your needs in the long term rather than on current events, and to take advice before making decisions.

If you’re experiencing financial difficulties, it’s worth exploring any other savings you might have before taking your pension savings and looking at what other sources of support are in place. More information can be found on the Money Advice Service website. The Money Advice Service also has a debt advice locator tool to help you find out where you can go to get free debt advice.

The Financial Conduct Authority has also put together some helpful information on their website. It explains why you should stay calm and not rush into any financial decisions – and how to avoid pension scams. We recommend you read this before making any decisions about your pension savings.

FCA guidance on making pension decisions during the coronavirus outbreak

Be aware of pension scams

There are people out there with a variety of tricks up their sleeves to try and hook you into transferring your pension funds into bogus schemes. If something seems too good to be true, chances are it is. Read up on how to spot pension scams before making any decisions.

And remember that we will never contact you out of the blue to ask for any of your personal or account information, such as your password or sign-in details.

How to spot pension scams

Get guidance and advice

Choosing what to do with your pension savings is an important decision, so you may want to seek advice or guidance before you decide.

We recommend that you get guidance from Pension Wise about your options. And if you don’t have a financial adviser already, you can find one in your area by visiting the Unbiased website. Plus there are lots of other places you can get pensions guidance and advice too…

Your guidance and advice options

I’m an employer

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Coronavirus enquiries

What financial support is available from the government for businesses during coronavirus, and how does it work with pension contributions?

The government is offering a range of financial support for business. You can find out the details and check what support you may be eligible for on the government’s website.

Find out about financial support for business during coronavirus on the government’s website

This includes the Coronavirus Job Retention Scheme (CJRS). This offers grants to cover a portion of the costs if you’ve put staff on furlough because of coronavirus.

Find out about claiming wage costs through the CJRS on the government’s website

The Pensions Regulator (TPR) has informed us that employers must continue to meet their auto-enrolment duties and expects you to continue contributing in full, and on time. However, TPR has acknowledged this is a challenging time for employers and confirmed they’ll take a proportionate and risk-based approach. Their aim of focus is on supporting you and your employees at this time.

We don’t currently have to report companies to The Pensions Regulator unless they’re 150 days in arrears (rather than the usual 90 days), but please be aware that you’ll still receive reminders if your payments are overdue as these are sent out automatically.

I’m an adviser

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Accessing information about your client’s account

Because of the challenging times we’re all experiencing, we’ve fewer colleagues than usual and are focusing on supporting those in the most vulnerable situations. That’s people over 55, looking to claim urgently, and with no internet access.

So if you contact us for policy-specific information about your client’s account, we may not be able to handle your request during this time.

By finding the information you need online instead, you’ll be helping us to continue supporting those who need us most.

Information about The People’s Pension

You can find lots of information about The People’s Pension on our website, which should answer most of your questions. For example…

Policy-specific information

For policy specific information, many of your questions can be answered if your client accesses their account online. For example, members will be able to find information on things like:

  • Fund values
  • Investment choices
  • Beneficiaries
  • Selected retirement age
  • Transactions and contributions

It’s quick and easy to get set up – your client simply needs to visit our Manage account page to get started. Members will need their customer number and National Insurance number handy. Please note only your client is able to access and set up their own account.

 

Share our video with your member clients to help them set up their Online Account…

I’m none of these

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I’m a member

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I’m an employer

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Other common enquiries

Submitting pension contribution data

Common questions about submitting your employees’ pension contributions to us:

 

Making changes to your Online Services account

Common questions about making changes to your account set up or the way you submit employee data to us:

Re-enrolment

Our re-enrolment webpage answers all the common questions on re-enrolment and explains what you need to do for re-enrolment as an employer.


I’m an adviser

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Supporting your clients during the coronavirus outbreak

We’re providing information to help answer our members’ and employers’ common questions during the coronavirus outbreak – which you may also find useful to help you support your clients at this difficult time.

Member coronavirus information

See our latest updates to members to help answer their coronavirus-related questions and other common enquiries.

Employer coronavirus information

See our latest updates to employers to help answer their coronavirus-related questions and other common enquiries.

You can also find information to help you support your clients with other non-coronavirus-related enquiries, such as consolidating legacy schemes or re-enrolment, through our Support for advisers webpage.


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Use your Online Account to manage your pension

Log in or set up your Online Account to find out about your account with us and manage your details.

Check our online help and support

You can search our content or use the list of helpful links above to find the answer to your question.

Contact us online by submitting an enquiry form

If you can’t find the answer to your question in your Online Account or our online help and support, contact us online.

I’m an employer

See content specific to employers.
Manage your scheme online

Log into your Online Services account to manage your scheme.

Check our online help and support

You can search our content or use the list of helpful links above to find the answer to your question.

Contact us online by submitting an enquiry form

If you can’t find the answer to your question by in your account or our online help and support, contact us online.

I’m an adviser

See content specific to advisers.
Check our online help and support

You can search our content or use the list of helpful links above to find the answer to your question.

Contact us by submitting an enquiry form

If you can’t find the answer to your question on our website or in our online help & support, contact us online.

I’m none of these

If none of these apply to you, see our default content.
Check our online help and support

Search our website and online help and support to find the answer to your question.

Contact us by submitting an enquiry form

If you can’t find the answer to your question on our website or in our online help & support, contact us online.