Service Levels
For transparency and to allow members to plan, we have published our current service timescales.
Service Timescales
We aim to process requests within the below timescales. If any additional information is required to proceed with your request we will contact you again and let you know whether this might cause any delay.
We would ask that you do not contact us before the timeframe above has passed, as this can add to workloads and possibly cause delays.
| Request | Timescale |
| Actual Pension Calculation | 10-15 working days from when all relevant information is received |
| Transfer Requests | Up to 3 months |
| Pension Benefit Estimates | 6-8 weeks. Remember My Pension+ allows you to run your own estimates to see what your pension will be at different dates. In most cases the system uses the same figures and calculations that our own officers use |
| Retirement Options | If you are retiring and taking your pension, your pension options will be sent anywhere between 6 weeks before your retiral date to 6 weeks after depending on when we are notified of your retiral date |
| General Queries | 6-8 weeks |
| APC Requests | 6-8 weeks |
Where To Find Information
If you have a question there are a range of resources available to you to answer your question:
Our website
There are dedicated member areas that provide detailed information on aspects relevant to each member group. Active (paying into your pension), Deferred (your pension with us is currently on hold) and Pensioner (you are receiving your NESPF pension).
My Pension+
We encourage members to register and login to our member self-service system, My Pension+. Here you can access all sorts of details about your pension:
- View your current pension value
- Update your contact information and death grant nominations
- Download forms and documents and upload them to us
- Easy to use calculators, to see what your pension could be at different ages
- Check out P60s and payslips
Still need help?
You can submit an enquiry through our website, or call or email us. Full contact details are available on our Contact Us page.
Latest Updates
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One of the main advantages of paying into the NESPF is your guaranteed annual pension, which is paid for life.
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My Pension+, our secure member portal, offers unique benefits including video pension statements delivered by artificial intelligence.
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Active members (those paying into the scheme) and deferred members (those with pension on hold until retirement) can now view their annual pension video 2023/24 online at My Pension+.
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Whether you’re joining the scheme or leaving the scheme, you may be able to transfer your pension.
