Cheshire Pension Fund Member Survey Results

The Cheshire Pension Fund (the Fund) is pleased to share the results of the member surveys we carried out in 2025. We surveyed all three cohorts of members; Active, Deferred, and Pensioners.

The survey results provide valuable insight into members' experiences with our services, helping us to better understand how we can continue to support and build on our service offering.

Thank you to everyone who took the time to participate. Your feedback plays an important role in shaping future communications and services.

The results will be taken on board when we plan future activities as well as updating and delivering a new Communications Strategy.

Active Members

The survey of active members revealed a strong interest in their LGPS pension, with over 1000 respondents. Active members showed a keen desire for digital engagement and interaction as well as a healthy appetite to find out more about their LGPS Pension.

Key findings

• 77% of active members have read the latest Annual Benefit Statement.

• 57% said they understood their ABS.

• 86% have registered for the pension portal, with most using it regularly.

• 77% have visited the Fund website.

• 61% found the information they were looking for online.

• 67% view the pension portal as their main source of communication with the Fund.

The results suggest that active members value straightforward communication and practical guidance to help them make informed decisions about their future. It also provides the Fund with areas to focus on to further improve the member experience.

Deferred Members

Deferred members, who have left pensionable service, but retain benefits in the Scheme, emphasised the importance of maintaining a connection with the Fund and receiving regular updates.

Key findings

• 50% of respondents feel they understand their pension well.

• 85% of respondents have signed up for and used the My Cheshire Pension, portal.

• 78% of respondents have visited the website, half of whom found the information they needed*.

  
  

Feedback from deferred members highlights the importance of keeping information accessible and ensuring members can easily stay informed about their pension benefits throughout their deferred membership. Members have indicated a desire for more digital assets such as videos and easy to digest information.

*since the survey was carried out, a new website has been built and delivered, with a key focus on member journeys and ease of use.

Pensioner Members

The pensioner member survey produced encouraging results, with many respondents expressing satisfaction with the service they receive and the reliability of pension payments.

Key findings

• 63% of pensioner members said they have a good or very good understanding of their pension.

• 84% have used the Fund website, primarily to access information and support

• 54% said they find website content clear and easy to understand.

• 60% had reviewed their latest P60 or payslip.

• 45% said Fund communications are clear, while many others held a neutral view

• 58% know how to make changes to their Death Grant Nomination.

• The most popular communication channel was the newsletter (51%), followed by the website (46%) and member portal (44%). There was also strong interest in email communications which aligns with the Fund’s digital first agenda.

  
  

Pensioners generally understand their benefits and value Fund communications, particularly the newsletter and website. The main improvement opportunities are clearer communications, greater email engagement, and better support for member actions and self-service.

Looking Ahead

The survey results provide a valuable snapshot of member views across all cohorts of members. While the findings highlight many areas of strength, they also identify opportunities for improvement, particularly in the areas of member education, digital engagement, and communication preferences.

We will review all feedback carefully and use the insights gained to help shape future initiatives and enhance the experience of all Fund members.

Once again, thank you to everyone who completed a survey. Your feedback helps ensure the Fund continues to meet the needs of active, deferred, and pensioner members both now and in the future.