Question to the Department for Education:

To ask the Secretary of State for Education, what steps are being taken to improve communication by Teachers’ Pensions with affected members, in terms of secure messages, helpline staff knowledge of cases and delivery timelines.

The department recognises the importance of issuing Remediable Service Statements (RSSs) to affected members as part of the McCloud remedy and continues to closely monitor progress made by Teachers’ Pensions in delivering these statements.

The backlog has arisen due to the scale and complexity of the remedy, which requires the recalculation of historic pension service and depends on complete and accurate data from employers that can date back several decades. To address the backlog, Teachers’ Pensions has increased dedicated resources and implemented a phased delivery plan to ensure remaining cases are completed as quickly and accurately as possible. Senior oversight and regular performance reporting are in place to track progress.

The department recognises that delays may be particularly concerning for retired members and those in receipt of ill health retirement benefits. Retired members often already have benefits in payment, and any underpayments identified will be paid in full, with interest applied in line with legislation. Additional support is available for vulnerable members, including escalation routes for urgent and complex cases.

Teachers’ Pensions has improved the frequency and clarity of secure messages, increased engagement through social media, and strengthened training for helpline staff to ensure better understanding of individual circumstances. Member feedback continues to inform further service improvements, and the department is working closely with the scheme administrator to oversee delivery.