The Board was presented with the Pensions Administration and Legislation Update presented by LPPA.

Members noted there had been an increase in membership forms due to the increase of new starters which contradicted the employment freeze to which LPPA agreed to investigate this further and report back with their findings. Members questioned how the end to end experience is for users of the dashboard to which LPPA would also report back on their findings.

Members noted the high dissatisfaction rate of 50% in the first quarter. LPPA responded that the scores related only to the contact centre and from only Havering members. It was noted that any positive feedback is passed onto the call handler and the satisfaction scores were trending upwards in line with other LPPA clients and LPPA will bring back a comparison of satisfaction scores to a future meeting.

The Board noted the report.