Summary of NHSBSA Public Meeting minutes - 4 August 2025

Meeting held at 1:00pm on 4 August 2025 in the Boardroom, Stella House, Newcastle Upon Tyne.

Present: 

Sue Douthwaite, Chair

Michael Brodie, Chief Executive

Mathew McKie, Non-Executive Director

Randeep Sidhu, Non-Executive Director

Brendan Brown, Chief Operating Officer

Mark Dibble, Chief People Officer

Andy McKinlay, Chief Finance Officer

Allison Newell, Chief Strategy Officer

In attendance: 

David Jukes, Head of Governance and Corporate Secretary (Secretary to the Board)

Naomi Simon, Boardroom Apprentice (observer) (via video conference)

Miranda Sykes, Head of Communications and Marketing, NHSBSA

David Walton, Head of Financial Accounting and Reporting, NHSBSA

PM25/01 Welcome, introductions, apologies for absence and declarations of interest

Apologies were received from Darren Curry, Kathy Gillatt, David Leather and Mel Tomlin. There were no declarations of interest declared in relation to the meeting agenda. 

S Douthwaite welcomed those present to the NHSBSA annual public meeting. S Douthwaite noted no members of the public were present. A set of questions had been submitted by a member of the public and would be addressed as part of the 'Questions from the Public' agenda item.

PM25/02 Introduction to the NHS Business Services Authority

M Brodie presented an overview of the NHSBSA, including an overview of the business structure, its strategy, strategic goals, operational services and stakeholders. 

M Brodie reminded attendees that the NHSBSA's Strategy and Business Plan were available on the website. M Brodie thanked colleagues and partners for thier hard work during the last year. 

PM25/03 Performance 2024/25 Overview

M Brodie provided an overview of performance during 2024/25. M Brodie reminded attendees that further details were available in the NHSBSA Annual Report and Accounts and were available on the NHSBSA website. 

PM25/04 Accounts 2024/25 Overview

A McKinlay presented key aspects of the NHSBSA's financial performance during the year. A McKinlay highlighted that the Authority had received its financial targets by recording an underspend against both revenue and capital resource limits. The Accounts were presented for audit in accordance with DHSC deadlines and were laid before Parliament prior to the summer recess on 21 July 2025 with an unqualified audit opinion. 

PM25/05 Questions from the Public

No members of the public were present.

S Douthwaite stated that the following eight questions had been submitted in advance by a members of the public: 

Question 1:How is the performance of NHS Pensions (NHSP) measured? 

Question 2: What is NHSP's overall performance against their targets? 

Response 1 and 2: B Brown advised that the performance of NHSP was assessed through a defined set of Key Performance Indicators (KPIs), which had been agreed upon with stakeholders. These KPIs provided a clear framework for evaluating the efficiency, accuract and overall quality of service delivery. The current KPIs used to measure performance and current levels of performance were: 

Question 3: What is the average processing time for Pensions Awards?

Response 3: B Brown advised that during the reporting period from 1 April 2024 and 31 March 2025, 94.94% of awards were processed and paid within one calendar month of their due date. 

Question 4: How is the quality of pensions advice teams measured, i.e. consistent and accurate advice? What is their performance against this metric? 

Response 4: B Brown advised that while the Authority was not authorised to provide pensions advice, teams were trained to respond to queries and offer clear, accurate information to help customers understand their NHS Pension. 

The Authority assessed the quality of both calls and emails handled by individual staff measuring the accuracy and consistency of information shared. The results were systematically collated and tracked across the service, with performance feedback provided to colleagues to support continuous learning and improvement. 

Question 5: What is the target for response time to queries that Pensions Advisers are unable to resolve? What is their performance against this metric?

Response 5: B Brown advised that for queries that could not be resolved immediately, the Authority’s target response times were three working days for call referrals requiring specialist expertise, and up to 48 hours for urgent escalations, such as those involving hardship.

During the reporting period from 1 April 2024 to 31 March 2025, 92.66% of these cases were completed within the target timeframe, reflecting strong performance against this service standard.

Question 6: What is the average resolution time for Complaints IDR 1 and 2? How many complaints are upheld by the Pensions Ombudsman? 

Response 6: B Brown advised that during the reporting period from 1 April 2024 to 31 March 2025, the average resolution time for complaints at the IDR1 stage was 88 days, while IDR2 cases were resolved in an average of 40 days.

B Brown stated that it was worth noting that resolution times can vary considerably depending on the complexity of individual cases. In particular, delays may occur when additional information is required from external organisations or stakeholders outside of the NHSBSA. These dependencies can extend the time needed to reach a conclusion similar to the delays sometimes experienced in processing first awards.

Regarding Pensions Ombudsman activity during the same period:

• 28 Opinions were issued, with 10 complaints against the NHSBSA either upheld or upheld in part.
• 13 Determinations were made, of which 1 complaint was upheld.

B Brown stated that this data reflected the Authority’s ongoing commitment to resolving complaints fairly and efficiently, while recognising the impact that external factors could have on clearance timelines.

Question 7: What improvements have NHSP made in response to complaints and adviser feedback over the past year?

Response 7: B Brown advised that the NHSBSA recognised that customer feedback whether through complaints, adviser insights or direct member engagement was essential to improving the service provided. The Authority was committed to continuously enhancing customer experience and ensuring its services were responsive, accessible, and tailored to members' needs.

Key improvements made over the past year within NHSP included:

Customer Experience Programme: The Authority launched a proactive initiative to better support members who may be most in need, particularly those experiencing financial hardship or ill health. This programme focused on delivering a more personalised and compassionate service throughout the pension journey.

Introduction of a Text Messaging Service: In direct response to customer feedback highlighting a lack of clarity around their pension journey and a desire for more proactive communication, the Authority introduced a text messaging service. Since its launch in July 2024, the Authority now sends approximately 20,000 messages per month providing timely updates and reassurance to members at key stages of their journey.

Creation of a Dedicated Customer Feedback Team: To ensure feedback is not only heard but acted upon, the Authority established a dedicated team focused on capturing, analysing and responding to customer insights. This team plays a vital role in shaping service improvements and ensuring the voice of the customer is central to our decision-making.

Question 8: What are the penalties if NHSP do not meet their targets?

Response 8: B Brown advised that NHSP operated within a regulated framework, and meeting performance targets was essential to maintaining trust and delivering a high-quality service to members.

The Pensions Regulator oversees the governance and administration of public service pension schemes. As the scheme administrator, NHSP was responsible for ensuring compliance and reporting any breaches. Where standards were not met, the Regulator had the authority to intervene. This may include issuing improvement notices, requiring corrective actions or imposing financial penalties where appropriate.

In addition, failure to comply with a Determination issued by The Pensions Ombudsman can result in legal action. Determinations are legally binding, and non-compliance may lead to enforcement through the courts.

PM25/06 Any Other Business

There were no matters of any other business.

PM25/07 Date of Next Public Meeting

The next public meeting of the NHSBSA Board was likely to be held in the summer of 2026 although this date would be confirmed nearer the time.