Last updated: 10 November 2026: 13:00
Issues raised so far
- Cost for calling 0345 number
- Urgent need priority
- Problems noted (and possible solutions):
- Feedback to the Facebook Group: https://forms.gle/TC9sdeeYb5EesbbF6
Cost for calling 0345 number
The helpdesk number, 0345 6066166, is NOT a freephone number and depending on where you call from and what device you use to call it can cost up to 65p a minute!
If you have INCLUSIVE minutes in your calling plan then they will be used in calling this 0345 number.
Otherwise you are charged the provider’s standard landline or mobile rate for 01/02 numbers. Landline that means, typically, up to 16p a minute, but for mobile calls that can vary from 3p to 65p a minute
Urgent need priority
- If you are not in urgent need for assistance then please delay logging in and asking questions of the helpdesk teams.
- Colleagues may be without payments and in urgent need of immediate financial assistance.
- A poll from last week reported that over 20% are still waiting for their first pension payment having retired on 1 September.
Problems noted (and possible solutions)
Logging in
- The TRN must be numbers only, so do not enter the /
- “User not matching record” appears to be a common issue. At the moment I can only suggest you call* or use the online chat to see if the call handler can find your records and suggest what the problem might be. *Note the charges to 0345 numbers at the top of this page.
Navigation (being logged out)
The navigation of the site can be tricky as it appears that using the “Back” button/feature logs you out and some of the forms/guides/editing pages remove the standard navigation tools from the page. As such you will need to find the appropriate “Cancel” or “Back” link on the page you have found yourself on rather than using the browser tools to go back.
Beneficiaries
- It appears nothing has been carried forwards from the previous administrators (Capita), so you will need to make new nominations.
- An improvement is that you will now be able to see who you have nominated once you have nominated someone
- There are now TWO nomination sections (there always were but most teachers only filled out the “Death Grant” form as the “financially dependent relative” is very rarely invoked.
- Financial Dependent
- If you have no spouse or eligible dependent partner, then you can nominate a financially dependent relative to receive a survivor’s pension if you die before them. It is rare for someone to be eligible for such as they normally would have to be living with you, be a very close relative (mother, father, stepmother, stepfather, sibling etc) AND be financially dependent upon you – i.e. have no means of their own.
- Death Grant Nominee
- This can be anyone and you can split the grant into parts for different people – so if you are leaving it to three children then you can give 33% to two of them and 34% to your favourite 😉
- You cannot leave it to a charity or Trust, it has to go to a person
- Death grants are outside of inheritance tax
Statements (Remediable Service Statements)
There appears to have been an increase in teachers being unable to see their statements. Around half of those responding to the questionnaire say that they have lost access to it since the transfer.
Employment History
Data drives everything in the calculation of the pension, if this data is incorrect then the pension will be incorrect.
Around 30% report they can see nothing in their service history, which is worrying.
Copying and pasting the data from the website into a spreadsheet makes it easier to check for errors.
A number report errors in data that had not been seen before and includes;
- Changes in employer where none occurred
- No breaks being shown
- Where an “opt out” has been taken this is now shown as 100% “Days Out” rather than a break in pensionable service.
Links
It is very likely that some of these are still a “work in progress” as we see links on the “new” site leading to pages that are still styled in the “old” format.
- Currently links to:
- Forms
- Guides
- FAQs
No old message/chat records
Initially these appears to be missing but reports suggest that they can be found in the “Archive” section of the new “Secure Mail”
In-Progress Applications
Email Concerns
A number of members report that “their” email has been replaced with another, the most common report is that the replacement email is linked to their employer’s payroll.
Feedback to the Facebook Group
Please use the Facebook Group post to report problems (and solutions if you have discovered any!)
https://www.facebook.com/groups/teachertoteacher.tps/permalink/1651020303386631
Questionnaire on the new website: https://forms.gle/wVAELkPNGtSS6kmr6
Responses: https://docs.google.com/forms/d/1z63fm5dCkYzL20oRho5xUH9fLXEVQFU8TZrc-h2Zk2s/viewanalytics