Corporate Plan 2021-2024 published

The Pension Ombudsman’s (TPO) Corporate Plan, published today, outlines its strategic goals over the next three years along with updated key performance indicators (KPIs) for 2021/2022.

Throughout the Covid-19 pandemic TPO has continued to focus on resolving complaints at an early stage and improving the customer journey.

Despite the continuing trend of rising demand and pension complaints becoming increasingly complex, TPO closed 4,853 pension complaints during 2020/21 representing an increase of almost 6% compared to the previous year.

The challenge over the coming year is to continue to meet this long-term trend of increasing demand without a corresponding increase in resource. This is particularly crucial as demand is likely to increase further as the full impact of the Covid-19 pandemic on the economy and people’s changing financial circumstances evolves.

TPO’s Corporate Plan 2021-2024 outlines the assumptions, forecasts and actions required to meet this challenge along with the new KPIs introduced to measure progress against strategic goals.

During 2021/22 TPO will continue to build on the progress already made throughout its transformational journey. By listening to its customers and stakeholders, TPO will seek to further improve the customer journey with a particular focus on reducing customer journey times.

Download the full Corporate Plan 2021-24