Access to My Online Services this weekend

We are undergoing routine maintenance over the weekend of Saturday 8 and Sunday 9 August. There may be periods where My Online Services and My Retirement Planner will be unavailable. 

Normal service will resume from Monday 10 August. We apologise for any inconvenience this may cause.

Go online: Everything you need to know about accessing your pension information online

My Online Services is our online member portal and has proved very successful in providing our members with an uninterrupted and efficient service during the COVID-19 pandemic.

Members have been using My Online Services to gain immediate access to their pension documents and information without relying on the post, and to carry out transactions securely such as registering their dependants, changing their bank or address details and uploading documents for the pensions team to see.

In April this year, the Trustees moved pension information online for active and deferred members (with the option to stay with paper if they wished) and we have recently written to pensioners under age 70, explaining that their information will also be moved online from September, again with the option to stay with paper if preferred.

If you receive our letter, please make sure you read it thoroughly as it explains the action you will need to take before we move your communications online. To register for My Online Services, click here; or for further information click here.

Please note: If you are a pensioner age 70 and over - you will continue to receive communications in the post until further notice If you would like to receive communications electronically, and access information online, you can register for My Online Services at any time.


How to contact us during the pandemic and how to stay safe online

My Online Services, our online member portal, has proved extremely useful when communicating with you during the current Covid-19 pandemic. We’re pleased to see more and more members are registering to use the secure service to view their pension documents and update their pension records. It’s efficient, sustainable, and environmentally friendly.

Whenever you are transacting online, whether this is doing the weekly shop, your personal banking, paying bills, or accessing your pension records through My Online Services, it’s important that you keep your account details safe and secure. This includes your username and password, and any responses you’ve set up to security questions you’re required to answer to login to secure sites.

There is some good practice you should follow to help keep your information secure online. Watch our video to help you: How to keep your pension details safe and follow the steps below to keep you and your data safe.

  1. Create strong passwords - make it difficult for hackers to gain access to your online accounts
  2. Watch out for phishing scams - don’t click on links or attachments in suspicious emails
  3. Use email wisely - be careful about the information you send especially if it includes any personally identifiable information
  4. Use My Online Services - rather than sending information by email, members can register for My Online Services to view information and documents from the pension team, return documents and transact online
  5. Don’t use a shared email account and don’t share your password
  6. install the latest software and application updates to help protect your devices from the latest threats.

For the latest information on the pensions team services during the pandemic including keeping your account secure, see our member Q&A document.

National Grid cyber security is robust due to the critical nature of its business; and UK Pensions Operations is certified by the BSi in relation to its information security. The security of the data we hold is continually monitored, assessed and reviewed as the threat to cyber security continues to evolve.


Pension transfer warning from the Pensions Regulator

A word of warning to active and deferred members

The Pensions Regulator, and the Financial Conduct Authority (FCA), supported by the Money and Pensions Service, have released a statement to pension scheme members in response to the COVID-19 pandemic.

The message is to stay calm and not rush to make financial decisions during this time of financial uncertainty. The industry has fears that the impact of the pandemic on global markets and people’s personal finances may make members more vulnerable to scams or making a decision that could damage their long-term interests.

The Pensions Regulator has today (29 April 2020) also instructed pension schemes to issue the following letter to any member requesting a transfer quotation www.thepensionsregulator.gov.uk/-/media/thepensionsregulator/files/import/pdf/cetv-members-letter. If you request a transfer quote from UKPO, you will be issued a copy of this letter. Here are the main points for Scheme members to be aware of:

  • Since the coronavirus outbreak began, stock markets have fallen and are likely to go up and down for some time while your Scheme pension remains a safe, long-term investment for your retirement
  • The Regulator has stressed that transferring out of a defined benefit (DB) pension scheme (such as NGUKPS) into a different type of pension arrangement is unlikely to be in a member’s best long-term interests
  • Transferring out of the Scheme is a serious and irrevocable decision
  • Before making any decisions about your NGUKPS pension you should always seek independent financial advice.

If you are within a year of your earliest retirement age, i.e. you are currently age 54 or over (or age 49 if you left National Grid due to redundancy), My Retirement Planner is designed to support you to make informed decisions about your retirement, and for most people includes access to dedicated and funded independent financial advice.   

For further information regarding the Scheme’s member services during the Covid-19 pandemic please view our Q&A.

How to contact the Pensions team during the Coronavirus outbreak

Updated 3 April 2020

Following Government advice to restrict the spread of the virus, National Grid has instructed its employees to work from home where possible. This measure has been implemented and will continue until we are advised further.

UK Pensions Operations is fully set up to operate remotely and everyone is working to minimise any impact to our service. Please be assured that the team will continue to process and pay members’ monthly pensions as usual and are treating this as a priority along with supporting colleagues, past and present, who are retiring and ensuring death benefits are paid without delay.

Some of our processes have been altered while we are following government advice to work from home including how to contact the Pensions team and this is outlined below. 

More information can be found here..

Contacting the team during this time

There are some small changes to the way we’d ask you to contact the team during this time so we can make sure queries are picked up and dealt with quickly.

By email

If you need to contact the team during this time and your enquiry is urgent, or if you need to report the death of a member, please email the team at: pensions@nationalgrid.com

By phone

If you don’t use email you can call the team on: 0800 279 3407. Please leave a message and we’ll get back to you as soon as we can.

Sending in items by post

We’d urge you NOT to send items in the post to UK Pensions Operations at Wokingham until further notice. The office is closed and we are unable to accept post until it reopens.

Go online

We’d strongly encourage you to register to receive your pension communications online.

Details of how to register appeared in the recent Pensions Update newsletter and are available on the Scheme website. To register, visit My Online Services and follow the instructions.

Clearly the situation is fast moving, unsettling, and unprecedented, and we will continue to keep you updated via this website.

Please keep safe and follow Government and NHS guidance.