More than a third of pension schemes are bracing for a major surge in member activity once pensions dashboards launch, according to new research.
A survey of 58 UK trustees and pensions managers by WTW found that 38% predicted an increase in member engagement activity of between 30% and 50%, compared to current levels.
A further 38% anticipated a more moderate increase, with activity levels expected to climb by 10% to 30%.
“The anticipated increase in activity will require schemes to have robust communication strategies in place to handle the expected surge in enquiries.”
Geraldine Brassett, WTW
Geraldine Brassett, a senior consultant in WTW’s outsourcing business, said pension schemes needed to be prepared for a significant shift in saver behaviour following the launch of pensions dashboards.
She said: “The anticipated increase in activity will require schemes to have robust communication strategies in place to handle the expected surge in enquiries.
“As pension schemes prepare for the launch of pensions dashboards, it is clear that the impact will be significant, but the dashboard programme also provides a unique opportunity to engage many more members who may not be fully familiar with their retirement savings.
“Schemes and their administrators will need to adapt their operational processes to manage the expected increase in saver activity effectively.”
The poll also revealed that 46% of respondents expect the increased activity to spike for up to a year before calming down, while 28% think it could last for two years. Just under a quarter (24%) expect levels of increased member activity to become the new norm, lasting up to five years or more.
When it comes to communication channels, the findings suggested that email would be the most affected, with 41% of respondents expecting a rise in email traffic.
Telephone and web chat are also likely to see increased use, according to 31% of respondents, while 28% predicted that their scheme portal would become the main point of interaction for members.
Previous research by WTW, conducted earlier this year, found that pension schemes view a higher volume of member enquiries as the biggest challenge once dashboards go live.
The government-backed MoneyHelper Pensions Dashboard is expected to be the first to launch to the public. It is currently undergoing user testing.
Pay your dashboard connection some attention, urges TPR
All UK pension schemes covered by pensions dashboards regulations must be fully connected by 31 October 2026. See the full connection timeline here.
Speaking at the Pensions Expert DB Strategic Summit in September, the Pensions Regulator’s David Walmsley said his team was engaging with the largest pension schemes to ensure they were on track with improving their data standards.
Medium-sized and smaller schemes have staggered deadlines for connection between now and the end of October 2026, but Walmsley warned trustees not to leave connection too late.
He said: “Some DB schemes are delaying preparation due to plans to derisk or wind up. This is risky: unless buyout is completed by 31 October 2026, dashboard duties apply, and trustees may face regulatory action.”
