Heywood
In pensions, progress isn’t always swift. Whilst change is ever present, particularly in areas such as regulation, it’s the adoption of new technology that can often lag behind other sectors like banking. That’s why staying closely connected to customers is so valuable. At Heywood, the most effective way we do this is through our CLASS User Groups.
Our CLASS User Groups are a coming together of Heywood and our customers – and we meet on a regular basis in a forum that encourages engagement, shared insights, collaborative development and practical progress. User Groups are where product roadmaps are influenced, knowledge is shared across schemes and new ideas are tested in the real world. And in sectors like LGPS, Police, and Fire, where each fund has its own challenges but often similar goals, that kind of structured collaboration can make a real difference.
Built on structure, focused on support
CLASS covers public sector pension schemes across the UK. It’s a formal group with elected officers representing each region. Twice a year, Spring and Autumn User Groups take place in London, Scotland, Manchester as well as Southwest England and Wales. Alongside these, we also run special interest sessions covering Insights, Engage, Payroll and i-Connect, which offer a focused look at specific areas of the platform.
The purpose is simple: to bring customers together, provide updates, and create a space for shared learning between funds. Whether it’s a regulatory update, a technical walkthrough or a customer-led discussion, every agenda is designed to deliver practical value.
2025 Spring Insights User Group | Manchester
What to expect from a User Group
Behind the scenes, the Heywood marketing team handles logistics, while our Customer Relationship Managers (CRMs) and Product teams focus on shaping the agenda. Each session tends to include:
- A product update from Heywood
- A peer-led case study or tips from a customer
- An update from the CLASS Management Team and Joint Pensions Group (JPG)
- A feedback session where reps share customer comments or suggestions
At our most recent Spring User Group, we shaped our usual afternoon workshop differently. By asking customers to score how they use specific features across our product base, it gave customers the chance to reflect on how they use our products and services and how other funds might approach the same challenges differently. The result was an honest, open exchange that helped many attendees leave with fresh ideas on how they can adopt new features into their working practices.
Collaboration that delivers results
It’s crucial to note that these sessions aren’t just a sounding board. They directly influence what we build. CLASS Management Team meetings are held monthly and the feedback from User Groups directly informs what’s prioritised.
Some recent developments shaped by customer insight include: 
- Improvements to service aggregations
- The addition of the LGPS Service Checker to integrate with the NI Database
- Ongoing development around McCloud remedy solutions
We also draw on input from the JPG, which shares legislative and regulatory updates in our bi-monthly meetings. This helps ensure our approach reflects not just customer needs but the evolving landscape too.
Community is the real differentiator
Whilst the technology that we collaborate on is a key element of CLASS, what really makes it work is the community aspect. With 66 funds in the group, customers regularly connect, compare notes and offer guidance to one another. It’s common for funds to follow up after a session to discuss how they’ve handled similar challenges or how they’ve implemented a particular feature.
Being part of CLASS and User Groups in general brings more than a sense of shared experience:
- Shared costs, such as the McCloud project
- Shared effort, with coordinated testing reducing pressure on individual funds
- Shared insight, especially when it comes to interpreting regulation
- A stronger voice when influencing wider policy or industry decision-making
These are all tangible benefits and ones that feature prominently when Heywood bids for new LGPS customers.
Looking ahead: the CLASS Conference
As we move through 2025, next month’s CLASS Conference will offer another opportunity to bring our community together. It builds on the momentum of the regular User Groups, providing a bigger platform for deeper discussion, celebration and forward planning.
CLASS User Groups are testament to Heywood’s commitment to working with our customers, not just for them. They allow us to learn, adapt and evolve the platform in ways that make a meaningful difference.
If you’re already part of a User Group, we look forward to seeing you again soon. And if you’ve not yet taken part, there’s never been a better time to get involved.
