Heywood
Updated January 2026
Now, in early 2026, most schemes are connected and waiting for the Dashboard Availability Point (DAP). The question is no longer 'should we communicate?' but 'what do we say, and when?' With DAP expected in late 2026 or early 2027, schemes have a narrow window to prepare members for what's coming - and to set realistic expectations about what they'll see when they log in.
The focus on accurate member and benefits data, and ensuring a reliable connection is an essential component of dashboards success, but as connections dates near and preparation moves into testing and ensuring matching rules are effective, thoughts turn to further ahead.
Communicating dashboards to members
There are two aspects of pensions dashboards that very few have addressed yet, even those who are further ahead of the pack in their data readiness.
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Are we ready to talk to our members about dashboards yet?
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Ongoing maintenance – once you’re on, you’re always on.
It might all still seem a long way off for some, though not for others, but to put your scheme’s annual exercises in dashboard perspective, most schemes have already missed the chance to add any communications about dashboards coming before they have to start connecting the scheme to the dashboards architecture, and you may have only one more opportunity to do so with your benefits statements before the Dashboards Availability Point.
Therefore, you might already be needing to think about other ways to communicate dashboards to your members. Maybe you will start to think about your current communications. Your current letter or email templates. Should you say something in those documents about dashboards coming?
There is so much help and guidance available for the whats, whens and hows. Maybe we have overlooked the whys.
Let’s start with why we are even doing this at all. It’s because we all needed to do a better job for our members and make it easier for them to find their pensions, then understand, then help, then act (or not act, as appropriate).
So WHY tell our members about dashboards coming? Well, it’s quite simple. Clear communication will help manage member expectations and reduce enquiries. We should be telling them, rather than letting Martin Lewis announce it to them.
The presence of dashboards will inevitably change the demand for our services. It will raise pensions in the collective consciousness and make pensions discoverable and administration teams findable.
Anticipating member queries post-launch
Dashboards will inevitably lead to a rise in member queries as pensions become more visible and accessible. Schemes should prepare by equipping administration teams with tools, training, and resources to handle these questions effectively. Anticipating common queries - like differences between DB and DC valuations or transfer value requests—will allow schemes to create tailored FAQs and proactive communication strategies. Monitoring early feedback post-launch will also be key to adapting processes and maintaining service quality in this new era of member interaction.
They will also give members all of their pensions in one place, alongside other pension information. That is going to change how members think about pensions and maybe change the questions they ask you next. None of us really have a lot of experience in showing members DB and DC benefits together, side by side. As an industry we have tended to show them slightly apart, or completely apart.
You might also be interested in: Pensions Dashboards: Planning for possible matches
The key questions that dashboards set out to answer are: What have I got now and what is it worth at retirement? In answering those, we are presenting numbers that seek to avoid teaching members the difference between DB and DC by showing comparable income. But what we have to ready ourselves for is what questions that might lead to. As an example, a DC pension will also possibly show the pot of savings it was calculated from. But a DB pension will not have an equivalent value. Do you think that might lead to a rise in queries about “why not”? Or a rise in requests for a transfer value?
In assessing the need to elevate our comms game, we touch upon another pertinent point: that of “maintenance”. But we need to broaden our preparation from a compliance exercise for connection, to a more holistic readiness for a new world of administration. So rather than think about maintaining data or systems, we can think about how we maintain service quality in the new world. We can be more prepared for the compliance aspects if we set out to remember the WHYs. Why are we doing it? Why will my members expect more? Why will that change what I do?
What to communicate and when
Getting the timing right is as important as getting the message right. Here's a phased approach to member communications:
Before DAP is announced
Key message: "Pensions dashboards are coming - here's what they mean for you"
Focus on education and expectation-setting:
- Explain what pensions dashboards are in simple terms
- Clarify what members WILL see (their pension value, projected income)
- Clarify what they WON'T see (investment choices, detailed contribution history)
- Provide the expected timeline (late 2026 or early 2027)
- Reassure members that their pensions are safe and this is about accessibility, not change
Where to communicate:
- Annual benefit statements
- Scheme newsletters
- Member portal updates
- Email campaigns to active and deferred members
When DAP is announced
Key message: "Pensions dashboards launch in [X months] - here's how to access yours"
Shift to practical preparation:
- Provide links to the MoneyHelper dashboard (the government's non-commercial option)
- Explain the identity verification process
- Remind members to have documentation ready (National Insurance number, date of birth)
- Set expectations about match timings ("your pension should appear within minutes, but may take up to 48 hours")
- Provide clear contact information if members have issues
Where to communicate:
- Dedicated email to all members
- Prominent website banner
- FAQ page update
- Social media (if your scheme uses it)
Post-DAP launch
Key message: "Accessed your dashboard? Here's what the numbers mean"
Focus on interpretation and support:
- Proactive FAQ addressing common confusion points
- Explainer content about DB vs DC valuations
- Clear contact information for scheme-specific queries
- Reassurance about data security and privacy
- Links to further guidance and financial advice resources
Where to communicate:
- Follow-up email 2-4 weeks post-launch
- Updated FAQ section
- Member portal content
- Targeted communications for members who contact you with questions
Common member questions and how to answer them
Based on industry testing and early dashboard usage, here are the questions schemes should be ready to answer:
"Why can't I find my pension on the dashboard?"
The issue: Data mismatch between what the member entered and what your scheme holds.
Your response: "If your pension doesn't appear in your dashboard search, it may be due to a data mismatch. This can happen if you've changed your name (through marriage or deed poll), moved address, or if we have incomplete records.
Please check you've entered:
- Your current legal name
- Your National Insurance number
- Your correct date of birth
If the issue persists, contact us directly and we'll help verify your details and resolve any possible match."
Action for your scheme: Have a clear process for members to update their details. If using an automated tool like Heywood's Possible Match Resolver, explain that members may receive a secure link to verify their identity and update information.
"Why does my DB pension not show a pot value like my DC pension?"
The issue: Members expect consistency across all their pensions and may not understand the structural differences.
Your response: "Your defined benefit (DB) pension works differently to a defined contribution (DC) pension. A DC pension is a pot of savings that you draw from in retirement. A DB pension is a promise of income for life, calculated based on your salary and years of service.
The dashboard shows your DB pension as a projected annual income (what you'll receive each year in retirement) rather than a pot value, because that's the benefit you've earned. This income is guaranteed and will be paid for life, with annual increases.
If you'd like to understand the estimated transfer value of your DB pension, please contact us directly. We strongly recommend speaking to a financial adviser before considering any transfer."
"The dashboard shows £X but I thought I had £Y. Which is correct?"
The issue: Timing differences between dashboard data and member statements, or confusion about what value is being shown.
Your response: "The value shown on your dashboard is based on data provided as of [date]. Your most recent benefit statement may show a different value if it was calculated at a different time or includes more recent contributions.
For DC pensions, the value can fluctuate based on investment performance. For DB pensions, the projected income shown reflects your benefits as of your last calculation date.
If you believe there's an error in your pension details, please contact us with your most recent statement and we'll investigate."
Action for your scheme: Ensure your Value Data is updated regularly and that you can explain when the data was last refreshed.
"Can I consolidate all my pensions into one?"
The issue: Dashboards will make members aware of multiple small pots and may trigger consolidation requests.
Your response: "You may be able to consolidate your pensions, but whether you should depends on your individual circumstances. Each pension has different features, charges, benefits, and guarantees.
Before making any decision:
- Compare the features and costs of each pension
- Consider any guarantees you might lose (such as protected retirement ages or guaranteed annuity rates)
- Speak to a financial adviser, especially if you have defined benefit pensions
We can provide you with the information you need about your pension with us, but we cannot advise on whether consolidation is right for you."
"Why is my dashboard showing a pension I didn't know about?"
The issue: Dashboards successfully reconnecting members with lost pensions.
Your response: "If a pension appears that you weren't aware of, it's likely from a previous employer. This is one of the key benefits of pensions dashboards - helping people rediscover lost pensions.
To verify the pension is yours, check:
- The scheme or provider name (does it match a former employer?)
- The dates of membership
- The address or contact details held
If you need more information about this pension, contact the scheme directly using the details shown on your dashboard.
Getting your communications right
Pensions dashboards represent a fundamental shift in how members interact with their pensions. Schemes that communicate proactively, clearly, and consistently will manage member expectations, reduce unnecessary queries, and demonstrate good governance.
The key principles:
- Start communicating now, don't wait for DAP
- Be clear about what dashboards will and won't show
- Prepare your team for increased queries
- Create practical resources members can actually use
- Monitor feedback and adapt your approach
Remember the "why" behind dashboards: to make pensions more accessible and help members make informed decisions. Your communications should reflect that goal - clear, helpful, and member-focused.
Need support with your dashboards readiness? Heywood's ISP includes tools to help reduce member confusion, from automated possible match resolution to real-time data quality monitoring. Explore our pensions dashboards solutions
