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FAQ

I have forgotten my details, can I reset them?
You can reset the following by clicking on 'Forgotten User Details' - you will receive this information by email within 15 minutes.

  • Username
  • Password
  • Security Answer

I have forgotten my web login/username; can I request a new one?
Your username was provided in your initial activation email or letter, however, if you have forgotten this you can select 'Forgotten User Details'.

Activation code
After registering you will receive your activation code by email within 15 minutes. Please contact us if you have not received yours. When prompted, in order to complete the registration process, we suggest you copy and paste the activation code which was emailed to you, but ensure you are not copying any spaces either side.

My password and/or security answer are not being recognised
Both your password and or your security answer are case sensitive.

When requesting a new password I get an error
Please ensure the email address you are entering is the one you originally registered with. If we do not hold your email address on file, we cannot send out a password reset.

My Annual Benefit Statement isn't showing
All statements are produced as at 31 March. If you joined the pension scheme after this date, you will not have an Annual Benefit Statement until the following year.

My Service History
If you built up pension to and including 31 March 2014 your pension is linked to your final whole time pay, even if you were part time. Therefore, it is important detailed service history is held for this period. However, since regulation changes came into effect on 1 April 2014 the LGPS became a CARE (Career Average Revalued Earnings) scheme. This is based on each year’s final pay, so service history from that date is no longer essential to pension calculations.

LGPS Member Portal help and information
LGPS Member Portal Guidance

Police Member Portal help and information
Police Member Portal Guidance

Fire Member Portal help and information
Fire Member Portal Guidance

If you have any further questions, please either;