At Railpen, we're focused on making the member experience as clear and supportive as possible. We continually look for ways to simplify how things work, shaping our services and systems around real needs and real people.
Streamlined and supportive service
Our focus on member needs guides how we optimise operations, enhance communication and reinvest efficiencies to support long-term scheme value.
Value to members
We believe great service should be efficient, accessible, and considerate of costs. By continuously reviewing our processes, we are working to make it easier for members to manage their pension – while ensuring the long-term health of the railways pension schemes.
One example is our ‘your communication, your choice’ approach. By giving members control over how they receive information, and encouraging those who prefer to manage their accounts online, we’ve saved hundreds of thousands of pounds. These savings go directly back into the schemes, helping us deliver even more value to the people we serve.
Informed choices
Pensions can be complex. Legislation changes, regulations evolve, and life situations shift. Our role is to cut through that complexity and make things as clear as possible.
We do this through:
Intuitive and empathetic communication
Digital tools that simplify key decisions
Constant improvements to reduce complexity within our schemes
Innovative member-first mindset
We design our services from right to left. That means we start with the experience we want members to have, then build the systems and capacity needed to deliver it.
This mindset ensures we:
Never lose sight of the people behind every process
Stay agile as member needs evolve
Create space to grow, innovate, and continually improve
Leverage technology and expertise to open new opportunities
Our colleagues play a central role in this. We empower every one of them to think beyond the task in front of them and understand the financial and human impact of every interaction. Through strong community values, the right training, and the right tools, our people stay connected to what matters most: helping members receive the pensions they have worked so hard for.
Meet our peopleEmpowering our member-first culture
Railpen's Nicola Cromack talks through our training programme for colleagues which is focused on giving them the practical tools and self-reflection opportunities needed to help deliver excellent customer service as part of our member-first ethos.
Hear from the people we're here for
Every pension we administer represents a real person, a real career and a real future, Discover what railway workers across the UK say about being a member of the Railways Pension Scheme.
Investing in the world our members retire into
Our purpose to secure our members’ future sees us focus on how we serve members today and how we can positively impact the world they retire into. From how we manage the risks and opportunities of climate change and our investment in infrastructure that supports the UK's energy transition to creating amongst the most sustainable spaces in the UK, discover what we're doing to drive sustainable investment.