Communicating Pensions to Workers
What must employers tell workers about auto-enrolment? Understand required pension communications and best practices.
Last updated: 30 January 2025
Clear communication helps workers understand their pension rights.
Required Communications
Legal Duty
| Must | Communicate |
|---|---|
| Auto-enrolment | When enrolled |
| Opt-in rights | For non-eligible |
| Joining rights | For entitled |
| Postponement | If using |
Timing
| Communication | Deadline |
|---|---|
| Enrolment letter | Within 6 weeks |
| Opt-in information | Within 6 weeks |
| Joining information | Within 6 weeks |
| Postponement notice | Before end of period |
Types of Letters
Enrolment Letter
| For | Content |
|---|---|
| Eligible jobholders | Auto-enrolled |
| Scheme details | Name, provider |
| Contribution rates | Employer, employee |
| Opt-out information | How to |
Opt-In Letter
| For | Content |
|---|---|
| Non-eligible jobholders | Their rights |
| How to opt in | Process |
| Employer contribution | If they do |
| No pressure | Either way |
Joining Letter
| For | Content |
|---|---|
| Entitled workers | Their rights |
| How to join | Process |
| No employer contribution | Required |
| Their choice | To join |
Communication Methods
Post
| Method | Detail |
|---|---|
| Traditional | Paper letter |
| To home address | Personal |
| Keep record | Of sending |
| Proof | Of communication |
| Method | Detail |
|---|---|
| Electronic | Allowed |
| Must agree | To receive |
| Reasonable access | Required |
| Keep evidence | Of delivery |
Online Portal
| Method | Detail |
|---|---|
| Pension provider | May offer |
| Worker access | Own account |
| Supplement | Not replace |
| Additional info | Available |
Content Requirements
Enrolment Letter Must Include
| Element | Required |
|---|---|
| Employer has enrolled | Statement |
| Scheme name | Provider |
| Date enrolled | When |
| Contribution rates | Both sides |
| How to opt out | Process |
| Pension scheme info | Key details |
Non-Eligible Letter Must Include
| Element | Required |
|---|---|
| Right to opt in | Statement |
| Employer contribution | If opt in |
| How to opt in | Process |
| No requirement | To opt in |
Template Letters
TPR Provides
| Resource | Detail |
|---|---|
| Template letters | Free |
| Compliant wording | Checked |
| Customisable | For your details |
| Download | From TPR website |
Using Templates
| Step | Action |
|---|---|
| Download | From TPR |
| Add details | Your scheme |
| Personalise | Worker name |
| Send | Required timing |
Timing Triggers
When to Send
| Event | Letter Needed |
|---|---|
| Auto-enrolment | Enrolment letter |
| Becoming non-eligible | Opt-in letter |
| Becoming entitled | Joining letter |
| Using postponement | Postponement letter |
| Re-enrolment | Re-enrolment letter |
Deadline Calculation
| From | Event Date |
|---|---|
| 6 weeks | From trigger |
| Not working days | Calendar |
| Count carefully | Compliance |
Special Situations
New Starters
| Position | Detail |
|---|---|
| Assess quickly | On start |
| Send appropriate | Letter |
| Within 6 weeks | Of assessment date |
Postponement
| If Using | Must Send |
|---|---|
| Postponement letter | Before period ends |
| Explain rights | During postponement |
| Next steps | After postponement |
Re-Enrolment
| Every 3 Years | Detail |
|---|---|
| Re-enrol eligible | Who opted out |
| Send letter | Within 6 weeks |
| Similar to | Initial enrolment |
Best Practice
Clear Language
| Do | Avoid |
|---|---|
| Plain English | Jargon |
| Simple sentences | Complex language |
| Clear headings | Walls of text |
| Key points first | Buried information |
Visual Aids
| Can Include | Detail |
|---|---|
| Graphics | Illustrate concepts |
| Tables | Contribution rates |
| Flowcharts | Processes |
| Icons | Highlight points |
Accessibility
| Consider | Detail |
|---|---|
| Large print | If needed |
| Screen reader | Compatibility |
| Alternative formats | On request |
Language Considerations
Legal Position
| Requirement | Detail |
|---|---|
| English | Default |
| Welsh | In Wales option |
| Other languages | Not required |
Good Practice
| If Workforce | Consider |
|---|---|
| Multi-language | Translated summaries |
| Limited English | Visual aids |
| Support | Verbal explanation |
| Provider resources | May exist |
Record Keeping
Keep Evidence
| Record | Why |
|---|---|
| Copy of letter | What sent |
| Date sent | When |
| Method used | How |
| Worker details | Who |
How Long
| Minimum | 6 years |
|---|---|
| From date | Of sending |
| Or longer | If disputes |
| Accessible | If needed |
Provider Communications
What They Send
| Communication | Detail |
|---|---|
| Welcome pack | To new members |
| Annual statements | Value and projection |
| Scheme updates | Changes |
| Retirement options | Near retirement |
Employer Role
| Should | Detail |
|---|---|
| Facilitate | Access |
| Not duplicate | Provider comms |
| Supplement | Where helpful |
| Coordinate | If needed |
Handling Questions
Common Queries
| Question | About |
|---|---|
| Can I opt out? | Process |
| What does it cost? | Contribution amounts |
| When can I access? | Pension age |
| Is it safe? | Scheme security |
Where to Direct
| Query | Direct To |
|---|---|
| Scheme specific | Provider |
| General rights | TPR resources |
| Tax questions | HMRC/adviser |
| Opt out process | Provider |
Compliance Evidence
If TPR Asks
| Can Show | Detail |
|---|---|
| Letters sent | Copies |
| Dates sent | Records |
| To whom | Employee list |
| Compliance | Timing met |
Common Mistakes
Avoid
| Mistake | Issue |
|---|---|
| Late letters | Non-compliance |
| Wrong category | Wrong letter |
| Missing information | Incomplete |
| No records | Cannot prove |
Getting It Right
| Do | Detail |
|---|---|
| Use templates | TPR provided |
| Check timing | 6 week rule |
| Keep records | Evidence |
| Review process | Regular audit |
Summary
Key Points
| Element | Detail |
|---|---|
| Required letters | By law |
| Within 6 weeks | Deadline |
| Different letters | By category |
| Keep records | Essential |
Communication Types
| Worker Type | Letter |
|---|---|
| Eligible | Enrolment |
| Non-eligible | Opt-in rights |
| Entitled | Joining rights |
| Postponed | Postponement notice |
Related answers
Auto-Enrolment Overview
What is workplace pension auto-enrolment? Understand the UK's automatic enrolment system and employer duties for pension contributions.
Eligible Jobholders for Auto-Enrolment
Who is an eligible jobholder for pension auto-enrolment? Understand the criteria for automatic pension enrolment.
Pension Communications to Workers
What communications must employers send about auto-enrolment? Understand the required letters and notices for workers.
Frequently Asked Questions
- What letters must I send about auto-enrolment?
- You must send different letters depending on worker category: enrolment letters for eligible jobholders, opt-in information for non-eligible jobholders, and joining information for entitled workers. Letters must be sent within 6 weeks of the relevant event.
- Can I send pension communications by email?
- Yes, if the worker has agreed to receive communications electronically and has reasonable access to the information. Many employers use a combination of email and postal letters. Whatever method you use, keep evidence of delivery.
- What if a worker doesn't understand English well?
- While communications aren't legally required in other languages, good practice suggests helping workers understand their pension rights. Consider translated summaries, visual aids, or verbal explanations. The pension provider may have multi-language resources.