TPO announces second year priorities for Operating Model Review programme
The Pensions Ombudsman (TPO) has announced the priorities for its Operating Model Review (OMR) programme for 2025–26. In its second year, TPO’s OMR improvement programme continues to deliver significant enhancements in managing complaints, building on a record number of successful resolutions from 2024. The initiative now aims to boost closure rates by an additional 4% during 2025–26, supported by measures to streamline dispute resolution, expand expedited determinations, and address the backlog of complex cases. The reforms also introduce early involvement of pensions expertise and more rigorous processes for formal responses, with the broader objective of mitigating growing complaint volumes and funding challenges. Future updates, including detailed performance outcomes in the upcoming Annual Report and Accounts, will further elaborate on these developments.