Important information for our clients on our response to COVID-19

I would first like to express the hope that you and your family are and remain healthy. To anyone whose family has been directly impacted by the coronavirus (COVID-19), I offer our thoughts for a full and swift recovery. This pandemic is unprecedented and we are in a global fight to slow the impact down. It is first and foremost a human tragedy, affecting hundreds of thousands of people and having a significant impact on the global economy.

While COVID-19 is new and some of the challenges it poses are unique, our commitment remains the same; we remain a trusted partner to our 1,500 clients. We are monitoring the coronavirus situation very closely and continually evolving our response to make sure we still provide appropriate levels of service to our clients and also protect the wellbeing of all our staff.

We have activated our Business Continuity Plan and are implementing the following measures:

Service continuity

Where possible we have moved as many of our staff across all of our locations to a remote-working model. Our investment in platforms over the past few years has enabled most of our staff to work from home and will ensure, that we are able to meet our clients’ needs.

Data security remains of utmost concern to us. Employees working remotely will be using our Virtual Private Network (VPN), ensuring that private, sensitive, and protected information remains secure.

In some necessary instances, to ensure service levels are maintained, we will be moving to a rotating team model to balance working remotely and providing necessary in-office services. This is to limit the number of people working together at one time and taking into consideration advice provided by the government in relation to social distancing. The teams involved will be rotating on a weekly basis.

We will be making provisions at all locations to collect and deal with any incoming post but would ask that where possible you utilise email for communications with us during these times.

Non-essential business travel

All non-essential business travel has been discontinued until further notice. All of our staff have the capability to use teleconference and video conference facilities which will enable us to remain in close contact with you and host and attend virtual meetings.

Impact on pension administration services on behalf of pension schemes

Further to the factsheet we issued earlier this month, dated Wednesday 4 March, our Senior Management team continues to convene on a daily basis to ensure that we are continuing to put the necessary protocols in place to minimise disruption to our services.

Our plans have evolved quickly and a revised factsheet for all of our administration clients can be downloaded here.

Should any further changes be made to our operating model then we shall inform you as soon as possible.

Wellbeing of staff and clients

Throughout our history we have put our clients first, helping them navigate through a range of challenges. We are confident the measures we are implementing will enable us to continue to serve you with minimal interruption, provide the level of service and support expected from Broadstone whilst ensuring the safety of our employees.

Our Senior Management team meets on a daily basis to discuss any changes required to our working arrangements or if any further preventative measures need to be taken to protect the welfare of our staff. All staff are regularly communicated with to provide them with the most recent and relevant advice and guidance from the government/NHS.


We will keep you updated with any changes to our strategy as well as key information regarding the investment markets, pension schemes and employee benefits options.

Please continue to contact us through our usual channels if you have any questions at all.

Grant Stobart

CEO – Broadstone Group