19 January 2026
Trafalgar House, a specialist third-party pensions administrator, today announced major upgrade plans for their communications technology further enhancing member engagement through a new partnership with Smart Communications, a global leader in customer communications management.
The rollout will begin with retirement communications and will then extend to a broader range of communication materials including transfer quotes, benefit statements and deferred member letters.
Daniel Taylor, Client Director at Trafalgar House, said: “Good communication isn’t just about efficiency; it is about trust. Our latest Trust & Confidence Index showed that overall trust in the pensions industry slipped slightly in 2025 to 5.23 out of 10, a clear signal that the industry needs to communicate more clearly and consistently if we’re to strengthen member confidence.
“For many members, pensions can still feel distant or confusing, so information must be not only accessible but meaningful and impactful. By investing in smarter, more adaptable systems, we aim to deliver communications that help rebuild that trust.”
Taylor continued: “As demand for more flexible, personalised and multi-channel communications increases, we must ensure our technology remains ahead of the curve. That includes not only upgrading the tools themselves but also strengthening the way we monitor and refine communications over time to make sure they genuinely meet member needs.
“This partnership gives us the adaptability to scale up personalised engagement, expand digital delivery, and integrate communications across channels and touchpoints as member expectations evolve. It allows us to meet the growing complexity of scheme-specific requirements while offering the flexibility needed to deliver meaningful communications, whether by post, portal or digital interaction”.
–ENDS–
