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XPS ISSUES

Welcome to the XPS issues page where you will find items relating to XPS and your pension.  Items in relation to XPS have previouslyy appeared on various pages within the website.  However, with the creation of the XPS ISSUES page all maters relating to XPS will be located in one section of the site and available for all to see at the click of a button.  Historical items will also be moved to this page in order that members can have a single point of reference to XPS.


XPS - DEDICATED CONTACT POINTS
 

Following the recent meeting of the all Wales Pension Board XPS have now issued dedicated contact points in relation to each of the Welsh forces they operate on behalf of.  The dedicated details for pensioners within South Wales Police are:

 

Dedicated telephone number - 0330 054 5504
 

Dedicated email address - SouthWales.Police@xpsgroup.com

 

Dedicated Welsh language line - 0203 8669545

06/2026 PB

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NARPO UPDATE STATEMENT RE P60 ISSUES

The following statement is issued on behalf of the Branch Secretaries for Cardiff, Glamorgan and Swansea Branches:

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UPDATE:

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Discussions took place yesterday with SWP & XPS in relation to the issue of the P60’s as a result you saw yesterday the circulation from XPS over the printing issue.

 

For your information both XPS and SWP were reminded that those pensioners who had opted out of the online payslips were and are still entitled to receive their paper copies.

 

This relates to only those that opted out on the changeover.

 

Members are reminded that if there is an issue with the HMRC or tax code then this can only be resolved personally with HMRC.

If when this is completed and the issue has come from an error on behalf of the pension administrator, then details are required to be sent to the Branch secretaries for collation and taking forward at the All Wales Pension Board & the NARPO Pension Board.

 

In relation to the P60’s the legal deadline for their production is the 31st May of each Year, details of the requirement can be found on the .gov website.

 

“Employers must issue a P60 to every employee who is working for them on the last day of the tax year (5 April). These must be provided on paper or electronically by 31 May following the end of the tax year.”

 

Please note the bold section, where the supply electronically is sufficient, so they have met the requirements of the government by the correct ones being on the site.

 

For those that have not had their's uploaded yet please monitor the site and inform us if a breach happens.

 

Thank You 

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NARPO Branch Secretary’s 

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05/2026 PB


XPS P60 ERROR STATEMENT
 

Following on the work of our branch secretary Mr Paul Hayes earlier today, the following message has been received from XPS in relation to a printing error involving the issuing of the P60 Tax Forms:

 

Notification of print error for P60 statements for the tax year 2025/26 for your pensioner members

 

I am so sorry to have to inform you that a print error has occurred within the recently published P60 statements for the tax year 2025/26 for your pensioner members.

 

XPS has arranged for our printers, Bottomline, to reissue corrected replacement P60 statements for the tax year 2025/26 to your pensioner members via first class mail today.

 

The replacement P60 to your pensioner members has the following accompanying note included as follows:-

 

“Please find enclosed a replacement P60 for tax year 2025/26.

 

This replaces the one that we have recently issued which contained a print error in the ‘Pension Paid by Us’ column. 

 

Please ensure that the original P60 is securely destroyed and that you only refer to the enclosed updated document.

 

Please note that this error was not caused by the change in software and all information held both on the software and provided to HMRC for Year End purposes is correct.

 

Please accept our sincere apologies for any inconvenience caused by this error.”

 

I wanted to reassure you that this error is not connected to the transition from Altair to Aurora in any way. Bottomline are extremely apologetic for this print error and have been a trusted supplier to XPS for over 25 years.

 

XPS has discussed this error with the senior management team at Bottomline, and measures have been put in place to ensure such printing errors will not occur again in the future.

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05/2026 PB


XPS ISSUES & WIDOWS/WIDOWERS
 

As a result of the current issues involving XPS and the HMRC.  We would ask that any members who are aware of widows, widowers or those family members who are caring for retired officer that are experiencing concerns over the documents they are receiving or reading about.

Could you kindly notify the relevant NARPO branch Secretary in order that any additional welfare concerns can be identified and where necessary resolved.  Your local NARPO Branch committee members are fully aware of the anxiety this issue is causing and where possible offer assistance to those who need it

03/2026 PB


XPS ISSUES - NARPO RESPONSE
 

Following a meeting with the branch Secretaries of NARPO covering the South Wales Police area the following statement has been issued with regards the current situation involving the error made by XPS.

For the attention of South Wales Branch Members

 

We would like to let members know that the matter with XPS & HMRC is at present in hand and that there is no need for action at this time.

 

XPS has confirmed that the mistake has been rectified and the correct paperwork has been submitted to HMRC.

 

They state it will take 7 to 10 days for the matter to sorted on individuals accounts.

 

The matter is in hand and at present you don’t have to do anything as yet.

 

The statement issued by XPS who are the ones who made the mistake & other than repeating the statement, I have been told that they are working through the problem with HMRC and it will take 7 to 10 days to rectify the issues.

 

We have asked XPS to send a pension slip for next month as you know most don’t get one unless there’s a change to your pension now, but I have requested all pensioners receive one to help if there are any changes that need to be addressed.

 

NARPO HQ has been informed are assisting from their side in this matter.

 

I have also been contacted by finance at SWP and they have also even though it is believed to not be their fault have apologised to our members for the issues it has caused.

 

If anyone has any issues please contact your branch secretary.

 

NARPO SOUTH WALES BRANCH REPRSENTATIVES

03/2026 PB

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LATEST XPS UPDATE 04/03/2026

The following update has been received by Mr Paul Hayes (Branch Secretary) and is published her for the information of members and readers.

Dear Scheme Member,
 

Further to the email we sent yesterday, we have subsequently been informed by HMRC that they have not updated all pensioner records as first stated. 

Therefore, it is possible that, if you go on to your online HMRC record on Gateway, the erroneous line may still show with a value. 

HMRC has confirmed that they expect this to be corrected for all pensioners by 10 March 2026, but they are working through the records, so it may happen sooner.

Please accept our apologies once again. 

Please be assured that XPS are in dialogue with HMRC about correcting your record and there is currently no action for you to take. However, we are unable to check your personal tax records to confirm when this correction has taken place, so we recommend that you monitor your account over the next 7-10 days. 
 

If you have any concerns, we are here to support you, so please do get in touch on 0330 054 5504 or 0203 866 9545 (Welsh language users).
 

Regards,

XPS Group 

PO Box 485 | Middlesbrough | TS1 9EE

www.xpsgroup.com

03/2026

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XPS & HMRC ERROR 

The following update has been received from NARPO Wakefield and is published here for the benefit of our members and readers.

Colleagues,

 

Following some concerns being raised in relation to the deleting of historic data on the XPS systems which is due to take effect from 31st January 2026, following discussion with  XPS please see below an more in depth explanation of the changes for the information of XPS members and some reassurance as to the limited effect this is likely to have.
 

The situation with the historical documents has been under review with the wording in the flyer intending to mitigate against a situation where they would not be available. However, the position with the new website is now clear with a solution that, we believe, should not cause members any issues. What will remain available is as follows:

  • P60s - last 6 years

  • Payslips - From month 7 of 23/24 tax year onwards

  • PSS - All historical (published)

  • RSS - All historical (published)

  • Quotations - All historical (published)

  

From Monday, 2 February, members that are already registered for MSS will start to receive an email inviting them to visit the new MyPension site and reverify their account.  These will be sent in batches to ensure members have the correct level of support from XPS with any queries during the login and registration processes, whilst also protecting service levels.

 

Their usernames will be ported over to Aurora to facilitate the reverify process, although there are some members whose MSS usernames already exist in Aurora (as part of another pension arrangement). 

 

These members cannot go through the reverify process and will need to be treated as a first-time registration. They will therefore be issued with a new temporary username and password. (They will receive these in separate emails on the same day.)

02/2026 PB

XPS ACCESS 

Some of the most frequent questions we are asked is how can I access my XPS account?  How do I find out what my spouse will get as a pension if I pass away? How do I contact XPS ? etc.

To assist, XPS published a revised Members Self Service User Guide in November 2023.  This guide will help you from the point of registration though to answering most of your queries especially if you are new to retirement or perhaps new to 'ON LINE' accessing of you account.

To view/download a copy of the user guide simply CLICK HERE 

09/2025 PB

XPS - PENSION NOTIFICATIONS

Many retired officers are commenting on various Facebook groups, including NARPO Cardiff, that they are not receiving paper-based copies of the monthly pension notifications.  This is also followed by entries asking how the pensioner can get the information online.  In order to assist those who wish to access their pension notifications online the below is a guide on how to set up an account with XPS and how to access the account once it is set up:

1. SETTING UP AN ACCOUNT

FIRSTLY make sure you have the following details:
 

  • National Insurance Number

  • Date of birth

  • Email address


Go to www.myownpension.co.uk  From the welcome screen select POLICE PENSION SCHEME

On the next screen from the GREEN COLOURED HEADER BAR select MEMBER SELF SERVICE.
When the next screen appears click the GREY Coloured button SIGN UP TO MSS  
On the next screen CLICK on SIGNUP and follow the instructions presented on the next screen pressing the SIGNUP button when completed.

2. LOGGING IN AS MEMBER:

Go to www.myownpension.co.uk  From the welcome screen select POLICE PENSION SCHEME
On the next screen from the GREEN COLOURED HEADER BAR select MEMBER SELF SERVICE.
When the next screen appears click the LIGHT BLUE Coloured button LOGIN TO MSS  
Follow the on-screen prompts for information e.g. User Name, Password and verification data check. These will have been set up by you when setting up your account.

Once logged in you will have access to your XPS online record including payment notifications etc.

TIP:  There is a lot of information here, but please check out the box marked PENSION DETAILS it will provide you with details of your current annual pension figure.  BUT, more importantly, it also provides a figure relating to your Contingent Long Term Spouse's Pension.  If this figure is blank or £0.00 contact XPS advising them their records are incorrect providing them with details of your spouse etc and they will update the record accordingly. This figure is the pension your spouse will receive once you pass away.

If you have any queries please contact XPS and not the author

09/2023

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