National Care Group transforms pension engagement

National Care Group’s 2,900+ employees were disconnected from their pensions – struggling with poor visibility, unengaging technology, and zero educational support from their previous provider. Now with NatWest Cushon’s innovative platform, they’re seeing unprecedented engagement. 

Company overview

National Care Group (NCG) is one of the UK’s leading social care providers, with more than 2,900 employees who work varied shift patterns around the clock, seven days a week, across multiple sites. The organisation is deeply committed to colleague wellbeing, with financial wellness being a key pillar of its broader wellbeing strategy – alongside a strong focus on ESG initiatives.  

The NatWest Cushon impact

Since joining us, NCG has achieved: 

• 56% app downloads across 2,900+ employees working varied shifts at multiple sites

• 455 pension transfers completed as employees brought their retirement savings together

• 45% monthly active users maintain consistent engagement with their pension planning

• 9/10 satisfaction rating for both implementation and ongoing support experience

The challenge: Employees left in the dark about their pensions  

When NCG approached us, they were clear about what wasn’t working with their previous provider. We understood their vision, and it wasn’t just another run-of-the-mill pension provider going through the motions, especially when it came to the financial wellbeing of their colleagues. 

Clear, educational communications and informative webinars were their priority. They needed their colleagues to fully understand their new pension arrangement.  

Care workers with demanding schedules needed simple, transparent pensions. Their previous provider’s cumbersome login process left many in the dark about their savings. 

We knew the right path forward: employees needed better accessibility, genuine education, and investment options that reflected their values. 

The solution: NatWest Cushon champions NCG’s vision for a brighter future

When NatWest Cushon entered the picture, we didn’t just promise better service – we built our entire approach around NCG’s vision for financial wellbeing and climate-focused investing.  

We designed our pre-launch programme to reach all 2,900+ employees across NCG’s sites, ensuring everyone understood their new pension before the switch.  

With our Regional Client Success Manager, Rachel Methven, leading the way, we designed multiple touchpoints to reach employees working different shifts across all sites:  

• Four educational webinars: Two pre-launch sessions introducing our sustainable investment approach and app functionality, and two sessions walking members through pension transfers 

• On-site ‘lunch-and-learn' sessions: Meeting employees during their breaks to answer questions face-to-face 

• One-to-one support sessions: Individual guidance for employees needing extra help understanding their options 

Next came the implementation challenge: 18 different payroll entities and 2,900+ members to migrate. Our team worked methodically through each system, keeping NCG informed at every step. 

The impact: When care workers start caring about their pensions

Our approach with NCG exceeded expectations. Within the first 6 months, 56% of NCG’s employees had downloaded our app – which is quite a feat for a sector where digital engagement traditionally struggles. And with 45% who are monthly active users, we’ve created lasting engagement. 

But NCG’s care workers weren’t just using our app – they were taking control of their financial futures, with 455 pension transfers to our platform now completed. For hourly workers who had struggled with pension accessibility, our solution represents a transformation. 

For NCG’s leadership, our partnership reinforces financial wellbeing across their workplace culture:  

In the end, we delivered exactly what NCG needed: education that reached shift workers, an investment strategy perfectly aligned with their ESG commitments, and technology that simplified pension access. The results prove that with the right support, pension engagement can flourish in any sector. 

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NatWest Cushon