Lornefield Pensions Administration / BB-Demo – Renewal
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Lornefield Pensions Administration: documents · 2026-01-07 09:45
Douglas Baird, the COO, opened the renewal by flagging lower usage and said the group reviews renewals centrally, so he cannot commit. Daniel Okafor proposed manager sessions and a trustee value summary. Douglas thinks the 2 Feb 2026 close date is optimistic.
What was said
What this says
Current to 10 Oct 26Douglas Baird, the COO, opened the renewal by flagging lower usage and said the group reviews renewals centrally, so he cannot commit. Daniel Okafor proposed manager sessions and a trustee value summary. Douglas thinks the 2 Feb 2026 close date is optimistic.
What happened: Daniel Okafor confirmed about eight active people on an average day, roughly a third below the previous quarter. Imogen Hartley put it down to two active managers leaving in the autumn and their replacements not adopting it.
Customer view: Douglas said the trustees see a falling usage figure against an unchanged sum. Imogen said the users who remain are keen but are the same few people.
Commercial: Morag Lindsay, the Finance Manager, had Daniel confirm Growth, forty users, £44,000 a year, running to 2 Apr 2026, with a renewal starting 3 Apr 2026. Douglas said renewals are decided centrally and called the CRM close date of 2 Feb 2026 optimistic.
Watch: key-person concentration and no commitment from the group. The renewal depends on the trustee value summary and on the newer managers adopting the brain.
Themes
Current to 9 Oct 26Theme
Renewal, usage dip, trustees
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends session times for the newer managers by the end of the following week.
- Daniel gets the trustee value summary to Douglas before the next conversation.
- Daniel confirms the invoice period in writing for Morag Lindsay.
Risks
Current to 9 Oct 26- Usage has fallen and a few people ask most of the questions, so the Growth renewal could be questioned at group level.
- Renewals are reviewed centrally and Douglas Baird cannot promise anything, so the CRM close date of 2 Feb 2026 looks optimistic.
Opportunities
Current to 9 Oct 26- Practical sessions for the newer managers on their own schemes could widen use across the forty licensed seats.
- A trustee value summary based on questions asked gives Douglas a case to take to the group.
Transcript
Daniel Okafor NoneGood morning, everyone, and thank you for your time. Let me check who's joined. Douglas, Imogen, Morag, and Nell is here with me. Is that everyone?
Douglas Baird NoneGood morning, Daniel. Yes, I believe that is everyone. A happy new year to you all, and thank you for arranging this so early in the year.
Imogen Hartley NoneMorning all. Happy new year. Sorry, I'm in a car park with a laptop on my knee, so if I vanish, it's the signal.
Nell Ashcombe NoneMorning, and happy new year. Douglas, what do you need to leave with? We've got forty minutes.- Douglas Baird NoneThank you, Nell. By way of summary, the contract comes to its end in the spring, and the renewal is open. The usage figures I have seen are lower than I would have liked, and I should welcome a candid discussion of what that means and what the group is likely to ask of me.
- Daniel Okafor NoneThank you, Douglas. I'd rather be candid, too. You're on Growth, forty licensed users, forty-four thousand for the year. Over the last month, about eight people have been active on an average day, which is roughly a third lower than the previous quarter.
- Imogen Hartley NoneAnd I'll own part of that. The festive period was always going to dent it, but the dip began before that. We lost a couple of the most active managers to other work in the autumn, and the people who replaced them haven't got into the habit.
- Nell Ashcombe NoneThat's useful, Imogen, thank you. I'd add that it's not a fault. There's been one ticket this month and it wasn't a high-priority one. This is about people, not the platform.
- Douglas Baird NoneI appreciate that distinction, Nell. However, the trustees, in fairness, do not distinguish. They see a figure that has fallen and a sum that has not.
- Daniel Okafor NoneThat's a fair way to put it, and I'd like to help you answer them properly. How is the team finding it, Imogen, among the ones who do use it?
- Imogen Hartley NoneThose who use it are as keen as ever. The same few people, though, and that's the risk I'd name. The real question is how many of the newer managers we can bring in before the spring.
- Nell Ashcombe NoneWhat would the brain say? It'd say a handful of people ask most of the questions. That's a key-person pattern, and I'd rather we say so ourselves than have you find it.
- Douglas Baird NoneI am obliged for your frankness. I would ask what, in practical terms, you propose.
- Daniel Okafor NoneThree things. Practical sessions for the newer managers, on your own schemes, early next month. A short value summary for the trustees, using questions asked and what they were used for. And a review of the numbers a few weeks before the contract end, not at it.
- Imogen Hartley NoneI'll commit to the sessions. I'll pick the people. I can't promise it fixes everything, but I've seen this work.
- Douglas Baird NoneThat is, I think, as much as one could ask. Morag, I believe you wished to raise a point.
Morag Lindsay NoneYes, thank you. For our records. I want the contract period and the amounts straight before anything is agreed. Can you confirm the order form says Growth, forty users, forty-four thousand a year?- Daniel Okafor NoneYes. The order form says Growth, forty users, and the annual figure is forty-four thousand. That's also what's been invoiced. The accounts and the order form agree.
- Morag Lindsay NoneGood. And the period it covers. The last invoice ended on the second of April, so the next should start on the third. Can you confirm that for our records?
- Daniel Okafor NoneThe contract runs to 2 Apr 2026, so a renewal would start on 3 Apr 2026. Yes, that's right. I'll make sure that is on the face of the next invoice.
- Morag Lindsay NoneThank you. Then I've nothing else on the numbers. Any commitment would be Douglas's call, and not mine.
- Douglas Baird NoneIndeed. And I should be plain on this point. The group's position is that renewals are reviewed centrally, and I am not in a position to make any promise on its behalf today. I would welcome a conversation once the summary is available.
- Nell Ashcombe NoneUnderstood, and we won't hurry you. Does that conversation have a date in mind? Your deal sits in our system as expected to close early next month, and I'd rather we're realistic.
- Douglas Baird NoneEarly next month, specifically 2 Feb 2026, is your system's view, I take it. I think that is optimistic. I would prefer to speak again before then, and see how matters stand.
- Nell Ashcombe NoneFair enough. We'll treat it as a working date, not a promise. Daniel will fix a time.
- Daniel Okafor NoneI will. Just to close the loop. Imogen picks the managers and I send session times by the end of next week. The trustee summary comes to Douglas before our next conversation. And I'll confirm the invoice period in writing for Morag. Anything else?
- Imogen Hartley NoneNothing else from me. Thank you all. Best, Imogen.
- Douglas Baird NoneThank you, all. Kind regards, Douglas Baird.
- Daniel Okafor NoneThank you. Best wishes, Daniel.
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