A new report from Independent Age highlights long and complex application forms for pensioner entitlements

An older person applying for financial support through four main entitlements could have to answer 450 questions as part of a long and complex application process. according to new research from national charity Independent Age.

This could take up to four hours with the help of a trained adviser, and even longer if a person is attempting the process without support from a professional. These entitlements include Pension Credit, Attendance Allowance, Housing Benefit and Council Tax Reduction.

In their new report, “Jumping Through Hoops“, the charity looked into older people’s experiences of navigating the social security system in the UK. Through in-depth interviews with older people on a low income, they discovered that an overly complex system is preventing many people in later life from receiving all the money they are entitled to.  Independent Age found that the number of entitlements available caused confusion, and each one requires its own form which can be time consuming to complete.

The research found that certain groups can find the application process more difficult, including those with no internet access, those with mental or physical health conditions and those with low literacy levels.  The interviews also revealed that many older people feel a sense of stigma and shame when asking for financial help, and the long complex application process could prevent many from seeking out support.

Low take-up

Certain types of support for people in later life, including Pension Credit and Housing Benefit, have low take-up. The latest Pension Credit take-up figure is 65%, meaning up to 760,000 low-income households, or 970,000 individuals are missing out financial support they are entitled to, with £1.5 billion going unclaimed. Despite attempts by previous UK Governments to boost Pension Credit take up, including awareness campaigns, numbers have remained low. 

The latest Housing Benefit take-up number is 83%, meaning 270,000 older households are missing out, with £1.1 billion currently going unclaimed. 

Independent Age is calling on the UK Government to develop a take-up strategy for all entitlements that removes the barriers faced by many people in later life when navigating through the social security system. 

Independent Age Chief Executive Joanna Elson CBE said:

“It is clear that the UK has a social security system that is far too complex and difficult to navigate, and while there are numerous entitlements available, many people in later life are often unable to access potentially life-changing support as a result. Something has to change.

“There are currently around two million older people living in poverty, and a further one million are precariously on the edge. The UK Government and local authorities must work together to drive take-up for benefits such as Pension Credit and Housing Benefit. There needs to be an entitlement take up strategy that tears down the barriers that make it so  difficult to understand the system, and in some cases, inaccessible for many people in later life.

“The strategy should include plans to simplify and streamline the application process, people shouldn’t have to spend hours answering hundreds of questions. The DWP should also investigate the feasibility of automating or semi-automating certain entitlements, as this could help get money into the pockets of those who need it.” 

Kelly Conlan, Advice and Support Manager at Independent Age, said:

“Our helpline regularly receives calls from worried older people who know there is financial support out there but are daunted by the challenge of applying because of the sheer scale and complexity of the process. Older people across the country are sitting in cold homes and only eating one meal a day. It shouldn’t be so difficult to apply for support that could make a huge difference to their quality of life.

“It is important for older people to know that while the system is complex, there is help available. Our trained advisers run free welfare benefit checks and support people to fill out the application forms.

“If you are an older person that is worried about your financial situation, please call our free helpline on 0800 319 6789.”

Full report: https://www.independentage.org/sites/default/files/2025-02/Jumping_through_hoops.pdf