Pension Credit Journeys: A report by Verian

Question 1

Executive summary

Accepted Answer

Research context

The Department for Work and Pensions (DWP) wished to conduct research to build its evidence base around awareness of Pension Credit (PC) due to the largely static levels of PC take-up. This research was also intended to provide insight into the key factors which influenced pensioners’ decision to apply or not apply for PC. The research was designed to explore the in-depth views and experiences of those receiving PC and potential entitled non-recipients of PC. It was qualitative in nature and therefore not generalisable to the population.

Participants were recruited across four strands using purposive sampling^{[footnote 1]}. These strands were:

New PC recipients: Consisted of people with as recent a claim start date as possible
Supporter of a new PC applicant: Informal advisers or supporters of new PC applicants, which included friends, family members, carers or other people in the recipient’s support network
Existing PC recipients: With claim dates between January 2020 to July 2024, and July 2024 to December 2024. These dates aligned with key announcements related to the Winter Fuel Payment (WFP) in July 2024. Recipients were selected that had claim dates both before and after the 2024 to 2025 policy change
Entitled non-recipients: Consisted of people who were identified as being potentially entitled to PC based on a drawing together of DWP and HMRC records, but who did not receive PC at the time of the research

70 interviews were conducted with participants.

Summary of key findings

Awareness and understanding of PC and passported benefits^{[footnote 2]}

Recipients and those who supported them with their applications largely understood PC to be a top-up to their pension, particularly for those who had a low income. Beyond high-level understanding of what PC was and who it was for, understanding of specific eligibility criteria was low among participants. It was common for participants to not understand the eligibility criteria at the point of applying, with many saying they thought they would just ‘give it a try’. Certain groups had higher levels of understanding about PC. These included those who had already applied for PC before and were reapplying.

Participants’ awareness of passported benefits also tended to be limited, apart from when benefits had been lost previously or they were already receiving them. Entitled non-recipients had a varied awareness and understanding of PC. There were those who had never heard of PC, whereas others had some prior knowledge and understanding. Overall, this was through participants having researched their eligibility in the past by phoning DWP or looking online.

Reasons for applying or not applying for PC

Participants were motivated to apply due to financial necessity, changes to circumstances, and encouragement from people in their lives. Awareness and knowledge of passported benefits played an important role in motivating applications. The prospective loss of WFP or the need for a free TV licence prompted application or reapplication. Other passported benefits such as the help with NHS costs and dental treatment were typically discovered after PC applications. Lack of awareness and misconceptions about eligibility were major barriers to applying for PC. Many participants did not know they were eligible or assumed that savings, home ownership, or a partner’s income made them ineligible. Supporters of new PC applicants tended to be children, spouses or siblings of PC recipients who were already providing support with financial and administrative tasks for their family members. They supported recipients to apply for PC due to physical, cognitive and language barriers among recipients, and supporters’ better ability to access information using digital technology.

Future consideration of PC among entitled non-recipients was linked to improved awareness and potential changes in financial or personal circumstances. They expressed interest in applying if there was clearer information available. Passported benefits also sparked interest and would make them contemplate applying in the future.

Experience of the application process

Overall, participants found the application process to be simpler and quicker than expected. Positive experiences were often due to feeling that communications during the process were clear. The choice of application modes catered to different preferences which participants appreciated. Negative experiences were usually due to finding communication inconsistent and confusing or participants feeling overwhelmed by the application process.

Pre-existing access to other benefits shaped participants’ experience with the PC process. Participants or supporters who had interacted with DWP before, or who already receive other benefits, were often prompted to apply for PC whilst applying for other benefits such as Housing Benefit, or to regain lost benefits e.g. WFP, or TV licence.

Supporters of new PC applicants tended to complete the full application on behalf of the recipient, or the recipient was partly involved through helping to provide key information for the application such as their National Insurance number. Supporters of new PC applicants largely found the application process manageable but felt it would be a complicated process for recipients without support. The process was sometimes described as unnecessarily long-winded, complicated, and confusing, especially for those reapplying for a parent for PC after a bereavement.

Impact of receiving or not receiving PC and passported benefits

Participants who were receiving PC were grateful for what they received but some still struggled to afford some basic needs and were worried about rising costs. Participants described several strategies used to save money such as reducing or removing spending on things they like to do in life such as hobbies, travel, and socialising with friends. Although overall participants generally struggled with essential costs, some participants described an increased ability to afford both essential and non-essential costs.

For some, struggles with ill health affected the potential positive impacts PC may have had on participants’ lives, though some participants described an overall improvement to their wellbeing due to receiving PC and passported benefits.

Entitled non-recipients shared mixed experiences of their ability to be able to afford their essential costs but some felt receiving PC could have a positive impact on their lives in the future.

Social networks and support systems were the key driver of quality of life among all participants. Participants’ overall outlook on life and their wellbeing also tended to affect perceptions of their quality of life.

Question 2

Acknowledgements

Accepted Answer

We would like to thank all the people who gave up their time to participate in this research and share their experiences with us. We would also like to thank Department for Work and Pensions colleagues, particularly Noor Sheikh, Helena Wilson, Lucy Booth and Angela Plessas who provided valuable input and support throughout this research. Finally, thank you to Verian colleagues Ciara Cremin, Joanna Bolton, Sandra Ridgeon, Lucy Campbell, Hannah Bradbury, and Molly Bond for their work delivering this research.

Question 3

Glossary

Accepted Answer

Term	Explanation
Attendance Allowance	Attendance Allowance helps with extra costs for people who have a disability or health condition severe enough that they need someone to help look after them.
Council Tax Reduction	Council Tax Reduction (also known as Council Tax Support) is a benefit to help people who are on a low income or claiming certain benefits to pay their Council Tax bill. People can make a claim whether they own their home or are renting.
Employment Support Allowance (ESA)	People can apply for Employment and Support Allowance (ESA) if they have a disability or health condition that affects how much they can work. Income-related ESA is being replaced by Universal Credit (UC) for new claimants. This is expected to be completed by April 2026.
Free TV Licence	People aged 75 or over who are entitled to PC qualify for a free TV licence. People who are visually impaired or in residential care can apply for a discount.
Guarantee Credit	Guarantee Credit is part of Pension Credit. It provides a top-up to a person’s income if it is below a certain weekly level. It ensures that people have a minimum income for their retirement.
Housing Benefit	A means-tested benefit designed to help people on a low income with their rent and some housing costs, administered by local authorities. It is being replaced by Universal Credit for most working-age claimants, apart from those over pension age or under pension age but living in temporary or supported accommodation.
Income Support	A means-tested benefit designed to help people below State Pension Age on a low income with their living costs. It is being phased out and replaced by Universal Credit.
Passported Benefits	Additional benefits or schemes that people may be entitled to because they receive certain qualifying benefits, such as Universal Credit, Income Support, or Pension Credit.
Pension Credit (PC)	Pension Credit (PC) is a means-tested benefit that gives people extra money to help with their living costs if they are over State Pension age and on a low income. PC can also help with housing costs such as ground rent or service charges.
Personal Independence Payment (PIP)	A non-means tested benefit payment for people with a disability, or long-term physical/mental health conditions that have difficulty performing everyday tasks or getting around because of their condition. It replaces the Disability Living Allowance for most except for children under 16 and those born before 8 April 1948. People who are of State Pension age or older cannot make a new claim for Disability Living Allowance but can continue receiving it providing they still meet the eligibility criteria.
Savings Credit	Savings Credit is part of Pension Credit. It is available to people who reached State Pension age before 6 April 2016 and have some savings or retirement income. Savings Credit can be paid in addition to Guarantee Credit, or on its own if a person’s income is above the level for Guarantee Credit.
State Pension	A regular payment from the UK government that people can claim when they reach State Pension age. The amount depends on the person’s National Insurance record.
Universal Credit (UC)	A means-tested benefit payment for people of working age, including those who have health conditions or disabilities, to help with their daily living costs. A person may get Universal Credit if they are out of work or in work and have low earnings.
Warm Home Discount Scheme	A one-off discount of £150 off the electricity bill for people in England or Wales who receive Pension Credit or another means-tested benefit. People in Scotland automatically qualify if they receive the Guarantee Credit part of Pension Credit.
Winter Fuel Payment (WFP)	A payment of between £100 and £300 to provide support for heating costs for people of State Pension age and above in England and Wales. For winter 2024 to 2025 only, people also had to be entitled to PC or certain other means-tested benefits or tax credits. From winter 2025 to 2026, the WFP is paid to all qualifying pensioners but recovered from those who have an annual income over £35,000 through the tax system. Pensioners in Scotland receive the Pension Age Winter Heating Payment instead.

Question 4

1. Introduction

Accepted Answer

Chapter summary

DWP wished to conduct research to build its evidence base around awareness of Pension Credit (PC) and help inform initiatives aimed at increasing take-up.
The research was designed to explore in depth, the views and experiences of those receiving PC and potential entitled non-recipients of PC. It was qualitative in nature and therefore not generalisable to the population.
Participants were recruited using purposive sampling^{[footnote 3]} and 70 in-depth interviews were conducted with participants of pension age and their supporters (such as family members or carers).

1.1. Policy context

Pension Credit (PC) is an income-related benefit intended to support low-income pensioners with their living costs. In addition to providing a weekly top-up, PC also passports to other benefits such as help with energy bills through the Warm Home Discount Scheme and Cold Weather Payment, Housing Benefit Council Tax discounts and help with certain NHS costs as well as free TV licences for those over 75. Take-up of PC has been largely static over the long term, therefore there is significant interest in better understanding the factors that can increase take-up and the reasons why some people do not claim this benefit to which they are entitled.

The government announced changes to the eligibility criteria of the WFP in July 2024^{[footnote 4]}. DWP undertook a range of activities to maximise the number of pensioners claiming PC and therefore qualifying for WFP around this time. At the time of the research, statistics^{[footnote 5]} showed that between the government’s announcement in July 2024 and 23 February 2025, DWP had received 235,000 PC claims, which was an increase of 81% when compared with corresponding periods in 2023 and 2024^{[footnote 6]}.

DWP wished to conduct research to build its evidence base around awareness of PC and to provide insight into the key factors which influenced pensioners’ decision to apply or not apply for PC as well as their experience of claiming and the ‘customer journey’.

The findings will help to inform future efforts to target activities aimed at increasing take-up of PC.

1.2. Research methods

1.2.1. Research design and research questions

The main objectives of this research were to:

understand the PC recipient journey at each stage
identify factors influencing pensioners’ decisions to apply for PC – specifically understanding the ‘tipping point’ that leads to the decision to apply
identify barriers to claiming PC
provide insights into the lives of PC recipients to inform policy and decision-making, feeding into the Pensioner Poverty evidence base

Please note this research was designed to explore the views and experiences of those receiving PC and entitled non-recipients of PC. This research was qualitative in nature and therefore did not aim to produce findings generalisable to the population. The data reported in this document has not been designed to provide statistically representative analysis of PC recipients and entitled non-recipients. The report uses the terms ‘participants’ to refer to the overall group of people who were interviewed.

1.2.2. Sample

Overall sampling strategy

Purposive sampling was used to recruit participants. An agreed set of primary and secondary criteria were used to inform the sample frame for recruitment. Purposive sampling is a non-probability sampling technique where researchers intentionally select participants based on their specific characteristics to answer a research question. Participants were recruited across four strands. These were:

New PC recipients: Consisted of people with as recent a claim start date as possible
Supporter of a new PC applicant: Informal advisers/supporters of new PC applicants, which included friends, family members, carers or other people in the recipient’s support network
Existing PC recipients: With claim dates between January 2020 to July 2024, and July 2024 to December 2024. These dates aligned with key announcements related to the WFP in July 2024. Recipients were selected that had claim dates both before and after the 2024 to 2025 policy change
Entitled non-recipients: Consisted of people who were identified as being potentially entitled to PC based on a drawing together of DWP and HMRC records, but who did not receive PC at the time of the research

The primary criteria for recruitment for new PC recipients were PC type (Guarantee Credit, Savings Credit or both), age and gender. The primary criteria for recruitment for existing PC recipients were PC type, age, gender and claim date. New PC recipients and existing PC recipients were recruited via DWP-provided sample. Supporters of new PC applicants were recruited using a snowball recruitment approach from new PC recipients and therefore did not have any set primary criteria. Potential entitled non-recipients were recruited via DWP-provided sample and the primary criteria were age and gender.

A full breakdown of the sample frame and achieved quotas are included in Appendix 1.

1.2.3. Overview of research activities

The research consisted of 70 in-depth interviews with participants of pension age and their supporters. The interviews took place via telephone from July to September 2025 and lasted up to 60 minutes.

Recruitment

There were several learnings from the recruitment process for this demographic. Firstly, a notable proportion of the sample did not use the internet regularly or at all. This digital exclusion led to some barriers to communication and recruitment, such as the need to deliver interview details by telephone and subsequent reliance on the participant to retain this information. Reminder calls were made to participants but there was sometimes difficulty getting through due to call-screening systems like Call Guardian that could not receive voicemails.

Some participants had cognitive or memory-related conditions which made sharing information about the research more difficult. There was also a lack of trust about the legitimacy of the research where potential participants or their family members were concerned about scams. Based on feedback from participants and experience on similar research projects, including a verifiable DWP contact number for confirmation purposes could have significantly improved trust and uptake^{[footnote 7]}.

Development of fieldwork materials

Verian and DWP held research design sessions to identify the areas of research to prioritise for the fieldwork. In collaboration with DWP, Verian designed flexible discussion guides which formed the basis of each interview. The research materials are included in Appendix 2.

1.3. Data analysis

Verian conducted inductive framework analysis to organise the data into themes and identify prevalent patterns emerging from the data. Further analysis of the interview transcripts was carried out to provide direct quotes from participants. Data was organised into several sections aligning with the key areas of interest that informed the structure of the topic guide used throughout the interviews. This report discusses the findings from this analysis.

Firstly, the report looks at participants’ understanding and awareness of PC and its passported benefits such as WFP (which was a passported benefit at the time of this research), help with NHS dental costs, Housing Benefit and Council Tax Reductions.

Secondly, it covers reasons why participants applied or did not apply for PC.

Thirdly, it explores the application experience for applicants and their supporters.

Lastly, the report discusses the perceived impact that PC and its passported benefits had on recipients’ lives.

Subgroup analysis

Verian carried out comparative analyses of the interviews among a set of subgroups agreed with DWP on the basis that these were key characteristics related to PC. These were:

gender
age group
type of PC claim – Guarantee Credit, Savings Credit or both
length of PC award– whether they were recent recipients or more longstanding recipients
amount of PC award – the amount received by participants

Subgroups were created based on the information collected from participants during recruitment. This information is based on DWP-provided data and self-reported answers given by participants during the interview. Verian did not ask for any further information from participants following their response.

1.4. Research ethics

Several steps were taken to ensure participants understood the aims of the research and were able to give informed consent at different stages of the research. The objectives of the study were explained verbally during initial recruitment and participants were also provided with a written information sheet outlining who the research was for, how they could get in touch with the research teams, and how their data would be used. Participants were briefed again at the beginning of the interview and reminded that they could take breaks, and they did not have to answer any questions they were not comfortable with. Participants were also given a financial incentive in the form of a shopping voucher as a thank you for taking part in the study.

Interviews were conducted with a team of experienced Verian researchers with expertise in carrying out research with vulnerable audiences. The research team was briefed on the detailed safeguarding processes agreed by Verian and DWP.

Anonymity of participants was ensured throughout the research through the provision of pseudonyms for each participant, the use of password protected files, and through stringent application of Verian’s internal data security procedures. All participants included in case studies in this report have had their names changed to protect their identity.

Question 5

2. Awareness and understanding of Pension Credit and passported benefits

Accepted Answer

Chapter summary

Participants and those who supported them with their applications largely understood Pension Credit (PC) to be a top-up to their pension, particularly for those who had a low income. Those with a more recent claim date tended to spontaneously describe PC in terms of the immediate impact it had on their lives
Beyond high-level understanding of what PC was and who it was for, understanding of specific eligibility criteria was low among participants. It was common for participants to not understand the eligibility criteria at the point of applying, with many saying they thought they would just ‘give it a try’
Certain groups had higher levels of understanding about PC. These included those who had already applied for PC before and were reapplying, and those who were regularly updating DWP about changes to their circumstances
Recipients heard about PC either through official DWP communications at the point of starting to receive their State Pension, or by chance if they had not heard about it at this point. Recipients over 75 years old often described learning about PC by chance, whereas participants aged 66 to 74 more often described hearing about PC from DWP
Overall, there was a disconnect with the term ‘passported benefits’, although recipients were generally aware of at least some benefits you could claim through PC. They often did not become aware of these benefits until during or after their application, however, and could already be in receipt of some of these benefits for another reason
Potential entitled non-recipients had a varied awareness and understanding of PC. There were those who had never heard of PC, whereas others had some prior knowledge and understanding

2.1. Understanding of Pension Credit among existing or new recipients

Pension Credit (PC) was seen as a financial ‘top-up’ to someone’s State Pension. It was spontaneously described as a ‘lifeline’ and a ‘godsend’ by recipients of PC, as well as by their supporters.

Those who had started to claim PC more recently tended to spontaneously describe PC in terms of the immediate impact it had had on their lives, suggesting this was more front of mind for these participants. For example, one recipient described PC as:

A right arm, without it, it would be hard to live, to be honest… it’s one of those where obviously it makes the money up to sort of equal to what I used to have [before becoming pension age]

(New PC recipient, 66 to 74, Male)

Some participants across groups of new PC recipients and existing PC recipients understood PC in reference to passported benefits, such as giving access to support with glasses, dental treatment and heating your home. For example, one participant who recently started to claim PC described it as:

A payment you receive if you haven’t got a big private pension and [have not] got money coming [in]…. It’s something that helps you, you don’t get a massive amount of money, but you get help with things you need like the dentist.

(New PC recipient, 75+, Female)

Once you’re on PC it opens up a lot more windows for things like TV licences.

(Supporter of new PC applicant, Female)

Recipient understanding of eligibility criteria for PC

Participants understood that PC was for those of pension age and tended to be aware that it was intended for those on a lower income and who may be struggling to afford their everyday costs. However, beyond this, understanding of the exact eligibility criteria was low among recipients. It was common for participants to say they applied just to ‘give it a try’, while others delayed applying for PC despite struggling financially, as they assumed they were not eligible.

To be honest, I didn’t even know if I was going to be eligible, but I thought if I don’t apply, I’ll never know… I just kept my fingers crossed.

(Existing PC recipient, 75+, Female)

Reasons why recipients thought that they were ineligible for PC^{[footnote 8]} included:

both people in a marriage or partnership were receiving pensions
they had savings, or previously applied with too much savings, so they were rejected (although others were aware of the limit and were waiting for their savings to decrease enough that they would be eligible)
they thought that PC was only for vulnerable people or those with a disability
they were told by a third party that they would not be eligible
there were those who were already receiving Attendance Allowance who believed that, because of this, they could not also claim PC

Whether participants’ understanding of the eligibility criteria improved after applying varied between participants. One participant, who applied only after being advised by a healthcare worker, said they were ‘totally confused’ at the beginning and did not expect to receive anything, but now they understand the eligibility criteria. On the other hand, another participant was still doubting whether there had been a mistake, and they were in fact not eligible even after being in receipt of PC; this was in part due to a previous mistake where the participant had been paid too much PC.

Groups who were more likely to have a higher understanding of PC

There were participants who had had previous experience of receiving PC. These participants had either recently become eligible again after a period of being ineligible (for example, after buying a house) or were required to reapply for PC after their spouse had passed away or had moved into full-time care. These participants had a higher understanding of PC when compared with their peers who had not had to apply several times.

There were also participants whose award amount changed monthly due to their savings gradually depleting over time, for example, if they were using their savings to cover living costs. These participants had to update DWP with their savings each month, and so also had a higher level of understanding of the eligibility requirements for PC and how these affected the award amount. For example, one participant for whom the above was true was aware of how the weekly award amount increases by a certain proportion when your savings decrease, so they updated DWP monthly about their savings. They were also aware that once their savings went below a certain level they would be entitled to claim Housing Benefit through PC.

These two groups of participants tended to have a higher level of awareness of the criteria that applied directly to them, for example the savings threshold for someone whose income had recently increased or decreased. However, this did not always translate to a full picture of the eligibility criteria for PC. There were recipients with higher overall levels of awareness who were not aware of every passported benefit, for example.

Recipients improved their understanding through conversations with DWP or professionals, including social workers and not-for-profit organisations. For example, one recipient was given incorrect information about eligibility from one not-for-profit organisation, however they later discovered that they were eligible after using a different not-for-profit organisation, which they referred to as a ‘game changer’.

Where recipients first heard about PC

Recipients heard about PC through several channels, but they fell into two categories in terms of when they heard about it: those who heard at the point they reached State Pension age through official DWP communications, and those who had only found out about PC later. The latter group had only found out about PC by chance or because financial necessity prompted them to investigate benefits they may be entitled to.

For example, one participant over the age of 75 first heard about PC by chance when he was trying to obtain a bus pass. He went to a local organisation in his town centre who directed him to the town hall, where he was helped by a social worker to obtain his bus pass and also to claim Attendance Allowance. This social worker also suggested he should apply for PC.

Among new PC recipients and existing PC recipients, the longest time receiving PC was just over four years, so we did not speak to anyone in this age group who had started receiving PC when they reached State Pension age. But those in the 75+ age group all said they heard about PC either by chance or because they had a change in financial circumstances which prompted them to investigate benefits they could receive. In contrast, more of those in the 66 to 74 age group said they had heard about PC when retiring, through official DWP communications; although there were also those who had heard about PC by chance in this age group.

2.2. Awareness of passported benefits among existing or new recipients

Overall, there was a disconnect with the term ‘passported benefits’. Participants were aware that there were other benefits that they were entitled to as a result of claiming PC, and current recipients could name a number of these, but the term ‘passported benefits’ was not widely recognised. Participants also did not always associate the passported benefits with their receipt of PC. Often, they were already in receipt of passported benefits due to, their age, because they lived alone, or as a result of claiming other benefits. For example, one recipient mentioned that they already receive a Council Tax Reduction because they lived alone.

It was common for recipients to only find out about passported benefits after receiving PC, through follow-up letters or informal advice rather than during the application process. Some recipients were still not aware of all the available passported benefits at the time of their interview:

I didn’t know about that [Council Tax Reduction]; I pay over £55 a month on tax, I definitely don’t get a discount for that.

(Existing PC recipient, 75+, Male)

They don’t tell you, you have to ask for it, and if you don’t know about it, how can you ask for it?

(Existing PC recipient, 66 to 74, Male)

There was also some confusion amongst participants about which passported benefits were automatically available and which needed to be applied for. There were recipients who mentioned they automatically received the Warm Home Discount, but one participant thought they had to apply for this:

There’s one [passported benefit] you mentioned that I haven’t got to grips with yet, and that was the warm home allowance… I think I have to apply to my energy supplier I believe… when the winter comes, I shall be more interested.

(New PC recipient, 75+, Male)

Awareness of the WFP, free TV licence and Council Tax Reductions tended to be highest amongst those who had lost access to these benefits and needed to apply for PC to regain access to them.

Participants receiving the lowest amount of PC per week tended to reference passported benefits more, particularly Housing Benefit and Council Tax Reductions; these were deemed to have a significant impact on an individual’s finances.

I’m receiving my State Pension and PC and I’m living on it… it’s good that PC helps with rent and bills, it makes life easier, otherwise [I] can’t find food.

(Existing PC recipient, 66 to 74, Male)

2.3. Awareness and understanding of PC among entitled non-recipients

Awareness and understanding of PC among entitled non-recipients was varied. There were those who had never heard of PC, whereas others had some prior knowledge and understanding.

Those with little or no knowledge of PC did not know who PC was for, how to claim, what the eligibility requirements were or what the purpose of PC was. Some had only heard about PC for the first time while being recruited to interview for this research. Others had misconceptions about PC and thought it was a payment for when you were ill or thought it was related to Personal Independence Payments (PIP).

[I know] absolutely nothing. I know it exists, but I’ve got no idea how you can claim for it if I have any possibility of claiming for it.

(Entitled non-recipient, 66 to 74, Male)

I don’t understand really what it’s for. Presumably it’s for people who have no other means of income.

(Entitled non-recipient, 75+, Male)

Entitled non-recipients who had heard of PC before saw it as an extra payment to ‘top up’ the State Pension and help with household bills for those who were struggling. A small number of entitled non-recipients had a good understanding of PC. Overall, this was through participants having researched their eligibility in the past by phoning DWP or looking online. They had either been advised by DWP they were not eligible at that time, concluded they were not eligible from the eligibility criteria online, or did not feel the amount they received was worth claiming for.

[I] phoned up to see if I was entitled and it was something like 70 or 80 pence, I’d get a week and that wasn’t really worth filling the form in [for].

(Entitled non-recipient, 66 to 74, Male)

Others assumed they were ineligible based on their amount of savings or income from other sources.

I didn’t feel inclined to think I was qualified for anything like that, because I’m not struggling financially.

(Entitled non-recipient, 75+, Male)

Entitled non-recipients who had previously heard of PC gained knowledge and understanding via:

word of mouth: they had heard about PC informally from friends, family, or old colleagues who were claiming PC or knew someone who was
DWP communications at the point of retirement: they had received information about PC at the point of reaching pension age and starting to receive their State Pension
the dentist or opticians: some had been asked by staff at the dentist or opticians whether they were in receipt of PC
WFP: they had heard about the winter 2024 to 2025 change to the eligibility criteria for the WFP on the news or through their social network

Understanding of the different channels through which someone could apply for PC among entitled non-recipients was also varied. Those who knew someone who had applied for PC, or looked into the eligibility criteria themselves, knew of at least some of the three application channels (over the phone, via post, and online). Those who had limited knowledge of PC were not familiar with the modes, but some said they would look it up online if they wanted to find out this information.

Linda’s Story

Linda lives with her husband who she cares for full-time.

Linda first heard about PC when she started to receive her State Pension but did not apply straight away due to being preoccupied with caring for her husband. Linda had some difficulty understanding the eligibility requirements and assumed she would not be eligible at all.

Linda’s main motivator for applying was the changes to eligibility for receiving the WFP. Linda was made aware of other additional passported benefits when she applied for PC, specifically help with Council Tax.

Linda’s application was completed online.

Linda feels she is now more able to afford her heating costs and is less worried about using heating. This has a positive impact on her husband’s health. Linda feels less worried about the future and more financially secure since receiving PC and passported benefits.

Much to my surprise we were awarded it.

Winter Fuel Payment is extremely helpful. It doesn’t cover the full costs of energy, but it helps.

We probably could have been in receipt of PC years ago.

(Female, 75+)

Susan’s Story

Susan lives alone and transferred from Employment and Support Allowance (ESA) to her State Pension a year ago. Susan has restricted mobility.

Susan heard about PC initially via a television advert. This prompted her to call DWP and enquire about applying. DWP explained the eligibility criteria to Susan.

Susan’s main motivation for applying was to seek extra financial support to help her with household bills. Susan was aware of the available passported benefits at the time of her application, specifically the WFP and help with NHS health costs. This awareness and understanding was another motivator to her application.

Susan’s application was completed via the phone following her initial conversation with DWP. Susan is not digitally literate, so this was the easiest way for her.

PC has had a positive impact on Susan’s life. She is now able to afford her essentials; paying bills, as well as things outside of her essentials, like getting taxis to travel around.

Without the money I wouldn’t be able to buy the regular food, pay the regular bills.

My main motivation was so that I could pay my bills.

I thought it would be a complicated thing to do.

(Female, 66 to 74)

Question 6

3. Reasons for applying or not applying for Pension Credit

Accepted Answer

Chapter summary

Participants tended to describe needing financial support as the primary driver for applying for Pension Credit (PC), with rising living and essential costs making PC feel like a ‘lifeline’
A change in personal circumstance such as bereavement or divorce, or a change in health, often encouraged participants to reassess their eligibility and apply for PC. Participants were frequently prompted by others, including family, friends and support organisations to consider applying
Awareness and knowledge of passported benefits played an important role in motivating applications. The loss of Winter Fuel Payment (WFP) or the need for a free TV licence prompted application or reapplication. Passported benefits such as the help with NHS costs and dental treatment were typically discovered after PC applications
The most common reasons for not applying were perceived ineligibility and lack of awareness. Additionally, there were participants who felt they were managing financially and did not need PC
Future consideration of PC among potential entitled non-recipients was linked to improved awareness and potential changes in financial or personal circumstances. They expressed interest in applying if there was clearer information available. Passported benefits also sparked interest and would make them contemplate applying in the future

3.1. The reasons for applying for Pension Credit

Applying for PC was driven by financial necessity, changes to circumstances and encouragement from people in recipients’ lives.

Financial necessity

Many participants described financial necessity as the primary reason for applying for PC. With rising living costs and difficulty in affording essentials, those in receipt of PC felt it was a ‘lifeline’.

PC has been a lifeline for me.

(Existing PC recipient, 75+, Female)

Some participants reported that they had a depletion of savings. As such they were unable to afford essential costs such as heating, as well as other outgoings such as socialising with peers. Financial necessity was often cited by male participants, while female participants tended to highlight that they had heard about PC from a friend or that someone they knew told them that it existed and that they should apply.

I am living on the edge all the time, I can’t go out to socialise at all, I can’t buy a round of drinks… I don’t have the heating on at all, but I need it.

(New PC recipient, 75+, Male)

Access to existing or additional benefits

Access to existing or additional passported benefits was another motivator in applying for PC. Specifically, loss of access to benefits such as:

Universal Credit (UC): Those who had recently become State Pension age and were no longer receiving UC payments applied for PC to increase their income
Winter Fuel Payment (WFP): WFP was a passported benefit at the time of research due to changes to the eligibility criteria of the WFP in July 2024. Some participants applied for PC because of this change, in order to regain access to this benefit

Honestly, I would have never applied for it again, had it not been for the WFP being cancelled.

(Existing PC recipient, 66 to 74, Female)

Free TV licence: Others applied for PC in order to receive a free TV licence which is a passported benefit of PC

I was trying to get the free TV licence, but they said I’m not entitled unless I’ve got Pension Credit. That’s when they sent me a letter to sign up for it… I used to get free TV licence but then they stopped it about 3 years ago

(Existing PC recipient, 75+, Male)

Some participants only applied for PC after being prompted during their applications for other types of financial support, like Housing Benefit applications.

Change in circumstances

Participants shared that a change in their personal circumstances led them to consider PC as a financial support option or to reconsider their eligibility after previously finding out they were not entitled. Changes in circumstances included:

change in marital status: Participants who had lost their spouse or had become single reported applying for PC because they were in a much more challenging financial situation. In some cases, participants reapplied because they were previously found ineligible for PC or because their spouse used to receive PC and reassessment of eligibility was required following the change in circumstances

I would have applied for it sooner if I had I known… I have always been just scraping by especially since my wife died, I needed a little extra.

(Existing PC recipient, 75+, Male)

change in health: Those experiencing a decline in health, or who had been recently diagnosed with long-term health conditions, often learned about PC through other health-related benefits they were receiving or were applying for e.g. Attendance Allowance

Prompts by others

Participants tended to also be prompted by others to apply or reapply for PC. These included family, friends, support organisations and media figures, such as Martin Lewis. Prompts from others to apply for PC were encouraged by a ‘just apply and see’ mindset and approach.

I’ve seen Martin Lewis a few times on the TV on Good Morning Britain and Facebook and he always says you should apply for PC, even if you are not entitled, you should give it a go. So, I applied initially and they said I wasn’t eligible for it because my wife wasn’t pension age, and then I moved out and got my own place and then put an application in for it and got it.

(New PC recipient, 66 to 74, Male)

Most participants had no expectations of their application outcomes nor any expectations of their award amount. For example, one participant didn’t qualify when he first applied for PC. Since his initial application, he separated from his wife and started living alone. His daughter prompted him to reapply for PC so that he could support himself.

Another participant shared that her main motivation for applying was because her friend told her she would be eligible for PC. This participant didn’t know whether she was eligible or not but thought she would apply and ‘give it a try’. This participant’s application was successful, and she shared that PC has positively impacted her life.

It’s great, I can pay all my bills.

(New PC recipient, 66 to 74, Female)

3.2. The role of passported benefits in applying for PC

While participants applied for PC primarily for the additional financial support, some participants were also motivated by the additional benefits it provided such as to regain access to benefits like the WFP or for a free TV licence. Some cited that the loss or change in eligibility for the WFP was a primary motivator in applying for PC.

It was when they decided to take away the WFP… that’s when I decided to apply [for PC]

(Existing PC recipient, 75+, Female)

A free TV licence was a common motivator in applying for PC for some participants. They tended to be those who had tried applying for a free TV licence and were told they needed to be in receipt of PC to be eligible for one.

For example, one participant shared that his main motivator in applying for PC was to get a free TV licence. Since applying, this participant shared that he has found out he is eligible for this benefit and feels a lot happier.

Other passported benefits

Other passported benefits (e.g. Warm Home Discount Scheme, dental treatment etc.) were not mentioned as a primary reason for applying; but they tended to be discovered after participants had applied, through follow-up letters or word of mouth and were viewed as a ‘bonus’.

All of those that I’m entitled to obviously help… Council Tax, TV licence, if I needed dental or… certainly the heating allowance, they’re all very useful, you’re not going to say no to those.

(New PC recipient, 75+, Male)

Subgroup analysis revealed:

female participants, specifically existing PC recipients, were most likely to mention the WFP as a motivation for applying
participants receiving PC for the longest period (2.5 years or more) were the least likely to mention passported benefits as a motivator

3.3. Lack of awareness of PC and the misconceptions about eligibility

Lack of awareness

Participants tended to report that prior to applying, they lacked awareness and knowledge of PC and the associated passported benefits. They had never heard about PC or passported benefits, particularly the eligibility criteria, which prevented them from applying sooner.

I thought I wouldn’t qualify for PC, so I didn’t apply… I could have been getting it for the last 2-3 years.

(Existing PC recipient, 75+, Female)

I have never claimed anything in my life before, and I wouldn’t want to be dishonest and cheat and get something I’m not entitled to.

(Existing PC recipient, 75+, Female)

Perceived stigma

Perceived stigma around applying and claiming benefits and state support resulted in a reluctance to apply for PC. This factor was a significant reason why participants did not apply for PC sooner.

I were brought up to work for what I had and I’ve always done that.

(Existing PC recipient, 75+, Female)

You know, people of a certain/my generation might be too proud [to claim benefits or support]… or might be embarrassed in asking for help.

(Entitled non-recipient, 75+, Female)

Reasons why potential entitled non-recipients did not apply for PC

The main reason for entitled non-recipients not applying for PC tended to be the belief that they were not eligible for PC or had not heard of PC. Perceived ineligibility included beliefs that income, other benefits such as PIP, savings, or partner’s employment status made them ineligible for PC. For example, one entitled non-recipient, mentioned that she had saved some money over her years of working and therefore didn’t think she would get PC because of these savings.

Pension Credit, I didn’t think I’d be entitled because of receiving this Personal Independence Payment, you know if you’ve got savings and that, they won’t allow it [PC].

(Entitled non-recipient, 75+, Male)

Basically, I’m brand new. I’ve got no idea if there are certain things I can claim, or if I’m not allowed to claim.

(Entitled non-recipient, 66 to 74, Male)

Other reasons for entitled non-recipients not applying for PC included:

Managing well financially: some participants felt they did not want to claim something they felt they did not need

With the position I’m in, if there’s a fund out there for more deserving people, they should be the one to receive it… if they need it more than me, I think they should have priority.

(Entitled non-recipient, 75+, Male)

distrust around government involvement: Participants had a reluctance to claim benefits due to personal values or perceived stigma around claiming additional support. Participants also mentioned being wary of involving the government in their financial situation

I was wary of claiming for it because I didn’t know if it would affect my pension… if the government gives you some money, they usually take it off you somewhere else.

(New PC recipient, 75+, Female)

pre-conceptions of the application process: The preconceptions about the application process for PC, including the perceived difficulty of the process, made people reluctant to apply

Reasons why entitled non-recipients would consider applying for PC in the future

Entitled non-recipients were asked if any factors would influence their decision to apply for PC in the future. Participants thought that they would consider applying in the future if they had more information on PC available to them or if their personal financial situation changed.

The facilitators in applying for PC in the future included:

clearer and more accessible information. Participants felt they would understand PC eligibility and how to apply more effectively with in-person or phone support. Some felt that a booklet or step-by-step guidance would help them to apply and feel less overwhelmed by the process

It doesn’t really give me a proper understanding of what PC is [PC description]… There should be a booklet provided

(Entitled non-recipient, 75+, Female)

They have these little information flashes on TV. I don’t know if PC is something that’s covered… but just little informative pieces now and then on TV [advertising PC].

(Entitled non-recipient, 75+, Female)

direct prompts from DWP. Some participants were informed about PC after contacting DWP or support organisations about other benefit queries. Participants felt more active dissemination of information on PC would be useful as those who did know about it had sometimes ‘stumbled across’ it
a change in personal circumstances. Participants would consider applying if their personal or financial circumstances changed such as through illness or disability, retirement of a partner, loss of income or savings and increased expenses (e.g. energy bills, carers)

If something happened, say all my stocks and shares collapsed and I suddenly found I was much poorer than I thought, I would probably start thinking about something like that [PC].

(Entitled non-recipient, 75+, Male)

When [my husband] decides to stop work, then I will definitely apply.

(Entitled non-recipient, 66 to 74, Female)

awareness of passported benefits. Learning about eligibility for PC or passported benefits during the interview often triggered interest in applying

I’m not stupid enough to miss out on money I’m entitled to.

(Entitled non-recipient, 66 to 74, Female)

I wonder in what circumstances I might be able to claim it. [Pension Credit]

(Entitled non-recipient, 75+, Male)

John’s Story

John lives with his wife, who has just recently retired.

John has been aware of PC for some time. He had previously applied for PC twice and on both occasions been rejected due to not meeting the eligibility criteria. John mentioned the barriers to his successful application were his wife’s income and their collective household income being over the PC threshold.

John is planning to apply again due to a significant change in personal and financial circumstances. Now that John’s wife is retired, he thinks they are eligible. John mentioned he will be applying via post this time as opposed to over the phone as he did previously. This is so he can provide more information and explain his change in circumstances more easily.

John is not confident using computers and does not trust applying online as has been scammed online twice before.

John felt that PC would help him and his wife cover their essential costs such as heating, food and travel. John and his wife are struggling to pay for these costs and need extra financial support.

We are not managing anymore.

PC would make life worth living.

(Male, 75+)

Phillip’s Story

Phillip lives with his wife who he cares for. Phillip had never heard of PC until recently when his wife’s nurse told him about potential benefits they could receive.

Phillip had some difficulty understanding the eligibility requirements and assumed he would not be eligible as he felt he “was doing okay financially”.

Phillip felt his lack of knowledge and understanding of PC would make him less likely to investigate and apply in the future. However, he expressed interest in wanting to understand more about passported benefits and is now looking into different types of benefits and support he and his wife could potentially receive.

I’ve never heard of PC, and I didn’t feel I had any need to get any more money… up until my wife was diagnosed with dementia, I didn’t have any problems at all, but now it’s becoming a problem.

Financially we’re okay at the moment but I can see it coming up in the future. I mean I’m over 80 myself now and my wife is 84, it’s not getting easier, it’s getting harder.

(Male, 75+)

Question 7

4. Experience of the application process

Accepted Answer

Chapter summary

Participants largely found the application process to be simpler and quicker than they expected, which was helped by simple and accessible application channels, clear communication with DWP staff and support from others
Despite the positive experiences, there were other participants who found the application process overwhelming; particularly those who were confused by the eligibility criteria or received unhelpful support such as confusing information about eligibility and slow updates
Participants, or those who supported them with their PC claim, who had interacted with DWP before, tended to find the application process more straightforward compared to those who had never interacted with DWP
Supporters of new PC applicants tended to be children, spouses or siblings of PC recipients, who were already providing support with financial and administrative tasks for their family members. There were a range of reasons which meant that the recipient needed support with the application which mainly linked to the recipients’ physical, cognitive and language barriers
Supporters of new PC applicants provided different levels of support from simply assisting with setting up the technology for the recipient to completing the full application on behalf of the recipient
Supporters of new PC applicants largely found the application process manageable but felt it would be a complicated process for recipients without support. The process was sometimes described as unnecessarily long-winded, complicated, and confusing, especially for those reapplying for a parent for PC after a bereavement
Supporters of new PC applicants felt that there was a lack of integration between the ‘Tell Us Once’ service^{[footnote 9]} and the PC application process, as well as more generally in relation to applications for other benefits with DWP

4.1. What went well

Participants largely found the PC application to be simpler and quicker than they expected. Elements of the application that went well included:

simple and accessible application modes
clear communication with DWP staff
support from family, friends and other organisations

Simple and accessible application modes

Participants appreciated being able to choose a mode that suited them; particularly the option to complete the application on the telephone for participants who were less digitally confident. Participants also mentioned that the minimal documentation required helped simplify the process.

It was easy. We are dinosaurs online… but the person on the phone was ever so helpful… we had it within a week; we are so happy with it…

(New PC recipient, 66 to 74, Male)

Quite straightforward… quite simple … surprised me I think [that it was simple].

(Existing PC recipient, 75+, Male)

I went in blind, but I surprised myself with how much I could do. I’m sure anyone could understand it.

(Existing PC recipient, 66 to 74, Male)

There were some participants who were also very pleased and surprised with their award amount, largely because they did not have any expectations about how much they would receive.

I’ve never seen anything which said how much my pension would be topped up to until I got that letter [confirmation of Pension Credit from DWP] so it was a surprise. Happy with anything to be honest with you.

(New PC recipient, 66 to 74, Male)

The application process was also generally seen as straightforward and quick among supporters, especially those who were completing online. Supporters of new PC applicants mostly navigated the application process without seeking support. Some useful sources of support cited included the GOV.UK website and Citizens Advice for eligibility criteria information and information regarding passported benefits.

Yes, when I applied to Pension Credit… it was easy…took about half an hour maximum… I read the information on the gov website that if you get entitled to get Pension Credit, you will then be able to get the additional help like council tax reduction, TV licence

(Supporter of new PC applicant, Female)

Clear communication from DWP staff

Positive interactions with DWP staff also contributed to a smoother application process. Some participants appreciated the personal nature of the telephone calls, mentioning that the staff offered clear explanations and were empathetic, particularly for participants experiencing stressful life events like bereavement or divorce.

The PC people were absolutely wonderful; I couldn’t praise them enough for being helpful and kind and considerate.

(Existing PC recipient, 75+, Female)

Support from family, friends and organisations

Across the groups of new PC recipients and existing PC recipients, participants tended to receive some level of help from family, support workers or support organisations like Citizens Advice or Age UK. This support made the process feel more manageable and less overwhelming, particularly for those who lacked digital skills.

I have trouble reading and [with] memory loss, so she [daughter] writes down things for me and reminds me to do things, so she did it all for me.

(Existing PC recipient, 66 to 74, Male)

4.2. What went less well

Despite the positive experiences, there were other participants who found the application process overwhelming or difficult. These challenges were related to the following elements:

digital exclusion and inaccessibility
inconsistent and confusing communication

Digital exclusion and inaccessibility

Participants had mixed levels of knowledge on the option to complete applications for PC via post or on the telephone. Participants who were less digitally confident viewed online completion as overwhelming. This was also the case for those with cognitive difficulties and mental health challenges. Supporters of new PC applicants agreed with this and felt it would be very difficult for those without time, support or digital skills to complete an application.

Why does it have to be online? What 78-year-old has a computer? They’ve got to know how to use it and then they just say they’re not interested… people are reliant on family doing it for them, but what if you’ve got no family, so they don’t get any money do they?(Supporter of new PC applicant, Female)

Regardless of application channel used, participants who struggled often described the process as confusing, drawn out or ‘too rigid’, feeling like they needed to provide repeated or overly detailed documentation.

Unnecessarily complicated and long.

(New PC recipient, 66 to 74, Male)

I’m not really okay with lots of paperwork, quite honestly, it might go in one ear, out the other. It takes me a while to get through it.

(Existing PC recipient, 66 to 74, Female)

The option of completing the application with face-to-face support was suggested by participants. Some participants who had applied for PC in the past recalled that there was the option of completing the application face-to-face with a member of staff. Face-to-face was seen as more accessible, reassuring, and allowed for immediate answers to questions.

That would be a godsend, if anybody could sort of help people in person. Because the forms are so difficult, and so hard.

(New PC recipient, 75+, Female)

Similar to suggestions from the recipients themselves, supporters also suggested that there should be options for more face-to-face support or better provision for telephone support.

Inconsistent and confusing communication

Some participants, and supporters of PC applicants, reported feeling frustrated because they received a lack of advice and clarity from PC staff during their applications, including during telephone applications. This was characterised by:

confusion around whether passported benefits were automatic or required separate applications
emotional and administrative challenges when applying for PC following a bereavement. Supporters particularly felt that there was a lack of integration between the ‘Tell Us Once’^{[footnote 10]} service and the PC application process, as well as more generally in relation to applications for other benefits with DWP
among participants, there was a strong theme of experiencing a lack of updates about the status of applications; some were still waiting to hear the outcome of their application at the point of interview

A year of hell… [the wait was] far too long, if you don’t have any savings, I don’t know what you’d do, the time frame is ridiculous, a long worrying wait.

(Existing PC recipient, 66 to 74, Female)

DWP were stringing me along week after week… it was extremely stressful, frustrating and disappointing.

(New PC recipient, 75+, Male)

Hard work… I had to speak to three different people to get it done… and I didn’t get round to getting a TV licence or anything like that. I would have liked some advice…I didn’t even know you could get all these other benefits

(Existing PC recipient, 75+, Male)

Specific participant examples of challenges include:

after a participant’s spouse moved into a care home, the participant was categorised inconsistently by staff; sometimes they were treated as a single applicant, whilst others treated them as someone in a couple
a participant’s application was ‘found’ after months of delays and lack of communication
money appearing on a participant’s account without any written confirmation

Recipients of PC also reported that the communication during the application process did not help with their understanding of PC or their eligibility. Supporters agreed with this and reported they were left feeling ‘none the wiser’. They felt the application process did not provide sufficient guidance.

I’m surprised they get any take-up, they make it so difficult for everybody. I don’t think they could have made it more confusing and difficult if they’d tried.

(Supporter of new PC applicant, Female)

You’re running around trying to find forms and you’re not really understanding what they are asking for anyway.

(Supporter of new PC applicant, Female)

There was an occasional perception that the forms were attempting to ‘catch you out’. For example, one supporter was confused about the eligibility criteria for PC. She had previously applied for PC on behalf of her husband but was rejected, but received a letter prompting her to apply for PC since she started receiving Attendance Allowance. The supporter was concerned that there had been a mistake in DWP’s assessment of her husband’s eligibility because she thought Attendance Allowance meant that they were above the threshold for PC.

I don’t want them in 6 months’ time to take all of this [PC] away from me… if this turns out to be wrong, I will fight it.

(Supporter of new PC applicant, Female)

The role of pre-existing access to other benefits

Participants or supporters of new PC applicants who had interacted with DWP before or who already receive other benefits were often prompted to apply for PC whilst applying for other benefits e.g. Housing Benefit.

This appeared to make the PC application process more straightforward compared to those who had never interacted with DWP before, possibly because participants:

had a greater understanding and familiarity with the benefit system
perceived the PC application to be easier than other applications

I have applied for Council Tax reductions before and this was way more straightforward, far less documents to find.

(Supporter of new PC applicant, Female)

Reasons for supporting an older person with the application process

Supporters of new PC applicants that participated in the research tended to be the children, spouse or sibling of PC recipients who were already providing support with financial and administrative tasks for their family member. There were a range of reasons which meant that the recipient needed support with the application including:

physical, cognitive and language barriers: Supporters of new PC applicants reported that several barriers had made it not possible for the recipient to complete the application independently. Barriers ranged from recipients with eyesight, hearing, memory, confusion and mobility issues, to those who were recovering from a stroke, had dementia or were bed bound. This also included recipients who could not speak English. Additionally, the sample of recipients with supporters that participated in the research tended to be 75+.

He [husband] wouldn’t do any of this sort thing, he always says he doesn’t know what they mean or what they’re talking about.

(Supporter of new PC applicant, Female)

administrative stress and overwhelm: Supporters of new PC applicants reported that recipients tended to feel overwhelmed or confused by applications in general, but especially after bereavement. They would struggle with obtaining the necessary paperwork and understanding questions on the application

[My Mum] wouldn’t have a clue where to start.

(Supporter of new PC applicant, Female)

provision of wider support: Largely, supporters of new PC applicants were already managing the recipient’s finances or providing informal care. They felt a sense of responsibility to ensure the recipient received all entitled support, especially when the recipient was financially dependent on them.

Mum is bedbound and needs help with personal care and finances… because she has no savings anymore, I thought she should apply for it

(Supporter of new PC applicant, Female)

Types and levels of support given to the recipient

Four types of support were identified from supporters’ descriptions of their involvement with the application process from most to least prevalent:

1. Full application: This was the most prevalent type of support where supporters reported that they completed the application themselves with minimal input from recipients

2. Full application with clarification: Supporters answered all the questions on behalf of the claimant but asked the recipient for details like their National Insurance number and relevant documentation

3. Assisted application: Occasionally, recipients led the telephone application and their supporters attended for support and clarifying questions

4. Technical support: This was the least prevalent type of support where supporters simply set up the application on the computer or read out the questions for the recipient

Louis’s Story

Louis lives alone and recently became eligible for PC.

Louis heard about PC through word of mouth from people who lived in his area. When applying for Housing Benefit online, Louis was automatically prompted to apply for PC as an ‘additional benefit’. Louis had no prior understanding or knowledge of PC before this. Louis applied on a whim with no expectations of his application being successful.

Louis found the application process straightforward, he applied online. Louis prefers this method as it gives him time to think and gather the relevant documents together. Louis did not know about alternative methods to apply.

Louis was pleasantly surprised when he found out he was eligible, and his application had been successful.

PC had a positive impact on Louis’s life. Louis expressed he had less financial worry and concern about paying for essentials; food and bills. Louis said he could now save some more money to do things he would like to do, like eating out or driving more, as he had more money to cover these costs.

It’s amazing how much you can sort of lose your confidence a little bit [with computers]. So, when it comes to applying, it was like ohh, you know, making sure you’re pressing the right buttons. But it was straightforward enough… I had no issues.

I’m very pleased that I did get it, you know… it takes a lot of worry off paying the bills and you know even food.

I can put a little bit of money by, you know, I haven’t got to spend it… it’s nice to have something that’s there for a rainy day.

Male, 66 to 74

David’s Story

David supported his father to apply for PC last year. The application was in his father’s name but for both his parents. His father passed away in 2025 and his mother’s PC was stopped automatically, so she needed to reapply from scratch.

He applied online on behalf of his mother both times and found the application straightforward, but when his mother’s application was approved, some of the information was incorrect (e.g. certain things had been counted twice). There was no way to find a copy of the application to check what he had submitted.

He tried to ring DWP to query this but hadn’t received a response at the time of the interview and is still chasing DWP after 3 months.

When reapplying for his mother, he also ticked a box to apply for Housing Benefit at the same time as applying for PC, but the local council never received the Housing Benefit application, even though DWP said it had been sent.

Why did all of it or some of it or a percentage of it not just pass to my mum on my dad’s passing? The initial application was in his name, but it felt like a joint application.

I’ve got the time to do it, I’ve got a financial background, and I’ve been baffled and confused a lot; so quite how older people who maybe have not got the support [are meant to apply]. They probably think ‘this is not worth it’.

(Son of female recipient, 75+)

Denise’s Story

Denise lives alone due to being recently widowed.

Denise’s daughter supported Denise with the application. They both lacked awareness of PC and heard about it when reporting Denise’s late husband’s death. Denise’s daughter called DWP about this change in circumstances and was informed that Denise’s husband was claiming PC for both parents and that his previous claim would stop. Denise would have to reapply for herself.

Denise faced barriers to her application process. Denise and her daughter were made aware of the ‘Tell Us Once’ service, where you can inform multiple government departments at once about a death. They were told that PC didn’t come under this service and that a new PC claim was separate. Denise’s daughter shared that it would be easier if this were better integrated into that service.

Denise and her daughter found the process to be very long-winded and shared that it required a lot of detail compared to other things her daughter assisted in applying for.

PC has helped cover Denise’s weekly shop and direct debits. Denise is now able to pay what she needs out of her PC.

Pension Credit roll[ing] into that Tell Us Once [service] would make it a lot easier. Especially for the elderly, if she’s not got the support… because she wouldn’t have known, she wouldn’t have done anything my mum, because she wouldn’t have known anything, what to do.

My Mum is elderly and doesn’t have a clue [about the application processes].

(Daughter of female recipient, 75+)

Aisha’s Story

Aisha’s mother lives alone and requires financial support and care from her.

Aisha supported her mother’s application for PC as her mother does not speak English.

Aisha was financially supporting her mother, but this became too stressful, so she sought out further financial help for her mother. Prior to her mother’s PC application, Aisha looked at the GOV.UK website and contacted Citizens Advice to understand what support her mother could receive.

Aisha completed her mother’s application online and translated the questions so that her mother understood what was being asked.

Aisha expressed that the preparation for the application was confusing and difficult as she needed to find the right documentation. However, the application for PC itself was relatively straightforward and quick.

Now she has a little bit of money for herself. That is much better in terms of emotional and mental health.

(Daughter of female recipient, 75+)

Padma’s Story

Padma lives alone as her husband was recently transferred to a care home. Padma was aware of PC initially as her husband was claiming for both of them.

When her husband was transferred to a care home, Padma called DWP about this change in circumstances and was informed that her husband’s previous claim would stop, and Padma would have to apply for herself. Padma faced many barriers to her application process. It took 9 months for her application to be approved. She found the process of waiting frustrating and stressful. Padma called DWP several times to get an update and felt that they were not very helpful. Now in receipt of PC, Padma has a stronger sense of financial security. PC allows Padma to worry less about whether she can afford things.

It was stressful.

I wasn’t getting anywhere, it was going from one person to another… they said that they’d do something, and they didn’t.

I’m managing quite well, there’s no problems now.

(Female, 75+)

Question 8

5. Perceived impact of Pension Credit and passported benefits

Accepted Answer

Chapter summary

Overall, participants were grateful for what they received through Pension Credit (PC) but still struggled to afford some basic needs and worried about rising costs. There was an overall sense of participants ‘getting by’ but often still struggling to cover their essential costs such as food and heating
Some participants described an overall improvement to their wellbeing due to receiving PC and passported benefits, and an increased ability to afford both essential and non-essential costs
Some also felt they had an increased ability to save as a result of receiving PC and passported benefits
Potential entitled non-recipients shared mixed experiences around their ability to afford essential costs and had a range of reasons why they felt they could manage without PC. However, some did feel they would benefit from PC in the future
Social networks and support systems were the key driver of quality of life among all participants. Participants’ overall outlook on life and their wellbeing also tended to affect perceptions of their quality of life

5.1. Perception of financial wellbeing and the impact of Pension Credit

Overall, participants were grateful for what they received through PC but still struggled to afford some basic needs and worried about rising costs. There was an overall sense of participants ‘getting by’ but often still struggling to cover their essential costs such as food and heating. This was particularly the case with those who were awarded lower amounts of PC (£5 to £50) per week. Participants were particularly worried about the rising costs of living and felt that their ability to cover these costs in the future was limited.

At the moment I can’t do anything, I can’t afford to do anything.

(Existing PC recipient, 66 to 74, Male)

As a result, participants tended to be anxious and worried about being able to afford things such as additional care or hidden costs related to bereavement or ill health.

Participants described several strategies used to save money or ease their financial burden such as:

reducing or removing spending on things they like to do in life such as hobbies, travel, and socialising with friends
avoiding things such as using hot water, putting the kettle or the heating on, and buying less fresh produce in the supermarket
making significant financial decisions such as releasing equity in their home or using savings for everyday living costs

You can’t even eat on a State Pension to be honest, I have to use some of that money [from releasing equity on home] just so I can survive.

(Existing PC recipient, 75+, Female)

My cousin died a couple of weeks ago, his funeral was in [LOCATION], probably the major consideration of mine was I couldn’t afford to go to the funeral, I couldn’t afford the fuel to go.

(Existing PC recipient, 75+, Male)

Supporters of new PC applicants tended to have more positive views on the impact of PC on the recipient’s life. Though some did discuss ongoing challenges due to the low amount awarded to the recipient and their ability to afford essential costs as a result.

You buy some milk and some bread, and it’s more or less gone. Obviously, it helps… but it’s just not enough.

(Supporter of new PC applicant, Female)

Some participants across existing and new PC recipients, their supporters and potential entitled non-recipients reported that despite PC and other passported benefits improving their/the recipient’s financial situation, the impact this had was limited due to health and mobility factors such as loss of hearing, eyesight or mobility issues.

I can afford it, I just can’t get out the house.

(New PC recipient, 66 to 74, Female)

I’m limited [by my mobility].

(Existing PC recipient, 75+, Male)

One supporter of a new PC applicant described how their mum had a fall that resulted in a lengthy hospital stay. As a result, her mobility deteriorated and though she received PC, this was largely used to pay for her mum’s care as she was unable to leave the house.

She [Mum] doesn’t really do anything anymore because her condition has deteriorated so much… She barely even watches TV.

(Supporter of new PC applicant, Female)

5.2. Perceived positive impacts of PC and passported benefits

Some participants described an overall improvement to their wellbeing due to receiving PC and passported benefits. Although in general, participants struggled to afford essential costs, there were some participants who felt they were more able to afford essential costs, and in some cases, non-essential costs.

Overall quality of life

Some participants felt PC was a ‘comfortable support’ that ‘just gives you peace of mind’ (New PC recipient, 66 to 74, Female) and made life easier. Some described an overall improvement to their mental and physical health. Others reported feeling more positive about the future and overall, feeling like their life had improved since receiving PC.

I still have to budget… but I’m not as anxious now… it’s actually made me feel better in myself.

(Existing PC recipient, 66 to 74, Female)

It’s taken the worry out of ‘can I do this’, ’can I afford that’, it’s just that sort of factor that makes life easier.

(Existing PC recipient, 75+, Female)

I feel like I’m going to be able to live a reasonable life

(New PC recipient, 66 to 74, Male)

Impact of passported benefits

A small number of participants described the positive impacts of having access to passported benefits. This was more prevalent for those who were receiving a lower weekly payment amount for PC. For example, one participant shared how they would not be able to afford the dentist without help with NHS dental treatment. Others described how the help received through WFP, Housing Benefit, and Council Tax Reductions meant they had extra money for food and essentials.

Only because I have my Housing Benefit and my Council Tax rebate; otherwise, I think my PC would have to go towards my gas later on in the year when it gets to the cold weather.

(New PC recipient, 66 to 74, Male)

Ability to afford essential costs

Of the participants who discussed positive impacts of PC on their lives, they tended to report an improved ability to afford everyday costs such as food and household bills, particularly heating, both as a result of PC and the WFP. They felt less worried about putting the heating on or using electricity to boil the kettle or wash their clothes.

Some participants described being more easily able to afford new winter clothes and transport costs such as car insurance, taxis or petrol money to get to hospital appointments.

I know I am going to be able to heat the house and afford to heat my house in the winter with what I get… if I wasn’t in receipt of Pension Credit I wouldn’t be able to run the car.

(Existing PC recipient, 75+, Female)

Ability to afford non-essentials

A small number of participants described now being able to afford to do the things they like to do in life due to PC and passported benefits. These included socialising with friends, going out for coffee, having a gym membership, activities with their grandchildren, and buying knitting supplies.

I think it’s improved, it’s stable… it’s very helpful, it allows me to do things that I wouldn’t have done before.

(Existing PC recipient, 75+, Male)

It makes a lot of difference because then we can take the children out and get that little bit extra if we want it.

(New PC recipient, 66 to 74, Male)

It’s made quite a difference. You know, it means that if I want to go out, go to a gig, then I can go.

(New PC recipient, 66 to 74, Female)

It’s enabled me to do a little bit more… and have a little treat you wouldn’t have had before.

(Existing PC recipient, 75+, Male)

Increased ability to save

Some participants discussed an improved ability to save and repay debts as a result of PC payments. For example, one participant described now being able to save for their funeral. Other participants were relieved as they no longer needed financial support from their children and felt like less of a burden.

It’s going to sound morbid, but I can now save for my funeral and that gives me comfort for my family.

(Existing PC recipient, 66 to 74, Female)

Consistency among supporters

Positive impacts reported by PC recipients were consistent with the views of those who supported them with their application. Those who supported recipients felt they were more independent, had a better outlook on life and felt like less of a burden on those who cared for them.

PC helps her to be able to live comfortably, rather than having to go without, because she doesn’t have the money… I don’t want her to suffer, go cold or be hungry.

(Supporter of new PC applicant, Female)

Another supporter of a new PC applicant described how they had seen an improvement to their Mum’s independence and as a result, her confidence and self-esteem in feeling less reliant on those around her financially.

It gives her more independence and a better feeling. She was feeling like she was a burden on me. That was really depressing for her. Now she has a little bit of money for herself. That is much better in terms of emotional and mental health.

(Supporter of new PC applicant, Female)

5.3. Understanding the circumstances of potential entitled non- recipients

Potential entitled non-recipients shared mixed experiences around their ability to afford essential costs and had a range of reasons why they felt they could manage without PC. However, some did feel they would benefit from PC in the future.

Ability to afford costs

Those who felt they were not struggling discussed having savings or pensions from other countries which helped them pay for carers, but they were unsure how they would manage without savings or other income. Other common factors of those who felt they were not struggling included:

owning their own property and not needing to pay rent or mortgage payments
having disposable income to be able to go on holiday or afford other activities they liked to do
an overall sense of feeling comfortable and not stressed about their financial situation

However, there was a strong theme of participants feeling they would not know how to manage if their circumstances changed or unexpected costs arose.

I’m not really rich, but I can live comfortably. And I own this flat, so I don’t have to pay a mortgage.

(Entitled non-recipient, 75+, Male)

I’m good at managing, it’s more the unexpected costs [that would be an issue].

(Entitled non-recipient, 66 to 74, Male)

When my wife became ill, our circumstances began to change. For instance, I have to spend full time looking after her, and it’s difficult for me to go anywhere.

(Entitled non-recipient, 75+, Male)

Some entitled non-recipients struggled with household bills and bigger essential costs. Some entitled non-recipients described struggling with the cost of household bills and had little left to pay for food once bills were paid. They would buy reduced items in the supermarket, limit their use of heating and household appliances, and did not spend money on hobbies or socialising. One participant described struggling with bigger health-related costs such as dental work for several broken teeth and needing new glasses due to deterioration in her eyesight. Another participant shared how they struggled with transport costs, specifically fuel for their car, when they wanted to visit their family who lived far away.

Changes in circumstances were cited by some entitled non-recipients in reference to their current struggles to afford essentials. For example, one participant whose wife had just retired described being able to manage well before but now they are struggling without her income.

You’ve got bills to pay, gas, Council Tax and after you’ve paid all of them out, you are supposed to have money left to enjoy yourself?

(Entitled non-recipient, 66 to 74, Male)

Perceived potential impact of PC and passported benefits

Overall, entitled non-recipients felt receiving PC and passported benefits would have a positive impact on their lives. There were several areas in which entitled non-recipients felt receiving PC would benefit their lives:

an increased ability to cover household bills i.e. feeling able to put the heating on more often.

I might be able to socialise a bit more. I wouldn’t be worried if I put the tumble dryer on.

(Entitled non-recipient, 66 to 74, Female)

improved choice and quality of food or preferred items and brands rather than buying cheaper lower quality items

When I think about what we’ll have for dinner it’s not a case of going to the supermarket and saying we’ll have chicken or we’ll have fish, it’s going to the supermarket and finding where all the reduced stuff are and seeing what there is there.

(Entitled non-recipient, 66 to 74, Male)

increased ability to do things they enjoy such as socialise and engage with hobbies and take longer trips to visit family and friends. Participants also felt they would feel less anxious and worried about their current and future financial situations. One participant described how due to changes in his wife’s health and his own age, he was finding it increasingly difficult to provide care for his wife and PC could help him manage this

The mental health nurse, she told us that she could claim a disability [benefit]… financially we’re okay at the moment but I can see it coming up in the future. I mean I’m over 80 myself now and my wife is 84, it’s not getting easier, it’s getting harder.

(Entitled non-recipient, 75+, Male)

improvement to overall wellbeing and outlook on life as a result of being more able to do the things they enjoy

It would make life worth living.

(Entitled non-recipient, 75+, Male)

Some participants felt that passported benefits (that were available at the time of the research) would be greatly beneficial in providing support in specific areas, as well as creating more disposable income for them to enjoy doing things they like to do in life.

I think, well, it would have a lot [of impact] I would think. You’d be able to pay the rent a bit easier, and fuel, electricity gas and water, that sort of thing.

(Entitled non-recipient, 75+, Male)

Well, I think it would probably help me, because it would open doors to other opportunities of possible benefits; and of course, obviously that would help me out financially.

(Entitled non-recipient, 66 to 74, Male)

5.4. Drivers of quality of life

Support systems were the key driver of quality of life among all participants.

Where family and friends were present in their lives, those interviewed across existing and new PC recipients, their supporters and potential entitled non-recipients, reported a greater sense of wellbeing due to the care and support they provided. Those who did not have friends or family nearby tended to struggle more. For example, a 91-year-old participant described how his children live in South Africa and he had little support available to him in the UK, which left him feeling isolated and struggling with everyday tasks.

Outlook on life and own wellbeing

Participants tended to be grateful for their lives, even if they still struggled to afford essentials. They often discussed survival in terms of managing their essentials as they knew others struggled more than them.

As long as I can keep my head above water, pay the bills and have enough for food, which I have, I don’t mind.

(New PC recipient, 75+, Female)

If I get enough to survive, that’ll do me.

(New PC recipient, 75+, Male)

There are a lot worse off than me.

(Existing PC recipient, 75+, Male)

Ability to cope with changes to circumstances

Participants’ ability to cope with bereavement, relationship breakdown and illness played a key role in their financial stability and overall wellbeing. This also tended to be related to the presence of support networks in their lives as well as their individual ability to navigate systems, such as booking GP appointments and applying for benefits.

Steve’s story

Steve lives alone and has been in receipt of PC for the past 4 months.

Steve was in receipt of PC before but there was a long break due to selling his home and gaining savings capital which resulted in him not being eligible to continue to claim.

Steve’s savings deplete every month due to outgoings and the cost of living. He frequently updates DWP on his financial situation over the phone and they run financial checks in detail to check how much Steve has in savings. Steve thinks his PC amount is calculated from this.

Steve thinks the continuous depletion of his savings could make him eligible to claim Housing Benefit or a Council Tax Reduction in the future. Steve states this is a big motivator for his recent application.

Steve feels there is no impact or difference on life currently as a result of PC but anticipates there will be an impact in the future when he is able to apply for additional benefits and support.

At the moment for me, it’s a very small amount that just tops up my state pension… I think for me it’s £5 per week.

I just think there must be a better system for someone like me [to update DWP about their income monthly], but there isn’t at the moment.

Because my savings go down every month, I need to update, every month, for the PC to be increased; and it’s quite a long-winded system.

(Male, 75+)

Question 9

6. Key learnings

Accepted Answer

Pension Credit recipients and those that supported older people to claim largely understood PC to be a top-up to their pension
Understanding of eligibility criteria was low among participants and many applied for PC as a way to test their eligibility
Participants’ awareness of passported benefits also tended to be limited
Applying for PC was driven by financial necessity, changes to circumstances, and encouragement from people in the participants’ lives
Potential entitled non-recipients did not apply for PC as they believed they weren’t eligible or had not heard of PC
Participants largely found the application process to be simpler and quicker than they expected. This was facilitated by previous experience of applying for benefits
Having support to apply for PC played a key role in the application process. Supporters of new PC applicants provided different levels of support from simply assisting with setting up the technology for the recipient to completing the full application on behalf of the recipient
Supporters of new PC applicants largely found the application process manageable but felt it would be a complicated process for recipients without support
PC recipients ‘getting by’ was the prevalent theme that emerged from the research. However, these participants often still struggled to cover their essential costs such as food and heating
However, some participants did describe an overall improvement to their wellbeing and ability to save as a result of PC

Question 10

7. Appendix 1

Accepted Answer

7.2. Quota Breakdown

New PC recipient - Guarantee Credit only

Gender	Target	Recruited	Achieved (Booked and completed)
Male	5	5	5
Female	5	5	5
Total	10	10	10

Age	Target	Recruited	Achieved (Booked and completed)
66 to 74	6	6	6
75+	4	4	4
Total	10	10	10

New PC recipient - Savings Credit only

Gender	Target	Recruited	Achieved (Booked and completed)
Male	2	2	2
Female	2	0	0
Total	4	2	2

Age	Target	Recruited	Achieved (Booked and completed)
66 to 74	0	0	0
75+	4	2	2
Total	4	2	2

New PC recipient - Both

Gender	Target	Recruited	Achieved (Booked and completed)
Male	3	3	3
Female	3	3	3
Total	6	6	6

Age	Target	Recruited	Achieved (Booked and completed)
66 to 74	0	1	1
75+	6	5	5
Total	6	6	6

Supporter of new PC applicant - Guarantee Credit only

Gender	Recruited	Achieved (Booked and completed)
Male	0	0
Female	3	3
Total	3	3

Supporter of new PC applicant - Savings Credit only

Gender	Recruited	Achieved (Booked and completed)
Male	1	1
Female	3	3
Total	4	4

Supporter of new PC applicant - Both

Gender	Recruited	Achieved (Booked and completed)
Male	0	0
Female	3	3
Total	3	3

Existing PC recipient - Guarantee Credit only

Gender	Target	Recruited	Achieved (Booked and completed)
Male	6	4	4
Female	6	8	8
Total	12	12	12

Age	Target	Recruited	Achieved (Booked and completed)
66 to 74	8	8	8
75+	4	4	4
Total	12	12	12

Claim Dates	Target	Recruited	Achieved (Booked and completed)
Jan 20 to Jul 24	6	6	6
Jul 24 to Dec 24	6	6	6
Total	12	12	12

Existing PC recipient - Savings Credit only

Gender	Target	Recruited	Achieved (Booked and completed)
Male	2	1	1
Female	2	5	5
Total	4	6	6

Age	Target	Recruited	Achieved (Booked and completed)
66 to 74	0	1	1
75+	4	5	5
Total	4	6	6

Claim Dates	Target	Recruited	Achieved (Booked and completed)
Jan 20 to Jul 24	2	2	2
Jul 24 to Dec 24	2	4	4
Total	4	6	6

Existing PC recipient - Both

Gender	Target	Recruited	Achieved (Booked and completed)
Male	2	2	2
Female	2	2	2
Total	4	4	4

Age	Target	Recruited	Achieved (Booked and completed)
66 to 74	0	0	0
75+	4	4	4
Total	4	4	4

Claim Dates	Target	Recruited	Achieved (Booked and completed)
Jan 20 to Jul 24	2	2	2
Jul 24 to Dec 24	2	2	2
Total	4	4	4

Entitled non-recipient - Age 66 to 74

Gender	Target	Recruited	Achieved (Booked and completed)
Male	5	5	5
Female	5	7	7
Total	10	12	12

Entitled non-recipient - Age 75+

Gender	Target	Recruited	Achieved (Booked and completed)
Male	5	6	6
Female	5	2	2
Total	10	8	8

Question 11

8. Appendix 2

Accepted Answer

8.1. New PC recipient discussion guide

Introduction (3 mins)

Section aim: Introduce research, reassure about confidentiality and set tone of discussion

Thanks and introduction: Introduce yourself and Verian – independent research agency
About the client: Research on behalf of DWP
Purpose of discussion:
- To understand your experience of applying for PC recently and the factors that influenced your decision to apply
Ethical considerations:
- This research is confidential and voluntary, you can choose not to answer individual questions in the interview or withdraw from the interview at any point if you wish to without providing a reason.
- However, if we believe that you or someone else is in direct threat of harm as a result of something serious that has been said during the interview, we will need to tell the appropriate authorities who can help with this.
- At no stage within this research will any personal details be shared with DWP. DWP will never know who has taken part in the research. Taking part will not affect any support or benefits that you might receive from DWP in any way, now, or in the future.
- Data collected will be stored securely by Verian and handled in accordance with the Data Protection Act 2018 and GDPR
Duration: Up to 60 minutes
Incentive: £40 Love2shop voucher
Confirmation:
- Do you have any questions?
- Check participant feels happy and able to go ahead with the interview
Thanks: Thank you for agreeing to talk to us about your experiences and views
Recording:
- Explain we would like to audio record the interview as this helps us to capture accurately what is said
- Reassure that the recording will not be shared with anyone beyond the immediate research team for analysis, and will be destroyed upon completion of the research
- Ask participant for permission to record
- Start recording and confirm consent

Background and context (5 mins)

Section aim: To warm up participants to the discussion and understand background information on the participant.

We would like to know a little about you. Could you tell me a bit about yourself?
- What they like to do in their spare time
- Who they live with
- Whether they’re retired or still working
- How long they have been receiving their pension
- Roughly how long they have been receiving PC
Could you describe your current financial situation?
- Please could you describe your financial situation – for example what pension/s you have or if you have other income

Awareness and understanding of PC prior to application (10 mins)

Section aim: To assess participant’s knowledge, awareness and understanding of PC

How would you describe PC in your own words?
- What PC is for/what it should be doing
- Who PC is for
- Whether understanding of PC changed following application
How did you find out about PC or become aware of it?
- Explore sources e.g. Word of mouth, family/friends, Gov.uk website, employer, news sites, advertisements.
  - If advertisements: whether it was on TV; Radio; newspapers; or on trains/buses
- Any other sources
- When they heard about PC (if able to recall)
- What did they think about the idea of claiming PC when they first heard about it
- What were their initial thoughts on their own eligibility
- Whether they applied right away or reasons why not
- Anything they did not understand
MODERATOR READ OUT: PC is separate from your state pension, and it gives you extra money to help with your living costs if you’re over State Pension age and on a low income. You can get PC even if you have other income, savings or own your own home.
How does that fit your own understanding of PC? Any surprises? Anything you don’t understand from this description?
There are a number of additional benefits, sometimes known as ‘passported benefits’ related to PC. We’re interested in understanding your awareness of these other benefits and if they affected your decision to apply for PC. Thinking back to when you first applied, were you aware of any passported benefits?

Moderator read out if required: Passported benefits are schemes or benefits someone can get if they are already entitled to certain other benefits, essentially providing a “passport” to additional support. Passported benefits for PC include Housing Benefit, Warm Home Discount Scheme, Council Tax discounts, a free TV licence (if over 75), Support for Mortgage Interest and help with NHS dental treatment, glasses, and transport costs.

Last winter, the Winter Fuel Payment was also a passported benefit.

Which passported benefits, if any, they were aware of
Were they already claiming any passported benefits
Which passported benefits, if any, affected their decision to apply for PC

Reasons for applying (10 mins)

Section aim: To understand participants’ reasons for applying for PC and the factors that affected their decision making

Thinking back to when you applied for PC, do you remember what your motivation was for applying at that time?

Spontaneous responses first then probe:

Winter Fuel Payment changes
Access to other passported benefits e.g Housing Benefit, free TV licence, Council Tax discount, help transport costs
Seeking increased quality of life/ needing extra financial support
They applied due to learning more about PC and believing they were eligible
Was it due to a particular event that suddenly changed their financial situation?
Seeing or hearing an advert
Encouragement from family and friends
Hearing (in adverts or from others) about the average PC claim amount
Thinking back to when you applied for PC, did you feel you understood the eligibility requirements to receive the benefit?
- Did their understanding change over time and if so, in what ways
- How did they work out they were eligible? [e.g. explore whether they applied on a whim, or whether they really understood the criteria and used the calculator etc., so definitely knew they would be eligible]
- Did they have any expectations around award amount?
Moderator note: In July 2024, the government announced that from winter 2024 to 2025 households in England and Wales would no longer be entitled to the Winter Fuel Payment unless they receive PC or certain other means-tested benefits. However, the government has recently shared (May and June 2025) that this decision will be partially reversed.
[THOSE WHO MENTIONED WINTER FUEL PAYMENT ONLY] Can you tell me a bit more about how the changes to Winter Fuel Payment influenced your decision to apply for PC?
- Were they aware of PC before the Winter Fuel Payment announcement in July 2024
[THOSE WHO MENTIONED OTHER PASSPORTED BENEFITS ONLY] Can you tell me a bit more about how [REFERENCED BENEFIT] influenced your decision to apply for PC?
- Any particular life circumstances which require passported benefit
- Perceived impact benefit would have on their life
Were there any reasons why you didn’t apply for PC sooner?

Spontaneous responses first then probe:

Lack of awareness of PC
Lack of understanding of application process (both online and paper)
Lack of understanding of their eligibility
Barriers to online application e.g digital skills or access to digital devices
Lack of support in applying
Lack of confidence in applying
Feeling uncomfortable claiming PC or other benefits
Change of circumstance prompting later application

Experience of application process (15 mins)

Section aim: To explore the motivations for applying for PC, perceptions of eligibility and experiences of the application process, including whether they received any support to complete it.

How did you find the experience of applying?
- What went well / not well
- What was easy/difficult
- Did you find anything particularly challenging?
- What, if anything, could have been improved about the process?
- Experience of using telephone vs paper vs online channel
  - Accessibility, ease, need for support
  - Were you aware that you could have applied by [post, online, telephone]?
  - What made you decide to apply by [channel]?
  - Were you aware that someone could apply on your behalf?
What support, if any, did you seek in applying for PC?
- Friends and family
- Online resources on websites e.g Age UK, Gov.uk or online for a e.g. social media, Gransnet
- In-person resources e.g local Citizens Advice office
- Other sources of support
[IF SOUGHT SUPPORT] At what stage of your application did you seek support?
- Before, during or after application
- Reasons why
[FOR THOSE WHO SOUGHT SUPPORT] Did you find the resources you used useful?
- Reasons why/why not
- Specific areas where they needed support and why
Were you awarded the amount that you were expecting from PC? Or was it more/less?
- If more/less – explore feelings around this. Do they know why?

Perceived impact of PC (5-10 mins)

Section aim: To explore what difference PC has made to recipients’ lives so far

How would you describe your financial situation now?
- How is this different from your situation when you decided to apply for PC, if at all?
- Views on ability to afford essentials such as food, housing, heating, transport, and health-related costs
- Views on ability to afford the things they like to do in life and what these things are
- Are there things they would like to do or buy that they can’t currently afford? What are these?
[If not already covered above] How much of a difference, if any, has receiving PC made so far to your life?

Moderator note: May need to tailor this based on how long they have been receiving it

Do they feel more able to afford the things they want in life? [Or has this always been the case?]
More socialising, a warmer home, treating family more
Has their quality of life changed/ improved/ stayed the same?
Any challenges/negative effects of PC?
How do they feel about their future financial situation

Close (2 mins)

Section aim: To get any final reflections and wrap up

Any final things to add or questions
Reminder of incentive - £40 voucher, to be with you within 10 working days
Confirm online or postal voucher and confirm email or home address
Reminder of rights and what will happen to the data
Thank and close

Supporter of new PC applicant discussion guide

Introduction (3 mins)

Section aim: Introduce research, reassure about confidentiality and set tone of discussion

Thanks, and introduction: Introduce yourself and Verian – independent research agency
About the client: Research on behalf of DWP
Purpose of discussion:
- To understand your experience helping or advising someone else to apply for PC.
Ethical considerations:
- This research is confidential and voluntary, you can choose not to answer individual questions in the interview or withdraw from the interview at any point if you wish to without providing a reason.
- However, if we believe that you or someone else is in direct threat of harm as a result of something serious that has been said during the interview, we will need to tell the appropriate authorities who can help with this.
- At no stage within this research will any personal details be shared with DWP. DWP will never know who has taken part in the research. Taking part will not affect any support or benefits that you or the PC recipient you have supported might receive from DWP in any way, now, or in the future.
- Data collected will be stored securely by Verian and handled in accordance with the Data Protection Act 2018 and GDPR.
Duration: Up to 60 minutes
Incentive: £40 Love2shop voucher
Confirmation:
- Do you have any questions?
- Check participant feels happy and able to go ahead with the interview
Thanks: Thank you for agreeing to talk to us about your experiences and views
Recording:
- Explain we would like to audio record the interview as this helps us to capture accurately what is said
- Reassure that the recording will not be shared with anyone beyond the immediate research team for analysis, and will be destroyed upon completion of the research
- Ask participant for permission to record
- Start recording and confirm consent

Background and context (5 mins)

Section aim: To warm up participants to the discussion and understand background information on the participant.

We would like to know a little about you. Could you tell me a bit about yourself?
- Who they live with
- What they like to do in their spare time
Can you tell us a bit about the person you supported to apply for PC?

Moderator note: Refer to claimant by name throughout if/when provided

Background information on claimant
Other areas of life they support the claimant with
Were they aware they could claim on the person’s behalf?
Did they have any reluctance to broach the subject of claiming PC, and if so, why?
What is your relationship with the claimant?
- Carer, son/daughter, friend, sibling, other
- Other areas of life they support the claimant with
- How frequently are they in contact with the claimant?
Did you prompt the recipient to apply for PC?
- If so, what made them encourage the participant and why at that time
- What was recipient’s response to this prompt? Positive/negative?
- Did anything delay the application
- Views on whether the application would be successful

Awareness and understanding of PC prior to supporting with application (10 mins)

Section aim: To understand participant’s level of awareness of PC prior to application; experience, opinion and perspective of PC.

How would you describe PC in your own words?
- What PC is for/what it should be doing
- Who PC targets
- Perceptions of the value of PC claim
Do you remember how you found out about PC?
- Explore sources e.g. Word of mouth, family/friends, Gov.uk website, employer, news sites, advertisements.
- If advertisements: whether it was on TV; Radio; newspapers; or on trains/buses
- How useful were these sources?
- Through knowledge and receipt of other benefits/passported benefits (if so, note for expansion/comparison of application process later - Section 4)
There are a number of additional benefits, sometimes known as ‘passported benefits’ related to PC. We’re interested in understanding your awareness of these other benefits and whether they affected the recipient’s decision to apply for PC. Thinking back to when you first helped with the application, were you or the recipient aware of any passported benefits?

Moderator read out if required: Passported benefits are schemes or benefits someone can get if they are already entitled to certain other benefits, essentially providing a “passport” to additional support. Passported benefits for PC include Housing Benefit, Warm Homes Discount Scheme, Council Tax discounts, a free TV licence (If over 75). Support for Mortgage Interest and help with NHS dental treatment, glasses, and transport costs.

Last winter, the Winter Fuel Payment was also a passported benefit.

Which passported benefits, if any, they were aware of
What was their understanding of these benefits
Anything surprising or unexpected from the description?
Since supporting the recipient with the application, has your understanding of PC changed?
- If yes, in what ways?

Experience of supporting with application process (10-15 mins)

Section aim: To understand the experiences of the PC application process.

We’re keen to understand the reasons why you came about supporting the recipient with the application. Can you tell us a bit more about this?
- Why the person decided to help the recipient to apply for PC
- Were they worried about the recipient?
- Views on whether they felt the recipient was eligible
- If the recipient asked for help
Can you tell me in detail how you supported the recipient with the application?
- How involved they were
- What specific tasks they supported with
- Length of time it took to help with the application
Were you aware of the different ways you could apply for PC? Which option did you choose and why?
- Awareness of post, online, telephone
- Reasons for chosen option
[IF NOT PREVIOUSLY MENTIONED] What specific tasks did you support with?

Spontaneous responses then probe:

[IF APPLIED ONLINE] Finding the website
[IF ONLINE] Helping with online application e.g obtaining the required documentation needed to apply, navigating the website, filling out the form
[IF BY TELEPHONE] Helping with telephone application e.g finding the telephone number, obtaining the required documentation needed to apply, filling out the form
[IF BY POST] Helping with paper application e.g obtaining the correct forms, obtaining the required documentation needed to apply, filling out the form
Explore reasons for supporting e.g. digital skills, prior experience, learning difficulties)
Did you seek out any support or advice when helping the recipient with their application?
- Sources of support e.g gov.uk website, advice organisation or charity, friends and family
- Whether the support was helpful
- What other support might have been helpful?
What went well with the PC application process?
What were the challenges of the PC application process?
Is there anything you think would improve the process for recipients or those helping them with the application?

Spontaneous responses first, then probe:

Other sources of support
[IF CLAIMANT HAS EXPERIENCE OF APPLICATIONS FOR OTHER BENEFITS] How did you find the PC application in comparison to other applications?
- Anything different with the PC application compared to other applications
- Positives/negatives

Perceived impact of PC for the person they support (2-5 mins)

Section aim: To understand the effects and impact of PC to the claimant.

Are you aware of any differences that PC has made to the recipient’s life?
- Views on ability to afford essentials such as food, housing, heating, transport, and health-related costs
- Views on ability to afford the things they like to do in life and what these things are
- Any awareness of if there are things the claimant would like to do or buy that they can’t currently afford
- Changes to mental health or wellbeing

Close (2 mins)

Section aim: To get any final reflections and wrap up

Any final things to add or questions
Reminder of incentive - £40 voucher, to be with you within 10 working days
Confirm online or postal voucher and confirm email or home address
Reminder of rights and what will happen to the data
Thank and close

8.2. Existing PC recipient discussion guide

Introduction (3 mins)

Section aim: Introduce research, reassure about confidentiality and set tone of discussion

Thanks and introduction: Introduce yourself and Verian – independent research agency
About the client: Research on behalf of DWP
Purpose of discussion:
- To understand your motivations for applying for PC (PC), the experience of applying, and any impact that claiming PC has had on your life 
Ethical considerations:
- This research is confidential and voluntary, you can choose not to answer individual questions in the interview or withdraw from the interview at any point if you wish to without providing a reason.
- However, if we believe that you or someone else is in direct threat of harm as a result of something serious that has been said during the interview, we will need to tell the appropriate authorities who can help with this.
- At no stage within this research will any personal details be shared with DWP. DWP will never know who has taken part in the research. Taking part will not affect any support or benefits that you might receive from DWP in any way, now, or in the future.
- Data collected will be stored securely by Verian and handled in accordance with the Data Protection Act 2018 and GDPR
Duration: Up to 60 minutes
Incentive: £40 Love2shop voucher
Confirmation:
- Do you have any questions?
- Check participant feels happy and able to go ahead with the interview
Thanks: Thank you for agreeing to talk to us about your experiences and views
Recording:
- Explain we would like to audio record the interview as this helps us to capture accurately what is said
- Reassure that the recording will not be shared with anyone beyond the immediate research team for analysis, and will be destroyed upon completion of the research
- Ask participant for permission to record
- Start recording and confirm consent

Background and context (5 mins)

Section aim: To warm up participants to the discussion and understand background information on the participant

We would like to know a little about you. Could you tell me a bit about yourself?
- Who they live with
- What they like to do in their spare time
- Whether they’re still working in any capacity
- How long have they been receiving their pension
- Roughly how long they have been receiving PC

Awareness and understanding of PC (10 mins)

Section aim: To get a better understanding of participants’ awareness of PC prior to applying, and what they did/did not understand about PC

How would you describe PC in your own words?
- What PC is for/what it should be doing
- Who PC is for
Do you remember when you first heard about PC?

Moderator note: Participants may struggle with recall here if they applied several years ago, provide reassurance if this is the case and move on as and when needed

Where did they hear about PC and what they understood about PC
Initial thoughts on their own eligibility and whether they would claim
Whether they applied right away or reasons why not
Anything they did not understand
MODERATOR READ OUT: PC is separate from your state pension, and it gives you extra money to help with your living costs if you’re over State Pension age and on a low income. You can get PC even if you have other income, savings or own your own home.
- How does that fit your own understanding of PC? Any surprises?
- Anything you don’t understand from this description?
There are a number of additional benefits, sometimes known as ‘passported benefits’ related to PC. We’re interested in understanding your awareness of these other benefits and if they affected your decision to apply for PC. Thinking back to when you first applied, were you aware of any passported benefits?

Moderator read out if required: Passported benefits are schemes or benefits someone can get if they are already entitled to certain other benefits, essentially providing a “passport” to additional support. Passported benefits for PC include Housing Benefit, Warm Home Discount Scheme, Council Tax discounts, a free TV licence (if over 75), Support for Mortgage Interest and help with NHS dental treatment, glasses, and transport costs.

Last winter, the Winter Fuel Payment was also a passported benefit.

Are you aware of which passported benefits, if any, you have been receiving?
Were they already claiming any passported benefits
Which passported benefits, if any, affected their decision to apply for PC

Reasons for applying for PC (10-15 mins)

Section aim: To understand participants’ reasons for applying for PC and the factors that affected their decision making

Thinking back to when you applied for PC, do you remember what your motivation was for applying at that time?

Spontaneous responses first then probe:

[FOR THOSE STRUGGLING TO RECALL PC APPLICATION] What was happening around the time they applied and how this might have influenced the decision to apply
Winter Fuel Payment changes (only for claims started on/after 29th July 2024)
Access to other passported benefits e.g Housing Benefit, free TV licence, Council Tax discount, help with help and transport costs
Seeking increased quality of life/needing extra financial support
They applied due to learning more about PC and believing they were eligible
Was it due to a particular event that suddenly changed their financial situation?
Seeing or hearing an advert
Encouragement from family and friends
Hearing (in adverts or from others) about the average PC claim amount
Thinking back to when you applied for PC, did you feel you understood the eligibility requirements to receive the benefit?
- Whether they thought they would be eligible and if this changed at any stage
- Whether they thought they would not be eligible and if this changed at any stage
- Did they have any expectations around award amount?
Moderator note: In July 2024, the government announced that from winter 2024 to 2025 households in England and Wales would no longer be entitled to the Winter Fuel Payment unless they receive PC or certain other means-tested benefits. However, the government has recently shared (May and June 2025) that this decision will be partially reversed.

[THOSE WHO MENTIONED WINTER FUEL PAYMENT ONLY] Can you tell me a bit more about how the changes to Winter Fuel Payment influenced your decision to apply for PC?

Were they aware of PC before the Winter Fuel Payment announcement in July 2024
[THOSE WHO MENTIONED OTHER PASSPORTED BENEFITS ONLY] Can you tell me a bit more about how [REFERENCED BENEFIT] influenced your decision to apply for PC?
- Any particular life circumstances which require passported benefit
- Perceived impact benefit would have on their life
Were there any reasons why you didn’t apply for PC sooner?

Spontaneous responses first then probe:

Lack of awareness of PC
Lack of understanding of application process (both online and paper)
Lack of understanding of their eligibility
Barriers to online application e.g digital skills or access to digital devices
Lack of support in applying
Lack of confidence in applying
Feeling uncomfortable about claiming PC or other benefits
Change of circumstance prompting later application

Perceived impact of PC (10 mins)

Section aim: To learn whether PC has affected participants’ lives and in what ways

How would you describe your financial situation now?
- How is this different from your situation when you decided to apply for PC, if at all?
- Views on ability to afford essentials such as food, housing, heating, transport, and health-related costs
- Views on ability to afford the things they like to do in life and what these things are
- Are there things they would like to do or buy that they can’t currently afford? What are these?
[If not already covered above] How much of a difference, if any, has receiving PC made so far to your life?

Moderator note: May need to tailor this based on how long they have been receiving it

Do they feel more able to afford the things they want in life? [Or has this always been the case?]
More socialising, a warmer home, treating family more
Has their quality of life changed/ improved/ stayed the same?
Any challenges/negative effects of PC?
How do they feel about their future financial situation
Do you know anyone else that might be eligible for PC and would you encourage them to apply?
- Reasons why/why not

Close (2 mins)

Section aim: To get any final reflections and wrap up

Any final things to add or questions
Reminder of incentive - £40 voucher, to be with you within 10 working days
Confirm online or postal voucher and confirm email or home address
Reminder of rights and what will happen to the data
Thank and close

8.3. Entitled non-recipient discussion guide

Introduction (3 mins)

Section aim: Introduce research, reassure about confidentiality and set tone of discussion

Thanks and introduction: Introduce yourself and Verian – independent research agency
About the client: Research on behalf of DWP
Purpose of discussion:
- To learn more about your awareness and understanding of PC, and explore reasons why you are not currently claiming PC
Ethical considerations:
- This research is confidential and voluntary, you can choose not to answer individual questions in the interview or withdraw from the interview at any point if you wish to without providing a reason.
- However, if we believe that you or someone else is in direct threat of harm as a result of something serious that has been said during the interview, we will need to tell the appropriate authorities who can help with this.
- At no stage within this research will any personal details be shared with DWP. DWP will never know who has taken part in the research. Taking part will not affect any support or benefits that you might receive from DWP in any way, now, or in the future.
- Data collected will be stored securely by Verian and handled in accordance with the Data Protection Act 2018 and GDPR
Duration: Up to 60 minutes
Incentive: £40 Love2shop voucher
Confirmation:
- Do you have any questions?
- Check participant feels happy and able to go ahead with the interview
Thanks: Thank you for agreeing to talk to us about your experiences and views
Recording:
- Explain we would like to audio record the interview as this helps us to capture accurately what is said
- Reassure that the recording will not be shared with anyone beyond the immediate research team for analysis, and will be destroyed upon completion of the research
- Ask participant for permission to record
- Start recording and confirm consent

Background and context (5 mins)

Section aim: To warm up participants to the discussion and understand background information on the participant.

We would like to know a little about you. Could you tell me a bit about yourself?
- Who they live with
- What they like to do in their spare time
- Whether they’re still working in any capacity
- How long have they been receiving their pension

Understanding and awareness of PC (15 mins)

Section aim: To determine participant’s level of awareness and understanding (if any) of PC

The main topic we’d like to speak to you today about is PC. How much do you know about PC, if anything?

Spontaneous responses then probe:

What PC is for/what it should be doing
Who PC targets
Any knowledge of the application process
- Listen out for knowledge about whether PC has to be claimed and can’t be automatically paid like some other benefits.
Any personal experience of applying, and if so, what was that experience like? Did they complete their application? What was the outcome?
- MODERATOR NOTE: No one in Entitled non-recipient should have submitted a successful application, but it’s useful to know if they have ever attempted or completed one (or if they think they have).
[IF PARTICIPANT HAS EXISTING KNOWLEDGE OF PC] Where did you find out about PC?
- Did they seek out the information themselves, or were they told by someone else?
- Explore sources e.g. friends/family, the news, gov.uk, advert etc.
- When did they hear about PC (if able to recall)?
Have you ever checked whether you are personally eligible for PC?
- If yes, how did they check?
- If yes, when was this (roughly)?
- If no, why?
Do you know if you are eligible for PC or not?
- Probe on reasons why they think they are / are not eligible
MODERATOR READ OUT: PC is separate from your state pension, and it gives you extra money to help with your living costs if you’re over State Pension age and on a low income. You can get PC even if you have other income, savings or own your own home.
- How does that fit your own understanding of PC? Any surprises?
- Anything you don’t understand from this description?
Do you know anything about the different channels through which you can apply for PC?
- MODERATOR NOTE: It’s possible to submit an application for PC via three different channels: online on gov.uk; over the telephone; and via post. Listen out for mentions of any of these three channels.

Barriers/facilitators to applying for PC (10 mins)

Section aim: To understand why those who may be eligible for PC may have not claimed or successfully applied for the benefit.

[IF PARTICIPANT HAS KNOWLEDGE OF, BUT HAS NOT APPLIED FOR, PC] Is there anything that has prevented you from applying for PC?

Spontaneous responses first, then probe:

Lack of clarity about eligibility, or thinking they may not be eligible
The application process – did they have any preconceptions about this?
Lack of need for additional financial support
The view that the additional money/passported benefits wouldn’t be enough to make a tangible difference to their quality of life
- If the above is mentioned: How much do they think they would be eligible to receive? How did they arrive at this figure?
Hearing negative things about PC or DWP in the media, or through word-of-mouth
Lack of trust in DWP/government
Lack of digital capabilities, or no access to a digital device
Feeling uncomfortable about claiming PC or other benefits
Fear about the impact that claiming PC may have on any other benefits they may claim
[IF NEVER APPLIED FOR PC] Is there anything that would motivate you to apply for PC in the future?

Spontaneous responses first, then probe:

A change in their personal/financial circumstances
- Improvements to the claims process
- Increased support for those wishing to make a claim
- Increased PC amount?/More passported benefits?
[IF STARTED AN APPLICATION BUT DIDN’T COMPLETE IT] What made you decide to start the application process for PC?
- Was the key driver the additional financial support from PC, or the passported benefits that come with it? Do they mention:
  - Housing benefit
  - Winter Fuel Payment
  - Support for Mortgage Interest
  - Help with NHS Dental Treatment, glasses and transport costs for hospital appointments
  - Warm Home Discount Scheme (help with heating costs)
  - Discount on Royal Mail Redirection Service
- Was it due to a particular event that suddenly changed their financial situation?
- Was there anything that prevented them from applying sooner?
[IF STARTED AN APPLICATION BUT DIDN’T COMPLETE IT] Why do you think you didn’t complete your application to receive PC?

Spontaneous responses first, then probe:

Lack of clarity about eligibility, or thinking they may not be eligible
The application process
Hearing negative things about PC in the media, or through word-of-mouth
Worries about changes to eligibility criteria
Feeling uncomfortable about claiming PC or other benefits
[IF STARTED AN APPLICATION BUT DIDN’T COMPLETE IT] Did your understanding of PC change during the application process?
[IF NO AWARENESS OF PC] Having heard a little about PC now, would you consider applying in the future?
- Reasons why/why not
What, if anything, do you think would make you more likely to apply for PC in the future?
- Note if participant mentions changes to their personal financial situation or just changes to the application process

Understanding life without PC (10 mins)

Section aim: To understand how the participant is managing financially without having accessed PC.

We’re keen to understand a bit more about what your life is like financially. Do you feel you have enough money to cover everything you need?
- Views on ability to afford essentials such as food, housing, heating, transport, and health-related costs
- Views on ability to afford the things they like to do in life and what these things are
- Are there things they would like to do or buy that they can’t currently afford? What are these?
- Is there anyone else in their life who supports them financially?
What impact do you think receiving PC would have on your life and why?

Spontaneous responses first, then probe positive, negative and neutral impacts:

No impact
More/less financial security
Changes mental/physical health
Changes to housing situation
Ability to afford luxuries
[IF NOT COVERED IN QUESTION ABOUT BARRIERS TO APPLYING] How much do you think you might be eligible to receive through PC?
[IF NOT COVERED IN QUESTION ABOUT STARTING A PC APPLICATION] Any impact of other benefits that come with PC? Ask separately about each of the following:
- Housing benefit
- Support for Mortgage Interest
- Help with NHS Dental Treatment, glasses and transport costs for hospital appointments
- Warm Home Discount Scheme (help with heating costs)
- Discount on Royal Mail Redirection Service

Close (2 mins)

Section aim: To get any final reflections and wrap up

Any final things to add or questions
Reminder of incentive - £40 voucher, to be with you within 10 working days
Confirm online or postal voucher and confirm email or home address
Reminder of rights and what will happen to the data
Signpost to gov.uk website for information on how to apply for PC, if desired
Thank and close

Purposive sampling is a non-probability sampling technique where researchers intentionally select participants based on their specific characteristics to answer a research question. ↩
Passported benefits refers to any benefits that people are automatically eligible for as a result of being eligible for Pension Credit. This includes Council Tax discounts, Warm Homes discount and help with NHS dental treatment and glasses. This also included Winter Fuel Payment between July 2024 and August 2025. ↩
Purposive sampling is a non-probability sampling technique where researchers intentionally select participants based on their specific characteristics to answer a research question. ↩
When the research was commissioned, people had to be entitled to PC or certain other means-tested benefits or tax credits to be eligible for WFP. Since that time, there has been a change to the policy and WFP is paid to all qualifying pensioners but recovered from those who have an annual income over £35,000 through the tax system. ↩
Pension Credit applications and awards: February 2025 - GOV.UK ↩
For the latest publication relating to PC applications and awards: Pension Credit applications and awards: November 2025 - GOV.UK ↩
A list of live DWP research projects can be found here: Current DWP research being undertaken by external organisations - GOV.UK. The list allows people who have been contacted to take part in research by an external research organisation on behalf of DWP, to verify that the research is genuine. ↩
Information on Pension Credit eligibility can be found here: Pension Credit: Eligibility - GOV.UK ↩
What to do after someone dies: Tell Us Once - GOV.UK ↩
What to do after someone dies: Tell Us Once - GOV.UK ↩

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Executive summary

Research context

Summary of key findings

Awareness and understanding of PC and passported benefits[footnote 2]

Reasons for applying or not applying for PC

Experience of the application process

Impact of receiving or not receiving PC and passported benefits

Acknowledgements

Glossary

1. Introduction

Chapter summary

1.1. Policy context

1.2. Research methods

1.2.1. Research design and research questions

1.2.2. Sample

Overall sampling strategy

1.2.3. Overview of research activities

Recruitment

Development of fieldwork materials

1.3. Data analysis

Subgroup analysis

1.4. Research ethics

2. Awareness and understanding of Pension Credit and passported benefits

Chapter summary

2.1. Understanding of Pension Credit among existing or new recipients

Recipient understanding of eligibility criteria for PC

Groups who were more likely to have a higher understanding of PC

Where recipients first heard about PC

2.2. Awareness of passported benefits among existing or new recipients

2.3. Awareness and understanding of PC among entitled non-recipients

Linda’s Story

Susan’s Story

3. Reasons for applying or not applying for Pension Credit

Chapter summary

3.1. The reasons for applying for Pension Credit

Financial necessity

Access to existing or additional benefits

Change in circumstances

Prompts by others

3.2. The role of passported benefits in applying for PC

Other passported benefits

3.3. Lack of awareness of PC and the misconceptions about eligibility

Lack of awareness

Perceived stigma

Reasons why potential entitled non-recipients did not apply for PC

Other reasons for entitled non-recipients not applying for PC included:

Reasons why entitled non-recipients would consider applying for PC in the future

John’s Story

Phillip’s Story

4. Experience of the application process

Chapter summary

4.1. What went well

Simple and accessible application modes

Clear communication from DWP staff

Support from family, friends and organisations

4.2. What went less well

Digital exclusion and inaccessibility

Inconsistent and confusing communication

The role of pre-existing access to other benefits

Reasons for supporting an older person with the application process

Types and levels of support given to the recipient

Louis’s Story

David’s Story

Denise’s Story

Aisha’s Story

Padma’s Story

5. Perceived impact of Pension Credit and passported benefits

Chapter summary

5.1. Perception of financial wellbeing and the impact of Pension Credit

5.2. Perceived positive impacts of PC and passported benefits

Overall quality of life

Impact of passported benefits

Ability to afford essential costs

Ability to afford non-essentials

Increased ability to save

Consistency among supporters

5.3. Understanding the circumstances of potential entitled non- recipients

Ability to afford costs

Perceived potential impact of PC and passported benefits

Awareness and understanding of PC and passported benefits^{[footnote 2]}