Older people applying for financial support through four main entitlements could have to answer 450 questions – which could take up to four hours with the help of a trained adviser – according to new research from national charity Independent Age.
Long and complex application processes for financial support can be extremely difficult to complete at all without support and can take a significant number of hours if they are able to do so, Independent Age says.
Although elderly people are entitled to Pension Credit, Attendance Allowance, Housing Benefit and Council Tax Reduction, the charity reveals that an overly complex system is preventing many people in later life from receiving all of the correct sums of money.
In its new report, titled ‘Jumping Through Hoops’, Independent Age looks into older people’s experiences of navigating the social security system in the UK. It found that the number of entitlements available caused confusion, and each one requires its own form, which can be time-consuming to complete.
The research also found that certain groups can find the application process more difficult, including those with no internet access, those with mental or physical health conditions and those with low literacy levels. The interviews also revealed that many older people feel a sense of stigma and shame when asking for financial help, and the long, complex application process could prevent many from seeking out support.
Certain types of support for people in later life, including Pension Credit and Housing Benefit, have low take-up. The latest Pension Credit take-up figure is 65 per cent, meaning up to 760,000 low-income households, or 970,000 individuals are missing out financial support they are entitled to, with £1.5billion going unclaimed.
One respondent, Susan, aged 69, shared her experience when applying for financial support: “Applying for Attendance Allowance was awful. Reducing me to tears and even making me feel suicidal several times. Not only were the questions difficult to understand, but dwelling on all of the things that I am no longer capable of doing sent me into a very dark place.”
Required reform
Despite attempts by previous UK Governments to boost Pension Credit take-up, including awareness campaigns, numbers have remained low.
The latest Housing Benefit take-up number is 83 per cent, meaning 270,000 older households are missing out, with £1.1billion currently going unclaimed. Independent Age is calling on the UK Government to develop a take-up strategy for all entitlements that removes the barriers faced by many people in later life when navigating through the social security system.
Joanna Elson CBE, chief executive at Independent Age, said: “It is clear that the UK has a social security system that is far too complex and difficult to navigate, and while there are numerous entitlements available, many people in later life are often unable to access potentially life-changing support as a result. Something has to change.
“There are currently around two million older people living in poverty, and a further one million are precariously on the edge. The UK Government and local authorities must work together to drive take-up for benefits such as Pension Credit and Housing Benefit. There needs to be an entitlement take-up strategy that tears down the barriers that make it so difficult to understand the system and, in some cases, inaccessible for many people in later life.
“The strategy should include plans to simplify and streamline the application process, people shouldn’t have to spend hours answering hundreds of questions. The DWP should also investigate the feasibility of automating or semi-automating certain entitlements, as this could help get money into the pockets of those who need it.”
