Helping someone to claim benefits

If you’re concerned about the finances of someone you know, you may want to speak to them to find out more. You may know that they need support but find it hard to talk about claiming benefits. Here are some talking points to start a conversation about money: 

• "What’s for tea tonight?"
• "Are you managing with food prices going up?"
• "Are you worried about rising energy bills?"
• "So much is online now – can I help you get anything sorted?"
• "Did you know a third of older people who could get Pension Credit aren’t claiming it?"
• "Have you checked if you qualify for Attendance Allowance?"
• "Is there anything around the house you need help with?"
• "What would make that easier?"
• "Are you still able to do things you enjoy?"

If someone finds it difficult to discuss their finances, our Talking about money webpage might help.

Some older people may not claim what they’re entitled to because they do not know what’s available or do not think they’ll qualify. They may think the process of claiming is too long and complicated, especially if the application is online. You can help by explaining the benefits and offering to help them make a claim. 

Understanding benefits

Benefits can be confusing, as they often have different qualifying criteria and the application process can vary. The more you know, the easier the conversation might be. 

Our benefits pages have information about a number of benefits, including: 

• Attendance Allowance
• Pension Age Disability Payment
• Pension Credit
• Carers’ benefits. 

You can also order our free guides if you or the person you’re helping prefer to read printed copies.

You could use our benefits calculator to check what benefits they qualify for. However, keep in mind that you will need to know certain information about the person you’re trying to help, and know their finances. For example, you will need to know their exact income, any benefits they’re currently claiming, and whether they rent or own their home. You can also contact our Helpline for a free, confidential benefits check.

Helping them apply

Read all the application instructions before you help someone fill in the online or paper form. You can ask for a form in an alternative format if you need to, like large print or braille.

Ask the person you’re helping to get everything ready that they’ll need. For most benefits, they will need their National Insurance number and their bank details, but some benefits may also need other information – for example:

• for Pension Credit, they will need proof of all their income, proof of savings, and investments, and details of their housing costs
• for Attendance Allowance, they will need their GP details, information about medication, and any treatment they’re having.

Practical tips

• Remember, it can be difficult for someone to ask for help. Stress that it’s money they’re entitled to.
• It can be upsetting to talk about help to manage personal care – let the person you’re supporting know that you understand and take breaks if needed.
• Use their words as much as possible and check they’re happy with what you’ve written.
• For some benefits – for example, Attendance Allowance – encourage them to give as much detail as possible and not to downplay their difficulties.
• If possible, try to be in a private place, as the application questions might be very personal.
• Allow lots of time – fill the application out in stages if it’s difficult or tiring.

If you need support to fill in a benefits application, contact our Helpline. Our advisers can help guide you and the person you’re helping through the process.

The Attendance Allowance form, in particular, can be difficult to complete. Our factsheet Disability benefits: how to claim Attendance Allowance explains what the application is like, gives tips on how best to complete the form, and explains what to expect once you’ve submitted your claim.  

Some people struggle with online applications, especially if they do not use the internet often. AbilityNet has advice on how to help someone get online and start using smartphones or computers. 

As well as helping them get money they’re entitled to, it might be worth thinking about other ways to help the person with their finances. For example, there could be:

• ways they can get help with health costs
• support with their housing costs
• free or discounted services they could use.

Our free Moneywise guide for England and Wales or for Scotland has lots more information on how to boost your income and cut your bills.