Helping someone to claim benefits

If you’re worried about the finances of someone you know, you may want to speak to them to find out more about their finances. You may know that they’re struggling and could be claiming benefits, but are unsure how to discuss it with them. Here are some talking points to start a conversation about benefits: 

• “What’s on the menu 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 qualify aren’t claiming Pension Credit?”

• “Have you checked if you qualify?”

• “Is there anything around the house you need help with?”

• “What would make that easier?”

• “Are you still able to do things you enjoy?"

Our Talking about money webpage can help if someone finds it difficult to discuss their finances.

Some older people may not claim what they’re entitled to because they don’t know what’s available or don’t think they’ll qualify. Or they may think claiming is too long and complicated, especially if the application process 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 knowledgeable you are, the easier the conversation will be. Our benefits pages have information about a number of benefits, such as Attendance Allowance, Pension Credit, carers’ benefits and more. You can also order our free guides if you or the person you’re helping prefer to read physical material.

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 and their finances – for example, their income, any benefits they’re currently claiming, and whether they rent or own their home. You can also call our Helpline for a free, confidential benefits check. 

Helping them apply

Read all the instructions before you help them 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 them 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 an entitlement, not charity.

• It can be upsetting to talk about help to manage personal care – let them 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.

• Respect their privacy – if possible, try to be in a private place, as the questions might be very personal.

• Allow lots of time – do it in stages if it’s difficult or tiring.

If you need support to fill in a benefit application, call our Helpline. If you’re applying for Pension Credit, one of our advisers can help you complete it over the phone. 

The Attendance Allowance form can be difficult to complete, as the older person will need to think about their health and care needs. Our Attendance Allowance factsheet explains what the application is like, tips on how best to complete the form, and what to expect once you’ve submitted your claim.  

Some people struggle with online applications, especially if they don’t 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 considering other ways to help the person with their finances. For example, their may be ways they can get help with health costs or housing costs, or there could be free or discounted services they could use. Our free Moneywise guide has information on how to boost your income and cut your bills.