12 April 2006 - Publication of DWP research report 336: Understanding the Relationship Between the Barriers and Triggers to Claiming Pension Credit
This research presents the findings from an indepth, qualitative research project designed to provide insight into the barriers that exist to claiming Pension Credit and the ways in which they can be overcome. The research involved indepth interviews and focus groups, undertaken in summer 2005, with both potential eligible non-recipients of Pension Credit as well as those who had recently made a successful claim.
This research adds to our previous knowledge about barriers and triggers to claiming by exploring how barriers interrelate with one another and with triggers to claiming. It identifies a primary set of barriers that override a larger set of secondary barriers associated with the process of claiming.
The most common primary barrier was perceived ineligibility. Another primary barrier was concern among some people who thought they would be worse off if they claimed Pension Credit in addition to existing benefits. Assumptions about process related barriers, identified in previous research, dissuaded older people from making ‘speculative’ applications but most admitted that they would be prepared to go through the application process if they knew they were eligible. Indeed those who had claimed had found the process to be more straightforward than they had anticipated before they claimed.
A personal visit from The Pension Service was the most common trigger because they tackled the primary barrier of perceived ineligibility (by explaining to older people the criteria for entitlement to the benefit) and they also addressed secondary barriers by assisting people with the application process.
Potential eligible non-recipients and recent recipients were asked for their opinions on some ideas for possible changes to the Pension Credit process which might be considered in the future by DWP. Participants were most likely to feel that an anonymous helpline would encourage them to make a claim (or would have encouraged them to make a claim sooner if they had recently started to receive Pension Credit). This met the need that respondents expressed spontaneously for some means of finding out whether or not they were eligible before making a claim.
The majority of recent recipients felt that it has been worthwhile making an application. Even some of those who only received very small awards felt some satisfaction in having made a successful claim.
Notes for editors:
- The research was undertaken by Lorna Adams, Karen Bunt and Courtney Leo at IFF Research.
- Eight group discussions were conducted with potential eligible non-recipients; split by whether they were likely to be entitled to different levels of Pension Credit. In addition, ten face-to-face depth interviews were carried out with potential eligible non-recipients who were in receipt of Housing Benefit or Council Tax Benefit. Forty face-to-face depth interviews were conducted with recent recipients of Pension Credit. These interviews were structured to ensure coverage of those who applied as soon as they became eligible and those who had resisted making a claim for different amounts of time.
- Understanding the Relationship Between the Barriers and Triggers to Claiming Pension Credit was published on 12th April in the Department for Work and Pensions Research Report Series (Report number 336). A copy of the report can be downloaded from the DWP website: http://www.dwp.gov.uk/asd/asd5/rrs2006.asp
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