At the end of 2022, NAWRA, in conjunction with Greater Manchester Law Centre, carried out a survey investigating delays in processing pension credit claims which highlighted that people were often waiting months for claims to be paid leading to financial hardship.
Our report was used as evidence in a Commons debate about the issue and some improvements were observed.
However, with the recent announcement, at the end of July 2024, that winter fuel payments were to be restricted to those in receipt of pension credit, or other specified means-tested benefits, there was a tripling of claims to pension credit in September 2024 compared to prior to the policy change.
As a result NAWRA decided to rerun the survey during October 2024 and, having received 132 responses from advisers across the UK, the following results were observed –
- While 38% of respondents felt the average time to process a claim was 6 to 12 weeks, 45% reported average times of 12 weeks to 6 months and 12% reported 6 months plus;
- When asked about the longest delay experienced, many reported delays of several months, and in some cases, more than a year;
- Other problems reported included –
- Long waiting times on the helpline and incorrect advice given;
- Promised callbacks not happening;
- Evidence being lost in the post;
- No facility to fast-track claims for those with a terminal illness;
- Lack of escalation route on problem cases other than the MP;
- While straightforward cases can be processed relatively quickly, more complex cases can take many months;
- Not using the implicit consent procedure where the claimant is not with the adviser.
While this survey is anecdotal and advisers are more likely to see problem cases, a written answer in the House of Commons this week confirms that the average actual clearance time for pension credit claims was almost 8 weeks at the start of October 2024. This will only reflect processing times for claims received before the recent influx so the times are highly likely to increase. The figures also do not give any indication of the longest waiting times, or of the numbers who are experiencing them. And while claims made before 21 December 2024 will retain eligibility for the winter fuel payment, it will not be paid until the claim has been processed – too late to turn up the heating this winter.
NAWRA wrote to the Secretary of State on 21 August 2024 expressing our concerns that pensioners would be going without this winter and urging the government to put a hold on its plans at least until there has been a chance for proper consultation, and there are resources in place to deal with increased claim numbers. However, the letter remains unanswered.
Thanks to all who answered the survey – we will continue to monitor the situation closely. If you have any comments or evidence of hardship that is being caused as a result of this issue, please email daphne@nawra.org.uk