Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure that the application process for (a) Pension Credit and (b) other benefits is (i) accessible and (ii) supportive to (A) elderly and (B) vulnerable people.

Claims for Pension Credit can be made online at: www.gov.uk/pension-credit/how-to-claim. The service is available to use 24/7, and provides those who may struggle to make their claim alone the flexibility to have a friend or family member to support them when making their claim at a time that is most convenient to them. Pension Credit claims can also be made through the Freephone telephone number 0800 99 1234, and there is an option to complete a paper application form.

DWP Agents and third-party organisations are also available to support customers with the application process. For customers who are unable to complete forms themselves a home visit from a visiting officer can be arranged. For customers who are deaf and use British Sign Language a Video Relay Service (known as VRS) is available and for customers who cannot hear or speak on the phone, can use Relay UK service. Further information can be found on Gov.uk Easy read: Pension Credit - GOV.UK.

The Department for Work and Pensions (DWP) is committed to providing the best possible support for all customers claiming benefits. We recognise as a Department we come into contact with claimants who are vulnerable. Many, particularly those with severe heath conditions and disabilities, already have support in place from third parties (friends, relatives or appointees for example). However, for those who don’t, DWP provide a range of information and services to support customers through its benefit application processes. For the most vulnerable customers we offer support through the Visiting Service. This can include help with form completion or the application process more generally. Support visits if you need help to claim benefits - GOV.UK

DWP staff are trained to identify those who may need additional support, and Jobcentres will continue to provide face-to-face support as business as usual for those who cannot access support through telephony and digital channels. The Jobcentre will also consider whether the individual should be referred to specialist support within their geographical area.