Pension Credit
The question
To ask the Secretary of State for Work and Pensions, what steps is he taking to simplify the pension credit application process.
Answered by Torsten Bell
The Department is committed to modernising the Pension Credit service and regularly reviews the user experience to balance simplification with ensuring accurate awards.
A key objective of DWP’s Service Modernisation Programme is to make services more user-friendly and accessible. We are streamlining application routes by using information held internally to reduce the number of questions customers need to answer.
Claims can be made online, by telephone, or by post. The most popular method is online, where claims can be made 24/7 with help from a family member, friend, or third party. The online form now requires a maximum of 48 questions, and for some customers as few as 35. On average, it takes just 16 minutes to complete, with around 90% of new customers applying online or by phone.
For telephone claims, callers are guided through the process by an agent. We will continue to keep the Pension Credit application process under review to ensure it remains simple and accessible.
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