Pension Credit

The Government is committed to ensuring that Pension Credit services remain accessible to people who are digitally excluded.

Pension Credit claims can be made online, by freephone telephone, or by completing a paper application form. For customers who are unable to complete forms themselves, a home visit from a Visiting Officer can be arranged, and additional support is also available from DWP staff and third-party organisations. Information about Pension Credit claims and related services is also available through DWP correspondence and telephone contact with the Pension Service, helping to ensure that customers who are unable to access online information can still obtain guidance and assistance.

Customers who disagree with a Pension Credit decision can ask for a Mandatory Reconsideration, information about this is included in the clerical award notice issued to all customers, via GOV.UK, and by telephone. Customers who are unable to access online information can contact the Pension Service directly for additional support and guidance.

Information about Pension Credit backdating is available through claim channels, and customers can discuss their individual circumstances with the Pension Service by telephone or in writing. Claims may be backdated in accordance with the relevant legislation.

The department provides a range of accessibility support for customers, including Relay UK, British Sign Language Video Relay Services (known as VRS) and Easy Read. Information about the support available is published on GOV.UK and is also included in correspondence issued by the department to customers. DWP staff are trained to identify customers who may require additional support and to help them access services through the most appropriate channel.

The department continues to modernise Pension Credit services while maintaining telephone, paper and assisted support routes to ensure that customers who are digitally excluded can continue to access information and support.