When Barbara (not her real name) needed support with her Pension Credit application, OPAAL was there to guide her through the process. Pension Credit can be a vital source of income for older people on a low income, but the application process can sometimes feel confusing or overwhelming. If you’re helping a friend, family member, or client apply, here are the key steps you can follow to provide the right support.
Step 1: Understand what Pension Credit is
Before helping, make sure you’re familiar with what Pension Credit is and who can claim:
- Guarantee Credit tops up weekly income if it’s below a minimum amount.
- Savings Credit is an extra payment for people who reached State Pension age before 6 April 2016 and have some savings or income.
It’s worth using an eligibility checker on the government website or through organisations like Age UK to see if the person qualifies.
Step 2: Gather the Necessary Information
To complete an application, the applicant will need certain details. Encourage them to collect:
- National Insurance number
- Bank account details
- Information about income (State Pension, private pensions, earnings, benefits)
- Details of savings, investments, or property (excluding their main home)
- Partner’s details (if applicable)
Having this ready speeds up the process and reduces stress.
Step 3: Choose how to apply
There are various ways to apply for Pension Credit:
- By phone – Call the Pension Credit claim line. This is often the easiest method, especially if the applicant finds filling our forms difficult. The Pension Credit Claim Line number is 0800 99 1234. The line is open Monday to Friday, 8am to 6pm. Once you speak to them, you can also request a paper form to be sent to you.
- By Textphone: 0800 169 0133
- Using Relay UK: 18001 then 0800 99 1234
- Online – Apply through the official gov.uk website (for Guarantee Credit only).
- By post – Complete and send a paper form (downloadable from the government website or requested by phone).
If the person you’re helping isn’t confident with online or phone applications, you can support them by sitting with them during the call or helping them to fill in the paper form.
Step 4: Provide emotional support as well as practical help
The process can feel daunting. And there may be other reasons about finding it difficult to ask for help, either financial help or administrative help that has prevented the person from exploring this option before now. Offer reassurance, take things slowly, and make sure the applicant understands what’s happening at each stage. Sometimes just being present during the call can give them the confidence they need.
Step 5: Check for additional benefits
Applying for Pension Credit can also open the door to other support, such as:
- Help with housing costs, council tax, or NHS dental treatment
- Free TV licence for over-75s (if receiving Pension Credit)
- Cold Weather Payments and Warm Home Discount
Part of providing good assistance is making sure they don’t miss out on related entitlements.
Step 6: Follow pp
Once the application is submitted, help keep track of any letters or calls from the Department for Work and Pensions (DWP). If extra information is requested, offer support in gathering it. Checking back in after the application is processed can also make the person feel supported and not alone.
Final thoughts
Supporting someone through a Pension Credit application is about more than just paperwork—it’s about giving them confidence and ensuring they receive the help they’re entitled to. By breaking the process down into steps and offering kindness and reassurance, you can make a real difference, just as OPAAL did for Barbara.
And of course, if this is something that you need some help with then please contact us admin@opaal.org.uk and we will work with you to get it resolved!
Here’s what Barbara said about our service:
“Excellent service from OPAAL – want to thank you for your incredible support”.
