12 January 2004 - Pensioners satisfied with Pension Credit application process as numbers benefiting breaks 2.5 million mark
An independent survey published today revealed that 9 out of 10 customers who applied for the new Pension Credit were happy with the application process and service they received from staff.
The survey, commissioned by independent analysts Continental Research, looked at all aspects of applying for the entitlement that was launched last October from customers’ views on the Pension Credit form to their experience of making an application over the phone.
Among the findings, the survey showed that over 80% said they felt the application form was clear to understand whilst 80% also reported being satisfied with the Pension Credit application line, with the friendly and polite manner of operators coming in for special praise. Almost all callers were satisfied with the duration of the telephone application.
Welcoming the research, Secretary of State Andrew Smith said:
“This research confirms that customers are getting a first rate service from our Pension Service.
“For Pension Credit to succeed it is crucial that the public have complete confidence and trust in the people who they are speaking with and entrusting their details and application with. We have worked very hard to ensure that the process is simple and as straightforward as possible and a large part of that is down to the role of our staff.
“We will look at the detail of the findings to see if there are further improvements that can be made to the application process.”
The survey was issued on the same day as the December statistics for Pension Credit uptake were published.
The figures, which take in the Christmas and New Year holiday, show that steady progress continued with 2.53 million pensioners (2.12 million households) now getting Pension Credit, an increase of 79,000 people (60,000 households) on the previous month. The average award is £44.20 per week.
1.71 million people (1.44 million households) are receiving more money under Pension Credit.
Minister for Pensions, Malcolm Wicks said:
“I’m pleased that thousands more people continue to make successful applications for Pension Credit, and as we start the New Year I encourage all those who have not applied but think they may be eligible to do so.
“Pension Credit has a huge role to play in helping this country’s poorer pensioners and there are now over 1.7 million people gaining more money as a result of their successful application.
“There is still plenty of time to get your application in. If we receive yours by October of this year it will be backdated to October 2003 or to the date entitlement begins if this is later.”
Pension Credit applications can be made via the freephone Pension Credit application line on 0800 99 1234. Calls are free except from some mobiles. There is a textphone service for those who have hearing difficulties on 0800 169 0133. A Pension Credit calculator is also available on the Pension Service website where people can get an estimate of any possible Pension Credit award at http://www.thepensionservice.gov.uk/pensioncredit/calculator/home.asp
Notes for editors
- The Pension Credit Application Line Customer Satisfaction Research survey was commissioned by the Department for Work and Pensions to assess amongst other things overall satisfaction with the application process, clarity of the application form and suggestions for improvement.
- The survey was carried out by Continental Research and sampled the views of 407 people.
- The survey is available from http://www.dwp.gov.uk/publications/dwp/2004/pension_credit/app_line_research.pdf (644 KB)
- Pension Credit replaced the Minimum Income Guarantee and has been payable since October 6th 2003.
- The Pension Credit application line is open 8am to 8pm Monday to Friday and 9am to 1pm on Saturday.
- Pension Credit guarantees everyone aged 60 and over an income of at least £102.10 and £155.80 for couples.
- For the first time, Pension Credit will reward people aged 65 and over for some of the savings and income they have put away for their retirement.
- All pensioner households who were not receiving MIG as at April 2003 are being contacted between April 2003 and June 2004 through a personalised letter inviting the customer to make an application.
- To ensure that pensioners applying after October do not lose out, there will be a special 12 month backdating provision until October 2004. Those applying before October 2004, who are entitled, will have their applications backdated to October 2003, or the earliest date of entitlement.
- From age 65, most pensioners will only have to report changes in income once every five years, effectively abolishing the old weekly means test.
- Extra amounts will be added for those who have relevant housing costs, severe disabilities or caring responsibilities
Press office: 020 7238 0866
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