Pension Credit

Question

14:58:00

Asked by

To ask His Majesty’s Government what steps they are taking to ensure every pensioner who is eligible for Pension Credit receives it.

My Lords, the Government want all eligible pensioners to apply for pension credit. The Government have written to pensioners providing advice about claiming pension credit following the change to the winter fuel payment, alongside a range of other creative media campaigns. We are engaging directly with pensioners as well as with stakeholders, including devolved Governments, councils and charities, in a joint effort to raise awareness through our combined networks and channels.

My Lords—

I say to the noble Lord: feel free. Having run a pension credit campaign, I can understand what the Minister is undertaking. Do the Government intend to guarantee that the DWP has the capacity to deal with what could well be a rapid uptake of applications for pension credit—with all the extra administration needed to process the claims —after this Government’s shameful decision to deprive pensioners who need it most of their winter fuel payment?

My Lords, on that final point, which, obviously, I cannot let go, the poorest pensioners are protected because those on pension credit will still have access to the winter fuel payment. On the bulk of the noble Baroness’s question, we continue to operate good service levels. Around 500 additional staff have now been brought in to support processing during the recent surge in pension credit claims. Processing times may increase; we have advised customers who apply that it could take nine weeks to process their claims. However, anyone who applies before the deadline of 21 December can have their application backdated, which means not only that they will get winter fuel payments but that they may well get pension credit on top of that.

My Lords, I compliment the Minister on the work being done to make people claim pension credit they should have claimed before, in order to try to make up for the rather strange removal of the winter fuel allowance. Can she tell the House when—if we have not reached this point already—the amount of pension credit that was not being claimed before is going to exceed the amount notionally saved from the winter fuel allowance? If that point has not yet been reached, when will it be reached?

My Lords, I was so with the noble Lord for the first 20 seconds—all the way. I am grateful for his congratulations to the department, and I shall take them back to my colleagues, who are doing a brilliant job on this front. We have written to around 12 million pensioners about the change to the winter fuel allowance, so a lot of work has been done out there to encourage people to apply—and it is having an effect. We have seen a 152% increase in pension credit claims received by the DWP in the eight weeks following the announcement on the winter fuel payment compared to the eight weeks before, and that will be updated towards the end of the month. On the costs at the end, obviously, a lot of these claims have to be processed and we will not know for some time down the road. However, it is very clear that the DWP wants everybody who is eligible to do so to claim pension credit. As I have said before, if we end up with more people claiming the money to which they are entitled, that is a good thing. Pensioners deserve the money to which they are entitled.

My Lords, I apologise to the House and to the noble Baroness, Lady Stedman-Scott, for jumping in too quickly. My noble friend the Minister gave the figure of 500 additional staff in an Answer to a Written Question from me earlier in the Session. What was not clear from her reply was when the 500 extra staff would be in post and fully trained to provide the service required to achieve the take-up of pension credit that we all want to see.

As I understand it, the staff are mainly being redeployed from within retirement services and the DWP. It is not uncommon for staff to get moved around to different areas of the department as the need moves and flows during the year. Some of those are already in place, and some are going straight in because they are already experienced in dealing with pension credit and need no training. Others who need specific training on dealing with those claims are being moved across—but we are already doing this.

My Lords, does the Minister agree with me that it is hard to take lessons from the Opposition, who in government oversaw the biggest increase in poverty and homelessness—and then they have the cheek to lecture this side about poverty?

My Lords, it is true that the last Labour Government lifted more than 1 million pensioners out of poverty and that the number of pensioners in relative poverty has increased by around 300,000 since 2010-11. However, on the pension credit, I think we are all of one mind. We want to encourage everybody out there who is eligible for pension credit to claim the money and claim it as soon as possible. Please put the word out.

Is the Minister aware that we are dealing with some really quite elderly people? Therefore, the response, in terms of their ability to go online, for example, is likely to be very low, so why on earth are we establishing a terminal date of 21 December? Secondly, am I right in understanding from the Minister that we are taking on 500 extra civil servants to handle this demand? Is that not a complete farce, when really it would have been much simpler to leave the winter fuel allowance where it was for all our pensioners, all of whom have paid taxes over the years—and many of those families have lost loved ones in the Second World War and the subsequent Korean War?

My Lords, I apologise to the noble Lord if I was not clear in my last answer—I acknowledge that I speak too quickly on occasion. Many of those 500 staff are being redeployed from within the department. It is not unusual for people to move to different areas of the Department for Work and Pensions, moving on to campaigns as needed. The noble Lord is absolutely right, and of course, there is a very wide range of pensioners. There are many in this Chamber who may technically be of state pension age but who are highly computer literate and more than able to use the online campaigns. The online form is incredibly simple: if somebody applies online, the maximum number of questions they will have to answer is 48, and for some it is as few as 35.

That is still a lot.

It is a lot, but they include “name” and “date of birth”, so give us a bit of a break here. That said, there are days, I acknowledge, when some of these are beyond me. The great thing is that if you phone the helpline, it is equivalent to doing it online, because the person at the other end is putting the stuff in for you. If you do not want to do computers, you can phone and someone will take you through it. The satisfaction rates are very high. Finally, those who are really struggling can apply with the help of somebody from DWP or from a charity. In extreme cases, someone from DWP will even visit people at home. We will do what it takes to get people to apply for the money to which they are entitled.

My Lords, my noble friend Lord Palmer did not get an answer to his very legitimate question on when the cost of the claims for pension credit that we hope will be made will cancel out the saving from the winter fuel payment, factoring in the 500 extra staff in particular. It is fair to ask that question and to wonder whether there is a bit of conflict of interest here: if lots more people apply for pension credit, the £1.5 billion saving that has been headlined disappears.

My Lords, when the costings on this policy were done, the Explanatory Memorandum made it clear that the expectation was that it would save £1.3 billion in this financial year and £1.5 billion a year after that. That saving was on the assumption that pension credit would increase by five full percentage points, and it was net of any other DWP benefits that might go with that. Until we exceed that point, the savings are still there. We will not know where this lands until all the claims are in and processed. I simply say, finally, that I want everybody who is eligible for this to claim it. If we end up with more people getting not just the winter fuel payment but the pension credit, that can be worth an awful lot of money. The average pension credit award for a single pensioner is around £72 a week. This is worth having.

My Lords, the noble Baroness will be aware that these matters are devolved to the Northern Ireland Assembly and Executive, but we are affected as much as any other part of the UK by the cuts to the winter fuel allowance and short uptake of the pension credit. What has been done to liaise with the Northern Ireland Executive to ensure that pensioners in Northern Ireland will have the same advancements, encouragements and incentives to apply for pension credit?

My Lords, my department is working very closely with the devolved Administrations, including with colleagues in Northern Ireland, to make sure that campaigns for take-up are out there. However, the core issues around, for example, state pension are reserved.