The DWP has streamlined its Pension Credit application process with the online form now requiring a maximum of 48 questions, down from 243 on the paper form
People applying for one DWP benefit have previously faced a lengthy application form containing 243 questions. However, ministers have announced intentions to streamline the process – and some claimants will only need to respond to as few as 35 questions to make a claim.
The Government has been encouraging eligible individuals to claim their entitlements regarding Pension Credit, as 38% of those who qualified for the benefit failed to receive it during the 2023/2024 tax year.
The benefit can be valued at approximately £4,300 annually on average based on DWP data. Many have criticised the complex application as a possible obstacle preventing individuals from applying.
Labour MP Tracy Gilbert raised this concern in a written statement: “To ask the Secretary of State for Work and Pensions, what steps his Department is taking to simplify the Pension Credit application process.”
Parliamentary Under-Secretary for the Department for Work and Pensions, Torsten Bell, responded by explaining how the department is streamlining the online application procedure so the maximum number of queries an individual will need to respond to is 48, reports the Mirror.
He wrote: “The Department is committed to modernising the Pension Credit service and regularly reviews the user experience to balance simplification with ensuring accurate awards. We are streamlining application routes by using information held internally to reduce the number of questions customers need to answer.
“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.”
Applications for the benefit can be submitted online, via telephone or through the post. The minister observed that most individuals opt for the digital route where they can submit a claim at any time and receive assistance from relatives, friends, and third parties if needed.
The DWP had previously outlined that the user-friendly design of the web-based application means that most applicants only need to respond to between 35 and 48 questions, bypassing those that don’t relate to their particular situation.
The Labour MP elaborated on the process for those using the telephone to submit their claim: “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.”
The postal application form is considerably more extensive than either of the alternative two methods. It spans 24 pages and contains all 243 questions the claimant might potentially need to address when applying for the benefit.
The enquiries on these forms can vary from basic requests such as the claimant’s name to complex questions such as requesting accommodation details that may necessitate legal documentation to respond. Alongside the application forms, claimants must also supply supporting documentation such as earnings statements and evidence of accommodation expenses which can extend the process even further.
Since taking office, Labour has encouraged people to verify and apply if they qualify for Pension Credit. It doesn’t merely offer monetary support but also unlocks access to a variety of additional assistance including council tax discounts, support with healthcare expenses and complimentary TV licences for those aged over 75.

