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Investigating the triggers into claiming pension credit
- Authors:
- BHATTACHARY Darren, SLADE Zoe
- Publisher:
- Great Britain. Department for Work and Pensions
- Publication year:
- 2012
- Pagination:
- 63p.
- Place of publication:
- London
This research investigated the events that act as a trigger to thinking about, making enquiries about or claiming Pension Credit for existing pensioners. The research involved 55 qualitative depth interviews with pensioners in ten areas of the United Kingdom (UK). Interviews lasted for approximately 30 minutes and were audio recorded, transcribed and analysed. Pensioners’ awareness of and their perceived need for Pension Credit had an impact upon the customer journey. Four distinct segments emerged based upon these two factors. There were those not comfortable discussing financial matters, other than with close family. They had low awareness and low perceived need of Pension Credit. They had low awareness but a high perceived need of Pension Credit. Those that thought they had enough money to ‘survive on’ and thought they would be ineligible. They had high awareness and a low perceived need of Pension Credit. The most financially vulnerable group were too proud to get additional support – viewing Pension Credit as a handout. They had a high awareness of and a high perceived need for Pension Credit.
Investigating the triggers into claiming pension credit: research summary
- Authors:
- BHATTACHARY Darren, SLADE Zoe
- Publisher:
- Great Britain. Department for Work and Pensions
- Publication year:
- 2012
- Pagination:
- 4p.
- Place of publication:
- London
A summary of research findings from 55 qualitative depth interviews with pensioners in the United Kingdom, which investigated how and when someone claims for pension credit. Four distinct groups emerged from the study. Segment 1 'Keeping it in the family', were those who were not comfortable discussing financial matters openly and didn't seek out information. Segment 2 - 'Falling through the net', those that had a low awareness by a high perceived need of pension credit, but were happy to ask for help. Segment 3 - 'They don't mean me', those who had a high awareness and a low perceived need of pension credit. Segment 4 - 'too proud to help', the most financially vulnerable group, who had a high perceived need and a high awareness, but were too proud to get additional government help. Conclusions and recommendations are presented to promote Pension Credit uptake, including improving communication aspects.
Summary report on the potential causes of lower overall satisfaction from non-white customers and customers with a long-term illness or disability
- Authors:
- STOCKLEY Richard, LAWLESS Sinead, SLADE Zoe
- Publisher:
- Great Britain. Department for Work and Pensions
- Publication year:
- 2010
- Pagination:
- 28p.
- Place of publication:
- London
This report summarises a qualitative study undertaken by BMRB Social Research to survey customers with a long-term illness or disability, who did not speak English as their first language and non-white customers. These customers had expressed dissatisfaction with the service they had received from the Pension Service (TPS) and/or Disability Carers Service (DCS). The interviews were conducted throughout the South of England, the Midlands and the North of England between October and November 2008. Key findings were: varying levels of knowledge among respondents about available benefits and the claims process; barriers including language difficulties and problems obtaining documentation; respondents used a variety of sources of information, including healthcare professionals, family and friends, the media and other statutory and voluntary organisations in accessing the service. Recommendations are made on how to improve the experience of these customers in future