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Things everyone needs to know about benefits
“The benefits system? That’s not for people like me.”
It’s a thought many people have right up until life takes an unexpected turn. A change at work, caring for someone, or an illness are just some of the situations where you might qualify for and appreciate extra financial help.
This month's Connect is a guide to the benefits system, just in case you ever need it. We'll unpack why it can be tricky to navigate and share practical first steps for exploring your options.
A safety net you may need one day
The UK benefits system exists to provide extra financial support if you:
Find yourself out of work
Have a disability or long-term health condition, or become ill
Need to care for someone
Have children
Are bereaved
Struggle on a low income
Reach state pension age
This covers a huge share of the population. Yet every year around £24 billion in support goes unclaimed leaving an estimated 8 million people without the help they’re entitled to. Often, it’s because they don’t realise they’re eligible, feel put off by stigma, or find the system too complex to navigate.
Navigating a challenging system
Our benefits system is far from perfect. A major study by Turn2Us highlighted some common barriers:
Confusing eligibility rules: Half of claimants (50%) find it difficult to know what benefits they might be eligible for
Jargon: The system is loaded with abbreviations, technical and confusing language, which is hard to understand
Complicated forms and processes: Turn2Us found that well over a third (38%) of claimants found their initial application 'very' or 'quite difficult' to complete
Errors and delays: A quarter (26%) of people said their claim was mishandled or processed incorrectly, and these issues can take weeks or months to fix
Culture of suspicion: The system is designed to prevent fraud, but people often feel like they're treated with suspicion. 64% said they felt that the system was trying to ‘catch them out’
Unfair treatment: Some Turn2Us respondents say staff attitudes feel dismissive or unsympathetic, which adds stress to an already challenging process
Intrusive assessments: Health-related benefits such as Personal Independence Payment (PIP) often require medical assessments that can feel invasive, stigmatising and off-putting
So, the process isn’t always easy, but don’t feel put off. Knowing what to expect and where to find help can make a real difference.
Guide: 5 steps to claim with confidence
Here’s how to get started and give yourself the best chance of success:
1. Don’t rule yourself out
Many people assume they won’t qualify – only to be surprised when they do. We often speak to clients who thought benefits weren’t for them, but turned out to be eligible for much-needed support.
2. Run a benefits check Free online calculators give a quick sense of what you might be entitled to and how much you could receive. TryTurn2Us or our own benefits calculator.
3. Get expert advice
If the process feels overwhelming, or if your claim is turned down, talking to someone who knows the system can make all the difference. Citizens Advice or an organisation like ours can guide you through applications and appeals, helping you challenge unfair decisions.
4. Savings aren’t always a barrier
Some benefits are means-tested, but many aren’t. For example, Carer’s Allowance, Bereavement Support Payment and New Style Jobseeker’s Allowance don’t depend on how much you have in the bank.
5. One successful claim can unlock others
Securing one benefit can sometimes open the door to more help. Often it takes someone who really knows the system to spot those opportunities, which is why expert advice matters. That’s exactly what happened for Sarah, a former bank worker who had to stop working to care for her son.
Sarah's story
Sarah felt she was running out of options.
She hadn’t been able to work since her son was born. Now three, he had severe learning difficulties and needed full-time care. She was getting Universal Credit, but with rising costs, she still struggled to cover the basics.
Not knowing where else to turn, Sarah called our Helpline. Our case worker reviewed her situation and spotted a gap. She’d recently been awarded Disability Living Allowance (DLA) for her son – a benefit for children who need extra care – but hadn’t told Universal Credit about it. Like many people, she assumed the two systems shared information automatically. They don’t.
We helped her update her claim and ask for an extra Universal Credit payment that carers can get, making sure it was backdated.
The result made a huge difference. Sarah received nearly £5,000 in backdated support and her monthly Universal Credit increased to over £700, giving her the breathing room to cover essentials and focus on caring for her son.
Insights from our community
Stigma – and why pensioners feel it the most
As we've touched on, stigma is a major barrier in the UK benefits system. Turn2Us research shows it comes from three places:
Public attitudes (such as negative media stories about claimants)
The system itself (suspicion and hostile treatment)
The way people internalise these views (feeling ashamed or judged for asking for help)
In our experience, this stigma weighs heaviest on pensioners.
Older people often don’t come forward for help on their own; it can take gentle encouragement before they even explore what support might be available. Many seem reluctant to admit they could use financial help – even when they’re entitled to it.
A Royal London study backs this up: 40% of pensioners said they hadn’t checked if they qualified for Pension Credit because they felt ashamed or reluctant to ask.
And that can mean missing out – especially as, in later life, savings limits for many means-tested benefits are higher, meaning pensioners are often more likely to qualify for extra support.
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