"It's given me a real lift" How one appointment changed everything!

When a local man in his mid-60s received a letter inviting him to claim his State Retirement Pension, he wasn't sure what to do with it. He has difficulty reading, and the official language in the letter felt confusing and overwhelming.

He contacted Citizens Advice Eastbourne, and we booked him in for an appointment.

More than a pension

At the appointment, our adviser helped him make his pension application online, but the conversation didn't stop there. He mentioned that he thought he was already receiving PIP (Personal Independence Payment). When the adviser checked his recent bank statements, no PIP payments were showing. A call to DWP confirmed it: there was no active claim.

PIP is financial support for people living with a long-term health condition or disability. It is not means-tested, it doesn't matter how much you earn or have in savings, but it does need to be actively claimed.

Our adviser assessed the client's eligibility. Based on the heart and kidney conditions he described, it seemed likely he should qualify for both the daily living and mobility components.

The adviser called the PIP claim line that day and made the application on his behalf. He was advised to get back in touch when the form arrived so we could help him complete it.

Completing the form

A few months later, he returned to our reception with the PIP form. We booked him in for the next available appointment and worked through the form with him carefully.

Based on his answers, the adviser felt he could qualify for the enhanced rate for both daily living and mobility, the highest level of support available under each component.

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