Client story: 'It's given me a real lift'

06 April 2026

"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.

The Result:

He was awarded PIP: standard rate for daily living and enhanced rate for mobility.

Our adviser explained he could challenge the daily living decision, as the assessment suggested he might qualify for the enhanced rate there too. He considered it but decided he was happy with the outcome.

"It's given me a real lift," he told us.

Why timing mattered

What makes this case particularly significant is timing. PIP can generally only be claimed before reaching State Pension age. He reached that milestone shortly after his claim was processed.

Had he not contacted us when he did, he would have lost the opportunity to make a new PIP claim entirely — and with it, the financial support he was fully entitled to.

He is now receiving an extra £148 a week, nearly £7,700 a year in support he was fully entitled to but never knew he could claim.

Are you or someone you know missing out on PIP?

PIP is one of the most commonly under-claimed benefits in the UK. Many people assume they won't qualify, or find the process too daunting to tackle alone. We're here to help.

If you have a long-term health condition or disability and aren't sure whether you're receiving the right support, contact Citizens Advice Eastbourne. Our advice is always free, confidential, and impartial.