Fresh research from the Department for Work and Pensions (DWP) suggests found one-third of claimants of the state pension and other benefit payments struggle to navigate benefit services.
The DWP Customer Experience Survey, which gathered feedback from 9,000 claimants throughout 2024/25, has outlined a disparity between claimants.
The findings highlight a critical accessibility issue within the benefits system, as feedback gathered from 9,000 claimants throughout 2024/25.
It found that whilst 95 per cent of participants have internet connectivity, one-third struggle to navigate online services independently.
This disparity between connectivity and capability presents challenges for the DWP's digital-first approach to benefit administration.
The survey suggests that having internet access does not automatically mean people can effectively use Government platforms without support.
The research found that elderly benefit recipients face the greatest difficulties.
Pension Credit claimants reported the most severe challenges, with only 39 per cent capable of navigating online services without assistance.
New findings from the Department for Work and Pensions reveal a significant disconnect between access to the internet and the digital skills of benefit claimants
| GETTYInternet availability also drops for older benefit categories. Just 80 per cent of Pension Credit recipients and 86 per cent of Attendance Allowance claimants have internet access, compared with the 95 per cent average across all benefit types.
The data shows that about one-third of Pension Credit recipients cannot access online services at all, even with assistance.
State pension recipients fare somewhat better, though fewer than 20 per cent can manage digital platforms without hands-on support.
Digital capability also varies across benefit programmes. Universal Credit recipients demonstrated relatively higher competence, though specific percentages for independent access were not included in the survey.
There is a digital divide affecting older claimants
|GETTY
The research found that fewer than 20 per cent of all participants could use online benefit support services even when assistance was available. This suggests that most claimants encounter barriers to digital engagement despite support.
While two-thirds of respondents overall could manage Government online services independently, this figure dropped sharply amongst those on age-related benefits such as Pension Credit and Attendance Allowance.
The findings underline a generational digital divide within the benefits system.
Despite these challenges, customer satisfaction levels across DWP services remain high.
The survey recorded an overall satisfaction rate of 87 per cent among all benefit recipients.
Universal Credit matched this average at 87 per cent. Employment and Support Allowance recorded 77 per cent, Personal Independence Payment (PIP) reported 81 per cent, and Disability Living Allowance for children stood at 87 per cent.
Benefits serving older claimants reported the highest satisfaction levels. Attendance Allowance and the state pension both recorded 94 per cent, while Carer's Allowance stood at 91 per cent and Pension Credit at 90 per cent.
The research also examined experiences with specific DWP platforms. Among those who accessed gov.uk, 88 per cent said it was straightforward to locate necessary information.
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Of those who used GOV.UK, 88 per cent reported that finding the information they needed was easy
| Gov.ukSimilarly, 88 per cent of Universal Credit users described their online accounts as user-friendly.
New claimants reported a 77 per cent ease rate when starting applications, whilst 82 per cent found reporting circumstance changes straightforward.
Three-quarters of customers obtained the information they needed on first contact with DWP. However, communication efficiency remains a challenge.
Only 66 per cent avoided having to repeatedly explain identical information to the department.
Overall, 80 per cent said DWP services were easy to navigate, with 76 per cent finding it simple to contact the department regarding their claims.