In a bid to modernise the benefits system and reduce delays, the Department for Work and Pensions (DWP) has launched a new online application service for Attendance Allowance a vital benefit that supports older adults with care needs. The move, which is currently in a trial phase, is expected to simplify the claims process for thousands of pensioners across England and Wales.
What is Attendance Allowance?
Attendance Allowance is a non-means-tested benefit paid to people over the State Pension age who need help with personal care due to a physical or mental disability. It is designed to help cover extra costs associated with long-term health conditions, whether that be help during the day, at night, or both.
As of April 2025, the weekly rates for Attendance Allowance have increased, now standing at:
- £110.40 per week (higher rate – for those needing help day and night)
- £73.90 per week (lower rate – for those needing help either during the day or at night)
What’s Changing? The New Online Application Trial
Traditionally, claiming Attendance Allowance has required pensioners to complete a lengthy paper form, which had to be submitted by post. However, starting May 2025, the DWP has introduced a limited trial of an online application system, offering a more accessible and faster alternative for eligible applicants.
This digital service allows individuals to complete and submit their applications through the GOV.UK website, aiming to reduce the administrative burden and speed up processing times. According to the DWP, online application slots are limited and are released every Monday on a first-come, first-served basis.
Who Can Use the Online System?
Not everyone is eligible to apply online just yet. The new digital platform is currently limited to individual applicants. You cannot use the service if:
- You are applying on someone else’s behalf (as a legal appointee or under power of attorney).
- You are applying under special rules for end of life care.
- You need help filling in the form and require a paper-based alternative.
In these cases, applicants must continue using the paper form by contacting the Attendance Allowance helpline at 0800 731 0122. The DWP will send the form by post, which can then be filled out and returned.
The completed form should be sent to:
No postcode or stamp is required when using the Freepost address.
How the Traditional Process Works
For those not eligible to apply online or who prefer paper applications, the traditional process remains fully operational. The steps are:
- Request or download the form via GOV.UK.
- Complete the form, providing detailed information about your medical condition, care needs, and how it affects your daily life.
- Post the form to the DWP using the Freepost address.
- You will typically receive a confirmation text or letter within three weeks indicating when you can expect a decision.
Once your application is reviewed, the DWP will send a letter detailing whether you have been awarded the benefit and at which rate.
What’s Different in Scotland?
While the online trial is being rolled out in England and Wales, Scotland is taking a different approach. As of 22 April 2025, Attendance Allowance has been replaced for new applicants by the Pension Age Disability Payment (PADP) — a new benefit administered by Social Security Scotland.
Current recipients of Attendance Allowance living in Scotland will be automatically transferred to PADP in the coming months. No action is needed by recipients.
Why the Change Matters
The introduction of the online application form is part of the DWP’s broader effort to digitalise services and improve access for older adults. For many pensioners who are comfortable using the internet, the new process may offer a quicker and more convenient way to apply for much-needed financial support.
Charities have cautiously welcomed the move, but have also stressed the importance of maintaining paper options and telephone support for those who are less digitally savvy.
A DWP spokesperson noted that the trial would help them better understand how older claimants interact with digital tools and inform future improvements to the benefits system.
Conclusion
The DWP’s introduction of an online application system for Attendance Allowance marks a significant step toward making essential benefits more accessible and efficient for older people. While still in its trial phase, this digital shift has the potential to ease the burden of paperwork and shorten wait times for many pensioners.
However, with limited availability and restrictions on who can apply online, the paper-based system remains crucial — particularly for those with more complex needs or limited digital access. As the government continues to modernise its services, it is essential that support remains inclusive, ensuring no one is left behind.