Age Scotland is the Scottish charity for older people. We work to improve the lives of everyone over the age of 50 and promote their rights and interests.
Our vision is a Scotland which is the best place in the world to grow older.
Our mission is to inspire, involve and empower older people in Scotland, and influence others, so that people enjoy better later lives.
We have three strategic aims:
We help older people to be as well as they can be
We promote a positive view of ageing and later life
We tackle loneliness and isolation
How we can help
We know that growing older doesn’t come with a manual. Later life can bring changes and opportunities to your life and you may need to know about rights, organisations and services which are unfamiliar to you.
That’s why we provide free information and advice to help you on a range of topics including benefits and entitlements, social care, legal issues such as Power of Attorney, housing and much more. All of our guides are available to download for free from our website, or you can contact our helpline team to have copies posted to you for free.
Our helpline is a free, confidential phone service for older people, their carers and families in Scotland looking for information and advice.
Later life can bring times when you just need someone to talk to. Our friendship line is part of our wider helpline and older people can call us for a chat. We’re here to listen, provide friendship and offer support.
Introduction
Many people continue to enjoy good health and independence well into later life. Others need support or supervision to stay safe and well, due to physical or mental impairment. Attendance Allowance and Pension Age Disability Payment provide extra money for people who have reached their State Pension Age and live with this level of need. You can only get one of these benefits at a time. Pension Age Disability Payment is gradually replacing Attendance Allowance for people in Scotland. Attendance Allowance is paid by the Department for Work and Pensions, while Pension Age Disability Payment (PADP) is paid by Social Security Scotland.
These benefits have the same purpose and work in a very similar way. There are just a few differences in eligibility criteria and the application process that aim to make things simpler and easier for the people who apply. The key differences are explained on pages 4-6. This guide also explains who can claim these benefits, which benefit to apply for, how to apply and other types of support that may be available to you.
Who can claim this support?
To claim Attendance Allowance or Pension Age Disability Payment (PADP), all of the following must apply:
• you have reached your State Pension Age: this is currently 66 but will be rising starting in 2026. You can check your State Pension Age at www.gov.uk/state-pension-age or by calling the Age Scotland helpline on 0800 12 44 222
• due to a mental or physical impairment, you need:
• frequent support with things like washing, dressing, using the toilet, eating or communicating, or
• supervision to stay safe
• you have needed support or supervision for at least 6 months; this does not apply if you are terminally ill
• you are not subject to immigration control
• you meet the residency and presence requirements, although there are some exceptions – see page 5
You do not need to have a medical diagnosis or be registered disabled to qualify for either benefit. You also do not need to be receiving any support or supervision. Your eligibility is based on the help you ideally need; not the help you are getting.
Both benefits are non-means tested. This means you can receive them regardless of your income or savings.
You cannot get Attendance Allowance or Pension Age Disability Payment if you already get another disability-related benefit.
To check you are claiming the combination of benefits that’s best for you, call the Age Scotland helpline on 0800 12 44 222 and ask to book a free benefit check. You can also check your entitlements at www.age.scot/benefitscalculator.
How much could I get?
There are two rates depending on your care needs. The amounts for each rate are reviewed every April. For 2025-26, these are:
• £73.90 per week for the lower rate – if you have care needs during either the day or the night
• £110.40 per week for the higher rate – if you have care needs during both the day and night
These payments are non-taxable. This means you will not have to declare the payments as income for tax purposes.
For people with a terminal illness, the higher rate is awarded automatically, regardless of support or supervision needs.
Interactions with other benefits
The payments you get from Attendance Allowance or PADP do not count as income when calculating your entitlement to meanstested benefits. In fact, claiming Attendance Allowance or PADP may entitle you to a higher amount of any means-tested benefits you already claim. You may also become entitled to benefits you couldn’t claim before.
To check your entitlements, visit www.age.scot/benefitscalculator or call the Age Scotland helpline on 0800 12 44 222 and ask for a free benefit check.
What can the money be used for?
The money you get does not have to be used to pay for the care or support you need, or for the other costs of living with your condition or disability. You will never be asked how you spend the money or to provide evidence of what you use it for.
The switch to Pension Age Disability Payment
Pension Age Disability Payment is opening to new applications in three phases: These are:
Phase 1, 21 October 2024: Argyll and Bute, Highland, Orkney Islands, City of Aberdeen, and Shetland Islands
Phase 2, 24 March 2025: Moray, Aberdeenshire, East Ayrshire, North Ayrshire, South Ayrshire, Western Isles, Stirling, Clackmannan, Falkirk, Fife, Angus, City of Dundee, and Perthshire and Kinross
Phase 3, 22 April 2025: the rest of Scotland
What if I am getting Attendance Allowance already?
You do not need to do anything. Your benefit will be automatically transferred to Pension Age Disability Payment, from early 2025 onwards. You will be contacted before this happens to let you know that your benefit is about to change.
What is different about the new benefit?
The main difference between Attendance Allowance and Pension Age Disability Payment (PADP) is who pays for and manages the benefit. For Attendance Allowance, this is the Department for Work and Pensions. For PADP, it is Social Security Scotland. There are some other differences between the two benefits. Some of the key differences are explained below. The decision to create these differences was made after speaking to people with experience of claiming benefits from the Department for Work and Pensions, and organisations who represent people who may need to claim such benefits.
Residency and presence requirements
There are some exceptions but generally you will need to meet certain residency and presence requirements.
For Attendance Allowance, you must:
• be in Great Britain when you apply, and
• have been present in Great Britain for 2 of the past 3 years, and
• be habitually resident in the common travel area (UK, Ireland, Channel Islands, Isle of Man).
These rules do not apply to refugees or people diagnosed with a terminal illness. There are also other exceptions. For full details about eligibility, visit www.gov.uk/attendance-allowance/eligibility or call the Age Scotland helpline on 0800 12 44 222.
For Pension Age Disability Payment, the rules are similar but there are some differences that may make it easier for some people to claim. For more information, call the Age Scotland helpline on 0800 12 44 222.
Terminal illness definition and review period
Both benefits have Special Rules for Terminal Illness, which are explained on page 9. However, the definition of terminal illness is slightly different between the two benefits.
For Attendance Allowance, a terminal diagnosis means being reasonably expected to have 12 months or less to live. For Pension Age Disability Payment, a terminal diagnosis means that your illness can be reasonably expected to cause your death, regardless of how long you are expected to live.
If you are awarded Attendance Allowance under the special rules, your claim will be reviewed after three years; for PADP, your claim will continue without review.
Applying for a representative
You can use the Pension Age Disability Payment claim form to name someone you would like to be your third-party representative. This person will be able to speak to Social Security Scotland on your behalf to provide and receive information about your claim. They will not be given any personal details or be able to change the details Social Security Scotland holds about you. You can also apply over the phone or in writing by completing a third-party authorisation form. Visit www.mygov.scot/thirdparty-authorisation-form or call 0800 182 2222.
It is also possible to nominate a representative for your Attendance Allowance claim, but not by using the benefit claim form. See page 20 for more information.
Making a new claim
Which benefit should I apply for?
You should apply for Pension Age Disability Payment (PADP) if it is already available in your area. See page 4 for details. Otherwise, you should apply for Attendance Allowance; do not wait for PADP to become available as you may miss out on payments. If you are awarded Attended Allowance, your benefit will be transferred to PADP automatically when it is time for you to switch. You will be contacted before this happens to let you know your payments are about to change.
The application process
The date your payments can be backdated to depends on how you apply. See the boxes below for details.
If you have been diagnosed with a terminal illness, there is a streamlined application process. See page 9 for more information.
To apply for Attendance Allowance
You can request a claim form by calling the Attendance Allowance helpline on 0800 731 0122.
The following contact options are also available:
• Relay UK: dial 18001 then 0800 731 0122
• Textphone on 0800 731 0317
• Video relay for British Sign Language users: connect.interpreterslive.co.uk/vrs?ilc=DWP
Your claim form will tell you the return address and will be printed with a return date. If you send it back by this date, your claim will be backdated to when you requested the form. You can also claim by:
• downloading a claim form and sending it by post - send your completed application to the address on the form
• applying online - only a limited number of applications are accepted per week. You cannot apply online if you are applying for someone else as their appointee or Power of Attorney.
Visit www.gov.uk/attendance-allowance/how-to-claim. In these cases, your award is only backdated to when your completed application is received.
To apply for Pension Age Disability Payment
You can contact Social Security Scotland on 0800 182 2222 to fill in part 1 of your application. The following contact options are also available:
• Apply in another languageover 100 languages are available
• Call from abroad on +44 (0)1382 931 000
• Video relay for British Sign Language users: https://contactscotland-bsl.org
You will be sent part 2 as a paper application form with a prepaid return envelope. You should return this within eight weeks to have your claim backdated to when you contacted Social Security Scotland. You can also apply online.
Visit postcodecheck.socialsecurity.gov.scot to check whether applications are open in your area.
Online applications are completed on the myaccount system. You will need to register if you have not used this before.
Visit www.mygov.scot/pension-age-disability-payment/ how-to-apply. Your application will be backdated to when you submit part 1 of your application. You will have 14 days to complete part 1 and 56 days to complete part 2. You can ask for more time if you need it.
You will need to provide some personal details, and answer questions about your illnesses or disabilities. You may also need to send supporting documents if you have them.
Special Rules for Terminal Illness
For Attendance Allowance, a terminal diagnosis means being reasonably expected to have 12 months or less to live. For Pension Age Disability Payment (PADP), a terminal diagnosis means your illness can reasonably be expected to cause your death, regardless of how long you are expected to live.
If you are diagnosed with a terminal illness while already claiming a benefit, you should tell the department that pays your benefit. If you are claiming after receiving a terminal diagnosis, there is a streamlined application process. You should follow the instructions on the form as you will not need to fill in all questions.
For Attendance Allowance, you cannot apply online. You will need to apply by:
• calling the Attendance Allowance helpline to request a claim form: 0800 731 0122, or
• downloading and filling in claim form to be sent by post: www.gov.uk/government/publications/attendanceallowance-claim-form
For Pension Age Disability Payment, there is a one-part application process for people applying under the Special Rules for Terminal Illness. You can complete this:
• over the phone with the help of an adviser: 0800 182 2222
• by post – call and ask for the one-part application form: 0800 182 2222
For both benefits, a doctor or nurse involved in your care will need to complete a form to go with your application.
• For Attendance Allowance, this is called an SR1 form
• For PADP, this is called a BASRiS form
The medical professional completing the form might send it directly to the claims department, or they may give the form to you to be sent with the rest of your application. If there is a delay getting your SR1 or BASRiS form, you should submit your claim without it and send the SR1 or BASRiS form when you can.
When you make your claim, you will NOT need to:
• meet the minimum residency or presence requirements
• describe any needs or difficulties
• have had needs or difficulties for any length of time
You should receive a decision about Attendance Allowance within 2 weeks, and for PADP within 7 working days. If your claim is successful, you will receive the higher rate automatically.
For Attendance Allowance, the award will be paid for three years without review. For PADP, it will be paid indefinitely.
Claiming on behalf of someone with a terminal diagnosis
Anyone can apply on behalf of someone with a terminal diagnosis. You do not need to prove the consent of the person you are claiming for.
If the person you are claiming for isn’t aware they have a terminal diagnosis, you can ask their doctor for an SR1 or BASRiS form without their knowledge. You may want to tell the person about the claim itself, as any letters will be addressed to them. However, the letters will not mention terminal illness or special rules.
Tips on completing the form
Age Scotland provides free online benefit workshops on a number of topics, including how to complete the form for yourself or someone else. It includes information, strategies and tips to make the process quicker and less daunting. For more information and to register, call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/benefitsworkshops.
Before you start
It can be useful to keep a diary of your needs and difficulties for a few days or weeks before completing your claim form. You should note down which tasks you have difficulty with and in what way. You can include the things you write down in the answers you give on your claim form. You can also send your diary notes with your application as a supporting document if you would like to.
Official guidance notes
If you are applying for Attendance Allowance, separate guidance notes are available to help you complete the form. These will be sent with your paper application form if you request one. They can also be found online: www.gov.uk/government/publications/ attendance-allowance-claim-form
For Pension Age Disability Payment, guidance notes are written on the claim form, next to the question they relate to.
Describing your needs and difficulties
Aids and adaptations
You will be given space to provide information about any aids or adaptations you use to help you with daily tasks. Make sure you include them all, no matter how big or small. This could be anything from a dosette (calendar) box for organising pills, to widened door frames and lowered worktops for making your home more wheelchair accessible.
For each aid or adaptation, explain how it helps and why you need it, even if it seems obvious. It may help to think about what would happen if you did not use it. You should also explain any difficulties you have while using each item, or despite using it. For example:
Aids and adaptations How does this help you? What difficulty do you have using this aid or adaptation?
Walking stick
It helps me to stay steady when I walk. I need it because I have pain in my hips that causes me to sway from side to side when I walk.
Walking is still painful and slow. I struggle to grip the handle, so I am still at risk of falls.
Long-handled shoehorn
Dosette (calendar) box
It helps me to put my shoes on because I can’t bend down far enough to do it myself.
It helps me to keep my tablets organised and to know which ones to take when. I need it because I cannot read the instructions on the boxes due to a visual impairment.
I am exhausted after getting my shoes on and have to rest for 20 minutes afterwards.
I need someone to fill it for me because of my visual impairment.
Daytime care needs
Daytime includes the evening. You will be asked about any needs and difficulties you have with:
• getting in and out of bed
• getting to and using the toilet
• washing and grooming
• dressing and undressing
• moving around indoors
• falls or stumbles
• cutting up food, eating and drinking
• taking medications/managing treatments
• communication
• hobbies and social or religious activities
When you write your answer, think about the help you need in order to do each activity safely, repeatedly and in a reasonable amount of time. It doesn’t matter whether or not you get this help. The type of help you need could be physical help, guidance or supervision.
• safely means that you are not putting yourself or anyone else in danger by doing it
• repeatedly means that you can do it every time you need to, without needing to rest or recover for longer than you would if you didn’t have your condition or disability
• in a reasonable amount of time means that it doesn’t take you significantly longer than it would if you didn’t have your condition or disability
You will be asked how many times you need help with certain activities on a normal day, or if you require constant supervision.
Constant supervision means: ‘Supervision all the time, subject only to brief interruptions.’ A brief interruption could be your carer going to the bathroom, but not your carer leaving the house for a couple of hours. You may need constant supervision if, for example, you are at risk of falls or epileptic seizures.
After each question, there is space for you to provide more information. You should use this to describe:
• how bad things can get on a bad day
• the difficulties you would or do have without help, for example pain, distress, breathlessness or missing out on activities
• which of your conditions or disabilities causes each of your needs or difficulties
When talking about tasks you struggle with, it can be helpful to describe which part of the task causes you problems, for example:
• gripping
• lifting
• twisting
• reaching
• bending
• walking
• motivation
• concentrating
• understanding
• remembering
• communicating
Here are some examples of ways you might talk about daytime care needs:
“My hands tremble due to Parkinson’s, which makes it difficult to eat and drink. I need someone there to cut up my food, pick up and put down my cup for me and help me to keep a grip on my cutlery. Without this help I don’t manage to finish meals - I put myself in danger because I knock things over and drop them, often hot drinks that burn my skin.”
“My arthritis means I need help to shave my face and wash myself. Without help these activities are slow and painful, taking over an hour each morning. It is very difficult for me to stand up for so long, lift my arms high enough and grip the razor safely. I am exhausted and in pain afterwards and need to rest for a long period of time to recover.”
“I have depression and I can’t motivate myself to get up, have a wash and get dressed. My wife has to encourage me every day, and stay nearby to prompt me to keep going until I am ready. If she didn’t do this, I would stay in the same clothes each day and not wash or bathe. I wouldn’t be able to face seeing anyone or leaving the house, so would feel isolated and even more depressed.”
Hobbies and interests
There is also a question about hobbies, interests and social or religious activities. Write about any activities you would like to be able to do more often than you can. Say how often you do them now compared with how often you would like to do them. You should explain what part of the activity you have difficulty with and why. You should also say what help you need, or would need, to be able to do it.
Difficulties with tasks such as general housework, shopping and gardening are not taken into consideration. However, if your claim is successful, you can use the money to pay for help with these things if you wish to.
Night-time care needs
To be considered to have night-time care needs, you must need help or supervision during the night that meets the criteria of the benefit you are applying for.
For Attendance Allowance, you must need help:
• two or more times during the night, or
• once if the help is for 20 minutes or more or supervision:
• three or more times during the night, or
• once if it is for 20 minutes or more
For Pension Age Disability Payment, you must need help:
• multiple times during the night, or
• for a prolonged period of time or supervision:
• for a prolonged period
Here are some examples of ways you might describe night-time needs:
“I have epileptic fits during the night most nights. I need someone to be with me to put me on my side so I can breathe safely and make sure I don’t injure myself on the furniture or by falling out of bed. I feel confused and disorientated afterwards and need to be supervised for half an hour before I can safely be left to sleep again.”
“I have high blood pressure and take medication that makes me need the toilet more often than usual. My mobility problems mean I can’t get up on my own during the night to go to the bathroom. I need someone to help me to get out of bed and walk me there at least twice during the night. I often don’t make it on time, so then need help to wash myself and change my clothing.”
If you are having renal dialysis, the qualifying amount of support or supervision is reduced. Call the Age Scotland helpline on 0800 12 44 222 for more information.
Supporting information
For Attendance Allowance, there is space for a statement of support from someone who knows you. This is an opportunity for another person to say something about how your condition affects you. This could be a friend or family member, or a health or care professional. This section can be left blank if necessary, so don’t delay sending in the application if you cannot find anyone to complete it. You can also include other supporting information such as prescriptions lists, care plans or appointment letters.
For Pension Age Disability Payment, there are two separate types of supporting information.
• statement of support from someone who knows you –a friend or family member can provide this, and
• supporting information from a professional – this could be for example a prescriptions list, a care plan, an appointment letter, or a signed statement from a professional such as a GP or professional carer.
The statement of support from someone who knows you is optional, but you should ideally include one piece of supporting information from a professional. Social Security Scotland can help with this if needed. Your application may still be considered if the assessor feels there is a good reason it has not been included.
If you need help with your application
You can ask a friend or family member for help with the form. If you have questions or need more support:
For Attendance Allowance:
• call the Attendance Allowance helpline: 0800 731 0122 –interpreters can be arranged, or dial 18001 first to use Relay UK
• textphone: 0800 731 0317
• video relay for British Sign Language users: connect.interpreterslive.co.uk/vrs?ilc=DWP
For Pension Age Disability Payment:
• call Social Security Scotland: 0800 182 2222
• webchat: chat.socialsecurity.gov.scot
• to ask about face-to-face support, call 0800 182 2222
• video relay for British Sign Language users: contactscotland-bsl.org
• Voiceability is an independent advocacy service funded by the Scottish Government that helps people living with a disability to access benefits. Call 0300 303 1660 or visit www.voiceability.org/in-scotland.
For either benefit:
Contact your local Citizens Advice Bureau – call 0800 028 1456 or visit www.cas.org.uk/bureaux to find your nearest branch.
For further information and advice, call the Age Scotland helpline on 0800 12 44 222.
Getting more help with your benefits
Nominating a representative
If you would like someone to be able to contact the benefits office for you, you will need to give your consent for them to be your representative, also called a third-party representative. You will maintain responsibility for your claim, but your representative will be able to provide or receive information about it for you. You can decide how long your named person has permission to help you manage your benefit. This could be an unlimited time, a set amount of time or for the duration of a specific process, such as the application process or an appeal about a decision.
Your representative will not be able to access your personal details or request changes to the details held about you. You can give your consent to the benefits office by phone, in person or in writing. For Pension Age Disability Payment, there is space on the claim form to do this.
Appointees and Power of Attorney
If you would like or need someone to manage your benefits for you, they can apply to become your appointee, or you can grant them Power of Attorney. These options will give them legal rights to manage all aspects of your benefit claims, including accessing and updating your personal details, collecting your benefit payments and spending payments on your behalf.
Page 25 provides details of how someone can apply to become your appointee. Our Guide to Power of Attorney in Scotland provides more information about how to grant this. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/publications to order a copy.
Completing the form for someone else
Anyone can help complete a benefit claim form, provided the person the benefit is for understands and can sign the form themselves.
There are only certain circumstances where you can sign the form on someone else’s behalf. These are:
• when you have the legal right to manage their benefits, or
• if you want to apply for this right and are using the form to ask to be their appointee - see page 25 for more information, or
• you are applying on behalf of someone with a terminal illness –see page 10 for more information
The wording of the answers should depend on whether the person will be signing the form themselves.
• If you are completing the form for someone who can understand the form and will be signing it themselves, answer the questions in the first person, as if you were them, for example:
‘I
struggle with’
• If you are completing and signing the form on behalf of someone, for example as their appointee or attorney, answer in the third person, for example:
‘They
struggle with’
If someone would like you to help them manage all aspects of their benefits, you will need to apply for the legal right to do this. See page 24 for more information.
Sending the application
Once you have completed the form, check you have answered all the relevant questions and signed the consent and declaration sections.
If you have any supporting documents or additional pages, write your name and National Insurance Number at the top of each page. It is a good idea to keep a copy of the form and anything else you have sent.
You should send your form back as soon as possible, and within the deadline given. If you are waiting for hospital reports or other evidence, you should submit the form with a note saying you will be sending further information later.
If you miss the date for returning the application, your claim will not be backdated and you may have to start the process from the beginning. If you are applying for Pension Age Disability Payment, you can request extra time if you need it.
You should send your application to the freepost address given on the form, or in the freepost envelope if provided; there is no need for a stamp.
When will I hear back?
The length of time it takes to receive a decision varies. However, you should get a notification within 3 weeks telling you when you can expect a decision. This will either be by text message or letter.
If you have not heard back after 8 weeks, contact the benefit office for an update:
• For Attendance Allowance, call 0800 731 0122
• For Pension Age Disability Payment, call 0800 182 2222
If your situation or details change
You must tell the department that manages your benefit of any changes to your circumstances, including:
• changes to your name, address or phone number
• a change in your condition or the level of help you need
• if there is a change to your doctor’s details
• if you go into hospital or a care home
• if your immigration status changes, if you are not a British Citizen
• if you are diagnosed with a terminal illness
• if you plan to leave the country for more than 4 weeks
If the level of help you need increases to meet the criteria for the higher rate, you will only be entitled to the higher rate after you have needed this help for at least 6 months.
For Attendance Allowance, you can report changes by:
• telephone: 0800 731 0122 (dial 18001 first to use Relay UK)
• textphone: 0800 731 0317
• video relay for British Sign Language users: connect.interpreterslive.co.uk/vrs?ilc=DWP
For Pension Age Disability Payment, you can report changes by:
• telephone: 0800 182 2222
• post: Social Security Scotland
General Enquiries
PO Box 10301
Dundee DD1 9FY
• for other options: www.mygov.scot/pension-age-disabilitypayment-changes/if-you-need-any-help
For Pension Age Disability Payment, online reporting is due to become available in 2025.
Managing benefits for someone else
If someone would like your help communicating with the benefits office, they can simply give their consent for you to act as their representative – see page 20 for more information. However, this does not give you permission to manage their claim for them. Managing benefits can involve answering letters or phone calls, completing and signing forms and reporting any changes to personal circumstances. It may also involve collecting benefit income and spending it in the best interests of the person claiming. You need to have the legal right to manage someone’s benefits for them. How you get this will depend on the situation.
• If you have a Guardianship Order, or other court order giving you the legal right to manage someone’s affairs, this includes the right to manage their benefits.
• If someone can no longer manage their own benefits due to illness, disability or lack of mental capacity, you can apply to become their appointee. This will allow you to manage all aspects of their benefits for them.
• If someone would like help managing their finances, they can grant continuing Power of Attorney to a named person or people. This is a legal document that can include permission to manage someone’s benefits. It can be effective straight away, or only if the person becomes unable to manage their finances themselves.
Becoming an appointee
You can apply to become someone’s appointee by ticking the appropriate box on a paper application form. You will be contacted about this separately.
You can also apply by calling:
• for Attendance Allowance: 0800 731 0122
• for Pension Age Disability Payment: 0800 182 2222
For Pension Age Disability Payment, you can also write to Social Security Scotland at:
Social Security Scotland
General Enquiries
PO Box 10301
Dundee DD1 9FY
You and the person claiming the benefit will need to be interviewed by someone from the benefits office.
If you are someone’s appointee for Attendance Allowance, you can continue to be their appointee when they are moved to Pension Age Disability Payment. Social Security Scotland will review your appointee status under Scots law as soon as they can.
Power of Attorney
If someone would like to grant you Power of Attorney, they will need to register this with the Office of the Public Guardian Scotland.
Our Guide to Power of Attorney in Scotland provides more information. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/publications to order a copy.
If you need to contact the benefits office for someone who is unable to give their consent, they may share information with you under certain circumstances. You can contact them to discuss this.
A guide to Power of Attorney in Scotland
What to do if things go wrong
Challenging a decision
If you feel a decision made about your benefit claim is incorrect, you can challenge it. For example, you may feel you have been awarded the wrong rate, or your claim has been wrongly turned down.
If you have applied for Attendance Allowance, you will need to follow the Department for Work and Pensions process; if you have applied for Pension Age Disability Payment, you will need to follow the process for Social Security Scotland.
Our Challenging Benefits Decisions guide provides more information. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/publications to order a copy.
Making a complaint
Most benefit claims go smoothly, but there can be problems. You may want to complain if for example your benefit claim was unreasonably delayed, or you are unhappy with how you were treated during your application.
For complaints relating to Attendance Allowance, contact the Department for Work and Pensions. You can do this by:
• telephone 0800 731 0122 – dial 18001 first to use Relay UK
• textphone 0800 731 0317
• video relay for British Sign Language users: connect.interpreterslive.co.uk/vrs?ilc=DWP
• writing to the address on any letters about your claim
You should tell them:
• your National Insurance number, name, address and contact number
• which benefit you are complaining about
• what happened, when it happened and how it affected you
• what you want them to do to put things right
If you are unhappy with the response to your complaint, you can ask for it to be passed to a senior manager in the DWP complaints team. They will review your complaint and tell you when you can expect a final response.
If you are not satisfied with the final response, you can take your complaint to the Independent Case Examiner for investigation. You must do this within 6 months of receiving the final response.
Email: ice@dwp.gov.uk
Telephone 0800 414 8529
Post: PO Box 209, Bootle, L20 7WA
Full details of how to make a complaint to the Department for Work and Pensions can be found by searching complaints procedure at www.gov.uk.
For complaints relating to Pension Age Disability Payment applications, you will need to contact Social Security Scotland. You can do this by:
• telephone 0800 182 2222 – you can request information and support in accessible formats and different languages
• video relay for British Sign Language users: www.contactscotland-bsl.org
• writing to them at PO Box 10304, Dundee, DD1 9FZ
You should tell them:
• how you would prefer them to contact you
• your full name and contact details
• which benefit you are complaining about
• what happened, when it happened and how it affected you
• what you want them to do to put things right
If you do not feel a complaint will resolve the issue, or if you make a complaint and are unhappy with the response, you can ask for an investigation.
If you are still not happy with the response, you can make a complaint to the Scottish Public Services Ombudsman (SPSO). You can contact them by calling 0800 377 7330 or online at www.spso.org.uk/complain/form.
Full details of how to make a complaint to Social Security Scotland, visit www.mygov.scot/complain-socialsecurity-scotland or call 0800 182 2222.
Help with complaints
You can give your consent for someone to make a complaint on your behalf; see the information about nominating a representative on page 20.
If you do not have anyone you can ask, the Scottish Independent Advocacy Alliance can help you to find an advocate in your area. Call them on 0131 510 9410 or visit www.siaa.org.uk.
For advice on making a complaint, call the Age Scotland helpline on 0800 12 44 222.
Other types of help and support
Support for you
If you are applying for a benefit and haven’t already had a care needs assessment, now may be a good time to request one. This will look at your needs and identify any services and support that may benefit you, including help with personal care, or equipment to help with daily tasks. To request an assessment, contact the social work department of your local council, or the NHS if you live in Highland.
Our Care and Support at Home guides provide more information. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/publications.
Support for your carer
If your benefit claim is successful and you have an unpaid carer, they may be able to claim Carer Support Payment. The rules can be complex, and if they do claim a carer benefit, the amount you get in some means-tested benefits may go down.
If you are considering making a claim, contact the Age Scotland helpline on 0800 12 44 222 and ask for a benefit check. They can tell you which combination of benefits would be best for you and your unpaid carer. You can also check your entitlements at www.age.scot/benefitscalculator.
Your carer is also entitled to practical support from your local council. They should contact the council and ask for an Adult Carer Support Plan. The council will ask about their needs so they can identify the type of support that will be right for them. The services listed in their Adult Carer Support Plan should be offered free of charge and might include things like training courses, respite care, or access to health and wellbeing services.
See our Adult Carer and Carer Support Payment guides for more information. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/publications.
Carer Support Payment A guide for adult carers in Scotland
Useful contacts
Age Scotland helpline 0800 12 44 222
The Age Scotland helpline provides information, friendship and advice to older people, their relatives and carers.
If you need an interpreter, call 0800 12 44 222 and simply state the language you need e.g. Polish or Urdu. Stay on the line for a few minutes and the Age Scotland helpline will do the rest.
You can call us for a copy of our publications list. You can also download or order copies of our publications at www.age.scot/information.
Citizens Advice Scotland
Provides free and confidential advice on any issue relating to welfare, including benefits and the rights of people living with a disability.
0800 028 1456
www.cas.org.uk
Voiceability
Offers support accessing Social Security Scotland benefits to people who identify as disabled.
0300 303 1660
www.voiceability.org/in-scotland
Scottish Independent Advocacy Alliance
Offers help finding an advocate in your area. An advocate may be able to support you to make a complaint or help you to communicate your views and wishes.
0131 510 9410 www.siaa.org.uk
Department for Work and Pensions
For questions and queries relating to your claim for Attendance Allowance.
0800 731 0122
www.gov.uk/attendance-allowance
Social Security Scotland
For questions and queries relating to your claim for Pension Age Disability Payment.
0800 182 2222
www.mygov.scot
This information guide has been prepared by Age Scotland and contains general advice only. It should not be relied upon as a basis for any decision or action, nor used as a substitute for professional advice. Neither Age Scotland nor any of its subsidiary companies or charities accepts any liability arising from its use and it is the reader’s sole responsibility to ensure any information is up to date and accurate.
Please note that the inclusion of named agencies, websites, companies, products, services or publications in this information guide does not constitute a recommendation or endorsement by Age Scotland or any of its subsidiary companies or charities.
How you can help
Our vision is a Scotland which is the best place in the world to grow older.
All the information we provide is free and impartial. It helps older people access their rights and entitlements and can be life changing.
We are also a lifeline for older people who are feeling lonely and isolated. You can help us to support older people who need us most. Together, we can make a difference.
Make a donation
No matter how small or large, donations make a massive difference and help us continue our important work.
Call 03330 15 14 60
Visit age.scot/donate
Complete the donation form and return by Freepost
Fundraise
Whether it’s having a bake sale or running a marathon, there are so many ways to raise vital funds to support our work. To find out more, call 0333 323 2400 or visit age.scot/fundraise.
Leave us a gift in your Will
By choosing to leave us a gift in your Will, your legacy will help us to continue being there for older people for generations to come. To find out more, call 0333 323 2400 or visit age.scot/legacy.
Please donate today
Complete the form and return by Freepost to RSBS-KEHC-GBBC, Age Scotland, Edinburgh, EH9 1PR
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Keeping in touch
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Age Scotland is the Scottish charity for older people. We work to improve the lives of everyone over the age of 50 so that they can love later life.
Our vision
is a Scotland which is the best place in the world to grow older.
Let’s keep in touch
Contact us:
Head office
0333 323 2400
Age Scotland helpline 0800 12 44 222
Email info@agescotland.org.uk
Visit our website www.agescotland.org.uk
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Our regular newsletters by email contain details of our campaigns, services and how you can support our work.
Sign up today at age.scot/roundup
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Our social media channels are a great way to keep up to date with our work and issues that affect older people.
Age Scotland, part of the Age Network, is an independent charity dedicated to improving the later lives of everyone on the ageing journey, within a charitable company limited by guarantee and registered in Scotland. Registration Number: SC153343. Charity Number: SC010100. Registered Office: Causewayside House, 160 Causewayside, Edinburgh, EH9 1PR
We are grateful to the Scottish Government for part-funding this publication
