£24 billion of support is unclaimed: new “Missing Out” report

Accessing this support would help raise living standards, prevent crises and reduce pressure on public services, but it is not reaching the people who need it.

This figure reflects both welfare policy changes and improvements in how estimates are calculated.

The highest unclaimed amounts are found in:

• universal credit
• council tax support
• carer’s allowance

showing where action could make the biggest financial difference.

At the same time, the largest numbers of missed claims are linked to broadband social tariffs, water discounts and council tax support, highlighting the need to improve visibility and access to support for everyday essentials.

Policy in Practice highlights three main reasons why so much support is going unclaimed.

• Awareness remains one of the biggest gaps. Many people simply don’t know they’re eligible, especially if they are working, have some savings, or their circumstances have recently changed. Eligibility rules can be complex, vary across schemes and change over time. Without trusted sources of information, it’s easy to assume you don’t qualify.
• Complexity is another major barrier. Navigating the benefits system can be overwhelming, particularly for people with low digital skills, limited time, health issues or language barriers. Long forms, unclear guidance and inconsistent experiences across the organisations administering benefits make it hard to know where to start and easy to give up.
• Stigma also plays a powerful role. Social attitudes and media coverage often frame benefit recipients as undeserving, deterring people from seeking help. Many lack trust in the system and worry about being judged, singled out or burdened with intrusive checks or sanctions. For some, past negative experiences with the system or hearing about bad experiences from others reinforce a reluctance to re-engage.

In how to solve the problem of underclaiming, Policy and Practice says: “Tackling the £24.1 billion gap in unclaimed support is possible but requires making the system more accessible, joined up and easier to navigate. Many people are not claiming support simply because the process is unclear, complex or not designed around their needs.

“There are proven ways to change this. Aligning policies across central and local government, simplifying application journeys and using data more effectively can help ensure people receive the right support at the right time. Local authorities and service providers can take a proactive role, using tools and insight to identify who is likely to be missing out and offering coordinated support that reduces delays and duplication.

“It is also important to build trust and confidence in the system. The way we talk about benefits matters. Using clear, respectful communication, offering simple prompts at the right moments and ensuring people know what to expect can make a big difference. Targeted campaigns like letters to Pension Credit-eligible households or outreach to new parents are effective, especially when delivered in partnership with trusted local organisations.

“These improvements benefit everyone. They help more people access the support they are eligible for, while also enabling earlier intervention, reducing avoidable costs and making the welfare system more efficient, responsive and fair.”

The Policy in Practice report, Missing Out 2025, is available from policyinpractice.co.uk.

You could be someone who is not claming the benefits you are entitled to! Use our benefits calculator to see what you are eligble for.

We have a page dedicated to different factsheets and guides to help you navigate the social security system, with information on PIP, Universal Credit, Work Capability Assessment and more. We know recent news is making applying for the support you need even more daunting, and we want to be there to help you.