|
|
|
|
|
|
New analysis: Over seven million households missing out on £24 billion in support
Our new Missing Out 2025 report, launched this month, reveals a stark truth: more than £24 billion in support is going unclaimed across Britain this year. That’s help that should be in people’s pockets, but isn’t.
Over 7 million households are affected, including 1.7 million working age families and 750,000 pensioners. The reasons are clear:
- Awareness: Many people don’t know benefits exist or assume they aren’t eligible
- Complexity: Multiple applications and confusing rules put people off
- Stigma: Old perceptions about claiming support still discourage people from engaging
The gap is growing. Since our last report, the value of unclaimed support has risen, driven by changes to Universal Credit and the Warm Home Discount. Alongside these policy shifts, we’ve strengthened our research methods, using more local data and refining assumptions with councils, government and advocacy groups. The result is the clearest picture yet of just how many families are missing out.
As our founder Deven Ghelani said:
“The scale of unclaimed support in Britain is still staggering. Over £24 billion is left on the table at a time when many are struggling to stay afloat. But this isn’t a failure of the public. It’s a failure of a social security system that is still too complex, too fragmented and too passive.”
|
|
|
|
|
Closing the unclaimed support gap: targeted action is working
Amid the scale of the challenge, there is good news: when organisations take proactive, data led action, more people get the support they’re eligible for.
Our Missing Out 2025 report showcases practical examples of what’s working on the ground:
- Older people are accessing more Pension Credit, with national and local campaigns helping thousands gain greater financial stability. One couple told us the extra income even made their first holiday in a decade possible
- Children are getting the Free School Meals they need to thrive. Councils using data effectively have achieved take up rates as high as 95%, while Healthy Start vouchers are helping parents put fruit and vegetables on the table
- Households on low incomes are seeing their bills reduced. Water companies like Thames Water are auto-enrolling eligible customers onto social tariffs, unlocking hundreds of thousands of pounds of support
These stories show the barriers of awareness, complexity and stigma can be overcome when systems are designed for dignity and simplicity. As one London parent told us:
“I didn’t know there was something like [Healthy Start] until I got a letter. It’s been amazing, I can make sure my 3 year old gets fruit and veg every day.”
|
|
|
|
|
Missing Out 2025 report authors: (left to right) Miles Hessian, Francisca Torres Cortés, Tamara Godoy Jalil and Deven Ghelani
|
|
|
Real progress, real impact
The Missing Out 2025 report shows the scale of the challenge is growing: over £24 billion in benefits and support is still going unclaimed, up from last year. More households than ever are missing out but at the same time, we’re proving that targeted action can close the gap.
Last year alone, Policy in Practice helped 1.2 million people identify over £2 billion in unclaimed benefits, and supported them to successfully boost their income by more than £500 million. On average, households missing out could be £286 a month better off, and for those eligible for Universal Credit, the gain can be as high as £6,000 a year.
Local authorities using our LIFT platform have already helped over 62,000 households become better off by £77 million each year, while our partners in the housing, utilities, finance and charity sectors, as well as local government, have helped over 230,000 people identify £1.4 billion in unclaimed support annually using the Better Off Calculator. Together, these tools are helping people unlock the money they’re due.
Our partnerships are also making a difference. As Kathryn Townsend, Head of Customer Vulnerability & Accessibility at Nationwide, said:
“Through our partnership with Policy in Practice, £1.2 million in unclaimed benefits has been uncovered for more than 2,200 people in the first four weeks since launch. This is a major step forward in inclusive financial support.”
And as our founder Deven Ghelani reminded us:
“Every £1 claimed is a step toward better health, improved education, stronger families and reduced pressure on public services.”
|
|
|
|
|
|
|
|
|
|
We’re finalists for a Collaboration Network Award
We are proud to share that our partnership with Richmond and Wandsworth Councils and Thames Water has been shortlisted for the Collaboration Award at the 2025 Collaboration Network Awards.
Together we created an automated system to help households in financial hardship access water social tariffs without having to navigate complex applications. The pilot has already auto-enrolled nearly 2,000 residents, saving them around £1 million, and has provided a blueprint now being scaled across London.
This recognition highlights the power of cross sector collaboration to deliver real, lasting impact. Wish us luck for the awards ceremony final on 3 December!
|
|
|
|
|
|
|
Introduction to benefits training
|
|
|
Whether your team is new to the benefits system or in need of a refresher, this introductory training provides a clear, practical overview of how the system works.
Designed to strengthen collective understanding, this 90 minute online session helps staff confidently support customers or colleagues with benefit related queries, using a benefits calculator or discussing entitlements.
|
|
|
|
By the end of the training, your team will understand
- What the main benefits are, who they’re for, and how they interact
- The difference between legacy benefits and Universal Credit and what managed migration means
- How means testing works and why it matters
- How to interpret results from a benefits calculator
|
|
|
|
|
|
|
|
|
|
|
|
Partners in South Wales use MAST to transform safeguarding by connecting data
|
|
|
Challenge
Poor information sharing between agencies has long delayed safeguarding efforts, increasing risk and cost.
Solution
We worked with agencies across South Wales to launch MAST, a digital tool which links data across adults and children’s social care, health, police and fire services on a daily basis.
Impact
MAST allows partners with a mandatory responsibility for safeguarding to securely share headline data to improve services, control costs, and improve safeguarding and social outcomes.
|
|
|
|
|
|
🔍 What is MAST?
MAST is the smart software we've built to help safeguarding professionals securely share headline data and make more informed safeguarding decisions to protect vulnerable residents.
|
|
|
|
|
|
|
|
Jennifer Downie, Senior Policy and Data Analyst, worked with safeguarding partners in South Wales to introduce MAST
|
|
|
|
|
|
New integration: Better Off Calculator and AdvicePro
|
|
|
We are excited to announce a new partnership between Policy in Practice and ACM Solutions that makes it easier than ever for advisers to give clients the support they need.
The Better Off Calculator now integrates seamlessly with AdvicePro, so:
- Advisers can check benefits within AdvicePro or start a full case in the calculator
- Completed cases can automatically create new referrals in AdvicePro
- Data flows both ways, removing double entry and keeping client records accurate
|
|
|
|
|
|
|
|
🔍 What is the Better Off Calculator?
The Better Off Calculator helps people see what support they can claim, quickly and clearly. Used by advisors and available for self serve, it simplifies complex benefits to maximise income and improve financial resilience. Organisations also use it to engage more people, reduce arrears, and save time and money. Built with client feedback, it includes budgeting, scenario tools and local scheme integration.
|
|
|
|
|
|
September in the field: showcasing client impact across sectors
This September we connected with partners across local government, housing, revenue and benefits and financial services. Each sector faces different challenges, but our message was the same: our clients are showing what is possible when they use data and our tools to help people access the support they are due.
At IRRV Scotland 2025, Adam Kenny and Abigail Everett spoke with councils about how Scottish authorities are using data and LIFT to identify families eligible for Scottish Child Payment, Best Start and Free School Meals. By tackling debt recovery in a fairer and more inclusive way, they are demonstrating how to improve financial resilience for households while protecting vital revenues.
At Solace Scotland, Jennifer Downie and Tylor-Maria Johnson highlighted how senior council leaders are embedding LIFT into service delivery. Their proactive use of data is helping residents access unclaimed benefits more quickly, boosting local outcomes and showing the value of smarter, joined-up services.
At the Housing Community Summit, Ed McNamara and Sam Fathers shared how housing providers are integrating our Better Off Calculator into tenancy workflows. By helping residents maximise income, they are building sustainable tenancies and stronger communities.
And at the UK Credit and Collections Conference, our conversations with financial services professionals underlined how organisations like Nationwide are leading the way in supporting vulnerable customers. By using our tools to identify unclaimed benefits, they are boosting household incomes and reducing arrears.
Different sectors, achieving impact: our clients are proving that proactive approaches using our solutions work, and that together we can close the gap on unclaimed support.
Missed us? Book a call with our team about your challenges and how we could help
|
|
|
|
|
|
|
Stay informed: join our upcoming free webinars
|
|
|
|
|
|
|
LGR: how a data led approach creates new opportunities to support vulnerable households and keep services local
Wednesday 5 November from 10.30 to 11.45. See details and register
|
|
|
|
|
|
|
|
|
September webinar available to view on demand
|
|
|
|
|
|
|
|
|
|
|
Meet us at sector events this October
We're out and about again in October as our team attends more sector events. We’ll be sharing how our LIFT platform and Better Off Calculator are helping organisations to tackle debt, boost income and support households while closing the unclaimed support gap.
We’re looking forward to connecting with colleagues at the following events:
- 1-3 October: IRRV Annual conference, Telford
- 16-17 October: Solace Summit, Leeds
Come and say hello, hear about our latest innovations, including Campaign Manager and Apply Once, and explore how we can help you deliver better outcomes for customers.
To arrange a meeting with our team at these events email hello@policyinpractice.co.uk
|
|
|
|
|
|
|
Come and work with us at Policy in Practice
Open roles:
- Senior Policy and Data Analyst
- Head of Growth Marketing
- Business and Account Manager
- Client Services Manager
|
|
|
|
|
|
|
|
|
