Nationwide Building Society has launched a free telephone benefits calculator service to help people identify unclaimed state support and combat digital exclusion.
The initiative, launched in partnership with social policy data experts Policy in Practice, is available to everyone, not just Nationwide customers, and complements an existing online self-service tool. Together, the services are designed to guide users through the process of identifying and applying for benefits they may be entitled to.
Benefits such as Universal Credit are available to people on a low income as well as those who are out of work. Government data for December 2024 shows that 37 percent of the people claiming Universal Credit were employed. The high cost of living has left many working people struggling financially, so free support to understand which in-work benefits people are entitled to, but unaware of, could make a real difference.
Since the phone line’s launch in late June, 2,229 households used the tool and found they were eligible for an average of £554 extra per month. That equates to more than £1.2 million in total, the equivalent of a typical household’s monthly essential bills, including energy, council tax, and insurance.
Nationwide’s ‘Better Off’ calculator is available through its website, mobile app and a dedicated phone line, so people who are digitally excluded or who prefer not to use online services can still access the service.
The UK building society is urging the government to take action to make it easier for people to access the estimated £23 billion of benefits that go unclaimed every year. The financial provider said the three main barriers to accessing these benefits were low awareness of eligibility, the complexity of navigating the system, and the stigma attached to claiming benefits, despite the high number of recipients being in work.
Kathryn Townsend, head of customer vulnerability and accessibility at Nationwide, said: “Millions of people across the UK are missing out on vital financial support they are entitled to simply because the system is too complex to understand and access. Our partnership with Policy in Practice means more people, including those who perhaps can’t or prefer not to use digital services, can get the help they need to increase their income. By offering the choice of an online process and a telephone call, we are hopefully making what can be a daunting and confusing experience that little bit simpler.”
Deven Ghelani, director of Policy in Practice, added: “Every year £23 billion in benefits and support goes unclaimed because people don’t know what they’re eligible for, or they struggle to access online services. Digital exclusion often goes hand in hand with wider social and economic disadvantage. By partnering with Policy in Practice to offer an inclusive service, Nationwide is not only helping those most in need, it’s also meeting the growing expectation of customers and setting a benchmark for responsible banking.”
