Customer support guide
Updated 21 November 2024
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This publication is available at https://www.gov.uk/government/publications/home-responsibilities-protection-communication-resources/customer-support-guide
This guide is to help organisations supporting people who may be impacted by missing Home Responsibilities Protection to respond questions. It will help you to help them check their eligibility, and if appropriate, make a claim.
Please consider the following:
- always refer to GOV.UK guidance
- always advise people to complete the eligibility online checker before they decide to make a claim.
- please use the question and answer document we’ve provided to help you respond to questions
- remember that the National Insurance Helpline (NI) can be called 0300 200 3500 if support is needed. There is also extra support available for people who need it
- be aware that a customer’s representative, for example someone who has power of attorney, can make a claim on their behalf.
Customers who received Child Benefit before 2000
Explain to the customer they might be eligible to claim missing HRP. If they make a successful claim, this might increase their State Pension. Ask, or support, the customer to read the GOV.UK guidance and complete the online eligibility checker.
If the customer did not receive Child Benefit before 2000, explain to the customer that they won’t be able to claim missing HRP because they are not eligible.
Customers who claimed Child Benefit after 2000 would have automatically received HRP. This is because NI numbers were mandatory on Child Benefit applications after 2000.
Customers eligible to claim missing HRP
If the online checker said the customer can make a claim, explain to the customer that if they proceed to make a successful claim for missing HRP their State Pension will increase, or stay the same – it won’t decrease.
If the online checking tool said the customer cannot make a claim, explain to the customer that they won’t be able to claim missing HRP because they haven’t met the required criteria.
Customers who want to proceed to claim missing HRP
Explain to the customer that because they want to continue, they’ll now need to complete a claim form. The quickest way to make a claim is online.
The NI Helpline can be called 0300 200 3500 if support is needed. There is also extra support available for people who need it.
If the customer does not want to proceed to make a claim, explain to the customer if they change their mind, an online claim form is available online. They should search Home Responsibilities Protection on GOV.UK to find out more.
Once the claim form has been submitted, advise there is no need to contact HMRC or DWP.
HMRC will correct NI records and DWP will adjust any State Pension payments as appropriate. DWP will write to customers letting them know of any changes to their State Pension.