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Lost in the Money Maze

How advice agencies and creditunions can help older people cope

with today’s financial systems

© Help the Aged 2008

All rights reservedRegistered charity no 272786

Help the Aged207–221 Pentonville RoadLondon N1 9UZ

Cover photo: Rebecca Ward

Contents

Introduction 2

Why might older people need help and information on money? 3

Why don’t older people get the help they need? 7

What can credit unions and advice agencies do to help? 11

Services that help older people cope with money issues 14

References 16

Sources of information 18

This toolkit has been produced by Help theAged as part of the ‘Now let’s talk money’campaign, which is designed to increaseawareness of the products and servicesavailable to financially excluded consumersand to encourage them to ask for help whenthey need it.The campaign also aims toinform and encourage advisers on theground to work together to co-ordinateprovision, and to raise awareness of thatprovision, so that the needs of excludedpeople are met more effectively.

Help the Aged works for disadvantagedolder people and has carried out researchon financial exclusion within this group.Research shows that while older people arevery capable in some ways, there are someareas of personal finance management(notably, choosing financial products), wherethey are less proficient.As products morecommonly targeted at older people can bevery complex (equity release, for example),this can increase the likelihood of poordecision-making.1 Very few financial capabilityinitiatives are targeted specifically at olderpeople. In fact, most activity focuses onschools, the workplace, and initiativesdelivered via the internet. Help the Aged isworking to address this problem through anumber of projects promoting financialinclusion and capability for older people.

This toolkit explores the reasons why, in our view, older people should be among the target groups for the work of adviceagencies and credit unions; what barriersexist for older people accessing theirservices; and how service providers canbreak down these barriers.

Introduction

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None of us is getting any younger…The UK has an ageing population.There are nearly 12 million people of state pension age, almost 1 in 5 of the UK’s totalpopulation.2 The number of people aged 65and over is expected to rise by more than60 per cent in the next 25 years, to almost15.8 million in 2031.3

This group is, of course, no morehomogenous than the younger population –those over 65 continue to have differinglevels of health, capacity and income. Someolder people are better off than they haveever been – pensioners are more likely toown their home outright than the rest of thepopulation, and the median income of thosein the top fifth is some three times theamount of those in the bottom two-fifths.4

However, there is evidence to show thatolder people are more likely to spend longperiods on low incomes, and are more likelyto be in poverty the older they are. In terms

of health, while two-thirds of the populationover 65 report no functional disability at all,20 per cent have a moderate disability, andprevalence of illness and disability tends torise with age, particularly over the age of80.5

‘You get worn out.Your ears wear out, youreyes wear out – and not always gracefully.’6

With regard to financial acuity and inclusionit is typically those on lower incomes, andexcluded in other ways, that have the mostdifficulty in dealing with money.

…and the world is changing fastIn recent years changes have been made tothe way we manage our finances by virtue ofgovernment policy, business expediency andadvancing technology.We have seen:

a rise in telephone and online banking

the introduction of chip and PIN

Why might older people need help andinformation on money?

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direct payment of benefits

increasing requirements or incentives forpayment by direct debit

discounts on services for internet users

closures of local bank branches and postoffices

restricted access to cash

increased use of credit and debt

the phasing-out of payments for goodsand services by cheque.

the use of mobile phones for paying forcertain goods and services

the introduction of individual budgets forsocial care.

“I put it down to being marginalised.Thingsare moving forward and I can understand allthat but we’re being left behind as well.”7

In a study of insurance provision conductedon behalf of Age Concern and Help theAged, 41 per cent of those aged 65–74agreed that they often feel overwhelmedwith decisions about their finances, and67 per cent suspect that older people miss out because they know less about thechoices available to them.8 Statistics of thiskind are hardly surprising when you considerthat there are more than 30,000 financialproducts on the market (including insurancefor health and social care as well as pension-planning)9 – and getting impartial informationand advice appears to be a particularproblem for older people.

‘On this occasion a friend helped me bysearching on the internet. I can’t usually gethold of this type of information and I feelthat those of us who aren’t able to use theinternet often miss out on good deals anddiscounts and find it harder to get hold ofinformation on what is available.’10

Taking care of the penniesSome older people have traditionallyoperated with a weekly wage packet and aretherefore reluctant users of banks, preferringto continue to put aside small amounts ofmoney each week to cover the cost ofregular bills.11 However, with access to cashbecoming more and more difficult, especiallyfor those who are less mobile, many areforced to struggle with alternative moneymanagement options.

‘There’s no way I’d use direct debits. Directdebits frighten the hell out of me because Idon’t know where my money goes to.’12

There is widespread resistance among thefinancially excluded older population to theidea of borrowing via loans or credit cards,although a recent study of attitudes toborrowing highlighted an increase over timein the amount of debt owed by older peoplegenerally.This same study found that there is a very small number of older people whoappear to owe very high amounts – oftenusing credit to cover the cost of bills.13 Someolder people also use home credit, whichoffers them money on terms that they canmanage, i.e. weekly cash payments, but theyoften fail to appreciate that they are payinghigh rates of interest, and few seem to knowabout cheaper options.14

‘I’ve never had a lot of money to carry onwith but I’ve never got into debt . . . I’ve goneto charity shops, I’ve gone to jumble salesand I’ve not bothered what anybody else’sgot. I’ve got what’s paid for, do you know?’15

Discussions with financially excluded olderpeople reveal a strong dislike of change andof new or unfamiliar systems and paymentmethods – ATMs, PIN numbers, direct debits,credit cards etc.16

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Older people have already adapted to majorchanges during the course of their lives – inthe workplace, in family structure, in manyareas of technology and in social attitudes. Itis clearly not the case that people lose theirintelligence, skills and interest on retirementor at some undefined point thereafter. But aspeople age they often lack opportunities toexercise their capacities and to engage with a world in which rapid changes are takingplace.17

‘You do get set in your ways.We would acceptchange more if we could do it at our pacerather than having the changes forced onus.’18

A need to knowFinding out about available services andsources of help is often harder for thosewho are less able to get out and about,or who have restricted social networks.Areport by the Government’s Social ExclusionUnit found that disadvantaged adults wereless likely to be aware of certain publicservices, and even when informed aboutthem, they found it difficult to know whereto go to access them or to understand whatthey were entitled to.19

‘Lots of things happen today which I don’tknow about or understand and I feel cutoff.’20

The insurance study mentioned above foundthat around half of those over 65 do not liketo bother others for financial advice,21 and indiscussions many older people have said thatthey would not know where to go to for suchadvice if they didn’t have family and friends torely on.22 Citizens Advice figures for 2006/7show that only 10 per cent of their clients areover the age of 65, which is about half whatcould be expected based on the age profile ofthe population as a whole.This includes 3 per

cent aged over 75, and 1 per cent aged 85+,which again is about half the populationpercentage in these age groups.23

‘I really don’t know. I wouldn’t know where togo to [for advice].’24

Every little helpsWelfare benefits, including state pensions,account for half of all total pensionerincome, but for some 70 per cent ofpensioners, they account for at least halftheir total income, and in 15 per cent ofcases they make up their entire income.25

More than £4.5bn of means-tested benefitsthat should rightfully go to older people inGreat Britain is unclaimed.26 The averageunclaimed amount of Pension Credit,£26.40,27 represents a significant potentialincrease in a single pensioner’s income.

‘Well, you could do the niceties that youdon’t do now.You could go out once a weekor a month for a meal or something.Whenyou get older that’s what you want, really.’28

Making a differenceNinety-six per cent of respondents to aHelp the Aged survey on the Post OfficeCard Account felt that more should be doneto help vulnerable older people deal withthe changes in the way society uses money,while 69 per cent felt there were fewlearning opportunities to help older peoplemanage their money.29

‘I think that life is getting very fast for olderpeople and it’s getting worse – it’s all verycomplicated.’30

Sometimes the help that an older personrequires may seem relatively minor. It mightjust be assistance in understanding a utilitybill or a letter from the council. It could be

How advice agencies and credit unions can help older people cope with today’s financial systems


providing some pointers about how todecide whether to switch to a differentsupplier for a household service. Or perhapsthey just need to be reassured that they areunlikely to have won thousands of pounds in a lottery they did not buy a ticket for, andcan safely bin the request for bank details oran administration fee. Such seemingly trivialmatters can be a cause of tremendousconcern to people who lack knowledge orconfidence in financial matters.

This is true not only of those who have littlemoney, but also among those older peoplewho are relatively wealthy.About a third ofolder people describe themselves as ‘gettingby’ and a further third are on ‘comfortable’incomes or better.31 These more wealthypensioners still need to make choices aboutwhat to do with their money, and might needhelp to understand the issues involved. Forinstance, about half the older people whoapproached the commercial equity releaseservice run by Help the Aged in 2007 wereadvised that this was not a suitable option forthem.32 This highlights the need for impartialprofessional advice on such financial decisionsrather than purely sales-driven information.

‘I would love it if there was a group of honestand trustworthy people to look after myfunds – I don’t want to make a fortune, butjust want a steady improvement.’33

Advice which improves the older person’scapacity to make good financial decisions can help people to manage on low incomes,keep out of debt and also out of poverty.Empowering people – however relativelyrich or poor they are – to make gooddecisions can also help improve people’sself-esteem and confidence, hence generallyhelping people stay active in older age.34

‘I just want to run my own life, run my familyand cope.’35

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Many people acknowledge that if mainstreamprovision of all products and services wasinclusive in the first place, there would beless need for ‘special measures’36 – and as the population gets older, the distinctionbetween services for older people andservices for everyone loses significance.37 Aservice which is accessible to older peoplewill also benefit others who experiencedisadvantage, and will be a more pleasantexperience for everyone.

‘As you get older these things get harder todeal with.’38

They know nothing about itThe first challenge is to know whatinformation is available. People want it to be available in places that they go to or useas part of their daily routine.39

Numerous studies and surveys have shownthat word of mouth is the most commonway of people finding out about a service oractivity.40 This may be especially true in thecase of financial activity, since people do notgenerally have a positive view of the financialservices industry.41

‘I think most financial institutions andinsurance companies treat older people withcontempt.’42

Many older people lead busy and activesocial lives, but those who are older and less well (especially men) may not meetmany people in the course of their everydaylives.43 If they have no close friends or familyin regular contact, they come to rely onothers to provide them with support andinformation.44 GPs, district nurses, post officestaff and those delivering meals on wheelsare all cited as key contacts with influence as information providers.45 Recognising this

Why don’t older people get the help they need?

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issue, Norfolk Credit Union is trainingsheltered accommodation managers inCredit Union procedures so that they canassist any older tenant who wishes to usetheir services.

Local radio is a great source of informationfor many.46 The General Household Study in2002/3 reported that 82 per cent of thoseaged 60–69 and 76 per cent of those aged 70 and over had listened to the radio in the last four weeks.47 Local free newspapersdelivered to the doorstep are also widelyread, and reading a daily newspaper peaks in the 70–74 age group for men (79 per centin 2002) and in the 65–69 age group forwomen (73 per cent).48

Printed material can be useful, since a leafletallows information to be read in the person’sown time, and can be kept for futurereference.49 Such materials should adopt‘easy read’ principles – short sentences,simple punctuation and everyday language50 –and should not be full of pictures of youngpeople. On the other hand, too manyphotographs of older people can distractolder readers into making comparisons withthemselves, andpotentially diminish theperceived relevance of the information tothem.51 Help the Agedproduces a range offree, easy-to-readadvice leaflets forolder people onbenefits, pensionsand other moneyissues.

‘Much print – both in newspapers and magazines, and shop goods’ labels,as well as in business documents, hasactually got smaller.’52

They are discouraged from takingthe next stepHaving identified a service which might be of use, the next problem is accessing moreinformation about that service.

Some older people are happy to use thephone to find out more details, while othersprefer face-to-face contact.53 Increasingnumbers are using websites to accessinformation, but more than 70 per cent of those over 65 have never been on theinternet,54 so any service or informationwhich is available only online automaticallyexcludes the majority of older people.

The need to complete long and complicatedforms in order to access services puts manypeople off.This is a particular problem forolder people with sensory difficulties orpoor literacy skills.55

Many people consider that there is a stigmain relation to asking for help,56 whether toapply for benefits or to obtain advice aboututility suppliers, for example.Admitting tosomeone that you need help can be a verystressful experience and the initial contactstrongly influences whether or not theexperience is a positive one.

Frontline staff can have a beneficial impactfar wider than their job function alone mightsuggest.57 A warm welcome and helpfulattitude can have a powerful, positive effecton visitors. But of course the opposite isalso true.A visitor who has a bad firstexperience is likely to leave and neverreturn – particularly if they were feelingnervous and vulnerable to begin with.

‘Visits in person… were not always moreinformative and worthwhile.The usual story –staff in a hurry, overworked and not alwayspatient with an older person.’58

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Questions on Pensions

Claiming StateRetirement PensionAdvice for older people

INFORMATION AND ADVICE

April 2008–April 2009

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They simply cannot access theopportunityPhysical access to services is a major barrierfor many older people. Forty-one per centof older people have an illness which limitstheir activities in some way, with 14 per centunable to go out of doors and walk downthe road on their own, and 10 per centunable to manage steps and stairs.59

‘I still feel a part of mainstream of life, butthe lack of mobility hinders this.’60

Problems caused by lack of mobility areoften worsened for those living in ruralareas by a lack of regular public transportand the need to travel greater distances to access services.To help overcome this,Ipswich and Suffolk Credit Union carries out weekly collection points at a shelteredhousing complex and at a social club in acommunity centre, and these have provedvery popular with users.

In physical terms driving is often the easiestway for older people to get about,61 soconvenient parking facilities are helpful.For those who rely on public transport,proximity to bus routes is all-important –and restrictions on use of free passes meansthat appointment times need to be flexible.

The building itself is also a key factor interms of enabling access to older people:facilities need to be available on the groundfloor, and should include an accessible toiletand plenty of seating in any waiting areas.Toilets should have doors which are easy to open, a hand-basin and a bin, door handlesat a height suitable for wheelchair users butnot so low that they cause problems forpeople with back conditions,62 and openaccess, i.e. no one should have to asksomeone if they want to use the toilet.63

Of great importance also is publicising theavailability of these facilities so that olderpeople feel confident that their physicalneeds can be met.

‘I don’t mind going out so much when I knowwhere the toilets are.’64

They are worried about what isinvolvedFor older people trust is critical, particularlywhen it comes to personal and financialmatters. Mistrust of the financial servicesindustry has been found to be higher amongpeople who lack confidence that they are in control of their finances, know very little about financial services, do not enjoyfinding out about financial products and findfinancial literature difficult to understand.65

There is a widespread perception that thevoluntary and community sector is better at providing information and assistance.66 Forexample, Glasgow Credit Union has foundthat some older people they spoke to likedthe idea of opening a current account with acredit union rather than a bank. Quite apartfrom this, there is extensive evidence toshow that older people also prefer to useface-to-face banking facilities on the highstreet – and, in particular, to use post offices.

However, even in the best circumstancesmany older people feel threatened by thecomplexity of the issues and fear that theywill not be able to understand what they are told.They are often embarrassed to ask for things to be repeated or explainedmore clearly,67 so the onus is on the serviceprovider to ensure that they avoid jargon, donot talk too fast, and check that the clienthas understood – without being patronising.

‘I finds it difficult when I goes somewhere,and someone explains something to me, andwe don’t know what it’s all about.You know, if



they could come down to our level we couldunderstand it better.’68

Discrimination is out thereAge discrimination is a form of prejudice like racism or sexism and implies that olderpeople simply do not deserve to be treatedon an equal basis with others.69 Seventy-three per cent of older people in GreatBritain agree that age discrimination exists in the daily lives of older people.70 Adviceabout age represented 8 per cent of alldiscrimination advice given by CitizensAdvice in 2006/7.71 Age discrimination inemployment and training was made unlawfulfrom October 2006 when the AgeRegulations came into force.

Direct age discrimination, wherechronological age is used to restrict accessto services, is relatively straightforward toidentify. For example, many older peoplehave problems obtaining insurance or creditsimply because of their age.72 Ipswich andSuffolk Credit Union were approached by a couple who had been with the same bank for over 40 years.When they neededto borrow to repair their roof they wereshocked to be turned down by their bank, asthey had both just turned 80 and had healthproblems. (The credit union lent them themoney they needed, and they have continuedas credit union members with a good savingsand loan repayment record – as well asencouraging many of their younger relativesto join the credit union.)

Indirect discrimination occurs when olderpeople are disproportionately affected by aparticular policy or practice.This includesthings like offering discounts for onlinebookings, or even being prevented fromusing online services – for example, a gas

company online registration form whichdoes not accept dates of birth before 1923.73

Ageism is more difficult to pin down, butincludes negative, derogatory or abusivebehaviour by both individuals and institutions– such as a shop assistant rolling her eyeswhen an older person is taking too long topay for goods, or an advertiser making fun of older people.While age discrimination is now unlawful in the field of employmentand training, no legislation yet exists tocover goods and services. Help the Aged is working to bring this about.

‘If you’re older you have to behave wellotherwise someone will say something like“stupid old trout”.’74

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Many things which prevent or deter olderpeople from making full use of the serviceson offer are simply dealt with; others take alittle more work.And there is always roomfor creative solutions to common problems.The checklist that follows has developedfrom discussions with older people.

Think about the ways in which you can makeyour service more accessible to everyone,including older people.

LocationAre you near bus routes?

Is there parking nearby – general anddisabled?

Does your printed material include aphotograph of the exterior of the buildingso that people can find it more easily?

Is there a phone available so that peoplecan call a taxi when they are ready toleave?

Could you offer home visits to thoseunable to attend your building?

Do you provide designated car parkingspace for disabled customers?

Have you considered introducing fast-track services for customers with mobilityimpairments who are using a taxi serviceas their only means of transport?

BuildingIs your door easy to open and wideenough for wheelchair access? Does it have a ramp instead of steps?

If there is an entryphone are theinstructions clearly marked, and are

What can credit unions and advice agenciesdo to help?

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there alternative arrangements for peoplewith physical impairments?

Are all your services available at groundfloor level? If not, is there a (reliable) lift?

Is there plenty of seating in the waitingarea?

Do you have an accessible toilet? Is itclearly signed? Does it have a wash-basinand bin?

If you cannot provide these facilitiesyourself, could you offer regular sessionselsewhere – e.g. at a GP surgery orsheltered housing unit?

WelcomeAre your reception staff cheerful, friendly,kind (but not patronising), helpful andflexible?

Do they have all the information theyneed to help callers with simple querieswithout having to pass them on to otherdepartments?

Do they have sufficient time to be patientwith those who cannot hear well or whoneed things explaining more than once?

Is there privacy at your reception area sothat people are not overheard discussingpersonal matters?

Service deliveryDo all your advisers have anunderstanding of the problems likely tobe encountered by older people?

Do they have training in the complexitiesof the benefits system as it relates toolder people?

Is sufficient time allocated to allow themto be patient with those who cannot hear

well or who need things explaining morethan once?

Do you have information about local andnational services which offer help andsupport to older people?

Written informationIs your information printed on standard-weight paper so that older people caneasily hold and turn the pages?

Do you produce any information that isspecifically tailored to the needs of olderpeople (like the Help the Aged adviceleaflets, see page 14)?

Is the text size at least 12 point, so thatyour information can be read comfortablyby older people without spectacles?

Is the text broken up into small chunks,using bullet points and illustrations?

Is it clear that the service is not just foryoung people?

Do you offer alternative formats for thevisually impaired – large-print versions orinformation on tape?

StrategyDo you specifically target older people asbeing in particular need of your services?

If your involvement is with adviceagencies, do you include older people indetermining (and delivering) your services– perhaps as members of the managementcommittee, or as part of a focus group?

Reaching peopleHave you found out what servicesfunction in your area and whether theyknow you exist and what you do? Do they

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refer/signpost to you? If not. Have youasked them to?

Do you distribute information about yourservices widely, including to places whereolder people are likely to spend time(sheltered housing units, social clubs,GP surgeries, bingo halls)?

Have you considered visiting localservices, including voluntary andcommunity sector organisations, to talk tothem about what you offer and encouragethem to visit and see for themselves?

Have you considered providinginformation to professionals who comeinto contact with older people, e.g.district nurses, GPs, meals-on-wheels staff,post office staff?

Do you advertise your services locally viathe radio or free newspaper?

‘Everyone gets old… Do as you would bedone by.’75


Help the AgedHelp the Aged is an international charityfighting to free disadvantaged older peoplefrom poverty, isolation and neglect.Weresearch the needs of older people in theUK and overseas and campaign for changesin policy.We provide community servicesand publish information on financial matters,housing, and healthy as well as many othersubjects such as choosing a care home.

Information resourcesHelp the Aged produces a range of freeadvice leaflets and information sheets onmoney issues.About 700,000 financial adviceleaflets are distributed to older people eachyear.These can be ordered in bulk via thewebsite, where they can also be downloadedindividually.

SeniorLineOur national freephone telephone helpline,SeniorLine, answers over 80,000 calls every

year, of which about one-third are related to financial matters, including benefit checks.Although we have only a small team, lastyear SeniorLine managed to help olderpeople claim over £1.5 million in previouslyunclaimed benefits.

‘Your Money Matters’: Barclays and Helpthe Aged PartnershipThis UK-wide programme aims to supportover 30,000 older people and their carers to better manage their finances by providingbasic money management and debt advice.

Benefits Advice Programme: British GasHelp the Aged PartnershipThis programme aims to increase people’sawareness of benefits and personalentitlements, and supports them through the process of claiming them. It has helpedpeople claim over £10 million in unclaimedbenefits.

Services that help older people cope withmoney issues

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Other servicesHelp the Aged neighbourhood communitywardens provide face-to-face support in some of the most disadvantagedcommunities across the UK. Many are calledupon for financial advice or asked to makereferrals to our other services. Our willsand legacies team also provides specificfinancial advice to older people, as do ourcommercial equity release service and carefees advice line.

Regional Development OfficersBased all over Britain, the RDOs are the‘eyes and ears’ of Help the Aged.As well as helping older people to speak up forthemselves, they seek to improve the qualityof life for disadvantaged older peoplethrough capacity-building and communitydevelopment.

Making Your Money Work for Your FutureA simply written, practical guide to managingpersonal finance (see page 19).

ABCULABCUL (the Association of British CreditUnions Ltd) is the principal trade associationfor credit unions in Britain, representing70 per cent of credit unions.ABCUL creditunions account for over 80% of the creditunion movement’s members and assets.

ABCUL represents its members withgovernment, the FSA and in the media. Itprovides a full range of advice, information,training and development services to help its members grow to be sustainable financialco-operatives providing inclusive financialservices in their communities andworkplaces.

Citizens AdviceThe Citizens Advice service is the UK’slargest advice provider, with nearly half of the population using the free service at some point in their lives. Citizens Adviceis an independent charity and membershiporganisation. Citizens Advice Bureaux acrossEngland,Wales and Northern Ireland arealso independent charities and members ofCitizens Advice.Together they deliverinformation and advice face-to-face, throughtelephone and email services, and online via adviceguide.org.uk.They use clients’experiences as evidence to inform policy-makers and service providers about theimpact of their policies both locally andnationally. See: www.citizensadvice.org.uk

Generic financial advice projectCitizens Advice and Citizens Advice Scotlandare working with the Personal FinanceSociety to recruit their member independentfinancial advisers to volunteer in 28 bureaux,providing generic financial advice to clientson low and middle incomes. Independentevaluations of the pilot have shown that this is a very successful way of attractingolder people: 23 per cent of those using the service were over 64, and a further43 per cent aged 50–64 years. See:www.citizensadvice.org.uk/exec_summary.pdf

Financial skills for lifeAs part of the wider Citizens Adviceprogramme to raise financial capability in communities, selected Citizens AdviceBureaux have been funded by HM Revenueand Customs to deliver training to localfrontline workers working with olderpeople.They in turn can help and informolder people on tax and other money issues.For more details on the financial capabilitywork, see www.financialskillsforlife.org.uk


(See ‘Sources of information’ on page 18 forfurther details)

1 Levels of Financial Capability in the UK:results of a baseline survey (March 2006),prepared for the Financial Services Authorityby Personal Finance Research Centre,University of Bristol. Adele Atkinson, StephenMcKay; Elaine Kempson and Sharon Collard

2 Office of National Statistics mid-2006Population Estimates (2007) and GovernmentActuary Department’s website populationdatabase (see 2 below)

3 Government Actuary Department websitePeriod life expectancy, based on mid-2006population estimates, Health StatisticalQuarterly 35 (Weiner, 2007) and Eurostat NewCronos database

4 Pensioners’ Incomes Series, DWP, 2005/6

5 Age Discrimination in Public Policy: a reviewof evidence, Help the Aged, 2002

6 Social Inclusion and Older People: a call foraction, Help the Aged, 2007

7 Financial Exclusion among Older People,Help the Aged, 2006

8 Insurance and Age: exploring behaviour,attitudes and discrimination, Help the Aged/Age Concern, 2007

9 Written evidence by Consumers’ Associationto the Select Committee of Treasury, 2004

10 Investigate! Older people investigating goodsand services, Help the Aged (unpublished,2006)

11 Financial Exclusion among Older People


13 Debt and Older People, Help the Aged, 2008




17 Age Discrimination in Public Policy: a reviewof evidence


19 Improving Services, Improving Lives: a SocialExclusion Unit interim report, Office of theDeputy Prime Minister, October 2005

20 Social Inclusion and Older People: a call foraction

21 Insurance and Age: exploring behaviour,attitudes and discrimination


23 Citizens Advice Bureau: analysis of adviceissues and client profile, 2006/7: England andWales, September 2007 Citizens AdviceBureau: analysis of advice issues and clientprofile, 2006/7: England and Wales, CitizensAdvice, September 2007


25 Tackling Pensioner Poverty: encouragingtake-up of entitlements, National Audit Office,2002

26 Income-related Benefits Estimates of Take-up2004/5, 2006, and Pension Credit Estimate ofTake-up, DWP, 2007

27 Income-related Benefits Estimates of Take-Up in 2005–6, DWP, 2007 (Table 2.2)

28 Just Above the Breadline: living on a lowincome in later life, Age Concern, 2006

29 Losing the Post Office Card Account: howfuture changes may affect older people, Helpthe Aged, 2006



32 Help the Aged response to Thorensen Reviewof Generic Financial Advice, April 2007

33 Making the Money Last, Age Concern, April2007

34 Help the Aged response to Thorensen Reviewof Generic Financial Advice, April 2007



References

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37 Opportunity Age: meeting the challenges ofageing in the 21st century, DWP, 2005


39 Improving Services, Improving Lives: interimreport, Social Exclusion Unit, 2005

40 Improving Services, Improving Lives: interimreport

41 Consumer Confidence in the FinancialServices Industry, Financial ServicesConsumer Panel, 2005




45 Communicating with the Over-75s, DCMS,2006

46 Investigate! Older people investigating goodsand services

47 Communicating with the Over-75s


49 Communicating with the Over-75

50 Improving Services, Improving Lives: a SocialExclusion Unit interim report


52 Help the Aged Vocal Point report(unpublished, 2008)


54 Internet Access 2007: households andindividuals, ONS, August 2007


56 Why do older people refuse to accessservices? Practical suggestions for makingservices more accessible Help the Aged,2007


58 Investigate! Older people Investigating goodsand services

59 General Household Survey, ONS, 2001


61 Local Bus Services and Travel Concessions,Help the Aged, 2007


63 Nowhere to Go: public toilet provision in theUK, Help the Aged, 2007

64 Incontinence and Older People: is there a linkto social isolation?, Help the Aged, 2007

65 Consumer Confidence in the FinancialServices Industry, Financial ServicesConsumer Panel, 2005



68 Necessities of Life: older people’sexperiences of poverty, Help the Aged, 2006


70 Too Old: older people’s accounts ofdiscrimination, exclusion and rejection, Helpthe Aged, 2007

71 Citizens Advice Bureau, Analysis of adviceissues and client profile, 2006/7: England andWales

72 Insurance and Age: exploring behaviour,attitudes and discrimination; Everyday AgeDiscrimination: what older people say, Helpthe Aged, 2004

73 Everyday Age Discrimination: what olderpeople say




Age Discrimination in Public Policy: areview of evidenceStrong evidence is available to show thatdiscrimination against older people is rife.Citing clear instances of direct discriminationat the heart of our national institutions, thisreport begins to explore the profound andextensive impact of age discrimination onolder people themselves and on society as a whole.Help the Aged,April 2002

Communicating with the Over-75sAndrew DarntonDesk research commissioned by theDepartment for Culture, Media and Sport to support the digital switchover targetedhelp scheme. Includes information aboutunderstanding how best to communicate in general with audiences of 75 and over.DCMS, July 2006

Debt and Older People: how age affectsattitudes to borrowingStephen McKay, Elaine Kempson, AdeleAtkinson and Mark Crame, Personal FinanceResearch Centre at the University of BristolA detailed study of the extent and nature ofborrowing and financial difficulties amongpeople aged 50 and over.The researchinvolved analysis of five nationallyrepresentative social survey datasets, and a review of the existing research literature.Help the Aged, 2008

Everyday Age DiscriminationThis report records the stories and feelingsof those who felt they had been treatedunfairly or worse because of their age andwrote to Help the Aged in response to theScrap It! campaign.Help the Aged,April 2004

Financial Exclusion among Older PeopleAndrew Irving Associates for Help the AgedPart of a Help the Aged programme onfinancial exclusion, this research reveals thedifficulties older people have with today’shigh-tech systems of accessing cash.Theresulting exclusion can mean that those whocan least afford it pay more for goods andservices.Help the Aged, December 2006

Incontinence and Older People: is there alink to social isolation?Dr Helen Godfrey, Angela Hogg, DeborahRigby, Adele LongA study designed to capture the experiencesof older people with incontinence in termsof its effect on behaviour, psychological andsocial health, and to explore the potentiallink between incontinence and socialisolation.Help the Aged,April 2007

Improving Services, Improving Lives: aSocial Exclusion Unit interim reportAn evidence report considering theeffectiveness of mainstream public servicesfor those with poorer life chances than thegeneral population.Office of the Deputy Prime Minister, October2005

Investigate! Older people investigatinggoods and servicesUnpublished interim report of a projectcarried out from January to July 2006 onbehalf of Help the Aged, involving oldervolunteers in reviewing their experiences of a range of goods and services with theaim of developing recommendations forimprovements.

Sources of information (alphabetical order by title)

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Insurance and Age: exploring behaviour,attitudes and discriminationOlder people often complain that theinsurance industry discriminates againstthem: premiums rise, excesses increase andcover may not be available at all to peopleabove a certain age limit.This evidence-basedsummary report explores the discriminationolder people face in relation to motorinsurance, travel insurance and car hire, andincludes a series of recommendations forthe insurance industry.Help the Aged, March 2007

Local Bus Services and TravelConcessionsThis large-scale survey on local bus servicesand travel concessions examines olderpeople’s experiences and views of publictransport and travel concessions in an urbanarea, raising key issues for consideration bygovernment, local authorities and all thoseinvolved in the planning of transport.Help the Aged, November 2006

Losing the Post Office Card Account: howfuture changes may affect older peopleWhen the Government announced itsdecision to terminate the Post Office CardAccount, many older people complainedbecause the upshot will be that their abilityto access their pensions will be severelycurtailed.The decision will also have aprofound effect on the future of the postoffice network itself.This report looks at the ramifications of the Government’s policyfrom the point of view of older people.Help the Aged, January 2007

Making Your Money Work for Your Future(LifeGuides series)Paul LewisWhether it is their intention to or not, moreand more people cease full-time work early,often without having given much thought towhat their future income will be and whatsort of lifestyle it will pay for.This guidesuggests dozens of different ways to bridgethe post-retirement income gap: boostingincome, cutting spending, looking atpensions, tax, benefits and mortgages etc.to help readers use their money in the most advantageous way. It also offers adviceon coping with major life events such asredundancy and divorce.Help the Aged,April 2008

Marketing and Advertising to OlderPeopleThe new older generation has markedlydifferent attitudes and purchasing patternsfrom preceding generations and holds most of the nation’s wealth.Yet, despite a compelling b1usiness case for change,advertisers continue to focus the vastmajority of their effort on the under-35s.Aspart of the Help the Aged campaign againstage discrimination, this seminar looks atwhat older people think about advertisingand asks if advertisers are still missing theirmarket.

Help the Aged, January 2003

Necessities of Life: older people’sexperiences of povertyThomas Scharf, Bernadette Bartlam, JennyHislop, Miriam Bernard, Andrew Dunning andJulius SimPerceptions of what constitute the everydayessentials are, for many older people,startlingly modest.As this research report



shows, people in some of the mostdisadvantaged sections of society expectvery little of life and do not regardthemselves as being deprived, or as living inpoverty.Through the voices of older people,this report reveals the true impact of lowincomes on quality of life for senior citizensliving in the UK.Help the Aged, October 2006

Nowhere to Go: public toilet provision inthe UKThis report summarises a Help the Agedsurvey of older people’s views on public toiletfacilities. Provision has been dropping steadilyover the last decade – and by 40 per centsince 2001. Older people are among thosemost severely affected, as lack of access totoilets can discourage many from getting outand about, hence increasing social isolation.Help the Aged, March 2007

Opportunity Age: meeting the challengesof ageing in the 21st centuryGovernment strategy document outliningnew approaching and relationships that willmeet the future needs of an older society.Department for Work and Pensions, March2005

Social Inclusion and Older People: a callfor actionDavid Sinclair, Amy Swan and Anna PearsonReport of six workshops with older peopleto solicit the view of those who would notnormally participate in governmentconsultations or public meetings.As well ascapturing their views, this report reflects thegeneral scepticism among the workshopparticipants that their views will ever beheeded and acted upon.Help the Aged,April 2007

Tackling pensioner poverty: encouragingtake-up of entitlementsReport by the National Audit Office on theaction taken by the Department for Workand Pensions, both on their own and withothers, to tackle the barriers to take-up ofentitlement by pensioners.NAO, November 2002

Too Old: older people’s accounts ofdiscrimination, exclusion and rejectionBill Bytheway, Richard Ward, CarolineHolland and Sheila PeaceA report from the Research on AgeDiscrimination (RoAD) Project.Thanks to recent legislation, agediscrimination in the workplace is high onthe agenda. But how does age discriminationimpact on other aspects of older people’slives? RoAD talked to older people acrossthe UK about everything from shopping tosexuality and hospitals to hairdressing to findout how others see them – and how theysee themselves.Help the Aged, January 2007

Why Do Older People Refuse to AccessServices? Practical suggestions formaking services more accessibleTom Owen, Amy Semple and Kenneth HowseUnpublished Help the Aged paper exploringwhy some older people decide not to accessservices. Based on literature reviews andconversations with older people, it is aimedat helping service providers consider howbest to deliver options to older people inmeeting their needs, expectations andaspirations.Help the Aged, 2007

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Head Office, 207–221 Pentonville Road, London N1 9UZT 020 7278 1114 F 020 7278 1116

E [email protected] www.helptheaged.org.uk

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COMBAT POVERTY wherever older people’s lives areblighted by lack of money, and cut the number ofpreventable deaths from hunger, cold and disease

REDUCE ISOLATION so that older people no longerfeel confined to their own home, forgotten or cutoff from society

CHALLENGE NEGLECT to ensure that older peopledo not suffer inadequate health and social care, orthe threat of abuse

DEFEAT AGEISM to ensure that older people arenot ignored or denied the dignity and equality thatare theirs by right

PREVENT FUTURE DEPRIVATION by improvingprospects for employment, health and well-beingso that dependence in later life is reduced

Fighting for disadvantaged older people in the UK and overseas, WE WILL:

id7450 money maze€¦ · the uk has an ageing population.there are nearly 12 million people of...

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