How South Cambridgeshire District Council used data to secure over £4 million in unclaimed support for residents

Across the UK, more than £24 billion in support and benefits will go unclaimed by over seven million families in 2025.

In South Cambridgeshire, the council saw the same pattern: many older residents and low income households were unaware that they were entitled to additional financial support.

Some residents found the benefits system complex or overwhelming. Others did not realise they might qualify, or assumed the support was not for them. This meant people were going without help that could improve their financial stability, health and wellbeing.

As Councillor Henry Batchelor explained:

“Too often, people miss out on the support they are entitled to because the system does not see them and they are just not aware there is help available.”

Councillor Henry Batchelor, Lead Cabinet Member for Communities, South Cambridgeshire District Council

For residents like Paul from Chittering, the barrier was that he would never have applied on his own:

“I’ve never been someone to ask for help, and honestly, if the Council hadn’t reached out, I don’t think I ever would’ve applied. It’s made a world of difference.”

Paul, 69, Chittering

In a rural district with no urban centre, the council needed a way to proactively find the households falling through the gaps and support them before they reached crisis point.

South Cambridgeshire District Council adopted Policy in Practice’s Low Income Family Tracker (LIFT) platform to gain a clearer picture of local need. By combining data held across the council with LIFT’s policy engine, officers could identify households likely to be eligible for financial support but not claiming it.

The council focused its efforts on older residents, low income households and people in financial difficulty. Officers delivered targeted letters, texts and phone calls, and invited residents to in-person drop-in events where they could receive personalised support.

These events, covered by BBC Look East, offered practical help with applications for support such as Pension Credit, Attendance Allowance, social tariffs and the Household Support Fund.

LIFT played a central role in enabling this targeted approach, as South Cambridgeshire Council’s operational lead, Chris Riches, described:

“LIFT has transformed the way we support residents. By bringing together all the information we need into one place, we’re able to act quickly, target our support more effectively, and make sure people do not fall through the gaps. The tool has been invaluable to our approach.

Chris Riches, South Cambridgeshire District Council

By combining data insight with proactive engagement, the council was able to reach residents who would not otherwise have applied.

In the first twelve months of using LIFT, the council delivered major financial gains for local people:

• Over 1,000 additional successful claims submitted
• 113 households now receiving Pension Credit
• 587 households receiving Household Support Fund payments
• 69 households enrolled onto a reduced water tariff
• More than £500,000 in confirmed financial gains in the first year
• £4 million of projected lifetime support delivered, based on average claim length

Six drop in events reached 192 residents, helping distribute more than £13,000 in immediate support, while providing one to one guidance on benefits and entitlements.

The impact on residents was immediate and meaningful. Paul described how Pension Credit changed his day to day life:

“Getting Pension Credit has lifted a huge weight off my shoulders. I can afford the basics now without living in fear of the next bill.”

Paul, 69, Chittering

These testimonials show that proactive outreach can provide both financial relief and a sense of dignity for residents who may never have asked for help.

Councillor Henry Batchelor highlighted the value of this approach:

“When we use data with a clear purpose like this, we turn insight into real life benefits for households across South Cambridgeshire. We make sure benefits do not just exist, but they reach the people they were designed for.”

Councillor Henry Batchelor, Lead Cabinet Member for Communities, South Cambridgeshire District Council

1. Data can reveal hidden need: LIFT helped the council identify residents who were eligible for support but not claiming it
2. Targeted outreach reaches people who would not otherwise access support: Direct letters, texts, calls and in person events ensured residents received personalised support
3. Small interventions unlock significant financial gains: For many households, a single conversation or nudge was enough to start a successful claim
4. Support is most effective when councils act proactively: Using data to identify where help is needed ensures public funds reach those who need them most
5. This model is replicable: The approach taken by South Cambridgeshire offers a practical blueprint for district councils looking to increase benefit take up and support vulnerable residents