Table 5 Views on the intervention

I found someone was interested in me and come and seen me ... that makes a big difference. It's nice to get someone to discuss things with and ... assure me that I was entitled to this ... I couldn't believe it. (Case 17, female, 84, weekly income increased by 52%)

You talk to someone like [the advice worker] you felt that in two or three minutes she knew her business ... she would give you a very well-informed and reliable answer immediately. (Case 19, female, 82, weekly income increased through another welfare rights service prior to this study)

I wouldn't have felt any animosity ... I was already prepared for the fact that I wouldn't be entitled to anything. (Case 8, male, 77, no gain)

When [welfare rights officer] asked about finances and everything, I've nothing to hide, so I just told her the truth. (Case 23, female, 74, no gain)

... other than saying I wasn't prepared to divulge what finances we had, apart from that she didn't press us. She said excess £30,000, I said yes, you could say that. (Case 12, male, 79, weekly income increased by 18%)

I'm used to taking all my papers up to the Council Office for the rent benefit and that, so, I'm not stupid, it didn't worry me. I know it does worry a lot of people, but I'm not stupid. (Case 14, female, 82, weekly income increased by 51%)