How South Cambridgeshire used LIFT to unlock £3.6 million in unclaimed benefits for low income residents

Every year, millions of pounds in financial support go unclaimed by people who qualify but don’t know they’re eligible. For local authorities, the challenge isn’t just providing support; it’s identifying who needs it, when, and how to reach them effectively.

South Cambridgeshire District Council faced this challenge head on. Despite having access to a wealth of data from benefit systems like Housing Benefit and Council Tax Support, there was no effective way to turn this information into targeted action. Many vulnerable residents, older people, families on low incomes, single parents and disabled adults, were falling through the cracks, simply because no one had a full view of their situation.

Before the introduction of Low Income Family Tracker (LIFT), benefit uptake was flat. Campaigns were broad and untargeted. Many residents who needed help most were not engaging with support services, either because of stigma, lack of awareness, or the complexity of the system. The cost of living crisis meant addressing these gaps was an even higher priority, especially for those on the lowest incomes.

In 2024, South Cambridgeshire District Council adopted the LIFT platform from Policy in Practice. LIFT consolidates existing administrative data to create a real time view of around 6,500 low income households in the district, approximately 10% of all homes.

Using the insights from the combined data and LIFT’s policy engine, officers could identify residents eligible for benefits they weren’t claiming and then intervene in a focused, personalised way.

The council designed a series of smart, targeted campaigns using LIFT to:

• Encourage take up of Pension Credit, Healthy Start, and the Household Support Fund
• Offer income maximisation appointments to those in cash shortfall
• Reach older residents at risk of fuel poverty or loneliness
• Support disabled residents with pathways into work
• Increase engagement with local community events and skills programmes

Letters, texts and phone calls were sent to make personal, practical contact with targeted households flagged by the system. Follow ups ensured residents understood their eligibility and had help to apply. LIFT wasn’t just about data, it was a human intervention made scalable and targeted through better insight.

The results of the activities were transformative. In its first year, the LIFT programme delivered £385,617 in new income to 246 households, with a projected lifetime value of £3.6 million. These were not hypothetical benefits; they were confirmed new claims directly resulting from targeted council outreach.

LIFT campaign highlights include:

• A 113 household Pension Credit campaign before Christmas delivered £300,000 in annual support. The lifetime value of these claims is over £3.2 million
• A 12.4% rise in Healthy Start claims in one month, the highest increase in England, unlocked nearly £60,000 in previously unclaimed food support for young families
• Over 240 families received £110 through the Household Support Fund, totalling £26,400
• Among residents just missing out on benefits like Pension Credit, electric blankets and income advice were offered. In one case, a single appointment led to a possible gain of over £500,000 in unclaimed disability benefits shared across five residents
• LIFT insights were used to direct loneliness outreach events in Bassingbourn, Melbourn, and Willingham, aimed at older people living alone. Dozens were introduced to local support services
• Employment referrals were made for disabled residents with long term conditions, offering bespoke pathways into the workforce
• Local schemes like ‘Cooking on a Budget’ saw participation jump from 2 to 22 overnight after a LIFT-powered text invitation to targeted families.

The return on investment has been exceptional. For every £1 the council spends on LIFT, it is generating £36 for residents.

• £385,617 delivered to residents in year one
  
• £3.6 million lifetime financial impact projected
  
• 113 households now claiming Pension Credit
  
• 65 new Healthy Start claims, up 12.4%, the highest national rise
  
• 240+ families awarded Household Support Fund grants
  
• 34 electric blankets distributed to at-risk pensioners
  
• 5 residents referred into employment support programmes
  
• 20+ families reached for community skills events
  
• 1 resident saw a potential gain of £2,257 per month identified through income maximisation
• 246 households in total have benefited so far

Paul, 69, from Chittering, shared:

“It’s made a tremendous difference to my life. Before, things were tight. I barely had enough to cover rent or heating. I’ve never asked for help before, and I wouldn’t have applied without the council reaching out. It’s lifted a huge weight off my shoulders.”

Jean, 74, from Great Shelford, added:

“We didn’t realise we were eligible until we got the letter. It’s meant we can eat better and afford the bills. We also got a free TV licence and Winter Fuel Payment. It’s taken the pressure off and I’m really grateful.”

1. Data you already hold is powerful: LIFT uses benefit and administrative data, enabling councils to act without new burdensome data collection
2. Precision transforms outcomes: Targeted outreach via LIFT dramatically improves engagement and uptake, far beyond broad awareness campaigns
3. Modest efforts = huge returns: A single text or phone call, when well targeted, can result in life changing income for a resident
4. Support the ‘just missed out’ group: Even those just above thresholds still struggle. LIFT helps councils identify and support them effectively
5. Use LIFT beyond benefits: From reducing loneliness to driving participation in local programmes, LIFT has cross cutting potential.
6. Repeat and expand: South Cambridgeshire is already planning to repeat key campaigns and expand LIFT’s use into energy grants and water tariffs