Applying for Attendance Allowance online can make your claim date much clearer. Your claim usually starts from the date you submit the online form, rather than when DWP receives a postal form. Before you begin, have your National Insurance number, GP details, and care needs information ready. The online process also lets you save your application and return to it later, making it easier to complete your claim accurately. 

Online vs. Postal  Which Route Is Right for You?

Both routes lead to the same assessment, but the mechanics differ in ways that matter.

When online is faster

Applying online means your claim date is set the moment you submit  you don’t have to wait for post to arrive or worry about it going missing. It also removes the need to print, post, or pay for a stamp (though postal AA claims are freepost anyway). If you’re reasonably comfortable using a computer or smartphone and have your supporting details to hand, online is usually the quicker route from start to decision.

When postal is better

The paper route still makes more sense in a few situations. If you’re applying on behalf of someone as an appointee, deputy, or under power of attorney, you must use the paper form  DWP does not currently accept online applications submitted on someone else’s behalf. Postal is also worth considering if you have a lot of supporting evidence (letters, care plans, medication lists) that’s easier to photocopy and post together than to scan and upload, or if you’re simply more comfortable with a physical form you can fill in over several sittings without worrying about a portal timing out.

Backdating differences between routes

This is where the routes genuinely diverge:

• Online: your claim starts on the date you submit the online form.
• Postal (downloaded and printed): your claim starts on the date DWP receives your completed form.
• Postal (requested by phone): your claim starts on the date of your call to the helpline, provided you return the form within 6 weeks.

The 6-week postal return deadline

If you call the Attendance Allowance helpline (0800 731 0122) to request a form, the date stamped on that form is your deadline to return it. Miss it, and you lose the backdating advantage of having called  DWP will instead use the date they actually receive your form.

What You Need Before Starting the Online Form

Have these details ready so you’re not hunting for information mid-application:

• Your National Insurance number
• Your address and contact details
• Details of your GP surgery or medical centre
• Details of the disability or health condition you need extra help with
• Details of your care home, hospital, or hospice, if you’re currently staying in one

Gathering this beforehand also gives you a chance to jot down specifics about your care needs  how often you need help, with what, and what happens if you don’t get it. Vague answers are one of the most common reasons claims stall, so a little preparation goes a long way.

After You Submit: What Happens Next

Once you’ve submitted your claim online, DWP will send you a text message or letter within 3 weeks explaining when you can expect a decision. When a decision is made, you’ll receive a decision letter confirming the outcome and, if you’re awarded Attendance Allowance, when your first payment will arrive.

If you’re anxious about a long wait, it’s fine to call the Attendance Allowance helpline to confirm they’ve received your online submission  but there’s no need to chase repeatedly, as processing times vary depending on claim volumes.

Submitting Evidence for an Online Application

One quirk of the online process: the portal is designed to collect your answers, not to serve as a document upload tool for medical evidence. If you have supporting documents  GP letters, hospital summaries, medication lists, or care plans  you can send these to DWP by post after you’ve submitted your form online, using the same Freepost DWP Attendance Allowance address. There’s no need to hold up your submission waiting for a document to arrive; submit your online claim first, then follow up with evidence and a short covering note referencing your claim.

Applying Online on Someone Else’s Behalf

This is one area where the online service has a firm limitation. If you’re applying for someone else and they can sign the form themselves, that’s fine  but the online portal isn’t built for this. If the person you’re applying for cannot sign a form themselves  for example, due to dementia or reduced mental capacity  you’ll need the legal right to act for them, as an appointee, someone with power of attorney, or a deputy. In every one of these cases, you must use the paper form and apply by post. The online route is not available for third-party applications, regardless of legal authority.

If you don’t yet have the legal right to apply for someone else, it’s worth starting that process (appointee status, power of attorney, or deputyship) as early as possible, since it can take time to arrange and you don’t want it delaying a claim.

Common Problems With the Online Application

Because the DWP’s online Attendance Allowance service is a newer “beta” service, a few practical snags come up more often than you’d expect:

• Getting timed out partway through. If you’re gathering information as you go (like checking a prescription list), consider preparing your answers offline first, then transferring them into the portal in one sitting.
• Uncertainty about evidence. People sometimes assume they need to scan and upload documents within the portal itself. As covered above, evidence goes by post afterward  there’s no need to delay your submission for it.
• Confusion about who can apply online. If you’re applying for someone else without the legal right to sign on their behalf, the online form isn’t the right tool  switch to the paper route.
• Not saving proof of submission. Since you won’t have a posted copy to refer back to, it’s worth saving a screenshot or PDF of your submitted answers, or printing a summary if the portal offers one, in case you need to refer to your original claim later.

Getting Help If You’re Stuck

If you run into technical issues or aren’t confident applying online, the Attendance Allowance helpline can help:

• Telephone: 0800 731 0122
• Telephone (Northern Ireland): 0800 587 0912
• Textphone: 0800 731 0317
• Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 731 0122
• Video relay service for British Sign Language (BSL) users

Lines are open Monday to Friday, 8am to 6pm, and calls are free from mobiles and landlines.

Frequently Asked Questions

Can I apply for Attendance Allowance online if I’m applying for someone else?
Only if the person can sign the form themselves  but the online service doesn’t currently support third-party submissions at all. If they can’t sign because of reduced mental capacity, you must apply by paper form as an appointee, deputy, or with power of attorney.

Does my online claim get backdated to when I started filling it in?
No. Your claim start date is the date you submit the completed form, not when you began filling it in. This is different from calling the helpline for a paper form, where your claim can be backdated to your call date if you return the form within 6 weeks.

Do I need to upload medical evidence during the online application?
No. You can send supporting evidence, such as GP letters or medication lists, by post to the DWP Freepost address after you’ve submitted your online form.

What if I live in Scotland?
The online Attendance Allowance application is not for you  Scotland has its own equivalent, Pension Age Disability Payment, applied for through mygov.scot.

Is the online application the same as the paper AA1 form?
They cover the same core information, but the online version presents it as a guided digital journey rather than a single static document. Both routes lead to the same DWP decision-making process.