Here is the news article, written in the style of a senior financial correspondent.

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Vulnerable people missing out on benefits due to online tool, charity claims

A systemic shift towards digital-first services is inadvertently creating a barrier for the UK's most vulnerable citizens, causing them to miss out on an estimated £24 million in vital financial support each year. A new report from the Money and Mental Health Policy Institute claims that directing people with complex needs to online benefits calculators—tools they are often unable to use—is deepening financial hardship and leaving critical aid unclaimed.

This trend highlights a growing tension between the drive for digital efficiency in public services and the acute, real-world needs of individuals who lack digital access, skills, or are struggling with mental health challenges.

The Digital Divide's Hidden Cost

The core of the issue, according to the charity's analysis, is the decline of face-to-face advisory services. For decades, in-person advisers at places like local councils or Citizens Advice have provided a lifeline, helping people navigate the notoriously complex welfare system.

These experts could identify all potential entitlements, assist with filling out lengthy forms, and provide the human support necessary for those in crisis.

Now, as services are streamlined and moved online, this crucial gateway is often replaced with a link to a website. For many, particularly older individuals, those with cognitive impairments, or people experiencing severe stress and anxiety, this digital doorway is effectively locked.

The result is a cycle of confusion and despair, where individuals entitled to support give up on their claims, leading to spiralling debt, housing insecurity, and worsening mental and physical health.

A Lifeline in Person: The Case of Helen Fisher

The stark reality of this problem is powerfully illustrated by the experience of Helen Fisher, 69, who now runs an advice service herself after her own brush with financial ruin.

Her life was upended when she had to cease working to become a full-time carer for her husband, Ken, following a severe stroke. The family's income plummeted, and they quickly fell behind on essential payments.

"I was at the end of the road as I could not afford to feed Ken and [daughter] Jemma and to heat our home," Ms. Fisher told the BBC. The situation became dire, with bailiffs pursuing council tax arrears and the threat of energy disconnection and home repossession looming. "I could not afford petrol for the car to take Ken to medical appointments," she recalled.

The turning point came not from a website, but from a human being. An adviser visited her home, sat down with her and her paperwork for several hours, and conducted a comprehensive benefits check. This intervention uncovered the support they were entitled to and ultimately saved their home and their family.

Reflecting on her experience, Ms. Fisher fears for others in similar situations today who are simply signposted to online tools. "It means they will get into further debt and more and more brown envelopes will come through the door," she warned, referencing the official letters that often signal escalating financial crises.

By the Numbers: Unclaimed Support

The £24 million figure identified by the Money and Mental Health Policy Institute represents a fraction of a much larger, systemic issue of unclaimed benefits across the UK.

• The Immediate Gap: The charity estimates that £24 million is lost annually specifically because vulnerable individuals are unable to navigate the online-first system to access the support they are due.

• The Broader Context: This is a component of a much larger national problem. Department for Work and Pensions (DWP) figures and independent analysis regularly place the total amount of unclaimed, means-tested benefits at over £19 billion per year. This includes major support lines like Universal Credit and Pension Credit.

• The At-Risk Population: The groups most affected by this digital barrier include the elderly, individuals with long-term physical or mental health conditions, carers, and those with low levels of digital literacy or no reliable internet access.

The Drive for Digital Efficiency

The move towards online services is part of a wider, cross-government strategy to modernise operations, reduce administrative costs, and improve efficiency. Proponents argue that digital tools offer 24/7 access and can process applications far more quickly for the majority of users.

This "digital by default" approach has been accelerated by budget cuts to local authorities and third-sector organisations, which have seen a reduction in funding for the very face-to-face services that previously filled the advice gap.

While the efficiency gains are measurable, charities and frontline workers argue that a one-size-fits-all digital strategy fails to account for the significant minority for whom it is not a convenience, but an insurmountable obstacle.

Looking Ahead: Bridging the Gap

The report calls for an urgent re-evaluation of the current approach, advocating for a "blended" system that combines digital convenience with accessible, human-led support.

• A 'No Wrong Door' Policy: The Money and Mental Health Policy Institute is urging the government and service providers to ensure that when a vulnerable person seeks help, they are guided to the appropriate support format for their needs, whether it be online, by phone, or in person.

• Investing in Human Infrastructure: The charity argues that a renewed investment in trained, face-to-face advisers is not a step backward, but a necessary component of an inclusive and effective welfare system. Such a move would generate significant returns by ensuring money reaches those who need it most, preventing costly escalations in health and housing crises.

• The Role of Trusted Intermediaries: There is a growing consensus that GPs, social workers, and community leaders must be better equipped to do more than just share a web link. They need clear pathways to refer individuals directly to specialist welfare advice services that can provide hands-on assistance.

The government maintains that support remains available for those who cannot use digital channels, including telephone helplines and in-person appointments at Jobcentres. However, as this report makes clear, for thousands of vulnerable people, the default online pathway is where their journey for help both begins and ends, leaving them and the UK economy to bear the cost.