Grandparents raising grandchildren in New Zealand are entitled to the unsupported child benefit (UCB) if they meet the conditions for eligibility. To access the support, they are required to attend the offices of Work and Income. In a large survey of such grandparents undertaken in 2016 (funded by a Lotteries Community Sector Research Fund grant) participants articulated a wide range of qualitative comments around their experiences in accessing this important form of income support. While a proportion had positive experiences, most were critical of the operation of the offices. Between the policy of providing financial support for children unable to live with their own parents, and the practice of being a grandparent looking after such children, lies a complex set of systems of which grandparents were often extremely critical, for a range of reasons which are explored in this paper.