Lubinets Outraged: In Mykolaiv, People Line Up at 4 a.m. for 19,400-Hryvnia Assistance

“Winter Support” of 19,400 hryvnias is turning into a bureaucratic obstacle course with queues, extra expenses, and repeat trips to government offices. Ukraine’s Parliamentary Commissioner for Human Rights, Dmytro Lubinets, has raised concerns about problems with applying for the assistance. He reported queues in Mykolaiv, significant travel expenses for residents of Donetsk Oblast, and difficulties faced by older people and people with disabilities. On October 13, 2026, the ombudsman wrote about this on his Facebook page.

According to Dmytro Lubinets, he has received complaints about how the “Winter Support” program is being organized. People are also posting similar accounts on social media, he says.

“19,400 hryvnias in assistance—but first, stand in line from four in the morning, find money for the trip, spend a day traveling to another settlement, and hope your documents will be accepted this time. If not, come back again. This is not government support. It’s a bureaucratic obstacle course, and those who need help most have the hardest time,” the ombudsman wrote.

Lubinets also drew attention to the situation in Mykolaiv, where, he says, people start arriving at government offices as early as four in the morning to get an appointment and submit their documents. The ombudsman questioned how appointments are organized, whether visitors are being properly received, and whether their time is being respected.

Another problem affects residents of Kramatorsk. Because service centers and offices of the Pension Fund of Ukraine are inaccessible, some applicants are being directed to Oleksandrivka, which is more than 60 kilometers away one way. According to one applicant, the trip costs between 800 and 1,000 hryvnias one way. This means a round trip can cost up to 2,000 hryvnias—before the person receives any assistance.

If an error is found while checking the documents, the applicant may have to make another trip and incur additional expenses. At the same time, the ombudsman notes, there is no guarantee the documents will be accepted without objections the next time.

Particular concern is raised by cases in which people who are physically unable to visit government offices encounter difficulties. According to Dmytro Lubinets, an 86-year-old pensioner is being forced to visit government offices again and stand in line. A person with a Group I disability and significant mobility limitations cannot submit an application in person without assistance. The ombudsman stresses that the application process should not become an obstacle for people because of their age or health.

Complaints have also been received about inconsistent interpretations of the requirements for applicants. In particular, one woman says she was told she could not be considered a person living alone because she has adult children and grandchildren, even though they do not actually live with her. Lubinets questioned whether decisions should be made based on a person’s actual living circumstances or merely on the fact that they have relatives.

He also drew attention to security risks: people are forced to wait for hours outside administrative buildings in a country where Russian attacks continue and air-raid alerts are regularly issued.

Following the complaints received, the ombudsman appealed to the Prime Minister of Ukraine, demanding immediate intervention and the removal of barriers faced by applicants.

Dmytro Lubinets is demanding that the authorities:

• organize the reception of applicants without queues lasting several hours;
• end inconsistent interpretations of the requirements by government office staff and ensure that the rules are uniform and clear;
• introduce a clear procedure for confirming that a person lives alone;
• provide home visits and remote application options for people who cannot attend in person because of their age, disability, or health.

The ombudsman also recalled that problems with the organization of previous winter support programs had already arisen. In his view, the recurrence of similar situations shows that lessons have not been learned and effective solutions have not been implemented.

“Applications are being accepted until October 30, 2026. Time is running out. Every day of inaction means more queues, additional expenses, and a risk that people will not be able to apply for assistance in time,” Dmytro Lubinets emphasized.

As a reminder, the government’s “Winter Support” program provides a one-time payment of 19,400 hryvnias per household to eligible groups living in designated frontline areas. Applications can be submitted until October 30, 2026 through authorized institutions, including Pension Fund of Ukraine offices, Administrative Service Centers, and local government bodies.

At the same time, official guidance requires applications to be submitted in person, while people who have difficulty reaching government offices are said to be able to get help from social services and local government bodies. This is why Lubinets’ demand for accessible alternative ways to submit documents requires the responsible authorities’ particular attention.

It is not yet known whether the ombudsman’s appeal will lead to changes in how applicants are received. There is limited time remaining before the application deadline, so delays and difficulties with the process could prevent some people from accessing the assistance they are entitled to in time.

We previously reported:

• People start lining up at 3 a.m.: Mykolaiv residents complain about difficulties getting “Winter Support”
• In line from 4 a.m. for 19,400 hryvnias: how “Winter Support” applications are processed in Mykolaiv
• “People have just gotten used to it”: Mykolaiv officials explain the queues for “Winter Support”
• 19,400 hryvnias per household: additional “Winter Support” locations open in Mykolaiv
• 1,038 hryvnias a month for people aged 80 and over who live alone: payment is not automatic; a medical commission certificate and an application to the Pension Fund are required