Best PIP assessment tips as DWP confirms most consultations take place by phone

The Department for Work and Pensions (DWP) has confirmed that “most assessments” for Personal Independence Payment (PIP) are now being conducted over the phone. Minister for Social Security and Disabilities, Sir Stephen Timms, also said this means the “vast majority of customers who need an assessment do not need to attend a face-to-face appointment at an Assessment Centre”.

The DWP Minister’s comments were made in response to a written question from Labour MP Katie White, who asked what measures are in place to “reduce the length of time to undertake a PIP review”. Sir Stephen also confirmed that the DWP is continuing to prioritise new PIP claims “ to ensure claims are put into payment as quickly as possible”.

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In his written response he added: “Unfortunately, this means many customers are waiting longer than expected for their review to be undertaken.” It's important to be aware that existing PIP claimants coming to the end of their award will not see payments stop, they are automatically extended by up to 12 months.

Sir Stephen explained that the DWP regularly updates existing claimants waiting for a review through SMS text messages. He also shared how a change has been introduced for people with the “most severe conditions, on the highest level of support” who will now receive an ongoing PIP award which is only subject to a ‘light touch review’ every 10 years.

The Minister for Social Security and Disabilities also said that the DWP has been “actively recruiting additional Case Managers to meet increased demand for PIP, which means we are now in a position to begin to deploy additional resources onto award reviews”.

The move is expected to increase the number of review cases DWP can complete ‘in house’.

PIP reviews for claimants in Scotland

New figures published by the DWP show that there are now 3.6 million people across Great Britain in receipt of PIP, including over 126,000 living in Scotland. New claims for PIP have been replaced north of the border by Adult Disability Payment and existing claimants will move to the devolved benefit by the end of next year.

If someone due to transfer is coming to the end of their PIP award the review will not be conducted by DWP, and will not take place until after they have moved to the Social Security Scotland system.

Payments will not be interrupted and the claimant does not need to take any action.

New figures from Social Security Scotland indicate there are now 314,495 people in receipt of Adult Disability Payment. Of those, 115,035 (37%) were new applicants and 199,460 (63%) had their award transferred from the DWP.

PIP Assessment Providers

New online guidance enables people due a health assessment to check which provider will conduct their assessment. You can check using your area or postcode on GOV.UK here.

If you are due a PIP assessment or Work Capability Assessment (WCA), it will be conducted by the following company:

• Scotland (WCA only) and North England: Maximus UK Services Limited (previously Atos)

• Midlands and Wales: Capita Business Services (previously Capita)

• South West England: Serco (previously Atos)

• South East England, London and East Anglia: Ingeus UK Limited (previously Atos)

• Northern Ireland: Capita Business Services (previously Capita)

What is a PIP assessment?

The PIP assessment is an opportunity for you to talk about how your condition affects you - it's not a diagnosis of your condition or a medical examination. The DWP will take into consideration evidence from the assessment to decide if you should be awarded PIP.

A health professional will carry out your assessment, write a report and send it to the DWP decision maker.

If you are waiting on a review, it’s a good idea to have a copy of your PIP evidence form with you for telephone, video and face-to-face assessments. That way you can refer back to it, especially if it was completed a few years ago.

Talking about how your condition affects you

A helpful guide on the Citizens Advice website says that you should be prepared to talk about how your condition affects you even if you’ve already detailed it on your PIP evidence form (the PIP2 document).

This can be hard to do, but it will really help if you can talk about:

• the kind of things you have difficulty with, or can’t do at all - for example, walking up steps without help or remembering to go to appointments

• how your condition affects you from day to day

• what a bad day is like for you - for example, ‘On a bad day, I can’t walk at all because my injured leg hurts so much’ or ‘On a bad day, I’m so depressed I can’t concentrate on anything’

Observations on what you say and do during the assessment

The assessor will use the information you gave on your PIP claim form but also draw opinions from what you say and do on the day. For example, they might ask you how you got to the centre for a face-to-face assessment - if you say you came on the bus, without further clarification, they could make a note stating that you can travel alone on public transport - unless you highlight otherwise.

You might also be asked to carry out some physical tasks during the face-to-face assessment. Don’t feel you have to do things that you wouldn’t normally be able to do. If you do them on assessment day, the assessor may think you can always do them, so if you’re not comfortable with something - say so.

During the telephone assessment you may be asked to describe how you complete simple tasks such as preparing and cooking food, getting washed and dressed and how you move around outside the home. Don’t rush to respond, remember they are looking at your claim form and asking the same questions you have already answered.

Pause, reflect and reply

Break your answer down and take them through how you complete tasks step-by-step to paint an accurate picture of how your disability or health condition affects you.

What may seem like a drawn out process for you, will demonstrate exactly how you accomplish tasks to the assessor - so don’t try to speed up or simplify how you get things done.

The assessor will also make a note of your mental state during the assessment - for example, they will record whether you look or sound depressed or happy, tense or relaxed and how you cope with social interaction.

Things to remember during the assessment

• Don’t let the assessor rush you and try not to just answer ‘yes’ or ‘no’ to their questions

• Always try to explain how doing something would make you feel afterwards and the impact it can have on you if you had to do it repeatedly in a short period of time

You can have someone with you while you do the assessment over the phone, on the video call or in person, just remember to put the call on loudspeaker and advise the assessor who is with you.

Taking someone with you to a face-to-face assessment for support

The DWP has guidance on attending an assessment, which you can find on the GOV.UK website here. You can take someone with you into the actual assessment if they are 16 or over. This could be anyone who makes you feel more comfortable, like a friend, relative or carer. If you want, they can take part in discussions and make notes for you.

Before going to a face-to-face assessment

Check with your assessment provider that your assessment centre has everything you need - if it doesn’t, you can ask for it. This can help make you feel more comfortable on the day.

Here are a few examples:

• ask if you will have to go upstairs, and if there’s a lift that can accommodate a wheelchair if you need one

• ask how roomy the centre is if you get anxious in enclosed spaces - if the rooms or corridors are small, tell them this could make you anxious and see what they can offer you

• ask for an interpreter or signer if you need one - do this at least two working days before your assessment so they have time to organise it

• ask for the person carrying out the assessment to be the same gender as you, if that’s important to you

• ask if you can make an audio recording of the assessment - you must do this three days before your assessment and ask your provider about the rules for using recording equipment

Changing the venue

If the location of your face-to-face assessment is more than 90 minutes away by public transport and you have difficulty travelling long distances, you might be offered an alternative location or home visit. Again, refer to the newly published guidance as it includes travel restriction advice for Scotland, England and Wales.