The DWP has confirmed that the vast majority of assessments are being carried out over the phone, this is what it means for claimants
The Department for Work and Pensions has revealed that the vast majority of Personal Independence Payment (PIP) assessments are taking place via telephone. New Freedom of Information data showed that in June, a staggering 70,000 PIP assessments were handled over the phone – representing 75.6% of all consultations during that period.
The figures also indicated that a further 13,000 PIP award reviews were completed using solely the paperwork submitted. Also known as a paper-based consultation.
Just 5,000 people, making up 5.2% of cases that month, received face-to-face consultations. The remaining 3,000 cases were handled remotely through video calls.
Changes to PIP assessment and award reviews were outlined in the contentious Pathways to Work: Reforming Benefits and Support to Get Britain Working green paper, which aimed to boost the number of people receiving in-person assessments and reviews.
The Government has confirmed these alterations will only impact new claimants from November 2026 onwards. Minister for Social Security and Disability, Sir Stephen Timms, recently confirmed that whilst the DWP remains “committed to enabling a multi-channel assessment approach”, the focus will be on increasing the number of face-to-face PIP assessments.
Despite upcoming reforms, the DWP will still offer phone and video consultations when needed, reports the Daily Record. The minister outlined in his written statement: “The feasibility of a paper-based assessment will always be considered in the first instance, for all cases. Where a paper-based review is not possible the claimant will be invited to an assessment.
“Before an invitation to an assessment is sent, consideration will be given to claimants who need a specific assessment channel due to their health condition or circumstances. Other claimants who can undertake any assessment type will be allocated to the next available appointment; however, this can be changed if the claimant informs us that a reasonable adjustment is appropriate in their circumstances.
“The department audits FAS suppliers to ensure that the correct PIP assessment channel type has been selected for the claimant. This provides assurance that claimants are routed to the most appropriate assessment type.”
PIP assessments are crucial both at the initial application stage and during award reviews, giving claimants a chance to discuss how their condition affects their everyday life. Citizen’s Advice clarified that the process isn’t designed as a medical exam and won’t diagnose your condition, even though it’s conducted by a healthcare professional.
The charity advises keeping a copy of your application form handy and referring to it during the assessment if needed, to ensure you provide the assessor with all the vital information for them to make an informed decision.
If the assessment is face-to-face, you might be asked to perform certain tasks, but Citizen’s Advice warns: “Don’t feel you have to do things in the assessment 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. If you’re not comfortable with something – say so.”
The health professional will evaluate whether your condition affects your ability to carry out daily activities and mobility, based on the details provided in your forms and what they observe during the assessment. They will then submit their findings to the DWP, where a decision maker will determine your eligibility for PIP, the rate, and the duration of the benefit.
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