PIP assessment tips for people due a consultation over the phone, in-person or by video call

Daily Record

3 days ago

DWP plans to increase the number of face-to-face assessments, but will still offer alternative consultation methods.
The UK Government recently announced planned changes to eligibility for Personal Independence Payment (PIP) will not affect existing claimants and will only apply to people making a new claim for the disability benefit from November 2026. The Department for Work and Pensions (DWP) also said it will work with disability groups to create a 'fairer' welfare system.
However, proposals in the 'Pathways to Work: Reforming Benefits and Support to Get Britain Working' Green Paper also include increasing the number of face-to-face PIP assessments for new and existing claimants due an award review.
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Minister for Social Security and Disability Sir Stephen Timms, also recently confirmed that the DWP remains 'committed to enabling a multi-channel assessment approach' but the focus will be on ramping up in-person PIP assessments. DWP will continue to offer telephone and video calling consultations.
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He added that 'the feasibility of a paper-based assessment will always be considered in the first instance, for all cases' adding that 'where a paper-based review is not possible the claimant will be invited to an assessment '.
In his written response to Liberal Democrat MP Chris Coghlan, he went on to say that 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'.
Sir Stephen continued: '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 Functional Assessment Service 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 Assessment Providers
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:
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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.
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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 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).
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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 you can travel alone on public transport - unless you highlight otherwise.
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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 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.
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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.
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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.
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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:
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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 published guidance on GOV.UK as it includes travel restriction advice for Scotland, England and Wales.