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With DWP planning to increase face-to-face PIP assessments from April, here are essential tips for your telephone, video or in-person interview
The most recent data from the Department for Work and Pensions (DWP) reveals that the majority of Personal Independence Payment (PIP) assessments are currently being carried out remotely by telephone. However, under the new welfare reform plans, the number of face-to-face assessments is set to increase significantly from April.
Minister for Social Security and Disability, Sir Stephen Timms has previously stated that the DWP “will increase the number of health professionals in assessment centres” in order to “increase the number of face-to-face, rather than remote, PIP assessments”.
The latest figures show that in September last year, approximately 68,000 (77.5%) PIP assessments were conducted over the phone, 12,000 (13.8%) were paper-based, 4,400 (5%) in person and 3,300 (3.%) by video call. Sir Stephen disclosed the figures after shadow work and pensions spokesperson for the Conservatives, Helen Whately, questioned the proportion of PIP assessments being carried out face-to-face, reports the Daily Record.
In his written response, the DWP Minister stated: “In the recent Autumn Budget, the government reinforced a commitment it made in the Pathways to Work Green Paper, to increase face-to-face assessments for disability benefits. All assessment suppliers have contractual requirements to raise the proportion of assessments conducted in person, and are expected to plan and manage recruitment accordingly, with progress regularly reviewed.
“The department is working closely with suppliers to boost capacity, with a key focus on recruiting suitably qualified health professionals to support delivery in assessment centres. Through these measures, the department will meet the government priority to increase the proportion of face-to-face Personal Independence Payment (PIP) assessments to 30% from 5% in 2024.”
PIP weekly rates 2026/27
Daily Living component
- Enhanced: £114.60 (from £110.40)
- Standard: £76.70 (from £73.90)
Mobility component
- Enhanced: £80.00 (from £77.05)
- Standard: £30.30 (from £29.20)
The new payment rates start on April 6.
PIP assessments in a nutshell
Over 3.9 million people throughout England and Wales are currently receiving PIP payments ranging between £29.20 and £187.45 per week, equating to either £116.80 or £749.80 during each four-week payment period.
The PIP assessment provides an opportunity for you to discuss how your condition impacts your daily life — it is neither a diagnosis of your condition nor a medical examination. The DWP will take into account evidence gathered during the assessment when determining whether you qualify for PIP.
A qualified health professional will conduct your assessment, compile a report and forward it to the DWP decision maker. If you are awaiting a review, it is advisable to keep a copy of your PIP evidence form to hand during telephone, video and face-to-face assessments. This allows you to refer back to it when needed, particularly if it was completed several years ago.
Talking about how your condition affects you
A useful guide on the Citizens Advice website advises that you should be ready to discuss how your condition impacts you, even if you’ve already provided details on your PIP evidence form (the PIP2 document).
This can prove challenging, but it will be genuinely beneficial if you can talk about:
- the sorts of activities you struggle with, or cannot do at all – for instance, climbing steps without assistance or remembering to attend appointments
- how your condition affects you on a daily basis
- what a difficult day looks 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 rely on the information you provided on your PIP claim form but will also form judgements based on what you say and do on the day. For instance, they may ask you how you travelled to the centre for a face-to-face assessment – if you mention you came by bus, without additional explanation, they could record that you can travel independently on public transport – unless you clarify otherwise.
You may also be requested to complete some physical tasks during the face-to-face assessment. Don’t feel obliged to do things you wouldn’t ordinarily be capable of doing. If you perform them on assessment day, the assessor might assume you can always do them, so if you’re uncomfortable with something – speak up. During the telephone assessment you may be asked to describe how you carry out everyday 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 walk them through how you complete tasks step-by-step to provide an accurate picture of how your disability or health condition impacts you.
What may seem like a lengthy process to you, will demonstrate precisely how you accomplish tasks to the assessor – so don’t attempt to speed up or oversimplify 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 access on the GOV.UK website here. You can bring someone with you into the actual assessment if they are 16 or over. This could be anyone who makes you feel more at ease, such as a friend, relative or carer. If you wish, they can participate in discussions and take notes for you.
Before attending a face-to-face assessment
Confirm with your assessment provider that your assessment centre has everything you require – if it doesn’t, you can request it. This can help make you feel more at ease on the day.
Here are several 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 published guidance on GOV.UK as it includes travel restriction advice for England, Scotland and Wales.
