Social Security Benefits: Disability

It is important that all claimants to Personal Independence Payment (PIP) are able to access our services and that they do not face obstacles in applying and communicating with the Department and its providers. We have a variety of reasonable adjustments to make the claims process and communications easier for some of our most vulnerable customers.

The process is kept under continual review to ensure it meets the needs of claimants and helps the Department provide an accurate assessment of an individual’s entitlement. Since PIP was created, the Department has introduced, for example, dial-in-for third parties, a digital PIP 2 questionnaire and evidence upload function, email as a reasonable adjustment and telephone and video assessments in addition to paper-based and face-to-face assessments.

In the Green Paper Pathways to Work: Reforming Benefits and Support to Get Britain Working published on 18 March we outline plans to improve the experience for people who use the health and disability benefits system, including exploring ways to use evidence from eligibility for other services to reduce the need for some people with very severe conditions to undergo a full PIP functional assessment.

Over the longer term, the Health Transformation Programme is modernising health and disability benefit services to improve the customer experience. The Programme will transform the entire PIP service, introducing an option to apply and track applications online.

We are exploring a case management model - a personalised approach for customers from initial contact through to the end of the application, including signposting to other benefits and services. This approach will help the Programme to better understand our customers, tailor their service, and help to build customer confidence and trust that their case is being progressed appropriately.