Plans to cut the Personal Independence Payment (PIP) backlog by hiring new staff have been welcomed by campaigners, who say that the system has been “plagued by backlogs for too long.”
Disability equality charity Scope said that “it is good to see the DWP pulling its finger out” after the department announced it has hired more than 100 new staff to undertake PIP reviews to tackle a growing backlog and historic delays. It plans to hire a total of 2,000 new assessors.
But some campaigners have warned that they “remain concerned” by the knowledge of case managers who carry out assessments to determine a person’s level of support, and “the seemingly low levels of training they receive.”
The move, announced at the end of last week, is part of a larger shake-up of the benefits system, which has started to unfold since Sir Keir Starmer’s Labour came into power.
Here’s what you need to know about the overhaul, and how it could affect you.
What is PIP?
The Personal Independence Payment (PIP) is a welfare benefit designed to help working age adults with the extra costs of living with a health condition or a disability.
It replaced the Disability Living Allowance (DLA) in 2013, and is available for those aged between 16 and state pension age.
The payments can help with the extra costs associated with living with a disability or a long-term health condition, such as higher heating bills, special diets, equipment or taxi fares.
Problems with PIP
Long payment delays, invasive assessments and pay-out refusals have plagued applicants for PIP.
For many people claiming the benefit, it can be a long wait before their claim is even processed.
As of 31 May 2024, there were 392,000 reviews outstanding in England and Wales. Without any significant change, the backlog could take 10 years to clear, according to research conducted by charity Disability Rights UK.
Work and pensions minister Stephen Timms acknowledged that “many” recipients of the benefit are “waiting longer than expected for their review to be undertaken”.
Some claimants have criticised the invasive assessment process that assesses the severity of their disability, which in some cases has re-traumatised claimants like veterans.
The level of PIP a person receives depends on how many points they “score” during the assessment — as well as if they’re eligible for the payment at all.
Historically, an overwhelming number of applicants have had their PIP payments re-instated through an appeal.
The DWP says that it loses 70% of appeals because claimants provide new evidence, but disability charities contest that figure, stating that 59% of cases are overturned even though they produce the same evidence.
What are the changes?
The DWP says it will train new case managers to work on less complex claims, giving more experienced case managers more time to review cases.
There were 1,847 full time case workers in August 2023. In August 2024, this increased to 1,948, and further recruitment is planned.
Timms told Civil Service World on 3 October: “We have 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 resource onto award reviews. This will increase the number of review cases we can complete ‘in house’”.
The companies carrying out workplace assessments have also changed.
PIP assessment – as well as Work Capability Assessments for other benefits like ESA and Universal Credit – will be assessed by just one provider in one region, rather than several different ones.
Previously, individuals would complete a form and subsequently be evaluated by a healthcare professional. Now, people can anticipate being assessed by a staff member who operates across an entire region.
The change in assessor won’t affect the assessment process as it currently stands. Assessment appointments still have to be carried out within a 90-minute distance from a claimant’s home, and in a ground-floor location for accessibility.
The government does have plans to reform the assessment process to claim PIP, which will be outlined in due course.
What has the reaction been?
The move has also been praised by disability equality charity Scope, who said that “it’s good to see the DWP pulling its finger out” as PIP has been “plagued by backlogs for too long.”
David Southgate, Policy Manager told Yahoo News: “It’s also important that they put more effort into getting the assessment right, and getting disabled people the support they need to live their lives.
“Life costs more if you are disabled. Scope research shows that these costs add up to on average £1,010 a month for disabled people to have the same standard of living. The low amount that PIP provides doesn’t go far enough as it is.”
Linda Burnip, the founder of Disabled People Against Cuts, said that “any move to reduce waiting times for claims to be dealt with seems positive.”
“However we remain concerned about the knowledge of case managers and the seemingly low levels of training they receive,” she added.
The DWP has insisted that “despite the dire inheritance this government faces” it is “taking immediate action to ensure vulnerable people are supported and protected.”
A spokesperson told Yahoo News: “Championing the rights of disabled people, so that their views and voices are heard, is at the heart of this government, and we are committed to ensuring disabled people and people with health conditions can access financial support through PIP in a timely manner.”
How to claim PIP?
First off, any potential recipients need to check that they’re eligible. They can do so here.
They are then instructed to call the government’s PIP new claims phone line, where you will need to provide contact details, and key information like your date of birth, National Insurance number, doctor’s name and banking details. If you cannot ring yourself, someone else can do it on your behalf, or be added to the call.
The government will then send a form for any potential recipient to complete.
From there, the applicant may need to be assessed for more information through a work capability assessment (WCA). This will assess the severity of a person’s disability to see how much funding can be provided.
Currently, there are two tiers for both daily living and mobility. For the former, the standard rate is £72.65 per week, and the enhanced rate is £108.55 per week. For mobility, the standard rate is £28.70 per week, and the enhanced rate is £75.75 per week. The rate depends on how many points you “score” during the assessment.
The DWP will then deliver the decision on whether that person is eligible for PIP payments.
