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9h ago

FOI Shows PIP Face-to-Face Assessments Rarely Recorded as DWP Seeks Opt‑Out System

Capita, Maximus, Serco and Ingeus recorded only hundreds of in‑person sessions in June despite rules that allow claimants to request a recording.

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Overview

  • A DWP FOI release shows June recordings of face-to-face PIP consultations were minimal: Capita 390 (1.3%), Maximus 50 (0.3%), Serco 40 (0.4%) and Ingeus 40 (0.4%).
  • The welfare reform bill includes a plan to make assessment recordings automatic with an opt-out for claimants.
  • Operational data for June indicates most PIP consultations were by phone, with 70,000 calls (75.6%), about 5,000 in person (5.2%) and roughly 3,000 by video, plus 13,000 award reviews completed on paper evidence alone.
  • Under current guidance, claimants may request to audio record their assessment by giving at least three days’ notice and following their provider’s rules on recording equipment.
  • Claimants can bring someone aged 16 or over into a face-to-face assessment for support, and may request reasonable adjustments such as an interpreter, a same‑gender assessor or a different venue if travel is difficult.