“Review the Personal Independence Payment (PIP) application

The Government has responded to the petition you signed – “Review the Personal Independence Payment (PIP) application process.”.

Government responded:

We are committed to ensuring individuals receive high quality, robust and accurate decisions. We work extensively to ensure the quality of service is continuously improved.

Personal Independence Payment

Personal Independence Payment (PIP), focuses on needs rather than condition and prioritizing support on those requiring the most assistance to lead independent lives. 33% of the 2.6 million claimants now receiving PIP get the highest level, compared to 15% for working age Disability Living
Allowance (DLA).

We are determined that the claim and assessment process works effectively across the spectrum of disabilities and health conditions and that claimants receive the right decision, first time, every time. In the majority of cases that already happens; of the 4.1 million initial decisions made following an assessment, by June 2020 9% per cent had been appealed and 5% overturned.


The PIP assessment is not a medical assessment. Health Professionals conducting the assessments are experts in disability analysis, focusing on the effects of health conditions and disability on the individual’s daily life.

The PIP assessment criteria, developed in collaboration with disabled people and independent specialists, allow us to accurately, consistently and fairly assess individuals’ needs across all health conditions and impairments.

A PIP assessment allows a trained professional to assess an individual’s needs but we do not require it where there is enough evidence to determine benefit entitlement. Where we’re unable to make a paper-based assessment, a telephone assessment will be conducted if appropriate.

Claimants identified as vulnerable (e.g. having mental health or learning disabilities) can access additional support, including filling in the form and additional protections exist for failing to return the questionnaire or to attend an assessment. For all assessments, companions are encouraged to attend and offer support to claimants who may struggle to provide an accurate account of their needs.

Healthcare Professionals

Assessment Providers are required to ensure Health Professionals carrying out assessments have knowledge of the clinical aspects and likely functional effects of a wide range of health conditions and impairments. Assessment Providers are required to demonstrate their Health Professionals meet all our requirements before they are approved to carry out assessments on behalf of DWP.

All Health Professionals receive comprehensive training in how multiple, complex conditions affect individuals in their daily activities and participate in an ongoing Continuing Professional Development programme with training in specific conditions. Any Health Professional undertaking assessments must be a doctor, nurse, physiotherapist, occupational therapist or paramedic, with at least two years’ experience following full registration (less by agreement with the Department). The Department ensures a high standard is always maintained by having an Independent Audit function that continually monitors performance and provides feedback to the Providers.


Decisions on entitlement and the rate of PIP payable are made by DWP Case Managers, acting on behalf of the Secretary of State, after careful consideration of all evidence, including the assessment report from the Health Professional and information provided by the claimant and their healthcare professionals.

If a claimant disagrees with the outcome of a Mandatory Reconsideration they can appeal to an independent Tribunal. After an appeal is lodged, we review cases where there is new evidence and, where appropriate, may change decisions with the agreement of the claimant to avoid unnecessary hearings.


Reviews are important, ensuring that awards remain correct where needs change and maintaining contact with the claimant. The length of an award is based on an individual’s needs, not their condition or disability and can vary from nine months to an ongoing award, with a light touch review at the ten-year point.


We are continually adapting our approach to improve our service. We have introduced a new approach to decision making at both the first decision and the Mandatory Reconsideration stage, giving Case Managers time to proactively contact customers if they think further evidence may support the claim. This approach supports our aim to make the right decision as early as possible, so claimants don’t need to progress to the appeal stage.

We are committed to improving the overall PIP claimant experience; claimants rightly expect and deserve this. We have already delivered improvements to the customer journey, our communications, the assessment and our decision making.

This year we will publish a Green Paper on health and disability support. This will explore how the welfare system can better meet the needs of disabled people and those with health conditions to build a system that enables people to live independently and move into work where possible.

Department for Work and Pensions

Click this link to view the response online: