Research and analysis

Claimant experience of telephone-based health assessments for PIP, ESA and UC

DWP commissioned external researchers NatCen to conduct surveys with PIP, UC and ESA claimants to gather feedback on their experience of telephone based assessments.

• From: Department for Work and Pensions
• Published: 20 July 2021
• Last updated: 8 February 2022 — See all updates

Applies to England, Scotland and Wales

Documents

Summary: Claimant experience of telephone-based health assessments for PIP, ESA and UC

HTML

Claimant experience of telephone-based health assessments for PIP, ESA and UC

Ref: 978-1-78659-333-7, RR999

HTML

Claimant experience of telephone-based health assessments for PIP, ESA and UC

Ref: 978-1-78659-333-7, RR999

PDF, 1.38 MB, 75 pages

Technical report: Claimant experience of telephone-based health assessments for PIP, ESA and UC

Ref: ISBN 978-1-78659-352-8, RR999

HTML

Technical report: Claimant experience of telephone-based health assessments for PIP, ESA and UC

Ref: ISBN 978-1-78659-352-8, RR999

PDF, 290 KB, 29 pages

Details

In light of the coronavirus (COVID-19) pandemic the Department for Work and Pensions switched from face-to-face to telephone based assessments for disability benefit claimants in March 2020. This report presents findings from the surveys of claimants who took part in a telephone health assessment as part of their benefit claim for Personal Independence Payment (PIP), Universal Credit (UC) or Employment Support Allowance (ESA). The first survey comprised PIP claimants who underwent a telephone assessment to determine their eligibility for the benefit. The second survey was of Universal Credit (UC) or Employment Support Allowance (ESA) claimants who underwent a telephone Work Capability Assessment to assess whether they should be considered able to undergo any work-related activity.

Telephone interviews were conducted with 837 claimants of PIP and 1146 ESA or UC claimants between April and October 2020. DWP will use this research to inform service delivery improvements.

DWP are resuming face-to-face assessments initially for those who have been unable to be assessed by other means and are expanding the delivery of video assessments. Face-to-face and video assessments will take place alongside existing paper-based and telephone assessments (for ESA/UC and PIP), which will continue to take place where suitable.

Authors: Anna Marcinkiewicz, Georgia Lucey, Crescenzo Pinto, Isabel Taylor, Bea Taylor and Sarah Cheesbrough of NatCen.

Published 20 July 2021
Last updated 8 February 2022 + show all updates

1. 8 February 2022

   Numerous changes made throughout HTML version of - Claimant experience of telephone-based health assessments for PIP, ESA and UC and added revised version of PDF.

2. 20 July 2021

   First published.