Personal Independence Payments: Merseyside

(Limited Text - Ministerial Extracts only)

Tuesday 26th March 2019 Westminster Hall

[The Parliamentary Under-Secretary of State for Work and Pensions (Justin Tomlinson)]

It is a real pleasure to serve under your chairmanship, Sir Edward. I understand that we are waiting for a permanent Minister for Disabled People, but in the meantime—I am sure it will not be long—it is a great honour to be here. I formerly served as the Under-Secretary with responsibility for disabled people, but the role has been significantly enhanced. It is an extra pleasure to be here in the enhanced role, albeit temporarily.

I pay tribute to the hon. Member for Garston and Halewood (Maria Eagle). We met just last week about a separate case, and we had a debate earlier this year, I think, on a similar topic. As a former Minister, she has genuine feeling and passion for supporting the most vulnerable people in her constituency, backed up by her genuine knowledge about this issue. I am happy to look at the cases that hon. Members have raised. I will take that envelope—I can see that it is ready. I also pay tribute to the hon. Members for Liverpool, West Derby (Stephen Twigg), for Wallasey (Ms Eagle), for Liverpool, Riverside (Dame Louise Ellman) and for Battersea (Marsha De Cordova). There was a common theme: it is clear that they all genuinely care about vulnerable people who rely on people like us—the decision makers—to get it right. Although I did not necessarily agree with everything they said, I understand why they made those comments.

The PIP assessment is meant to be high quality, objective, fair and accurate, and it should focus on the fundamentals of living an independent life. Today we spend somewhere in the region of £55 billion supporting people with disabilities and long-term health conditions. In real terms, that is about £10 billion higher than when we first came to office in 2010. That is about 2.5% of GDP and 6% of all Government spending. It is an incredibly important area of Government expenditure. There are just over 2 million claimants on PIP, and many more are coming into the system or are due to do so.

Currently, 31% of PIP claimants access the highest rate of support. That contrasts with just 15% under DLA. I do not wish to diminish any of the points that hon. Members made—I will cover many issues about which we still need to do more—but we must remember that the system has come a long way from the old legacy benefit. One thing that is consistent among all stakeholders and charities that I speak to in my current role, and that I spoke to formerly when I was the Minister with responsibility for disabled people, is that nobody advocates going back to the old DLA system.

Under PIP, 45% of people with autism spectrum disorder will have the highest rate of support. For motor neurone disease, the figure is 85%. For multiple sclerosis, it is 53%, and for Parkinson’s, it is 55%. Many hon. Members rightly spoke about mental health. Under PIP, 31% will get the highest rate of support. Under DLA, only 6% did, so under PIP five times as many claimants with a mental health condition will access the higher rate. That does not mean that we are getting it right all the time, but there has clearly been a significant and much-needed improvement. In cash terms, the average claimant is getting £15.04 a week more on PIP, compared with DLA.

[Ms Angela Eagle]

Cash terms!

[Justin Tomlinson]

Yes, it is an average, and we are highlighting cases. I will come on to that.

The old DLA system relied solely on self-assessment. For many claimants, the very complex DLA forms were a barrier too far, and people who were in genuine need of support were missing out. Although the lifetime awards were seemingly attractive, they missed the point that many people enter the benefit on a lower rate of support, because conditions can get progressively worse. People on a lifetime award were often told, “If things deteriorate, please contact us for reassessment.” People often did not, either because they did not want to risk losing their benefit or because they did not appreciate that getting a reassessment could work to their advantage financially. Bear in mind that one in three claimants’ conditions changed so significantly within a year that they could be due a change in those circumstances, and the majority would be higher.

[Ms Angela Eagle]

The Minister is making a case for the benefit, but nobody is arguing that it is fatally flawed. We are asking for the assessments to be more accurate, because they are causing problems. He is making a case about conditions that deteriorate, but I have brought to his notice cases of people with deteriorating conditions whose awards have been lowered.

[Sir Edward Leigh (in the Chair)]

Order. May I just make one point? This debate is about the administration of personal independence payments on Merseyside, so we want from the Minister talk about administration and Merseyside.

[Justin Tomlinson]

It is important to set out the overview of where we are. That is why it was so important to highlight those cases in Liverpool and Merseyside, which shape how we do the administration. All our work is done in conjunction with stakeholders that have frontline experience. Hon. Members highlighted the excellent charities and support groups in Liverpool and Merseyside, which are feeding in. They are right to challenge, shape and help us implement the changes. I have seen many cases in which their frontline experience has brought to our attention common sense that should be applied. That has been done, but that work is not complete. I do not know all the details of the examples that hon. Members highlighted—sometimes there are two sides to a story—but presumably their offices have looked into the cases extensively. There are clearly issues that need to be looked at. Hon. Members have my commitment that we will look at those cases very carefully.

[Marsha De Cordova]

The Minister says that he will look at those cases, of which there are many, but does he recognise that there is a significant problem? We have had a snapshot from just one part of the country—Merseyside—but we know that there is a wider issue with the administration of PIP. Does he recognise that?

[Justin Tomlinson]

We always recognise that there is a need for improvement, and we continue to review all the processes—not just PIP, but all parts of Government activity. It is right to do that, and I am sure any party in government would make the same commitment.

Some 92% of claimants complete the forms, but that still leaves 8% who have challenges with them. We have already tried to make improvements by changing the language, tone and style, and shortening the paragraphs. We commissioned further independent research to support further changes. For those 8%, ahead of further changes, we can grant an additional two-week extension. We try to identify vulnerable claimants whom we may have to help with the initial application. With the support of charities and stakeholders, we have produced videos to explain the process. We are trying to make it clearer and remove claimants’ understandable anxiety. For claimants who have severe mental or behavioural conditions, learning disabilities, development disorder or cognitive problems and who cannot engage with the claims process, we will try to offer what support we can, beyond the excellent work of local organisations, which has been highlighted.

Many of the concerns that hon. Members raised were about the assessment process. We encourage help from carers, family friends, social workers or local support workers. I am really disappointed to hear the two examples from Liverpool and Merseyside of people who were trying to provide that support, which would have resulted in a better quality assessment. That should not be happening, and we should look into it. That is an incredibly important part of the process—not just because people are anxious or because demonstrating all their individual challenges is a complex process, but because for some people, particularly those with long-term health conditions, their issues have become a given. They no longer see those issues as a challenge and do not raise them, so they do not get the support that they should be getting. It sometimes takes having someone with them to say, “Actually, that isn’t right. We need to do something.”

[Maria Eagle]

I thank the Minister for giving way—it is a bit hard with twins. He said he was disappointed to hear the examples that my hon. Friend the Member for Wallasey (Ms Eagle) and I gave of that going wrong, but can he explain what he is going to do to stop it happening? It is a fundamental problem with administration.

[Justin Tomlinson]

I will come to that. Fear not; I have woven in as many of the answers as I could.

The average length of time for assessments is now 15 weeks, and it has actually fallen. Initially, in July 2014, when it was at its worst, it stood at 42 weeks, so it has fallen by two thirds to 15 weeks. We got it down to about 13 weeks, but feedback from stakeholders and charities suggested that it was better for assessments to take a bit longer, to help people—particularly the most vulnerable claimants—to gather evidence.

The assessors must be health professionals—occupational therapists, nurses, physiotherapists, paramedics or doctors—who have had at least two years’ experience since they became fully registered. Although there has been understandable criticism of some important cases, the vast majority of the staff on our frontline are well-trained and exceptionally hardworking, and they have claimants’ interests at heart. I think that we all recognise that. In the skills that assessors must have there is an emphasis on assessing people with conditions affecting mental health, intellectual or cognitive functions. There is comprehensive training on how health conditions and impairments affect claimants’ day-to-day lives.

[Ms Angela Eagle]

rose—

[Justin Tomlinson]

Hang on; I will address the previous intervention. What are we doing to ensure that cases such as those that hon. Members have mentioned do not happen? First, there is the independent audit for quality assurance, which is separate from the Department. It is important that we look at that. Our own DWP clinicians will also observe cases, and we get a considerable amount of helpful feedback from stakeholders.

Such examples are part of the reason behind the call for video recording. We agreed to pilot that in the autumn of last year, and it has progressed encouragingly. If there is no backlash from stakeholders, we will look at making that a given by the end of the summer. Video recording would make a huge difference, particularly in cases where something clearly is not going right. We would be able to look back at recordings, which would hasten our addressing of problems, and recordings could be used for appeals.

Satisfaction in 2015-16 was at 76%, and it is now at 82%. It still has some way to go, but the direction of travel is improving.

[Ms Angela Eagle]

I raised a case of someone who was 95% deaf. Her father was not allowed to write the questions out so that she could see them. The interview was terminated early, and the assessor was of the opinion that my constituent could hear but was pretending that she could not. How on earth is that allowed to happen if the system is as good as the Minister claims?

[Justin Tomlinson]

It is difficult to comment without having seen the details. I am not saying that what the hon. Lady says is not true, but if that case is exactly as she describes, that should not be happening and needs to be looked at, which is why I have committed to doing so. In general—as in the case about which I met the hon. Member for Garston and Halewood last week—common sense is not being applied. We must make sure that the rules and guidance that are in place are consistent across the board.

A number of hon. Members highlighted that in Liverpool and Merseyside, home visits are not offered. Between 15% and 20% of claimants in Liverpool and Merseyside have actually been offered home visits, as they should be. If, for a variety of medical reasons, travelling to the assessment is a barrier to accessing the benefit, that should be taken into account. Certainly, when I was the Minister with responsibility for disabled people, we improved the communication by making it more proactive to encourage that. We want the assessment process to work for the claimant.

I also welcome our introduction of the video relay service for those who are deaf and use British Sign Language. That is important not just for PIP, but across all frontline services.

[Maria Eagle]

I thank the Minister for giving way when he has only a little bit of time left. The delay to tribunal hearings is a severe problem. Can he address that before he concludes his remarks?

[Justin Tomlinson]

That is the key thing that I will address, but I will cover one last matter first.

Some 600,000 claimants currently access the Motability scheme. I echo the comments about what a wonderful scheme it is. I think it is the second-largest purchaser of motor vehicles after the Chinese army, so it has significant buying power and is very important. I visited a car salesroom that dealt with Motability and that said it was the dream customer. Some 144,000 people who were formerly on DLA and did not access the higher rate of mobility now do, following re-assessment, and they can therefore access the scheme. That goes back to the point about the 31% against the 15%.

Those who were on DLA on a higher rate, and who could therefore lose their car, will get to keep the car through the £175 million transitional fund that was set up. They keep the car for eight weeks, and then they can either take £2,000 or keep the car for up to six further months, but with a lower payment at the end if their appeal is unsuccessful. That provision was brought in because of a recognition that the appeal process, which I will come to in a moment, often took longer than the time for which the claimant could keep the car. That meant that a car could be taken away, only to be given back two weeks later. When the difference is very close, Motability Operations can exercise some discretion. Fundamentally, the challenge is the length of time of appeals, and that is probably the most tangible concern that has been raised by all who have spoken. I emphasise that the absolute priority is getting it right first time. If we could get every decision right first time, we would not have to worry about mandatory reconsiderations and the appeal process. We all agree on that.

The MR process was introduced to try to intercept cases in which mistakes are made and stop them having to go through the appeals process, which is a real challenge and reduces capacity, and thus bring down the time for other cases. Although I accept that very few decisions appear to change, about 22% of cases are actually picked up by MR. It is absolutely right to focus on that, however, and I think we all recognise that more decisions could be changed. Often, a lot of the MR process is just checking the current processes. The nub of the matter is that the appeals process often considers late, additional evidence. The common-sense point is that we should be doing a lot more, and we are testing that concept by asking whether there are any obvious gaps that we can pick up. Has there not been a GP note? Has supporting evidence that we suspect will be presented not been submitted?

[Maria Eagle]

The case that I mentioned, which has now been fixed, involved a woman who should really just have had another appointment at home. That was not picked up on a mandatory reconsideration. There is surely a point at which some common sense should be injected.

[Justin Tomlinson]

Absolutely. That is what we are testing, so that we can assist claimants by strengthening areas where there are obvious gaps. It would be quicker for the claimant, and we would benefit, because those gaps reduce capacity in the process. We are working with Her Majesty’s Courts and Tribunals Service to try to address the capacity issue, in terms of both the new digital service and recruiting additional judges and tribunal panel members. That cannot come quickly enough.

It is true that the majority of successful appeals are successful thanks to late evidence. We should see that as an opportunity to look at how we can do more to get such evidence in the first place. We are committed to learning those lessons to improve the process for everyone.

It has been a pleasure to respond to this debate. The group of hon. Members who have spoken are passionate about this matter, and they are real champions for their constituents. I have listened to all the points that have been raised, and I will look at the individual pieces of casework. We have a collective duty to keep applying common sense to improve the situation, and we are heading in the right direction. That is welcomed by stakeholder groups, but there is still more to do, and I am committed to doing what I can to support that work.