Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment she has made of the adequacy of the Personal Independence Payment application process.

Customers are currently able to register for Personal Independence Payment (PIP) by telephone or in writing. Those who are eligible are then required to complete a health information questionnaire which is used to support the health assessment, undertaken by our contracted Health Professionals.

The health information form (PIP2) is generally completed and returned by post, but a proportion of customers are able to submit their information online.

We understand that the PIP application process can be challenging for some, in part due to the quantity of information that customers need to provide, but the process has been developed and improved over a number of years to be as straightforward and inclusive as possible.

For those who may find it difficult to complete the form we signpost to organisations that can help, and we can also provide more time for customers to complete and return their form if this is requested.

DWP offer bespoke services for those who find it difficult to navigate the process, for example those who are vision or hearing impaired.

To prepare customers for what they can expect when they claim PIP we also introduced a series of videos on YouTube (links below). These videos help to explain the different parts of the process including the application and the assessment.

PIP video 1 - An overview. PIP video 1 - An overview

PIP video 2 - How you can claim PIP PIP video 2 - How you can claim PIP

PIP video 3 - What you can expect at a PIP assessment PIP video 3 - What you can expect at a PIP assessment

Over the longer-term, the Health Transformation Programme is modernising the entire PIP service to improve customer experience and efficiency, building trust in our services and decisions. This year, we are expanding the availability of the digital health information gather, so that this option is available to everyone who calls to begin their claim. Once fully developed, the new service will include an option to apply and track the application wholly online.