Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to support claimants of disability allowance who (a) have difficulties with oral communication, (b) have deafness, (c) have learning difficulties and (d) do not own a telephone.

For hearing and speech impaired customers:

DWP utilise the Video Relay Service (VRS) which enables customers to communicate in real time via a British Sign Language (BSL) interpreter using a video connection on an electronic device. There is no need to be in the same location or for the customer to make an appointment. This service is available across DWP and Department for Communities Northern Ireland (DfCNI) service lines.

DWP also use Relay UK, previously known as Next Generation Text. The ‘app’ enables customer to contact a BT agent and type a message to them. The BT agent then calls DWP and verbally passes on the typed message. It works in reverse for a three-way conversation ie the DWP telephony agent speaks, and the BT Relay agent types the message back to the customer.

For customers with learning difficulties:

PIP

Customers with learning difficulties will often be represented by a third party or appointee who can support them to make a claim to disability related benefits, however we are aware that this does not apply in all cases.

When an application for Personal Independence Payment (PIP) is made by someone with learning difficulties or cognitive impairments, who is acting on their own behalf, we apply a marker to the case which indicates to colleagues in DWP (and colleagues who are involved in the assessment) that the customer requires additional support. The system marker also prevents the case being closed if the customer fails to engage or is not able to meet requirements to complete or return forms.

Work Capability Assessment

Customers requiring a Work Capability Assessment (WCA) are sent a clerical WCA50. The WCA50 will also gather details of any Reasonable Adjustment (RA) or Alternative Format (AF) requirements. If a RA/AF requirement is established, we would update the availability constraints within Medical Services Referral System (MSRS) to advise the healthcare providers that a face-to-face assessment is required. All WCA appointment letters are sent out clerically too. In cases where customers are vulnerable, and require more intensive support, home visits can be arranged through the Visiting Service, who can help with form completion for example.

Disability Living Allowance

For someone who we need to speak to eg: Parent/Guardian (PG) where they have identified/requested a reasonable adjustment, any business with DLA Adult/DLA Child will be conducted in that manner, including if needed BSL. (Same service as PIP).

For learning difficulties, DLACS system(s) does not have a marker, however if the PG has an appointee DLA Child would need to make enquiries and potentially refer for a visiting officer to establish the child’s wellbeing and the PG support requirements.

For customers who do not have a telephone:

PIP:

Support can be provided by third parties, but a clerical process is available, which means applications for disability benefits can be made in writing. Where the disability benefit is subject to an assessment with a healthcare provider, appointments can be made for face-to-face appointments for those unable to participate in telephony assessments.

DLA Child/Adult:

Primarily DLA Child/Adult operate on a postal notification service, DLA uses a freephone number and where a customer does not have a telephone, DWP JCP resources would be available to initiate contact. From mid-March 2025 enhanced functionality will allow customers using the online option to advise DWP of any Reasonable Adjustment (RA) or Alternative Format (AF) requirements.