Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to the oral contribution by the Minister for Disabled People, Health and Work of 21 November 2016, Official Report, column 604, if his Department will issue guidance to personal independence payment assessment providers on how claimant satisfaction reviews should be conducted; and if he will make a statement.

It is a contractual requirement for providers to undertake claimant satisfaction reviews. Claimant satisfaction reviews are undertaken by a third party on behalf of Capita and Atos, and only after the case has been returned to the department. Reviews would normally be conducted by telephone, but in the event the customer is unable to be contacted by telephone a survey is issued via the post for completion.