Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to monitor the (a) number and (b) nature of complaints made to (i) Capita and (ii) other external assessors for Personal Independence Payment applications.
Answered by Mims Davies - Shadow Minister (Women)
The department manages the PIP contracts robustly and has a full set of service level agreements setting out our expectations for service delivery.
It is important for providers to have their own complaints process to deal with dissatisfaction about the service they provide. This process signposts complainants to the Independent Case Examiner (ICE) if they are dissatisfied with the provider’s final response to their complaint.
The process is designed to ensure that those complaining about third party provision have access to the same complaint escalation route as those who complain about services provided by Department for Work and Pensions (DWP). This encourages providers to resolve complaints at the earliest opportunity. It also gives providers the right incentives to offer good customer service and to comply with the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling.
In each of the last five calendar years (2019 to date), the total number of cases where Personal Independence Payment (PIP) assessment providers (APs), Capita and Independent Assessment Services (IAS), received a complaint, are shown in the table below.
| 2019 | 2020 | 2021 | 2022 | 2023 to date |
Capita | 2800 | 1390 | 1380 | 1380 | 1580 |
IAS | 6140 | 2800 | 2390 | 1760 | 1830 |
Please note:
- All volumes have been rounded to the nearest 10.
- All above data is derived from contractual management information produced by the APs.
- The above data is derived from unpublished management information, which is collected for internal departmental use only, and has not been quality assured to Official Statistics Publication standards.
All APs strive to provide an excellent service to claimants and are held to account for their performance. To put the above figures into context, the total number of complaints shown as a percentage of all completed assessments for the same period, are as follows:
| 2019 | 2020 | 2021 | 2022 | 2023 to date |
Capita | 1.24% | 0.74% | 0.76% | 0.56% | 0.57% |
IAS | 0.87% | 0.51% | 0.41% | 0.24% | 0.23% |
Please note:
The above percentages have been derived from the unrounded totals.
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure consistency of (a) initial training and (b) continued professional development for assessors across all PIP assessment providers.
Answered by Mims Davies - Shadow Minister (Women)
The Department for Work and Pensions (DWP) has set out very clear rules for how Personal Independence Payment (PIP) health professionals (HPs) are recruited and trained, and how assessments will be carried out, both in guidance and in regulations. All HPs have been recruited and trained to standards set by, monitored, and approved by DWP.
Both PIP assessment providers (APs), Independent Assessment Services and Capita, are required to supply the department with a training plan. This must set out in detail, the manner in which their training programme, both initial training and refresher training / continuing professional development (CPD), will be delivered. The plan should be developed in co-operation with the department and will be subject to departmental approval.
APs must also evaluate the effectiveness of their training and CPD programmes. The format and timescales of the evaluation should be agreed with the department.
This year’s Health & Disability White Paper committed to developing the skills of HPs. In addition to their professional experience, HPs will take part in training to specialise in the functional impacts of specific health conditions.
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what information his Department holds on the average length of service for assessors employed by external assessment providers to carry out PIP applications.
Answered by Mims Davies - Shadow Minister (Women)
The table below shows the number of health professionals (HPs) employed by the external assessment providers (APs), Independent Assessment Services (IAS) and Capita, and the average length of service of HPs for the past 5 years.
Date | Number of HPs employed by IAS | Number of HPs employed by Capita | Average length of service of IAS HPs (months) | Average length of service of Capita HPs (months) |
11 Dec 2023 | 2,584 | 1,128 | 29.3 | 25.3 |
11 Dec 2022 | 2,255 | 964 | 27.3 | 23.7 |
11 Dec 2021 | 1,853 | 678 | 29.0 | 28.1 |
11 Dec 2020 | 1,659 | 594 | 33.4 | 34.1 |
11 Dec 2019 | 1,618 | 664 | 28.8 | 28.1 |
Please note:
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what information his Department holds on the number of assessors employed by external assessment providers to carry out PIP applications in each of the last five years.
Answered by Mims Davies - Shadow Minister (Women)
The table below shows the number of health professionals (HPs) employed by the external assessment providers (APs), Independent Assessment Services (IAS) and Capita, and the average length of service of HPs for the past 5 years.
Date | Number of HPs employed by IAS | Number of HPs employed by Capita | Average length of service of IAS HPs (months) | Average length of service of Capita HPs (months) |
11 Dec 2023 | 2,584 | 1,128 | 29.3 | 25.3 |
11 Dec 2022 | 2,255 | 964 | 27.3 | 23.7 |
11 Dec 2021 | 1,853 | 678 | 29.0 | 28.1 |
11 Dec 2020 | 1,659 | 594 | 33.4 | 34.1 |
11 Dec 2019 | 1,618 | 664 | 28.8 | 28.1 |
Please note:
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many PIP applications disallowed at initial decision were later granted at (a) mandatory reconsideration stage, (b) appeal stage and (c) tribunal stage in Rhondda Cynon Taff local authority area in each of the last five years.
Answered by Mims Davies - Shadow Minister (Women)
Table 1 shows the number of individuals not awarded Personal Independence Payment (PIP) at initial decision, and of those who were later granted PIP at mandatory reconsideration (MR) stage, appeal stage before tribunal hearing, and at tribunal stage by the financial year of the initial decision.
Table 1
Financial Year of Initial Decision | Number of individuals not awarded PIP at initial decision stage | Number of individuals first awarded PIP at MR stage | Number of individuals first awarded PIP via lapsed appeal | Number of individuals first awarded PIP at tribunal hearing |
2018/19 | 201,410 | 14,820 | 6,440 | 24,320 |
2019/20 | 204,110 | 24,580 | 8,750 | 19,070 |
2020/21 | 207,300 | 30,340 | 8,090 | 10,590 |
2021/22 | 263,120 | 24,380 | 7,430 | 16,730 |
2022/23 | 356,810 | 10,350 | 6,180 | 9,930 |
Table 2 shows the number of individuals not awarded Personal Independence Payment (PIP) at initial decision, and of those who were later granted PIP at mandatory reconsideration (MR) stage, appeal stage but before tribunal hearing, and at tribunal stage in Rhondda Cynon Taff local authority area by the financial year of the initial decision.
Table 2
Financial Year of Initial Decision | Number of individuals not awarded PIP at initial decision stage | Number of individuals first awarded PIP at MR stage | Number of individuals first awarded PIP via lapsed appeal | Number of individuals first awarded PIP at tribunal hearing |
2018/19 | 1,520 | 110 | 50 | 240 |
2019/20 | 1,720 | 200 | 80 | 240 |
2020/21 | 1,420 | 210 | 60 | 90 |
2021/22 | 1,940 | 200 | 70 | 140 |
2022/23 | 2,310 | 70 | 40 | 60 |
Please note:
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many PIP applications disallowed at initial decision were later granted at (a) mandatory reconsideration stage, (b) appeal stage and (c) tribunal stage in each of the last five years.
Answered by Mims Davies - Shadow Minister (Women)
Table 1 shows the number of individuals not awarded Personal Independence Payment (PIP) at initial decision, and of those who were later granted PIP at mandatory reconsideration (MR) stage, appeal stage before tribunal hearing, and at tribunal stage by the financial year of the initial decision.
Table 1
Financial Year of Initial Decision | Number of individuals not awarded PIP at initial decision stage | Number of individuals first awarded PIP at MR stage | Number of individuals first awarded PIP via lapsed appeal | Number of individuals first awarded PIP at tribunal hearing |
2018/19 | 201,410 | 14,820 | 6,440 | 24,320 |
2019/20 | 204,110 | 24,580 | 8,750 | 19,070 |
2020/21 | 207,300 | 30,340 | 8,090 | 10,590 |
2021/22 | 263,120 | 24,380 | 7,430 | 16,730 |
2022/23 | 356,810 | 10,350 | 6,180 | 9,930 |
Table 2 shows the number of individuals not awarded Personal Independence Payment (PIP) at initial decision, and of those who were later granted PIP at mandatory reconsideration (MR) stage, appeal stage but before tribunal hearing, and at tribunal stage in Rhondda Cynon Taff local authority area by the financial year of the initial decision.
Table 2
Financial Year of Initial Decision | Number of individuals not awarded PIP at initial decision stage | Number of individuals first awarded PIP at MR stage | Number of individuals first awarded PIP via lapsed appeal | Number of individuals first awarded PIP at tribunal hearing |
2018/19 | 1,520 | 110 | 50 | 240 |
2019/20 | 1,720 | 200 | 80 | 240 |
2020/21 | 1,420 | 210 | 60 | 90 |
2021/22 | 1,940 | 200 | 70 | 140 |
2022/23 | 2,310 | 70 | 40 | 60 |
Please note:
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what guidance his Department produces for PIP assessors on how to process cases where an applicant has autism spectrum disorder.
Answered by Paul Maynard
All claimants, including those with autism spectrum disorder, are assessed in accordance with the Personal Independence Payment (PIP) Assessment Guide available on GOV.UK.
Assessment providers are required to ensure all health professionals (HPs) carrying out PIP assessments have comprehensive training and knowledge of the clinical aspects and overall functional effects of a wide range of health conditions and impairments, including autism spectrum disorder.
HPs have access to a wide range of clinical resources, including e-learning modules and case studies, to research any conditions presented. Both Capita and Independent Assessment Services have a Condition Insight Report on autism for use by their HPs. In addition, HPs are also expected to keep their knowledge up to date through continuing professional development.
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment he has made of the potential implications for his policies of the New Economics Foundation report entitled, From compliance to engagement: Rethinking the use of conditionality in our social security system, published on 23 August 2023.
Answered by Jo Churchill
No assessment has been made.
To keep the sanctions system clear, fair, and effective in promoting positive behaviours, we keep the conditionality and sanctions policies and processes under continuous review.
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what discussions he has had with the (a) PCS union, (b) Prospect union and (c) First Division Association on expanding powers of arrest to trained DWP benefit investigators.
Answered by Tom Pursglove
The Fraud Plan, published in May 2022, sets out the ambitions for the use of the Powers of Arrest for DWP staff when parliamentary time allows. This will be limited solely to use in DWP’s Economic and Serious Organised Crime investigations.
To date, DWP have engaged with the National Police Chiefs Council (NPCC) and the National Police Lead for Fraud in relation to this policy. We will continue to engage with NPCC and more widely with the police in developing this measure.
DWP plans to fully engage with the trade unions prior to the implementation of these powers.
Asked by: Beth Winter (Labour - Cynon Valley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what discussions he has had with the (a) National Police Chiefs Council and (b) Police Federation on expanding powers of arrest to DWP benefit investigators.
Answered by Tom Pursglove
The Fraud Plan, published in May 2022, sets out the ambitions for the use of the Powers of Arrest for DWP staff when parliamentary time allows. This will be limited solely to use in DWP’s Economic and Serious Organised Crime investigations.
To date, DWP have engaged with the National Police Chiefs Council (NPCC) and the National Police Lead for Fraud in relation to this policy. We will continue to engage with NPCC and more widely with the police in developing this measure.
DWP plans to fully engage with the trade unions prior to the implementation of these powers.