Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what types of information and guidance are being given to support new claimants of Personal Independence Payment who may experience a delay in payment; what format that information and guidance is in; and how often it is communicated to affected people.

During the initial PIP registration call, the claims process is fully explained. Claimants are informed what will happen next and given a realistic indication of timescales.

Service Delivery colleagues have been provided with information and guidance to support claimants who call the Department who might be experiencing a delay receiving their PIP award. Information includes verbally advising the claimant of the average time it is taking to make a decision. Those who express concerns about wait times, or need further support, are signposted to other benefits or local organisations who may be able to assist.

PIP have introduced automated SMS messages, which are issued at various points in the claim journey based on triggers and events. We are introducing further SMS on 26/05/22 which will provide a more regular update throughout the process, until the decision is made. The SMS will be issued to anyone who hasn’t opted out of the SMS communication and has a recorded valid mobile number.