Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to help ensure that his Department's processes are respectful of the (a) physical and (b) psychological challenges faced by people with disabilities; and what steps he is taking to ensure that those processes do not exacerbate the effect of those challenges for people with disabilities.

It is important that all claimants are able to access our services and that they do not face obstacles in applying for a benefit and in communicating with the department and its providers.

We have a variety of reasonable adjustments to make the claims process and communications easier, where required by customers. Claimants with a severe mental health or behavioural condition, learning disability, developmental disorder, or cognitive problems, who may have difficulty engaging with the claims process, and with no support network in place, can be provided with additional support during the claims process if they need it. This support can include help filling in the form or the questionnaire and additional protections for failing to return the questionnaire or for failing to attend a face-to-face assessment.

With regard to Personal Independence Payments (PIP):

It is important that all of our claimants are able to access our services and that they do not face obstacles in applying and communicating with the Department and its providers. We have a variety of reasonable adjustments to make the claims process and communications easier for some of our most vulnerable customers.

• The Video Relay Service for those with a hearing impairment and who use British Sign Language (BSL).
• Relay UK which provides a service if a claimant cannot hear or speak on the telephone.
• Dial-in for a third party on phone calls.
• A digital PIP2 and evidence upload function, making the form more accessible for those using accessibility software, and making it possible to claim for PIP without leaving the home, for those shielding or with mobility issues.
• Email as a reasonable adjustment.
• Home visits from the DWP Visiting Service, including a sign language interpreter to be present if one is needed.
• Rewording of the PIP2 questionnaire to improve clarity on how the activities apply to cognitive and mental health conditions.
• Telephone and video assessments in addition to paper-based and face-to-face assessments.
• Recording of telephone assessments and extending that to video assessments.