In most cases we will send you a letter containing all the details about your appointment once it has been scheduled.

It is important that you attend your appointment. If you cannot attend your appointment, you should contact customer services.

However, during the initial review stage, we may call you to gain additional information about your case. You may also receive a reminder text or a courtesy call a couple of days before your appointment

Most consultations are completed by telephone, video or face-to-face. We will contact you directly if we need to see you in your own home.

Lots of health conditions and disabilities vary over time, so our Health Professionals will always take this into consideration.

We recommend keeping a diary in the run-up to your consultation so you can explain to the Health Professional how your condition varies.

The purpose of your consultation is not to try and diagnose or treat your condition, but rather to identify how it impacts your daily life. All of our Health Professionals are highly trained in assessing mental health conditions on this basis.

However, we know that mental health conditions can be especially complex, so we also employ a team of Mental Function Champions that our Health Professionals can call on for additional advice where required. These experts all have an in-depth knowledge of all mental health conditions, as well as cognitive, developmental and learning disabilities.

We know that this is an extremely difficult time for you and your loved ones, and will do everything we can to complete your assessment as soon as possible.

DWP’s criteria for terminal illness cases will determine whether your claim can be fast-tracked. You can find out more about the special arrangements that may be available on their website.

Face-to-face consultations take place either at one of our Consultation Centres or at one of our partners’ premises. Third-party locations are generally clinics or hospitals situated in local communities with good public transport links.

All of our PIP Consultation Centres have consultation rooms that are accessible to people with limited mobility. 

Your appointment letter tells you which Consultation Centre your appointment has been scheduled in, and includes a map and directions to help you get there.

Find out more about getting to our Consultation Centres.

For telephone consultations, you will not need to visit a consultation centre. We will contact you to conduct your consultation over the phone.

To help us complete your consultation as soon as possible, we’ll initially offer you the earliest appointment we have available. However, we understand that it might not always be possible for you to attend this.

Therefore, if this first appointment isn’t convenient, please contact our Customer Service Centre as soon as possible. You’ll find the telephone number on your appointment letter or on our Contact Us page.

We’ll work with you to find a more suitable time. However, please bear in mind that we can only reschedule your appointment once, and that postponing your appointment may lead to a delay in getting a decision from DWP.

You should bring two forms of identification, plus your appointment letter and details of any medications and medical aids you currently use, or treatments you have recently undergone.

For a handy list of what you need to bring, see the 'What to bring to your appointment' section on our PIP Assessment 'Overview' page.

It’s really important that you bring a two forms of identification we can accept, otherwise we will not be able to complete your consultation.

You can find the full list of identification requirements, on our PIP Assessment 'Overview' page.

We aim to complete consultations as quickly as possible. Most people receive their appointment details within a few weeks of their claim being passed to us by DWP, however, waiting times may vary during the ongoing coronavirus pandemic.

Don’t worry, we are working hard to reduce waiting times and will arrange your appointment as soon as possible. There is no need to contact us to check the status of your application; we will be in touch as soon as an appointment is available.

It can be easier to talk openly about your health condition or disability if you have some moral support, so we encourage a companion to join your face-to-face consultation. This could be a friend, family member, carer or support worker. We need to hear exactly how you feel your condition affects your daily life, so your companion can add in anything that helps you explain the difficulties you face more clearly, or help you answer any questions that you’re asked.

If you need support from an interpreter or support worker, please contact our Customer Services team or use the number on your appointment letter straight away. This is so we can make sure there is enough space to socially distance during your consultation.

Please do not bring children with you to your consultation. If you have children and cannot make childcare arrangements, please contact our Customer Services team or use the number on your appointment letter straight away so we can discuss the best way to carry out your assessment.

For information on attending a face-to-face consultation with a companion during the Covid-19 pandemic, please refer to our Covid-19 Safety Information.

You can claim back travel expenses for yourself and your companion. To find out how to do this, see our ‘How to claim your travel expenses’ page.

If you would like to record your face-to-face consultation, please contact our Customer Services team before your appointment or use the number on your appointment letter.

It can be easier to talk openly about your health condition or disability if you have some moral support, so we encourage you to have a companion with you during your telephone or video consultation. This could be a friend, family member, carer or support worker.  We need to hear exactly how you feel your condition affects your daily life, so your companion can add in anything that helps you explain the difficulties you face more clearly, or help you answer any questions that you’re asked.

If your companion or appointee cannot be with you in person, arrangements can be made to add them to the call. Please contact our Customer Services team for more information.

Alternatively, if you're unable to advise us in advance and would like your companion to be added to the call, please let the Health Professional know at the start of your consultation. We will call you first and then add them to the call. The Health Professional will ask you for your companion’s telephone number and your companion will need to be ready to answer the phone at the time of your appointment.

If you would like to record your telephone consultation, please contact our Customer Services team before your appointment or use the number on your appointment letter. It is not currently possible to record video consultations.

We provide interpreters for a wide range of languages, including British Sign Language. Interpreters need to be arranged with as much notice as possible, so please let us know straight away if you will require one.

To find out more about arranging for an interpreter to sit in on your consultation, see ‘Do you need extra support with communication?’ on our PIP assessment 'Overview' page.

Disability Living Allowance (DLA) is different to Personal Independence Payment (PIP).

You’ll continue getting DLA until the Department for Work and Pensions (DWP) invites you to apply for PIP. You don’t need to do anything until DWP writes to you. For more information click here.

If your circumstances have recently changed, such as your doctor, health condition, or if you have moved abroad, please contact the DWP PIP enquiry line to update your claim application.

You can contact the PIP enquiry line on:
Telephone: 0800 121 4433
Textphone: 0800 121 4493

For more information, please click here. 

Consultations usually take around 60 minutes. However, if your condition is particularly complicated, it may take a little longer than this. We treat everyone as an individual, and will spend as much time with you as we need to fully understand your needs.

All of our PIP Consultation Centres have consultation rooms that are accessible to people with limited mobility.

Please call the number on your appointment letter or contact us if you have any specific worries or queries.

Face-to-Face consultations

IAS will not automatically record your telephone consultation. 

If you want your telephone consultation to be recorded, please contact our Customer Services team before your appointment or use the number on your appointment letter.

Video consultations

It is not currently possible to record video consultations. If you have been allocated a video consultation appointment and would like your consultation to be recorded, please contact our Customer Services team before your appointment or use the number on your appointment letter.

They will rebook you into a telephone consultation appointment where your consultation will be recorded and shared with you.

Yes, once you have received your decision letter from DWP, you can contact them on 0800 121 4433 or textphone 0800 121 4493 and they will send you out a copy of your assessment report. 

If you would like to provide feedback about our service please visit our feedback page. 

We can reimburse the cost of return travel to your PIP consultation for you and one companion.

At the Consultation Centre, you’ll be offered an expense form and pre-paid envelope. You can use these to claim back your travel costs.

Things to note:

• You’ll need your bank details available when you complete the form.
• Hang on to your receipts, as you’ll need to send them to us.

We’ll pay your expenses into your bank or building society, or send you a cheque.

Unfortunately, we’re not able to pay travel expenses in advance, in cash, into a Post Office account or into a building society account with a roll number.

If you have any questions about claiming your travel expenses, please call our Customer Service team using the number on your appointment letter or visit our travel expenses page. 

If you travel on public transport we’ll reimburse the cost of return travel from your current address.

If you travel by private vehicle, we’ll reimburse 25 pence per mile. We’ll also pay your parking costs.

If you travel with a companion, we’ll pay their travel expenses too.

Travelling by taxi

In some circumstances we can reimburse the cost of travelling by taxi.

This can happen if public transport is not available and/or you’re not able to travel on local services.

If you need to travel by taxi, please contact our Customer Service Centre using the number on your appointment letter to confirm you’ll be able to claim back the cost. If you don’t check before travelling, we can’t guarantee we’ll reimburse your fare.

For further details visit our travel expenses page.

Travel expenses are paid using BACS and cheque payment options.

We can reimburse £5 towards the costs associated with your video consultation.

You can download and print a video expenses form here. A large print version is also available.

Please send your completed form to:

Independent Assessment Services
PO Box 1006
Stockton-on-Tees
TS19 1UL

We’ll pay your expenses into your bank or building society, or send you a cheque. Unfortunately, we’re not able to pay travel expenses in advance, in cash, into a Post Office account or into a building society account with a roll number.

If you have any questions about claiming your travel expenses, please call our Customer Services team using the number on your appointment letter.

Our VRS is provided by SignVideo. The instructions below show you how to contact us using the service.

• Click here to video call the team
• Connect to the SignVideo interpreter and tell them you are calling
• SignVideo Interpreter may ask you if you wish to prepare anything before starting the call. For example, is there any person or department you wish to connect to?
• You will then be connected and start the conversation in BSL (British Sign Language)

If you are unsure about anything or have further questions, the SignVideo team would be happy to help. Alternatively you can find a BSL video showing further information on how to use the service by clicking here.

E-mail: [email protected]
Tel: 020 8463 1120

Click here for information on the contact related to your claim.

In line with the latest public health guidance and adhering to strict safety protocols, the Department for Work and Pensions has reintroduced face-to-face consultations for health and disability benefits.

While telephone and paper-based assessments are appropriate for some claimants, for others it might be more appropriate to conduct an appointment face-to-face in order to gather sufficient evidence to help us fully assess how your health or disability affects your daily life.

While video, telephone and paper-based assessments are appropriate for some claimants, for others it might be more appropriate to conduct an appointment face-to-face in order to collect sufficient evidence to help us fully understand how your health or disability affects your daily life.

It is important that people attend their consultation so that the DWP can ensure people get the support they are entitled to as quickly as possible.

If you cannot attend the appointment at the arranged time, please contact us straight away.

For information on our consultation centres please click here.

To reduce the amount of time you will have to wait and to help with social distancing, please do not arrive more than 10 minutes before your appointment start time. 

DWP requires that face coverings are worn in consultation centres. This means you, and anyone who comes with you to your consultation, must wear a suitable face covering when you attend your appointment unless you have a reason for not wearing one in line with government guidance in England or Scotland. 

If you do not already have a face covering, a disposable face mask can be provided when you arrive at the consultation centre.

By face covering, we mean something which safely covers the nose and mouth. You can buy reusable or single-use face coverings. You may also use a scarf, bandana, religious garment or handmade cloth covering but these must securely fit round the side of the face.

If you, or anyone attending with you, is exempt from wearing a face covering, please contact us straight away using the contact details in your appointment letter. This is to make sure we have the right safety measures in place to keep you and our staff safe during your consultation. For more information about face coverings go to the government guidance on face coverings in England or Scotland.

It can be easier to talk openly about your health condition or disability if you have some moral support, so we encourage a companion to join your face-to-face consultation. This could be a friend, family member, carer or support worker. We need to hear exactly how you feel your condition affects your daily life, so your companion can add in anything that helps you explain the difficulties you face more clearly, or help you answer any questions that you’re asked.

If you need support from an interpreter or support worker, please contact our Customer Services team straight away or use the number on your appointment letter. This is so we can make sure there is enough space to socially distance during your consultation.

Please do not bring children with you to your consultation. If you have children and cannot make childcare arrangements, please contact our Customer Services team straight away or use the number on your appointment letter.

If you would like to record your face-to-face consultation, please contact our Customer Services team before your appointment or use the number on your appointment letter.

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Independent Assessment Services (IAS) has been working with The Department for Work and Pensions (DWP) to put a range of measures in place so that consultations can take place safely and follow government guidelines in light of Coronavirus (COVID-19).

• Remember to keep two metres apart from anyone outside your household.
• Wear a face covering when you enter the consultation centre and keep it on while you are inside.
• To reduce the amount of time you will have to wait and to help with social distancing, please do not arrive more than 10 minutes before your appointment start time.
• Hand sanitiser will be provided at the entrance and exit of the consultation centre and at the reception desk for you to use.
• The reception area and signing in desk will have clear screens to help keep everyone safe. Please sign in at the reception desk. If you need to share documents (for example identity documents, or medical information) please give these to the receptionist.
• To support NHS contact tracing services, NHS QR code posters will be on display in our consultation centres in England. You and anyone who comes with you can use them to check in. Contact details will be recorded manually in Scotland.
• You may have to wait before you can go into your consultation. The consultation centre staff will tell you where you can wait.
• Please follow any signs and instructions displayed at the consultation centre. There may be one-way systems in place, and the number of people allowed to use lifts will be reduced.
• All consultation rooms allow for a two-metre social distance between you, anyone you bring with you and the health professional (HP). You do not need to socially distance from your companion.
• You and anyone you bring with you, should keep your face covering on during the consultation. The health professional will also keep their face covering on.
• During your consultation, the health professional will observe you at a distance of two metres while you demonstrate any movements. They will not come into physical contact with you.
• After each consultation, the room will be cleaned, especially areas such as door handles, chair arms, desks and other places that are touched regularly. Every room will be cleaned ready for the next appointment.

For further information please read the 'Attending a face-to-face health assessment during COVID-19' guidance. 

If you, or anybody within your household, is experiencing one or more of the symptoms for coronavirus (COVID-19), you must not attend your face-to-face consultation. Please contact us as soon as possible so that we can rearrange your appointment.

The most important symptoms of COVID-19 are recent onset of any of the following:
● a new continuous cough
● a high temperature
● a loss of, or change in, your normal sense of taste or smell
There is more information about COVID-19 symptoms on the NHS website.

If you develop symptoms while at the consultation centre, please let a member of staff know straight away.

Do not attend your appointment if you have been asked to self-isolate.

Please contact us as soon as possible so that we can rearrange your appointment.