Overview

You should start by making your PIP claim with Department for Work and Pensions (DWP). When DWP passes your Personal Independence Payment claim to us for impartial assessment, we arrange and carry out your assessment on their behalf.

Our job is to help you explain to DWP how your disability affects your daily life, so they can assess your claim fairly and accurately.

Your assessment can be completed on paper, without the need to meet. However, for the majority of people, we meet with you to understand your needs. There are a number of important things you need to know about your meeting with us so that we can carry out your assessment quickly and easily.

What we ask of you

We want to do everything we can to keep your assessment stress-free. You can help us do this by giving us as much information as possible before your assessment. Tell us as soon as possible if:

  • You need to rearrange your face-to-face consultation

  • You need assistance getting to your face-to-face consultation

  • You require an interpreter (including British Sign Language)

  • You have any questions about the other evidence we’d like you to bring on the day

  • You need extra help with reading or other communication

  • You have changed your doctor

  • You have changed your address, telephone number or email

  • You require to see a Health Professional of the same gender

  • You have any other questions or concerns

Keep us informed

If you don't let us know your requirements in advance, we may have to postpone your consultation to get the necessary arrangements in place. So help us keep everything on track by keeping us informed. We're here to help. Speak to our Customer Service Centre by calling us.

Do you need extra help with communication?

If you have any special communication needs, contact our Customer Service Centre to find out how we can help. When telephoning please make sure there is a person with you who speaks English, to help pass on any information.

  • We provide interpreters for a wide range of languages, including British Sign Language.

  • Because interpreter services need to be arranged in advance, we need to know as soon as possible if you need one. This helps avoid delays in doing your face-to-face consultation.

  • A companion such as a family member or support worker is welcome to sit in on your face-to-face consultation to help you answer any questions you’re asked. Please note, if your companion will be translating or interpreting the consultation for you, they should be at least 18 years old.

  • To contact us using a textphone, simply dial 18001 before entering the Independent Assessment Services Customer Service Centre number.


What to bring to your appointment

You’ll need to bring the following things with you on the day:

  1. The appointment letter we’ve sent you.

  2. Any recent or new evidence of how your health condition or disability affects your daily life (if your health has changed since you first applied for PIP).

    Information we want to see:

    • prescription lists
    • care plans
    • reports/information from people like your doctors, nurses, social workers or counsellors

    Information we DON'T want to see:

    • appointment letters from hospitals or other people involved in your treatment or care
    • information you’ve sent us before (including your PIP2 form)
  3. Two forms of identification

    For example:

    • passport
    • UK driving licence
    • UK travel pass with photograph
    • birth certificate
    • marriage certificate
    • debit / credit card
    • council tax demand
    • UK utility bill
    • foreign national ID card
    • evidence of entitlement to state or local authority benefit
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Who you can bring with you

A companion

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. 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.

An appointee

If you have an appointee, it’s important that they’re at the face-to-face consultation with you. This is a DWP requirement – we’re not able to carry out the consultation without them. A DWP approved appointee is usually a friend or relative.  Corporate approved DWP appointees acting on your behalf could include a solicitor or a local Council representative.

If your appointee isn't available, call our Customer Service Centre (you'll find the number for your local centre on your appointment letter) as soon as possible, and we'll help you arrange an alternative time.

Children

Because arranging childcare can be difficult, children are welcome in all of our Consultation Centres. However, as we do not have any crèche facilities please come with someone who can look after them while you’re in the consultation room. We don’t recommend taking children into the consultation room with you.

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We will pay for your travel

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.

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