The Department for Work and Pensions (DWP) is facing severe criticism after a parliamentary inquiry uncovered devastating delays in processing disability benefit claims, leaving vulnerable people in financial peril.
‘Unacceptable’ Waits Exceeding a Year
A new report from the influential Public Accounts Committee (PAC) has laid bare the scale of the crisis within the Personal Independence Payment (PIP) system. The investigation found that some disabled claimants are being forced to wait more than a year for a decision on their application.
This stands in stark contrast to the government’s own target, which aims to process three-quarters of all new PIP claims within 75 working days. The report reveals that performance is far below this benchmark, with only 51% of claims in 2024-2025 being completed within the intended timeframe.
The committee did not mince words, stating: “It is unacceptable how long some PIP claimants are having to wait for their claims to be processed, which can cause them to get into debt and push them into poverty.” It further criticised the DWP for lacking an adequate short-term plan to resolve the issue.
Digital Overhaul Fails to Keep Pace
In response to the backlog, the DWP has been piloting an online application system designed to streamline the process. The department claims this new digital approach could cut processing times by up to 20 days.
However, the PAC report highlights a significant slowdown in the rollout of this crucial reform. While the DWP initially told the committee in 2023 that up to 20% of claims would be handled online by 2026, it has since revised that forecast, now stating the target will not be met until 2029.
“This is far too long for claimants to have to wait for improvements,” the committee asserted, demanding the DWP provide a clear timeline for when more people can expect a better service.
Human Cost and Government Response
The report underscores the severe human consequences of administrative delays. Extended waits for essential financial support can directly lead to accruing debt, inability to pay for care or adapted living costs, and a descent into poverty for those already managing disabilities.
The committee has urged the government to publish more detailed data on processing times and to provide a clear update on the expected impact of its wider Health Transformation Programme.
In its defence, a DWP spokesperson said: “We're fixing the broken welfare system we inherited by giving claimants the support they need to move into good, secure jobs and out of poverty.” The spokesperson pointed to the redeployment of 1,000 work coaches and a £647 million modernisation programme aimed at replacing outdated systems. They added that the ongoing Timms Review is examining PIP to ensure it is “fit and fair for the future.”
Despite these assurances, the PAC’s findings present a stark picture of a system failing to deliver timely support to some of society's most vulnerable individuals, with a solution still years away.
