Almost six in 10 Personal Independence Payment (PIP) claimants reported feeling stressed at the prospect of having their award reviewed, according to new research commissioned by the Department for Work and Pensions (DWP).
The findings, published on October 29, showed that 59 per cent of respondents felt stressed about an upcoming review, while 48 per cent reported feeling worried and 42 per cent overwhelmed. The National Centre for Social Research (NatCen) surveyed 2,011 PIP claimants and conducted 27 in-depth interviews to examine their experiences of the award review process.
Lack of awareness and understanding
The research found that a third of respondents (33 per cent) were unaware of PIP award reviews, while fewer than half (45 per cent) felt they understood why reviews took place.
Award reviews are used to check whether PIP claimants are receiving the correct level of financial support based on their current circumstances and how their health conditions affect daily living and mobility.
The DWP commissioned the research to identify improvements to the review process as part of its wider Health Transformation Programme.
Form completion and assessments
The study found that completing an award review form was particularly challenging for some claimants. Almost two-thirds (63%) reported feeling stressed when completing the form, while 47 per cent felt overwhelmed and 44 per cent worried.
More than half (51%) said completing the paperwork took longer than expected. Around three-quarters (74%) agreed that a form better tailored to their individual circumstances would make the process easier.
The research also identified difficulties for people with mental health conditions, who were more likely to report feeling worried or overwhelmed during the review process.
Among claimants who had undergone an assessment, 54 per cent reported feeling stressed, 47 per cent worried and 39 per cent overwhelmed. More than two-thirds (69%) said they needed additional support to participate in their assessment.
Planned improvements to the process
The findings suggested that claimants generally had better experiences when they understood what to expect and felt that assessors recognised the impact of their health conditions. However, some respondents felt that generic questions did not adequately reflect their individual circumstances.
Communication from the DWP was another area of concern, with some claimants reporting uncertainty about what would happen next or whether further evidence would be required.
The research identified several opportunities to improve the experience of claimants undergoing award reviews. These included clearer explanations of why awards were time-limited, better information about what happens during a review and more detailed updates while claimants waited for decisions.
Researchers also highlighted the potential benefits of reducing repetitive questions and making forms and assessments more relevant to individual health conditions. The DWP plans to digitalise the award review process as part of its wider transformation of PIP services.
However, the research was commissioned to improve how reviews are delivered and was not intended to inform changes to PIP eligibility rules or the requirement for regular reviews.
PIP is administered by the DWP in England and Wales. In Scotland, Adult Disability Payment is delivered by Social Security Scotland, although some people continue to receive PIP while their awards are transferred.
