The Department for Work and Pensions (DWP) has confirmed that audio recordings of health assessments can be reviewed when claimants raise concerns about the accuracy of their Personal Independence Payment (PIP) assessment reports.
In a written parliamentary response on October 26, Minister of State for Social Security and Disability Sir Stephen Timms said assessment providers must investigate concerns and inform the department if errors may have affected the advice given or a decision about someone's benefit entitlement.
Recordings as Standard
Telephone and face-to-face health assessments are audio recorded as standard, unless the claimant chooses to opt out. The recordings provide a record of what was discussed during an appointment and can be used to examine concerns about whether the subsequent report accurately reflects the assessment.
Chris Coghlan MP asked the DWP whether there was a procedure for correcting, amending or annotating a health assessment report where an audio recording showed it did not accurately reflect what happened. He also asked whether such a procedure existed separately from the mandatory reconsideration and appeals processes used to challenge benefit decisions.
Investigation Process
Sir Stephen Timms said: "Telephone and face-to-face health assessments are audio recorded as standard, unless the claimant chooses to opt out. The recording provides an accurate record of the assessment."
He added: "The assessment report completed by the assessment supplier’s health professional provides advice to the department and is considered alongside any supporting evidence when determining a claimant’s entitlement to benefit by DWP."
The minister confirmed: "Suppliers have established processes for investigating complaints, including the facility to listen to audio recordings if available."
He continued: "If concerns are identified regarding the quality or accuracy of an assessment report, the assessment supplier will investigate the matter and, where deficiencies are found, apologise and advise DWP if the issue may have had an impact on the advice provided or on the entitlement decision."
Accessing Recordings
Under DWP guidance published on GOV.UK, telephone and face-to-face assessments have been recorded automatically since June 29, 2026. This applies to PIP, Universal Credit, Employment and Support Allowance (ESA) and Industrial Injuries Disablement Benefit assessments.
People can request a copy of their recording during the assessment or afterwards by calling the telephone number on their appointment letter. When the recording is available, they will receive a text message containing a secure download link. Claimants need a smartphone and their National Insurance number to access it.
The link remains active for seven days. Once someone downloads their recording, they have 24 hours to download it again before the download option expires. Anyone who cannot access the recording digitally can request a copy directly from DWP through its Right of Access process.
The department advises that recordings will normally be retained for 24 months, although they may be kept longer where there is an ongoing dispute. DWP also states that recordings are not routinely used by decision makers when determining benefit entitlement. However, they may be reviewed when concerns arise about the assessment.
Opting Out and Challenging Decisions
Claimants can opt out of audio recording before or during their assessment without affecting their benefit claim. Anyone who does not want their appointment recorded should contact the assessment provider using the details on their appointment letter or tell the healthcare professional conducting the assessment.
The department said opting out will not disadvantage claimants or affect the time taken to process their application. Video assessments are not currently recorded because of technical limitations. People who consider an audio recording important should contact their assessment provider before their appointment to discuss the available options.
People who believe an inaccurate assessment report has affected their PIP award should distinguish between complaining about the report and challenging the benefit decision itself. A complaint allows the assessment provider to investigate concerns about the assessment, including reviewing an available recording.
However, anyone who disagrees with the benefit decision can request a mandatory reconsideration, asking DWP to review the outcome. According to GOV.UK guidance, claimants normally have one month from the date on their decision letter to request a mandatory reconsideration. If they remain dissatisfied after receiving the reconsideration outcome, they can usually appeal to an independent tribunal.
Making a complaint about an assessment report does not replace the mandatory reconsideration process or remove the need to meet the relevant deadline. PIP has been replaced in Scotland by Adult Disability Payment, which is administered by Social Security Scotland. The DWP's PIP assessment arrangements do not apply to Adult Disability Payment assessments, although people in Scotland may still undergo DWP assessments for other benefits, including Universal Credit and Employment and Support Allowance.
