New figures from the Department for Work and Pensions (DWP) show that 82.6 per cent of Personal Independence Payment (PIP) consultations were carried out by telephone in July 2026, despite a government target to increase face-to-face assessments.
The latest Health Assessment Statistics reveal that 14.6 per cent of PIP consultations took place face-to-face, while 2.8 per cent were conducted by video. The UK Government announced in October 2025 that it was targeting 30 per cent of PIP and Work Capability Assessment (WCA) consultations to be conducted face-to-face.
Paper-based reviews and consultation channels
The DWP said the new monthly figures provide a consistent way of monitoring how the different consultation channels are being used over time. However, not everyone going through the PIP assessment process will need to take part in a telephone, video or face-to-face consultation.
All cases referred for an assessment are initially subject to a paper-based review. During this stage, a healthcare professional considers the evidence that has been provided. Where there is enough evidence available to complete the assessment without speaking directly to the claimant, it can be completed through what the DWP describes as a “paper-based clearance”. If there is not enough evidence to complete the assessment at that stage, a consultation with the claimant is required, which may take place by telephone, video or face-to-face.
Long-term trends in PIP assessments
The figures show 5.6 million PIP assessments were completed across Great Britain between January 2021 and July 2026. Of these, around 980,000 were completed through a paper-based clearance and did not require a claimant consultation. The remaining 4.6 million involved a consultation with the claimant.
Telephone assessments have dominated throughout the period covered by the statistics, accounting for 86.5 per cent of all PIP consultations between January 2021 and July 2026. However, the proportion taking place face-to-face has been increasing. Face-to-face consultations accounted for just 7.2 per cent across the period as a whole, but this had risen to 14.6 per cent by July 2026.
Video consultations have moved in the opposite direction. They peaked at 10.9 per cent in January 2023 before falling and accounted for 2.8 per cent of PIP consultations in July.
WCA and Scotland differences
There has been a larger increase in face-to-face consultations for people undergoing a Work Capability Assessment. In July, 23 per cent of WCA consultations were carried out face-to-face, compared with 71.9 per cent by telephone and 5.1 per cent by video. The DWP said this meant almost one in four WCA consultations were face-to-face by July, compared with around one in seven PIP consultations.
The figures cover assessments carried out under contracted DWP assessment providers and do not include all assessment activity carried out internally by the department. There is also an important difference for people living in Scotland. PIP has been replaced by Adult Disability Payment (ADP) in Scotland, with new claims made since its national rollout was completed in August 2022, while the transfer of existing PIP claimants in Scotland to the devolved benefit was completed in June 2025. This means people making a new disability benefit claim in Scotland apply for Adult Disability Payment through Social Security Scotland rather than PIP through the DWP.
