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DWP Telephone Assessments survey

NatCen is conducting this study on behalf of the Department for Work and Pensions (DWP) to explore views of DWP claimants following the change to the benefit assessments process since the outbreak of the Covid-19 pandemic.

Prior to the Covid-19 pandemic, Personal Independence Payment (PIP) assessments and Work Capability Assessments (WCA) included a face-to-face element to provide evidence towards the benefit decision. Since the introduction of the lockdown measures in March 2020 the usual face-to-face assessments were temporarily suspended and have been replaced with telephone appointments.

The purpose of this survey is to understand people’s experiences of having telephone assessments for their benefit claims. The survey will include those benefit claimants who have recently had a telephone assessment for Personal Independence Payment (PIP) or a Work Capability Assessment (WCA) for UC (Universal Credit) or ESA (Employment Support Allowance).

The topics of the interview will include your experiences of having a telephone assessment, suggestions for improvement  and some questions about claimants circumstances such as their health and work.