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1681073

	registered interest
	date	10/01/2024
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, how many and what proportion of people receiving Personal Independence Payments are in work as of 19 January 2024.
	tabling member constituency	Wirral South
	tabling member printed	Alison McGovern
	uin	8972
	answer	answer is ministerial correction date of answer 16/01/2024 answer text <p>The Department does not hold the data requested. We do not forecast employment among Personal Independence Payment (PIP) claimants, as it is not a material factor for PIP volumes or expenditure.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 16/01/2024 17:10:06 answering member 4513 label Biography information for Mims Davies
	tabling member	4083 label Biography information for Alison McGovern

1677806

	registered interest
	date	13/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what steps his Department is taking to reduce the backlog in (a) Personal Independence Payment new claims and (b) Personal Independence Payment reviews.
	tabling member constituency	Slough
	tabling member printed	Mr Tanmanjeet Singh Dhesi
	uin	6877
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>We have seen a decrease in PIP clearance times for new claimants since August 2021 with the latest statistics showing that the average end-to-end journey has reduced from 26 weeks in August 2021 to 15 weeks at the end of July. This means that we’re clearing claims faster than we were prior to the pandemic.</p><p> </p><p>This is because we:</p><ul><li>Are using a blend of phone, video and face-to-face assessments to support customers and deliver a more efficient and user-centred service.</li><li>Have increased case manager and Assessment Provider health professional resource; and</li><li>Are prioritising new claims, whilst safeguarding claimants awaiting award reviews, who have returned their information as required, to ensure their payments continue until their review can be completed.</li></ul><p> </p><p>In addition, the Health Transformation Programme (HTP) is creating a more efficient service and a vastly improved claimant experience, reducing journey times and improving trust in our services and decisions. This transformation includes introducing the option to claim for PIP online.</p><p> </p><p>Our actions to ensure new claimants receive their decision as quickly as possible, when we are receiving unprecedented volumes of new claims, has had an impact on our capacity to process award reviews. To handle any delays, we have introduced processes which allow a certain proportion of award reviews with sufficient and robust evidence to be conducted by Case Managers without referral to an Assessment Provider. In addition, where a claimant reports a change in their needs, whether at any point during their award or at award review, we are prioritising these.</p> answering member constituency Mid Sussex answering member printed Mims Davies grouped question UIN 6878 question first answered 19/12/2023 15:39:10 answering member 4513 label Biography information for Mims Davies
	tabling member	4638 label Biography information for Mr Tanmanjeet Singh Dhesi

1677809

	registered interest
	date	13/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what assessment he has made of the adequacy of the time taken by his Department to process Personal Independence Payment claims.
	tabling member constituency	Slough
	tabling member printed	Mr Tanmanjeet Singh Dhesi
	uin	6878
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>We have seen a decrease in PIP clearance times for new claimants since August 2021 with the latest statistics showing that the average end-to-end journey has reduced from 26 weeks in August 2021 to 15 weeks at the end of July. This means that we’re clearing claims faster than we were prior to the pandemic.</p><p> </p><p>This is because we:</p><ul><li>Are using a blend of phone, video and face-to-face assessments to support customers and deliver a more efficient and user-centred service.</li><li>Have increased case manager and Assessment Provider health professional resource; and</li><li>Are prioritising new claims, whilst safeguarding claimants awaiting award reviews, who have returned their information as required, to ensure their payments continue until their review can be completed.</li></ul><p> </p><p>In addition, the Health Transformation Programme (HTP) is creating a more efficient service and a vastly improved claimant experience, reducing journey times and improving trust in our services and decisions. This transformation includes introducing the option to claim for PIP online.</p><p> </p><p>Our actions to ensure new claimants receive their decision as quickly as possible, when we are receiving unprecedented volumes of new claims, has had an impact on our capacity to process award reviews. To handle any delays, we have introduced processes which allow a certain proportion of award reviews with sufficient and robust evidence to be conducted by Case Managers without referral to an Assessment Provider. In addition, where a claimant reports a change in their needs, whether at any point during their award or at award review, we are prioritising these.</p> answering member constituency Mid Sussex answering member printed Mims Davies grouped question UIN 6877 question first answered 19/12/2023 15:39:10 answering member 4513 label Biography information for Mims Davies
	tabling member	4638 label Biography information for Mr Tanmanjeet Singh Dhesi

1677479

	registered interest
	date	12/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what steps his Department is taking to monitor the (a) number and (b) nature of complaints made to (i) Capita and (ii) other external assessors for Personal Independence Payment applications.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6664
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>The department manages the PIP contracts robustly and has a full set of service level agreements setting out our expectations for service delivery.</p><p>It is important for providers to have their own complaints process to deal with dissatisfaction about the service they provide. This process signposts complainants to the Independent Case Examiner (ICE) if they are dissatisfied with the provider’s final response to their complaint.</p><p> </p><p>The process is designed to ensure that those complaining about third party provision have access to the same complaint escalation route as those who complain about services provided by Department for Work and Pensions (DWP). This encourages providers to resolve complaints at the earliest opportunity. It also gives providers the right incentives to offer good customer service and to comply with the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling.</p><p> </p><p>In each of the last five calendar years (2019 to date), the total number of cases where Personal Independence Payment (PIP) assessment providers (APs), Capita and Independent Assessment Services (IAS), received a complaint, are shown in the table below.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p><strong>2019</strong></p></td><td><p><strong>2020</strong></p></td><td><p><strong>2021</strong></p></td><td><p><strong>2022</strong></p></td><td><p><strong>2023 to date</strong></p></td></tr><tr><td><p><strong>Capita</strong></p></td><td><p>2800</p></td><td><p>1390</p></td><td><p>1380</p></td><td><p>1380</p></td><td><p>1580</p></td></tr><tr><td><p><strong>IAS</strong></p></td><td><p>6140</p></td><td><p>2800</p></td><td><p>2390</p></td><td><p>1760</p></td><td><p>1830</p></td></tr></tbody></table><p>Please note:</p><p>- All volumes have been rounded to the nearest 10.</p><p>- All above data is derived from contractual management information produced by the APs.</p><p>- The above data is derived from unpublished management information, which is collected for internal departmental use only, and has not been quality assured to Official Statistics Publication standards.</p><p> </p><p> </p><p>All APs strive to provide an excellent service to claimants and are held to account for their performance. To put the above figures into context, the total number of complaints shown as a percentage of all completed assessments for the same period, are as follows:</p><p> </p><table><tbody><tr><td><p> </p></td><td><p><strong>2019</strong></p></td><td><p><strong>2020</strong></p></td><td><p><strong>2021</strong></p></td><td><p><strong>2022</strong></p></td><td><p><strong>2023 to date</strong></p></td></tr><tr><td><p><strong>Capita</strong></p></td><td><p>1.24%</p></td><td><p>0.74%</p></td><td><p>0.76%</p></td><td><p>0.56%</p></td><td><p>0.57%</p></td></tr><tr><td><p><strong>IAS</strong></p></td><td><p>0.87%</p></td><td><p>0.51%</p></td><td><p>0.41%</p></td><td><p>0.24%</p></td><td><p>0.23%</p></td></tr></tbody></table><p>Please note:</p><p>The above percentages have been derived from the unrounded totals.</p> answering member constituency Mid Sussex answering member printed Mims Davies grouped question UIN 6663 question first answered 19/12/2023 15:40:18 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter

1677480

	registered interest
	date	12/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, what steps his Department is taking to monitor the quality of the (a) customer service and (b) assessments provided by (i) Capita and (ii) other external assessors for Personal Independence Payment applications.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6665
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>Quality is a priority for both the Personal Independence Payment (PIP) assessment providers (APs), Capita and Independent Assessment Services, and the department. There is a comprehensive performance regime which drives APs to meet stringent quality standards. Through robust contract management processes, we continually monitor and work with APs to manage performance and obtain maximum value. If they are unable to meet our expectations, we will work with them to address any issues, whilst seeking any financial compensation as appropriate under the terms of the contract.</p><p>Customer satisfaction is one of the service level agreements within the PIP contracts. Each providers’ customer satisfaction survey is undertaken by an independent third party, in line with the requirements of their individual contract. They have consistently exceeded their customer satisfaction target of 90%.</p><p>The Department for Work and Pensions (DWP) has an independent audit function that continually monitors performance and provides feedback to its providers. DWP works extensively with providers to make improvements to guidance, training and audit procedures to ensure a quality service. Quality performance is regularly reviewed through DWP and provider senior governance meetings at a national level and in each of the provider areas</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 19/12/2023 15:32:48 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter

1676859

	registered interest
	date	11/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if he will take steps to allow (a) applicants and (b) appointees acting on behalf of an applicant to (i) request and (ii) receive an assessment report from the assessment provider before his Department makes a decision on an application.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6316
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>The Health Transformation Programme will transform the entire Personal Independence Payment (PIP) service, from finding out about benefits through to decisions, eligibility, and payments.</p><p> </p><p>We are working closely with key stakeholders such as charities and support organisations to make it easier for claimants and appointees to access our services and build greater trust in our decisions.</p><p> </p><p>As part of this, we will test a number of approaches regarding the feasibility of sharing assessment reports with people by default rather than on request.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 19/12/2023 14:59:08 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter

1676860

	registered interest
	date	11/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if he will take steps to allow (a) applicants and (b) appointees acting on behalf of an applicant for the personal independence payment to (i) request and (ii) receive an assessment report from the assessment provider before a further assessment on that application is carried out.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6317
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>Where a Personal Independence Payment (PIP) assessment has been undertaken by a healthcare professional on behalf of DWP a copy of the assessment report can be requested from the Assessment Provider and sent to the claimant or their appointee.</p><p> </p><p>Assessment reports can be requested as soon as the DWP decision has been made, and so claimants will have a copy before any subsequent reviews take place.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 19/12/2023 14:54:14 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter

1676861

	registered interest
	date	11/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if he will set a requirement for (a) his Department's assessors and (b) external assessment providers for personal independence payments to respond to applicant queries within a specified timeframe.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6318
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>We have interpreted your question to refer to general enquiries made by Personal Independence Payment (PIP) applicants to Independent Assessment Service and Capita and can confirm that there is no specified timeframe for them to respond to queries from applicants.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 19/12/2023 14:51:07 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter

1676862

	registered interest
	date	11/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if he will take steps to allow (a) applicants and (b) appointees acting on behalf of an applicant can request that his Department consider multiple assessment reports under each application.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6319
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>The Health Transformation Programme will transform the entire Personal Independence Payment (PIP) service, from finding out about benefits through to decisions, eligibility, and payments.</p><p><strong> </strong></p><p>We are working closely with key stakeholders such as charities and support organisations to make it easier for claimants and appointees access our services and build greater trust in our decisions.</p><p> </p><p>In the Health Assessment Service, we are exploring a number of ways to transform the claimant experience of health assessments, including by making use of previous assessment reports to ensure claimants don’t have to repeat information to the department.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 19/12/2023 14:51:16 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter

1676863

	registered interest
	date	11/12/2023
	answering body	Department for Work and Pensions
	answering dept id	29
	answering dept short name	Work and Pensions
	answering dept sort name	Work and Pensions
	hansard heading	Personal Independence Payment
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Work and Pensions, if he will take steps to require (a) his Department's assessors and (b) external assessment providers for personal independence payment applications to receive the same (i) initial training and (ii) continued professional development.
	tabling member constituency	Cynon Valley
	tabling member printed	Beth Winter
	uin	6320
	answer	answer is ministerial correction date of answer 19/12/2023 answer text <p>All health professionals (HPs) receive comprehensive training in assessing functional capability relating to physical and mental health conditions. As referred to in <a href="https://questions-statements.parliament.uk/written-questions/detail/2023-12-08/6000" target="_blank">PQ6000,</a> both Personal Independence Payment assessment providers (APs), Independent Assessment Services and Capita, are required to supply the department with a training plan. This must set out in detail, the manner in which their training programme, both initial training and refresher training/continuing professional development (CPD), will be delivered. The plan should be developed in co-operation with the department and will be subject to departmental approval.</p><p> </p><p>APs must also evaluate the effectiveness of their training and CPD programmes. The format and timescales of the evaluation should be agreed with the department.</p><p> </p><p>This year’s Health &amp; Disability White Paper committed to developing the skills of HPs. In addition to their professional experience, HPs will take part in training to enable them to be matched to the functional impacts of specific health conditions.</p> answering member constituency Mid Sussex answering member printed Mims Davies question first answered 19/12/2023 14:48:19 answering member 4513 label Biography information for Mims Davies
	tabling member	4809 label Biography information for Beth Winter