Personal Independence Payment

On this page you will find all the information you will need about your Personal Independence Payment (PIP) assessment.

General information

The purpose of the assessment is to understand how your illness, health condition or disability affects your daily life.

You can find out more information about how to claim Personal Independence Payment (PIP) and the assessment process from the Department for Work and Pensions (DWP) here:


Here is a step-by-step overview of your assessment:

1. Initial review: a healthcare professional will conduct a detailed review of your form and any supporting evidence you have provided.

If necessary, we may seek further details by contacting you or collaborating with your medical professionals. Please ensure you have completed the consent page in your form if you are happy for us to do that.

2. Booking your assessment: we will inform you if an assessment is required and if so, confirm details of your appointment by letter. The letter will tell you whether your assessment will be face-to-face, via video, or by telephone. Our healthcare professionals use the information you have provided to determine which assessment is the most appropriate for you.

In certain cases, the healthcare professional may decide we have sufficient information to complete an assessment without conducting a face-to-face, video or telephone appointment.

3. Assessment: a qualified and trained healthcare professional will carry out your assessment. All our healthcare professionals are qualified doctors, nurses, physiotherapists, occupational therapists and paramedics, and are trained to carry out your assessment.

Assessments should last between 20 minutes and one hour but may take longer if more time is needed.

Find out more about face-to-face, video and telephone assessments here, including how to prepare, what happens during the assessment, and what happens afterwards.

4. Assessment report: after the assessment, the healthcare professional will complete a report using guidelines given to them by DWP. The report will be sent to DWP to tell them about your disability, illness or health conditions and the usual things you do every day.

If you want a copy of your assessment report, you can ask the DWP office handling your claim for a copy of the full report. You can get a copy of the report after you have a decision about your claim. The relevant telephone number and address will be on the letters you have received about your claim. Please contact Ingeus if you cannot locate the telephone number or address.

5. Decision: DWP will make a decision about your benefit entitlement and inform you by letter.

You can read about our commitments to you, and how you can help in return, in the Customer Charter.

We are here to support you throughout your assessment. If you have questions about your assessment, please contact Ingeus.

If you want further information about Personal Independence Payment, please visit gov.uk at GOV.UK Personal Independence Payment overview.

Please use the links below to read more information about preparing for:

It is important to provide as much relevant evidence as possible when completing your PIP2 form. The more information you provide early on, the better the healthcare professional can understand how your daily life is affected. It may also mean you do not need to attend an assessment.

If you have difficulties getting your evidence, please provide contact details for those involved in your treatment or care (for example, your doctor, carer, or support worker) on your form. Our team may contact those listed if further evidence is required.  We do not expect you to pay for supporting evidence.

If you get new supporting evidence before your assessment, you can share this with the healthcare professional during your assessment. For video and telephone assessments, please remember to send the Department for Work and Pensions (DWP) a copy of any new evidence.

Here are some examples of useful evidence (not all may apply to you):

  1. Letters from hospitals, doctors, or specialists (excluding appointment letters)
  2. X-ray, ultrasound, or scan reports (not the actual images)
  3. Diagnostic reports
  4. Special Educational Needs reports
  5. Prescriptions (including repeat prescription lists)
  6. Occupational Therapy reports or letters
  7. Summary of conditions
  8. Letters from specialists
  9. Carers assessment or diary
  10. Social worker assessment
  11. Care plans
  12. Psychiatrist or CPN reports
  13. Evidence from support workers
  14. Evidence from family members or friends who can provide insight into your daily functioning

Here are some examples of things we do not require:

  • Appointment letters from hospitals or other treatment providers
  • Previously submitted information
  • Condition or medication factsheets
  • Information about tests you are going to have
  • Public transport tickets, directions or maps for appointments you have attended

If you have any questions, please contact Ingeus via our Personal Independent Payment Enquiry Line.

You can have someone with you during the assessment if you choose to. While this person cannot speak for you, they can help clarify your answers and explain any difficulties you face. Here are some examples of who you may choose to bring with you:

  • Companion: for example, a friend, family member, carer, or support worker. Please note if you are bringing a companion as a translator or interpreter, they must be over 16 years of age.
  • Appointee: DWP-approved appointees (friends, relatives, or corporate representatives) can accompany you. Please let us know in advance if they are arranging a substitute or cannot attend in person. If you are not accompanied, we will be unable to carry out your assessment.
  • Children: Please avoid bringing children to your assessment. If childcare is an issue, please let us know via our Personal Independence Payment Enquiry Line.

Please contact our Personal Independence Payment Enquiry Line at least 2 working days before your assessment to let us know if you need:

  • An assessment on the ground floor because you cannot use stairs unaided in an emergency.
  • A language interpreter. A relative or friend can interpret for you, but they must be 16 years old or over.
  • As assessment with a healthcare professional of the same gender as you, for example on cultural or religious grounds. We will try our best to provide one for you, but this may not always be possible.
  • A sign language interpreter. You are welcome to bring your own sign language interpreter, but they must be 16 years old or over. If you would like us to provide a sign language interpreter for your assessment, please call Ingeus. Please call at least 2 working days before your assessment, or earlier if you can.

You can also request other reasonable adjustments to ensure your assessment is accessible and comfortable. Please contact Ingeus to let us know your needs.

If you attend a face-to-face assessment, we will pay back:

  • Public transport costs from your current address to the assessment centre
  • Parking costs if you use a private vehicle
  • Reasonable travel expenses for a companion

To claim travel expenses for a companion, you must contact Ingeus before the day of your assessment to get these approved. If you do not do this, we will not be able to pay their travel expenses. If you come in a private vehicle, we will be able to help you with your fuel costs.

A travel expenses claim form and pre-paid envelope is included with your appointment letter. You can also request this from reception at our assessment centres. Please keep your receipts as you will need to send these to us. If you require assistance completing this form, or have any questions about claiming expenses, please call our Personal Independence Payment Enquiry Line.

In some cases, if your health condition or disability means you find it difficult to travel, we may consider reimbursing the cost of a taxi. If you feel that you need to take a taxi, you should contact Ingeus first. We will then confirm whether you are eligible to claim for your taxi costs.

If you attend a video assessment, there are specific situations where we may consider paying the data costs incurred during the video assessments when streaming via your Wi-Fi. Please note this does not apply if you have an unlimited data internet plan.

We understand that life can be unpredictable, but it is really important that you make very effort to attend your assessment. If you cannot attend, let us know right away. Remember, you can only reschedule your appointment once.

Choose your assessment type to find out more

Face-to-face assessment

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Before your face-to-face assessment

Face-to-face assessments normally take place in-person at an assessment centre.

Your appointment letter will provide all the details you need to know including:

  • Date and time of your assessment
  • What you need to bring with you
  • Contact telephone number
  • Directions to the assessment centre where your assessment will be held.

Please make sure you read this letter before your assessment.

Please call our Personal Independence Payment Enquiry Line if you:

  • need help before your assessment
  • are unable to travel
  • want to record your assessment (please tell us at least 1 working day before your assessment)
  • need to request support for your assessment
What to bring with you

Please bring the following items with you to the assessment:

1. Your appointment letter.

2. Any recent or new evidence. Your health may have changed since your initial application.

3. Medication or specialised equipment you will require at your assessment. We have a hearing loop available.

4.One item of identification which has your photo on it. Acceptable documents include:

  • your current passport (UK passports can be accepted up to 12 months after expiry)
  • UK full or provisional photo-card driving licence
  • foreign national identity card
  • Armed Forces ID card

If you do not have any photographic identification, bring a different item of official identification. Examples are a council tax statement, local council rent card or tenancy agreement. A utility bill, bank statement or mobile phone statement is also acceptable, but the document must be no more than 6 months old.

Whichever documents you bring, they must show:

  • your full name and
  • either you date or birth or current address

The documents must be originals, not photocopies. If you do not have any identification, or if you have any questions about proof of identity documents, please contact the Personal Independence Payment Enquiry Line.

At your face to face assessment

Arriving at the assessment centre

When you arrive at the assessment centre, please head to reception and let them know you have arrived. You will be greeted by our team who will ask for your proof of identity and check you in for your assessment. Please wait in our reception area until you are called.

We aim to start all appointments on time, but occasionally delays may occur if someone else’s appointment runs longer than expected. Our team will keep you informed.

If the face-to-face assessment takes place at home

Sometimes, a face-to-face assessment will take place in your home. Our healthcare professional will always clearly identify themselves using photo identification and will ask to see your proof of identity before they start the assessment. Please see Before your assessment for more information on acceptable identification documents.

During the assessment

The healthcare professional’s role is to learn more about your individual needs. The assessment is not medical, so they will not diagnose symptoms or recommend treatment. We are committed to transparent and supportive assessments, and our team will treat you with dignity and respect throughout. You can read more in the Customer Charter.

The healthcare professional will ask questions to understand how you manage your daily activities and record your responses on their computer. This is your chance to explain how your health condition or disability impacts you.

You might be asked to perform basic movements related to your health condition or disability. Observations will be included in the report to help the healthcare professional accurately document your needs. If you experience pain or discomfort, let them know. You will not have a physical examination. You will not be asked to remove clothing other than outer garments, such as a bulky jacket.

If you have requested to record the assessment, you will need to consent to having the assessment recorded before it starts. If you change your mind during the assessment, please inform the healthcare professional so that they can stop the recording.

After your face-to-face assessment

After the assessment, the healthcare professional will complete a report using guidelines given to them by the Department for Work and Pensions (DWP). The report will be sent to DWP to tell them about your disability, illness or health conditions and the usual things you do every day.

DWP will review the report, make their decision and inform you of this in writing.

If you requested to record your assessment, you will receive a copy of your recording through the post after the assessment.

Please contact Ingeus if you have a question about your assessment. Please note, we are unable to discuss any decisions you receive from DWP after your assessment. If you have any questions about your benefit claim or the outcome, please speak to DWP using the contact details on your decision letter.

Travel expenses

Claim back your travel costs by completing and submitting the claim form. See Travel and out of pocket expenses for more information.

Satisfaction surveys

We may invite you to complete a satisfaction survey to help us improve our service. Additionally, a third-party organisation (on behalf of DWP) may ask for your feedback.

Feedback and complaints

We value your feedback. If you would like to provide comments on your assessment experience or make a complaint, please see the ways you can contact Ingeus here. You can read our Complaints Process here.

Find an Assessment Centre

If you attend a face-to-face assessment, your appointment letter will include the assessment location map, directions and accessibility. Enter your postcode to find your nearest Assessment Centre.

Do you need more information?

We are here to help. Find out about the different ways to contact Ingeus here.

Video assessment

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Before your video assessment

Video assessments are carried out using the Attend Anywhere appointment system. We recommend finding a quiet place where you will not be disturbed for your video assessment.

Your appointment letter will provide all the details you need to know including:

  • Date and time of your assessment
  • What you need to have with you
  • Instructions on how to join the video assessment.

Please make sure you read this letter before your assessment.

Please call our Personal Independence Payment Enquiry Line if you:

What to have with you

 Please have the following items with you for the assessment:

1. Any recent or new evidence. Your health may have changed since your initial application.

2. Your equipment for the video assessment.

3. Proof of identification. We will ask you some security questions to confirm your identity.

Checking your equipment

To make sure you are ready to start your assessment on time, prepare and test your equipment for the video in advance. You will need:

  • A suitable device: desktop computer, laptop, tablet, or mobile phone with a front-facing camera, speakers, and a microphone.
  • A strong internet connection: if you can stream music or videos, your internet connection should be good enough for a video assessment.
  • An up-to-date browser: use the latest version of Google Chrome, Safari, or Microsoft Edge. You can check this in your browser settings.
  • To test your setup: ensure your microphone, camera, and internet connection work using the “Test Video Call” button below. A new window will open to confirm if you can make a video call. If you see the message “You are ready to make calls,” your device is setup correctly.

Test Video Call

If you find a problem, do not worry, it is usually straightforward to fix.

Find more information on preparing your device for the video assessment here.

If you do not have one or more of the requirements mentioned above, or if your health condition or disability prevents you from participating in a video assessment, please call Ingeus on the Personal Independence Payment Enquiry Line to let us know straight away.

If you have a companion attending the assessment with you and they cannot be there in person, we can include them in the video call. Just inform the healthcare professional at the start of the assessment. Your companion will also need to be ready to join the assessment with a device with a front-facing camera, speakers, microphone, and an internet connection. If your companion will be translating or interpreting for you, they must be over 18 years of age.

Joining your assessment

The link to join your video assessment will be in your appointment letter. You can also join using this link and following the instructions, then continue with the steps described in the next section, At your video assessment.

At your video assessment

1. Use the link in your appointment letter to join the waiting room.

If you do not have your appointment letter to hand, please use this link instead and follow the instructions, then continue with the steps below.

2. A message will appear asking for access to your microphone and camera. Select ‘Allow’.

3. Select ‘Enter Waiting Area’, read the information, and then select ‘Next step’.

4. Fill out the ‘Caller details’ form with your first name, last name, telephone and date of birth and then select ‘Next step’.

5. Check the tick box to consent to the Terms of Use and then select ‘Enter Waiting Area’.

6. You will enter our virtual waiting room where you will be greeted by one of our team. They will confirm your identity by asking a few security questions and then transfer you to the virtual assessment room where the healthcare professional will meet you to start your assessment.

If you have trouble connecting to the video

If you experience signal problems or technical issues, do not worry. Simply join the call again following the steps above. If the problem persists, we may decide to continue the assessment by telephone. Learn more about telephone assessments here.

During the assessment

The healthcare professional’s role is to learn more about your individual needs. The assessment is not medical, so they will not diagnose symptoms or recommend treatment. We are committed to transparent and supportive assessments, and our team will treat you with dignity and respect throughout. You can read more in the Customer Charter.

The healthcare professional will ask questions to understand how you manage your daily activities and record your responses on their computer. This is your chance to explain how your health condition or disability impacts you.

You might be asked to perform basic movements related to your health condition or disability. Observations will be included in the report to help the healthcare professional accurately document your needs. If you experience pain or discomfort, let them know. You will not be asked to remove clothing other than outer garments, such as a bulky jacket.

After your video assessment

After the assessment, the healthcare professional will complete a report using guidelines given to them by the Department for Work and Pensions (DWP). The report will be sent to DWP to tell them about your disability, illness or health conditions and the usual things you do every day.

DWP will review the report, make their decision and inform you of this in writing.

Please contact Ingeus if you have a question about your assessment. Please note, we are unable to discuss any decisions you receive from DWP after your assessment. If you have any questions about your benefit claim or the outcome, please speak to DWP using the contact details on your decision letter.

Satisfaction surveys

We may invite you to complete a satisfaction survey to help us improve our service. Additionally, a third-party organisation (on behalf of DWP) may ask for your feedback.

Feedback and complaints

We value your feedback. If you would like to provide comments on your assessment experience or make a complaint, please see the ways you can contact Ingeus here. You can read our Complaints Process here.

Do you need more information?

You can contact Ingeus in different ways, find out how you can get in touch here .

Telephone assessment

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Before your telephone assessment

Telephone assessments are only appropriate in some cases. If you have been given a telephone assessment, your appointment letter will provide all the details you need to know including:

  • Date and time of your assessment
  • The telephone number we will call you on
  • Our contact telephone number
  • What you need to have with you

Please make sure you read this letter before your assessment.

Please call our Personal Independence Payment Enquiry Line if you:

  • Need help before your assessment
  • Want to record your assessment (please tell us at least 1 working day before your assessment)
  • Need to request support for your assessment
What to have with you 

Please have the following items with you for the assessment:

1. Any recent or new evidence. Your health may have changed since your initial application.

2. Your telephone. If you are using your mobile phone, make sure it is charged, has a good signal, and is not on silent mode.

3. Proof of identification. We will ask you some security questions to confirm your identity.

 

At your telephone assessment

Being ready for the call

One of our healthcare professionals will call you on the telephone number you have given us. They will call from an 0800 number. They will identify themselves by telling you their name and saying that they are calling from Ingeus. They will ask you some questions to confirm your identity before your assessment starts.

We will make up to three attempts to reach you within a 20-minute window. If you miss all of these calls, we will return your claim to the Department for Work and Pensions (DWP), so please make sure you are somewhere quiet with a strong telephone signal if we are calling you on a mobile telephone.

During the assessment

The healthcare professional’s role is to learn more about your individual needs. The assessment is not medical, so they will not diagnose symptoms or recommend treatment. We are committed to transparent and supportive assessments, and our team will treat you with dignity and respect throughout. You can read more in the Customer Charter.

The healthcare professional will ask questions to understand how you manage your daily activities and record your responses on their computer. This is your chance to explain how your health condition or disability impacts you.

If you have requested to record the assessment, you will need to consent to having the assessment recorded before it starts. If you change your mind during the assessment, please inform the healthcare professional so that they can stop the recording.

After your telephone assessment

After the assessment, the healthcare professional will complete a report using guidelines given to them by the Department for Work and Pensions (DWP). The report will be sent to DWP to tell them about your disability, illness or health conditions and the usual things you do every day.

DWP will review the report, make their decision and inform you of this in writing.

If you requested to record your assessment, you will receive a copy of your recording through the post after the assessment.

Please contact Ingeus if you have a question about your assessment. Please note, we are unable to discuss any decisions you receive from DWP after your assessment. If you have any questions about your benefit claim or the outcome, please speak to DWP using the contact details on your decision letter.

Satisfaction surveys

We may invite you to complete a satisfaction survey to help us improve our service. Additionally, a third-party organisation (on behalf of DWP) may ask for your feedback.

Feedback and complaints

We value your feedback. If you would like to provide comments on your assessment experience or make a complaint, please see the ways you can contact Ingeus here. You can read our Complaints Process here.

Do you need more information?

You can contact Ingeus in different ways, find out how you can get in touch here .