Step by step advice leading up to, during and after your video relay assessment

Select from the below options to jump down to the relevant section

Before your assessment

If you need a British Sign Language (BSL) interpreter

For Deaf or Hard of Hearing people who use British Sign Language (BSL). Your telephone assessment will take place using our video relay service.

SignVideo logo and the text ‘SignVideo’

This service is free of charge and the interpreters are fully qualified and registered.

If you are invited for a telephone assessment using our Video Relay Service but do not have the necessary equipment, please contact Capita as soon as possible.

Contact Capita if you would like to...

  • Change your appointment - it's really important that you keep your appointment. If you don't, we will return your claim to DWP. If you cannot keep your appointment for any reason, tell us straight away. You can only change your appointment once.
  • Request a language translator.
  • Request an appointment with a health professional of a specific gender.


What you need for your Sign Video assessment 

Proof of ID

You will not be asked to show ID, but you will be asked some security questions.

Your telephone

If you are using your mobile phone, make sure your phone is fully charged before the assessment. Try to be in a quiet place, with a good signal and no background noise.

Any new evidence

If you have any new evidence of how your health condition or disability affects your daily life, please discuss this with the health professional. Please ensure your identity details are clearly shown on any additional evidence you submit such as your full name and National Insurance number.  You will need to send a copy of this to DWP after your assessment.

Please send any new evidence to: 
Freepost RTEU-HAGT-SLBL 
Personal Independence Payment 1 
Mail Handling Site A 
Wolverhampton 
WV98 1AA

What device do I need to use?

To use SignVideo, you’ll need three things as minimum requirements:

1. A device

This can be one of the following: 

Windows PC app 
Apple Macs app 
iOS app 
Android app 
SignVideo Web

2. A webcam

This can be plugged in or built in.

3. Good internet connection

For the best experience with SignVideo your internet connection should be strong enough for you to stream music or videos on your device and can be any of the following:

  • Plugged in broadband/ ethernet
  • WiFi

Bringing a companion to your assessment

person icon

We encourage you to have someone with you during your assessment. This could be a friend, family member, carer or support worker.

speech bubble

They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion will be translating or interpreting for you, they must be over 18.

headphones mic

The health professional will join the call at the time of your appointment. We are unable to add anyone to the call so please make sure your companion is with you at the time of your appointment.

Using Sign Video

Web search

Before your appointment go to http://www.signvideo.co.uk/

Mobilephone

Download the SignVideo mobile app

video call

Search for CAPITA PIP ASSESSMENTS

or

Select this link https://capitapipassessments.signvideo.net or type it into your internet browser.

Click here to connect to BSL interpreter

At the time of your appointment, please connect to SignVideo and tell them that you are calling Capita for your PIP assessment.

Experiencing problems?

To resolve any issues you may have, please check our FAQ page.

To receive help and support, please get in touch with Sign Video's customer services: 

Call SignVideo in BSL: https://signvideo.co.uk/faqs/

Alternatively, email the technical support team directly:

help@signvideo.co.uk

During your assessment

The health professional will identify themselves by telling you their name and saying that they are from Capita PIP.

The health professional will need to ask you some identification questions before your assessment can go ahead. If you have any concerns that the health professional is not who they say they are, please contact Capita.

Our health professionals are specially trained to carry out assessments. It is important to remember that the assessment is not medical, so the health professional is not looking to diagnose your symptoms or recommend treatment.

Instead, it will focus on how your health condition or disability impacts your day-to-day life. The health professional will ask you how you manage your daily activities and will record your answers on a laptop. This is your opportunity to explain how your health condition or disability affects you.

After your assessment

The health professional will write a report for DWP. This will be based on the evidence you have provided as well as anything you discussed during your assessment. 

They will send the report to DWP so they can make a decision on your claim. 

DWP will look at your claim and all supporting information. This includes the assessment report, your ‘How your disability affects you’ form and any other evidence you have provided. 

Once they have made their decision, they will write to you to tell you if you can get PIP. This letter will also tell you what to do next if you do not agree with the decision. 

When you get your decision letter, if you want a copy of the assessment report, or you have any questions about your claim or the decision, please phone DWP (Monday-Friday 9am-5pm) on 0800 121 4433 (textphone: 0800 121 4493).  

If you have hearing or speech difficulties, you can also contact DWP through Relay UK: 18001 then 0800 121 4433.


*[DWP]: Department for Work and Pensions

*[BSL]: British Sign Language

Health Assessment Advisory Service provided on behalf of Department for Work and Pensions