Here is a selection of some commonly asked questions and answers to help you.
Why haven’t I been invited to an assessment?
We are sometimes able to complete your assessment using the information in your ‘How your disability affects you’ form and any supporting information you sent to DWP. If we are able to do this, we will not need to invite you for an assessment.
What if I have a terminal illness?
We have a specialist team who process terminal illness claims and you will not need to have an assessment. Your claim will also be handled quickly, usually within 2 days. If you have a DS1500, please submit this with your claim form.
Can I change the way my assessment is being carried out?
If you would prefer to be assessed in a different way, please contact Capita as soon as possible so that we can discuss this with you.
What if I have extra communication needs e.g. hearing difficulties or needing a translator?
If you need a language translator or British Sign Language interpreter, please contact Capita straight away so that we can arrange this for you.
Who can I speak to if I need support throughout the PIP process?
If you have any questions or concerns about your appointment or the assessment, please contact Capita. There are also lots of organisations that can help and support you along the way, such as Citizens Advice or charities dealing with specific conditions.
Will I ever be asked to provide my bank details over the phone?
We will never call you unexpectedly and ask for your bank details. If you are asked to provide your bank details over the phone and have any concerns, please abandon the call and contact Capita as soon as possible.
Can I get a copy of the assessment report?
Yes, you can request a copy of your assessment report from DWP. 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.
How will I find out if I can get PIP?
DWP will send you a letter once they have made a decision on your claim.
What can I do if I don’t agree with the decision?
You can ask for your case to be reconsidered. When you get your decision letter, if have any questions about DWP’s 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.
What can I do if I am unhappy with how my assessment was carried out?
Contact Capita if you are unhappy with any part of our assessment service. This helps us to understand what we are doing well and where we need to do things better.
Who will carry out my assessment?
Your assessment will be carried out by one of our health professionals. All our health professionals are fully qualified and registered nurses, occupational therapists, physiotherapists or paramedics.
Will the health professional know anything about my condition or disability?
Our health professionals come from a variety of backgrounds and are specially trained in carrying out assessments. They are there to assess how your health condition or disability affects you and they have knowledge of a wide range of health conditions and disabilities.
Will the health professional have already seen and read information about me?
Yes, usually the health professional will have seen your ‘How your disability affects you’ form and any supporting information you have supplied to DWP before the assessment. However, in some cases where the health professional has a short notice assessment it may be looked at after.
What do I do if I have additional evidence?
If you have additional evidence that you have not already submitted, please discuss this with the health professional. They will ask you to send this to DWP after your assessment.
I have good and bad days. Will this be considered?
Yes, the health professional will ask you questions to understand whether your condition changes and how this impacts you.
How do I contact Capita?
Phone
You can call Capita between 8am to 8pm, Monday to Friday and 9am to 5pm Saturday. Someone else may call for you, but they will need to have your National Insurance number.
0808 178 8114 (England and Wales)
0808 178 8115 (Welsh line)
Video relay service
If you are a British Sign Language user, contact Capita using our video relay service.
Text relay service
If you have speech or hearing difficulties, you can also use the text relay service on 18001 0808 178 8114 (use with NGT or Relay UK apps).
Email
You can email our team directly via contactus@capita-pip.co.uk
Post
If you would rather contact Capita by post, please use this address:
Capita HAAS
PO Box 307
Darlington
DL98 1AB
Can I have a home appointment instead of coming to an assessment centre?
If you would prefer to be assessed in a different way, please contact Capita as soon as possible so that we can discuss this with you.
I am worried about travelling on public transport to attend a face-to-face appointment. What should I do?
If you have any concerns about travelling to the assessment centre, please contact Capita straightaway. This is so we can discuss what support may be available.
If I arrive early for my assessment, will I have to wait outside the assessment centre?
To reduce the amount of time you will have to wait, we encourage you not to arrive more than 10 minutes before your appointment start time.
Will there be a lift?
All our assessment centres are accessible. If the assessment room is not on the ground floor, a lift will be available.
Will there be toilets?
Yes, there will be disabled toilets available but we cannot help you to use these.
I am an appointee; can I attend the assessment on behalf of the claimant?
No, an appointee cannot attend an assessment without the claimant.
Can I still have an appointee?
Yes. If you have an appointee, they must join the assessment. If you cannot be with them in person, we can add you to the video assessment. You and your appointee must be present for the video assessment to go ahead.
Can I record my assessment?
You are not permitted to record your video assessment or the health professional. We are also unable to record the video assessment.
