Here are a selection of some commonly asked questions and answers to help you.

Select the area you’re interested in and simply click on the question to see the answer:

General FAQs Face-to-face assessments Telephone assessments Video assessments

General FAQs

    Why have I not 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 DfC. 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 a consultation. 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 us 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/Irish Sign Language interpreter, please contact us 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 get in touch. There are also lots of organisations that can help and support you along the way, such as Advice NI 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 us as soon as possible.

    Can I get a copy of the assessment report?

    Your assessment report will be sent to DfC as soon as possible after your assessment and you can request a copy from them.

    How will I find out if I can get PIP?

    The DfC 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. Details of how to do this will be in your decision letter from DfC.

    What can I do if I am unhappy with how my assessment was carried out?

    We are responsible for arranging and carrying out face-to-face, telephone and video assessments. Please get in touch with us if you are unhappy with any part of our service. This helps us to understand what we are doing well and where we need to do things better.

    Face-to-face assessments

      Can I have a home appointment instead of coming to an assessment centre?

      We are currently only carrying out face-to-face assessments at our assessment centres. This is so we can ensure assessments are carried out in a Covid-19 controlled environment.

      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 us 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 face-to-face assessment on behalf of the claimant?

      No, an appointee cannot attend a face-to-face assessment without the claimant.

      Can I audio record my assessment?

      If you would like your assessment to be audio recorded, please let the functional assessor know at the start of your assessment.

      Video assessments

        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.

        How do I know that the functional assessor is who he/she says they are?

        The functional assessor will connect with you via video from the waiting room at your appointment time. They will tell you their name and explain that they will be carrying out your video assessment. 

        If you have any concerns that the functional assessor is not who they say they are, please abandon the call and contact us.

        Can I record my assessment?

        You are not permitted to record your video assessment or the functional assessor. We are also unable to record the video assessment.

        Health assessment advisory service provided on behalf of Department for communities