Now that there are four different companies - Capita, Ingeus, Maximus and Serco - providing work capability assessments and PIP assessments, we’d like to hear about your experiences of dealing with them, so that other claimants can know what to expect.

Everything including:

  • are letters from them clear and detailed;
  • can you can get through on the phone,
  • do they offer face-to-face assessments at a nearby and accessible location,
  • can you easily change the date or assessment type,
  • are assessors courteous,
  • are assessments accurate.

Whatever you want to share with us that you think would be of interest to other claimants, you can post in the comments section below.

Remember to tell us which assessment provider you dealt with and whether it was a PIP assessment or a work capability assessment for universal credit or employment and support allowance..

You can post anonymously, but please bear in mind that comments are moderated before being published and they may not be published, or may be edited, if we are concerned they could lead to legal action being taken against us.

Comments

Write comments...
or post as a guest
People in conversation:
Loading comment... The comment will be refreshed after 00:00.
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    My sons award for DLA ended when he turned 16. Apparently according to ATOS lifelong neurological  and developmental disorders magically resolve once a person turn 16, because after getting high daily care and low mobility dla from age 5, at 16 he was awarded a score of 0 points. . 

    After seeing the assessors report, which did not resemble the conversation i had at all, im not surprised he was denied. 
    During the ATOS assault. I mean assessment, which I later found out was a carried by paramedic who I'm not sure had ever heard of ADHD or Autism, or dyspraxia let alone knew the first thing about it, I was asked some very bizarre questions, which translated into a report made up of a colourful mixture of lies, statement I didn't make, the total opposite of what i said and my favourite a futuristic unmanned bus service! 

    The report said that my son played video games, therefore, had no problems with fine motor skills, had good hand eye co ordination and was able to focus and pay attention. 
    I would later argue on appeal that these things could only begin to be true, if I told you he was very good at the games, which I did not. 
    And also, that hyper focusing on a video game from 6am til 6pm having not washed, dressed, eaten, drunk taken medication or gone to the toilet was a very typical behaviour for someone with adhd, and was not an indication of issues with inattention and focus, and in fact was a perfect example of the issues he struggles he faces and not proof he doesnt strggle at all. Which anyone who knew anything about ADHD and autism would know. 

    It also stated that he had no real issues due to the fact he attended a mainstream school-its very rare for a child with adhd to be eligible or need to go to a special needs school, and passed his GCSEs-he has adhd and autism, he's not stupid-

     He also neglected to mention the asd provision at the mainstream school and the send support in place-

    I was asked,  Could he travel alone on a bus? I Answered no. And gave the reasons why.  Agsin, he chose to focus on one reason i gave-One of the reasons was due to the amount of people on a bus. His next question was, if there was no one on the bus, could he travel on the bus alone?  I firstly asked, well why is he getting on an empty bus? He said hypothetically, if there was no other people on the bus, could he travel on it. I said, well no, because if there's no one on the bus then theres no one to drive it. He didn't like that.  

    Then he asked of there was no one but they'd river, and if I had to write directions down for him to follow cpuld he do it, at which point i said, if i write instructions tobwhete to get on and off and which bus tobget etc,  then essentially he is not doing it on his own/without support is he?  The final report said 
    'He could use an automated bus if his mum had written directions for him' I'm not even sure what part of his disability he was assessing here, or what it proves or disproves, because as far as I'm aware, there are no automated buses.  This is just an example of how ridiculous the assessments can be, and how being a 'healthcare professional' does not qualify you to do them. 

    Nb. This original denial led to me being forced off legacy benefits and into Universal credit which has left me hundreds if pounds worse off, and cause a whole load of problems which I'm sure are better described in another post. 

    MR upheld the 0ppint descision.  Went to tribunal. Before appeal received a phone call saying he was awarded a total of 24 points 14 daily living and 10 mobility and that would end my appeal. Both myself and my daughter have assessments with serco in a few weeks, I'll come back with how they went...pip and a UC wca...
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @Jade Lol@ futuristic unmanned bus service.  No wonder the Tribunal Judges award more than half the cases at Tribunal! I had one asking me a million questions about driving...even though I do I haven't driven where I live in over 10 years and I have never owned a car......I have a licence but I got that when I was 18 over 20 years ago when I was supported by my parents in another country! In the end I had a complete hyperventilating breakdown probably due to the fact that I'm now diagnosed as autistic which explains the anxiety over someone not understanding me and me not understanding them over the phone. I got my autism diagnosis at age 42 and I had the assessment at age 39. Another telephone assessment due next week. It's never-ending but as long as I can, I will fight for my rights in court until they change this farce and waste of money, especially on behalf of the rights of those who can't face the fight.
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I eventually had my PIP review after 50 weeks of them receiving my paperwork back.  The assessment was done as a telephone assessment by ISA. I should have had it 2 weeks earlier, but ironically the assessor was sick, but didn't find out this until after 1/2 hour waiting for them to ring.
    The lady I spoke to was a nurse and very to the point, she would not let my daughter speak for me when I got flustered and upset (apparently this didn't happen). My brain kept going blank which happens with my fibro and various other disabilities I have. The assessment took 1hr and 48 minutes, we did record it on phone again.  I was very frank with the assessor and told her about the horrendous experience I had the first and 2nd time I had put a claim for PIP in.  She was very structured and clearly told me she was using multiple reports from WCA and the 2 previous PIP assessments.  At the end she told me she would be typing it up and sending straight through to DWP.  Also at end my daughter asked her if she was allowed to speak now, especially has she had told her off when she thought she was, but I clearly told her she was speaking to me because I was flustered. She did let her and did ask me if I could clarify it was true, which I did.
    Anyway, 45 minutes after it had finished I got a text from DWP to say they had received it and it would take 6 to 8 weeks to process.  I had the Assessment on the Monday and had a text on that Friday to say they had made a decision but do not ring up as they would not tell me anything.  But I waited until 9am and rang, because after ringing before I know as you go through the various hoops to get to speak to someone they tell you when your next payment is and for how much, which they don't tell you.  After waiting they dud this and I heard that I was getting more than I did before, which was only standard living.  To be honest I missed the full amount as I was shocked what I heard. I carried on until I got to speak to someone because I wanted a copy of the report anyway, but I also asked what they had given me, and he gladly told me.  They had given me standard living but also enhanced mobility, which I knew I needed.  But what they didn't tell me was that the Assessor had requested that the enhanced mobility part had been backdated to the day they requested the review and I found this out at 3am in the morning when I couldn't sleep and had a bank notification, quite honestly I did a silent scream.
    The report came and she end actually put down word for word what I had said even the points about previous assessments.  There were points that she had given me where I thought she should have given me more, but after all the time I had waited I didn't have the energy to challenge and due to my massive mobility issues and the mobility award I was happy.
    One think to note, when I was speaking to someone from IAS, when it was cancelled, they clearly told me it was in their best interest to get these done as soon as possible has they don't get paid until they do, and they had only had my information for 6 weeks and they text me when they received it.  So DWP  hang on to them for a long time before they decide if you need an assessment or not.  Unfortunately I have the award until 2027 but will request another review in 2026 so have about a year stress free in that regard.
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I love in Scotland and have had several assessments for PIp prior to changing to ADP.
    At one interrogation I was asked to pick up a pound coin and then asked to jump up onto a bed. 
    I surrender from degenerative arthritis in my lower back which causes me lots of pain, I refused to comply with this request and when the assessor asked me why I told her that it was very painful. 
     The people doing the assessments know nothing about the medical conditions that people have yet they lord over people as if they did, I was lucky as at my last assessment the person  asking me actually knew and worked with the consultant that deals with me on a regular basis.
    I think that the job of assessing people for wca and pip should be left to the NHS consultants who deal with people every day as they are the ones who can give an honest answer to a person's ability to work  , this would also bring much needed money into the NHS .
    I am now on ADP for an indefinite period of time, the Scottish Social Security seem to be more helpful with people who are ill.
    No matter what Government is in power  they always see the sick and infirm as target's and anything they can do to cut the financial help we get they will do.
    Perhaps they should be targeting the millionaires who are avoiding paying tax.
    Sick people also have votes which can be used to oust a Government as the Tory party found out, when we were able to work we all contributed to the system thinking that if anything were to happen to us we would be looked after by the state, but it's more like pay your dues and do one, we as a country seem to do our worst to our sick and elderly but see red if another country does the same thing. 
    It's a true saying that Life doesn't matter only money does.
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I have a large box full of records regarding my disability benefits. I can't start to look through them without shaking.  I don't feel well enough to rake through this it feels too much.  All I know is I've had some terrible and misleading assessments throughout the years so much so that I have absolutely no trust in any of the providers. 
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @CaroA I don't know if you have a social worker or a Citizens advice near you. take the box to them and get them to help you sort through it. I have a support group who will do this with me and when I was really unwell and living in a temporary B & B, my homelessness support worker would do it with me and attend DWP appointments with me. I have over 200 pages of evidence and the DWP is legally obliged to consider all of that evidence before deciding to change my PIP!!
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @CaroA I’m exactly the same re papers,  and basically my assessment keeps getting put back ie they state they will give me pip for another year, but that they might assess me during this time and things might change. I have degenerative discs and digging around hundreds of papers when ever they feel like they want to do it is stressfull
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Got through to IAS with no problem & managed to change telephone assessment from 9am to an earlier date at 1pm. Maximus then took over - I had a reminder text & a reminder phone call & they also rang me 2 hours early to see if their assessor could ring me any earlier. The assessor was an ex-paramedic & was very patient & had a lovely calm & friendly manner. The whole assessment including introduction & final closing info was 1.5 hours. 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Looking more likely that the government is not bringing in the pip voucher scheme has the charity motorablilty scheme are has today still taking new clients for the vehicle scheme I’m sure seeing that the scheme deals with well over 600k people they surely would know something let’s keep are fingers crossed and hopefully won’t be has bad has a lot of us thought. Stay safe everyone 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Got the dreaded migration letter today ESA to uc not to worried hopefully I won't be worse off
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @James h Yes will let you know am going to job centre in two weeks to see if I need to show identification and use computers
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @Jon @jon oh no John how bad luck is that to be called in first?😒please let us know your experience of the process
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    My Experience of Maxifarce ESA WCA's is not good at all  Several of their assessors lied in their reports, And even used the fact that i had attended the face to face interrogation against me, Audio recording didn't stop them lying in their reports, I was eventually Successful in getting SG award following a  home audio recorded  visit WCA,

    Capita (PIP) tried it on by arranging a F2F Assessment at a location that would have taken me over 1hr to travel to using public transport, which they changed twice to a nearer venue. But it was still 40+ mins, and was a long walk from the nearest bus stop, ( i was claiming for mobility )  as they had stopped home visits i had a telephone  assessment (recorded) And got a  nil award,
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    All of them lie, you can get through on the phone after many hours and then they may just hang up, you can change the date of the assessment once but if you tell the that you cannot do mornings or afternoons they will 100x give you the opposite of what you need, letters are not clear, even when you ask for bigger font's they give you smaller, assessors are courteous but they lie when you can't hear or see when writing about you, assessors lie.

    I have had many assessments, all except one(which was recorded) i scored zero points only to get full or greater award than previously at appeal.


  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I think I was one of the lucky ones. I had a telephone assessment with a nurse via Capita and I can honestly say he was so lovely. He really put me at ease. The communication was great. Very Clear.
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I’ve had awful experiences with PIP reviews and Capita. On my last review they gave me a face to face appointment some distance away but simply quoted the law about the travelling time allowed to me. I would never have managed it. I wasn’t offered any alternative and if I cancelled I ran the risk of being offered the next appointment in the same place despite there being one nearer. It took my GP to intervene and tell them it was inappropriate and they agreed to a home visit……and didn’t turn up. 
    I was so distressed by the whole process I was put under the care of the crisis team. In the end my MP intervened and my review was decided on paper. PIP reviews should not result in extreme distress.

  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Yesterday I called Serco to arrange for a PIP Assessment to be recorded and available. My first call did not connect properly and the woman could not hear me at all (I also had no music while waiting). On redial the chap heard me ok, but only after he did something his end. Arranging for the recording to be ‘set up’ was easy enough, and apparently I will be able to access it (but I don’t know how yet). Waiting times were a few minutes.

    Recording is not automatic, per the Haas-Serco website you must pre book it.
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @SEdwards You can record ot yourself on a mobile phone or tablet. I wouldn't trust them to record it, it will probably go missing or have some coincidental technical glitch where it didn't record. My dad got sent a copy of his assessment, it was just a blank CD...
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I will let you know this time next year when maximus calls me in for wca for universal credit they doing assessments in an Argos store now I hope for lcwra but lcw would do as long as I get 2 years keep it going bit longer this time it’s being recorded 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    The letters from Capita were clear & easy to understand.
    I always got through on the phone within a few minutes.
    They offered me a face-to-face assessment, fairly local. 
    I was able to change my assessment to a telephone assessment.  The date was bought forward due to this, which I happily agreed to. 
    Both assessors were fine.
    Assessments were accurate up to a point.  But I believe that due to assessors doing so many assessments, it can get confusing, & this doesn’t always work to our advantage. 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I was interviewed on two occasions by capita once was successfully the second time received zero points lost pip but 9 months later won my pip back at court
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @Jon My experience is they are all a rotten to the core, and should all be held up in a court of law and made accountable for their horrendous behavior of, which they have inflicted on the masses (claimants)  They should be made to pay huge compensation sums, and be asset stripped, and in multiple cases be imprisoned, and they too can go out of business, and or go on the dole, or, and claim sickness benefits .

      They are all in it for making mega bucks, and bonuses on the backs of sick, ill disabled people.  And none of them ever hold their head in shame.
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @Jon Incredible you can be interviewed by the company twice and get opposite decisions, one being zero points. How could you lose all those in-between two assessments. Makes no sense, something not right with their consistency.  But glad you won it back although having to go through all of that malarkey must of been an unpleasant exhausting experience.