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Telephone Assessment Process

Before your assessment

Please get in touch with us straightaway if you need to:

  • Change the date or time of your appointment (you can only change your appointment once)
  • Request a translator or interpreter
  • Request an appointment with a health professional of a specific gender

What you need to have with you

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

If you have any new evidence of how your health condition or disability affects your daily life, please discuss this with the Health Professional. You will need to send this to the DWP after your assessment.

Who can you have with you

We encourage you to have someone with you during the assessment. If your companion cannot be with you in person, we can add them to the telephone call. We will call you first, so please let the Health Professional know if you would like your companion to be added to the call. You will need to provide their telephone number and they need to be ready to answer the phone at the time of your appointment.

Your companion should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly.

About the assessment

You need to be ready for the health professional to call you at the time of your appointment. The call will come from a withheld number. We will attempt to call you more than once. If you do not answer the phone, we may return your claim to the DWP.

Remember to let the health professional know if you would like your companion to be added to the call.

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

The health professional will need to ask you some identification questions before your assessment can go ahead.

Our health professionals are specially trained in assessing disability needs. They will ask you how you manage your daily activities and will record your answers.

The assessment will take as long as is necessary for the health professional to gather the information they need, and it can last up to an hour.

If you have any concerns that the health professional is not who they say they are, please contact us on:

  • 0808 178 8114 (England and Wales)
  • 0289 032 9675 (Textphone)
  • 0808 178 8115 (Welsh line)

Video Relay Service

If you need a British Sign Language (BSL) interpreter, we have a video relay service to support all BSL claimants through the PIP assessment process.

The service is free of charge and is operated by Sign Video. The interpreters are fully qualified and registered. The service is available Monday to Friday from 8am to 8pm.

To use the video relay service, you will need one of the following:

  • A computer or laptop with a webcam, a highspeed internet connection and Firefox/Chrome for Windows or Safari for Mac
  • A tablet or smartphone (iOS devices 8 or upwards) or (Android 4.4 upwards) with a 3G or 4G data plan

To access the service, please visit the Sign Video website (www.signvideo.co.uk) before your telephone assessment appointment. You need to download the Sign Video mobile app and search for CAPITA PIP ASSESSMENTS. You can also access the service by typing this link into your internet browser - https://capitapipassessments.signvideo.net

On the date and time of your assessment, please connect to Sign Video and tell them that you are calling Capita in relation to your PIP assessment.

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