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Telephone Consultation Process

Before your consultation

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 an assessor 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 consultation. 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 assessor. You will need to send this to the DfC after your consultation.

Who you can have with you

We encourage you to have someone with you during the consultation. 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 assessor 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.

Audio Recording

You are able to have your telephone consultation recorded. If you would like to do this, please let the assessor know at the start of your appointment. The assessor will ask for your consent and will explain how the recording will be used and stored. If you decide you no longer want your consultation to be recorded, let the assessor know and they will stop the recording. The recording will be securely destroyed, and your consultation will then continue as normal.

After your appointment, you will receive a link to your recording by text message or email and a separate one containing your one-time password. The password will expire within 24 hours and can only be used once to access and download your recording. This is to protect you and the information you provided at your appointment.

If you would rather have a CD copy of your recording, then this can be requested by calling the Department for Communities on 0800 587 0932. We will also keep a copy of the recording.

To find out more about audio recording please visit the FAQ page.

About the consultation

You need to be ready for the assessor to call you at the time of your appointment. The call will come from an 0808 number. We will attempt to call you more than once. If you do not answer the phone, we may return your claim to the DfC.

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

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

The assessor will need to ask you some identification questions before your consultation can go ahead.

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

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

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

  • 0808 178 8116
  • 0289 032 9675 (Textphone)

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 consultation 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 (wwwsignvideo.co.uk) before your telephone consultation 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 consultation, please connect to Sign Video and tell them that you are calling Capita in relation to your PIP consultation.

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