18
Conclusion
60th Report - DWP follow-up: Autumn 2025
Accepted in Part
In our report on DWP Customer Service and Accounts 2023–24, we highlighted that claimants of disability benefits, including Personal Independence Payment (PIP) and Employment and Support Allowance, were receiving an unacceptably poor service. One element of this was the 23 Committee of Public Accounts, DWP Customer Service and Accounts 2023–24, …
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In our report on DWP Customer Service and Accounts 2023–24, we highlighted that claimants of disability benefits, including Personal Independence Payment (PIP) and Employment and Support Allowance, were receiving an unacceptably poor service. One element of this was the 23 Committee of Public Accounts, DWP Customer Service and Accounts 2023–24, Sixth Report of Session 2024–25, HC 354, 23 January 2025, p 2 24 Committee of Public Accounts, DWP Customer Service and Accounts 2023–24, Sixth Report of Session 2024–25, HC 354, 23 January 2025, p 12; Qq 65-67 12 Department’s performance in processing new claims.25 Unfortunately, this continues to be the case, with only 51% of new PIP claims processed within 75 working days in 2024–25 against the Department’s target of 75%.26
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Government response AI summary
The Department will write to the Committee to provide the requested data on PIP claim processing times by the end of March 2026, while standardising measures to 90% of cases cleared format; however, they will include it in the 2025-26 ARA.
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HM Treasury
19
Recommendation
60th Report - DWP follow-up: Autumn 2025
Accepted in Part
The Department told us that it was important to take into account that, since the 75% target was set, the PIP caseload had gone up by more than 50%. In addition, it highlighted that the process of applying for PIP involved a number of steps which all took time. The …
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The Department told us that it was important to take into account that, since the 75% target was set, the PIP caseload had gone up by more than 50%. In addition, it highlighted that the process of applying for PIP involved a number of steps which all took time. The traditional process was that a customer would telephone to make a claim and the Department would send them a long, detailed paper application form in the post. Once the customer had completed and returned the form, the Department would refer it to an outsourced health assessor who would carry out and write up the health assessment, before a departmental official would decide on the customer’s entitlement to the benefit.27
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Government response AI summary
The Department will write to the Committee to provide the requested data on PIP claim processing times by the end of March 2026, while standardising measures to 90% of cases cleared format; however, they will include it in the 2025-26 ARA.
Read full response →
HM Treasury