Source · Select Committees · Public Accounts Committee
Recommendation 18
18
DWP failing to meet targets for timely processing of new Personal Independence Payment claims.
Conclusion
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
Government Response
A response document is linked to this report, dated 1 April 2026. Response attribution to this conclusion has not been verified. Read the response document ↗