Recommendation 2

DWP processes only around half of new PIP claims on time against a target for 75% of claims to be processed within 75 working days. DWP’s performance in processing new claims on time varies significantly between benefits, with claimants of disability benefits receiving a worse service than recipients of UC and State Pension. For example, in 2023–24, DWP processed 96% of new State Pension claims within the expected timeframe of 10 working days. Due to the complexity of the assessment process for PIP, DWP allows itself much longer — 75 working days or well over three months — to process new claims. In 2021–22, just 7% of new PIP claims were processed within this timeframe and, although performance improved to 52% in 2023–24, it remained well short of DWP’s standard for 75% of new claims to be processed on time. Written evidence from Sense highlights that disabled peoples’ experiences of the benefit system are often negative due to issues with the design of the system and how DWP communicates, which can make the impacts of their condition or impairment worse. DWP points to the Health Transformation Programme as its long-term solution to providing 3 a modern and timely service for disabled customers, but acknowledges that improvement will be a long process. In our view, it is unacceptable that some customers will have to wait years for DWP’s service to improve. recommendation DWP should set out when it expects to achieve its target for 75% of new PIP claims to be processed within 75 working days.