General Info - Frequently Asked Questions

You may have questions about General Info. Here are a selection of some commonly asked questions and answers to help you. Simply click on a question to see the answer.

What is Personal Independence Payment (PIP)?

Visit the DWP website at

How do I apply for PIP?

Please contact the Department for Work and Pensions. Further details can be found on the below link.

Can I get a copy of the assessment report?

The report will be sent to the Department of Work and Pensions as soon as possible after your assessment and you can request a copy from them.

Who makes the decision about my PIP claim?

The case manager at the Department of Work and Pensions will make a decision based on all the available evidence, including the Disability Assessor’s report and any further evidence provided.

How long will the assessment take?

This usually takes up to an hour, but it could take longer depending on your circumstances.

Why am I required to have an assessment?

To ensure we have a full understanding of how your disability affects your day to day living, you may need to have a telephone or face to face assessment.

What if English or Welsh are not my First Language?

If you need an interpreter when you visit us, we can arrange this for you if you notify us in advance.

I would like translator or BSL support

Following the Department for Work and Pensions decision to temporarily suspend all PIP face-to-face assessments due to the current Coronavirus outbreak, Capita has put in place a video relay service to support all British Sign Language (BSL) customers through the PIP assessment process.

The service is free of charge and is operated by Sign Video. Sign Video is staffed by fully qualified and registered BSL/English Interpreters and 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 and download the sign video mobile app and search for CAPITA PIP ASSESSMENTS. Alternatively, you can access the service directly by copying the dedicated URL link into your internet browser

    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. If you are unable to attend your assessment, please contact us.

    Can I take notes during my assessment?

    Yes you are entitled to take notes for your own purpose and do not need to provide these to the Health Professional who will just record that notes were taken.

    Why have I not been asked for a Telephone or Face to face assessment?

    We have reviewed your claim, and we feel we have received enough medical evidence supporting your condition in order to complete a paper-based review.

    Will I ever be asked to provide my bank details over the phone?

    We will never call you unexpectedly and ask for your bank details. If you are asked to provide your bank details over the phone and have any concerns, please abandon the call and contact us as soon as possible.