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Telephone Assessment Process - Frequently Asked Questions

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

What number will I be called on?

If you have provided a mobile phone number, you will be called on that. If you have not provided a mobile number, we will call you on the landline number you have provided.

The number we will call you on will be included in your appointment letter.

The call will come from a withheld number.

Can somebody accompany me on my telephone assessment?

Yes, we encourage you to have someone with you during the assessment. This could be a friend, family member, carer or support worker. They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion cannot be with you in person, we can add them to the telephone call.

If your companion will be translating or interpreting for you, they must be over 18.

What identification do I need to share before my telephone assessment?

You will be asked security questions over the telephone before the assessment starts.

What if I have extra communication needs e.g. hearing difficulties or requiring a translator?

If you require a translator or British Sign Language (BSL) interpreter, please let our enquiry centre team know as soon possible so we can arrange the relevant support.

Contact details for England & Wales are:

  • 0808 178 8114 (England and Wales)
  • 0289 032 9675 (Textphone)
  • 0808 178 8115 (Welsh line)

  • Capita has put in place a video relay service to support all British Sign Language (BSL) customers through the PIP assessment process.

    The service, that is free of charge, is operated by Sign Video, is staffed by fully qualified and registered BSL interpreters and is available Monday to Friday from 8am to 8pm.

    To access the service please use this link https://capitapipassessments.signvideo.net on the date and time of your scheduled appointment and inform Sign Video that you are calling Capita in relation to your PIP assessment.

    To use the video relay service, you will need:

  • A computer or laptop with a webcam
  • Firefox or Chrome for Windows / Safari for Mac
  • A tablet or smartphone (iOS devices 8 or upwards) or (Android 4.4 upwards)
  • A highspeed internet connection (minimum upload/download connection of 256 kbp/s)
  • A 3G/4G data plan on your mobile device
  • How do I know that the health professional is who he/she says they are?

    If you have any concerns that the health professional is not who they say they are, please abandon the call and contact our enquiry centre team.

  • 0808 178 8114 (England and Wales)
  • 0289 032 9675 (Textphone)
  • 0808 178 8115 (Welsh line)
  • What happens if I miss the call or my signal drops out?

    Our health professional will try to call you more than once over a 20-minute period. If you do not answer, we may return your claim to the DWP.

    If the phone signal is not very good, we will ask you for an alternative contact number. If there is no alternative available, the assessor will need to cancel the appointment and an alternative route will be investigated by Capita.

    Can I record my assessment?

    Due to data privacy, you cannot record the telephone assessment.

    What do I do if I have additional evidence?

    If you have additional evidence that you have not already submitted, please discuss this with the health professional. They will ask you to send this to the DWP after your assessment.

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