The Department for Work and Pensions (DWP) has significantly reduced the number of face-to-face assessments for Personal Independence Payments (PIP), opting instead for remote evaluations. Since the last general election, in-person assessments have halved, with only 49,000 conducted between July 2024 and July 2025, according to recent DWP statistics.
In the same period, approximately 1.1 million assessments took place remotely, predominantly via telephone—accounting for three-quarters of the remote sessions—while just 3% were carried out through video calls. This shift has sparked criticism from opposition politicians concerned about the effectiveness of remote evaluations in accurately assessing serious health conditions.
Helen Whately, the Shadow Work and Pensions Secretary, described the trend as “staggering.” She warned that remote assessments make it difficult to properly verify the extent of claimants’ disabilities or illnesses. Whately emphasized that although many claimants genuinely require support, the system’s leniency could be exploited.
READ MORE: Higher-Rate Taxpayers Urged to Claim £1,756 Pension Tax Relief from HMRC
She called for a return to face-to-face assessments, deeming it a “common-sense fix” to ensure integrity in the claims process. Whately also suggested that halting sickness benefits for mild mental health conditions could help improve the system’s sustainability.
Currently, PIP awards are based on a points system, with the highest award level providing up to £187 per week. The benefit is designed to support individuals with long-term physical, sensory, mental, intellectual, or cognitive disabilities, helping cover additional living costs and promote independence.
In response to concerns about the shift towards remote assessments, the DWP stated, “Differences between in-person and not in-person award rates and points are unlikely to be solely due to the mode of assessment used.”
As the debate continues, the balance between accessibility and rigorous scrutiny remains a key challenge for the government in administering disability benefits effectively.