DWP re-introduces ‘Failure to Attend’ process for PIP claimants who miss their telephone assessment

However, Department adds that it will 'always contact' anyone who does not attend, and support will continue where there is a good reason

The DWP has re-introduced the 'Failure to Attend' (FTA) process for personal independence payment (PIP) claimants who miss their telephone assessment without good reason.

At the start of the coronavirus (COVID-19) pandemic in March 2020, the DWP introduced telephone (as opposed to face-to-face) health assessments and, at the same time, made a change to the FTA process whereby claimants who missed an assessment did not need to show good reason for not attending and their case was instead returned to the Assessment Provider for another telephone assessment.

However, in an email to the PIP Stakeholder Group yesterday, the DWP has advised that - 

'Now that telephone assessments are more established, we are re-introducing FTA. From week commencing 14 December 2020, letters inviting claimants for an assessment will make it clear that it is necessary to attend a telephone assessment. PIP claimants who fail to attend a consultation with an Assessment Provider without good reason will have their claim disallowed. A disallowance decision is subject to the usual process of mandatory reconsideration and appeal. Claimants can also submit a new claim if they wish.'

Pointing out that this 'return to business-as-usual' policy will align PIP with other benefits, including employment support allowance and universal credit, the DWP adds - 

'A range of factors, including people’s physical and mental health, are always taken into full consideration when deciding good reason and the assessment providers and our decision makers have been provided with additional guidance on the kinds of issues that are particular to telephone assessments – including consideration of technical issues (eg mobile phone battery/signal) and environmental factors (eg caring responsibilities and noisy home environments). I can assure you that we will always contact anyone who does not attend a telephone assessment and that people’s support will continue wherever there is a good reason for not attending.'

For more information, see the transcript of the email to the PIP stakeholder Group from the rightsnet discussion forum.

Update (21 December 2020) - the December edition of Touchbase has confirmed the re-introduction of the FTA process.