Official government statistics have revealed a significant shift in how the Department for Work and Pensions (DWP) administers benefit claims, with face-to-face assessments for a key disability payment halving since the last general election.
A Dramatic Shift to Remote Assessments
The proportion of in-person assessments for Personal Independence Payment (PIP) has fallen by 50% under the current Labour Party government's leadership. Departmental data shows that between July 2024 and July 2025, only 49,000 PIP assessments were conducted face-to-face.
This figure stands in stark contrast to the 1.1 million assessments carried out remotely during the same period. Of these remote evaluations, a substantial three-quarters were completed over the telephone, with a mere 3% conducted via video link.
Political Criticism and Calls for Scrutiny
The statistics have prompted strong criticism from opposition figures. Helen Whately, the Conservative shadow work and pensions secretary, described the numbers as "staggering" and raised serious concerns about the efficacy of remote assessments.
"Assessors can’t properly scrutinise a serious health condition or disability over the phone," Whately stated. "Though lots of people claiming PIP are really ill, some are taking the Government for fools. Going back to face-to-face assessments is a common-sense fix."
She further argued that the government had assured a move towards greater scrutiny, but the data suggested the opposite trend was occurring. Whately linked this issue to broader welfare concerns, suggesting combined action on assessment methods and eligibility for certain conditions could help "get a grip" on the system.
Understanding PIP and the Points System
Personal Independence Payment is a vital benefit designed for individuals with long-term health conditions or impairments. Its purpose is to contribute to the extra costs disabled people may face, supporting them to lead full and independent lives.
The benefit is awarded through a points-based system:
- Claimants are assessed on their ability to carry out specific daily living and mobility activities.
- Points are allocated based on the level of help required.
- Those placed in the highest bracket of need can receive up to £187 per week.
DWP Response and Statistical Nuance
In response to the figures, the DWP provided a statement suggesting caution in interpreting the data. A spokesperson indicated that "differences between in-person and not in-person award rates and points are unlikely to be solely due to the mode of assessment used."
This implies that other factors beyond the assessment method—whether remote or in-person—may influence the final award decisions and points allocated to claimants. The department's position highlights the complexity of evaluating need and the potential limitations of drawing direct causal conclusions from the statistics alone.
The ongoing debate underscores a fundamental tension in the welfare system: balancing administrative efficiency, claimant convenience, and the rigorous scrutiny necessary to ensure support reaches those with genuine and significant needs.
