The Department for Work and Pensions (DWP) has issued a crucial update confirming that face-to-face Personal Independence Payment (PIP) assessments are being audio recorded by their third-party assessment providers.
This marks a significant step toward transparency for claimants navigating the assessment process.
What’s Changed: Audio Recording Now Standard
After long-standing delays, the DWP has confirmed that audio recording of in-person PIP assessments is now routinely available, aligning with earlier commitments.
This applies across all assessment providers: Capita, Maximus, Serco, and Ingeus. Providers must offer recording upon request, and an “opt-out” system is being implemented to streamline the process.
Recording Data Snapshot: June 2025
| Provider | Face-to-Face Assessments Recorded | Percentage of All Face-to-Face Assessments |
|---|---|---|
| Capita | 390 recorded | 1.3% |
| Maximus | 50 recorded | 0.3% |
| Serco | 40 recorded | 0.4% |
| Ingeus | 40 recorded | 0.4% |
Despite being allowed, recordings in June 2025 accounted for only a tiny fraction of face-to-face assessments, signaling a slow uptake among claimants.
What Claimants Should Know
- You can request audio recordings of your PIP assessment, whether conducted in person or by telephone.
- Providers are expected to offer recordings upon request, and you can opt out if you prefer not to have the assessment recorded.
- Assessors may also record automatically, as enhanced recording solutions roll out across all providers.
Why This Development Matters
- Accountability & Fairness: Having a recording provides claimants with a verifiable account of what was said during assessments.
- Appeals & Reviews: Should discrepancies arise, recordings can serve as vital evidence to support mandatory reconsiderations or appeals.
- Reduced Stress: Transparency can alleviate anxiety for claimants concerned about misrepresentation during assessments.
How to Arrange Recording
- Request in advance, either through your assessment provider or as instructed in your appointment notification.
- Sign a consent form before the assessment begins, acknowledging the recording.
- If you prefer, you may opt out, per the updated guidelines.
- If a claim is processed without recording despite your request, you may raise a complaint with the provider.
The DWP’s update marks a meaningful shift in how PIP assessments are managed, with audio recording now permitted by all providers.
While summer data shows uptake remains low (recorded assessments in June 2025 ranged from just 0.3% to 1.3%), the move enhances accountability, clarity, and fairness in the assessment process.
Claimants should confidently request recordings—these can be essential tools in ensuring accurate outcomes and supporting appeals when needed.
FAQs
Not yet. Recordings are provided if you request them, and the new “opt-out” system means they may become standard in the near future.
All four – Capita, Maximus, Serco, and Ingeus – offer audio recording services for face-to-face and telephone PIP assessments.
Yes. Having an audio recording gives you a clear record, which can be invaluable in challenging or clarifying assessment outcomes.
0 Comments