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Members of Parliament have expressed serious concerns as disability benefit claims, specifically for Personal Independence Payment (PIP), are experiencing significant delays, with some applicants waiting over a year for their claims to be resolved. These prolonged processing times risk pushing vulnerable individuals into financial hardship and debt. The Department for Work and Pensions (DWP) aims to handle 75% of new PIP claims within 75 working days; however, in the last financial year, only 51% were processed within this target period.
A report published by the cross-party Public Accounts Committee (PAC) criticized the DWP’s performance, describing its service levels as “unacceptably poor.” According to the department, the average time taken to decide on a PIP claim was 16 weeks as of the end of October. A DWP spokesperson emphasized that the department strives to resolve claims “as quickly as possible” and highlighted that an ongoing review would ensure the PIP system remains “fit and fair for the future.”
PIP is the principal disability benefit available in England and Wales and is designed to assist individuals with long-term physical or mental health conditions. It provides support with additional living costs independently of their income or employment status. The number of PIP claimants has increased over the years, currently standing at approximately 3.7 million individuals. The PAC report condemned the delays as “unacceptable,” with some cases extending beyond a year. While the DWP acknowledged the existence of these prolonged wait times, it noted that they were not adequately reflected in the department’s own statistics.
In response to these challenges, the DWP is trialing an online application process in select postcode areas that has reduced processing times by about 20 days. The department previously aimed for the online service to handle 20% of PIP claims by 2026 but now anticipates reaching this milestone by 2029. The report criticized this pace, labeling the wait as excessively long for claimants seeking improved service. Sir Geoffrey Clifton-Brown, chairman of the PAC, stated: “Our committee received reassurances three years ago that improvements would have manifested by now; we are now told that they are a further three years off. This is simply not good enough for our constituents, who we know risk being pushed into debt or poverty by a department unresponsive to their needs.”
The report further raised concerns about the reduction of the first Universal Credit claimant meeting with a work coach from 50 minutes to 30 minutes, warning that claimants with complex needs might not receive adequate support unless mitigating actions are taken. In a related development, the government abandoned plans to tighten PIP eligibility following significant opposition from Labour MPs. These proposals had been projected to save £5 billion annually by 2030. Instead, the government instigated a review led by the Minister for Social Security and Disability, aiming to ensure PIP is “fair and fit for the future” rather than focusing solely on cost savings. A DWP spokesperson highlighted efforts to reform the welfare system by reallocating approximately 1,000 work coaches to support disabled individuals and implementing ambitious employment reforms alongside a £647 million modernization program
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