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Public Accounts Committee finds serious failings in DWP’s handling of Disability Benefit Claims statement

Published
31/01/2025

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We are deeply concerned by the Public Accounts Committee’s findings on the Department for Work and Pensions’ handling of disability benefit claims. Delays and poor communication in processing Personal Independence Payment (PIP) and Employment and Support Allowance (ESA) claims are causing real harm to Disabled people who rely on these benefits for financial security and daily living.

Alicia Cartwright, who claims PIP and is a co-production partner at Turn2us, helped develop the Turn2us PIP Helper. She explains:  

"When my PIP was delayed, I couldn't afford my extra care I need and that impacts my family. The stress made my bipolar symptoms worse, and I nearly lost my part-time job. It's not just about money, it's about my health, my family's wellbeing, and my ability to work at all." 

Alicia’s story is not unique. Behind every delay, poor decision, and unanswered call is a person waiting for the support they need to move forward. The DWP must take urgent action to: 

  • Reduce delays so people get the support they need without prolonged uncertainty. 
  • Improve call centre response times so claimants can access timely help. 
  • Ensure all eligible claimants receive their benefits without unnecessary barriers. 
  • Increase transparency by reporting on progress in fixing these issues. 

At Turn2us, we know how complex the PIP process can be. That’s why we’ve launched the Turn2us PIP Helper, a tool to guide people through their application. But claimants shouldn't need external support just to navigate a system that should work for them. 

The government has a duty to deliver a fair, efficient, and accessible social security system. We urge them to prioritise this, rather than disproportionately focusing the narrative on fraud when only 66% of calls to the DWP are being answered. The DWP must act now to fix failings that leave people without support, and work with Disabled people to ensure the system truly meets the needs of those it serves.