PIP call

Hi Denby

After the gratefully received message from LL26. I decided to call the department for communities the same day, their number is on the same page of the capita letter about the audio recording. I read out exactly what is written on the capita letter about recording the call.
It is written in black and white.

"You are able to have your telephone consultation recorded. If you would like to do this, please let the assessor know at the start of you appointment"

The lady I spoke with said, the assessor should have recorded your call if you asked for that. It was wrong for her not too. She apologised and said that I should call capita and tell them about it.

I rang capita and explained what happened, and he said the same thing. She should have recorded the call if I asked for that.
He went on to say, even if there was a problem and she couldn't record the call, she should have explained that to you.

I explained to him that because I suffer with brain injury and multiple neurological issues I found it confusing and unfair that the assessor said the recording should be rearranged before hand. Especially when I had the audio information in front of me. He also apologised and said I would receive a text from them. He even acknowledged that they know I have brain injury.

I don't think it was fair that the assessor took me by surprise that morning because she rang me 15 minutes before the arranged time. But thankfully I had my own recorder sitting by the phone to remind me to record the call.

Friday I received the text from PIP. They say they have the written report of my PIP assessment and I will hear within 8 weeks.

This morning I rang them again, I asked for a written copy of conversation by the assessor. I explained that I have severe memory issues and because the assessor refused to record my assessment. I feel it only right that they send me a copy of what was said.
The lady I spoke with said I will receive it in the post.

It is terrible the way some of these people treat people. Especially when they can acknowledge that brain injury is written down for them to see. My daily hassles are bad enough without having to have someone like that assessor be so dishonest with me.

I will keep you updated if I have get more information.
Thanks again
Pauline

Hi ccc

I cant help but wonder why she rang me 15 minutes earlier than my appointment.
If I had gone to the bathroom, I would have missed the call and had no way of proving that she rang earlier than the appointment time.
Would she have rang back? I have no idea.
She was not the most pleasant person to speak with that's for sure.

Thanks
Pauline

Dear Pauline, It is brilliant you have managed to complain as you have, so very well done.
Please may I remind you what LL26 said, now they say the assessment report has gone to DWP, ask for that [it's called PA4], as well as their record of the conversation. From the way you've said it here, they may or may not be meaning to let you have the report on you, as distinct from making the assessor write an account of the conversation. Better to double check and get hold of the PA4 without any further delay - it gives you a chance to write back if necessary.
When you get the PA4, take a highlighter or two, make a nice soothing cuppa, and get out your copy of the form you sent. Read through the report, marking anything that seems wrong, cross checking with the form and your own recording. [Best to copy that to keep it safe and work from the copy, as stopping and starting can damage the recording].
If there are errors, lies or things left out that would alter the points you should score, write a cold letter setting it all out. Refer to the form, to evidence like doctors letters, if necessary to eg the NHS website. A common trick is to suggest your medication is for eg 'moderate pain' when it is actually for severe pain, you can use the NHS website for evidence like that even though you did not do so originally.
Best wishes,
(from a once-upon-a-time Headway tutor),
Denby

Dear Denby

I took your advice and rang DWP again, I asked for the PA4.
They lady said Yes we will be sending this to you.
A large bundle of documents arrived on Friday, OMG I could not believe what I read.

First I would like to make people aware, if they tried and failed to get PIP. Capita keep all information from previous claims.
I was so shocked because they sent me copies of my old claim that I tried to get back in 2016. May I say it was shocking to read because it was filled with lies, it had things said that were not possible for me to do. No wonder I did not get PIP.

I did not know in 2016 that I had suffered brain injury and multiple neurological problems. I also was diagnosed with PTSD. Even GPs make you believe its all in your head, it took so long and fighting to be heard was horrendous for me. But I never gave up until I seen a neurologist for a proper MRI brain scan and diagnoses.

Moving on to this claim and the PA4 form.
I was so upset when I read this. The lady "the assessor" who would not record the assessment with me said on the observation form. That I spoke calmly and had no problems speaking properly. I had no overwhelming physiological distress, No signs of Anxiety or breathlessness. She said I did not loose concentration and I remained focused.
She said I had good short term memory etc etc. I have to carry a brain injury card with me everywhere I go because of my balance issues confusion and difficulty speaking. She did not even write this down.

Well am I glad I recorded that call.
It is very clear to hear my anxiousness. I suffer from short term memory because of brain injury amongst many other cognitive problems.
She asked me to describe my PTSD symptoms and I found that difficult, I was crying, gasping for breath. Unable to focus on my words for most of the assessment. I could go on with all of the lies she has told.

I have yet to be to able to read or understand most of the other pages on this PA4 info.
This observation page stood out to me. because it was just lies and thank God I can prove that not only did she lie about recording the assessment, but she had the nerve to lie about how I was on that day when she rang.

I took your advice Denby, I copied the recording onto my phone before listening back.
Thank you so much for this advice.
I spent the whole weekend writing a transcript of her call to me. Thank you for this advice also

I even cried listening back to the recording while I typed it out.
All I can say is this, It would take someone with a heart of stone to put me through what she did. I cant wait to send this recording to Capita.

Can I ask for advise. How do I get the recording from my phone to Capita?
I have wrote on the transcript that the recording is for my personal use because of my brain injury and memory issues.
I am a bit stuck when it comes to getting the recording from the phone if they ask for it.

I wanted to warn people, if they are not aware. Capita keep information even when they refuse you PIP.
It'll take me days trying to understand the other pages.
I wish my brain would work as it used to.

Thanks again
Pauline

Dear Pauline, I am glad you have got the PA4. Now you can write to the Decision Maker BEFORE they take their decision based on the untrue report. This means you will have to be quick. But given your now-diagnosed brain problems, I would start with a very short letter.
I am not a mod but I would just write now to say that you have severe brain problems and it will take you some time to produce a letter giving full details as to why the assessment report is 'not fit for purpose' [a good phrase to use]. Ask the Decision Maker not to make a decision until you have been able to send this further letter. I would say in your first letter that because of your brain problems you did make a recording for your personal use and that this shows that the PA4 report contains many significant inaccuracies.
At the moment I would not even worry about how to send a recording. Hopefully knowing you have it will make them sit up and take notice of your first and second letters if you think my idea is right for you. I hope I haven't been too confusing,

best wishes,
Denby