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PIP Assessor did not turn up!

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5 years 8 months ago #214921 by Janicedv2
PIP Assessor did not turn up! was created by Janicedv2
Hi all

I had A text on Monday from Capita to tell me I had my PIP assessment on Thursday (4 days notice) I phoned straight away to tell them I needed a home visit and they told me the only appointment I could have was for Wednesday (today) at 9.15.

I had a horrible time with my last Assessment (which I am currently appealing) so have been very anxious, panicky and stressed about the appointment. I have bad mobility problems due to an ankle injury 4 years ago and recent surgery, I use a wheelchair or crutches to get around, am in chronic pain, and very limited in my ability to do anything independantly which increases my feelings of depression and anxiety. All well documented by my GP, CBT therapist, consultant, s,d ohysiotherapist!

Basically after getting my self prepared, no sleep last night, the assessor has not even turned up!

We phoned twice and the second time we were told that no one was coming today, the 'back office' would conduct an investigation as to why and this could take up to 5 days, then I may get sent another appointment.

If they give me another appointment will I have to accept it whenever it is as they told me when I first asked for a home visit that I could only change it once?

I asked to put in a formal complaint, which I will follow up in an email but I'm absolutely disgusted that they think it's ok to just not turn up, without a phone call or anything whilst I am left in bits, and still no further along in this cruel and unfair process.

I just wondered if anyone else had been in a similar situation and if anyone had any advice?

I am just sick of it all, life is hard enough anyway without this.

:(

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5 years 8 months ago #214933 by Gordon
Replied by Gordon on topic PIP Assessor did not turn up!
Janice

As you have cancelled one appointment you must attend any new one whenever and wherever it is booked for or you risk you claim being closed, as you are hoping for a home assessment you are really in the hands of Capita as the assessors who do these have much more limited diaries than those at their offices.

Gordon

Nothing on this board constitutes legal advice - always consult a professional about specific problems
The following user(s) said Thank You: Janicedv2

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5 years 8 months ago #215021 by Janicedv2
Replied by Janicedv2 on topic PIP Assessor did not turn up!
That seems so unfair as they only gave me 4 days notice of the original appointment, which I couldn't get to - and then they didn't even turn up yesterday, which has obviously caused a lot of stress and anxiety. Im not going to be able to get to an appointment which isn't a home. I might give them a call and see what they say. I've sent an email complaint as well as verbal, and have been told I will hear within 5 days the outcome. We shall see!

It's such a crooked system.

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5 years 8 months ago #215036 by Gordon
Replied by Gordon on topic PIP Assessor did not turn up!
Janice

I'm afraid the seven days notice they are required to give you includes postage, I would be surprised if when you look at the date of the letter that you did not receive this.

You can try and negotiate an acceptable date by contacting Capita by phone.

Gordon

Nothing on this board constitutes legal advice - always consult a professional about specific problems

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5 years 8 months ago #215061 by Janicedv2
Replied by Janicedv2 on topic PIP Assessor did not turn up!
The letter is dated 10th but received the text before? So yes I guess they will say 9 days even though not strictly true

Again shocking.

I’ve spent 2 hours on the phone this morning trying to sort out rearranging an appointment. I was told if I sent medical evidence to show that an appointment at a clinic wasn’t going to be appropriate then that would be taken into account for a future appointment. I pointed out that I’d already sent a two page drs letter detailing the fact I use a wheelchair or crutches at all times as well as other problems - and it has come to light that no one has actually looked at a supporting document! Suddenly they put me through to another department and I actually got an apology! so have made a complaint about that too and finally have been given a contact in the customer relations dept who is looking into this for me as well as the assessor not turning up yesterday - seems to be being taken seriously now there is evidence of omission!
I spent a few hours this morning ping ponging between capita and dwp and actually had a call back from capita to say they had given me wrong information and that my case was still with them not passed back to dwp.
I’ve kept capita and dwp informed the whole t way through and have sent all info to them recorded and got a good written log myself.

As far as assessor not turning up that is apparently being looked at internally at the same time as my evidence - but they ha e said something slightly suspicious - basically she said they will ask the assessor to give a description of our house to see if she could prove she’d been here - which she obviously hadn’t or o would have spent the last 2 days on the phone complaining about it!!! Doesn’t this seem to suggest she is saying she turned up but that we weren’t in/didn’t answer - which is a complete lie as I was in all day (like I am practically every day coz I can’t drive, live on a massive hill and use a self propelled wheelchair!) and after phoning them 3 times during the morning I followed it up with an email AND phoned DWP to let them k ow what had happened aswell.

To make it even more suspicious the helpline actually asked my partner for a description of the house when we first phoned to say the assessor hadn’t arrived, to help her find it!

I raised this to the customer relations lady this morning and she said that the assessor would not have had access to that info but seems a bit dodgy to me.

I will phone them all again tomorrow even though they said they would call me with an update today or tomorrow I just don’t believe them at all.

I will not let this go now, I am beyond upset and cross that they haven’t even ready my medical evidence that they have had for over a month that was basically my only hope to proving that I can’t walk and struggle daily.

Thanks for your response Gordon.

Any thoughts?

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5 years 8 months ago #215077 by Gordon
Replied by Gordon on topic PIP Assessor did not turn up!
Janice

Despite the GP letter that you have already sent, a wheelchair or crutches are not always seen as a reason to justify a home assessment, you really need a letter than unambiguously says that you cannot attend and why that is.

When you originally phoned about the assessor not attending, were you definitely told that one would not be attending Wednesday?

At the risk or of worrying you further Capita have form with this, see

www.benefitsandwork.co.uk/news/3745-clai...here-was-nobody-home

Gordon

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