PIP paper renewal form

Hi

I wonder if anyone can clarify the situation for me please.

My granddaughters partner was wared PIP in 2020 with an end date of February 2023. He has never received any form of renewal pack. He did however receive a letter regarding a video conference call with a health professional which due to technical issues ended up being a telephone call. The decision based appears to have been made solely on this. Obvious result no award given that communication and anxiety are part of his health disabilities.

DWP was contacted this morning and he was told that NO PAPER RENEWL FORMS ARE BEING SENT OUT ONLY TELEPHONE/VIDEO CALL ARE BEING USED TO MAKE DECISIONS.

I was not aware that the DWP has changed its policy and procedure in relation to renewal forms?

But I do not keep as up to date on the situation as I did when working and volunteering for an advice service so it is entirely possible that this is the case.

If what they were told is correct - paper forms not being sent out- then it is clear that a mandatory review of the negative decision is the next step but if it is not and was just said as an excuse for incorrect procedures then the mandatory review should be about the forms so I am unclear which step to tell them to take.

My concern is that if new policy is not to send out paper copies of renewal forms then a mandatory review would be inappropriate and waiting for the outcome would mean that the month time scales for requesting a review of the actual decision will have passed. I am aware that it is possible to ask for a late mandatory review but wonder if this would be accepted.

Any suggestions from anybody would be helpful.