Obtaining PIP Audio Recording Problems

Hello there,

I wanted to make everyone aware of an issue I've been having obtaining my PIP audio recording from Capita, to see if others have had the same problem and any advice on resolving this issue.

My telephone assessment with Capita took place on 6th February 2023 and as per the information in the leaflet they enclosed with my appointment letter, I asked at the very beginning of the assessment for an audio recording. The lady said that it was only the second recording that she had done, so it took her a few minutes to set it up, but she did and I double checked that it was recording before I told her anything. She asked me if I wanted the link through text or email and I said text and she told me I'd receive it after the assessment had taken place.

Hours later that day, I called Capita and informed them that I hadn't received it, to be told that it can take up to 24 hrs to come through.

The next day I called again asking where my link was, to be told that it can take up to 48 hrs to come through.

The day after that I called again and just after the call received a link by email and a password by text. I immediately tried to access it but got a message that the password is invalid. I called them straight back, was sent a new link and password and once again got the message that the password is invalid. I then called them a 3rd time that day only to be told that there are technical issues with the system that generates the links, they are aware of it due to an increase of similar calls to mine and were compiling a list of affected people who they would contact with a link once the technical issues have been resolved. I was told to leave it a week and to contact them again if I hadn't heard anything.

So today I contacted them again asking for a link to my audio recording once again. I told the man on the phone about the issues already and he said he wasn't aware of any list of affected people that they apparently were making. Furthermore, he said the link issue was an ongoing problem that was down to an outdated DWP system that didn't function correctly. He said the DWP were aware of this but weren't planning any fixes for it. He put in a request for me to receive a new link and it's no surprise that when I enter the password to gain access to it, I get a message saying that it's invalid once again.

On each occasion, Capita have offered to send me a hard copy of the recording, but I don't have a disc drive to play it on.

I personally made an audio recording of my assessment too by using the built in Voice Memos software on my iPad, just incase Capita messed up in anyway, but I did not inform them that I was doing so. This is why I am trying to get the download so if needs be I can use it as evidence.

I wanted to make everyone aware of the issues though so you don't rely on them making the recording for you.

Has anyone else had this problem?

Hello

You said that they have offered you a hard copy of your assessment recording on disk but you do not have a player to play it on. What i would do personaly is accept there offer of a hard disk copy then if I require to listen to the recording or to make a MP3 rip of the disk then I would invest in a cheap external dvd/cd writer/reader that can be purchased on amazon between £15 and £20 or if you have a friend or family member with a PC and dvd/cd drive/writer you could ask them if you could use it to make a RIP (convert audio cd to Digital MP3 File) of the audio cd. Atleast then you will have a copy if you need it which is better than nothing.

Final thing I would also do is to write a serious but polite letter of complaint to CAPITA explaining everything you have done in your post and how you feel you have been treated.

Kind Regards
Waxwing

Hello

Capita wouldn’t record my assessment also. My assessment was on the 7th Feb 23. Capita phoned me and the first thing I asked them was are you recording this like I asked. The lady from Capita told me that there was a technical issue and she couldn’t record the assessment. I then told her that this needs to be recorded as on the last two assessments the Capita assessor lied about everything that was said. They then made me an another appointment about ten days later which would be recorded, I record all my phone calls with PIP anyway I just don’t tell them until I want them to know. So ten days later they phoned me and they told me that they couldn’t record my assessment again, I was about to get another date for the next assessment for it to be recorded. Then I said to the assessor her name was Sue “let’s do it anyway as I wanted to get this out of the way”. We done the telephone assessment and at the end of it she apologised as she couldn’t record the assessment. I then told her that I have recorded the whole assessment anyway and if you want a copy I can send it to you.

I just got the feeling that they were never going to record my assessment purposely from the start

Hi Gary

The same assessor Sue phoned me back today 21st February. I wasn’t expecting a call from them and I found this unusual. She just wanted to clarify a few questions that I had already answered. Is this allowed?

Scott