Figures produced by the DWP show that just one in a hundred benefits tribunals is won because the claimant produced new written evidence.  Almost all tribunal wins for claimants are based simply on what is already in the papers and what the claimant tells the tribunal on the day.

The startling figures were revealed in a written parliamentary response to a question by Labour MP Marsha De Cordova.

MIMS Davies, DWP minister for disabled people, produced figures showing the main reasons for tribunals overturning DWP decisions at PIP tribunals between 2021 and September 2023 were as follows: 

  • New written evidence provided at hearing  1%
  • Cogent Oral Evidence  34%
  • Reached a Different Conclusion on Substantially the Same Facts 58%
  • Other 7%

The figures suggest that new written evidence is extremely rare and very seldom plays a major part in a tribunal’s decision to overturn a PIP decision.

Instead, in over half of all successful tribunals, the panel reaches a different decision simply by looking at the PIP ‘How your disability affects you‘ form, the assessor’s report and any other evidence submitted by the claimant.

In other words, the tribunal looks at what the claimant has written, looks at the assessor’s report and decides that the claimant’s evidence is more reliable.

In just over a third of cases, the tribunal is persuaded by what the claimant tells them at the hearing.  This is likely to be evidence that wasn’t in the ‘How your disability affects you‘ form.

But many people have difficulty completing the form and that is a large part of the reason for the DWP getting Atos or Capita to carry out an assessment, to gather detailed evidence.

So, why is it that the tribunal can ask questions and receive “cogent oral evidence” but the DWP can’t?  After all, appeal hearings are often shorter than PIP assessments and it is probably much more stressful facing an appeal panel of three people than it is talking to an assessor on the phone.

Is it possible that tribunals simply ask useful questions and listen carefully to the answers without prejudice. but most assessors do neither of these things?

Whatever the explanations, these figures should encourage claimants who are anxious about appealing a PIP decision.

Because you don’t need expensive medical evidence to win your appeal.  You just need to show up and answer the questions as accurately as you can.

You can read the full written answer here.

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    Viv · 4 days ago
    I called the number at 15:09 on Tuesday 07/05/24. I was on hold for 49 minutes before getting through to a person. I had just given the details they asked for when I was cut off. Extremely frustrating. I didn't bother calling back but I will have to.
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    Julian · 4 days ago
    Just tried to call. Got a disconnected tone after pressing option 5
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    Steven Bridge · 5 days ago
    Was on hold for 50 minutes before being disconnected. Re-dialled and was on hold for another 65 minutes before the call was answered.
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    Alex · 8 days ago
    I’ve been trying to get hold of them I have such bad anxiety speaking on the phone it takes it’s toll on me but I’ve been asking them about a back payment and got told twice I would have a phone call so do I just leave it because it’s quite upsetting that I have to ring if it isn’t degrading enough having to get on pip in the first place why then do I have to keep trying to nudge them for it ? 
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    Ad · 9 days ago
    So many people out of work yet I can’t get through skeleton staff..
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    Beth · 10 days ago
    I have called today over the last few hours and for a while it told me to call back after 2pm. Called back after 2pm and the automated message now says they do not expect lines to reopen today. Try again tomorrow!! We're overdue hearing from them regarding an appeal and can't even call them! 
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      R · 10 days ago
      @Beth I tried to call and got the same message as well. No mention of the reason why on twitter which I would expect as a minimum. Disappointing.
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    Disgruntled · 10 days ago
    No pip payment received with no indication anything is wrong ! Rang helplineover and over again to be cut off after 8/10/15 mins on the 7th occasion spent 92 mins on hold and then a voice said they where having problems and cut me off again ! This is a pip payment on behalf of my son who cannot ring himself as he is deaf ! It says at beginning call not to be rude to staff ! Chance would be a fine thing if they answered the phone ! Disgraceful! When is this going to be sorted as this helpline is for vulnerable desperate people !
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    Samantha · 10 days ago
    I've just tried to get through to the enquiries line three times, using two different options to hold for an advisor. I didn't even reach a queue - as soon as I selected my option it just cut me off completely. I have no idea how to contact anyone!!
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    Claire · 11 days ago
    I called Tuesday at 9.10am. Waited 28 minutes then it cut me off. Phoned back straight away at 9.40am, was answered after 26 minutes, problem was resolved.
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    CG · 11 days ago
    I called today (Tuesday). My call was answered after 21 minutes.
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    R · 12 days ago
    I called today 3 times. Twice it just hung up after ringing. Once I got a message saying the call can't connect. I'm used to sitting in a queue but how can their phone lines literally not work at all?
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    S edwards · 15 days ago
    Been on hold since 16.20pm still on hold 17.18 pm don't think they will answer as they close at 5pm 
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    Darren jones · 15 days ago
    I have rang 4 days now between Mon 22nd apr - Fri 26th apr,once in the morning and once in the afternoon.
    After 20 mins of being on hold each call I gave up.
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    Celine · 16 days ago
    Called today. Was on hold for 2 hours at which point I got cut off (or the phone line closed? I'm not sure).  I have been waiting since September for my pip review (previously my DLA award was indefinite) - it's getting desperate because without some kind of letter proving I have another year to go I can't get a new motability car and I'm guessing I can't even extend my existing one. Super stressful. Feel like 😭
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    Matthew Hall - London Irish C · 17 days ago
    Tribunal Representative here who formally worked for the Department.  I routinely need to call the Department but hold off on doing so unless it is vital.  A while ago, they established a separate route through the call system for checking on the progress of Mandatory Reconsideration Requests.  This worked quite well initially in that you could get throw quite quickly but lately even this service has completely broken down.  So we effectively have no way of checking by phone, no means of communicating electronically, and letters take weeks to respond to.  

    On a tangential note, I need to submit about a dozen reconsideration requests a month.  I enjoyed some success in submitting them to correspondence@dwp.gov.uk but after a few months of these being accepted, I was told that this was not permitted and I had to submit them hard copy, where they seem to have a concerning habit of receiving them at the Wolverhampton sorting site but not 'registering' them.  I would be very interested to hear if anyone else, especially organisations have experienced this?
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    Kirsty P · 19 days ago
    I phoned the PIP *helpline a week ago.  It took an hour to get to speak to an annual human being and about ten minutes to do what I phoned up for.  
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    ravenmiss · 22 days ago
    I've tried ringing them every day this week, several times and have either been cut off during or after the options, cut off whilst on hold or been on hold until they close and it cuts me off. I need an extension of a review form but it's just going to have to go in late with a covering letter. They're an absolute JOKE. 
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    Alex · 22 days ago
    Called yesterday from 15:02 to 16:27 on 18.04 to get my assessors report. After choosing 1 1 2 call dropped 5 times, when it finally connected i was on hold for 1h45mins before an automated message came on saying they are experiencing a technical issue. At the time I did not know DWP close at 5 so was just on hold for an hour after they were shut. Why the phone lines don’t close I do not know, I assumed maybe they take in people already queueing or something. Tried again today at 16:00, call dropped after 30 mins. 
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    C · 22 days ago
    Didn't get called back within 48 hours as they promised. Called again today, hour on hold, got through to someone...then the call was ended. I still need to talk to them but it feels impossible to get through. It's having a negative impact on my mental health and it's exhausting having to essentially take a day off specifically to try and contact them.
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    Mike · 22 days ago
    45 minutes yesterday and no reply. 25 minutes today and the same so gave up.  It appears the lights are on but no-one at home, A rubbish service.