PIP Application telephone interview

[Amdrew]

Last Wednesday I received a call from a person from the DWP saying that they only received half my application for PIP benefit, and wanted to do a telephone interview with me over the phone, the person that call had a very very difficult acent to understand, which I'm guessing was African and I had to ask him a number of times to repeat what he was speaking about and to slow down as portions of his information and questions were spoke like the TV advert terms and conditions advert at very fast speed.

At the end of the conversation it was agreed I recontact the citizens advice to send a second copy of my application and hospital letters from my orthopaedic surgeon and left it at that.

Today the same case handler person from the PIP office called again and after some minutes we established he received a second copy of the completed application and medical letters from the citizens advice office who helped me complete the form as I have dyslexia as well as chronic lower back hip & leg pain and nerv damaged foot.

Again I had to ask him a number of times to slow down and repeat what he was speaking about and slow down again, at the end of his telephone interview he apologised for the communication difficulty.

If the PIP application turn out negative can I request an appeal regarding the case workers having difficulty speaking English and receive a copy of the recorded discussions.

Thanks.

[cyberbarn]

There are certain things you can do if the PIP application fails. The first is to as for a mandatory reconsideration. There are details about that here:

citizensadvice.org.uk/benef...

If that fails then you can go to tribunal for an appeal.

citizensadvice.org.uk/benef...

So while there is no specific appeal due to communication difficulties with the operator, there is a process of appeal that you can follow.

I hope it doesn't come to that though!

[Amdrew in reply to cyberbarn]

Thanks the link is appreciated,

can I ask for a copy of the telephone discussion which I was told was recorded at the beginning for training and security purposes.

the thing that genuinely concerned me are the person who tried to speak and interview me described himself as a claims handler.

I asked a number of times he spoke more slowly and clearer because of his accent, and the interview was nearly stopped twice because of his poor english, he began asking for more information about my condition in broken English when there was a detailed medical report provided by the spinal surgon who gave me my recent operation.

also if I could drive and was the car a manual or automatic and how frequently I used the car, but somehow couldn't inform me if he was a medical professional or not.

And began apologiesing at the end because his poor English.

Many thanks.

[cyberbarn in reply to Amdrew]

I believe there are two different types of people, those that are call handlers, and those doing the actual assessments who are trained healthcare professionals. So it could be that the person you were speaking to was just the call handler asking the questions rather than the medical professional making the decisions.

However, in this time of covid-19 who knows what is going on!

It could be that if this was a lay call handler they were just asking information off of a script rather than assessing the information and asking for more information. Or it could be that the DWP are so desperate for people to work for them they are hiring people who have poor levels of spoken English.

I would wait until you get the letter saying whether you have been awarded PIP or not. If not then you have the specific channels to go through, namely the mandatory consideration then if that fails the tribunal.

In the mean time it might be worth joining Benefits and Work. They are independent and publish the best guides to ESA/PIP/UC.

benefitsandwork.co.uk

[Amdrew in reply to cyberbarn]

Much appreciated,

Thank you

[Painny in reply to Amdrew]

If I were you I would call DWP and ask to be interviewed by somebody else. I have also issues with energy supply companies and broadband. When I call their customer services I end up talking to different people in so many different countries whose English I do NOT understand and I lose the will to live. It is not their fault but they need to get someone who can break the barriers. A broken English can sometimes elevates that barrier.

Good luck 🌟

[Amdrew]

Wow, what a completely unhappy person you are, perhaps you should read what I wrote and was asking again.

clearly you have the mindset the individuals are not allowed to question or god help them have an opinion anyway different from you what so ever,

As I wrote, (if I can obtain a copy of the telephone interview recording) this WILL clearly show the claims handler oppologizing for his poor English, but am confused why a Scottish person has to struggle to understand a individual whos first language is clearly not UK or being multi lingual like yourself.

Being someone who's used and advised a number of people on this website over 6 years regarding specific medical conditions I've had for over 35 years can I suggest you keep you politics and statements to the type of people you usually vent you tripe and rage at.

Please don't feel a response is required and have a pleasant weekend.

[Batty1 in reply to Amdrew]

Wow, your rude ! She is concerned about this interviewer maybe not being a legitimate pip person or being rejected because she was unable to understand his line of questioning. Thats my take away from her conversation here “not unhappy” and yes you directed her but she just needs to be reassured not snapped at and talked to like a child.

People come here for help/understanding not to be talked to like a child!

[Amdrew in reply to Batty1]

I've worked with and shared a house 7 days a week for 2 years, and hundreds of miles from home with some guys from hydrobad india, who have invited me to there family gatherings and a wedding to be called a racist and xenophobic, and who I know would advise the other individual there accusations were false.

[MSTKing]

The application once it goes to PIP goes to two places, which might explain the confusion. The first call could've been from someone new to the job.

I don't think you could appeal on those grounds, you would need to show they made a mistake in terms of the indicators in the daily living and mobility areas, though it wouldn't harm to put it with your appeal and to say that you don't think the assessor on the phone understood your answers etc.