PIP telephone consultation for claimant with hearing loss. — Scope | Disability forum
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PIP telephone consultation for claimant with hearing loss.

rbz Community member Posts: 109 Courageous
Recently received letter from Capita regarding telephone consultation. Capita clearly know about my moderate to severe hearing loss and about my problems with communication over phone. 
Any tips/hints regarding telephone consultation?
For example my family member can repeat questions or write down questions on the paper and I will answer to questions once I clearly understand questions.
Any suggestions?


  • woodbine
    woodbine Community member Posts: 11,287 Disability Gamechanger
    they can be a little fast paced for someone to write the questions down the only suggestion I have would be to contact them and ask if the assessment could be done on a face to face basis and explain why?
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  • poppy123456
    poppy123456 Community member Posts: 52,192 Disability Gamechanger
    You can ring them to change it to a face to face assessment if that helps.
    I would appreciate it if members wouldn't tag me please. I have all notifcations turned off and wouldn't want a member thinking i'm being rude by not replying.
    If i see a question that i know the answer to i will try my best to help.
  • rbz
    rbz Community member Posts: 109 Courageous
    Telephone assessment (with my family member support) will be better for me, because face to face assessment too stressful for me.  
  • Jimm_Scope
    Jimm_Scope Posts: 2,318 Scope online community team
    edited October 2023
    I had a look on capita's guidance for telephone assessments and it states the following

    Who can join you at your assessment?

    We encourage you to have someone with you during your assessment. This could be a friend, family member, carer or support worker. They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion will be translating or interpreting for you, they must be over 18.

    So it should be fine from them to help you understand the question, for you to then answer yourself.

    Hope this helps @rbz and good luck  with the assessment :)
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  • yanni
    yanni Community member Posts: 88 Pioneering

    You can also ask for a video assessment if being able to see  the assessor would help you  understand what they are saying.

     You are also legally entitled to request a reasonable adjustment in the way the assessment is done.

     If you need a friend or family member  to repeat the questions to you on a telephone assessment, email Capita and explain you need this and so you may need a little extra time to reply to their questions. Ask them to confirm they agree to your request.  It is important that you say you are formally requesting this reasonable adjustment under the Equality Act 2010.  Capita can then only refuse a request if they can show it is unreasonable.


    For the assessment, good advice is to have a couple of  detailed real life examples where you have had communication difficulties. Rather than saying for example you can’t understand what is being said in a shop, give a detailed example of a time when you couldn’t understand what was being said in a shop.


    What happened? Why couldn’t you understand the shop assistant? Was there background noise? Was the speaker too far away from you? Was the speaker not looking at you so you couldn’t lip read? Where they speaking too quietly  or too fast for you to understand them? Did you have someone to help you understand what was being said? How did they help? If you didn’t have any help, what were the consequences of misunderstanding - left without buying what you wanted, bought the wrong thing, paid too much etc.

     I also made a list of times I had misunderstood what was said (and someone had to correct me)  and also times when I wasn’t sure what was said eg. I wasn’t sure if he said ‘ intensive course’ or ‘expensive course’.

     If you need to lipread make sure you tell the assessor as lipreading is not deemed a reliable way to understand speech and so does not meet the PIP reliably criteria.

    Aside from communication difficulties you can get points for needing supervision for washing and bathing if you can’t hear a smoke alarm without your hearing aids in (as you have to remove them to bathe or shower) and points for engaging with other people if your hearing loss makes you anxious or reluctant to engage with other people.

     You can also get points under Mobility for needing another person with you when following a familiar or unfamiliar route either because your communication difficulties means you wouldn’t be able to sort yourself out if something unexpected happened (diversion / early termination / cancellation / change of platform) or even just needing another person to help you buy a ticket or understand tannoy announcements. And /or you need another person with you to keep you safe because you don’t hear approaching vehicles and other hazards in time to take avoiding action.

     As with the communication difficulties, have a couple of detailed examples of when your hearing loss caused you anxiety or reluctance to engage with others and a couple of examples where your hearing loss caused you problems or safety issues when following a route.

     For the washing and bathing activity you don’t need to have actually had an incidence of not hearing the smoke alarm. The fact that you would not hear the smoke alarm if it went off is enough to get points in this activity.  


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