Pip/capita issues

angie610m

Hi,

I sent my review for pip March 2023. In Feb I heard that I was being called for assessment. 1. First was a f2f that I cancelled, 2. A video was made but too early for me. 3. A telephone was booked that they cancelled. 4. A paperbased was attempted... 6 weeks later... another letter for a video at 8am (already put in complaints about the time). Then they changed video date and time. Then I asked is it recorded? However video assessments are not recorded so I have no idea why they put me in for one. I've tried 3 times to change it. However, I had support set to attend the assessment. They called Capita yesterday and said would be same time/date as video but will now be a telephone. I was not sure on this so called them to see if this was true. Apparently they cancelled the video, told support same day/time as video, but then changed it to a Saturday (support only works Mon to fri)... and then they've changed it yet again to Monday 29th April. But support was set for Tuesday 30th April and they've messed me around so much.

Above I mention about times. I cannot get up before 11am, cannot take tablets before then. And they were sending me 8am, 8.30am and 9am appointments. When I've told them I need afternoon only.

I have fibromyalgia, hypermobility syndrome, severe ibs, asthma, a knee that failed to recover after an op and depression. I know it's about how I can manage day to day not my conditions. 

I get nervous on phone and hate long conversations. And I've never had a telephone assessment. So I'm anxious about it.

Anyone had similar issues? Anyone have any advice on the telephone call? Anyone know what I can do with all the mess about? Each time I complain they respond and never answer to what I'm complaining about, like they've misunderstood or brushed over it. 

Albus_Scope

@hi @angie610m I'm so sorry to hear they've been running you ragged, that's very unfair of them. I'm glad you've complained though. It's worth putting in a formal complaint with the DWP as well as with Capita.  Info can be found here about it. 
 With regard to the assessment itself, I always make sure I have all the important bits of information I need to get across to them done as bullet points. That way if the anxiety really kicks in, you'll still have your notes there to help you. Just breathe, take your time, take breaks if needed and try to relax a bit.  Will you let us know how you get on please? 

angie610m

@Albus_Scope thank you. That is very useful. It hasn't been an easy process at all with them. 

Of course I'll update how I get on. Thank you for the info too.

angie610m

@Albus_Scope I had my pip assessment today. She was a nurse. She understood my conditions and even asked had I been tested for EDS. I haven't but my bro has hypermobility syndrome too so there is a genetic link.

I am tired after a 1.5 hrs assessment. And I was nervous and slurred and got words mixed up. I wasn't rushed and didn't ask any questions on how my daily life is affected.

She did ask 3 trick qs. 1. Do I have pets? 2. Do I drive? 3. Did I do my exams at school? I left school 24 years ago. Been on pip since 2015 so no relevance. However, she seemed to thoroughly listen and it was confirmed by herself and DWP today I had 200 plus pages of evidence from my past 2 assessments, to recent. However, neither understood why Capita failed to do a paperbased assessment as I had a lot of information. 

I wasn't sure whether to post here or, make a new thread. 

angie610m

@woodbine I wouldn't say there isn't. What I mean is they asked me a question on if I did my exams at school. I left school 24 years ago... there was no relevance. And I didn't have health issues then. Well I was born with hypermobility syndrome but wasn't aware until 2014. 

poppy123456

200 plus pages of evidence?? Blimey! That’s an awful lot for them to read. Less if very often more. 

angie610m

@woodbine not really. I did ask why she asked about school exams and asked if I was diagnosed with dyslexia but I hadn't. I don't have learning difficulties only maths as cannot understand numbers. But was no relevance to my conditions. 

angie610m

@poppy123456 I haven't sent 200 pages. Well I have but not at once. It's pages from my first assessment I'm 2015, and evidence, also my assessment from 2017 and evidence. And then my form from last year and evidence. So this isn't just 200 pages from this time. It was on their file to go through all of it. 

angie610m

@poppy123456 also I want to note I noted that as Capita failed to do a paperbased due to a lack of evidence. How, when there is 200 plus pages on the system with regards to my health? 

angie610m

@woodbine well this is the thing.

2015 I had an assessment at home.
2017 paperbased.
This time they've messed me around. But they tried a paperbased and said they didn't have enough evidence. But DWP and the assessor said I had.

angie610m

When I say messed me around sent me every assessment type, wrong times and ignored noted after a complaint that was made by the complaint manager... 

angie610m

I put my complaint in on this. They said I never requested a recording. When the first time I mention it is in the PIP form. And when I contacted Capita for the first time they knew I wanted it recorded. Yet, their complaints handler said I didn't request one. They did not respond to the rest ad they seemed to put blame on me. Like I'd told them that I don't do calls before 11am. In the end they gave me a 4pm assessment. Which my fibro and fatigue was set in. They assumed I could communicate every day well. When I cannot. I was tired, coughing and got snappy with the assessor. I was groaning in pain too. Yet in the report I wasn't doing any of the above. Even though it was recorded they still made things up. And in response to complaining that I had support set, they were trying to fob off and say that my support wasn't someone who was helping me from an agency. And tried to say that it was a friend. My support was from Mind (now Oasis) and a benefit advisor for them. They are not great with responding to complaints and it was just a fob off. They don't take any responsibility. The whole process made me unwell.