Guide: How to make PIP contact you with email only - no letters, no calls, no face-to-face
I have just successfully got the DWP to promise that they will contact me by email only. That means no letters, no phonecalls, and no face-to-face assessments. If your disabilities mean that you can't take phonecalls or have any other difficulties with the communication PIP usually uses, email the address format.pip@dwp.gov.uk.
The magic formula to include in your email is:
- "I am writing to request a reasonable adjustment in communication." (that's the legal jargon for them meeting your needs)
- "I have [condition/s] and am defined as disabled under the Equality Act 2010." (that's the law that forces them to comply - you don't need specific diagnoses but can say e.g. "auditory processing issues" or whatever brief summary describes you)
- "Due to my disabilities I am unable to communicate with the DWP by phonecall [or give any other communication types or formats you can't do]." (be specific but brief, you don't need to explain exactly why this need follows from your disabilities as long as you state that it does)
- "Therefore, I need [your specific communication requirements] when communicating with the DWP." (tell them exactly what you actually need - for example, I said that I need asynchronous text-based communication such as email for both when the DWP contacts me and when I need to contact them directly. I specified that this includes assessments as well as any other contact about my PIP status or application.)
- "Please contact me to confirm that the DWP will [meet your needs as requested]." (always ask for receipts)
- "[Your full name], [your National Insurance number]." (make sure they can find your case)
Please share this information with anyone you think might need it! It's actually illegal that they don't already have it public alongside their phone number and postal address.
Comments
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does this email actually have the correct format ‘format.pip@dwp.gov.uk” I sent this email on Monday this week not received any response it’s now Tuesday evening, how long do they take to reply?
Dodie
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Yep that's the correct email address. It takes about a week to get a reply for me
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All very well and good but I specifically asked them to only communicate with me in writing yet they rang my home number, my carer answered as I was in bed ill and they absolutely insisted on speaking to me.
I felt so stressed and harassed but I took the call in fear of losing my benefits if I didn't.
They are absolute parasites of the highest order.
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Thank you for sharing this
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Thanks for this. Useful information 👍
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Wow, is this true? Does it actually work out?
I asked them multiple times if they can email me instead of post but every time they said no it's not possible as they don't have an email. What a brazen lie…
I wish I'd seen this post sooner as every telephone interaction with PIP/DWP has been horrific!0 -
Yes it really works. It's against the law for them to tell you they can't use email to communicate if that's what you need because of disability :(
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Does that even include the decision letters that they send by post? They actually can send those by email?
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Yes! I didn't actually need that but when I requested email instead of phonecalls they switched everything over. Now I get letters as PDFs by email and not in the post.
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That's… wow. I didn't know I could feel even more let down by PIP/DWP, but now I do. Why did multiple members of their staff lie to me over and over, telling me pointblank it HAS to be by post and there's no other option?
Thank you for letting us know about this! Presumably it hasn't hurt your chances of being awarded? Even for 'invisible' disabilities like mental health and neurodivergence?2 -
I'm so sorry they lied to you like that, but also not surprised. :(
It hasn't had any effect on the award (and again, it would be illegal if it did affect the award… not that breaking the law stops them in many other ways)
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Thanks for all your lovely advice here I was expecting a reply in a few days , it’s now Thursday evening and no response from DWP , these are civil servants who are paid by tax payers of the uk they seeem to have lost that understanding.
My next question is should I keep resending the email , everyday , every hour , every few days ?
Dodie
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I would email again in a week if you haven't had any reply. If they still don't reply after another week, then you might need to send a formal complaint (by post)
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I'm worried how this could affect Tribunal, as it's advised that it's usually better to attend a hearing yourself (by phone or video) rather than opt out of attending Tribunal at all. Presumably they could use it against you to discredit you if you attend Tribunal after telling them you're unable to communicate with them by phonecall?
It sounds like you've had an easier ride of it, being awarded from an entirely paper-based assessment? I'm not sure how realistic that is for many people? :(
And I have already had phonecalls with them, which were very psychologically distressing, but I still did them. I'm worried this could be used against me to discredit too, if I now say I'm unable to communicate with them by phone but they have 'evidence' (phone logs) to say otherwise. And sometimes it is just easier to ring them for a brief call. I wish there was nuance for them to understand that the long phone assessments are too psychologically distressing but a brief phone call from me to find something out is very different. :(0 -
Hi this is something i really could benefit from as my anxiety disorder stops me from speaking in the phone with anyone even family i literally dont do phone calls at all, how can i put a email across to them to be approved for this please? Do i need a letter from my gp to back it up also i have a performance measurement review assessment on 10th april not really sure what it is or why as iv not been sent any review forms my review aint due until next year anyway if i ask for this going forward will it affect that review?
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To whom it may concern,I am writing to request a reasonable adjustment in communication i have mental health conditions which is generalised anxiety disorder and social anxiety and i am defined as disabled under The Equality Act 2010. My anxieties do not allow me to communicate with anyone even family members without causing me severe distress over the telephone. I can provide evidence from my GP to back this up if need be and confirm i have these struggles. Due to my disabilities i am unable to communicate with the DWP by phone call without it causing me severe anxiety, distress and panic attacks i avoid all phone calls which impacts me in many ways with others in authority. Therefore i need the DWP to communicate with my by email only as this is the best approach for me to feel comfortable and also engage when i need to with out my mental health being impacted, i was also advised that all letters from DWP or correspondence can be sent by pdf format to my email address i need this in place please going forward. I specifically need asynchronous text based communication such as email for when the DWP contact me or i need to contact them directly this will mean for assessments and reviews, claim updates or anything else to do with my pip claim status. I need this in place so that i am able to communicate with DWP in a comfortable manner and not avoid phonecalls which could have a impact on my claims or on going communication. If reviews or assessments are not able to be done by email then i would like paper based assessments this is the only way i can engage without becoming distressed and psychologically overwhelmed. Please contact me back by email to confirm that the DWP will meet my needs as requested please. Many thanks
How does this sound???
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That looks great. You shouldn't need to provide evidence, and it shouldn't have any effect on your claim/review
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Thank u i have sent it thank u for sharing the help i will let u know when they reply x
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@TastyPermission can i ask what their reply was when u asked for it, did they try to call or did they email u back
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