PIP Telephone Assessment
After panicking, I investigated Textphones, and discovered an app from BT regarding their relay service that I can use on my computer. Has anyone used this? My hearing and speech isn't affected, but expressing myself, and verbally getting my thoughts out coherently is difficult. (Imagine the words/ideas are in a pepper pot, and shaking it means they come out in a random order.) Could I still request to use a relay service? The phone would be more stressful than face to face, but text would be ideal as I could could get my thoughts in order.
Comments
-
Thank you, that's very helpful. I've already complained to the DWP that the telephone isn't a suitable method of communication for me. They agreed to set up an email address I could use, but that hasn't happened. I've downloaded the computer app for the text but have no experience of it, so that makes me anxious. As I understand it, if someone calls me (using the prefix) then as long as I have the app running, it should all sync up.0
-
Thanks. I've spoken to them via text but they refused to accept an assessment via text relay so they're going to get back to me.0
-
Hi @JeffreyDriver, I'm glad other members have been able to support you here. Did the say why they were unable to accept it?
I just want to say welcome to the community and please do let us know how you get on.
0 -
I have not had my assessment yet as they completely refused to allow it via text relay. They made lots of excuses, saying that they haven't found a suitable text relay system. The person I spoke to repeatedly had to go on hold for ages to speak to someone. I quoted a line from their letter "Please inform us as soon as possible if you need to have the assessment conducted through the text relay service" and I was again put on hold and when they came back with "it's not like were trying to breach any equalities act were physically not allowed to do them at this time."
This back and forth went on for a while, and I even have the text relay transcript. I personally believe that the fact that you get a transcript of a text relay call is why they are so resistant. I told them I would send a formal complaint.
So I contacted the text relay service with a few questions based upon the excuses I was given.- Is there some sort of time limit on text relay calls?
- Can you guarantee availability of at least an hour?
- Can businesses and government departments use your service?
- Are there any sort of limits to be aware of? E.g times of day?
- Is there anything that would mean your service is unsuitable for a telephone PIP assessment?
The text relay team got back to me really quickly.
"The length of the call is not restricted on the length, the Relay Assistant will stay on the line for as long as the call is in progress. All types of calls are handled by the Relay Service, varying government calls, banking calls to personal calls etc. Any type of calls that are made by hearing people can be made through the Relay Service. There are no restrictions or limits of when the service can be used, the service is available 24 hours a day, 7 days a week, 365 days a year. Many telephone PIP assessments have been handled through the Relay Service. Although they may take slightly longer than a normal call due to the Relay Assistant typing the information. However, this does not affect the assessment."
Before the end of the day I received a text saying that my appointment was cancelled and postponed for an indefinite period.
My assessment is with Independent Assessment Services (Atos).
I'm going to follow up my complaint and inform them that no matter what form my assessment takes I will be recording it.1 -
As I understand it, they just call me using the prefix 18002. They don't need any special equipment or software. As for safeguarding, I don't see how that applies. Relay Assistants must agree to some code of conduct, either way it's not IAS's issue.0
-
Hi @JeffreyDriver sorry i know this is an old post, could i please ask what was the outcome of this situation please?
0 -
No problem. Shortly after standing my ground and continuing to insist on using Relay, I received a letter informing me that my PIP was being renewed. I didn't need to have any sort of interview. In 2023 I received a letter stating that my PIP was up for review again. Very stressful! But, just the other week it was granted again without the need for an interview.
1 -
Thank you for your fast reply. I'm wondering what the situation would be on a first time applying. I've requested an assesment using relay uk but they told me they don't/ can't use that service. I don't really want a paper based assesment either as i feel it could go against me. Currently they're going to get back to me regarding if i can have a paper baded assesment but said i still may need to do a face to face or phone assesment.
0 -
I don't really know what to suggest. If you're being told you can't have an assessment via relay, they are lying to you, just as ATOS did to me. Stand your ground. Maybe quote the response I received from Relay"
"The length of the call is not restricted on the length, the Relay Assistant will stay on the line for as long as the call is in progress. All types of calls are handled by the Relay Service, varying government calls, banking calls to personal calls etc. Any type of calls that are made by hearing people can be made through the Relay Service. There are no restrictions or limits of when the service can be used, the service is available 24 hours a day, 7 days a week, 365 days a year. Many telephone PIP assessments have been handled through the Relay Service. Although they may take slightly longer than a normal call due to the Relay Assistant typing the information. However, this does not affect the assessment."
Would you prefer a face-to-face assessment over a paper one? Tell them what type of assessment you need based on your needs. Let them know you'll be recording it, too.1 -
Thank you for you detailed response. My first choice would be through relay which when i applied for PIP i done it through the relay system no issues, and when ringing the assesment service to say i can't attend my face to face appointment there was no issues too.
Currently they are just going through my medical records to see if that backs up my request to have a paper based assesment which i don't really want but is still better then a face to face for me.
I do believe they are hesistant to do my assesment via relay because they know it'll be recorded already.
Thank you for your advice i'll await to see what they say and i will fight it. I did get advice from someone else who said maybe contact my MP. I'm sure it would come under the equality act 2010. They really don't make things easy.
0 -
Is there any reason why you don't want a paper based assessment? So many people would do anything for that so I find it rather odd that you would prefer not to have one.
2 -
Hi Poppy,
I would just like the oppurtunity to fight my corner i guess. I'd feel abit defensless on just a paper based assesment. I would have thought a paper based assesment is the weakest type of assesment to have to stand a chance?
Thank you.
0 -
It's by no means the weakest. The time to fight your corner is when filling out those forms. The assessment itself is extremely stressful for most people and if you can avoid that, then it's better for everyone. Paper based assessments are rare but possible and I've only ever heard of a few people being refused from this and I've been here for coming up 7 years.
If awarded, you may not get the award you think you maybe entitled to but this happens with all assessments. Even more so if you don't fully understand the descriptors and few people do.
1 -
Thank you for your reassurance, i guess i just worry alot, it all feels an uphill battle.
Hopefully i hear back in the coming week what they decied to do as i was left abit confused from what they said i don't need to do anything my end they will sort it themselfs on what assesment best suits my needs.
0 -
sorry for butting in but i have to agree with poppy i was lucky to have had a paper based assessment start to finish took a month with no hassle good luck with whatever you decide
2 -
Hi, No need to be sorry, it's great to hear other peoples views as theres so much conflicting information online. I love this website, i don't have anyone to turn too and this website feels like a family.
Unfortunatley it seems it's out of my hands what they decide. But i'll keep my fingers crossed 🤞
Thank you
1 -
Hey all,
I'm having the exact same problem. The only reasons they've given so far is 'it will take too long' and 'could be someone else typing for you'. Which surely is what would occur if I was to have an appointee? Also, the textnumber is linked directly to my own mobile and they ask security questions too don't they? The next thing they want to do is send someone to my house. Not even to assess me, just to determine if I need an appointee. This has been over a YEAR of fighting with them and I cry every time I have to do something regarding it
0 -
@Lozzaaxoxo Hey, i have litreally just came off of relay uk to them.
They rebooked me from a face to face to a telephone appoinment. So i contacted them to ask again will i be able to use Relay UK on my phone assesment they said no then the women working at relay uk spoke up and asked why without me even typing anything. She went above and beyond and stuck up for me. Apparently they have sent me a letter regarding a refusal on why they won't give me a paper based assesment without even contacting my Dr. And that my assesment will be sent back to the DWP and gave me a number to contact them on. I said surely this goes against the equality act 2010 and that i feel discriminated against but he didn't really have anything to say against that and that i should just contact the DWP as them using relay uk is something they simply don't use. So angry and so confused now my heads all over the place. I made sure i said i'm not refusing an assesment i'm just requesting can it be done via relay UK i give up. I
0 -
How can they advertise Relay UK to do everything from starting your PIP claim, to contacting them re.enquiries, to just turn around and say 'nope'? Why even bother making reasonable adjustments the entire way them denying it? Don't give up! Relay UK is used as it's literally on every single letter they send! I'm going to raise a complaint. I also called on 29th April to request my info to be sent to me about my application (to start this complaint). They haven't even bothered to send it I don't think, as 2nd class post surely doesn't take over a month!
1 -
Thank you, a complaint will be my next step too although another very daunting task! I'll await this letter they have apparently sent and go from there. 29th April? 100% you should have recieved that back by now. I'm suprised theres no email address that'll be a faster way to contact / respond and send any attachments needed. I have used a website called resolver in the past. Very helpful in raising complaints so might be worth a look at yourself?
0
Categories
- All Categories
- 14.9K Start here and say hello!
- 7K Coffee lounge
- 81 Games den
- 1.7K People power
- 102 Announcements and information
- 23.5K Talk about life
- 5.5K Everyday life
- 282 Current affairs
- 2.3K Families and carers
- 857 Education and skills
- 1.9K Work
- 501 Money and bills
- 3.5K Housing and independent living
- 1K Transport and travel
- 865 Relationships
- 253 Sex and intimacy
- 1.4K Mental health and wellbeing
- 2.4K Talk about your impairment
- 858 Rare, invisible, and undiagnosed conditions
- 916 Neurological impairments and pain
- 2K Cerebral Palsy Network
- 1.2K Autism and neurodiversity
- 38.1K Talk about your benefits
- 5.9K Employment and Support Allowance (ESA)
- 19.2K PIP, DLA, ADP and AA
- 7.6K Universal Credit (UC)
- 5.5K Benefits and income