DWP PIP claim processing time change, Digi Mart USA News (United Kingdom): The Department for Work and Pensions (DWP) has defended its decision to increase the processing time used to measure new Personal Independence Payment (PIP) claims from 75 to 120 days. Senior DWP officials faced questions from MPs over the change during a Work and Pensions Committee evidence session on November 4, amid concerns about the impact of lengthy waits on disabled people.
The Committee heard that 82.2 per cent of new PIP claims were processed within the department’s timeliness measure during 2025/26, compared with 62.4 per cent the previous year. However, MPs challenged whether the improvement gave an accurate picture of performance after the time allowed to process PIP claims was increased from 75 to 120 days.
Labour MP Rushanara Ali questioned why the department had changed the measure and raised concerns about the consequences for people waiting for disability benefits. She asked why the DWP considered the longer processing period acceptable when delays could have serious consequences for claimants.
Neil Couling, DWP Director General for Services and Fraud, confirmed that he had personally authorised the change after taking up his position in April 2025. He told MPs: “You are looking at the guilty man – I made this change.”
Mr Couling argued that the previous performance measure had been inadequate because it allowed the department to meet its target without ensuring that enough claims were processed promptly. He said he had introduced a 90 per cent target across major benefits within his area of responsibility, including Carer’s Allowance, Attendance Allowance, Disability Living Allowance and Child Benefit.
The DWP official defended the revised approach, arguing that performance measures needed to encourage staff to process claims properly rather than simply meet numerical targets. Mr Couling also addressed concerns about the length of time required to complete PIP assessments.
He told MPs that missed assessment appointments could contribute to delays, with some claimants unable to attend for legitimate reasons.
The department needed to take account of vulnerable people who might require additional time or support during the assessment process. Mr Couling argued that rushing assessments to meet performance targets had previously contributed to claims being closed inappropriately.
He said: “Vulnerable people will need more time. That is what we have allowed for in the target, to try to get the right culture in the Department.” He added that other cases were processed more quickly and confirmed that additional assessment capacity was being developed to cope with demand.
Ms Ali requested further information about cases where extended processing times could cause particular difficulties for claimants. DWP Permanent Secretary Dame Sarah Healey acknowledged the importance of understanding how the department responds to people facing difficult circumstances.
The hearing also provided an update on the wider programme to modernise PIP claim processing. Mr Couling confirmed that full implementation of the new PIP case management system remained scheduled for 2029, as part of the department’s health transformation programme.
He told MPs that the project was progressing through a limited testing phase, during which technical problems were still being identified and corrected.
The department intends to expand the system once officials are satisfied that it can operate reliably on a larger scale. People making new PIP claims should be aware that the 120-day measure is a departmental performance standard rather than a guaranteed waiting time for every application.
Some claims may be processed sooner, while others can take longer depending on individual circumstances and the assessment process.
