Experiences, expectations and understanding of the Personal Independence Payment (PIP) Award Review process

This study seeks to better understand your views on the Personal Independence Payment (PIP) Award Reviews process.

About the study

The aim of this study is to explore PIP customers’ expectations and experiences with the Award Reviews process. PIP is a form of financial support that helps with the extra costs arising from disabilities and long-term health conditions. Most PIP awards will be subject to regular reviews at set intervals to ensure the correct level of support is provided. These are known as PIP Award Reviews. The Department for Work and Pensions (DWP) has commissioned the National Centre for Social Research (NatCen) to carry out this study on their behalf.

Your participation is:

  • Voluntary – you don’t have to take part if you don’t want.
  • Confidential – your identity will not be linked to your answers. Your answers will be combined with other people’s and not shared individually with DWP.
  • Not linked to your dealings with DWP and will not affect your PIP award.
  • For research purposes only.

The research aims to understand:

  • PIP customers understanding of Award Reviews.
  • What PIP customers expect from Award Reviews.
  • How PIP customers experience communications from DWP ahead of Award Reviews.
  • Whether PIP customers’ expectations match their experiences of Award Reviews.
  • How DWP could provide better support, information and guidance to customers with upcoming Award Reviews. 

As part of this study, a randomly selected group of people receiving PIP have been invited to complete a questionnaire about their expectations and experiences. Some participants may also be invited to take part in a follow-up discussion with NatCen researchers.

Who is carrying out the research?

The research is being conducted by NatCen.

NatCen is Britain’s largest independent social research agency and has over 50 years of experience working with charities and government to understand public views on important issues.

The research is being done on behalf of the DWP. However, NatCen is an independent research organisation which operates separately from DWP.

NatCen will conduct the survey, analyse data collected, and write a report outlining the findings for the DWP.

What are the benefits of taking part?

Your feedback will help DWP understand the expectations and experiences of PIP customers at different stages of the PIP process.

You will help shape how DWP communicate about the Award Review process and how they support customers like you through the process in the future.

As a thank you, you will receive a £10 Love2shop voucher, which can be used in many high street shops.

What does taking part involve?

The survey will ask about three main things:

  • Your awareness, expectations and experience of the PIP Award Review process.
  • Your suggestions for how the Award Review process can be improved.
  • Your health and well-being.

Please note:

  • Taking part or receiving the voucher will not affect your PIP or any dealings with DWP.
  • DWP will not know whether you have taken part.

Why have I been selected to take part?

The DWP has suggested that we contact you because you are currently receiving or have previously received PIP.

In this context, we would like to hear about your expectations and experiences of the PIP Award Review process and how it can be improved to better meet your needs.

The DWP can lawfully share PIP customers' data with a trusted research agency like NatCen to carry out important work that benefits the public.

Do I have to take part?

You don’t have to take part if you don’t want to. You can contact NatCen either by phone on 0800 652 0201 or by email at PIPResearch@natcen.ac.uk if you would prefer not to be contacted about this research again.

Your decision whether to take part will not affect your dealings with DWP, either now or at any time in the future.

Is the study confidential?

Yes all information provided will be treated in strict confidence under GDPR (2018).

  • Personal details are securely held by NatCen and not shared outside the research team.
  • Data is used solely for research purposes — not for marketing or other uses.
  • Responses are anonymised; DWP cannot identify individuals or households.
  • Data will not be combined with information held by DWP or other government bodies.
  • NatCen will delete personal data within six months of the appointment.
  • DWP and NatCen are joint data controllers; DWP defines the purpose and legal basis.
  • NatCen processes data under its public task as the lawful basis.
  • All data is securely managed and kept confidential.

For more information on how your data will be used, visit the privacy notice.

Do I have to complete the survey in one go?

No. The survey should only take between 15 minutes to complete. You can take breaks and complete the survey at your own pace.

If you’re completing the survey online and want to stop at any point, the survey will save automatically. Once you’re ready to continue, enter the same link you used to access the survey, then enter the same access code and you will be able to continue.

If you’d prefer to complete the survey by telephone and need to take a break, let the interviewer know and they will either arrange a break or call you back later.

What happens if the survey times out?

To protect the confidentiality of your answers, the questionnaire will close if left for an extended period of inactivity. Your answers will have been saved so you can log back in by using the link in the letter.

I have completed the questionnaire, but you contacted me again to remind me.

Thank you for taking part! It might be that you completed the questionnaire after we had checked our records. We apologise, but we will have safely received your answers, and you will still receive your voucher.

Contact us

If you have any questions, please contact us on PIPResearch@natcen.ac.uk or call us free on 0800 652 0201. If you wish to contact the DWP about this study, email htp.research@dwp.gov.uk.

Further Support

If you've been affected by issues raised in the survey, here are some helplines, click here.

Private notice

To read more about why and how the personal data (also called personal information) you provide is being used, visit the privacy notice.