PIP Application: Behavioural Insights Study

Share your views on the Personal Independence Payment (PIP) Application process.

About the study

The aim of this study is to explore people’s views, expectations, and preferences in relation to the PIP application process, as well as views about completing the application online. PIP provides financial support for people with disabilities or long-term health conditions. 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 any benefits.
  • For research purposes only. 

The conversation aims to understand:

  • Your thoughts about the current PIP application process.
  • How the process could be improved.
  • Your thoughts on completing a PIP application online.

Your answers will help DWP improve the PIP application process in the future. As a thank you, you will receive a £40 Love2shop voucher, which can be used in many high street shops.

Who is carrying out the research?

The research is being conducted by NatCen:

  • NatCen is Britain’s largest independent social research agency.
  • NatCen 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 operates separately from DWP.
  • NatCen will conduct the conversations, 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 experiences of people with disabilities and health conditions who apply for PIP:

  • You will help shape how DWP improve the PIP application to support customers through the process in the future.
  • As a thank you, you will receive a £40 Love2shop voucher, which can be used in many high street shops.

What does taking part involve?

The study involves a 60-minute conversation with a NatCen researcher. The conversation will be focused on three main things:

  • Your thoughts about the current PIP application process.
  • Your thoughts on some government website pages and call recordings that will be shared with you during the conversation.
  • How the application process could be improved

Please note:

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

Why am I being asked to take part? 

Our partner research recruitment agency, Criteria Fieldwork, has found you to be eligible to participate in the research. 

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 4569 or by email at pip2digital@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 conversation.
  • 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.

Contact us

If you have any questions, please contact us on pip2digital@natcen.ac.uk or call us free on 0800 652 4569. 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 conversation, here are some helplines. 

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.