Watch the video summary and read the notes below. The first actions to undertake are requesting the PIP claim form, identifying relevant supporting evidence, discussing use of a diary, selecting diary components, and perhaps booking the future form-filling appointment. Watch the video summary and read the notes below.

Some claimants may already have the form, so the time period available for diary completion will be shorter.

1a. Pre-requisites

All the actions on this page are led by the advisor. Prepare the necessary Materials in advance of the first discussions with the claimant.

1b. Register the claim

Review the eligibility criteria listed on the DWP website with the client and check they have all the information the DWP will request during the registration telephone call. Help the claimant call the DWP. If all is in order, the DWP will post the paper PIP form (usually to the claimant’s address).

1c. Identify supporting evidence

Apart from considering making a PIP Kit diary, the period between requesting the claim form and a future appointment with an advisor to complete the form can be usefully used to gather together existing supporting evidence, and obtain other evidence which may help support the claim.

Try identifying what evidence the claimant has already. Try to get an overview of their conditions as that may give a clue to what supporting evidence may exist.

When there are missing forms of evidence, ask the claimant whether they think they might be able to obtain other documents, and discuss how they might do this in the timescales available.

1d. Diary selection

Discuss with the claimant whether they would like to record a brief diary over the next days/weeks to help provide information for the form-filling appointment. Show them that this can be a simple “paper card and sticky dot” exercise or they can use an online form if they prefer. Mention that they could take some photos if they want and decide next time whether they want to show them – typically pictures of rooms or aids, or places around home their conditions cause particular difficulties. Offer to provide the pre-prepared camera (see Materials).

The claimant’s health conditions or disabilities may be known through the discussion of supporting evidence, but if not discuss these with them now. The idea is to think about which 2-4 modules, in addition to the optional camera, from PIP Kit would be most relevant and likely to be completed from:

  • Good and Bad Days
  • Going Out
  • Toilet Problems
  • Washing/Bathing Problems
  • Falls, Fits, Seizures, Harm
  • Medications/Treatments
  • Eating Problems.

For example, if their conditions vary day to day, “Good and Bad Days” would be a useful choice since it can be used with every section of the PIP form to discuss what difficulties occur with each assessed activity. Most claimants should only have 2 or 3 diary cards given to them.

Write the supporting evidence to bring on one card, and if agreed other supporting evidence to try to obtain on another card (see green and red cards respectively in Materials). Attach those to the selected diary modules if using the paper version, and if using the camera the blue cards detailing what to take photos of. Write on those any aids which the claimant has mentioned and add “other” if there is space, and for the rooms always put “kitchen” and “bathroom” but ask if there are other problem places.

If the claimant prefers the online option, give them a card with a unique URL just for their own use (see Materials), and configure that form to match the 2-4 daily questions (e.g. by deleting unused questions from a template form).

Try asking the claimant to start the diary today, by adding dots to the cards for now or completing the online form (perhaps using their own phone, or the agency’s computer).

Provide the claimant with the additional information sheets (see Materials) and discuss how to put all the parts together (e.g. box, bag).

1e. Book future appointment

It may be useful to book the future form-filling appointment at this stage, or alternatively ask the claimant to get back in touch once they have the paper form to arrange the appointment. Booking too far in advance may mean the claimant forgets about the appointment, and it is also possible the paper claim form does not arrive from the DWP, or the DWP request additional information (e.g. identity, residency).

If booking now, agree the best way to provide the appointment date, time and venue to them (and there is a paper card in PIP Kit to record this), but other options like SMS and email or some existing appointment card may work, and whether/how to send a future reminder if booking now. Organisations may have their own systems in place for reminders. While discussing appointment reminders, it may be useful to offer diary completion daily reminders if those can be provided and the client wants them.

The claimant then takes away the PIP Kit diary materials to undertake the Diary Completion themselves.

Step-by-Step Guide: 1. Initiation | 2. Diary Completion | 3. Form-Filling