PIP - please help

Pauluk

Hi- applied for PIP with my support worker, I have physical and mental health issues (suicide attempt two months ago) - was due a home assessment Wednesday, the woman from Capita didnt show up, no calls, nothing. My support worker finally called up, to be told its been cancelled. 2 sleepless nights and worrying myself sick for nothing. Capita told my support worker that theyve re-booked it for next week, and its in another city, about 20 miles away. Im virtually housebound with anxiety and ill health, but theyre refused to budge, saying the first assessment (which they failed to attend) is counted as one cancellation, and therefore two arent allowed and I have to go to this one in another city, despite the fact that they gave me a home visit to start with, which they cancelled. Support worker has explained I cant travel, but theyre saying if I dont attend my claim will close.

Its just about driven me over the edge, I feel like I cant keep fighting with these people who dont care less about the anxiety they create to already sick people. The least they can do is give me another home assessment, and maybe apologise or offer some sort of explanation for not turning up - and now Im being punished for it, and I just feel so tired of fighting.

[Deleted User]

Hi Pauluk, it's appalling the way you're being treated. Common sense indicates that if Capita accepted the need for you to have a home visit in the first place, then you should still have a home visit to replace the one they cancelled. However, as the rescheduled assessment is next week there isn't enough time to make a formal complaint to Capita, or get evidence from your GP as to your inability to travel, without risking having your claim closed for non-attendance, so I wonder if going by taxi (with your support worker) would be the next best option for you? (Asking the assessment centre to approve/cover the taxi cost.) You could subsequently complain to Capita about the way you've been treated (using their complaints procedure) and if you're unhappy with the outcome, complaining to the Independent Case Examiner, and if you're still not satisfied, complaining to your MP who can refer your case to the Parliamentary and Health Service Ombudsman. I realise none of this helps get you a home visit next week, but Capita's failure to make reasonable adjustments for you could be considered discrimination so should be challenged. Maybe one more phone call from your support worker to them, stating you will make a formal complaint regarding their discrimination, might be enough to make them see sense?

Pauluk

Hi Katy
Thats what makes me despair - the fact that they agreed to a home assessment, didnt turn up, then just re-book it in another city and basically say if you dont go, we stop your claim. They did mention they'd maybe consider it with a GP letter, but I cant get an appointment with my GP until 3 days after the assessment (at the earliest) and even then they say they might consider it. When my social worker phoned earlier, the woman from Capita on the phone actually said his GP thinks he can travel, and my social worker said so you've actually talked to his GP? If I phone now they'll confirm you talked to his GP? And she backtracked and said thats not what she said! Its unbelievable - and they keep repeating that nonsense that them cancelling and not turning up still counts as 1 cancellation - so Im being punished because they couldnt be bothered to turn up or even have the courtesy to call and tell me its cancelled - its utter lunacy. I just so low again - and I hate the fact theyve made me feel like that, with dark thoughts. None of these Capita people seem to have an ounce of understanding or empathy, and to downright lie is disgusting.

[Deleted User]

Hi Paul hope you are ok? The only thing I can suggest might be a telephone appointment with your GP?
Could your support worker contact someone at Capita's HO?
Good luck

dreamylittledream

Sounds like Capita think the the OP cancelled the assessment rather than the other way around (the only one rearranged appointment rule applies for cancellations by the claimant rather than the provider).

If a DV was agreed then the replacement appointment should also be a DV.

Overall sounds like an administrative mixup - can the OP's support worker call IAS and maybe request a callback from a manager as this sounds more like a cockup then actual maladministration?

Pauluk

Hi thanks for the replies - I was with the support worker when she phoned, they just kept repeating that its a cancelled appointment, whether we cancelled or not! We werent even told it had been cancelled, I'd worried myself sick for nothing, and because they've gone ahead and re-booked it without asking then this is my second appointment apparently! Shes spoken to two different people at Capita and theyre just repeating the same thing.

Capita agreed to a home visit, I agree they should re-book it as a home visit, it doesnt make any sense not to! Unless their goal is to make it too difficult for me to attend and give up? Social worker explained about my mental health, my suicide attempt, there was no sense of understanding or empathy at all, just a girl with a robotic voice cheerily saying that the assessment counts as 1 cancellation and its tough basically. Im so tired of fighting these people.

Alice_Holt

Sorry to hear this.

Some suggestions?

Use the complaints prodecure:
http://www.capita-pip.co.uk/en/complaints.html
And quote the Equality Act 2010 - see below.
(Or ask your social worker to phone again and quote this at a Capita manager).

A Subject Access Request to get a transcript of the phone calls:
http://www.capita-pip.co.uk/en/complaints.html
(In case you need this evidence later to get your PIP assessment re-instated)

Ask your MP to intervene.

Unfortunately these steps will take too long to get the second appointment reschuled, but may help with the next stage of this incompetent Capita saga.

If you need a taxi to get to the next appointment Capita should pay, Could your social worker come with you?

Or there may be some ideas here:
https://www.rightsnet.org.uk/forums/viewthread/11542/#53409
(EA refers to the Equality Act - In the case of disability, service providers are under a duty to make reasonable adjustments to their workplaces to overcome barriers experienced by disabled people.).