Video Relay Service extended to PIP

DWP has extended the trial of the Video Relay Service (VRS) to include the Personal Independence Payment (PIP) telephone lines.


The VRS pilot was launched on 6 January 2016 and offers deaf and hard of hearing claimants more choice in how they communicate with DWP. It has been welcomed by organisations representing people with hearing loss.


From 25 April the trial has been extended to PIP enquiries, PIP new claims and reassessments and Special Rules for Terminally ill (SRTI). 


The service is accessed via the relevant link on GOV.UK and enables British Sign Language (BSL) users to make BSL interpreted video calls via their tablet, smartphone, computer or laptop.

Users are connected to a professional interpreter by video link, who relays what they are saying to a member of DWP staff.    

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When you make a call via the VRS to claim PIP, it would be useful to have the following information ready.

It will speed up the call and make the claim process easier for you.

If you don’t have all this information you can still call to start your PIP claim.


•       Your National Insurance number and date of birth

•       Your full address including postcode

•       Full address, postcode and phone number of your GP surgery

•       Full work address, postcode and phone number of any other health or social care professionals that support you

•       Your nationality or immigration status

•       Details of time spent abroad, if you have been abroad for more than 4 weeks at a time over the last 3 years

•       Your bank or building society details