Benefits and how to claim

We have created factsheets (see list on the right) to give you an overview of the different benefits available for claimants with a disability or their families or carers, and we also explain how to make a claim.

We have also created factsheets explaining the benefits available to children and young people, older people and the benefits available to working age people – Universal Credit (UC), Employment Support Allowance (ESA) and Personal Independence Payment (PIP). There is also a factsheet available to download about Carers Allowance – this is called ‘Help for Carers’. 

To find out more about benefits from the DWP Click here

NEW information about ESA for 2017

Since the introduction of Universal Credit you will need to make a telephone claim for ESA by using the phone lines set up for UC, even if you are claiming a contribution-based benefit.  They call this ‘new style ESA’.  If you live in a UC ‘full service’ area (at the moment this is just Great Yarmouth and Lowestoft Jobcentre areas, where they will take claims from single people, as well as people who live with a partner or have children) you will need to use these numbers to claim ESA:

Telephone: 0345 600 4272
Textphone: 0345 600 0743
Monday to Friday, 8am to 6pm

Other areas of Norfolk are ‘live service’ areas, which means they only deal with claimants who are single.  Claim new style ESA by calling the UC service centre below:

Telephone: 0345 600 0723
Textphone: 0345 600 0743
Monday to Friday, 8am to 6pm

If you’re not eligible to claim UC in your area, then new style ESA won’t apply to you. You would follow the usual route to claim ESA – see our factsheet on how to make a claim.

Extra information about PIP

According to the DWP, in June 2016 the national average clearance time from referral to the assessment provider to a decision made on a claim was 9 weeks.

The DWP have given us some additional information about the renewals process for PIP that you may want to be aware of.  With DLA, you might have got used to receiving a renewal form about 6 months prior to your award ending, which you had to send back 3 months in advance.  With PIP, your award will be reviewed quite a bit earlier, perhaps about two-thirds of the way through the award period, or a year before your award ends.   It is the equivalent of the DLA renewal and is designed to check whether you are on the right rate of benefit so that your award can potentially continue for another fixed period.

If you are told you have a 3 year award, you might reasonably expect to get the money for 3 years, even if you choose not to renew.  These new rules mean that your money will NOT continue until the end of your original award; it will stop if you do not follow any steps you are asked to take at the time of review.   You may be asked to complete a short form or you may be asked to attend an assessment again.

PIP and British Sign Language

British Sign Language (BSL) video relay service

To use this you must go to the video relay service

The service is accessed via the relevant link and enables 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.

You can use this Monday to Friday, 8am to 6pm.

What you’ll be asked for

When you make a call to the Video Relay Service to claim PIP, it would be useful to have ready the following information. It will speed up the call and make it easier for you. Don’t worry if you don’t know all this information when you call. You can still claim PIP.

  • your National Insurance number and date of birth
  • your full address including postcode
  • the full address, postcode and phone number of your GP surgery
  • the 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 usual account details.

Someone else can call on your behalf, but you’ll need to be with them when they call. You can also write asking for a form to send the above information by post (this can delay the decision on your claim).  Write to:

Personal Independence Payment New Claims, Post Handling Site B, Wolverhampton WV99 1AH

BSL advice and support for claiming PIP

These are videos provided by DWP that explain the PIP Assessment Criteria:

Part 1

Part 2

Part 3

Part 4

Part 5

Part 6


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