Over half of the benefit assessors \u2013 52 per cent \u2013 abandon the job each year, according to the research for the Department of Work and Pensions (DWP).<\/p>\n
Health professionals who judge personal independence payments (PIP)<\/a> claims reported feeling \u201cdespised\u201d and \u201cdeskilled\u201d by the job.<\/p>\n Ex-assessors told The i Paper exactly why they stopped, revealing the pressure to hit daily targets and downgrade the number of points needed to get PIP.<\/p>\n Former PIP assessor James Merrell, who worked for a DWP contractor from 2023 to 2024, quit after about a year.<\/p>\n The qualified nurse \u2013 who now independently advises people on PIP claims \u2013 told The i Paper that 52 per cent of assessors quitting each year was \u201cstaggering\u201d but \u201csadly not surprising\u201d.<\/p>\n \u2018Burnout and mismatch in expectations\u2019<\/p>\n Merrell became frustrated by \u201cunrealistic\u201d targets \u2013 having to complete three assessments a day \u2013 and the pressure from managers to minimise the number of PIP awards given.<\/p>\n \u201cThe pressure was to reduce [points] or not give an award,\u201d said Merrell.<\/p>\n PIP claimants who score eight points in questions about how they function get the lower of the benefit, with 12 points or more leading to the higher rate. The disability benefit can be worth up to \u00a3800 a month.<\/p>\n Merrell said he had hoped he would be apply \u201ccare, judgement and human support\u201d to disabled claimants.<\/p>\n But he became disillusioned when he discovered he was confined to writing reports to meet \u201crigid criteria\u201d. Merrell said those criteria do not deal with complex and fluctuating conditions very well<\/a>.<\/p>\n The register nurse also said assessors struggle with \u201crole misrepresentation\u201d as well as \u201cburnout\u201d from the target culture.<\/p>\n \u201cPeople join expecting to apply empathy and expertise, then discover they\u2019re mainly producing paperwork to satisfy a system that isn\u2019t fit for modern day disability,\u201d he said. \u201cThat mismatch is corrosive.\u201d<\/p>\n \u201cAutonomy has been stripped away and replaced with rigid criteria, performance targets, and defensive reporting practices that prioritise consistency over truth,\u201d he added.<\/p>\n Assessors can feel \u2018despised\u2019 in the job<\/p>\n The DWP report<\/a> \u2013 carried out in 2022 by the Social Agency research firm but only released in recent days \u2013 found that 40 per cent of new recruits quit before they finish the training period.<\/p>\n Nurses, paramedics and occupational therapists can be attracted to the role because it is seen as less demanding than the NHS, offering a better work-life balance.<\/p>\n For younger people starting their careers, pay can be comparable. Starting salaries ranged from \u00a334,000 to \u00a346,200, the report found.<\/p>\n But researchers found \u201ca mismatch of expectations and motivations and the realities of the role\u201d among the serious problems in retaining staff.<\/p>\n The report said potential disability benefit assessors \u201cwere attracted to their therapeutic roles because of a desire to help people who were ill or hurt\u201d.<\/p>\n But it found that there was perception the job \u201cdoes not deliver this\u201d \u2013 warning that assessors \u201cmay see themselves as transitioning from a role where they are high respected to one where they are despised\u201d.<\/p>\n One told the researchers: \u201cWe all got in healthcare for altruistic reasons and that maybe isn\u2019t the case in this job \u2026 you\u2019re a cog in the machine doing bureaucratic work.\u201d<\/p>\n \u2018I wasn\u2019t able to use my clinical judgement\u2019<\/p>\n Former assessor Michael \u2013 not his real name \u2013 carried out Work Capability Assessments (WCA) for universal credit for one of the DWP\u2019s contract companies.<\/p>\n He lasted just under six months in 2022 before quitting, struggling with a \u201cvery stressful\u201d target of completing six tests a day.<\/p>\n Michael, now a doctor, also got frustrated that he had no autonomy to use his common sense on health-related benefit claims by disabled people.<\/p>\n He told The i Paper: \u201cI wasn\u2019t able to use my clinical judgement. There was too much micro-managing, with my clinical opinion and reports being judged and scrutinised.\u201d<\/p>\n Former benefit assessors have previously revealed to The i Paper the \u201cridiculous and superficial\u201d process<\/a> used to decide on disabled people\u2019s PIP claims.<\/p>\n One described being told to note down claimants\u2019 appearance and \u201ceven how they smelled\u201d<\/a>, saying: \u201cAssessors would be encouraged to put down \u2018looked well-dressed, didn\u2019t smell, so they must be able to wash themselves\u2019.\u201d<\/p>\n Some quit over \u201cburnout\u201d from trying to meet private companies\u2019 daily assessment targets. They also complained that there were not given enough time to find and properly assess medical evidence.<\/p>\n Four companies currently have the contracts to carry out PIP assessments: Serco, Maximus, Capita and Ingeus.<\/p>\n Labour\u2019s disability minister Stephen Timms has launched his review of the PIP assessment process this month<\/a>.<\/p>\n Timms has promised to \u201cco-produce\u201d any reforms with disabled people\u2019s organisations, but some PIP claimants fear the Government may make a fresh attempt at eligibility cuts once his review is complete<\/a>.<\/p>\n \t\tYour next read<\/p>\n![\"\"](\"https:\/\/www.newsbeep.com\/nz\/wp-content\/uploads\/2026\/02\/james-merrell-dwp.png\")
James Merrell became disillusioned working for DWP contract company <\/p>\n![\"LONDON,](\"https:\/\/www.newsbeep.com\/nz\/wp-content\/uploads\/2026\/02\/SEI_254636725_887c97.jpg\")
The Government axed plans to cut PIP after a Labour revolt, but there are fears there could be fresh attempt to restrict eligibility (Photo: Alishia Abodunde\/ Getty)<\/p>\n
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