To ask the Minister for Communities to detail any specific (i) targets; and (ii) timescales, that have been agreed with Capita under its Personal Independence Payment recovery plan, including (a) expected monthly assessment volumes; (b) reductions in waiting times; and (c) the date by which performance is expected to return to acceptable level.

Since my previous answer to AQW 45277/22-27, in which I provided an update on the steps being taken to address underperformance following the recent IT system transition, the Department has escalated Capita’s recovery plan to a formal contractual Rectification Plan, approved on 12 June 2026. The Rectification Plan relates specifically to the delivery of assessment volumes and provides for a phased increase in monthly assessments through a range of initiatives and increased recruitment. The agreed target volume of PIP assessments from June to December 2026 is 34,835, broken down as follows:

Capita’s performance will be closely monitored and robustly challenged. The Department expects that overall performance will improve and return to acceptable levels by the end of 2026.

Aligned to all other FAS contract lots across GB, there is no contractual target for average waiting times; however, there is a target relating to the proportion of aged cases, which is designed to prevent excessive delays in individual claims. As clearance volumes increase, waiting times are expected to reduce. Contractual timeliness requirements apply only to Special Rules End of Life (SREL) cases, and these continue to be met.