The Department of Work and Pensions (DWP) arranged a phone interview for a profoundly deaf man applying for benefits, his representative told the Daily Star. James Merrell took the man, who chose to remain anonymous, on as a client and provided him with advice on his Personal Independence Payments (PIP) claim.
The man, who suffers from Complex Post-Traumatic Stress Disorder, is unable to participate in audio-only calls as he is almost 100% deaf and depends on lip reading to communicate. Despite this, James claims the DWP scheduled a phone interview when a video call or face-to-face interview would have been much more appropriate.
Mr Merrell, who is a qualified nurse with 10 years experience and previously worked as PIP assessor, said claimants are “discriminated against” when the “system fails”, like this case.
(Image: jamesmerrellofficial1/Tiktok)
He told the Daily Star: “The DWP’s decision to schedule a phone interview for them when they are profoundly deaf and registered deaf has put them at a significant disadvantage.
“Under the Equality Act 2010, my client was entitled to reasonable adjustments to ensure they are not discriminated against due to their disability.
“Being deaf, they rely heavily on lip-reading to communicate, and they face considerable barriers when it comes to telephone conversations.
“The DWP’s request for a phone interview not only fails to account for these needs but also disregards the legal requirement to make reasonable adjustments.
“It’s deeply concerning that this type of oversight continues to happen, especially when alternative methods such as video calls or face-to-face interviews are readily available and would allow my client to fully participate in the process.
(Image: Getty Images)
“As a registered nurse and disability advocate, I’ve seen first-hand how crucial it is to ensure disabled individuals have equal access to services. When the system fails to provide proper accommodations, it doesn’t just inconvenience them, in my view it actively discriminates against them.”
The boss of CWS Limited, which assists PIP claimants through the application process, added: “Unfortunately, this type of situation is not uncommon. Many individuals with various disabilities whether physical, mental, or sensory are regularly forced to navigate the system without the necessary adjustments.
“It’s vital that the DWP starts taking these responsibilities seriously and ensures they are complying with the Equality Act for claimants who significantly struggle.”
The DWP was approached for comment but did not respond at the time of writing.
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