Types of information not to consider

There are some types of information which should never be considered. This is to ensure that we make fair and robust decisions in line with our principles.

These types of information include:

• informal observations
• assumptions about individuals, their credibility and needs based on biases

Informal observations

The UK Government’s disability benefits system uses ‘informal observations’ during the decision making process. These can be gathered at Personal Independence Payment assessments in addition to the information gathered from

• the individual’s answers to the assessment questions
• how the individual carries out the functional parts of the assessment.

Informal observations made during Personal Independence Payment assessments could include the assessors opinion on:

• how well or unwell the individual appears
• the individual’s weight
• how the individual makes their way into the assessment room

In our Scottish disability benefits system, informal observations must never be part of:

• establishing the facts of a case
• making decisions that form part of a determination of entitlement

This is because informal observations rely on uninformed and untested assumptions that do not comply with our core principles of treating people with:

• dignity
• fairness
• respect

You must never use informal observations, for example:

• noting how an individual is able to sit down, stand up or perform movements that require co-ordination, such as lifting a cup to their mouth to drink, during a home visit from local delivery staff to fill in an application form for PADP
• noting how an individual speaks on the phone, such as how energetic or positive they sound, and allow that to influence your trust in the individual’s account of their mental health condition
• noting that an individual who told us that they rarely leave the house due to severe anxiety appears to be or is out when answering your phone call
• seeing how well an application form has been filled in by an individual who is dyslexic
• assuming that an individual is less deserving of receiving disability assistance, or does not need it, based on how reliable or responsive they appear to be when you are trying to reach out to them for more information.

Instead, you should use relevant information, such as

• the application/ review form
• any supporting information, if available
• any relevant information from decision-making tools (e.g. guidance, case discussions)

to establish an individual’s entitlement. Refer to the Making a robust determination of entitlement section for more information.