About Us

Customer Charter


Our Mission

Our mission is to help customers move forward with their lives by providing a quality, sensitive and respectful service.

Our commitment to you

We commit to treat all our customers fairly.
We will be polite and helpful.
We will treat you with respect.
We will listen to what you say.
We will protect your personal information.

We expect you to do certain things in return.
Give us correct information.
Give us more details if we ask.
Tell us when something changes.
Be on time for appointments.
Treat our staff with respect.

We aim to make our process easy to understand.
We will give you clear and accurate information.
We will answer any questions you have.
We will explain what you should do next.

We aim to make our services easy to access.
We will tell you when and where to go for your appointment.
We will give you clear directions if you need to travel.
We will tell you if you need to bring anything with you.

We aim to communicate in the way that is best for you.
You can use your own interpreter or ask us for an interpreter.
You can ask for a British Sign Language interpreter.
You can bring a friend, relative or carer to your appointment.
You can get information in a different format, such as Braille or large print.

We aim to improve our service with your help.
Tell us how we could serve you better.
Tell us when we have done something well.
Tell us if you have trouble with any of our services.
We will use your feedback to improve how we do things.

We aim to make it easy for you to give us feedback.
Telephone: 0800 288 8777 (free phone number)
Email: customer-relations@chda.dwp.gov.uk(link sends e-mail)
Address: Customer Relations Team
Health Assessment Advisory Service
Room 4E04, Quarry House
Quarry Hill, Leeds LS2 7UA

The Health Assessment Advisory Service is delivered on behalf of DWP by Centre for Health and Disability Assessments.