We will send a letter with your assessment date. Your appointment letter will have a contact number and contain information about the assessment, including directions to the Assessment Centre.
Any contact needed before your assessment should be made to the Customer Enquiries team on 0800 288 8777. Our Customer Enquiries team can handle most enquiries relating to your assessment. The Customer Enquiries line is open Monday to Friday from 8am to 8pm, and Saturdays 9am to 5pm.
Whether your call is in respect of special requirements: interpreters, ground floor facilities, authorised companion, audio recording requests, etc., you should make contact with us on 0800 288 8777.
If further clarification is required, a Customer Relations Manager will be happy to call you back Monday to Friday between 9am and 5pm.
If you have any special requirements, please get in touch with our Customer Enquiries team before your assessment on 0800 288 8777. You can also find the number on your appointment letter. The Customer Enquiries line is open Monday to Friday from 8am to 8pm, and Saturdays 9am to 5pm.
Please let us know at least two days before your assessment if you need an interpreter for your assessment. This will help to make sure that we can have an interpreter available for you.
Ground floor facilities
A small number of Assessment Centres do not have ground floor facilities. If your appointment is at one of these Centres, we will tell you when we confirm your appointment. If you would have difficulty using stairs to evacuate a building, please contact us.
You are welcome to bring a relative, carer or friend to the assessment. Although we recognise that a companion may provide a valuable contribution, the assessment and discussion will always be focused towards you. The Healthcare Professional will explain how they will proceed at the assessment.
If you need to bring children with you, please also bring someone to look after them while you are having your assessment.
We will accommodate requests for an audio recorded face-to-face assessment where possible and provide the equipment to do this. However, you must make a request for an audio recording before the assessment takes place.
If you would like your assessment to be audio recorded, please call our Enquiries line on 0800 288 8777. Our lines are open Monday to Friday 8am to 8pm, and Saturdays from 9am to 5pm. Please make your request as early as possible so it is part of the appointment booking process.
You can find more information, including an explanation of the DWP policy about the audio recording of Work Capability Assessments, on the Government’s website.
Changing your appointment
If you cannot attend your assessment, please contact our Customer Enquiries team on 0800 288 8777. This line is available Monday to Friday from 8am to 8pm, and Saturdays 9am to 5pm.
If your appointment is for a Work Capability Assessment, we can give you a new appointment only once. If you cannot attend for a second time, DWP will ask us to send you a form. Please use the form to explain to DWP why you could not attend.
Requesting a home visit
Assessments are usually completed at an Assessment Centre. We understand that some medical conditions can make travelling difficult. Our Healthcare Professionals will identify those people who cannot travel because of their medical condition. We then offer a home visit.
If you think you cannot travel because of your medical condition, please contact us as soon as possible. Our Healthcare Professionals will then consider all available information. It is likely we will ask you for supporting information, including confirmation from a medical professional who is treating you.
The Health Assessment Advisory Service pays expenses:
For travel by public transport
Towards fuel costs for private cars
The cost of parking when it is not available at the Assessment Centre.
We will also pay for fares of a companion, relative, carer or young children who would otherwise be left unattended. If you wish to claim for an authorised companion to travel with you, call us on 0800 288 8777 before the assessment and let us know.
To have your expenses paid, you will need to fill out and submit an expense form. You may ask the receptionist at the Assessment Centre for help filling out the form. Please keep all of your receipts. You should receive payment for your expenses approximately two weeks after you submit the form.
What to bring to the assessment
Proof of identity
Any medication you may be taking
Any information from your General Practitioner (GP) or Specialist which explains how your condition affects you
If you are claiming expenses, please bring details of your bank account if you have one.
What happens with your support before your assessment
Whilst you are waiting for your assessment to be completed, you will be paid the assessment rate designated under ESA. If you are claiming Universal Credit you will receive the standard rate of Universal Credit and will need to continue attending the Jobcentre as agreed with your Work Coach. You can find more information about Employment and Support Allowance(link is external) or Universal Credit (link is external)on the DWP website.