Step by step advice leading up to, during and after your video assessment
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If you’re applying for Universal Credit (UC) you will need to create an online account on NI Direct. Once you have created your account you must send your claim within 28 days, if you try after 28 days you will need to create a new account.
You will need to fill in the online form. It’s important that you complete the form as fully as possible, answering all of the relevant questions. We will use the information you provide on the form to decide if you need to come in for a face-to-face assessment or not.
You can use the account you’ve made to find information about your claim and contact Universal Credit.
If you need help filling in the form you can contact UC through your online account or speak to a member of the team in your local Jobs and Benefits office.
Interpreters
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. This includes ISL or BSL users.
Watch this DWP Video on YouTube ’Starting your Universal Credit Claim’
Appointment arrangements
We will send a letter with your assessment date. Your appointment letter will have a contact number and information about the assessment, including directions to your Assessment Centre. Please read this letter before your assessment.
If you need help before your assessment, call our customer enquiries team on 0800 072 0398. You can call us about specific requirements, interpreters, an authorised companion, audio recording requests, and more. The customer enquiries line is open Monday to Friday from 8.30am to 5pm
What happens with your support before your assessment
Whilst you are waiting for your assessment to be completed, you will receive the standard rate of Universal Credit and will need to continue attending the Jobs and benefits office as agreed with your work coach. You can find more information about Universal Credit on the DfC website.
Further evidence
You will need to send any medical evidence or other information you might already have, such as reports, care or treatment plans about you from GPs, hospital doctors, specialist nurses, community psychiatric nurses, occupational therapists, physiotherapists, social workers, support workers, learning disability support team, counsellors or carers.
We also need to see any medical evidence or other information you might already have such as:
Your UC50 form may ask for details of the professionals or carers who know the most about your health conditions, illnesses and disabilities click on the list below to see what these might be:
Remember – only send us copies of medical or other information if you already have them. Don’t ask or pay for new information or send us original documents. Please write your National Insurance number on each piece of information you send to us.
If you haven’t yet received a UC50 form, it might be easier to gather some of your medical information in advance. This form allows us to decide what type of assessment you may need.
As soon as you have completed the form, you need to sign and date it, and return it in the envelope we provided. It is important for you to return the form before its due date. The DfC may not be able to continue to pay you benefits if we don’t receive this form in time.
If you cannot return the form in time, let us know as soon as possible. There is also a box that allows you to explain why your form was late. If you have any concerns at all about the form, it’s important that you contact us as soon as you can or ask a representative to contact us.
What should I do before my video call?
What you need for your assessment
- A desktop computer, laptop, tablet, or mobile phone that has a front-facing camera, speakers, and a microphone
- A good, stable internet connection. If you can watch a video online without any problems, your internet connection should be suitable for a video assessment
- A private, well-lit area where you will not be disturbed
And one of these browsers:
- Safari (Apple computer, iPad or iPhone)
- Google Chrome (Windows computer or Android tablet/smartphone)
- Microsoft Edge (Windows computer)
Find more information about what you will need for your video assessment.
If you’re using a Samsung mobile phone for your video assessment, you may have an issue with your browser. If you see the error screen, please copy and paste the link to the waiting room into Google Chrome. If you do not already have Google Chrome, you can download it. You could also try using a different device, if you have one.
If you do not have one or more of the above, or your health condition or disability means that you are not able to take part in a video assessment, please contact us straight away. This is so that we can discuss the best way to carry out your assessment.
Check your device is set up correctly
It is useful to check that your device is set up correctly before your video assessment.
If your device is set up correctly, you will see the screen saying 'You are ready to make calls'.
If we notice that something isn't quite right, you may see the ‘Testing in progress’ screen.
This is usually easy to fix. Find more information on how to get your device ready for your video assessment.
The healthcare professional will introduce themselves and explain the assessment to you. They will record information on a computer. Some questions may not relate directly to your medical condition, but to daily activities. The assessment will last between 20 minutes and 1 hour depending on your health condition or disability.
What to bring to the assessment:
- any medication
- any information from your general practitioner (GP) or specialist which explains how your condition affects you
The assessment questions may include:
- When your illness or disability started
- How your condition changes from day-to-day
- How it affects your daily life
- How it affects your mood and the way you behave
- How you cope with things from day-to-day
The healthcare professional will record information about your pain, fatigue, and the medication you take.
The healthcare professional will not ask you to make any movements that cause you discomfort. If you are worried that certain movements may cause you pain, please tell the healthcare professional.
We provide DfC with an Assessment Report which is impartial and provides justified medical advice about how you are currently affected by your medical condition. This is following government legislation and the processes agreed by DfC.
Companion or chaperone during your assessment
You are welcome to bring a relative, carer or friend with you. Although the assessment will focus on you, a companion can offer useful support to you.
Taking notes
You or your companion are welcome to take notes for your personal use. Your notes will not form part of the medical report that we send to the DfC.
The healthcare professional
Our healthcare professionals are doctors, nurses, and physiotherapists registered with their governing body. These include:
- The General Medical Council
- The Nursing and Midwifery Council
- The Healthcare Professions Council.
Our healthcare professionals go through a specifically designed training course, approved by DfC on behalf of the Secretary of State.
After your assessment our healthcare professional completes a report using criteria laid out by the DfC. This is to provide the DfC decision maker with an impartial, justified medical opinion about how you are affected by your medical condition.
The assessment report will describe your medical conditions and the activities you undertake in a typical day. It will also have the healthcare professional’s observations, and the results of any physical examination undertaken. The report is one piece of information DfC uses in deciding your entitlement. The healthcare professional who carries out your assessment does not make any decision about your allowance, benefit or credits. The healthcare professional will not know the outcome of your claim.
You may request a copy of the full report from the DfC office handling your claim.
Decisions on claims
DfC makes decisions on claims and will let you know of the outcome of your claim. Direct any questions or concerns about the outcome of your claim to the DfC office handling your claim. They will know what information they have used to decide your entitlement. The Health Assessment Advisory Service will not be aware of this. We have no decision-making role.
