Step by step advice leading up to, during and after your face-to-face assessment

Select one of the options below to go to the relevant section:

Before your assessment

Those applying for ESA may be sent a capability for work questionnaire, also known as an ESA50. It’s important you complete the form as fully as possible, answering all of the relevant questions.

It's important you return the form by the date on the letter you are sent. We will use the information you provide on the form to decide if you need to come in for an assessment or not.

You may also download the ESA50 form to your computer. If you use the online form, fill it out, print it, sign it and return it to DWP.

What to bring to the assessment

  1. Proof of identity:
    One item of identification which has your photo on it. Acceptable documents include:
  • your current passport (UK passports can be accepted up to 12 months after expiry)
  • UK full or provisional photo-card driving licence
  • foreign national identity card
  • Armed Forces identity card

If you do not have any photographic identification, bring a different item of official identification. Examples are a council tax statement, local council rent card or tenancy agreement. A utility bill, bank statement or mobile phone statement is also acceptable, but the document must be no more than 6 months old.

Whichever documents you bring, they must show: your full name and either your date of birth or current address. The documents must be originals, not photocopies.  

If you do not have identification, or you have any questions, please contact Capita. 

  1. Any medication you may be taking
  2. Any information from your General Practitioner (GP) or Specialist which explains how your condition affects you

If you’re claiming expenses, please bring details of your bank account if you have one.

Need help filling in the form?

You can speak to a dedicated advisor on our helpline by calling 0800 072 0222.

Select option 1 for the English language service, then option 2 for our advisory team.

Interpreters

Please contact Capita at least two days before your assessment if you need a language or BSL interpreter for your assessment. This will help to make sure that we can have an interpreter available for you.

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 the assessment centre. Please read this letter before your assessment. Find out more about your assessment centre here.

If you need help before your assessment, call our customer enquiries team on 0800 072 0222. The customer enquiries line is open Monday to Friday from 8am to 8pm, and Saturdays 9am 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 ESA and will need to continue attending the Jobcentre as agreed with your Work Coach.

Please note there are different factors for consideration which may impact your benefit entitlement. For more information go to  GOV.UK (www.gov.uk).

If you cannot return the form in time, contact Capita 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 Capita as soon as you can or ask a representative to contact Capita.

DWP may not be able to continue to pay you benefits if we don’t receive this form in time.

You can find more information about ESA on GOV.UK (www.gov.uk).

We also need to see any medical evidence or other information you might already have such as:

Things Capita would like to see if you already have them:

Things Capita doesn’t need to see include general information about your medical conditions that are not about you personally:

  • Your current prescription list
  • Your statement of special educational needs
  • Care or treatment plans from GPs, hospital doctors, specialist nurses, community psychiatric nurses, occupational therapists, physiotherapists, social workers, support workers, learning disability support team, counsellors or carers.
  • Epilepsy seizure diary
  • Your certificate of visual impairment
  • Hospital Passports. This is a written record kept by people with learning disabilities to provide hospital staff with important information about them and their health when they are admitted to hospital.
  • Education Health Plans.
  • A diary of your symptoms if your disability, illness or health condition varies from day to day.
  • Long-stay hospital information including date of admission, length of stay and the hospital name and address.
  • Medical test results including:
    • Scans
    • Audiology
    • The results of x-rays, but not the x-rays themselves.
  • Photographs
  • Letters about other benefits
  • Fact sheets about your medication
  • Internet printouts
  • Statement of Fitness for Work, otherwise known as fit notes
  • Medical certificates
  • Doctor’s statements or sick notes
  • Appointment letters

Your ESA50 form may ask for details of the professionals or carers who know the most about your health conditions, illnesses and disabilities.

List of professionals

  • Consultant or specialist doctor
  • Psychiatrist
  • Specialist nurse, such as a community psychiatric nurse
  • Physiotherapist
  • Occupational therapist
  • Social worker
  • Support worker or personal assistant 
  • Carer

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 an ESA50 form, it might be easier for you if you start to gather some of your medical information in advance. This form allows us to decide if you will need a face-to-face assessment.

During your assessment

Audio Recording

1

If you would like your assessment to be audio recorded, please let the healthcare professional know at the start of your assessment. 

2

Before the assessment starts, you will need to sign an agreement that explains how the recording can be used.

3

If you decide you no longer want your assessment to be recorded, let the healthcare professional know. They will stop the recording and your assessment will continue as normal. 

After your appointment, you will receive a link to your recording by text message or email, and a separate text message with a one-time password. The password will expire after 24 hours and can only be used once to access and download your recording. This is to protect you and the information you provided at your appointment.

If you would like a CD copy of the recording, please let the healthcare professional know. We will also keep a copy of the recording.

After your assessment, if you have any difficulties accessing your recording, or need a CD copy, please contact Capita. 

The healthcare professional will introduce themselves and explain the assessment to you. They’ll record information on a computer. Some questions may not relate directly to your medical condition, but to daily activities.

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.

Depending on your illness or disability the assessment may include:

  • a physical examination
  • blood pressure, sight, hearing or other tests
  • movements such as stretching, standing and bending

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 DWP with an assessment report which is impartial and gives justified medical advice about how you are currently affected by your medical condition. This follows government legislation and the processes agreed by DWP.

Bringing a companion to your assessment

Pair of person

We encourage you to bring someone with you to your assessment. This could be a friend, family member, carer or support worker.

Earth-and-magnifying-glass

Your companion should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion will be translating or interpreting for you, they must be over 18.

Person cross mark

Please do not bring children with you. If you cannot make childcare arrangements, please contact Capita as soon as possible so that we can discuss the best way to carry out your assessment.

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 DWP.

Waiting time and length of assessment

We’ll make sure you are seen as soon as possible. The receptionist will tell you if you have to wait.

Other people who arrive after you may go to their assessment before you. This is because we do several types of assessments, and some take longer than others. There is no set time for assessments, but they are usually between 20 minutes and 1 hour.

After your assessment

After your assessment our healthcare professional completes a report using criteria laid out by DWP. This is to provide DWP's 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 DWP uses in deciding your entitlement. The healthcare professional who carries out your assessment does not make any decision about your allowance, benefit or credits and will not know the outcome of your claim.

You may request a copy of the full report from DWP office handling your claim.

Decisions on claims

DWP will let you know of the outcome of your claim.

DWP makes decisions on claims. Direct any questions or concerns about the outcome of your claim to the DWP office handling your claim. They will know what information they have used to decide your entitlement. Capita will not be aware of this. We have no decision-making role.

Further information

If you have questions, contact the DWP office handling your claim. The office number will be on letters you have received about your claim.

Claiming expenses

Capita will pay 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 alone. If you wish to claim for an authorised companion to travel with you, call us on 0800 072 0222 before the assessment and let us know.

To have your expenses paid, you will need to fill out and send an expense form. You may ask the receptionist at the Assessment Centre for help filling out the form. Please keep all your receipts. You should receive payment for your expenses approximately two weeks after you send the form.

*[DWP]: Department for Work and Pensions

*[ESA]: Employment and Support Allowance

*[BSL]: British Sign Language

Health Assessment Advisory Service provided on behalf of Department for Work and Pensions