Here are a selection of some commonly asked questions and answers to help you.

Choose the area you’re interested in and simply select the question to see the answer:

General questions Face-to-face assessments Telephone assessments Video assessments Complaints

General questions

    Can I have my appointment letter in a different format?

    Appointment letters are available in a range of accessible formats. For more information, please call our Enquiries line on 0800 072 0222.

    Can I change the way my assessment is being carried out?

    If you would prefer to be assessed in a different way, please contact Capita as soon as possible so that we can discuss this with you.

    How do I request an audio recorded assessment?

    We will accommodate requests for an audio recorded assessments 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 072 0222. 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.

    What happens if I cannot attend my assessment appointment?

    If you do not attend your face-to-face or telephone appointment, you will be sent a form (BF223). It will ask why you did not attend. You will need to complete it and send it in the pre-paid addressed envelope DWP provided.

    If they accept ‘good cause’ for not attending the appointment, they may refer your case back to us. We will arrange a new appointment.

    I want my assessment done by a healthcare professional of the same gender. Can I ask for this?

    Yes. For more information please call our Enquiries line on 0800 072 0222.

    Will I have enough time to explain about how my condition affects me?

    Yes. The Healthcare professional will ask you questions about how your condition affects you day to day. They will give you the time you need to respond or to mention other ways your illness, disability or health condition affects you.

    Can I see a copy of my assessment report?

    You can see the report completed by the healthcare professional after it has been sent to the Department for Work and Pensions (DWP).

    If you want a copy, you can call the DWP office that is looking after your claim. The telephone number for the DWP office can be found on the letters you have received from them about your benefit claim.

    Face-to-face assessments

      Can I have the assessment carried out in my home?

      If you think you cannot travel because of your medical condition, please contact Capita 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.

      We may be able to offer a pre-paid taxi to the Assessment Centre or provide a telephone assessment as an alternative.

      How do I request an audio recorded assessment?

      We will accommodate requests for an audio recorded assessments 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 072 0222. 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.

      I use a wheelchair. Is the assessment centre accessible?

      Please let us know as soon as possible if you use a wheelchair or have other significant mobility issues by calling our Enquiries line on 0800 072 0222. We want to make sure that we can send you to an Assessment Centre that you can access. If this is not possible, we may be able to conduct your assessment by telephone.

      Can I bring my assistance dog to the assessment centre with me?

      Yes, you may bring assistance dogs or other service animals with you.

      I can’t get to the Assessment Centre, what can I do?

      Please let us know as soon as possible by calling our Enquiries line on 0800 072 0222. We may be able to arrange transport for you or conduct a telephone assessment.

      Video assessments

        How much internet data will I use? 

        A video assessment uses around the same amount of data as Skype or FaceTime. If you’re using a Smartphone or tablet, connect to a home or other secure WiFi network to avoid using your mobile data allowance.

        Complaints

          What if I am unhappy about the benefit decision from the Department for Work and Pensions (DWP)?

          If you are unhappy about the decision made by DWP, you may ask them to reconsider their decision. If you want to do this, please contact the office listed on your decision letter. 

          What will happen to my complaint about your service?

          Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within 2 working days.

          We aim to respond to your complaint within 20 working days. Sometimes our investigation may take longer because we may need to:

          – Obtain a copy of the report or questionnaire from the office dealing with your claim 
          – Obtain information from the Healthcare professional or other employees involved 

          If we find any inaccuracies on your report, we will notify the office dealing with your claim. It is for the Department for Work and Pensions (DWP) to decide whether our findings change their decision about your benefit entitlement.

          Capita cannot change the decision of DWP on your benefit or request a new assessment.

          Email: lot2.CustomerRelations@haas.dwp.gov.uk

          What if I am not satisfied with your response to my complaint?

          Please contact Capita, explaining which parts of your complaint have not been addressed to your satisfaction. A senior manager will personally review the investigation into your complaint and undertake a further investigation, if appropriate.

          Can I take my complaint further?

          Capita provides assessments on behalf of the Department for Work and Pensions (DWP). If you continue to be dissatisfied with the complaint process, you can contact the DWP Independent Case Examiner.

          Health assessment advisory service provided on behalf of Department for work & pensions