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.

    Can I reply by text if I cannot make my appointment?

    No. Due to the confidential nature of your appointments we cannot accept text message replies. You can contact us to discuss rearranging your appointment on 0800 072 0222.

    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.

    Can I cancel my appointment if I don’t feel well on the day?

    Yes, but please give us as much notice as you can if you need to cancel. We will make an alternative appointment for you. Please note that we can only re-book your appointment once.

    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.

    Can I bring a companion to my assessment?

    You can bring a friend, family member, support worker or anyone who knows you well. They must be at least 16 years old. They may be able to speak on your behalf and can offer useful support however, the assessment will focus on you and the answers you give.

    Please do not bring children with you to your assessment. If you have children and cannot make childcare arrangements, please contact Capita straight away using the contact details in your appointment letter so they can discuss the best way to carry out your assessment.

    What qualifications and experience do healthcare professionals have?

    Our Healthcare professionals must be registered with their appropriate professional governing body:

    For doctors this is the General Medical Council (GMC). They must be on the List of Registered Medical Practitioners and have a current licence to practise, but not necessarily on the GP or

    For nurses this is the Nursing and Midwifery Council (NMC)

    For physiotherapists and occupational therapists this is the Health & Care Professions Council (HCPC).

    All our Healthcare professionals must have post-registration clinical experience and must successfully complete a rigorous, comprehensive training process to provide assessments in accordance with current legislation before they can be approved by the Department for Work and Pensions to work in this area.

    Our healthcare professionals are specialists in disability analysis, focusing on the effects of a condition, not on the condition itself.

    My GP hasn’t provided me with any evidence to share with you. What should I do?

    The most important thing is that you return the form to us by the date on the letter we sent you. Complete the form as fully as you can, giving as much information as possible.

    You can send us medical evidence separately. You may provide evidence from another consultant or specialist doctor, psychiatrist, specialist nurse such as a Community Psychiatric Nurse, physiotherapist, occupational therapist, social worker, support worker, personal assistant or carer.

    Sometimes we may request evidence from the Healthcare professional who knows you best to help us with the assessment.

    My GP doesn’t know very much about me. Can another Healthcare professional provide evidence of how my condition affects me?

    Yes, you may provide evidence from another Healthcare professional. This might be a consultant or specialist doctor, psychiatrist, specialist nurse such as a Community Psychiatric Nurse, physiotherapist, occupational therapist, social worker, support worker, personal assistant or carer.

    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 take notes during my assessment appointment?

    You or your representative can take notes during an assessment. The notes will only be for your private use. We will not send them to the Department for Work and Pensions with the medical report. The Healthcare professional will record within the medical report that notes were taken. They will also explain that the notes are not an official record of the assessment.

    Does the Capita decide on my benefits claim?

    No. The Department for Work and Pensions (DWP) makes the decision on your benefits claim.

    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

      How long will I have to wait for my face-to-face assessment?

      You may have a short wait when you arrive at the Assessment Centre. Please let the reception know you have arrived then take a seat in the waiting room. Please do not arrive more than 10 minutes early to help us make sure there is enough space for everyone.

      There are some instances, such as unusual delays or staff illness, when appointments have to be cancelled. If we have to cancel, we would always try to inform you before you travel to your appointment.

      On rare occasions, an appointment is cancelled and we may not be able to notify you before you arrive at the Assessment Centre. If we cancel your appointment when you are at the Assessment Centre, we will reimburse your travel expenses. We will rearrange the appointment as soon as possible.

      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 long will my face-to-face assessment appointment take?

      There is no set time for an assessment. How long it takes depends upon your individual case. It also depends upon the type of assessment and your medical conditions. Time with the Healthcare professional is usually between 20 minutes and one hour. Allow up to two hours, although many assessments take much less time.

      What should I bring to my face-to-face assessment?

      Please bring:

      – Your appointment letter. 
      – Photo identification such as: UK or foreign passport, Foreign national ID card, UK photo card driving licence or Armed forces ID card. If you don't have photo ID you can bring a payslip, utility bill, bank statement, council tax bill or tenancy agreement that is less than 6 months old, has your full name and date of birth or current address.
      – Any hospital appointment or admission letters. 
      – Tablets or other current medication, such as inhalers. 
      – Any medical aids, such as walking aids, hearing aids, glasses and contact lenses. 
      – Any letters from your General Practitioner (GP) or Specialist detailing your medical condition that you have not already sent in with your questionnaire. 
      – Your bank or building society details if you are claiming travel expenses. 
       

      Give all documents including medical evidence and proof of identity on arrival at reception. Do not wait to give documents to the Healthcare professional.

      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.

      Do you provide interpreters?

      We will provide an interpreter for a face-to-face assessment when required. Please give at least two days’ notice.

      If you prefer, you can bring a friend or family member to interpret for you. The person must be at least 16 years old.

      Will I be able to claim my travel expenses?

      The Health Assessment Advisory Service pays expenses for travel by public transport. We can pay towards fuel costs for private cars. We also fund the cost of parking when it is not available at the Assessment Centre.

      We may 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, you must contact our Enquiries line before your assessment on 0800 072 0222.

      You should use the bus, train or private car. Buy return tickets where possible and keep all tickets and receipts. We will be able to pay you more quickly if you bring details of your bank or building society account.

      In order to be paid for any expenses, 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.

      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.

      Will I have to do movements that cause me pain?

      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.

      Telephone assessments

        When will I be invited to attend a Work Capability Assessment?

        DWP has approved paper based, face-to-face, video and telephone Work Capability Assessments.

        If we invite you to have a Work Capability Assessment by telephone you will receive a telephone call or a letter from Capita to invite you to attend an appointment and to provide you with further details. You do not need to contact us.

        I have been asked to make myself available for a telephone assessment why is this/what is this about?

        Based on the evidence you have provided it may be possible to conduct a Work Capability Assessment by telephone to assess how your illness or disability affects your ability to work. This will help DWP make sure that you are paid the right amount of benefit.

        I cannot get medical evidence from my GP/Hospital to support my Work Capability Assessment at this time? What can I do?

        If you cannot get this, DWP will try and make their decision based on what you say at the telephone assessment and any other information they already have.

        I missed my telephone assessment appointment, what do I do?

        You should contact us on 0800 072 0222 as soon as possible.

        What if I want someone with me during the telephone assessment?

        As with face-to-face appointments, you can have someone with you at your telephone assessment to offer help and support. This would usually be the person who knows you best and understands you and your needs. For example, this may be a relative, support worker or friend but they must be 16 years old or over. They may be able to speak on your behalf and can offer useful support. However, the assessment will focus on you and the answers you give.

        They can also be added to the call if they can't be with you in person.

        What if I need a language interpreter?

        Please let us know as soon as possible on 0800 072 0222. A relative or friend can be present at your telephone assessment to interpret for you, but they must be 16 years old or over.

        How long will a telephone Work Capability Assessment last?

        The telephone assessment should last between 20 minutes and 1 hour, but may take longer if necessary.

        I have been asked to attend a face-to-face assessment. Can I have a telephone assessment instead?

        Telephone assessments are only appropriate in some cases. A Healthcare Professional will have reviewed the information you have provided and a face-to-face assessment would be needed so DWP make sure that you are paid the right amount of benefit.

        Video assessments

          Are video assessments safe?

          Video calls are completely safe, and your privacy is protected. Your assessment will take place in a private, virtual assessment room and only our staff can enter.

          What should I do if the Test call or Start video call buttons don’t work?

          Visit our technical help guide for more information.

          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.

          Who should I contact if I have questions about my appointment?

          You can contact us on 0800 072 0222.

          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