We’re here to help you understand the assessment process.

This is a good place to start if you are looking for answers to your questions. You may also contact our Customer Enquiries line on 0800 072 0398.

If required, a Customer Relations Manager will be happy to call you back Monday to Friday between 9am and 5pm.

Select the area you're interested in:

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

General questions

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

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

    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 0398. 

    What happens if I cannot attend my assessment appointment?

    The Department for Communities (DfC) allows you to rearrange the appointment once. If you need to rearrange your ESA appointment, please call our enquiries line before the day of your appointment on 0800 072 0398. 

    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 Communities with the medical report. The functional specialist 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.

    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.

    How do I request an audio recorded assessment?

    We will accommodate requests for an audio recorded consultations where possible and provide the equipment to do this. However, you must make a request for an audio recording before the consultation takes place.  

    If you would like your consultation to be audio recorded, please call our Enquiries line on 0800 072 0398. 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 DfC policy about the audio recording of Work Capability Consultations, on the Government’s website.

    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 0398. 

    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.

    Face-to-face assessments

      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 0398. We may be able to arrange transport for you or conduct a telephone assessment.

      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 functional specialist is usually between 20 minutes and one hour. Allow up to two hours, although many assessments take much less time.

      The functional specialist will spend time before you arrive reviewing your questionnaire and any other available information. They will spend time after your assessment finishes completing the remainder of the medical report. Then it is sent to the Department for Communities office handling your claim.

      Can I have the assessment carried out in my home?

      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.

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

      Do you provide interpreters?

      We will provide an interpreter for a face-to-face assessment when required. Please contact us on 0800 072 0398.

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

      How do I request an audio recorded assessment?

      We will accommodate requests for an audio recorded consultations where possible and provide the equipment to do this. However, you must make a request for an audio recording before the consultation takes place.  

      If you would like your consultation to be audio recorded, please call our Enquiries line on 0800 072 0398. 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 DfC policy about the audio recording of Work Capability Consultations, 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 0398. 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.

      Telephone assessments

        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 functional specialist will have reviewed the information you have provided and a face-to-face assessment would be needed so DfC make sure that you are paid the right amount of benefit.

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

        You should contact us on 0800 072 0398 as soon as possible.

        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.

          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 Communities (DfC)?

            If you are unhappy about the decision made by DfC, 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 Communities (DfC) to decide whether our findings change their decision about your benefit entitlement.

            The Health Assessment Advisory Service cannot change the decision of DfC on your benefit or request a new assessment.

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

            Please contact the Health Assessment Advisory Service Customer Relations team, 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?

            The Health Assessment Advisory Service provides consultations on behalf of the Department for communities (DfC). If you continue to be dissatisfied with the complaint process, you can contact the DfC Independent Case Examiner.

            Northern Ireland Public Services Ombudsman
            Progressive House
            33 Wellington Place
            Belfast
            BT1 6HN
            Freepost: Freepost NIPSO

            Health assessment advisory service provided on behalf of Department for communities