Face-to-face assessment FAQs

You may have questions about the face-to-face assessment process. Here are a selection of some commonly asked questions and answers to help you. Simply click on a question to see the answer.

    We are currently only carrying out face-to-face assessments at our assessment centres. This is so we can ensure assessments are carried out in a Covid-19 controlled environment.

      If you have any concerns about travelling to the assessment centre, please contact us straightaway. This is so we can discuss what support may be available.

        To reduce the amount of time you will have to wait, we encourage you not to arrive more than 10 minutes before your appointment start time.

          All our assessment centres are accessible. If the assessment room is not on the ground floor, a lift will be available.

            Yes, there will be disabled toilets available but we cannot help you to use these.

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

              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.

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

                No, an appointee cannot attend a face-to-face assessment without the claimant.

                  Click here to find out what identification you need to bring with you.

                    We will refund your and your companion's travel expenses if you travel to the appointment by public transport, or pay for your mileage and parking if you drive there. Please fill in the claim form you received with your appointment letter and return it to us with all tickets and receipts for the public transport or parking. Use the envelope provided in your appointment letter – it does not need a stamp.

                    If you need to travel to your assessment by private taxi, it is important for this request to be made in advance. All requests will be considered on a case-by-case basis.

                      Your assessment will be carried out by one of our health professionals. All our health professional are fully qualified and registered nurses, occupational therapists, physiotherapists or paramedics.

                        Yes, the health professional will have seen your ‘How your disability affects you’ form and any supporting information you sent in as part of your claim.

                          Our health professionals come from a variety of backgrounds and are specially trained in carrying out functional assessments. They are there to assess how your health condition or disability affects you and they have knowledge of a wide range of health conditions and disabilities.

                            Yes, the health professional will ask you questions to understand whether your condition changes and how this impacts you.

                              If you have additional evidence that you have not already submitted, please bring this with you and tell the health professional. They will ask you to send it to the DWP after your assessment.

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

                                  If you have asked us to record your assessment, after your appointment you will receive a link to your recording by text message or email. You will receive 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 health 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 us.

                                    If you would like a new link and password to access your audio recording, please contact us. You can also request a CD copy of the recording.

                                      The recording will not be used by DWP to make a decision on your benefit claim. However, the recording may be used to assist with complaint resolution and/or any appeal proceedings.

                                        Capita will store a copy of the recording securely and keep it for a period of 24 months. After this, it will be destroyed.