The Department for Work and Pensions (DWP) is working to increase the number of face-to-face disability benefit assessments across the UK, despite ongoing difficulties recruiting and retaining qualified healthcare professionals. The proposed approach aims to ensure that benefit decisions are based on a clearer understanding of claimants’ health conditions, daily activities and mobility needs.
Under the plans, the department is seeking to conduct around 30% of assessments in person, including assessments associated with Personal Independence Payment (PIP) and Employment and Support Allowance (ESA). However, staffing shortages and competition for medical professionals remain significant challenges for assessment providers.
The move comes as the government continues to review how disability benefits are assessed and administered. While face-to-face appointments can provide assessors with additional information, disability organisations have raised concerns about accessibility for people with mobility limitations, chronic illnesses and other health conditions.
Knowing the proposed changes, the reasons behind them and the options available to claimants is important for anyone preparing for a disability benefit assessment.
Changes
The DWP is seeking to increase the proportion of disability benefit assessments conducted face to face, with a target of approximately 30%. The approach represents an effort to combine in-person appointments with telephone and video assessments, rather than relying exclusively on one method.
PIP helps eligible people with long-term physical or mental health conditions or disabilities meet some of the additional costs associated with daily living and mobility. ESA, meanwhile, provides support to eligible people whose ability to work is affected by illness or disability, subject to the applicable benefit rules.
Although both benefits involve assessments in certain circumstances, their purposes and eligibility requirements differ. A PIP assessment considers how a person’s condition affects daily living and mobility activities, while an ESA assessment focuses on the effects of a person’s health on their ability to work and related capability criteria.
The proposed increase in face-to-face appointments does not mean that every claimant will be required to attend an in-person assessment. The DWP has indicated that telephone and video appointments will remain available where appropriate.
The format used for an assessment can depend on the claimant’s circumstances, the information available and the requirements of the relevant benefit process.
Staffing
Recruitment difficulties are among the main obstacles facing the planned expansion. Healthcare professionals with the appropriate experience are essential to disability assessment services, but these workers are also in demand across the NHS and other parts of the healthcare sector.
Sir Stephen Timms, Minister for Social Security and Disability, has acknowledged the challenges associated with recruiting and retaining assessment staff in correspondence with the Work and Pensions Committee.
Assessment providers need sufficient numbers of suitably qualified professionals to deliver appointments consistently and avoid unnecessary delays. Increasing the proportion of in-person assessments requires additional planning because these appointments can involve more complicated scheduling and arrangements than remote consultations.
The DWP has been working with assessment providers to improve recruitment, staff development and oversight. The intention is to expand capacity gradually while maintaining appropriate standards.
However, reaching the 30% target will depend on whether providers can recruit enough staff and organise appointments effectively. A policy objective does not, by itself, guarantee that the target will be achieved within a particular timeframe.
For claimants, staffing levels matter because assessment availability can affect waiting times, appointment options and the overall experience of applying for support.
Reasons
Face-to-face assessments were widely used before the COVID-19 pandemic. Public health restrictions subsequently led to greater use of telephone and video appointments, allowing assessments to continue while reducing the need for physical contact.
Remote assessments have remained an important part of the system because they can reduce travel requirements and provide greater flexibility for some claimants.
However, the DWP’s approach recognises that an in-person appointment may be useful in certain cases. A direct discussion can allow an assessor to ask follow-up questions, clarify information and gather additional details about a person’s circumstances.
For example, a claimant may describe difficulties preparing meals, dressing, moving around or managing other everyday activities. An assessor may need to explore how frequently these difficulties occur, whether assistance is required and how the person’s condition affects their ability to complete tasks safely and reliably.
A face-to-face appointment can provide an opportunity to discuss these issues in greater detail. Nevertheless, the assessment must still consider the evidence as a whole, including medical information, the claimant’s account and the functional effects of their condition.
The purpose is to establish how the relevant eligibility criteria apply, rather than to assume that someone has greater or lesser needs simply because they attend an appointment in person.
Accessibility
Disability organisations have raised concerns about expanding face-to-face assessments without giving sufficient attention to the barriers some claimants experience.
For people with limited mobility, severe fatigue, chronic pain or anxiety, travelling to an assessment centre may be difficult. Some individuals may need accessible transport, a companion or additional time to prepare for an appointment.
Others may find a familiar home environment more manageable than an unfamiliar assessment centre. For these claimants, the appointment format can affect how comfortably they communicate their circumstances.
A system that offers several assessment methods can help accommodate different needs. However, the availability of alternatives must be considered alongside the information required to make a fair decision.
Claimants should explain any practical difficulties that could prevent them from attending an appointment. Where relevant, they can provide information about mobility restrictions, medical treatment, communication needs or other circumstances that may affect attendance.
They should also contact the assessment provider if the proposed appointment arrangements are unsuitable. The provider can explain what alternatives or adjustments may be considered under the applicable procedures.
The central issue is ensuring that the assessment process gathers the necessary information without placing avoidable barriers in the way of people seeking disability support.
Process
A disability benefit assessment generally involves reviewing information about a person’s health, daily activities and functional limitations. Depending on the benefit and the individual circumstances, the process may include a paper-based review, a telephone consultation, a video appointment or a face-to-face assessment.
During a PIP assessment, the healthcare professional may ask how the claimant manages everyday activities, including preparing food, washing, dressing, communicating, making decisions and moving around.
The questions are intended to establish the practical effects of the person’s condition. A diagnosis alone does not automatically determine the outcome because the assessment must consider the relevant activities and eligibility criteria.
The assessor may ask for examples of difficulties experienced during a typical day, whether assistance is needed and how the person’s ability varies over time. Information about medication, treatment and supporting evidence may also be relevant.
In some circumstances, a healthcare professional may ask a claimant to demonstrate a movement or explain how they perform a particular activity. Such observations form part of the assessment information and should be interpreted alongside the wider evidence.
For ESA-related assessments, the focus differs because the process examines how a person’s condition affects their capability in relation to work and work-related requirements under the relevant rules.
In either case, claimants should describe their circumstances accurately, including difficulties that may not be immediately apparent during a short appointment.
Evidence
Medical evidence and clear descriptions of day-to-day difficulties can help assessors understand a claimant’s circumstances.
Relevant documents may include letters from healthcare professionals, treatment information, details of medication, care plans and other records that explain the effects of a condition. The appropriate evidence will depend on the benefit being claimed and the person’s individual situation.
Claimants should focus on explaining how their condition affects their ability to complete relevant activities, rather than relying solely on the name of a diagnosis.
For example, someone experiencing chronic pain may be able to complete a task on some days but struggle to repeat it consistently. Another person may manage an activity physically but need supervision because of cognitive or mental health difficulties.
Providing specific examples can help clarify these differences. It is useful to explain how often a problem occurs, what assistance is needed and whether completing a task causes pain, fatigue or other significant difficulties.
Claimants should also ensure that the information in their application reflects their actual circumstances. If their condition varies, describing both better and worse days can provide a more complete picture.
The assessment format may change how questions are asked, but the importance of accurate and relevant evidence remains the same.
Preparation
People awaiting a PIP or ESA assessment can take several practical steps to prepare.
First, review the information already submitted and make notes about any relevant changes in health or daily functioning. This can help ensure that important details are not overlooked during the appointment.
Second, consider how the condition affects everyday activities. Examples involving mobility, personal care, communication, concentration or the need for assistance may help explain the practical impact.
Third, gather any relevant supporting information that has not already been provided, where the assessment process allows it. Claimants should follow the instructions in their appointment letter about documents and any other requirements.
If attending an assessment centre would be difficult, contact the provider as early as possible. Explain the reason and ask whether a different format, a reasonable adjustment or another arrangement can be considered.
Claimants should also read appointment letters carefully and follow the instructions about changing or rearranging an appointment. If an unexpected problem prevents attendance, contacting the provider promptly can help clarify the next steps.
Preparation does not guarantee a particular decision, but it can help claimants explain their circumstances clearly and understand what information the assessor needs.
Outlook
The DWP’s intention to increase face-to-face disability assessments reflects an effort to combine direct consultations with remote assessment options. The department considers in-person appointments useful in some cases, but the expansion depends on recruiting and retaining enough qualified healthcare professionals.
For claimants, the most important point is that a move towards more face-to-face assessments does not automatically mean everyone must attend an assessment centre. The appropriate arrangements depend on individual circumstances, the benefit involved and the assessment process.
People applying for PIP or ESA should continue to provide accurate information, explain how their condition affects daily life or work-related capability, and raise accessibility concerns before an appointment where possible.
The success of the planned changes will depend not only on meeting the numerical target but also on whether assessments remain accessible, timely and consistent. A balanced approach will need to account for the information required to make sound decisions while recognising the different needs of people claiming disability support.
FAQs
Is the DWP increasing face-to-face PIP assessments?
Yes. The department is aiming for around 30% of assessments to be in person.
Will all PIP claimants attend in person?
No. Telephone and video assessments may remain available where appropriate.
Why is the DWP expanding in-person assessments?
The department considers them useful for gathering additional information in some cases.
Can I request an alternative assessment format?
Contact your assessment provider to explain your circumstances and ask about available options.
