Before your assessment

You can watch our video on what to expect before your assessment in British Sign Language here.

Your appointment letter

You should receive an appointment letter which includes the date, time and format of your assessment. Please read your appointment letter in full before your assessment. It contains all the information you need and explains what you need to do.

Assessment format

Your assessment will be conducted by telephone, video or face-to-face, as detailed in your appointment letter.

Use the links below to find out more about the format of your assessment, including what you need to bring along with you. This will ensure you know what to expect and are fully prepared.

One of our team may call you the day before, or on the day of your assessment to confirm you can make your appointment. We will call you from a number starting with 0300 or 0800.

You can also watch videos on what to expect during your telephone, video and face-to-face assessments in our Video Library.

Changing your appointment

If you are unable to attend your appointment, or would like to discuss changing your method of assessment, please contact Maximus at least two working days (Monday to Friday, 9am to 5pm) before your appointment so we can rearrange this for you.

Please note, you can only change your appointment once. If you cannot attend for a second time, the Department for Work and Pensions (DWP) will ask us to send you a form. Please use the form to explain why you could not attend.

Requesting a sign interpreter

We can provide a British Sign Language (BSL) interpreter for your video or face-to-face assessment. Please contact Maximus at least two working days (Monday to Friday, 9am to 5pm) before your appointment so we can arrange this for you or change the format of your assessment.

Requesting a language interpreter

We can provide a language interpreter for your assessment if you need one. Please contact Maximus at least two working days (Monday to Friday, 9am to 5pm) before your appointment so we can arrange this for you. For telephone assessments, you may be able to select an alternative language at the start of your assessment.

Having a companion with you

You are welcome to bring a relative, carer or friend to your assessment. They must be aged over 16. If you are having a telephone or video assessment and your companion does not live in the same household, please make sure they are ready to answer the phone at the time of your assessment and we can dial them in.

Please be aware that children will not be allowed into the assessment room. If you need to bring them along, please also bring someone to look after them while you are having your assessment. Alternatively, please contact Maximus at least two working days (Monday to Friday, 9am to 5pm) in advance to discuss alternative methods of completing your assessment.

The role of an appointee

Your appointee (the person you have nominated to act on your behalf) must come with you. If they do not attend, the assessment cannot go ahead. An appointee could be a friend or relative, or an organisation such as solicitor or local council. Appointees are often able to answer the questions asked by the health professional. More information on appointees and their role can be found on GOV.UK.

Requesting an audio recording

Please note, audio recordings are only available for telephone or face-to-face assessments. They are not currently available for video assessments.

Please contact Maximus at least one working day (Monday to Friday, 9am to 5pm) before your appointment if you would like an audio recording of your telephone or face-to-face assessment and we will arrange this for you. This is to make sure everyone in the recording has access to a copy of it.

To respect the privacy of our colleagues and other customers, filming and photography is not allowed in our Assessment Centres or during your assessment.

Ground floor facilities

A small number of our Assessment Centres do not have ground floor facilities. If you are attending a face-to-face appointment and would have difficulty using stairs to evacuate a building, please contact Maximus.

Requesting a home visit

If you cannot travel or attend a phone or video assessment because of your medical condition, please contact Maximus as soon as possible, as we may be able to arrange a home visit. It is likely we will ask you for supporting information, including confirmation from a medical professional who is treating you.

Our health professional will consider all available information and decide whether a home visit can be offered.

Support completing forms or documents

Please complete any forms or documents by answering all the questions in as much detail as possible. Make sure your personal details are correct, and that you tick the ‘consent to contact your GP’ box.

Return your completed questionnaire to the address on your claim pack.

We cannot extend your questionnaire return deadline. Any delay in returning your questionnaire may impact the processing of your claim.

If you need help filling in forms such as UC50 or ESA50, you can contact Maximus or speak to Citizens Advice.

What evidence we need to see

Having access to further evidence can help us process your claim quickly.  We need to see any evidence or other information you might have, such as reports, care or treatment plans.

These may come from GPs, Hospital Doctors, Specialist Nurses, Community Psychiatric Nurses, Occupational Therapists, Physiotherapists, Social Workers, Support Workers, Learning Disability Support Team, Counsellors or Carers.

Please take copies of any relevant information and write your National Insurance number on the back. You do not need to ask for, or pay for, new documents – just send us what you already have.

Independent advice and support

There are lots of free, independent organisations that can help you with your claim and offer advice. It’s quick and easy to find an organisation in your area.

Claiming expenses

If you want to claim back expenses following your assessment, you will need to keep all of your receipts and complete an expense form. Please ask a member of staff for this.