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Health Assessment
Advisory Service

Face-to-face assessments

If you have received an appointment inviting you to attend a face-to-face assessment, you can watch our video on what to expect during your assessment and read our top tips on this page.

What to expect at a face-to-face assessment

You can watch our video on what to expect at a face-to-face assessment in British Sign Language here.

Top tips for a successful face-to-face assessment

  1. Remember to take one item of identification which has your photo on it, plus details of your bank account if you are claiming expenses. Acceptable documents include your current passport (UK passports can be accepted up to 12 months after expiry), a UK full or provisional photo-card driving licence, foreign national identity card or Armed Forces ID card.

    If you do not have photographic identification, please bring a different item of official identification. Examples are a council tax statement, local council rent card or tenancy agreement. A utility bill, payslip, bank statement or mobile phone statement is also acceptable, but the document must be no more than 6 months old.

    Whichever document you bring, it must show your full name and either your date of birth or current address. It must be an original, not a photocopy.

  2. Bring along a list of any medication you are taking, or any information from your GP that explains how your condition affects you. The NHS app can help you with this.
  3. Plan your visit in good time by using the find your centre page, and allow enough time to travel to the Assessment Centre on the day.
  4. Your assessment will typically last around an hour. However, some assessments may take up to two hours depending on the number and complexity of the conditions being assessed.
  5. We can provide interpreters to support with face-to-face assessments. Our translation services cover a wide range of languages, including British Sign Language. Please contact Maximus at least two working days (Monday to Friday, 9am to 5pm) before your assessment, if you need an interpreter.
  6. If you’re running late or have missed your appointment, please contact Maximus as soon as possible. Only one appointment change is permitted for face-to-face assessments, if you are unable to attend.
  7. Please note: We 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.

What if I can’t attend a face-to-face appointment?

Please don’t worry. If this is due to a medical condition, please contact us on 0800 008 3073 for Personal Independence Payment (PIP) related enquiries or 0800 072 0120 for Universal Credit (UC) or Employment and Support Allowance (ESA) related enquiries.