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Health Assessment
Advisory Service

Customer charter

Getting it right

We will:

  • Follow the guidance set out by the Department for Work and Pensions (DWP)
  • Prepare for your assessment by reading your claim form and gathering as much information as possible to do a fair assessment
  • Put things right if we make a mistake.

Listening to you

We will:

  • Actively engage with you and customer representative groups to get your feedback
  • Work with external groups to deepen our understanding of different conditions
  • Use feedback to improve how we do things
  • Explain clearly how to share feedback or make a complaint.

Being respectful

We will:

  • Act professionally and with compassion
  • Protect your personal information
  • Treat you as an individual and respect your needs
  • Welcome any companion you wish to have with you at your assessment.

Meeting your needs

We will:

  • Provide clear and accessible information on our website about our service
  • Share details of your appointment in advance, including what to bring and who can accompany you
  • Explain clearly how to contact Maximus and offer different ways to get in touch
  • Offer reasonable adjustments to meet your needs.

In return, we need you to:

  • Treat our staff with respect
  • Be on time for your appointment
  • Share with us how your condition impacts your daily life
  • Ask if you need help to understand the information provided
  • Tell us when we have done something well or not
  • Tell us if you want your assessment recorded.