We know that some people going through the Work Capability Assessment (WCA) process will have specific needs. We have a range of services available for those who need them and we’d like to explain about how you can access them.
Specific needs during your correspondence with us
If you have informed the Department for Work and Pensions (DWP) of a requirement to get written correspondence in a different format, such as Braille or large print, they will inform us and you will get letters from us in that format. If we have not been informed by the DWP, you can still arrange for our correspondence to be in an alternative format by contacting us by phone, or by email.
Specific needs in arranging your assessment
We will also try to accommodate any requirements you have in relation to a face to face assessment if you need to have one, such as:
- Language interpreters, including British Sign Language
- If you feel that you can only do the face-to-face assessment with a health care professional of the same sex, for example, on cultural or religious grounds, we will try our best to provide one for you, although this may not always be possible.
If you require any of the above for your appointment you should inform us as soon as possible.
Specific Mobility Needs
If you have significant mobility problems it might be the case that we can’t see you at your nearest assessment centre. Although all of the sites we use are fully accessible, a small number of them need a certain level of mobility to be compliant with their fire and evacuation procedures. Your appointment letter will tell you about the centre where your assessment is due to take place and whether there are any constraints around mobility. If it is not suitable please call us. We apologise for any inconvenience but please be assured that with prior warning we will be able to arrange a suitable alternative.
To discuss any special requirements you have you can get in touch with our customer service centre on 0800 2888 777 in advance of your appointment. You can also find the number on your appointment letter. The customer service centre is open from 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays.