Universal Credit FAQs

Appointment letters are available in a range of accessible formats. For more information, please call our Enquiries line on 0800 072 0398. 

If you would prefer to be assessed in a different way, please contact us as soon as possible so that we can discuss this with you.

We will accommodate requests for an audio recorded consultations where possible and provide the equipment to do this. However, you must make a request for an audio recording before the consultation takes place.  

If you would like your consultation to be audio recorded, please call our Enquiries line on 0800 072 0398. Please make your request as early as possible so it is part of the appointment booking process.  

You can find more information, including an explanation of the DfC policy about the audio recording of Work Capability Consultations, on the Government’s website.

If you do not attend your face-to-face or telephone appointment, you will be sent a form (BF223). It will ask why you did not attend. You will need to complete it and send it in the pre-paid addressed envelope DfC provided.

If they accept ‘good cause’ for not attending the appointment, they may refer your case back to us. We will arrange a new appointment.

Yes. For more information please call our Enquiries line on 0800 072 0398. 

Yes. The functional assessor will ask you questions about how your condition affects you day to day. They will give you the time you need to respond or to mention other ways your illness, disability or health condition affects you.

You can see the report completed by the healthcare professional after it has been sent to the Department for Communities (DfC).

If you want a copy, you can call the DfC office that is looking after your claim. The telephone number for the DfC office can be found on the letters you have received from them about your benefit claim.

If you think you cannot travel because of your medical condition, please contact us as soon as possible. Our Healthcare Professionals will then consider all available information. It is likely we will ask you for supporting information, including confirmation from a medical professional who is treating you.

We may be able to offer a pre-paid taxi to the Assessment Centre or provide a telephone assessment as an alternative.

We will accommodate requests for an audio recorded consultations where possible and provide the equipment to do this. However, you must make a request for an audio recording before the consultation takes place.  

If you would like your consultation to be audio recorded, please call our Enquiries line on 0800 072 0398. Please make your request as early as possible so it is part of the appointment booking process.  

You can find more information, including an explanation of the DfC policy about the audio recording of Work Capability Consultations, on the Government’s website.

Please let us know as soon as possible if you use a wheelchair or have other significant mobility issues by calling our Enquiries line on 0800 072 0398. We want to make sure that we can send you to an Assessment Centre that you can access. If this is not possible, we may be able to conduct your assessment by telephone.

Yes, you may bring assistance dogs or other service animals with you.

Please let us know as soon as possible by calling our Enquiries line on 0800 072 0398. We may be able to arrange transport for you or conduct a telephone assessment.

A video assessment uses around the same amount of data as Skype or FaceTime. If you’re using a Smartphone or tablet, connect to a home or other secure WiFi network to avoid using your mobile data allowance.

If you are unhappy about the decision made by DfC, you may ask them to reconsider their decision. If you want to do this, please contact the office listed on your decision letter.

Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within 2 working days.

We aim to respond to your complaint within 20 working days. Sometimes our investigation may take longer because we may need to:

– Obtain a copy of the report or questionnaire from the office dealing with your claim 
– Obtain information from the Healthcare Professional or other employees involved 

If we find any inaccuracies on your report, we will notify the office dealing with your claim. It is for the Department for Communities (DfC) to decide whether our findings change their decision about your benefit entitlement.

The Health Assessment Advisory Service cannot change the decision of DfC on your benefit or request a new assessment.

Please contact the Health Assessment Advisory Service Customer Relations team, explaining which parts of your complaint have not been addressed to your satisfaction. A senior manager will personally review the investigation into your complaint and undertake a further investigation, if appropriate.

The Health Assessment Advisory Service provides consultations on behalf of the Department for communities (DfC). If you continue to be dissatisfied with the complaint process, you can contact the DfC Independent Case Examiner.

Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
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