The Department for Work and Pensions (DWP) has admitted it is struggling to recruit and retain staff to carry out health and disability benefit assessments, even as it pushes forward with plans to increase face-to-face checks.
In a letter to the Work and Pensions Committee, Minister for Social Security and Disability Sir Stephen Timms said recruitment and retention “remain challenging” due to competition in the wider healthcare labour market. The update comes as the DWP aims to boost the proportion of in-person assessments to around 30 per cent, moving away from telephone and video appointments.
The benefits affected include Personal Independence Payment (PIP) and Employment and Support Allowance (ESA), where assessments are key to determining eligibility. The Government argues that face-to-face assessments can provide a more accurate picture of a claimant's condition in some cases.
Sir Stephen said the DWP is working with assessment providers to improve recruitment, training and the overall working environment. Health professionals are often recruited from nursing and other clinical roles, meaning providers must compete with the NHS and private employers.
The department said it is building capacity in a “managed and sustainable way”, with the shift to more in-person checks expected to be gradual. Despite the staffing difficulties, ministers maintain that the 30 per cent target remains “an achievable goal”.
Campaigners have long raised concerns about the stress and accessibility barriers that face-to-face assessments can create, particularly for those with serious health conditions or mobility issues. The DWP has confirmed that phone and video appointments will still be available depending on individual needs.
