The Department for Work and Pensions (DWP) has published new guidance detailing how audio recordings will be implemented for telephone, face-to-face, and video health assessments, following the rollout of the policy this week.
Automatic Recording for Telephone and Face-to-Face Assessments
From this week, all telephone and face-to-face health assessments conducted on behalf of the DWP are being audio recorded as standard, unless a claimant chooses to opt out. The UK Government states the change aims to improve transparency and trust in the assessment process by creating an accurate record of discussions during appointments.
Claimants will receive an appointment letter from the Health Assessment Advisory Service (HAAS) confirming the type of assessment. Those who do not want their telephone assessment recorded can contact HAAS before the appointment using the number on their letter, or they can inform the health professional during the call that they no longer wish to be recorded. The DWP emphasizes that opting out will not disadvantage a claimant or affect claim processing times.
Face-to-Face Assessments: Same Rules Apply
For face-to-face assessments, whether at an assessment centre or in a claimant's home, audio recording is automatic unless the claimant requests it to stop. Claimants can opt out before the assessment or at any stage by telling the health professional. The DWP notes that recordings are intended to provide an accurate record and may be used if questions arise about how the assessment was conducted.
Video Assessments Excluded Due to Technical Limitations
Video assessments are currently not audio recorded due to technical limitations, the DWP confirms. The department is working on introducing audio recording for video appointments in the future. Claimants who consider it important for their assessment to be recorded are advised to contact the assessment provider before their appointment using the telephone number in their appointment letter.
Opt-Out and Recording Usage
Claimants can opt out of recording for telephone and face-to-face assessments by contacting HAAS beforehand or telling the health professional during the assessment. However, the choice applies only to that individual assessment; those who want to opt out of future assessments must inform the DWP each time.
The DWP clarifies that benefit decision makers will not use the audio recording to determine benefit entitlement. Instead, they will continue to rely on the written assessment report produced by the health professional. Recordings may be used if there is a dispute about how an assessment was carried out.
Obtaining a Copy and Retention Period
Claimants can request a copy of their recording during the assessment or afterward by calling the number on their appointment letter. Once ready, the DWP will send a secure download link by text message, accessible using a smartphone and the claimant's National Insurance number. The link remains active for seven days, and recordings can be downloaded multiple times during the first 24 hours after the initial download. Those unable to access the recording electronically can request a copy via a Right of Access request or by writing to the DWP.
Recordings are normally kept securely for 24 months before being deleted, though they may be retained longer if there is an ongoing dispute or another lawful reason. The DWP states recordings are stored securely and handled in accordance with data protection law.
