The Department for Work and Pensions (DWP) has confirmed that a major change for people undergoing online and face-to-face health assessments for disability and sickness benefits is now in force. Under the new scheme, all assessments will be automatically audio recorded by default.
This impacts assessments for Personal Independence Payment (PIP), Work Capability Assessments (WCA) in Universal Credit and Employment and Support Allowance, and Industrial Injuries Disablement Benefit (IIDB). The move marks a significant shift from the previous opt-in system, under which claimants had to request a recording themselves. Despite being offered the option through invitation letters and assessment supplier websites, fewer than 3 per cent of claimants took up the offer, the DWP said.
Improving trust and transparency
Officials said the new policy, which came into full use in July, ‘will improve public trust in the health assessment process through greater transparency’.
Minister for Social Security and Disability Sir Stephen Timms said: “Improving transparency and trust in the benefits system is one of this government’s key aims, which is why we’re making this important change.
“Audio recording health assessments as standard will mean we are available to make improvements and increase assessment quality, resulting in a better experience for claimants. Feedback from disabled people, the organisations that represent them and disability-focused research has found that some disabled people who claim health and disability benefits lack trust in the health assessment process.
“The policy delivers on a commitment first made in the Pathways to Work Green Paper, published in March 2025, which set out the government’s intention to make recording standard practice across assessments.”
Use of recordings and opt-out option
The DWP said recordings will also be used as a learning tool to identify potential improvements to assessment quality and will be made available to claimants who wish to appeal their initial benefit award. Written reports will still be used as part of the decision-making process, with audio recordings providing a more accurate record should that be required.
Claimants who do not wish to have their assessment recorded may opt out.
Increase in face-to-face assessments
Officials are trying to drastically increase the number of face-to-face assessments from 12 percent to 30 percent, as well as employing nearly 500 additional staff to clear the inherited Access to Work backlog. Earlier this year the DWP told hundreds of thousands of PIP claimants they will have to attend a face-to-face meeting. This comes after criticism that too many assessments are being approved due to the high number of virtual meetings.
The number of face-to-face assessments plunged after the Covid pandemic and the current Labour government has criticised contracts agreed by the Tories they said required 80% of assessments to be completed virtually. The DWP has said the proportion of face-to-face assessments will be increased, with those for PIP increasing from 6% in 2024 (57,000) to 30% of all assessments, and the Work Capability Assessment from 13% in 2024 (74,000) to 30%.
It is also extending the time between assessments to check if a claimant’s condition still qualifies them for PIP, which it says will free up health professionals to carry out more assessments face-to-face and deliver more WCA reassessments. It said reassessments play an important role in taking into account how changes in health conditions and disabilities affect people over time.
PIP costs under review
It comes shortly after Sir Stephen published an interim report into PIP, warning that the “vital support” provided by PIP to help cover the extra costs of being disabled could be under threat if the costs of the system keep rising. PIP is intended to help with everyday tasks and extra living costs if someone has a long-term physical or mental health condition or disability.
The latest official figures earlier this year showed the number of people in England and Wales claiming the main disability benefit passed four million for the first time – roughly doubling since 2019. The final report will be published this autumn.
