The Department for Work and Pensions (DWP) has announced that from Monday, all face-to-face and telephone health assessments for disability and sickness benefits will be audio recorded as standard. This change applies to assessments for Personal Independence Payment (PIP), Work Capability Assessments (WCA) for Universal Credit and Employment and Support Allowance, and Industrial Injuries Disablement Benefit (IIDB). Claimants will be automatically recorded unless they choose to opt out.
Shift from Opt-In to Opt-Out System
The new policy replaces the previous opt-in system, where claimants had to request a recording. Despite being offered through invitation letters and assessment supplier websites, fewer than 3 per cent of claimants took up the offer. The DWP aims to improve public trust in the health assessment process by making recordings the default.
Benefits of Audio Recordings
Audio recordings will serve 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. 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."
Background and Feedback
Feedback from disabled people, their representative organisations, and disability-focused research has found that some claimants 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. Written reports will still be used in decision-making, with audio recordings providing a more accurate record if needed.
Wider Reforms
This announcement is part of broader government efforts to improve people's experience of and trust in the benefits system. Other measures include increasing face-to-face assessments from 12 percent to 30 percent, a decline under the previous government, and employing nearly 500 additional staff to clear the inherited Access to Work backlog.
