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Reasonable adjustment has been ignored - assessment issue
- Anne
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2 days 13 hours ago #315905 by Anne
Reasonable adjustment has been ignored - assessment issue was created by Anne
I have a reasonable adjustment with DWP for all communication to be via email, for PIP and Access to Work.
I submitted paperwork for a PIP re-assessment in March 2026, and my husband (carer) had a text from Capita's HAAS saying I have a telephone assessment next week, and giving a phone number for me to call if I can't make it.
I have raised a complaint by email with Capita, and I've emailed DWP to flag the issue.
However, neither of those are likely to be read or actioned before the telephone assessment appointment.
The last time I asked a third party to speak to Capita on my behalf to say that I couldn't use the phone, Capita refused because even though I'd provided the person with the security information they insisted that they had to speak to me. Otherwise, I'd just ask my husband to phone the number.
Has anyone dealt with this situation and found a solution?
Thanks
I submitted paperwork for a PIP re-assessment in March 2026, and my husband (carer) had a text from Capita's HAAS saying I have a telephone assessment next week, and giving a phone number for me to call if I can't make it.
I have raised a complaint by email with Capita, and I've emailed DWP to flag the issue.
However, neither of those are likely to be read or actioned before the telephone assessment appointment.
The last time I asked a third party to speak to Capita on my behalf to say that I couldn't use the phone, Capita refused because even though I'd provided the person with the security information they insisted that they had to speak to me. Otherwise, I'd just ask my husband to phone the number.
Has anyone dealt with this situation and found a solution?
Thanks
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- BIS
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1 hour 49 minutes ago #315929 by BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by BIS on topic Reasonable adjustment has been ignored - assessment issue
Hi Anne
I would ask your husband to answer the phone and explain to the assessor that you are not able to speak on the phone, and reiterate that Capita and the DWP are aware of this. Assessors are taught to insist on speaking to the claimant, but your husband can stand firm and say that it is not that you are unwilling to speak; you are unable to speak, and a reasonable adjustment is needed to accommodate this. If you are able to record this phone call do so. The assessor will probably ring off in a huff and instantly write a report saying that you refused to take part. Once the call is over, send another email to the DWP explaining what happened and asking them to do a paper-based assessment.
BIS
I would ask your husband to answer the phone and explain to the assessor that you are not able to speak on the phone, and reiterate that Capita and the DWP are aware of this. Assessors are taught to insist on speaking to the claimant, but your husband can stand firm and say that it is not that you are unwilling to speak; you are unable to speak, and a reasonable adjustment is needed to accommodate this. If you are able to record this phone call do so. The assessor will probably ring off in a huff and instantly write a report saying that you refused to take part. Once the call is over, send another email to the DWP explaining what happened and asking them to do a paper-based assessment.
BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
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