Types of assessment
The Health Assessment Advisory Service (HAAS) provides different methods of assessment which may be dependent on your health condition or disability. HAAS is provided on behalf of the Department for Work and Pensions (DWP) in South West and South Central England by Serco.
These are face-to-face assessments, telephone assessments, or video assessments.
Please visit the Serco Getting in touch page if you would like to change your method of assessment or have any other questions and we can discuss alternative arrangements.
More information on what to expect at each type of assessment is provided below.
Face-to-face assessments
- You may be invited to a face-to-face assessment at one of our Assessment Centres. These should be within 90 minutes travel time by public transport.
Your appointment letter will include information about the assessment and directions to the Assessment Centre. If you need help before your assessment, require an interpreter, or any other reasonable adjustments, please contact Serco at least two days before your assessment.
You should also contact Serco if you would like us to make an audio recording of your assessment.
The Health Assessment Advisory Service will pay expenses for:
- Public transport costs from your current address to the Assessment Centre
- Parking costs if you use a private vehicle
- Reasonable travel expenses for a companion
We encourage you to bring a family member, friend, or support worker to your face-to-face assessment. If you wish to claim expenses for a companion, please contact Serco before your appointment.
For your expenses to be paid, you will need to complete an expenses form which will be provided at the Assessment Centre.
The receptionist at the Assessment Centre can help you complete the form. Remember to bring your bank details and all your travel receipts with you if you want to claim expenses. Please by a return ticket where possible. You should receive payment within approximately two weeks after you return the form.
When attending an Assessment Centre, please remember to bring:
- Your appointment letter
- Any hospital reports or admission letters
- Any new medical evidence you have not previously set us, if you have it. Do not ask or pay for new information
- Any current medication, such as tablets or inhalers
- Any medical aids, such as walking aids, hearing aids, glasses and contact lenses
You should also bring proof of identity documentation.
- Your current passport (UK passports can be accepted up to 12 months after expiry)
- UK full or provisional photo-card driving licence
- Foreign national identity card
- Armed Forces ID card
- Your full name
- Either your date of birth or current address
- Muust be an original copy, not a photocopy
If you do not have any identification, or if you have any questions about proof of identity, please contact Serco.
Face-to-face assessments often last between 20 minutes and 1 hour depending on the type of benefit being assessed, however they may take longer if necessary.
During your assessment, you can expect to be asked about your health conditions or disabilities and how your condition affects your day-to-day life. Depending on your illness or disability and the benefit you are being assessed for, the health professional may ask you to take part in a physical examination. This may include:
- Blood pressure, sight, hearing and other tests
- Movements like stretching, standing and bending
If you are concerned that any movements will cause you pain, please tell the health professional at the assessment.
Telephone assessments
Some assessments can be completed by telephone. If you are invited to a telephone assessment, you will receive a letter from the Health Assessment Advisory Service which will provide further details on your assessment.
If you need help before your assessment, require an interpreter, or any other reasonable adjustments, please contact Serco at least two days before your assessment.
You may also contact Serco if you would like us to make an audio recording of your assessment.
You should be ready for a health professional to call you 10 minutes in advance of your appointment. Please make sure your phone is fully charged and that you have a quiet place with good reception to answer the call.
Telephone assessments often last between 20 minutes and 1 hour depending on which benefit you are being assessed for, however they may take longer if necessary.
You can have someone with you on a telephone assessment. If they cannot be in person with you, we can add them to the telephone call. We will ask you for their number and they should be ready to answer the phone at the time of your appointment.
If you are unable to attend your assessment or have missed a call from the health professional, please contact Serco as soon as possible.
The health professional undertaking your assessment will check your identity and explain what you should expect.
During your assessment, you can expect to be asked about your health conditions or disabilities and how your condition affects your day-to-day life.
Video assessments
You may be invited to a video assessment. The letter inviting you to your assessment will include details on how to join your assessment.
Ahead of your assessment, you are recommended to test your equipment. You can do this by visiting our pages for your:
- Work Capability Assessment (WCA) and Industrial Injuries Disablement Benefit (IIDB) video assessment
Please make sure you use the correct link for the benefit you are applying for.
If you need help before your assessment, require an interpreter, or any other reasonable adjustments, please contact Serco at least two days before your assessment.
Please note that video recording of your assessment is not permitted.
You should enter the video assessment waiting room 10 minutes in advance of your appointment. Please make sure your device is fully charged and that you have a quiet place with good reception to take part in the assessment.
Video assessments often last between 20 minutes and 1 hour, however they may take longer if necessary.
If you are unable to attend your assessment or are having problems with your equipment, please let us know as soon as possible by contacting Serco.
The health professional undertaking your assessment will check your identity and explain what you should expect.
During your assessment, you can expect to be asked about your health conditions or disabilities and how your condition affects your day-to-day life depending on the benefit you are being assessed for.
Depending on your illness or disability, the health professional may ask you to take part in movements like stretching, standing, and bending.
If you are concerned that any movements will cause you pain, please tell the health professional at the assessment.