You can ask to change or cancel a Universal Credit appointment through your online Universal Credit account. Leave a journal message as soon as you know that you cannot attend.
Explain why you need another date, time or appointment method. Do not simply miss the appointment, as failing to attend without an accepted good reason could result in a sanction or delay to your claim.
How to Change a Universal Credit Appointment Online
The quickest way to request a change is normally through your Universal Credit journal.
- Sign in to your Universal Credit account.
- Open your journal.
- Select the option for contacting your work coach or asking about an appointment.
- Identify the appointment you cannot attend.
- Explain why you need to change it.
- Say when you will be available.
- Ask for confirmation of the new appointment.
Journal messages are normally answered Monday to Friday between 8am and 6pm. Check your account regularly for a response.
Your appointment has not necessarily been changed until Universal Credit confirms the new arrangement.
Universal Credit Journal Message Example
I am due to attend a Universal Credit appointment at 10am on 12 August, but I cannot attend because I have a hospital appointment at the same time. Please can this be rearranged? I am available on Wednesday afternoon or at any time on Thursday. I can provide evidence of the hospital appointment if required.
Can I Cancel the Appointment Completely?
You can request cancellation, but your work coach may decide that the appointment is still required and arrange another date instead.
Universal Credit appointments may be used to:
- Verify your identity
- Check information about your claim
- Agree or review your claimant commitment
- Discuss your job search
- Review self-employment
- Check a change in circumstances
- Discuss your health or caring responsibilities
- Complete a Universal Credit claim review
If the appointment is necessary to process or maintain your claim, it will usually be rearranged rather than permanently cancelled.
Universal Credit Helpline
If you cannot use your online account, contact the Universal Credit helpline:
Telephone: 0800 328 5644
Relay UK: 18001 then 0800 328 5644
Welsh language: 0800 328 1744
Opening hours: Monday to Friday, 8am to 6pm
Calls to 0800 numbers are free from UK mobiles and landlines.
Have your National Insurance number and account details available. Explain which appointment you need to change and why you cannot use your journal.
Universal Credit in Northern Ireland is administered separately. Use the details supplied in your account or appointment notice to contact the Northern Ireland Universal Credit Service Centre.
Reasons for Changing an Appointment
Possible reasons for requesting another appointment include:
- Unexpected illness
- A medical or hospital appointment
- A job interview
- Being required to work
- An urgent childcare problem
- A caring responsibility
- A family or domestic emergency
- A funeral
- Cancelled public transport
- Severe weather making travel unsafe
- A difficulty connected with your disability
- Being unable to participate by telephone or video
- Not receiving reasonable notice
Whether your reason is accepted will depend on the circumstances. Give a complete and honest explanation rather than simply saying the appointment is inconvenient.
Will I Need to Provide Evidence?
Your work coach or a DWP decision maker may ask for evidence, particularly if the appointment was mandatory or has already been missed.
Evidence could include:
- A hospital or medical appointment letter
- Confirmation from an employer
- A job-interview invitation
- Evidence of a transport cancellation
- A police incident number
- Information relating to a family emergency
- Proof that you attempted to contact Universal Credit
- Evidence of a telephone or internet problem
Do not delay sending a journal message while waiting for evidence. Report the problem immediately and provide supporting information afterwards if requested.
Can I Change to a Telephone Appointment?
You can ask whether an in-person appointment can take place by telephone or video instead.
This may be appropriate because of:
- A health condition or disability
- Difficulty using public transport
- Temporary illness
- Caring responsibilities
- Childcare difficulties
- Severe anxiety or another mental health condition
Your work coach will decide whether another appointment method is suitable. A telephone appointment is not automatically available in every case.
If you require a reasonable adjustment because of a disability, explain this clearly in your journal.
What If You Are Too Ill to Attend?
Leave a journal message as soon as possible and explain:
- When you became unwell
- How the illness prevents you from attending
- Whether you expect the problem to be temporary
- Whether a telephone appointment would be possible
- When you may be able to attend again
If your health condition affects your capability for work for more than seven days, you may need to obtain a fit note and report its details through your Universal Credit account.
A fit note does not automatically cancel every work coach appointment. Continue checking your journal and discuss your requirements with your work coach.
What If the Appointment Is Today?
Contact Universal Credit immediately through your journal. If the appointment is due very soon and you cannot access your account, call the helpline.
Include the time of the appointment and a telephone number where you can be reached. Ask whether it can be conducted by telephone or moved to another date.
What If You Have Already Missed the Appointment?
Leave a journal message immediately, even if the appointment was several hours or days ago.
Explain:
- Why you did not attend
- Why you could not contact Universal Credit beforehand
- When you became able to make contact
- What evidence you can provide
- That you are willing to attend another appointment
You could write:
I am sorry that I missed my appointment at 11am today. My daughter had an accident at school, and I had to take her for urgent medical treatment. I was unable to access my journal at the time. Please can the appointment be rearranged? I can provide evidence if required.
Do not ignore a journal message asking you to explain why you missed an appointment. There may be a deadline for responding.
Can Missing an Appointment Cause a Sanction?
Your Universal Credit could be reduced if:
- The appointment formed part of your claimant commitment.
- You failed to attend or participate.
- The DWP decides that you did not have a good reason.
A sanction should not be automatic. You should have an opportunity to explain what happened, and a DWP decision maker should consider your circumstances.
If your explanation is accepted as a good reason, your payment should not be reduced for that failure.
If a sanction is imposed, you should receive a journal message or letter explaining the decision. You can request a mandatory reconsideration if you believe it is wrong.
What If the DWP Does Not Call?
Universal Credit telephone calls may appear as:
- An unknown number
- A withheld number
- 0800 0232 635
- 0800 640 4999
Keep your telephone switched on, check that it has a signal and temporarily allow calls from withheld numbers.
If the expected call does not arrive, leave a journal message:
I was available for my telephone appointment at 2pm today, but I did not receive a call. My phone was switched on and able to receive calls. Please confirm whether another appointment will be arranged.
This creates a written record showing that you were available for the appointment.
PIP and Work Capability Assessment Appointments
A PIP assessment or Work Capability Assessment may be arranged by a separate health assessment provider.
To change one of these appointments, use the telephone number or contact details printed on your appointment letter. A Universal Credit journal message may not cancel an assessment administered by another provider.
Universal Credit Claim Review Appointments
If your appointment is part of a Universal Credit claim review, contact the claim review agent through your journal.
A review can involve providing bank statements and other documents followed by a telephone appointment. Contact the review agent before the deadline if you need more time or cannot attend.
Important Points to Remember
- Use your Universal Credit journal as early as possible.
- Explain why you cannot attend.
- Ask for another appointment rather than simply not appearing.
- Check that the change has been confirmed.
- Keep screenshots of messages and supporting evidence.
- Call the helpline if you cannot access your account.
- Contact the relevant assessment provider for PIP or Work Capability Assessment appointments.
- Respond immediately if you have already missed the appointment.
Most appointments can be rearranged when there is a genuine reason, particularly when you make contact promptly and cooperate with arranging another suitable time.
