Missing an appointment with Jobcentre Plus, a work coach or a benefit assessment provider can affect your claim. However, it does not automatically mean that your benefit will stop.
The most important thing is to contact the correct office as soon as possible, explain what happened and ask for another appointment. If the Department for Work and Pensions accepts that you had a good reason for not attending, you should not receive a sanction for the missed appointment.
What Should You Do If You Cannot Attend?
Contact the DWP or assessment provider as soon as you realise that you cannot attend. Whenever possible, do this before the appointment is due to begin.
For a Universal Credit appointment, leave a message in your online journal. Explain:
- Which appointment you cannot attend
- The date and time of the appointment
- Why you cannot attend
- When you became aware of the problem
- Whether you have any supporting evidence
- When you will be available for another appointment
Ask for the appointment to be rearranged and check your journal regularly for a response.
If you cannot access your Universal Credit account, contact the Universal Credit helpline. For other Jobcentre Plus appointments, you can call 0800 169 0190, Monday to Friday between 8am and 6pm.
A different number may be shown on your appointment letter. Use the number on the letter when contacting a health assessment provider, Restart Scheme provider or another organisation working on behalf of the DWP.
What Counts as a Good Reason?
There is no single list that guarantees a reason will be accepted. The DWP should consider the circumstances of the individual case, including what happened, how it affected you and whether you contacted them within a reasonable time.
Possible good reasons may include:
- Being unexpectedly ill
- Attending an urgent medical or hospital appointment
- A family or domestic emergency
- A bereavement
- Serious travel disruption
- An accident or emergency
- A problem connected with your disability or health condition
- Not receiving the appointment notification
- Being unable to access a telephone or online appointment
- Caring for a child or dependant during an emergency
Simply forgetting an appointment may be less likely to be accepted. You should still contact the DWP immediately and explain honestly what happened.
The sooner you make contact, the easier it may be to show that you did not deliberately ignore the appointment.
What Evidence Might Help?
You may be asked to provide evidence supporting your explanation. Suitable evidence will depend on why the appointment was missed.
Examples could include:
- A medical appointment letter
- Hospital discharge information
- Confirmation from a healthcare professional
- A cancellation or delay notice from a transport company
- A police incident or crime reference number
- Evidence of a telephone or internet outage
- Messages showing when you contacted the DWP
- Information relating to a family emergency
Do not delay contacting the DWP because you are waiting for evidence. Report the problem first and explain that supporting information will follow if necessary.
Keep copies or screenshots of journal messages, letters and any documents you provide.
Missing a Universal Credit Work Coach Appointment
Universal Credit claimants may be required to attend appointments as part of their claimant commitment. Appointments may take place:
- At a Jobcentre
- By telephone
- Through a video call
- With an employment programme provider
If you miss a mandatory appointment without an accepted good reason, your case may be referred to a DWP decision maker. The decision maker will consider your explanation and decide whether a sanction should be applied.
A sanction reduces the standard allowance included in your Universal Credit payment. Other elements, such as amounts for housing or children, are not normally the part directly reduced by the sanction, although the overall payment you receive will be lower.
You should not assume that an appointment has been cancelled simply because your work coach has not called at the expected time. Leave a journal message recording that you were available and ask whether another call will be arranged.
What If the Work Coach Did Not Call?
For a telephone appointment:
- Keep your telephone switched on and check that it has a signal.
- Make sure calls from withheld or unknown numbers are not blocked.
- Remain available for a reasonable period after the scheduled time.
- Record the time and any attempted calls.
- Leave a message in your Universal Credit journal if no call arrives.
A delayed or missed call from the Jobcentre should not be recorded as your failure to attend if you were available and followed the instructions provided.
A short journal message could say:
I was available for my telephone appointment at 10am today, but I did not receive a call. My phone was switched on and able to receive calls. Please confirm whether the appointment will be rearranged.
Missing a Work Capability Assessment
A Work Capability Assessment helps determine how a health condition or disability affects your ability to work.
Assessments can take place in person, by telephone or through a video call. If you cannot attend, contact the assessment provider using the details on your appointment letter.
Do not rely solely on a message to your work coach unless the appointment letter specifically tells you to do so. Work Capability Assessments are normally administered by a separate assessment provider.
Failing to attend without an accepted reason can lead to a decision that you do not have limited capability for work. This could affect both your work-related requirements and any additional Universal Credit amount connected with limited capability for work and work-related activity.
Contact the provider promptly, request another appointment and keep a record of the conversation.
Missing a PIP Assessment
If you cannot attend a Personal Independence Payment assessment, contact the assessment provider immediately. Its telephone number should be printed on your appointment letter.
Explain why you cannot attend and ask whether the assessment can be rearranged. Do not ignore the letter or assume that the provider will contact you again automatically.
Failing to participate in a PIP assessment without a good reason can result in the DWP making a decision without the assessment or ending the claim.
If your disability makes a particular type of assessment difficult, explain what support or reasonable adjustment you require. Depending on your circumstances and the available evidence, the provider may consider another assessment method.
Can Someone Attend With You?
You can usually have another person with you during a Work Capability Assessment or PIP assessment. This could be:
- A friend or relative
- A carer
- A support worker
- An advocate
The person can provide reassurance, help you understand questions and take notes. They should not answer every question for you unless you are unable to communicate the answer yourself.
Ask the assessment provider in advance if you need an interpreter, communication support or another reasonable adjustment.
What Happens If You Receive a Sanction?
The DWP should send you a journal message or letter explaining:
- Why the sanction was imposed
- How your Universal Credit will be affected
- How long the reduction may last
- What you need to do next
Read the decision carefully. If you believe it is wrong, you can ask the DWP for a mandatory reconsideration. This asks the DWP to examine the decision again.
Normally, you should request a mandatory reconsideration within one month of the decision date. A late request may sometimes be accepted if you have a good reason for the delay.
Provide a clear account of what happened, when you contacted the DWP and why you believe you had a good reason. Include supporting evidence where available.
Help If a Sanction Leaves You Without Money
You may be able to request a recoverable hardship payment if a Universal Credit sanction leaves you unable to meet essential living costs.
Eligibility conditions apply, and a hardship payment normally has to be repaid through deductions from future Universal Credit payments.
You can also seek help from:
- Citizens Advice
- A local authority welfare rights service
- A housing association support team
- A food bank or local welfare assistance scheme
- An independent benefits adviser
Contact your landlord or essential service provider promptly if the reduced payment will make it difficult to pay a bill.
Key Advice
If you miss or cannot attend a DWP appointment:
- Contact the DWP or assessment provider immediately.
- Explain fully and honestly why you could not attend.
- Ask for the appointment to be rearranged.
- Keep screenshots and copies of all communications.
- Supply supporting evidence where available.
- Respond promptly to any further journal message or letter.
- Challenge an incorrect sanction or benefit decision.
Missing an appointment can have consequences, but acting quickly and providing a clear explanation can prevent or resolve many problems.
