Many appointments are now carried out by telephone or video call rather than face-to-face. These remote appointments are commonly used for benefit claims, work coach meetings, and routine support where attending a local office is not essential.
This guide explains how Jobcentre Plus telephone and video appointments work, what to expect, how to prepare, and what to do if you miss an appointment or have technical problems.
Why Jobcentre Plus Uses Telephone and Video Appointments
Jobcentre Plus uses remote appointments to make services more accessible and efficient for claimants. Not every appointment requires an in-person visit, and many discussions can be handled remotely.
- To reduce travel time and costs for claimants
- To support people with health conditions or mobility issues
- To manage appointment demand more efficiently
- To allow quicker access to advisers and work coaches
What Is a Telephone Appointment?
A telephone appointment is a scheduled phone call from Jobcentre Plus or your assigned work coach. The call usually comes from a withheld or unknown number.
Telephone appointments are commonly used for:
- Universal Credit work coach check-ins
- Job search reviews
- Benefit claim discussions
- Changes of circumstances
- Follow-up questions or support
Calls typically last between 10 and 30 minutes. It’s important to be available at the scheduled time and keep your phone nearby.
What Is a Video Appointment?
A video appointment is an online meeting with a Jobcentre Plus adviser using video-calling software. These appointments allow advisers to speak with you face-to-face without requiring an office visit.
Video appointments may be used for:
- Work-focused interviews
- Employment and training support sessions
- Appointments involving documents or forms
- Longer or more detailed discussions
You will normally receive joining details through your online account, text message, or email. Most video appointments work through a web browser and do not require software installation.
What You Need for a Video Appointment
- A smartphone, tablet, laptop, or desktop computer
- A reliable internet connection
- A working camera and microphone
- A quiet and private space
- Any documents requested by your adviser
Are Telephone and Video Appointments Mandatory?
Yes. Telephone and video appointments are official Jobcentre Plus appointments. Failing to attend without a valid reason can lead to delays in your claim or possible benefit sanctions.
What If You Miss an Appointment?
If you miss a telephone or video appointment, you should act as quickly as possible.
- Check your online journal or messages
- Explain why the appointment was missed
- Contact Jobcentre Plus as soon as possible
- Request a rearranged appointment if needed
Valid reasons may include illness, technical issues, emergencies, or accessibility problems.
Can You Ask for a Face-to-Face Appointment?
Yes. You can request an in-person appointment if you do not have access to suitable technology, have health or accessibility needs, or feel that a face-to-face meeting is necessary. Requests are considered on a case-by-case basis.
This page provides independent information about Jobcentre Plus procedures and is not affiliated with the DWP or GOV.UK.
