For hearing and speech impaired customers:
DWP utilise the Video Relay Service (VRS) which enables customers to communicate in real time via a British Sign Language (BSL) interpreter using a video connection on an electronic device. There is no need to be in the same location or for the customer to make an appointment.
DWP also use Relay UK, previously known as Next Generation Text. The ‘app’ enables customer to contact a BT agent and type a message to them. The BT agent then calls DWP and verbally passes on the typed message. It works in reverse for a three-way conversation ie the DWP telephony agent speaks, and the BT Relay agent types the message back to the customer.
Work Capability Assessment
Customers requiring a Work Capability Assessment (WCA) are sent a clerical WCA50. The WCA50 will also gather details of any Reasonable Adjustment (RA) or Alternative Format (AF) requirements. If a RA/AF requirement is established, we would update the availability constraints within Medical Services Referral System (MSRS) to advise the healthcare providers that a face-to-face assessment is required. All WCA appointment letters are sent out clerically too. In cases where customers are vulnerable, and require more intensive support, home visits can be arranged through the Visiting Service, who can help with form completion for example.
questions-statements.parliament.uk/written-questions/detail/2025-02-06/29709
