Audio recordings at health assessments
Updated 29 June 2026
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Changes to health assessments
From 29 June 2026, all telephone and face-to-face appointments will be audio recorded.
We have introduced audio recording to keep an accurate record of your assessment.
You can ask for your assessment to not be recorded. You will not be disadvantaged if you do.
What happens at an assessment
You will get an appointment letter from the Health Assessment Advisory Service (HAAS). It will explain the type of assessment they have booked for you.
Your assessment will be recorded automatically if it is:
- over the phone
- in person (at a centre or in your home)
You can tell the health professional carrying out your assessment if you no longer want to be recorded.
Decision makers will not use recordings to make their decisions.
Video assessments
We can’t record video assessments because of technical limitations. We are working on a way to allow audio recording during video assessments in the future.
If having your assessment recorded is important to you, please contact us before your appointment using the number at the top of your appointment letter.
If you do not want to be recorded
If you do not want to be recorded, contact HAAS before your appointment using the number at the top of your appointment letter.
You can also tell your Health Professional at any point during the assessment if you do not want to be recorded.
You will not be disadvantaged if you opt out. Your assessment will be carried out in the same way. Opting out does not affect the length of time it takes to process your claim.
Choosing to opt out of being recorded will not apply to other assessments in the future. You will need to tell us each time.
How to get your recording
You can ask to be sent your recording at any point during the assessment or by calling the number on your appointment letter.
When your recording is ready, you will receive a text message with a secure link to download it. You will need a smartphone and your National Insurance number to access the recording.
If you do not have a phone or other means to download the recording, you can submit a Right of Access request or write to DWP. More information is in the ‘get help with accessing your recording’ section.
The link will only work for 7 days after it is sent.
If you need help downloading your recording, you may share the link with a trusted friend or someone supporting you, but you should not share it more widely.
You can download your recording more than once, but only within 24 hours of the first download. After those 24 hours, the download option will expire and you will not be able to download it again.
If the link expires or does not work, you will need to request a new one by calling the number on your appointment letter.
Get help with accessing your recording
If you can’t access your recording, you can ask the Department for Work and Pensions (DWP) for a copy using the request your personal information from DWP form.
You can also ask for your recording by writing to us.
In your letter, explain that you want a copy of your health assessment audio recording. It is helpful if you can include the date it happened and any accessibility needs you might have. You must also include your:
- full name
- address and postcode
- date of birth
- National Insurance number
Post your written request to:
Right of Access Requests
Mail Handling Site A
Wolverhampton
WV98 2EF
Sharing recordings
Your recording may only be used in relation to your claim.
It must not be published or reproduced.
DWP reserve the right to act if the recording is used for unlawful purposes. For example, if it is altered and published for malicious reasons.
To learn more about information rights and how DWP uses information, please visit DWP’s Personal Information Charter.
How DWP uses the recording
DWP will normally keep your recording for 24 months before it is securely deleted.
In some cases, like if there is an ongoing dispute, it may be kept longer.
Your recording and personal information is only used when needed. For example, it may be used to review how the assessment was carried out if there’s a dispute.
The recording is kept secure in line with data protection law.
Your personal information and rights
It is your choice whether your assessment is recorded.
Your recording and personal information are kept securely and handled in line with data protection law. It will only be used where necessary for your claim.
If you want your audio recording to be deleted, you can contact the Data Protection Officer by email at data.protectionofficer@dwp.gov.uk or by post:
DWP Data Protection Team
Benton Park View 6
Room BP6001
Mail Handling Site A
Wolverhampton
WV98 1ZX