Since 29 June 2026, telephone and face-to-face assessments have been automatically audio recorded under arrangements introduced by the Department for Work and Pensions (DWP). The recordings are intended to provide an accurate account of assessments, while claimants retain the option to request that their appointment is not recorded.
Claimant Refused Recording Despite DWP Guidance
According to Benefits and Work, one of its members encountered difficulties obtaining a recording of their PIP assessment conducted by Capita. The claimant had requested the recording following advice from the assessor but was subsequently refused access. The explanation given was that the recording did not contain sufficient identification information to establish the claimant’s identity.
The member reported being told that Capita had strict rules preventing the release of recordings without security identification details, including the claimant’s name. Yet the individual recalled providing information from their driving licence immediately after recording began. They also reported hearing the assessor enter those details into a computer system during the appointment.
The incident has prompted questions about whether the refusal was an isolated case or reflected wider difficulties experienced by claimants seeking their recordings. According to the PIP assessment guide, paragraph 1.6.63 states that assessment providers “must ensure that a copy of the recording is provided to the claimant upon request, including any reasonable requests for multiple copies“.
Benefits and Work has invited other claimants to share similar experiences, particularly where requests have been rejected and explanations have been provided by assessment companies. The organisation also reported that a moderator recommended submitting a Subject Access Request and making a formal complaint. It advised claimants to consider making their own recordings alongside the official assessment recording.
How Claimants Can Access Their Assessment Recordings
According to the Birmingham Mail, the DWP has established procedures allowing claimants to request their recordings during or after an assessment. Once a recording becomes available, claimants receive a text message containing a secure download link. Access requires a smartphone and the claimant’s National Insurance number.
The DWP explains that recordings can be downloaded multiple times, but only within 24 hours of the first download. After that period, the download option expires and a replacement link must be requested.
Claimants experiencing difficulties with expired or non-functioning links are instructed to contact the telephone number displayed on their appointment letter. Those without a suitable phone or another means of downloading the recording can submit a Right of Access request or write directly to the DWP.
The department also permits claimants to share their download link with a trusted friend or someone assisting them, while advising against wider distribution. Video assessments remain outside the automatic recording arrangements because of technical limitations. The DWP says it is working towards enabling audio recording during video appointments. Claimants who consider recording particularly important are advised to contact the department before their appointment using the number provided in their assessment letter.
