DWP Responds to Work Capability Assessment Cancellations for Claimants

Thousands of people claiming benefits like Universal Credit, Employment Support Allowance, and Incapacity Benefit have been left in limbo due to delays and cancellations in their Work Capability Assessments (WCAs). The Department for Work and Pensions (DWP) has now issued an official update, addressing rising concerns around missed appointments and how many people have been affected.

This follows pressure in Parliament, with MP Chris Law questioning how widespread the issue is, especially for those already receiving benefits and waiting for reassessment.

Background

Work Capability Assessments are a key part of determining whether someone is fit to work, partially capable, or unable to work at all due to health conditions. The result directly affects what level of benefit they get.

The current provider for these assessments, Maximus, has been under scrutiny after reports that appointments were being cancelled—some more than once—leaving vulnerable claimants stuck in a frustrating waiting game.

Delays

As of October 31, 2025, the DWP confirmed that around 114,000 people were still waiting for a WCA. This includes:

• 74,000 new benefit applicants
• 40,000 existing claimants

These figures include everyone in Maximus’s caseload, from those who have just filled in their initial health questionnaires to those whose GP reports are still being collected.

That’s a lot of people waiting—and for many, the wait affects their income, stability, and peace of mind.

Cancellations

So, how many of these people had their appointments cancelled? Between September 9, 2024, and October 31, 2025, the DWP gave the following breakdown:

Number of Cancellations	New Claimants	Existing Claimants
One	640	250
Two	60	20
More than Two	10	<5 (rounded to 5)

While the percentages seem small compared to the total caseload, for those affected, the impact is very real. Imagine waiting weeks for a life-changing appointment—only to have it cancelled, sometimes more than once.

Explanation

Why are these cancellations happening in the first place?

Both the DWP and Maximus blame “unforeseen circumstances.” These include:

• Illness or unavailability of a healthcare professional
• Delays in receiving medical files or GP reports
• Technical issues or high on-the-day wait times

Maximus insists that fewer than 0.4% of all appointments have been cancelled since it started handling assessments in 2024.

They also say they work hard to rebook assessments quickly and always aim to call the claimant, explain the situation, and offer a new date. But when you’re waiting for support, even a small delay can feel huge.

Process

DWP Minister Stephen Timms explained in Parliament that Maximus must try every possible avenue to avoid cancelling an appointment. If cancellation is unavoidable, they are required to:

• Call the claimant to explain the situation
• Apologise and outline next steps
• Rebook the appointment as quickly as possible

This process is supposed to minimise disruption—but how well it’s being carried out remains up for debate.

Public Response

Critics argue that the system isn’t working as well as the DWP claims. For people with serious medical conditions, repeated delays can be devastating. Not only are they waiting for financial certainty, but often for confirmation of how their condition is officially recognised by the government.

This update was meant to reassure the public and bring some transparency to the figures. But many campaigners and claimants say the system still needs serious reform—especially to reduce the wait times and improve reliability.

Maximus may be doing its best, but for the thousands caught up in the delays, that might not feel like enough.

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