DWP Shares Update After Benefit Assessments Face Cancellation Delays

If you’re claiming Universal Credit, Employment and Support Allowance (ESA), or Incapacity Benefit, and waiting for a Work Capability Assessment (WCA), there’s a new update you need to know about. After concerns were raised in Parliament, the Department for Work and Pensions (DWP) and assessment provider Maximus have spoken out on recent cancellations – and the numbers might surprise you.

Let’s break down what’s really happening, why appointments are being scrapped, and what’s being done to fix it.

Delays

Claimants across three major benefits—Universal Credit, ESA, and Incapacity Benefit—have faced significant delays in getting their WCA appointments. These assessments are key. They help decide what level of work (if any) someone can do, based on their medical condition. This then affects the type and amount of support they’re entitled to receive.

As of October 31, 2025, over 74,000 new claimants and 40,000 existing ones were still waiting for an assessment with Maximus, the DWP’s contracted assessment provider.

That’s a backlog of over 114,000 people.

Cancellations

Cancellations have sparked frustration. So how many people have actually been affected?

Here’s what the data shows between September 9, 2024, and October 31, 2025:

Claimant Type	One Cancellation	Two Cancellations	More Than Two
New Claimants	640	60	10
Existing Claimants	250	20	<5

While the numbers might seem small compared to the total waiting, each cancellation adds emotional and financial stress to claimants who often depend on timely assessments to access support.

Reasons

So, what’s going on behind the scenes?

Maximus and the DWP both pointed to “unforeseen circumstances” as the main reason behind these cancellations. Think of things like:

• The assessing healthcare professional calls in sick
• A file or report hasn’t arrived in time
• Delays in getting key information from a claimant’s GP
• Overbooked appointment slots or long wait times

In most of these cases, it’s not the claimant’s fault. Still, it’s the claimant who feels the pressure of delays, especially when their financial wellbeing hangs in the balance.

Response

SNP MP Chris Law took the issue to Parliament, asking for clear figures and accountability. In response, DWP Minister Stephen Timms acknowledged the problem but emphasized that such cancellations are rare.

He assured Parliament that Maximus is contractually obligated to make every effort to avoid cancellations. If a cancellation is unavoidable, they must:

• Call the claimant to explain
• Apologize for the delay
• Rebook the appointment as soon as possible

Statement

Maximus also released a public statement, addressing concerns about their performance. They claimed that less than 0.4% of all appointments had been cancelled since they began delivery in 2024.

They added that when cancellations do occur, they work quickly to rearrange the appointments. The company stressed its commitment to delivering a “sensitive and respectful” service.

So yes, the system isn’t perfect—but the data shows that most appointments are still going ahead as planned.

Reality

Although the percentages seem small, for the individuals involved, the effects can be huge.

Just imagine: You’ve been waiting months for an assessment. You finally get a date, plan your week around it—maybe even take a long bus ride or arrange for someone to assist you—only to get a call saying it’s off. Now you’re left waiting again, often with no clear idea when it’ll be rescheduled.

That kind of uncertainty is more than just inconvenient. It can leave people without the support they need to pay rent, buy groceries, or manage their condition properly.

Support

If you’re currently affected by a WCA cancellation, here’s what you can do:

• Stay in touch with your caseworker: Keep them informed and updated.
• Answer all calls: Maximus usually contacts you via phone to rearrange.
• Gather medical evidence: Having updated info from your GP can help speed things up.
• Use support services: Many charities offer help with navigating the assessment process.

Outlook

With pressure mounting from MPs and growing scrutiny, both the DWP and Maximus may take further steps to cut delays and improve communication with claimants. But for now, patience is still needed.

If you’re one of the thousands waiting, remember—you’re not alone. While only a small percentage of appointments are cancelled, your experience matters. And with new attention on the issue, change might finally be on the horizon.

FAQs