Work Capability Assessment Timescales

Wendy Chamberlain Excerpts

Wednesday 4th March 2026 Westminster Hall

[Wendy Chamberlain (North East Fife) (LD)]

I beg to move,

That this House has considered Work Capability Assessment timescales.

It is a pleasure to serve under your chairship, Mr Western. I welcome the Minister to his place to discuss this important issue. I am grateful to him and his office for their recent engagement with my office on this issue. I am sure he has gathered from our recent correspondence that the focus of my remarks today will not be about the timescales for first-time applications for work capability assessments, but those for people who have requested a new assessment or a reassessment.

There are lots of reasons why someone might need a new assessment. No health condition follows a set path. Although we hope that someone’s health might stay stable or improve, often that is not the way it works out. I do not know how many applicants are waiting for brand-new work capability assessments, but I know that the Minister wrote to me last month to tell me there was a backlog of 35,000 reassessments waiting to be seen. That is a lot of people struggling or unable to work and arguably not getting the support that they need. In response to recent parliamentary questions, I was told that the Department has no breakdown on that backlog, which I find quite concerning. I hope the Minister will take that away. I hope he will tell me in his remarks all the ways they are trying to fix the backlog, but I put it to him that we cannot add capacity if we do not know where to target, so we need a breakdown of that backlog.

[Jim Shannon (Strangford) (DUP)]

I commend the hon. Lady for securing this debate. To add my support from a personal point of view, in my office I have a lady who looks after nothing else but benefits. She has told me that there are major issues regarding reassessment waiting times for those who are up for review. The official internal figures for Northern Ireland show that the mean average wait was around 290 working days—58 weeks—and some people are waiting as long as seven to eight years. I have to say, in all honesty, those are extremes, but it does underline the very issue that the hon. Lady is talking about. Does she agree that the one way to solve this problem is more staff? They must be hired to deal with the backlog, as applicants are feeling stressed and anxious that their financial stability might change.

[Wendy Chamberlain]

I am grateful to the hon. Member for his intervention. I will go on to talk about my own caseworkers’ experience. It is right that we recognise that they are the people dealing with the brunt of this. I am going to outline some of the challenges and what I hope the Minister might tell us he is doing to address those.

There are different assessment providers across the UK. Maximus serves my constituency of North East Fife, whereas other assessment contracts sit with Capita, Serco and Ingeus. I would be grateful for more staffing near North East Fife, but the Department for Work and Pensions seems to have no knowledge of whether the problems are greater in Scotland or Skegness. When I talk about delays, I am not talking about a service standard being missed by a few weeks or even a few months. Like the hon. Member for Strangford, I have cases where wait times are 18 months or more.

I want to talk about the impact of such delays on people on the waiting list. I hope the Minister and you, Mr Western, will understand that for the security and wellbeing of my constituents, I am not going to share individual details. There are common denominators across the cases that can paint a picture but, as most MPs know, the people we support are often vulnerable and have suffered considerably in their lifetimes, and it is important that we safeguard their welfare.

The common denominators are backgrounds of serious abuse, sometimes back to childhood—abuse that is hard to imagine and has a serious impact on adult mental health and wellbeing; severe anxiety, depression and post-traumatic stress disorder; physical symptoms and pain, sometimes linked to external factors like car accidents and other times linked to past and ongoing trauma. I also have at least one case waiting for a diagnosis of attention deficit hyperactivity disorder. In general, there is extreme vulnerability across the board.

Summer 2024 seems like a long time ago. There were 243 happy and optimistic newly elected Labour MPs filling the Palace, the Paris Olympics were just kicking off, London was full of Swifties for the Eras tour, and my constituents were taking the difficult decision that their health struggles were too much to manage to hold down a job and starting the process of requesting support from the DWP. That illustrates how long they have been waiting. These extended waits are absolutely debilitating. The not knowing is incredibly difficult. I think all MPs know from experience that these people worry to the point of obsessive hyper-fixation that their existing benefits will be taken away. That is added to by the stigma people feel for not being able to support themselves or their children, relying on the food bank and not being able to meet their basic needs for energy or clothes, and the anxiety of being judged by those around them.

The hon. Member for Strangford mentioned his caseworkers. I spoke with my caseworkers in the run-up to this debate. I want to take a moment to appreciate our caseworkers, because we need to remember that they are not trained as benefit advisers, counsellors or welfare specialists, but they are the ones picking up the phones day in, day out, trying to unpick what has gone wrong and providing back-up to constituents who find themselves in crisis with nowhere else to go. That is true of all MPs’ offices.

[Steve Darling (Torbay) (LD)]

As a former caseworker, I can reflect on how it can impact you as an individual. I used to play ABBA after hearing about particularly traumatic events on the phone with constituents of the MP I used to work for. We need culture change, and to make sure that those who undertake this service to the public, whether it is Capita or other providers, use a trauma-informed approach. Have you seen such a culture change within these organisations? I hope the Minister will reflect on that in his remarks later.

--- Later in debate ---

[Wendy Chamberlain]

Culture does seem to be part of the problem in these circumstances. My view is that my caseworkers work incredibly hard, but if systems, processes and institutions worked the way they were supposed to, the casework often would not come to us in the first instance.

One of my caseworkers told me that, on the phone, someone can go from being completely fine and talking about their application and their health treatment to being in floods of tears and expressing suicidal thoughts with next to no warning. The DWP is not responsible for the underlying factors and histories of my constituents—let me make that clear—but it is here to provide a safety net. Leaving my constituents in limbo has made everything much worse. Mental and physical health are worse, and trauma responses are triggered. One of my constituents has been advised that there is no point pushing on with investigations and treatment for her pain while so many anxiety-inducing factors are ongoing, so recovery is being impacted too. Being unable to work without the additional health element of universal credit can make it incredibly difficult to make ends meet. As we all know, poverty and ill health is a terrible cycle.

The constituents I am working with are trying their best, and I am grateful to the local agencies that offer support. I would like to highlight the work of Fife Women’s Aid and Square Start. The former offers invaluable trauma support and counselling, and the latter can help with all sorts of essential life skills. Many of my constituents have particularly benefited from help with budgeting and managing their finances. However, the reality is that we are all stuck in a holding pattern until the assessments are carried out and decisions are made. My constituents are not alone; they are in a cohort of 35,000 others.

The Minister mentioned the steps the Government are taking to reduce the backlog in his letter to me last month. He will be unsurprised to know that I have some questions that I hope he will be able to address today. First, can he explain why his Department has prioritised new work capability assessments over applicants who have notified the DWP about a change in condition? I am not saying that existing claimants should be prioritised, but a “first come, first served” process, or some other type of prioritisation system, might be fairer. Can the Minister explain how the backlog has got so big? If it stems back from before the 2024 election, why is it taking so long to tackle it? What grounds does his Department use for considering expediting reassessment?

My caseworkers, coincidentally, went to an information session run by Maximus yesterday, and they, with the 50 or so other staffers on the call, were told that the DWP has the power to approve reassessments being processed if it thinks there are reasonable grounds for doing so. That was news to my team and me, because DWP case handlers have consistently said that Maximus is independent and that it has no influence over its operations.

However, we were told yesterday that Maximus is under instruction from DWP to prioritise all new applications, and to look at the backlog of reassessments only if it finds spare capacity. If we write to Maximus and make the case for a reassessment being prioritised, it can escalate it to DWP, and that is where the ultimate decision lies. I would be very keen to hear more about that and confirmation of what we were told yesterday from the Minister.

On making things faster, will the Minister please give more details of what is entailed in rapidly expanding reassessment capacity and accelerating the recruitment of health professionals? That goes to the point made by the hon. Member for Strangford. Given work capability assessments are outsourced to companies such as Maximus, what conversations is the Department having with providers about increasing that capacity? How will that be carried out and how will it be allocated geographically? The DWP already carries out some PIP assessments in-house. Has the Department considered adding capacity to work capability assessments with in-house resource?

The Minister said in his letter to me that health professionals are being encouraged to make recommendations based on the papers, rather than in person, where possible. What is he doing to make sure those decisions are being made correctly? I am aware, for example, that at least one of my constituents is stuck on a very long waiting list for PTSD and ADHD diagnoses. There are NHS backlogs everywhere, and Scotland, regrettably, is no exception.

That leads me on to my next question: how does the Minister intend to ensure, with this rapid expansion, that the right decisions are being made overall? Rushing at this stage and getting it wrong will just push the backlog into mandatory reconsideration, which helps nobody, and will lead to more delays for our constituents and more administration costs for his Department.

On a final note, although this is not why I secured this debate, I am aware that the Minister might be minded to mention the planned long-term reforms for work capability assessments. I make a plea for him to think very carefully about what assessments will be used for Scottish applicants, and how those systems will be linked with the DWP. As he knows, we have the adult disability payment under Social Security Scotland, and there are already so many problems that need fixing in how these two systems talk to each other—or do not, as the case may be. My caseworkers have to be experienced in both of these systems. At the moment, failing to fix those foundations and ensuring that the right conversations take place between the Scottish Government and the DWP would be unhelpful for everyone.

To conclude, 35,000 people waiting sounds like just another number, but it is the size of a medium town in the UK, or just a little bit smaller than the population of Lichtenstein. There is a significant cost for every person left in limbo, to us as a population and to our wider economy. I hope I have demonstrated that today.