Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the value for money of video call health assessments provided by Ingeus.

The department is committed to delivering health assessments that are accessible, efficient, and represent value for money. Video assessments, including those delivered by Ingeus, form part of a modernised service designed to improve flexibility and claimant experience. The department continues to monitor supplier performance and assess delivery models to ensure they meet contractual standards, providing a quality service to claimants and the best value for money for the taxpayer.

To safeguard claimants, robust procedures are in place to mitigate the impact of any technical problems during video assessments. These may include prompt rescheduling of appointments or the consideration of an alternative assessment method if appropriate, ensuring that no claimant is disadvantaged due to circumstances beyond their control. The department remains focused on ensuring timely access to benefits for all eligible individuals.

From the commencement of the Ingeus contract on 9 September 2024 to 21 July 2025, a total of 1,839 Work Capability Assessments for Employment and Support Allowance were completed via video.

During the same period, 11 video assessment appointments were cancelled/rescheduled due to technical problems. These issues could include problems with broadband connectivity, DWP system issues such as the Medical Services Referral System (MSRS) or the Document Repository System (DRS) etc.

Information on delays specifically caused by technical problems is not held.