Government data shows assessment cancellations affecting claimants as thousands wait for Work Capability Assessments
Experts have raised concerns about Universal Credit and other benefits facing disruption due to appointment cancellations. The warning follows a parliamentary inquiry regarding Work Capability Assessments (WCA).
These evaluations determine how severely someone’s health conditions affect their capacity to work, helping the Department for Work and Pensions ( DWP ) establish appropriate benefit levels. SNP MP Chris Law questioned the DWP about how many current claimants awaiting WCA appointments with provider Maximus had experienced at least one cancelled assessment by the end of October 2025.
He also sought information on those who had endured two or more cancellations, plus figures on multiple appointment cancellations. DWP minister Stephen Timms provided the Government’s response.
He revealed that by October 31, roughly 74,000 new benefit claimants and 40,000 existing claimants were queuing for WCA appointments with Maximus. These figures encompass all Universal Credit, Employment Support Allowance and Incapacity Benefit claimants awaiting evaluation.
Mr Timms explained: “These totals also encompass all claimants currently within Maximus’ caseload, including those at the questionnaire stage and those for whom further medical evidence is being gathered.”
A statement from Maximus Assessment provider Maximus has now weighed in on the matter with their own statement regarding the controversy, reports the Mirror.
A spokesperson for the organisation said: “Maximus is committed to delivering a sensitive and respectful service for customers, and we do whatever we can to avoid cancelling appointments. Since the start of our delivery in 2024, less than 0.4 percent of appointments have been cancelled.”
The provider explained: “In the rare event that a cancellation occurs, we endeavour to rebook customers as quickly as possible. Cancellations are usually due to an unforeseen circumstance, such as a health professional being unavailable or a delay in receiving information from a customer’s GP.”
In his earlier response to the MP, Mr Timms also emphasised that cancellations are exceptionally uncommon. The minister stated: “Very few people who are booked in for an assessment are not seen on the appointed day.
“However, on occasion unforeseen circumstances do arise, such as a claimant’s file has not been received, the health professional is unavailable due to illness, or there is a significant waiting time on the day.”
He also detailed the procedure that follows when someone’s assessment gets called off. Mr Timms stated: “Maximus is required to make every possible effort to ensure the appointment can still go ahead before a cancellation is processed.
“If it is anticipated that a claimant cannot be seen on the day of their appointment, or the assessment is delayed, Maximus is required to make every effort to contact the claimant by telephone to apologise and explain the action that will be taken to rearrange the appointment.”
He also shared figures showing the number of claimants awaiting their Work Capability Assessment (WCA) who had experienced cancellations between September 9, 2024, and October 31, 2025. The data showed that 640 new claimants and 250 existing claimants had suffered one cancelled appointment.
In addition, 60 new claimants and 20 existing claimants had endured two cancellations, while 10 new claimants had their appointment cancelled more than twice, with five existing claimants facing the same predicament. However, this final figure is rounded up and the actual number was fewer than five.
