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<p>We have continued to assess people on paper evidence, using this route whenever
possible throughout the pandemic. In June 2020 we introduced telephone assessments
in a phased approach with limited outcomes in the first instance. This allowed us
to build our capability and improve processes. From the beginning of February 2021,
all outcomes have been available in telephone assessments which enables us to ensure
that claimants receive their correct benefit entitlement as quickly as possible and
reduce the time claimants who may be entitled to a higher award have to wait for their
assessment. We are also undertaking some video assessments where appropriate.</p><p>
</p><p>Through our enhanced capability and improved processes for telephone assessments,
we are now able to carry out a second telephone assessment for those claimants who
have previously had a telephone assessment with no outcome.</p><p>Where a claimant
is unable to undertake a telephone or video assessment because of their health condition,
they remain on their current award until we are able to gather the evidence needed
for a recommendation to be made or, in contributory ESA, until their benefit is due
to end.</p><p>Claimants who we are unable to assess by telephone or video because
of their health condition will be prioritised when we are able to safely resume face-to-face
assessments.</p>
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