What to do now
- Write in your journal straight away. Sign in to your Universal Credit account and add a note saying you could not attend (or will not be able to) and why. If you were given other contact details by your work coach, you can use those.
- Explain the reason clearly. Say what happened, when, and why you could not let DWP know earlier if that applies.
- Keep evidence. For example, a letter showing a hospital appointment at the same time. Mention it in your journal message.
- Agree a new appointment and go to it. If a lowest level sanction applies, it ends the day before you contact DWP to arrange a new appointment, but you must take part in that new appointment.
- No online access? Call the Universal Credit helpline on 0800 328 5644 (Monday to Friday, 8am to 6pm); Welsh language line 0800 328 1744; Relay UK 18001 then 0800 328 5644.
What "good reason" means
The GOV.UK sanctions guidance says that if you cannot do the things in your claimant commitment you must contact DWP straight away, and gives examples: a hospital appointment at the same time as a meeting, being unexpectedly ill, or a domestic emergency. If DWP decides you had a good reason, your payment will not be reduced. If it decides you did not, you may get a sanction.
Which sanction applies to a missed appointment
| Your situation | Usual sanction | How long |
|---|---|---|
| Your only requirement is to attend appointments to discuss work | Lowest level, 40% of the standard allowance a day | From the appointment date until the day before you contact DWP to arrange a new one |
| Other work-related requirements (for example job search), 18 or over | Low level, 100% of the standard allowance a day | Until the day before you take part, plus 7, 14 or 28 extra days depending on sanctions in the last 365 days |
| Aged 16 or 17, other work-related requirements | Low level, 40% of the standard allowance a day | Depends on any low level sanctions in the last 365 days |
See the daily amounts and the other levels in our Universal Credit sanctions guide.
If you are sanctioned and disagree
Ask for a mandatory reconsideration through your journal, by phone, face to face or in writing, and include your evidence. If you cannot pay for rent, heating, food or hygiene because of a sanction, you can ask for a hardship payment, which you repay from later Universal Credit payments.
Next time
Check the date, time and jobcentre in your journal as soon as the appointment is set, and prepare the documents to bring if it is an identity check.
Frequently asked questions
Will I be sanctioned automatically for missing a jobcentre appointment?
No. DWP first decides whether you had a good reason. If it decides you did, your payment is not reduced.
What counts as a good reason?
GOV.UK gives examples such as a hospital appointment at the same time, being unexpectedly ill, or a domestic emergency. DWP looks at your circumstances.
I was late for my appointment. What should I do?
Tell DWP straight away in your journal, explain what happened and ask what to do next. DWP decides whether you had a good reason.
How do I rearrange a jobcentre appointment?
Add a note to your Universal Credit journal, or use the contact details your work coach gave you, as early as possible, explain why and agree another time.
How long will the sanction last?
If your only requirement is to attend appointments, the lowest level sanction lasts until the day before you contact DWP to arrange a new appointment. Most others are low level sanctions: until the day before you do the activity, plus usually 7 extra days if you are 18 or over and have had no sanction in the last 365 days.
Related guides
Your jobcentre appointment
Why you are called in, how it works and what happens on the day.
What to bring: ID documents
1 photo ID plus 2 supplementary documents, all originals.
Universal Credit sanctions
Levels, how long they last and the daily reduction rates.
Claimant commitment
The agreement with your work coach and how to keep it up to date.
How to claim Universal Credit
Apply online, the 28-day rule and what you need to have ready.
New Style JSA and ESA
Helplines for new claims and existing claims.
Sources: GOV.UK: Universal Credit sanctions · GOV.UK: Contact Universal Credit. Jobcentre Offices is independent and not affiliated with the DWP or Jobcentre Plus. Rules and rates change: confirm on GOV.UK or with your work coach before you act.