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Failure to Attend/Failure to Participate in a Work-
Focused Interview and Failure to Undertake Work-
Related Activity 
Guidance queries and help 
1.  If you are unable to find an answer to a particular question regarding the 
process within this guide you must contact the Jobcentre Plus Live 
Support Advice Line.  Do not give the Advice Line number to customers or 
outside bodies under any circumstances, it is for the use of Jobcentre Plus 
staff only.  Details of how to contact them can be found by clicking on the 
following hyperlink, Advice Line Home Page. 
2.  Please do not use the ‘E-mail page owner’ and ‘Page information’ links at 
the bottom of each page of guidance to raise policy queries.  These should 
only be used to report broken hyperlinks. 
3.  Please use the comments box at the bottom of each page to submit 
suggestions for guidance improvement only, any questions raised via this 
route will not be answered. 
Introduction 
4.  This chapter covers the action to take when a claimant Fails to Attend 
(FTA) or Fails to Participate (FTP) in a mandatory interview. These are: 
  New Joiner’s Work-Focused Interview (NJWFI)  
 Flexible Intervention 
  Work Programme Referral Interview (WPR) 
  Work Programme Completer Interview 
5.  It includes information on the action to take when a claimant fails to 
undertake Work-Related Activity (WRA).  
6.  It also covers how, as a result of the above you should deal with: 
 Vulnerable 
Claimants 
(including Core Visits) 
  Consideration of Good Cause 
 Sanctions 
 Re-engagement. 
7.  When completing any action around conditionality failures, advisers should 
be aware that claimants who have a sanction in place for a failure that took 
place prior to 3 December 2012 cannot have a sanction imposed for a 
failure that takes place on or after 3 December 2012. 
Vulnerable Claimants 
8.  In any determination of FTA/FTP in a mandatory interview or failure to 
undertake WRA, it is important to consider if the claimant is vulnerable or 
in a vulnerable situation before referring to a Labour Market Decision 
Maker (LM DM) / taking any benefit sanctions action.   
9.  For ESA/IB claimants it is particularly important to consider the welfare of 
claimants who have mental health conditions or learning disabilities, or 
conditions affecting communication/cognition, for example, stroke or 
autistic spectrum disorder.  These conditions can be identified via the ESA 
Incapacity Reference Guide. Those health conditions that are deemed to 
make the claimant vulnerable are marked with an asterisk (*). 
10. These claimants must be referred for a Core Visit conducted by a DWP 
Visiting Officer if good cause is not shown within the time allowed.  
11. A  Core Visit should be considered each time a claimant FTA/FTP in a 
mandatory interview or fails to undertake WRA, in order to safeguard 
those claimants with fluctuating mental health conditions. 
Good Cause 
12. The Adviser must determine if a claimant who is required to take part in a 
mandatory interview or undertake WRA has failed to do so and, if so, 
whether the claimant has shown good cause for the failure. 
13. In determining whether a claimant has shown good cause for FTA/FTP in 
a mandatory interview or failure to undertake WRA, the Adviser must take 
account of all the claimant’s circumstances, including the claimant’s 
physical or mental health condition. 
14. The adviser should also consider previous FTA/FTP/Failed to undertake 
WRA and requests to rearrange interviews.  See section on Multiple Failed 
To Attend and Good Cause Considerations 
15. The Regulations apply equally whether the claimant has FTA, FTP or 
failed to undertake WRA.  
16. It is for the adviser to determine whether a claimant has shown good 
cause for FTA/FTP/failure to undertake WRA and each instance should 
initially be considered on its own merits.  While there is no prescribed 
definition of good cause some examples could include where the claimant: 
  Has misunderstood any requirement given to them due to any learning, 
language or literacy difficulties 
  Has been given misleading information by a member of staff 
  Were attending a medical or dental appointment, or accompanying a 
person for whom the claimant has caring responsibilities to such an 
appointment, and it would have been unreasonable for them to 
rearrange that appointment 
Note: the circumstances of any conflicting appointment / activity must also be 
considered e.g. where the claimant had advance knowledge of the other 
appointment / activity did they have the opportunity to re-arrange that 
appointment or their interview. 
  Had difficulty with their normal mode of transport and there was no 
reasonable alternative 
  Has established customs and practices of religion, which prevented 
them from attending at that particular time 
  Was attending an interview for employment 
  Was pursuing an employment opportunity as a self employed earner 
  Had an accident, sudden illness or relapse in the case of a chronic 
condition which prevented the claimant from attending on the day 
  is a person with caring responsibilities and the person for whom care is 
provided had an accident, sudden illness or relapse in the case of a 
chronic condition which prevented the claimant from attending on the 
day / undertaking the WRA. 
  Suffered from any disability or health condition, which prevented them 
from attending on the day / undertaking the WRA. 
  Was attending the funeral of a relative or close friend 
this list is not exhaustive and all the customer’s personal circumstances must 
be considered. 
Failure to Attend/Participate in a Mandatory Interview or 
undertake WRA 
17. If a claimant FTA/FTP in a mandatory interview or fails to undertake WRA 
they are given a period of time to show good cause. 
18. The Adviser considers whether good cause has been shown and whether 
to defer the mandatory interview or rebook it, or amend the WRA. 
19. If the Adviser determines that good cause has not been demonstrated in 
the time allowed, the case is referred to a Labour Market Decision Maker 
(LM DM) in the Benefit Centre on form ESA285 to make a decision.  
Notifications issued to claimants as part of the FTA/P process notifies 
them of the re-compliance condition and explain about the fixed period 
upon re-compliance.  
20. The LM DM reviews the Adviser’s determination and, if they agree the 
claimant has failed to show good cause, a decision is made to impose a 
sanction, i.e. the amount of ESA payable is reduced. 
21. If the LM DM does not agree with the Adviser’s determination, a decision 
is made to allow the case.  The Jobcentre will be notified and should 
consider rebooking the mandatory interview or reconsider the WRA. 
Time Allowed to Show Good Cause 
22. Claimants who are required to take part in a mandatory interview or fail to 
undertake WRA by the required date must show good cause for the failure 
within five working days of the date on which they are notified of this 
failure. 
23. Claimants who are notified by post of the requirement to show good cause  
the time allowed is extended by a further two working days to allow time 
for the letter to be received. This means the claimant has 7 working days 
from the date the notification letter is posted. 
24. Claimants who are informed of the requirement face to face must show 
good cause within five working days of the date on which they are notified 
of this failure.  The face to face discussion must include an explanation of 
the re-compliance condition and a reminder of the requirement to comply 
with conditionality and the consequences of not doing so.  Explain that 
their ESA may be reduced if they don’t show good cause.  These 
discussions must be reinforced by handing them the FTA/FTP Letter or 
Failure to Undertake WRA letter which include a copy of the sanctions 
factsheet / (welsh version). 
Example: if a claimant failed to attend an interview on Monday 10th, it is the 
date that they were notified which determines when they have to show good 
cause by.  They would have to show good cause by Monday 17th if notified in 
person, or Wednesday 19th if notified by letter. 
Claimant Fails to Attend a Mandatory Interview 
25. ESA Regulations state that, if required to attend in person, the claimant 
must attend the mandatory interview at the place, date and time notified.  If 
not required to attend in person (for a telephone interview), the claimant 
must be available and respond at the date and time notified. 
26. If the claimant FTA the mandatory interview or is not available at the 
agreed time, the Adviser records FTA on LMS as follows: 
Step 
Action 
1 
Click on the ‘O/S Int’ marker. 
2 
In the outstanding interview window select ‘NActn’.  
3 Select 
‘Failed to attend interview’ from the available list. 
4 Click 
on 
‘Save’ then ‘Close’. 
5 
For claimants who have failed to attend a PWPS interview (including 
NJWFIs) where the PWPS pilot marker is not already set:  
  set the ESA pilot marker to ‘Started PWPS’. Once the pilot marker 
is set, it must not be removed and must remain ESA even if the 
claimant changes benefit. 
  set a workflow 50 weeks from the Work Programme Completer 
Interview for Adviser Support to book an ‘End of PWPS’ interview. 
Annotate workflow with prefix – “End of PWPS - Book ESA end of 
PWPS Interview - DO NOT DELETE until < insert date workflow 
matures>”. 
The Work Programme completion date can be found in the Work 
Programme Marker.  
Note: guidance on booking and completing an ‘End of PWPS’ interview 
will be published before June 2014. 
Note: The action to mark the interview as Failed to Attend on LMS must be 
completed on every occasion where a claimant fails to attend, including where 
the interview is subsequently re-arranged following a discussion with the 
claimant. 
  Following this the Adviser must review the claimant’s details in JSAPS 
and LMS, to determine if the claimant is still subject to mandatory 
conditionality. For example, if the claimant is a Lone Parent with a child 
under one, a full time carer, has started work or moved out the area this 
affects conditionality.  If any of these apply take appropriate action.  
  Consider whether there has been a relevant change in the claimant’s 
circumstances since the mandatory interview was booked and if a 
retrospective deferral is now appropriate.  
27. In all other cases the Adviser must attempt to contact the claimant by 
telephone to establish their reason for non attendance.  This must be 
attempted on the day the claimant FTA. 
28. If the Adviser is unable to contact the claimant continue with FTA action. 
29. Where contact is made, check if the claimant is a Lone Parent with a child 
under one.  If so, the interview should be deferred until the date of the 
child’s first birthday and update the ‘CBW’ hotspot. 
30. If there is evidence of good cause, consider whether a deferral is 
appropriate. If not, rebook the interview. The adviser should make a note 
in LMS conversations stating that good cause has been shown, and 
detailing the reason. 
31. If the adviser considers that good cause has not been demonstrated they 
should still continue with FTA action, as a fixed period sanction may be 
appropriate even if the interview is rebooked.  Advise the claimant that 
their ESA may be reduced as a result.  Explain that if their ESA is reduced, 
ESA Hardship may be available.  Claimants need to be advised of the re-
compliance condition.  
32. A copy of the JSA/ESA10JP should be issued to the claimant (even 
though a decision has not yet been made). This includes a copy of the 
claim form and information about ESA Hardship. 
Note:  ESA hardship is only available to claimants who have a sanction 
imposed for failures on or after 3 December 2012. 
33. Claimants can only apply for ESA Hardship if they are in receipt of 
ESA(IR).  If the claimant is receipt of ESA(C), and they receive an adverse 
decision on their ESA, before claiming ESA Hardship they must first make 
a claim for ESA(IR).   
Multiple Failed To Attend and Good Cause Considerations  
34. There may be some cases where the claimant repeatedly FTA but offers 
reasons each time that could be considered good cause. Here, the Adviser 
should consider whether a trend is emerging, for example, several dental 
appointments all coinciding with the WFI appointments.  In such cases the 
Adviser should consider asking for evidence to support overall good 
cause.  
Note: the circumstances of any conflicting appointment / activity must also be 
considered e.g. where the claimant had advance knowledge of the other 
appointment / activity did they have the opportunity to re-arrange that 
appointment or their interview. 
Rebooking the mandatory interview 
35. The Adviser should remind the claimant about the purpose and the 
importance of attending the mandatory interview and the effect FTA may 
have on their ESA, i.e. sanctions.  Then consider if a home visit is 
appropriate, if not: 
Step 
Action 
1 
Click on the ‘New Int’ marker. 
2 
In the pop up message (asking if you want to book a new appointment 
or rearrange an existing one) select ‘ReArr’. 
3 
In the Rearrange Appointment window record a reason for rearranging 
the interview then select ‘ReArr’. 
4 The 
‘Appt Type’ field will default to interview that the claimant FTA.  If it 
does not then select the correct interview manually. This will be either: 
  ESA – New Joiner’s Work-Focused Interview 
  Flexible Intervention ESA Mand (various durations) 
  Work Programme – ESA Referral 
  ESA – WP completer – Mandatory 
5 
Complete the remaining appointment details (location, adviser) and click 
on ‘Search’ to bring up the next available appointment. If the claimant is 
happy with the appointment offered select ‘Book’. If the date offered is 
not convenient select ‘Next’ to bring up the next available interview. 
Repeat this until you find a convenient appointment.  
6 
Complete the Prerequisites information and select ‘Save’ then ‘Close’. 
Taking Fail To Attend Action 
36. If they were unable to contact the claimant, or the claimant was contacted 
but did not demonstrate good cause for FTA the interview, the Adviser 
should record this in LMS Conversations. 
37. Raise a doubt on LMS for FTA: 
Step 
Action 
1 Select 
the 
‘Decn/NoDec’ button on the LMS Record to open 
the New Referral/Decision Details window (if a DMA doubt 
has been recorded in the past, the button label will be Decn) 
Select ‘Question’ marker to open the ‘AR code/Question’ 
sub window. 
2 
Select the (+) sign next to ‘ESA’ to expand the list of ESA 
questions.  
 
Note: Under no circumstances should you use any of the 
other questions listed for other client groups. 
3 
Highlight the appropriate doubt from those available – for an 
NJWFI this is ‘ESA New Joiner WFI – FTA’, for a Flexible 
Intervention, a Work Programme Completer Interview or a 
Work Programme Referral interview it is ‘ESA Work Focused 
Interview – FTA’. 
4 Complete 
the 
‘Source’ field and ‘Ref To’ fields.  The ‘Ref To’ 
field must be set to ‘Local Office’. 
5 
‘Save’ the new referral. 
6 
When asked if you want to link this Referral/Decision Question 
to an outstanding interview select ‘Yes’, then select the 
interview appropriate to the DMA action. 
It is important that this is done as the LMDM will use the 
information to decide the appropriate length of the fixed period 
following re-compliance. 
7 
When the referral is saved you will be able to print the FTA 
letter which must be sent/issued to the claimant. For 
information about printing see Printing/Issuing FTA/FTP Letter.  
Issue a copy of the JSA/ESA10JP Hardship form to the 
claimant at the same time. A copy of the sanction factsheet / 
(welsh version) will be included on the FTA/FTP letter. 
Note:  ESA hardship is only available to claimants who have a 
sanction imposed for failures on or after 3 December 2012. 
8 
Set a workflow as a prompt for the end of the time allowed to 
show Good Cause. For information on how to set a workflow 
reminder refer to the LMS User Guide, Chapter K. 
Claimant Fails to Participate in a Mandatory Interview 
38. If the claimant attends the mandatory interview but refuses to supply 
answers to questions or behaves unacceptably they have FTP in the 
mandatory interview. 
39. The Adviser tries to establish the reason why the claimant is not 
participating in the interview and explain to them what will happen if they 
continue to FTP, i.e. potential sanction.  They will also need to explain to 
the claimant what re-compliance activity is required if their ESA is 
sanctioned. 
40. The Adviser considers whether deferring the mandatory interview to a later 
date is appropriate.  For example, the claimant may have additional 
requirements that need to be met in order for them to fully participate, and 
the interview can be deferred until these are put in place. 
41. Exceptionally, there may be cases where a claimant is placed in the Work 
Related Activity Group (WRAG) by the Work Capability Assessment 
(WCA) process and there is a genuine doubt about the decision. If, despite 
attempting to meet the claimant's individual needs, doubts persist about 
the claimant's ability to participate in the mandatory interview and there is 
evidence for reconsideration of the decision, phone the Labour Market 
Decision Maker (LM DM) to discuss whether they agree to seeking a 
review of the WCA outcome. The Adviser must be able to provide the LM 
DM with evidence of engaging with the claimant to support any such 
request.  
42. The LM DM decides, on the evidence available, whether to revisit the 
decision. Where the LM DM has been asked to consider seeking a review 
of the WCA outcome decision, the Adviser might decide to defer the 
mandatory interview to a later date to allow the review process to take 
place. 
Taking Fail To Participate action 
43. The Adviser raises a doubt for FTP in LMS whilst the interview is in 
progress (this deletes any actions previously recorded): 
Step 
Action 
1 Select 
the 
‘NoDec’ button on the LMS Record to open the 
‘New Referral/Decision Details’ window (if a DMA doubt 
has been recorded in the past, the button label will be Decn) 
Select ‘Question’ marker to open the ‘AR code/Question’ 
sub window. 
2 
Select the (+) sign next to ‘ESA’ to expand the list of ESA 
questions.  
 
Note: Under no circumstances should you use any of the 
other questions listed. 
3 
Highlight the appropriate doubt from those available – for an 
NJWFI this is ’ESA New Joiner WFI – FTP’, for a Flexible 
Intervention, Work Programme Completer Interview or Work 
Programme Referral interview it is ‘ESA Work Focused 
Interview – FTP’. 
4 Complete 
the 
‘Source’ field and ‘Ref To’ fields.  The ‘Ref To’ 
field must be set to ‘Local Office’. 
5 
‘Save’ the new referral. 
6 
When asked if you want to link this Referral/Decision 
Question to an outstanding interview select ‘Yes’, then select 
the interview appropriate to the DMA action. 
It is important that this is done as the LMDM will use the 
information to decide the appropriate length of the fixed 
period sanction following re-compliance. 
7 
When the referral is saved you will be able to print the FTA 
letter which must be issued to the claimant. If the claimant has 
left before you can hand this to them this letter must be 
posted. For important information about printing see 
Printing/Issuing FTA/FTP Letter.  Issue a copy of the 
JSA/ESA10JP Hardship form to the claimant at the same time 
A copy of the sanction factsheet / (welsh version) will already 
be included in the FTA/FTP letter. 
Note:  ESA hardship is only available to claimants who have a 
sanction imposed for failures on or after 3 December 2012.   
8 
Set a workflow as a prompt for the end of the time allowed to 
show Good Cause. For information on how to set a workflow 
reminder refer to the LMS User Guide, Chapter K. 
9 
For claimants who have failed to participate in a PWPS 
interview (including NJWFIs) where the PWPS pilot marker is 
not already set:  
  set the ESA pilot marker to ‘Started PWPS’. Once the 
pilot marker is set, it must not be removed and must 
remain ESA even if the claimant changes benefit. 
  set a workflow 50 weeks from the Work Programme 
Completer Interview for Adviser Support to book an 
‘End of PWPS’ interview. Annotate workflow with prefix 
– “End of PWPS - Book ESA end of PWPS Interview - 
DO NOT DELETE until < insert date workflow 
matures>”. 
The Work Programme completion date can be found in the 
Work Programme Marker. 
Note: guidance on booking and completing an ‘End of PWPS’ 
interview will be published before June 2014. 
44. Although the FTP doubt is added to the interview record straight away, it is 
not shown immediately on the interview window itself. The FTP action is 
shown on the interview window only after the interview has been ended. 
45. At the end of an interview LMS will prompt the Adviser to rebook the same 
interview the claimant has FTP in. However, it is not appropriate to book 
the interview at this stage so select ‘No’. 
Printing/issuing the Fail to Attend/Fail to Participate letter  
46. The FTA/FTP letter must be issued on the day the FTA/FTP occurs.  
47. The FTA/FTP letter is printed from the DMA details. For example, when 
the interview is marked as FTA and you have raised a doubt on LMS, 
when the doubt is set up and linked to the FTA interview the Print button 
becomes active, as shown in the example screenshot below. 


 
48. When  Print is selected another window appears, see example of the 
screenshot below. Select Referral Notification Letter to print the FTA 
letter. 
 
49. A reprint of the ESA FTA/FTP letter for a specific interview can be 
requested at any time until the interview is recorded as being successfully 
completed. 
50. Record the FTA/FTP details in LMS Conversations, including that the 
FTA/FTP letter and JSA/ESA10JP have been issued, and set a workflow 
to check if the claimant has made contact by the date prescribed in the 
letter. 
Claimant meets criteria for immediate Work Programme referral 
51. If the claimant would have been referred immediately to the Work 
Programme following the NJWFI and FTA/FTP and does not show good 
cause, they will not be referred to the Work Programme until they re-
engage. 
52. Do not book another Work Programme referral or take any further action 
until the claimant makes contact. 
Action to take if claimant makes contact inside allowed time or 
MF37 received. 
53. The action to take when a claimant makes contact inside the allowed time 
or the MF37 is received will be dependent on whether the claimant is able 
to show Good Cause for the FTA/FTP: 
Good Cause is demonstrated  
54. If the claimant responds within the time allowed and the Adviser considers 
that Good Cause has been demonstrated, or that they are a Lone Parent 
with a child under one, LMS must be updated to reflect this. 
55. The Adviser updates the doubt as follows: 
Step 
Action 
1 Select 
the 
‘Dec’ button on the LMS Record to open the ‘View 
Referral/Decision Details’ window  
2 
If more than one decision has been recorded, select the 
relevant line in the ‘List of Referrals/Decisions’ window 
3 Click 
‘Amend’ 
4 In 
the 
‘Ref To’ field, select ‘N/A – Straightforward’ 
5 Click 
‘Save’ 
56. The Adviser should consider the next steps as appropriate for the 
claimant, such as rebooking the interview or considering a deferral. 
Good Cause not demonstrated 
57. If there is no apparent valid reason for the claimant’s FTA/FTP and a 
deferral is not appropriate, the Adviser considers whether the claimant has 
a condition that could affect their understanding of interview conditionality 
and the consequences of non compliance. Where this is the case, arrange 
a Core Visit before taking any further action. 
58. If a core visit is not appropriate and the claimant does not demonstrate 
good cause for the FTA/FTP, but after the consequences of not 
attending/participating have been explained the claimant agrees to 
attend/participate, book another mandatory interview. 
59. Agreement to attend a future mandatory interview meets the compliance 
condition.  
60. To avoid delaying a mandatory interview indefinitely, the first available 
appointment should be booked, providing that it is reasonable and 
practical to expect the claimant to meet that appointment time.   
61. Even though the claimant has agreed to attend an interview in the future, 
this alone does not mean they have shown good cause for the original 
failure.  If the adviser considers that good cause has not been 
demonstrated they should still make a referral to the LM DM as a fixed 
period sanction may be appropriate.  This must be done immediately. 
62. If the claimant does not agree to attend/participate and fails to 
demonstrate good cause the adviser must carry on with the FTA action as 
if the good cause period had expired. 
Action to take if claimant fails to make contact inside allowed time 
or fails to demonstrate good cause 
63. If there is no valid reason for the claimant FTA/FTP and a deferral is not 
appropriate, the Adviser considers whether the claimant has a condition 
that could affect their understanding of interview conditionality and the 
consequences of non compliance.  Where this is the case, arrange a Core 
Visit before taking any further action. 
64. Where the Adviser considers the claimant has not shown good cause for 
FTA/FTP a mandatory interview and a core visit has taken place or one is 
not appropriate, the Adviser refers the case to the Labour Market Decision 
Maker (LM DM) as follows: 
Step 
Action 
1 
To ensure referrals to the LM DM are accurate and include all 
the information required complete the following checks: 
  Confirm the claimant is still subject to mandatory 
activity: 
  The ESA claim is still live and in payment 
  The claimant is in the WRAG 
  The claimant isn’t a Lone Parent with a child aged 
under 1  
  The claimant isn’t in receipt of Carer’s Allowance 
  Has there been a change of circumstances which 
means a deferral was appropriate at the time the 
interview was scheduled or the requirement has 
now ceased? 
  Confirm that on LMS/JSAPS 
  The doubt been recorded against the interview, 
  All action taken has been recorded. 
  The claimant isn’t subject to an ongoing sanction 
which was imposed prior to 3 December 2012 
  Where the claimant has not responded, further action 
to attempt to contact the claimant should take place 
prior to making a referral where: 
  The current JSAPS address hasn’t been used for 
letters/core visits to the claimant (unless evidence 
recorded on LMS suggests this address is 
incorrect). 
  A new contact number has been input on JSAPS. 
  The claimant has a condition which might affect their 
understanding of mandatory interview requirements 
and the consequences of failing to comply – If so 
has a core visit been attempted? 
2 
Set a workflow in LMS for Adviser Support to prompt referral 
of the case on form ESA285 to the LM DM for a good cause 
decision. 
Note: the assumption here is that adviser support will 
complete the ESA285 but local procedures may see the 
Adviser completing the referral 
3 
Pass any relevant paperwork to Adviser Support - include all 
appropriate evidence, including: 
  The date the claimant failed to attend the interview, 
  The date the claimant complied, e.g. agreed to attend 
an interview in the future (if appropriate), 
  Evidence from the claimant if available, for example, 
reasons given by claimant for FTA 
  Core Visit report where appropriate (vulnerable 
claimants)  
  Any additional evidence you have that is not already 
recorded on LMS (LMS screen prints should not be 
included as Decision Makers have access to LMS).  
4 
If the claimant requests the interview is rebooked the adviser 
should do so but should continue with FTA action.  Where the 
interview is re-booked, ensure the date the claimant made 
contact and the date of the interview is included in the referral 
to the LMDM. 
65. On receipt of the LMS workflow Adviser Support takes the following action: 
Step 
Action 
1 
Clerically refer the case on form ESA285 to the LM DM for a 
good cause decision. 
Ensure all appropriate evidence / information is attached with 
the submission papers, including: 
  The date the claimant failed to attend the interview, 
  The date the claimant complied, e.g. agreed to attend 
an interview in the future (if appropriate),  
  Evidence from the claimant if available for example, 
reasons given by claimant for FTA 
  Core Visit report where appropriate (vulnerable 
claimants) 
  Any additional evidence from the Adviser not already 
recorded on LMS. 
  The adviser name and contact number for any queries. 
Note: do not include prints from LMS as LM DMs have 
access to LMS 
2 
Record the referral in LMS by amending the ‘Ref To’ field 
from ‘Local Office’ to 'LM DMA Office'. 
 
Note: If this is not done the LM DM cannot update LMS with 
the decision outcome. 
 
Ensure you include the date the claimant failed to attend or 
participate in the interview in the ‘Notes’ box.   
3 
Set a LMS workflow for 10 working days to check whether the 
LM DM has made the good cause decision and, where 
appropriate, a sanction decision has been applied in JSAPS.   
Decision made by LM DM 
66. When the LM DM notifies the Jobcentre that a decision has been made, 
the decision will need to be recorded in LMS. 
67. If the decision is that good cause has been accepted: 
Step 
Action 
1 Select 
the 
‘Decn’ button on the LMS Record to open the 
‘Decision Details’ window.  
2 Select 
the 
‘Amend button and update the: 
  ‘Decision’ field to ‘Allowed’ 
  ‘Made by’ field to whoever made the decision 
  ‘Date made’ field to the date the decision was made.  
3 
Save the updates. 
4 
Consider if the mandatory interview should be deferred to a 
later date. If you think a deferral is appropriate contact the 
Adviser (by workflow) to consider if a deferral is appropriate. If 
a deferral is not appropriate rebook a mandatory interview.   
5 
Clear the workflow set to check whether the LM DM has made 
the good cause decision. 
68. If the decision is that good cause has not been accepted: 
Step 
Action 
1 Select 
the 
‘Decn’ button on the LMS Record to open the 
‘Decision Details’ window.  
2 Select 
the 
‘Amend’ button and update the: 
  ‘Decision’ field to Sanction Applies 
  ‘Made by’ field to whoever made the decision 
  ‘Date made’ field to the date the decision was made.  
3 
Save the updates 
4 
Select the FTA marker on the LMS record: 
 Select 
‘NActn’ (New Action) 
 Select 
‘FTA WFI Sanction Applies’ and click on ‘Save’ 
This will clear the interview.  
 
Note: this step is not required where an interview has 
previously been rebooked 
5 
Clear the workflow set to check whether the LM DM has made 
the good cause decision. 
Good cause decision workflow matures 
69. When the LMS workflow is received, Adviser Support checks whether the 
Benefit Centre has recorded a good cause decision in JSAPS. 
70. If notification has not been received from the LM DM and/or a good cause 
decision has not been recorded in JSAPS, Adviser Support takes the 
following action: 
Step 
Action 
1 
Contact the Benefit Centre and check the progress of the 
case. 
2 
Depending on the progress of the case, set a personal LMS 
workflow to recheck whether it has been recorded.  
Failure to Undertake Work-Related Activity 
71. If the workflow for the WRA for a claimant matures and it has not been 
completed, the claimant has failed to undertake WRA. 
72. The Adviser should: 
  review the claimant’s details in JSAPS and LMS, to determine if the 
claimant is still subject to mandatory conditionality. For example, if the  
claimant is a Lone Parent with a child under one or a carer, has started 
work or moved out the area this affects conditionality. If any of these 
apply take appropriate action. Consider whether there has been a 
relevant change in the claimant’s circumstances since the WRA was 
given and if a retrospective amendment to the completion date is now 
appropriate. 
73. In other cases the Adviser must attempt to contact the claimant by 
telephone to establish their reason for failing to undertake the WRA. 
74. Where contact is made and there is evidence of good cause, the 
completion date for the WRA can be amended.  Update the Action Plan 
and send to the claimant. 
75. If the Adviser decides the claimant has not shown good cause for failing to 
undertake WRA, or is unable to contact the claimant, take failed to 
undertake WRA action.  As well as issuing the Failure to Undertake WRA 
letter, ensure a copy of the Hardship form JSA/ESA10JP is issued. 
Note:  ESA hardship is only available to claimants who have a sanction 
imposed for failures on or after 3 December 2012.  
Taking Failed to Undertake Work-Related Activity action 
76. The Adviser should record in LMS Conversations if they were unable to 
contact the claimant, or the claimant was contacted but did not 
demonstrate good cause for failing to undertake the WRA. 
77. Raise a doubt on LMS for failure to undertake WRA: 
Step 
Action 
1 Select 
the 
‘NoDec’ button on the LMS Record to open the 
‘New Referral/Decision Details’ window (if a DMA doubt 
has been recorded in the past, the button label will be Decn) 
Select ‘Question’ marker to open the ‘AR code/Question’ 
sub window. 
2 
Select the (+) sign next to ‘ESA’ to expand the list of ESA 
questions.  
 
Note: Under no circumstances should you use any of the 
other questions listed. 
3 
Highlight the appropriate doubt from those available – 'ESA 
Failed to Undertake WRA'.  
4 Complete 
the 
‘Source’ field and ‘Ref To’ fields.  The ‘Ref To’ 
field must be set to ‘Local Office’. 
5 
‘Save’ the new referral. 
6 
Print the clerical Failure to Undertake WRA letter (Failure to 
Undertake WRA letter - Welsh) and send to the claimant.  
This must be issued on the day that the adviser decides the 
WRA was not completed.  Issue a copy of the JSA/ESA10JP 
to the claimant at the same time. 
Note:  ESA hardship is only available to claimants who have a 
sanction imposed for failures on or after 3 December 2012. 
78. Record the Failure to Undertake WRA details in LMS Conversations, 
including that the letter and Hardship claim form have been issued, and 
set a Workflow to check if the claimant has made contact by the date 
prescribed in the letter. 
Good cause is demonstrated 
79. If the claimant responds within the time allowed and the Adviser considers 
that Good Cause has been demonstrated, LMS must be updated to reflect 
this. 
80. The Adviser updates the doubt as follows: 
Step 
Action 
1 Select 
the 
‘Dec’ button on the LMS Record to open the ‘View 
Referral/Decision Details’ window  
2 
If more than one decision has been recorded, select the 
relevant line in the ‘List of Referrals/Decisions’ window 
3 Click 
‘Amend’ 
4 In 
the 
‘Ref To’ field, select ‘N/A – Straightforward’ 
5 Click 
‘Save’ 
81. The Adviser should consider the next steps as appropriate for the 
claimant, such as amending the WRA or reviewing the timescales.. 
Good cause is not demonstrated 
82. If there is no apparent valid reason for the claimant Failing to Undertake 
WRA, and it is not appropriate to amend the requirement or completion 
date, the Adviser considers whether the claimant has a condition that 
could affect their understanding of WRA conditionality and the 
consequences of non compliance.  Where this is the case, arrange a Core 
Visit before taking any further action. 
83. If the claimant makes contact and does not demonstrate good cause for 
the Failure to Undertake the WRA, but after the consequences of not 
completing it have been further explained the claimant agrees to 
undertake the WRA, amend the completion date.  
84. However, use this facility with caution to avoid the claimant delaying the 
WRA indefinitely.  If the claimant repeatedly Fails to Undertake WRA, 
check if their circumstances have changed and if an amendment to the 
completion date is appropriate. 
85. The Failure to Undertake WRA must still be sent to the LMDM for a 
decision 
86. Agreement to undertake a future mandatory WRA meets the compliance 
condition.        
87. Even though the claimant has agreed to undertake WRA in the future, this 
alone does not mean they have good cause for the original failure. If the 
adviser considers that good cause has not been demonstrated they must 
still make a referral to the LMDM as a fixed sanction period may be 
appropriate.  This must be done immediately. 
88. Where the Adviser considers the claimant has not shown good cause for 
Failing to Undertake WRA, the Adviser refers the case to the Labour 
Market Decision Maker (LM DM) as follows: 
Step 
Action 
1 
To ensure referrals to the LM DM are accurate and include all 
the information required complete the following checks: 
  Confirm the claimant is subject to mandatory activity: 
  The ESA claim is still live and in payment 
  The claimant is in the WRAG? 
  The claimant isn’t a Lone Parent with a child aged 
under 5  
  The claimant isn’t in receipt of Carer’s Allowance? 
  Has there been a change of circumstances which 
means that the activity is no longer appropriate or 
should be rescheduled? 
  Confirm that on LMS/JSAPS 
  The doubt been recorded, 
  All action taken has been recorded. 
  The claimant isn’t subject to an ongoing sanction 
which was imposed prior to 3 December 2012? 
  Where the claimant has not responded further action to 
attempt to contact the claimant should take place prior 
to making a referral where: 
  The current JSAPS address hasn’t been used for 
letters/core visits to the claimant (unless evidence 
recorded on LMS suggests this address is 
incorrect). 
  A new contact number has been input on JSAPS. 
  The claimant has a condition which might affect their 
understanding of WRA requirements and the 
consequences of failing to comply – If so has a core 
visit been attempted? 
2 
Set a workflow in LMS for Adviser Support to prompt referral 
of the case on form ESA285 to the LM DM for a good cause 
decision. 
Note: the assumption here is that adviser support will 
complete the ESA285 but local procedures may see the 
Adviser completing the referral 
3 
Pass any relevant paperwork to Adviser Support - include all 
appropriate evidence, including: 
  Evidence from the claimant if available, for example, 
reasons given by claimant for FTA 
  Core Visit report where appropriate  
  Any additional evidence you have that is not already 
recorded on LMS (LMS screen prints should not be 
included as Decision Makers have access to LMS).. 
89. On receipt of the LMS workflow Adviser Support takes the following action: 
Step 
Action 
1 
Clerically refer the case on form ESA285 to the LM DM for a 
good cause decision. 
 
Ensure all appropriate evidence / information is attached with 
the submission papers, including: 
  The activity that should have been undertaken 
  The date the WRA should have been undertaken by. 
  The date the claimant complied, e.g. agreed to 
undertake the activity (if appropriate). 
  Evidence from the claimant if available, for example, 
reasons given by claimant for Failing to Undertake the 
WRA. 
  Core Visit report where appropriate (vulnerable 
claimants). 
  Any additional evidence from the Adviser not already 
recorded on LMS. 
  The adviser name and contact number for any queries. 
Note: do not include prints from LMS as LM DMs have 
access to LMS 
2 
Record the referral in LMS by amending the ‘Ref To’ field 
from ‘Local Office’ to ‘LM DMA Sector’. 
 
Note: If this is not done the LM DM cannot update LMS with 
the decision outcome. 
 
Ensure you include the date the WRA should have been 
undertaken by in the ‘Notes’ box.   
3 
Set a LMS workflow for 10 working days to check whether the 
LM DM has made the good cause decision and, where 
appropriate, a sanction decision has been applied in JSAPS.   
Decision made by LM DM 
90. When the LM DM notifies the Jobcentre that a decision has been made, 
the decision will not need to be recorded in LMS as, unlike for FTA/FTP, 
this will be done automatically. 
91. The Adviser should consider if future interventions are needed and if so 
how far ahead this should be, for how long and whether it will be voluntary 
or mandatory for the claimant to attend.  
Note: ESA WRAG claimants (who are subject to mandatory interventions) 
must, as a minimum, have two interventions with their adviser every year, for 
more information see Chapter 5 - Flexible Interventions 
92. According to local arrangements, the Adviser books the next Intervention 
or sets a workflow as reminder to arrange the meeting nearer the time. 
Good cause decision workflow matures 
93. When the LMS workflow is received, Adviser Support checks whether the 
Benefit Centre has recorded a good cause decision in JSAPS and LMS 
has been updated. 
94. If notification has not been received from the LM DM and/or a good cause 
decision has not been recorded in JSAPS/LMS, Adviser Support takes the 
following action: 
Step 
Action 
1 
Contact the Benefit Centre and check the progress of the 
case. 
2 
Depending on the progress of the case, set a personal LMS 
workflow to recheck whether it has been recorded.  
Core Visits 
95. If a claimant has a condition that could affect their ability to understand 
and comply with conditionality, a Core Visit to their home must be 
arranged before any sanction decision is considered. 
96. A Core Visit should be considered each time a claimant FTA/FTP in a 
mandatory interview or fails to undertake WRA, in order to safeguard 
those claimants with fluctuating mental health conditions. 
Note: DWP Visiting will not conduct visits to a ‘care of’ address, if you are 
unable to trace a confident address please take action as if two ineffective 
visits have taken place. 
97. A Core Visit is undertaken by a Visiting Officer from the DWP Visiting, to 
ensure the claimant fully understands why they have to take part in the 
Work Capability Assessment (WCA) and the mandatory interview.  The 
Visiting Officer does not conduct the mandatory interview. 
98. If the claimant has an Appointee or someone with Power of Attorney 
(POA), assume that the Appointee/POA fully understands the mandatory 
interview requirements and is therefore being proactive in assisting the 
claimant to comply. Core Visits should still be undertaken in these cases 
and include the Appointee/POA. 
99. Consider the possibility that the claimant’s Failure to Attend (FTA) might 
be an indication that the Appointee/POA is not fulfilling their 
responsibilities, in which case take the appropriate action - see the Agents, 
Appointees, Attorneys and Deputies Guide. 
100.  If a claimant has FTA an interview and not responded to the FTA letter, 
the Adviser reviews the case to check whether the claimant has a mental 
health condition or learning difficulties, or conditions affecting cognition 
such as stroke, autistic spectrum disorder or attention deficit disorder that 
might affect their understanding of mandatory interview requirements and 
the consequences of failing to comply. 
101.  If there is such evidence, a Core Visit is arranged as soon as possible, 
and no further action should be taken regarding the claimant’s FTA until 
the outcome of the Core Visit is known.  The Adviser: 
  Refers the case to the Visiting Officer in accordance with Core Visits 
process, detailed in the Core Visits Guide, on form MF37 which must 
include: 
  Claimant’s condition 
  Claimant’s representative/third party these could include social 
worker, health visitor, family member/friend etc  
  Details of action taken to contact the claimant or representative 
  If a previous visit has been undertaken 
  If good cause has been considered 
  For Failure to Undertake WRA, details of the activity the claimant was 
directed to undertake must be included, and the date it was to be 
completed by. 
  Request the Visiting Officer to check if the claimant is a Lone Parent 
with a child under one if this information is not already known 
  Sets a personal workflow in LMS for 10 working days to check the 
outcome of the visit.  If this workflow matures and the MF37 has not 
been received, follow up the referral following local procedures and 
consider extending the workflow. 
Note: It is essential that the MF37 is fully completed and that telephone 
number included in the referring officer contact details will be manned as the 
Visiting Officer will need to use this to rearrange the interview during the visit.  
This number can also be given to the claimant for them to get in touch direct. 
102.  The Visiting Officer will undertake the Core Visit to establish whether 
the claimant understands the requirement to attend and participate in the 
mandatory interview and/or undertake the WRA and gather information. 
103.  The Visiting Officer contacts the Adviser to have the mandatory 
interview rebooked, or book an interview to review the WRA, by agreeing a 
date and time with the claimant and the Adviser. The Visiting Officer will 
not undertake any mandatory interview activity or make any decisions 
relating to deferral, good cause, etc 
104.  The Visiting Officer contacts the Adviser immediately if it appears 
deferring the mandatory interview might be appropriate, where possible 
this should be by telephone at the time of the visit. 
105.  Where the Adviser confirms the appointment has been booked, the 
Visiting Officer completes an appointment letter. 
106. Once the visit is completed, the Visiting Officer returns the MF37 and all 
the information to the Adviser for good cause consideration. 
107.  Where the claimant is not at home or refused to cooperate see details 
of Ineffective Visits. For more information on Core Visits, see the Core 
Visits Guide. 
Ineffective Visits 
108.  An ineffective visit is one where the claimant either: 
  is not at home, 
  refuses to cooperate, or 
  lives in an area that DWP Visiting deems unsafe. 
First Visit Ineffective 
109.  In the event of an ineffective visit, the Visiting Officer will leave a letter 
at the claimant’s address asking the claimant to contact the Adviser within 
five working days. 
110.  If the claimant makes contact within five working days of the ineffective 
visit, the Adviser notifies DWP Visiting so that they do not make an 
unnecessary second visit. 
111.  If the claimant does not make contact within five working days of the 
ineffective visit, the Visiting Officer must attempt another visit to see the 
claimant face to face. 
Second Visit Ineffective or where core visits cannot take place 
112.  DWP Visiting must attempt to undertake a Core Visit if the claimant has 
a mental health condition, learning disability or health condition which 
affects cognition but this may not be possible where the claimant lives in 
an area that DWP Visiting deem unsafe.  
113.  In these cases the HEO should continue to take the action as if 2 
ineffective visits have taken place, including ensuring the safety of the 
claimant and that we have taken all reasonable steps to safeguard the 
claimant. 
114.  Where two Core Visits have been ineffective, the claimant’s details 
must be referred to the HEO to consider whether Jobcentre Plus have 
taken all reasonable steps in safeguarding these claimants. 
115.  It is important the HEO considers the welfare of claimants who suffer 
from mental health conditions, learning disabilities or health conditions 
which affect cognition before imposing any sanction on benefit. Refer to 
the ESA Incapacity Reference Guide if unsure whether the claimant’s 
condition is a mental health condition or learning disability. 
116.  To avoid any hardship to claimant’s in a vulnerable group every 
attempt must be made to ensure the claimant’s welfare. In the event of two 
ineffective visits, the HEO must attempt to contact the following sources to 
establish the claimant’s welfare: 
 Claimant’s 
Appointee/POA/next of kin, 
  Claimant’s Community Psychiatric Nurse, 
 Social 
Services, 
 Police. 
Note: The contact with these people/organisations is to ensure a claimant’s 
welfare (i.e. we have a moral obligation to make organisations aware of 
potential incidents around vulnerable claimants) and not to gather information 
to support the Labour Market process. The Data Protection act does not allow 
for these people/organisations to report back to DWP the outcome of any 
investigations they choose to undertake. 
117.  Supplying a claimant’s details to Social Services or the Police in these 
circumstances does not contravene the Data Protection Act. Providing that 
there is evidence to support the referral, the sharing of information falls 
under the exemption category. 
118.  If the HEO considers that the claimant continues not to provide good 
cause or it has not been possible to establish contact then they should 
review information (mainly from LMS) to inform the decision maker of the 
steps taken, including: 
  Considering the context of the interview and whether the interview 
should be deferred. 
  Notifying the claimant of the date, time and place of the interview and 
asking them to get in touch if they cannot make it. 
  Offering a more convenient location or a home visit where appropriate 
and encouraging advocacy support if needed. 
  Identifying any relevant issues where known that might impact on 
attendance. 
  Contacting the claimant before the interview to remind them that it is 
due. 
  Visiting those claimants with whom there has been no verbal contact 
prior to the interview. 
  Visiting every claimant with a stated mental health condition or learning 
disability, with their representative if appropriate, to ensure they 
understand their responsibilities, and details of the attempts made to 
visit the claimant and the reasons they are not effective. 
119.  Jobcentre Plus’s commitment to safeguard claimants means that all 
these steps should have taken place and so it is important that they are 
carried out and noted to inform the adviser.  
120.  The adviser will then gather the relevant documentation so that the 
case can be sent to the LM DM, including details of safeguarding steps 
taken. This will enable the LM DM to make an informed decision about 
whether a sanction is appropriate, even where a claimant is deemed 
vulnerable. LMS prints should not be included as the LM DM has access 
to LMS. 
Sanctions 
121.  A claimant who FTA/FTP in a mandatory interview, or fails to undertake 
WRA, and does not demonstrate good cause risks having a sanction 
imposed on their benefit. 
122.  If the Labour Market Decision Maker (LM DM) determines the claimant 
has not shown good cause for FTA/FTP or failure to undertake WRA, and 
sanctions their ESA, the Benefit Centre sends a notification to the claimant 
and returns the decision papers to the Jobcentre.  Details of the action 
undertaken by the LM DM are given in the  Chapter 02(b) of the Labour 
Market DMA Procedural Guide.  
Sanction amounts 
123.  The amount of sanction for FTA/FTP in a mandatory interview or failure 
to undertake WRA is: 
  100% of the prescribed amount for a single claimant from the first day of 
the benefit week in which the failure determination is made, unless the 
claimant has been paid benefit since the determination is made, in 
which case the deduction will be applied from the first day of the benefit 
week after the claimant was last paid. 
  Following re-compliance a further one, two or four week fixed period is 
applied (unless the claimant complies within the same week in which 
case they will only get a fixed period sanction).    
124.  The adviser does not need to take any action to decide the length of 
the fixed period.  This will be determined by the LMDM.   
125.  The fixed period is determined by the number of sanctionable failures 
within 52 weeks of the current failure. The 52 week period begins on the 
date of the current failure and counts back for 52 weeks..  The fixed term 
period will escalate if it is within 52 weeks of the last sanction but not 
within two weeks of it. When two or more sanctionable failures occur in 
the same two weeks each one will be given the same level of fixed period, 
it does not escalate. 
126.  The only scenario where a further sanction can be applied over and 
above the 100% of the prescribed amount is when the Partner FTA/FTP in 
a mandatory interview (see WFIP for more detail). In these cases, a further 
reduction in ESA is applied that is equal to 20% of the Personal Allowance 
component of Income Support for a person aged 25 years or over. 
127. Sanctions 
cannot be applied to claimants who are not mandated to the 
Jobcentre Plus Offer or the Work Programme (even if they volunteer) as a 
condition of receiving the full entitlement of ESA , that is: 
  Claimants awaiting their Work Capability Assessment (WCA) outcome 
  Incapacity Benefit – prior to IB (IS) Reassessment 
  Claimants appealing a WCA decision that they have no LCW 
  Support Group claimants 
  Credits Only claimants 
  Full time carers 
  Lone parents with child aged under 1 
  Other benefit recipients 
128.  ESA claimants cannot be sanctioned under the current regime whilst 
there is a sanction in place under the old regime (pre 3 December 2012). 
SMS Notification 
129.  While there is no requirement for advisory service teams to attempt to 
re-engage the claimant once a sanction is imposed, local offices may 
decide to issue a SMS text to encourage claimants to re-engage.   
130.  If and when you do this is to be decided locally.  
131.  Where you do choose to issue a SMS text it is essential that the 
wording below is used, for more information about SMS see SMS 
Homepage. 
Scenario 
Wording 
Claimants who 
You may be better off financially if you take up the help 
have FTA a WFI 
and support available from Jobcentre Plus or the Work 
and are living 
programme. To find out more contact <<insert phone 
with the sanction 
no>> to make an appointment  
Welsh 
Gallech fod yn well eich byd yn ariannol os byddech yn 
derbyn yr help a’r cymorth sydd ar gael gan y Ganolfan 
Byd Gwaith a’r Rhaglen Waith. I gael mwy o wybodaeth, 
cysylltwch â <<insert phone no>>  i drefnu apwyntiad 
Reconsiderations/Appeals 
132.  Basic explanations for the Adviser decisions will be handled by 
Jobcentre Plus staff using existing processes. The Adviser, using existing 
Decision Making and Appeals (DMA) referral processes, will handle 
requests for detailed explanations and reconsiderations. The DMA Sector 
that is appropriate to the office will handle appeals.    
133.  Please see the Code of Appeals Procedure for more information on 
how Appeals are handled. 
Re-engagement by a sanctioned claimant 
134.  When a claimant re-engages, the requirement they have to meet to 
comply and have their sanction removed will be determined by when the 
failure took place, either: 
  before 3 December 2012, or 
  on or after 3 December 2012. 
The action to take when that requirement is met is the same. 
135.  If the claimant subsequently complies the Adviser must notify the 
Benefit Centre immediately by completing and sending form JCP27 so that 
the Benefit Centre will lift any sanction from the first day of the benefit 
week in which they comply and reassess the claimant’s ESA, taking into 
account any fixed period sanctions that are appropriate. 
136.  This includes where a claimant who was carrying a sanction from 
FTA/FTP in an interview from before the closure of Pathways and has 
subsequently re-engaged. 
137.  If the failure was before 3 December 2012, when completing the 
JCP27 the adviser should leave the date of transgression box blank and 
strike through the inappropriate wording about the open ended sanction. 
138.  If the failure was after 3 December 2012, when completing the JCP27 
the adviser should complete all appropriate boxes on the form, ensuring 
the date of transgression box is completed.  
139.  Detail of the re-engagement should be recorded in ‘Conversations’ 
within LMS, including the date on which the claimant participated / agreed 
to participate 
Failures before 3 December 2012 
140.  When a claimant re-engages, in order to meet the requirement and 
have their sanction ended for failures that took place before 3 December 
2012: 
  if required to attend an interview in person, the claimant must attend the 
mandatory interview at the place, date and time notified,   
  if not required to attend in person (i.e. for a telephone interview), the 
claimant must be available and respond at the date and time notified, 
  if required to undertake WRA, the claimant must undertake the activity. 
Failures on or after 3 December 2012 
141.  When a claimant re-engages, in order to meet the requirement and 
have their sanction ended for failures that took place on or after 3 
December 2012: 
  if required to attend an interview in person, the claimant must agree to 
attend the mandatory interview at the place, date and time notified.   
  if not required to attend in person (for a telephone interview), the 
claimant must agree to be available and respond at the date and time 
notified. 
  if required to undertake WRA, the claimant agree to undertake the 
activity.