Request a reasonable adjustment from the Independent Case Examiner (ICE)
Source: gov.uk (2025-07-30)

How to ask ICE for help if you have difficulties dealing with them because of a disability or health condition.

The Office of the Independent Case Examiner (ICE) is committed to ensuring that our service is accessible for all customers, and that disabled people are not disadvantaged when accessing our service.

We will ensure we meet the requirements of the Equality Act 2010 (https://www.legislation.gov.uk/ukpga/2010/15/contents) and the public sector equality duty (https://www.equalityhumanrights.com/guidance/public-sector-equality-duty-psed). We will take all reasonable steps to remove or reduce the disadvantages disabled people and people living with a long-term health condition or impairment may face in accessing our service.

Our duty to make reasonable adjustments largely applies to making sure our service is accessible if you are disabled. We will consider each request individually and fully consider the facts.

ICE can make adjustments if you have a disability or health condition that makes it difficult to:
- use the phone
- read letters
Difficulty using the phone

If you have difficulty using the phone, you can use one of the following services instead.

Relay UK

Relay UK (https://www.relayuk.bt.com/) is a national service provided by BT that helps people with hearing and speech difficulties communicate over the phone.

Video Relay Service

Video Relay Service allows British Sign Language (BSL) users to communicate with DWP through a BSL interpreter. The service is available for all DWP benefits and services.

Other alternatives to the telephone

If you cannot use these, you can ask for:
- communication by email or letter
- support from a family member, a friend or someone else such as a welfare rights adviser – you will need to give permission for others to help you
Difficulty reading letters

If you have difficulty reading letters, you can let us know when you contact us. You can ask for information in other ways, for example:
- larger font size
- Braille – ICE will ask you to confirm if you need grade 1 (also known as uncontracted Braille) or grade 2 (also known as contracted Braille).
- audio – ICE can produce letters on CD or as a MP3 file.
- email – if you use assistive technology, you can get letters emailed to you in a suitable format
- phone – ask for a phone call to explain things in more detail
- paper colour – if you find it difficult to read letters because of the colour of the paper it is written on, you can ask for them in a different colour
If your case need to be prioritised

Depending on the your circumstances, it may also be appropriate to prioritise your case.

Other adjustments

If you feel you need an adjustment which is not listed here, contact us so that we can consider whether there may be any further adjustments we can offer. While we will always try to offer as much practical assistance as is reasonably possible, there may be cases where we are not able to offer everything you ask for.

Contact ICE

The quickest and easiest way to contact us is by email: xxx@xxx.xx (mailto:xxx@xxx.xx)

You can also write to us:

The Independent Case ExaminerPO Box 209BootleL20 7WA