Access to Work awards are made on the basis of a customer’s work-related needs, rather than their disability or health condition alone. Those needs can change over time, even where the customer’s condition has not changed. This may be because the customer’s role, workplace, working pattern or employer arrangements have changed, or because new solutions or technologies are available that can meet the customer’s needs in a different way. For this reason, support is reassessed at renewal to ensure it remains appropriate to the customer’s current work circumstances.

DWP recognises that while customers greatly value the support provided by the Access to Work scheme, they also have concerns about the scheme’s timeliness, consistency and appreciation of the complex barriers faced by people with disabilities in a modern workplace. The Department is addressing these points in order to deliver an improved scheme that will better help disabled people start and stay in work.

Efforts undertaken by the Department to achieve this include the recruitment of 480 additional staff to help reduce the Access to Work backlog by September 2027. These members of staff will receive extensive training to support them to handle complex applications. In addition, the Department is continuing to engage with a range of stakeholders to develop a richer understanding of the challenges disabled people face. The feedback from this engagement will be used to shape improvements to the scheme that better reflect the current needs of customers. Any improvements to Access to Work will be announced in advance of their implementation.