The Department for Work and Pensions has issued new information from Parliament this week
The Department for Work and Pensions has shared new details about a major change people are seeing in an important service helping tens of thousands. The service currently offers payments to around 75,000, although there can be long waits to get help. Now the DWP has explained a change that it says is making a big difference to ordinary claimants.
The issue has been put in the spotlight this week after the DWP faced a question over the average length of time people wait on hold for when calling the Access to Work helpline – a service that has been plagued by delays. The government service is designed to enable people to get or stay in work if they have a physical or mental health condition or disability. It can see payments of up to £69,260, the government says – but getting access to it in the first place can take months.
Access to Work’s support can see people being given a grant to help pay for practical support with work. It can also lead to people being given support with managing mental health at work, or money to pay for communication support at job interviews.
Government figures from 2025 showed that around 75,000 people using the programme that year were given payments. Such funds can be used to get specialist equipment or a support worker such as a British Sign Language interpreter.
It can also be used for the cost of travelling to work if someone cannot use public transport, for adaptions to a vehicle so someone can get to work, and for other things such as support with mental health at work. Your workplace can be at home and getting the money does not affect other benefits.
New DWP update on Access to Work
On Monday, Sir Stephen Timms of the DWP issued a statement from Parliament about a big change officials are seeing. It came in response to a question about average length times people are waiting on hold on the helpline for Access to Work. He said that in the last full year – 2025-2026 – the average wait time was 21 minutes and 6 seconds.
But he said that so far this year it had fallen to 15 minutes and 1 second – a significant change and the lowest number since 2022-23. He did say that the figures should be used with caution as they could change once given more checks, but he said progress was being made in tackling the backlog of cases for the service.
He said: “Since the start of the 2026/27 operational year, Access to Work has made positive progress in reducing outstanding work. As of 1 October 2026, using the full reporting period from April to August 2026, we have achieved a net backlog reduction of almost 3,000 cases, specifically 2,980. With recruits now arriving and needing to be coached and trained for the next six months, we expect the backlog to stabilise before falling in the spring of 2027.
“Overall, the programme remains on track, and our assessment is that Access to Work continues to be on course to clear the backlog by September 2027.”
Wait times for Access to Work – and reports of cuts
In Parliament this week, the DWP said the average wait time for a decision following an Access to Work application was now more than 100 days (2025-26), up from 67 the year before. The DWP also said this month that the current waiting time for new applications is 37 weeks. It said that as of May this year, around 60,000 people were awaiting a decision – up from around 48,000 two years earlier. At the same time, WalesOnline reported that some people on the scheme were seeing their payments cut back. The Radio 4 Moneybox programme heard from two workers on the subject.
Jenny, a self-employed content creator who uses a wheelchair, said she saw her renewal award drop by 85 per cent. She told the Radio 4 show: “There’s no formal process for reconsideration or for tribunal. Called up the day that we got the letter to put in a request for reconsideration, but were told that it was going to be at least five weeks before they even started looking at it.” She said she still had to run her business and still needs support workers, even on reduced hours and reduced pay.
She said: “You know, it’s having such a massive toll and impact on my mental and physical health, but also my income and my household income, and also my husband having to take time off work to support me in my job, which is not his responsibility because he has his own full-time job.”
Rana, a council worker who was born deaf, said a funding cut saw her lose her support worker, leaving her with only specialist equipment to help her in her job. She said: “Whilst technology can help, it cannot replace the human support I need to communicate effectively and fully participate at work. This decision is deeply demoralising.”
Responding to criticisms at the time, a DWP spokesperson said: “Access to Work is a lifeline, but demand for the scheme has grown significantly in recent years, with the number of people supported nearly doubling in five years. That’s why we’ve taken action by employing nearly 500 additional staff to clear the backlog and are working with disabled people and their organisations to improve the scheme.
“If anyone is unhappy with their original decision, we encourage them to exercise their right of reconsideration.” The department says that actively monitors demand and plans to deploy more staff to process claims.
What DWP says it is doing to get Access to Work backlog down
On that theme, the government announced in May that almost 500 staff were being recruited to clear the backlog. It said at the time that there had been a significant increase in the number of people using the service.
The change would see more case workers and case managers employed and given ‘extensive’ training to handle complex cases. At the time, Pat McFadden, Secretary of State for Work and Pensions said: “Access to Work is a lifeline for disabled people and those with health conditions, helping them to start and stay in work, but when I came to the DWP it was clear there was a major issue with people waiting for a decision.
“That’s why I’m taking action to clear the backlog, because we know that the right support can change lives. This is part of our wider commitment to move from a welfare state to a working state, building an economy that works for everyone.”
To apply for help from the Access to Work scheme, visit the government web page on the topic.
