The Department for Work and Pensions has issued the new parliamentary update this week as it admitted the system needed to change
The Department for Work and Pensions (DWP) has released a new update on a rule that is creating ‘barriers’ for users of an important service. The Access to Work scheme offers both financial and practical assistance to people living with a physical or mental health condition or disability.
The programme has been hit by delays as an increasing number of people have sought support in recent years. Grants provided through the scheme can currently amount to around £69,000.
The initiative helps people to find employment or remain in work, with recipients able to obtain a grant to secure practical support to stay in their role. It can also assist with matters such as funding for communication support during job interviews.
A Parliamentary select committee recently said that “the practical support that the scheme funds can be the difference between someone being in work or out of work.”
However, the department has faced mounting pressure as demand for the service continues to grow, reports the Mirror. The number of people using the scheme roughly doubled between 2018-19 and 2024-25. The DWP said this week that in 2025-26, applicants were waiting 100 days for a decision following an Access to Work application – up from 67 days the previous year.
Now the department has been forced to issue a response to Parliament over more questions about the programme. The scheme permits so-called appointed representatives to manage affairs on behalf of claimants.
However, the DWP has this week acknowledged that there are difficulties with this that other users of the service do not encounter. DWP minister Sir Stephen Timms said on Monday, October 12 that officials were working to address this — though any such changes would not happen swiftly.
The issue centres on the Access to Work online service, which enables those who have been awarded a grant to submit their funding claims digitally. These grants are frequently used to cover the costs of a support worker, specialist equipment and travel expenses.
In his statement, the minister explained that one particular rule currently prevents appointees from accessing the online service. He said: “The Access to Work online service has been designed to enable customers to manage their claims securely following identity verification using GOV.UK One Login. At present, the service does not support appointees accessing or submitting claims on behalf of customers. This is because the current service relies on individual identity verification to protect customers’ personal information and maintain the security and integrity of the claims process, using GOV.UK One Login.
“DWP is committed to ensuring Access to Work services are accessible to all customers. Customers can apply for Access to Work support and renew existing awards through the online service, which has been developed in line with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 and is fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.
“Recognising that some customers may be unable to use the online service, alternative channels remain available. Customers can contact Access to Work by telephone and, for those who are unable to hear or speak on the phone, Relay UK is available as an alternative communication route.
“The Department keeps its services under review and is committed to meeting accessibility and reasonable adjustment requirements that are considered as part of the design and delivery of Access to Work services.
“Digital work is currently planned to commence during the second half of financial year 2027-28 to explore the barriers preventing appointees from accessing the online service and to identify potential options for enabling appointee access in the future, while maintaining appropriate security and identity assurance standards.”
The minister’s admission follows the DWP’s announcement during the summer that it was recruiting hundreds of staff to address a backlog of cases for the service. It emerged that 480 new case managers and caseworkers would be brought in to help resolve the backlog by September 2027.
Access to Work – how can I apply?
Pat McFadden, Secretary of State for Work and Pensions, said recently that the scheme is “highly valued by the many disabled people it supports, Disabled People’s Organisations and employers.” However, there are eligibility requirements for the scheme. The government states you must:
- be in paid work (or be about to start or return to paid work in the next 12 weeks)
- have a physical or mental health condition or disability that means you need support to do your job or get to and from work
- be 16 or over
- live and work (or be about to start or return to work) in England, Scotland or Wales – there’s a different system in Northern Ireland
And officials indicate that when it comes to mental health support, you can only claim Access to Work once. To receive assistance, you need to have a health condition, illness or disability that means you require help in order to work.
Official government guidance states this can include:
- a mental health condition, for example anxiety or depression
- a temporary condition, like a broken leg
- an illness such as diabetes or epilepsy
- a learning disability or related condition, for example if you have Down’s syndrome
- a physical disability, for example if you’re hard of hearing or use a wheelchair
- having ADHD or dyslexia
- a developmental condition, like autism spectrum disorder
However, note that you must have paid employment or be about to commence or return to one in order to qualify. For more details, visit the government web page on the subject.
