The Department for Work and Pensions (DWP) has reported progress in reducing delays affecting Access to Work, a government scheme that helps disabled people and those with health conditions obtain or remain in employment. The latest update indicates that average helpline waiting times have fallen, while officials continue to work through a substantial backlog of applications.
The programme provides financial support for practical workplace adjustments, specialist equipment, support workers, communication assistance, and certain additional employment-related costs. Depending on individual circumstances and eligibility, grants can be worth up to £69,260, according to the government’s published guidance cited in the supplied report.
However, shorter telephone waiting times do not necessarily mean applicants will receive decisions more quickly. Separate figures indicate that people may still wait several months for their applications to be assessed, with the department continuing to process a large number of outstanding cases.
The latest update also comes amid concerns about reduced awards for some existing recipients. For disabled workers who rely on funded support to carry out their jobs, changes to an award can affect their working arrangements, household finances, and ability to remain employed.
Update
Sir Stephen Timms, a minister at the Department for Work and Pensions, provided an update to Parliament on Access to Work helpline waiting times and the progress being made to address outstanding cases.
According to the supplied report, the average time callers spent waiting on hold during the 2025-26 operational year was 21 minutes and six seconds. For the current operational year, the reported average had fallen to 15 minutes and one second.
This represents a reduction of six minutes and five seconds. Although the figures suggest an improvement in access to telephone assistance, the minister cautioned that the latest numbers were provisional and could change following further checks.
The distinction between telephone waiting times and application processing times is important. A person may be able to contact the service more quickly but still face a lengthy wait for a decision about the support they need.
For applicants whose employment depends on specialist equipment, communication assistance, or a support worker, delays in receiving an award can create practical difficulties even when helpline access improves.
The government’s official Access to Work customer factsheet explains the scheme, the support available, and the circumstances in which eligible people can apply.
Backlog
The DWP has reported a reduction in the number of outstanding Access to Work cases during the current operational year.
In the parliamentary statement cited in the supplied report, Timms said the department had achieved a net backlog reduction of 2,980 cases using the reporting period from April to August 2026, with figures assessed as of October 1.
The reduction suggests that the department has begun to process outstanding work more quickly than new cases have accumulated over the measured period. However, the overall backlog remains a concern for applicants awaiting decisions.
Timms also indicated that newly recruited employees would need coaching and training over the following six months. As a result, the department expected the backlog to stabilise before declining further in spring 2027.
The DWP’s assessment, as described in the report, was that Access to Work remained on course to clear the backlog by September 2027.
That target provides an indication of the department’s intended timetable, rather than a guarantee that every application will be decided by that date. Actual progress will depend on application volumes, case complexity, staff training, and the number of new claims received.
Waiting
While the latest helpline figures show improvement, the waiting time for an application decision remains a separate issue.
According to the parliamentary information cited in the supplied report, the average time taken to reach a decision on an Access to Work application during 2025-26 exceeded 100 days. This was higher than the 67-day average reported for the preceding year.
The report also states that the waiting time for new applications had reached 37 weeks. In addition, approximately 60,000 people were awaiting a decision as of May 2026, compared with around 48,000 two years earlier.
These figures illustrate the difference between improving customer service and resolving a processing backlog. Telephone waiting times measure how long people wait to speak to someone, whereas application processing figures reflect how long applicants wait for an outcome.
For someone starting a new job, returning to employment after illness, or seeking adjustments to continue working, a prolonged wait can create uncertainty. Employers may need to consider temporary arrangements while an application is being assessed, although the options available will vary according to the person’s role and circumstances.
Applicants should keep records of correspondence and any reference numbers provided by the DWP. If circumstances change while an application is pending, they can contact the department to ask how the change should be reported.
Support
Access to Work is intended to help disabled people and people with physical or mental health conditions overcome barriers to employment. It can support people who are starting work, changing jobs, remaining in an existing role, or participating in certain employment-related activities.
The support available depends on the applicant’s needs, the nature of the job, and the scheme’s eligibility rules. It is not a general payment for everyday living expenses.
Eligible support may include:
- Specialist equipment or assistive technology needed for work.
- A support worker to help with particular workplace tasks.
- British Sign Language interpretation or other communication assistance.
- Support with managing mental health at work.
- Help with certain additional travel costs when a disability prevents someone from using public transport.
- Adaptations to a vehicle used to travel to work.
Support may be relevant to employees and eligible self-employed people. A workplace can also be the person’s home when the employment arrangement and requested support meet the scheme’s requirements.
The amount awarded is based on individual circumstances and the support approved. The maximum grant figure quoted in the supplied report should not be interpreted as a standard payment available to every applicant.
The government guidance also explains that receiving Access to Work support does not, in itself, reduce other benefits. However, applicants should check the relevant rules if they have questions about their wider financial circumstances.
Payments
The programme’s value extends beyond the amount of money awarded. For many recipients, funded support helps make employment practical and sustainable.
A specialist support worker may help someone complete work-related tasks, while communication assistance can enable a deaf employee to participate in meetings, training, and conversations with colleagues. Equipment and workplace adjustments can also help people carry out their responsibilities more independently.
The need for this assistance can continue even when a person’s working hours or earnings change. That is one reason decisions about renewals and changes to existing awards have attracted attention.
The supplied report describes the experience of Jenny, a self-employed content creator who uses a wheelchair and said her renewal award had fallen by 85%. She explained that the reduced funding affected her ability to pay for support workers and created difficulties for her business and household.
Her account illustrates how a substantial reduction in an award can affect more than an individual’s workplace arrangements. If someone cannot afford the assistance required to work, their earnings and family finances may also be affected.
The report also describes Rana, a deaf council worker who said a funding reduction resulted in the loss of her support worker, leaving her with specialist equipment but without the human assistance she needed for communication.
These are individual accounts and do not establish that every Access to Work recipient will experience a reduction. Awards depend on individual assessments and circumstances. Nevertheless, the cases highlight why recipients may wish to understand the reasons for any change to their approved support.
Reconsideration
The DWP has encouraged applicants who disagree with an original Access to Work decision to request reconsideration.
This can be important when a person believes the approved support does not adequately address their workplace needs or when a renewal award is lower than expected.
Anyone considering a challenge should read the decision letter carefully and follow the instructions provided by the department. It may help to explain which parts of the decision are disputed and provide relevant evidence about the assistance needed to carry out the job.
For example, a person who relies on a support worker may wish to explain which tasks require human assistance and why equipment alone does not meet those needs. Evidence describing the workplace requirements can help clarify the practical implications of the decision.
The supplied report includes concerns from recipients about the time taken to begin reconsideration. These experiences underline the importance of seeking clarification promptly and retaining records of requests, letters, and conversations with the department.
The precise options and procedures available depend on the decision and the applicable rules. Applicants should consult their decision correspondence or contact the DWP for information about the appropriate process rather than assuming that every case follows the same route.
Recruitment
The department announced a recruitment drive in May 2026 intended to help address the Access to Work backlog. According to the supplied report, nearly 500 additional staff were being recruited to support the programme.
The recruitment effort included caseworkers and case managers, with training intended to prepare staff to handle applications and more complex cases.
Increasing staffing capacity can help a service process more applications, but new employees generally need time to learn the procedures and develop the experience required to assess individual circumstances. This is consistent with the department’s warning that training would continue for several months.
The DWP has also acknowledged that demand for Access to Work has grown significantly. When the number of applications rises faster than the service’s ability to process them, waiting times can increase even if staff are working to clear outstanding cases.
The government’s stated approach combines recruitment with efforts to improve the scheme and address delays. The extent of the improvement will become clearer as further data on waiting times and outstanding applications becomes available.
The official DWP announcement on recruitment to tackle the Access to Work backlog provides further background on the staffing initiative.
Outlook
The latest update suggests that the DWP has made measurable progress in reducing its outstanding Access to Work workload, with helpline waiting times also falling from the average reported for 2025-26.
However, applicants should not assume that these improvements mean application decisions will now be issued quickly. The reported 37-week wait for new applications and the number of outstanding cases indicate that delays remain a significant issue.
The department’s target of clearing the backlog by September 2027 will depend on recruitment, training, demand, and the pace at which applications can be assessed.
For disabled people who depend on workplace assistance, the effectiveness of the scheme is measured not only by how many cases are processed but also by whether approved support meets their practical needs.
The coming months should provide a clearer picture of whether the staffing changes are translating into shorter decision times and more consistent service. In the meantime, applicants and existing recipients can review official guidance, keep records of their cases, and seek clarification from the DWP if they need information about an application or a decision.
