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Watchdog finds Access to Work delays are putting disabled people’s job security at risk

 

Delays and backlogs in processing Access to Work applications have more than doubled over the past four years, the National Audit Office (NAO) has found.

A new report from the public spending watchdog shows that the average time taken by Department of Work in Pensions (DWP) to process applications increased from 28 days in 2020-21 to 66 days in 2024-25.

Meanwhile, the number of applications waiting for DWP to make a decision almost trebled, from 21,700 in March 2022 to 62,100 in March 2025; and the number of outstanding requests for payment more than quadrupled, from 6,900 at 31,700 over the same period.

The NAO said the delays and backlogs have created difficulties for individuals and employers, including reduced job security, and cashflow pressures for businesses – particularly small businesses.

Delays and backlogs are being driven by a rising demand for the scheme. To try and mange this increase take-up, the DWP has doubled staffing from 247 full-time equivalents in 2021-22 to 588 in 2024-25) and made productivity improvements.

But the report finds that systems remain “inefficient”, and the backlog is “not expected to fall significantly without policy change, additional budget or productivity improvements”.

The NAO has made recommendations on how the Access to Work scheme can be improved, including addressing gaps in administrative and survey data and implement any scheme changes in a way that allows evaluation of effectiveness and value for money.

Gareth Davies, head of the NAO, said: “The Access to Work scheme plays a valuable role in helping people with disabilities or long-term health conditions secure and sustain employment, and demand for the scheme has grown significantly. Maximising the value for money of the scheme will require government to improve how it administers the current system, to get on top of the backlogs and to properly assess the scheme’s impact.”

The Disability Poverty Campaign Group, co-chaired by Disability Rights (DR) UK and Inclusion London, recently ran a survey on the scheme.  Its findings noted that there were significant cuts in support hours, refusals to fund essential support for travel or personal care, delays in payments or approvals and employer refusal to provide necessary equipment.

Dan White, policy and campaigns officer at DR UK said: “The NAO findings add to the growing bank of evidence on the failures of ATW to meet the needs of disabled people. The scheme has worsened even further since the NAO analysis, with delays now of 210 days and with disabled workers experiencing significant cuts to support worker hours. Some disabled people have lost their jobs due to the cuts and for others, the clock is ticking.

“The Government needs to act now to cut backlogs and delays, provide the personalised support disabled people need to work, and restore confidence in the Scheme. Access to Work was designed to ensure equality and create a level playing field for disabled workers, the Scheme needs to fulfil this commitment.”