Report finds Access to Work processing delays are reducing job security for disabled people
Delays and backlogs in processing Access to Work applications have more than doubled over the past four years, according to the latest report from the National Audit Office (NAO).
The average time taken by Department for Work & Pensions (DWP) to process applications increased from 28 days in 2020-21 to 66 days in 2024-25, affecting people’s job security and employers’ cashflow, the report revealed.
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 latest report from the independent public spending watchdog – The Access to Work scheme – investigates DWP’s operation of the scheme1 to help inform public debate on its future.
Access to Work clearly has benefits in helping people get, or stay in, work if they have a physical or mental health condition or disability, and demand for the scheme has soared.
However, despite the number of DWP staff working on the scheme doubling, processing delays and backlogs have created difficulties for individuals and employers, including reduced job security, and cashflow pressures for businesses – particularly small businesses.
Complaints to DWP about Access to Work rose from 234 in 2022–23 to 657 in 2024–25, with 800 in the first six months of 2025–26, most relating to delays in processing applications.
As demand has increased, so has spending. DWP’s spending on Access to Work nearly doubled in real terms between 2018–19 and 2024–25, rising from £163 million to £321 million.
This increase was largely driven by a 125 per cent increase in spending on support workers, such as British Sign Language interpreters and job aides who help people carry out their work. Total spending is forecast to reach £517 million by 2029–30.
The scheme is demand‑led and DWP exceeded its budget in 2018-19, 2019-20 and 2022-23, by an average of £3.6 million. The department has to cover any overspend from its wider departmental budget.
DWP data suggest a shift from supporting mainly individuals with physical conditions to those with mental health or learning conditions.
The total number of people who received payments from the scheme increased by 97 per cent from 37,700 in 2018-19 to 74,200 in 2024-25 – with just over half (51%) having mental health or learning conditions in 2024‑25.
To try to manage the increased take-up of the scheme, the department has increased staffing (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 several recommendations to support DWP in how it can strengthen how it administers the current scheme, while also planning for improvements that can be implemented in the future. These include addressing gaps in administrative and survey data and implementing any scheme changes in a way that allows evaluation of effectiveness and value for money.
It recommends updating guidance so it aligns more closely with the scheme’s objectives and supports caseworkers to make consistent decisions. It is also suggesting an improvement to the quality of data collected on case progress and using analytical techniques (such as process mining) to identify and resolve bottlenecks in the customer journey.
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.”
Sophie Dodgeon, RNIB Head of Campaigns & Public Affairs, also commented: “Difficulties with Access to Work is the biggest issue that blind and partially sighted job seekers and employees are coming to RNIB for help with.
“The scheme is plagued with significant delays, with some people waiting over nine months for support which is putting their job at risk. But just as importantly, those with the least sight, who have Support Workers, are finding that Support Worker hours and rates are being cut when support is renewed, which is a major concern for those in work.
“Cuts to Access to Work won’t deliver the Government’s aim to support disabled people into work. The support available through the scheme must be maintained. As Access to Work is reviewed, disabled people must also be able to have their say on any changes before these are brought forward.”
In recent news sick and disabled people will have more opportunities to move into work following the overhaul of the Disability Confident scheme that will boost living standards and workplace inclusion.
