The Department for Work and Pensions (DWP) has revealed that average hold times for the Access to Work helpline have dropped to 15 minutes and 1 second so far this year, down from 21 minutes and 6 seconds in 2025-26. The update comes as the scheme, which supports around 75,000 people, continues to tackle a significant case backlog.
Helpline wait times improve
In a parliamentary statement on Monday, DWP minister Sir Stephen Timms responded to a question about average waiting times on the Access to Work helpline. He confirmed that the average wait time for the last full year (2025-2026) was 21 minutes and 6 seconds, but that so far this year it had fallen to 15 minutes and 1 second — the lowest figure recorded since 2022-23.
Sir Stephen warned that the figures should be treated with caution as they may change, but stressed that progress was being made in addressing the service's case backlog. 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."
Backlog and decision times
During parliamentary proceedings this week, the DWP also revealed that the average waiting time for a decision following an Access to Work application had risen to more than 100 days (2025-26), up from 67 days the previous year. The department confirmed this month that the current waiting time for new applications stands at 37 weeks. As of May this year, approximately 60,000 people were still awaiting a decision — a rise from around 48,000 two years ago.
Sir Stephen added: "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."
Reports of payment cuts
WalesOnline reported that some individuals on the scheme were having their payments reduced. The Radio 4 Moneybox programme spoke to two workers about their experiences. Jenny, a self-employed content creator who uses a wheelchair, said her renewal award was slashed by 85 per cent. She told the 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."
Rana, a council worker who was born deaf, revealed that a funding cut left her without her support worker, leaving her reliant solely on specialist equipment. 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."
In response to criticism 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."
Government action
The government announced in May that nearly 500 extra staff were being brought in to tackle the backlog, with more case workers and case managers given 'extensive' training to deal with complex cases. Pat McFadden, Secretary of State for Work and Pensions, said at the time: "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."
To find out how to apply for support through the Access to Work scheme, head to the relevant government web page.
