DWP Confirms 37-Week Wait for Disability Benefit Decisions Amid Backlog Crisis
The Department for Work and Pensions has issued a stark warning that disabled people could face waits of up to 37 weeks for decisions on a key benefit designed to help them enter or remain in employment. This admission comes as part of a major government welfare overhaul aimed at increasing employment rates among people with disabilities.
Significant Backlogs and Inefficient Systems Blamed
During evidence presented to the Commons public accounts committee, Helga Swidenbank, the DWP director of accessibility, disability and disputes, confirmed that new applicants calling the Access to Work helpline are being informed through automated recordings about the extensive delays. "At the moment, we are saying 37 weeks, so that information is out there and accessible to customers," she stated, acknowledging this represents the maximum waiting period.
The revelation prompted immediate concern from committee members, with Blake Stephenson exclaiming "Thirty-seven weeks!" and committee chair Sir Geoffrey Clifton-Brown noting this exceeds six months. Labour MP Amanda Hack, attending as a guest, highlighted the human impact, remarking, "I had my first baby quicker than 37 weeks. We do not really appreciate the fact that, behind the figure, there is a person waiting for their claim."
Government Response and Prioritization Efforts
Neil Couling, Director General of DWP Services and Fraud, offered what he described as "a glimmer of hope," noting that average processing times had decreased from 109 days to 106 days. He emphasized that the department prioritizes applicants who have job offers or are about to start work within four weeks, placing them at the front of the queue.
Sir Peter Schofield, DWP permanent secretary, attributed the backlog to multiple factors, including a doubling of claims since the COVID-19 pandemic and increasing complexity of applications. He also identified issues with some employers misusing the scheme to obtain grants for support workers performing tasks that should normally be covered by the employer.
Impact on Employment and Businesses
The National Audit Office report, which prompted the committee hearing, found that in November 2025 the average decision time stood at 109 days—far exceeding the DWP's target of 25 days. The delays are reportedly preventing people from securing employment and affecting businesses awaiting due payments, with charities also experiencing negative consequences.
MP Hack emphasized the broader implications, stating, "There is clear evidence that the backlog is having an impact, whether that is on job security for those with a current open claim, or on employers taking on a new person."
Steps Toward Improvement
The DWP has outlined measures to address the crisis, including hiring additional staff to process Access to Work claims and improving decision-making consistency and productivity. Sir Peter Schofield expressed cautious optimism, stating, "By way of arithmetic, unless demand continues to grow again, that will inexorably reduce the backlog and get us down to where we need to get to."
Despite these efforts, committee members remain deeply concerned about the immediate impact on vulnerable applicants. Mr. Stephenson articulated widespread frustration, saying, "I just cannot imagine the frustration that our constituents would feel on hearing an automated voice message tell them that it could take 37 weeks for them to have a decision."
