The Department for Work and Pensions (DWP) has admitted that a rule preventing appointed representatives from using the Access to Work online service creates 'barriers' for some claimants. The scheme provides financial and practical support to people with a physical or mental health condition or disability, with grants currently reaching around £69,000.
Delays and rising demand
The scheme has faced challenges as demand has grown. Between 2018-19 and 2024-25, demand roughly doubled. In Parliament this week, the DWP confirmed that in 2025-26, applicants were waiting 100 days for a decision after applying for Access to Work, up from 67 days the previous year.
A Parliamentary select committee recently noted that "the practical support that the scheme funds can be the difference between someone being in work or out of work."
Appointees locked out of online service
The issue concerns the Access to Work online service, which allows people awarded a grant to submit funding claims online. These claims are often used to pay for a support worker, specialist equipment, and travel costs. However, the DWP has admitted that appointees cannot currently access or submit claims on behalf of customers.
In a statement on Monday, October 12, DWP minister Sir Stephen Timms said: "The Access to Work online service has been designed to enable customers to manage their claims securely following identity verification using GOV.UK One Login. At present, the service does not support appointees accessing or submitting claims on behalf of customers. This is because the current service relies on individual identity verification to protect customers' personal information and maintain the security and integrity of the claims process, using GOV.UK One Login."
Plans for change
Sir Stephen added that the DWP is "committed to ensuring Access to Work services are accessible to all customers" and noted that alternative channels, such as telephone and Relay UK, remain available. He said: "Digital work is currently planned to commence during the second half of financial year 2027-28 to explore the barriers preventing appointees from accessing the online service and to identify potential options for enabling appointee access in the future, while maintaining appropriate security and identity assurance standards."
The admission follows the DWP's summer announcement that it was recruiting 480 new case managers and caseworkers to tackle a backlog of cases by September 2027.
Eligibility and how to apply
Pat McFadden, Secretary of State for Work and Pensions, recently said the scheme is "highly valued by the many disabled people it supports, Disabled People's Organisations and employers."
To qualify for Access to Work, applicants must live and work (or be about to start or return to work) in England, Scotland, or Wales, be in paid work (or about to start or return to paid work within the next 12 weeks), have a physical or mental health condition or disability that requires support to do their job or get to and from work, and be aged 16 or over.
When it comes to mental health support, claimants can only apply for Access to Work once. Eligible conditions include temporary conditions like a broken leg, physical disabilities, learning disabilities, illnesses such as diabetes or epilepsy, mental health conditions like anxiety or depression, ADHD, dyslexia, and developmental conditions such as autism spectrum disorder. Applicants must have a paid job or be about to start or return to one to qualify. For full details, visit the government web page on the subject.
