Disabled people are waiting over 100 days on average for DWP Access to Work applications to be processed, with delays affecting job security and causing some to have job offers withdrawn, according to a National Audit Office report
Disabled individuals have faced average waits exceeding 100 days for their applications seeking workplace support to be processed, a new report has revealed. A disability equality charity said the National Audit Office (NAO) public spending watchdog’s findings “lay bare the brutal reality for disabled people trying to get into and stay in work”.
The NAO report highlights significant “delays and backlogs” in handling applications to the Access to Work scheme, which was established in 1994 and covers England, Scotland and Wales. Those applying – who have physical or mental health conditions or disabilities – can request grants to cover practical workplace assistance, mental health management support, or funding for communication aids during job interviews.
Applications to the scheme have “increased significantly” in recent years, the NAO observed, with total submissions more than doubling from 76,100 in 2018/19 to 157,000 in 2024/25. Whilst the Department for Work and Pensions ( DWP ), which oversees and finances the scheme, acknowledged it lacks a definitive explanation for the surge in applications, it “believes the growth in demand is likely to have been driven by a rise in the identification of mental health conditions and neurodiversity across society”.
The report highlighted DWP data which showed a rise in the number of individuals with mental health or learning conditions applying for support under the scheme. This figure increased from 11,200 (30 percent of all customers receiving payments) in 2018/19 to 37,900 (51 percent) in 2024/25.
Additionally, the number of people with conditions categorised as “other”, believed by the department to include those with neurodivergent conditions, also saw an increase, reports Wales Online.
The average waiting time for processing an application escalated to 109 working days in November 2025, a significant jump from 66 working days in 2024/25 and 28 working days in 2021/22. This is far beyond the department’s target of 25 days.
The NAO stated that these delays had “a negative impact on individuals and employers”.
The report revealed: “Four of the organisations we consulted said that application delays and late payments have affected employees’ job security, and one noted that in some cases delays have resulted in people having job offers withdrawn. Late payments can also have an impact on employers. Three of the organisations we consulted commented that payment delays were leading to cashflow problems, noting that delays were particularly damaging for small businesses.”
The NAO reported that the DWP has received a “growing number of complaints” from customers, primarily concerning the time taken to process applications. The report highlighted that the department had increased its staff numbers working on the scheme in an effort to manage the rising number of cases and address the backlog, resulting in an increase in spending on staff administering the scheme from £12.6 million in 2021/22 to £24.4 million in 2024/25.
The NAO stated that the department “does not expect the backlog to fall significantly in the short term” and is “waiting for the outcome of the Government’s consultation on the future of the scheme before committing to plans for further improvements”. Gareth Davies, head of the NAO, commented: “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.”
Sir Geoffrey Clifton-Brown, chairman of Parliament’s Public Accounts Committee, acknowledged that whilst the scheme “provides significant value for people with disabilities or physical or mental health conditions to secure or stay in work”, spikes in demand have resulted in “significant backlogs and delays in processing applications and payments, affecting both employees’ job security and employers’ cash-flow”.
He continued: “As DWP looks to secure the greatest value from the scheme, it must address identified data gaps, align guidance with the Government’s objectives to support case workers and carry out work to ensure productivity targets can be met.”
James Taylor, director of strategy at disability equality charity Scope, commented: “This report lays bare the brutal reality for disabled people trying to get into and stay in work. Disabled people face constant barriers, rejection and frustration, and Scope’s employment services have supported customers who’ve had to leave jobs altogether because Access to Work support didn’t arrive in time.
“Access to Work can be a lifeline that allows disabled people not just to work, but to thrive. But the Government must urgently get a grip on the backlogs and properly understand the scheme’s impact on disabled people, employers and the wider economy.”
Mark Gale, who serves as policy manager at Sense, the national disability charity, highlighted the scheme’s crucial role in helping to “break down the many barriers disabled people face getting a job and staying in employment, but sadly as this report shows Access to Work can be a barrier in itself if people do not get support in time”.
He added: “Reducing delays mustn’t come at the expense of some disabled people becoming ineligible to receive this funding. Instead, we want to see more investment into Access to Work, including better promotion of the scheme, so that every disabled person has a fair chance to stay in employment.”
A spokesperson from the DWP acknowledged the challenges ahead: “We are streamlining processes and increasing staffing to improve the customer experience, but we recognise the scheme we inherited is failing both employees and employers, and needs reform. That’s why we are looking carefully at this scheme and welcome the NAO’s recommendations.
“Through the keep Britain working review, we’re also working with employers to build a system that genuinely supports disabled people to access the opportunities that work provides.”
