Access to Work Programme
The question
To ask the Secretary of State for Work and Pensions, how many applicants have reported difficulties communicating with Access to Work in each of the last five years; and what feedback mechanisms exist to improve user experience.
Answered by Sir Stephen Timms
The Department does not hold data on the number of applicants who have reported communication difficulties with Access to Work over the past five years. However, we actively seek and collect user feedback through a range of channels designed to improve the customer experience, including:
- Access to Work helpline, where customers can report any difficulties.
- Relay UK, providing text-based communication support for customers who are deaf, hard of hearing, or have speech difficulties.
- Video Relay Service, enabling British Sign Language (BSL) users to communicate directly with Case Managers.
- Online feedback forms, available on GOV.UK and within the Access to Work digital service.
- Formal complaints process, for raising and resolving issues.
- Stakeholder engagement meetings, where representative organisations provide feedback on service delivery.
In addition, we offer reasonable adjustments to ensure accessibility for all customers. These include communication by email, provision of information in alternative formats (such as large print or Braille), and other tailored support where required.
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