Understanding applicants’ journeys to the Access to Work scheme

About the study 

Access to Work (AtW) is government-funded employment support programme that aims to help more disabled people and people with health conditions start or stay in work. Support funded through the scheme includes special aids and equipment, support workers, mental health support, and support to travel to work. The Department for Work and Pensions (DWP) commissioned NatCen to conduct interviews with individuals who had applied to the scheme and employers who supported their employees to apply.  

Demand for AtW has increased substantially in recent years, yet there is limited evidence about how people become aware of and experience the scheme. The research sought the views of different groups of applicants, including employees, self-employed people and those not in work. These included those who had accessed support funded by AtW as well as those who applied but were not awarded funding.  

Interviews explored applicants’ and employers’ decisions about whether to apply to the scheme, their experiences of the application process and receiving AtW funding, their views about the impact of the scheme, and suggestions about how it could be improved.

Findings

AtW recipients described a range of positive outcomes from Access to Work support, including being able to stay in work despite a new or worsening health condition, being able to travel to work independently and improved wellbeing and resilience at work. However, applicants’ support needs were not always fully met and participants described elements of the AtW process that were challenging.  

The key findings are outlined below:  

• Awareness of AtW. Applicants learned about the scheme via various channels, including through employers, health professionals, family and friends, online research, or organisations providing disability or employment support.  
• Employer support. The level of support provided by employers before, during and after applying shaped applicants’ experiences, with greater support associated with higher satisfaction.
• Experiences of applying. Those with prior experience of AtW or other disability benefits generally found applying straightforward. Others reported challenges, including the amount and complexity of administration involved and award decisions being perceived as unclear or insufficient. Lengthy wait times between applying and the award decision meant employers had to put temporary measures in place, or applicants working without support. 
• Experiences of receiving AtW support. Participants described practical challenges with sourcing support, particularly where they had little guidance or support from DWP or their employer. Views on the claims process was mixed, with some reporting issues with delays to payments and the administrative burden of making regular claims.  
• Suggested improvements. Participants recommended making the application process more accessible, increasing employer involvement, and providing clearer communication and practical support throughout the process. 

Methodology 

We conducted 90 qualitative interviews with AtW applicants. Quotas were set to ensure variation across the sample, and included primary health condition, working status (whether employed, self-employed or not in work) and type of support funded through AtW.  

We also conducted 26 interviews with employers from small, medium and large organisations. We spoke to individuals who had personally supported employees to apply to the scheme.

Interviews took place between September 2025 and January 2026 and were primarily conducted online or via telephone. Interviews were transcribed and analysed thematically.