Access to Work · Ealing Pulse

What is it?

Access to Work can help with specialist equipment, support workers, travel to work, communication support and workplace mental-health support. It is separate from reasonable adjustments an employer must provide.

Who may qualify?

Usually for disabled people aged 16 or over in paid work, about to start work, returning to work or certain supported internships. The job must be in Great Britain.

What to do next

Apply online or by phone as early as possible. Explain the job tasks, barriers and proposed support. The adviser may arrange a workplace assessment.

What if there is a refusal or problem?

Ask the Access to Work team to review the decision and provide quotes or occupational evidence showing why the support is necessary.

PRACTICAL GUIDE

Practical plan: Access to Work

Gather the right information, make a specific request and keep a written record. Below is an action plan and message template for Access to Work.

Check the correct route

Apply as early as possible and separate Access to Work support from the employer’s duty to provide reasonable adjustments.

Prepare a short history

List key dates, previous contacts, case references and what has already been promised or refused.

Ask for a written decision

After a phone call, email a short summary and ask for confirmation of next steps and timescale.

Record the outcome

Keep confirmations, names, dates and copies in one folder.

What to prepareTick items as you collect them

job description, difficulties, proposed solutions, quotations and employer details a written chronology of contacts and decisions case references and copies of emails photographs, quotations, plans or reports where relevant an explanation of the impact on safety, independence or the carer

Common mistakesWhat to avoid

relying only on telephone calls
mixing many unrelated issues in one long email
not stating the requested outcome
failing to explain urgent risk or deterioration
accepting a verbal refusal without written reasons

GOOD PRACTICE

Tips that make a real difference

One message, one request

State exactly what you want at the start: an assessment, decision, correction, date or contact from the correct team.

Explain the impact

Explain what is happening now and the risk if support is not provided.

Ask for reasons

If the answer is no, ask for the reasons, criteria used and review or complaint route.

Set a date

Ask for a specific response date rather than “soon”.

IF REFUSED OR NOTHING HAPPENS

Escalation plan step by step

1. Ask for a review

Ask for written reasons and a review. Explain why the proposed support is necessary, effective and work-related.

2. Make a formal complaint

Attach a short chronology, the decision, relevant evidence and the remedy requested.

3. Ask for independent support

Consider an advocate, independent adviser or specialist organisation if managing the case alone is difficult.

4. Escalate after the complaint

If the organisation’s complaint process does not resolve the issue, check the relevant ombudsman, tribunal or regulator.

LETTER BUILDER

Request or review letter template

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RecipientTo the relevant team or service managerRequest for action / review — Access to Work

Full name Case reference / National Insurance Decision or event date What is wrong? Key examples Evidence enclosed What outcome do you want?

WHERE NEXT

Further routes

Internal review

Ask for the decision to be reviewed by someone not responsible for the original decision.

Formal complaint

Use the formal complaint procedure for delay, communication or case handling.

Further escalation

After the complaint process, check the relevant ombudsman, tribunal or independent body.