PARLIAMENTARY WRITTEN QUESTION
(16 July 2026)

To ask the Secretary of State for Work and Pensions, what service targets apply to (a) application processing, (b) renewals, (c) payment processing and (d) complaint handling within Access to Work.

Asked by:
Alison Bennett (Liberal Democrat)

Access to Work is a discretionary grant scheme and does not operate against published service targets for application processing or renewals.

The time taken to process applications and renewals will vary depending on a range of factors, including the complexity of the case and the provision of evidence from customers.

Access to Work operates a Service Level Agreement for payment processing. The current Service Level Agreement is to process payments within 10 working days of receiving the information required to make a payment.

Complaints are handled in accordance with the Department's complaints procedures. The Department aims to provide a full response to complaints within 15 working days.

Answered by:
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