Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what process is available to reinstate Access to Work claims closed because the customer was unable to contact the service due to their communication needs; and whether support will be backdated in such cases.

Customers can contact Access to Work through a range of channels, including telephone, post, Video Relay Service (VRS), Relay UK, appointees and agreed third-party representatives. Email may also be used where this has been agreed as a reasonable adjustment.

Access to Work staff similarly use these channels to communicate with customers and to ensure that support is tailored to their individual circumstances and communication needs.

Where a decision has been made not to award Access to Work support, customers may request a reconsideration if they disagree with the decision. Requests are considered on a case-by-case basis, taking account of the customer's individual circumstances and communication requirements.

If, following reconsideration, it is determined that the customer is eligible for Access to Work support, an award may be backdated to the date of the original application.

Access to Work is not aware of any evidence that customers are unable to contact the service due to their communication needs. Customers can apply for Access to Work online or by telephone.