Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what quality assurance mechanisms are in place to ensure consistent decision-making across Access to Work caseworkers.

Access to Work has a range of quality assurance processes in place to ensure consistency in decision-making. These include:

• Standardised Guidance and Training. All case managers and caseworkers follow the same guidance and receive comprehensive training to make consistent, high-quality decisions.
• Reconsideration Process. Customers have the right to challenge decision outcomes and request a review.
• Service Assurance Teams. Dedicated teams conduct checks on decision-making quality, provide feedback to maintain consistency, and identify areas for improvement.
• Coaching and Support from Line Managers. Continuous development is supported through coaching and guidance, helping staff enhance decision-making skills.a