13/03/2026
Access to Work update: Email Contact Removed
As of Monday 9 March, Access to Work case managers will no longer have individual email addresses.
Instead, applicants and current users will need to contact the service through the main phone line, and in many cases send documents by post rather than email.
For disabled workers relying on Access to Work to stay employed, this is not a small administrative tweak. Itβs another barrier.
Requiring people to print and post documents assumes that disabled people have easy access to printers, postage costs, transport to a post office, and the time and energy to deal with it. Many simply donβt.
It will also slow everything down. Documents like Support Worker Record of Tasks (SWROT) forms, quotes, tax returns, and medical evidence already take time to gather. Adding postal delays, scanning backlogs, and internal processing will extend decision times in a system that is already painfully slow.
Removing email communication also removes something crucial: accessible communication options.
For deaf and nonspeaking applicants, phone-only contact can be completely inaccessible. Many people rely on BSL, written or alternate communication to interact with services independently. Removing direct email contact forces people to depend on relay services, support workers, or others to make calls on their behalf β which undermines autonomy and confidentiality.
Email also provides a written record of communication, which can be essential when navigating complex decisions, checking what has been agreed, or challenging incorrect information, particularly for those with cognitive symptoms like brain fog.
The bigger concern is the cumulative impact. Each administrative change might look small on its own. But together they create a system that demands more time, energy, and persistence from disabled people who are already navigating work, health, and an often hostile benefits system.
Every day we hear from people trying to keep their jobs while dealing with long phone queues, dropped calls, inaccessible processes, and hours of administrative work just to access support they are already entitled to.
If youβre affected, DM us today!