What happens when a Case Manager contacts me?

When you apply to Access to Work – either for a new award or a renewal – you’ll be assigned a Case Manager. They’ll be your main contact for that application only.

How quickly they contact you depends on your application type and your employment status. You can read more about wait times in our Help Centre.

They will:

•    Confirm your identity by phone

•    Check you are eligible

•    Gather details about your job, conditions, and support needs

•    Arrange assessments or request evidence

•    Decide what funding you’ll receive

If you find calls challenging, you can have someone with you for support. 

First Contact

Every Case Manager works differently so first contact could look like:

•    An unexpected phone call

•    A text saying they’ll call later that day

•    An email introducing themselves and asking for a time to talk

Some will just confirm identity and eligibility in the first call; others may want to discuss your job, needs, and funding straight away.

If they can’t reach you, they’ll try at least three times on different days, using all the contact methods you provided. If you miss a call, don’t panic – they’ll likely follow up by email.

If you think you’ve missed a call from Access to Work, phone their helpline on 0800 121 7479. You have two weeks to respond before they close your case.

If you need time to prepare for a detailed conversation or want a supporter with you, tell your Case Manager and arrange a time that works. 

Even if you have a representative, your Case Manager must speak to you once to confirm your identity.

Eligibility checks:

•    Employed: They’ll confirm your role with your manager or HR

•    Self-employed/company director: You must show a turnover of at least £6,500 a year and provide accounts or a business plan

You can read more about eligibility in our Help Centre.

Information they may request:

•    More details about your role and challenges

•    Evidence of diagnoses or difficulties

•    Forms, assessments, or supplier quotes

Workplace Needs Assessment:

If you are unsure what support you need, ask for a Workplace Needs Assessment. An independent assessor will:

•    Discuss your role and difficulties

•    Recommend software, equipment, coaching, training, and other support

The assessment is usually online, takes up to an hour, and aims to help you succeed at work.

You can read more about Workplace Needs Assessments in our HelpCentre.

Tip: Bring a list of items you think you might need. If they’re in the report, it strengthens your case and saves time later.

Your Case Manager doesn’t have to fund every recommendation. They’ll compare the report against Access to Work policies, only funding what goes beyond reasonable adjustments, isn’t standard business equipment, meets minimum needs, and offers value for money.

Decision:

•    Once they have all the information, your Case Manager will decide what funding to offer and tell you by phone or email

•    Large awards may need higher-level approval. Once approved, you’ll get an Award or Decision letter by post

•    Your Case Manager will remain your contact for 28 days after the decision. After that, contact the helpline for queries

•    If you’re unhappy with the decision, you can request a reconsideration.

What if I’m unhappy with how I was treated?

All calls are recorded. If you feel you were treated unfairly, you can make a complaint and ask for the call to be reviewed. Give the date and time of the call when you do this. Read more about complaints in our Help Centre.