Access to Work live running memo LR15
Updated 12 November 2024
© Crown copyright 2024
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/atwlr02-provider-memo-access-to-work/access-to-work-live-running-memo-lr15
This publication has been withdrawn.
This memo is no longer current and is not being updated. It is published here for reference only.
This memo is for Access to Work holistic assessment providers.
This provider memo is about amendments to the Access to Work holistic assessment provider guidance.
The latest updates to the guidance have now been published.
Table of amendments
| Page or paragraph number | Title and contents | Amendments |
|---|---|---|
| 7.05 | Complaints and Retention of Documents | Paragraph amended to read, The Independent Case Examiner (ICE) will mediate between you and the customer to broker a resolution. If a resolution cannot be agreed between either party, ICE will ask to see the evidence. You must provide all the evidence which relate to the complaint. ICE will again attempt mediation between you and the customer (known as a ‘settlement’ if the evidence is needed to broker an agreement). If this cannot be achieved, ICE will undertake a full investigation of the complaint. |
| 7.06 | Complaints and Retention of Documents | Paragraph amended to read, Please note that under normal circumstances, if a complaint is upheld against you at investigation stage, £5,000 is recovered from you to go towards funding the ICE service for provider complaints in the following year. |
Further information and contact details
All enquiries on the subject of this memo should be raised with your Performance Manager in the first instance, they will endeavour to provide you with an answer as soon as possible.
Issued by: The Work Programme and Disability Employment Provision policy team, DWP