RNID and DeafATW publish AtW research. What we found and what you can do

In December 2025 and January 2026, RNID and DeafATW surveyed 358 deaf and deafblind people, and people with hearing loss, about their recent experiences of AtW since 1 October 2024.

Three quarters of respondents use BSL as their main or preferred language, representing over 8% of all BSL users supported by AtW.

The full report is available to read in English or watch in BSL.

The findings reveal widespread problems with how AtW is currently operating.

Awards cut at renewal

Over one third (37%) of BSL users say their award was reduced at renewal despite no change in their work or access needs. Reductions include cuts to interpreter hours, Video Relay Service minutes, and overall budget. 

Many people have also had new restrictions imposed on how they can use their award, limiting their ability to match support to their actual work needs. The most common restriction is a fixed weekly hour limit, with no flexibility to carry unused hours across weeks.

Half (50%) of those whose award changed did not receive a written explanation. Some only discovered new restrictions when a payment was unexpectedly rejected.

BSL users whose award was affected told us that:

• •    41% have missed out on training and development opportunities
• •       37% now attend fewer meetings or events
• •       41% say interpreters must work solo when two are needed

AtW has described these changes as “operational corrections”, applying its existing staff guidance more consistently. RNID and DeafATW disagree that this justifies changes made without explanation or consultation.

Delays

37% of respondents waited four months or more for an AtW decision. 13% waited over ten months. Renewal delays mean people cannot book interpreters, leaving them unable to work on equal terms with hearing colleagues for months at a time.

Quality of service

46% of all respondents rate their overall experience with their case manager as poor or very poor. 32% say their communication needs were rarely or never met during the process.

While AtW offers interpreting via Video Relay Service, it does not translate its written English communications into BSL. 22% of respondents said they did not receive the reasonable adjustments they requested.

What RNID and DeafATW are asking the government to do

The findings show urgent change is needed. RNID and DeafATW are calling on the Department for Work and Pensions to:

• •       Stop reducing AtW awards at renewal where there has been no change in circumstances or access needs, and ensure all changes are clearly explained before they take effect
• •       Stop imposing restrictions on how awards can be used which have no basis in the published guidance, including fixed hourly limits with no flexibility
• •       Invest in modern IT systems so AtW can operate efficiently, deliver decisions on time, and produce data to support evidence-led reform
• •       Guarantee full accessibility in BSL at every stage of the service
• •       Work in partnership with disability organisations to co-design a system that reflects lived experience and genuinely works for deaf and deafblind people and people with hearing loss

What you can do

These findings show why change is urgently needed. You can help by writing to your MP. The Government is reforming AtW and MPs need to hear from people affected by the scheme.

RNID has created a tool to make this easy: Write to your MP about AtW.

If you have already written to your MP, please use the tool anyway. It asks if you have already contacted your MP. Telling us that you have helps us know who to follow up with. 

If you want to know more about how this evidence has already been used, see our earlier update: From survey to Parliament: how your AtW evidence is being used