Accessibility Should Reduce Stress, Not Increase It: My Recent Access to Work Experience

Recently, I experienced an issue with ATW - Access to Work communication processes as a Deaf British Sign Language (BSL) user.

I submitted my Access to Work renewal on 3rd April for expiry on 26th June. I believed I had given enough time for the process to run smoothly.

At first, communication became confusing.

• I received unclear emails.

• Some information appeared inconsistent.

• There was mention of documents and attachments, but no attachment was included.

• Different teams appeared to provide different guidance.

• Even my Access to Work Case Manager agreed that parts of the communication were unclear.

  
  

For someone whose first language is BSL rather than English, this creates additional pressure.

As Deaf people, many of us already spend significant mental energy translating written English into concepts that feel natural in sign language. When communication becomes unclear, repetitive, or inconsistent, it increases cognitive fatigue very quickly.

Eventually, I received an email from the Department for Work and Pensions (DWP) confirming that they recognised my communication needs as a “reasonable adjustment.”

The email stated:

“You asked us to use email to communicate with you about your Access to Work.”

It also confirmed:

“Your health condition or disability means our usual ways of communicating do not meet your needs.”

On one hand, I appreciated the acknowledgement.

Recognition matters.

But at the same time, the experience highlighted a larger issue within accessibility systems themselves.

Sometimes accessibility processes unintentionally create additional barriers instead of removing them.

Accessibility Should Not Become a Slower System

One sentence in particular stayed with me.

The email explained that accessible PDF documents may take longer to send than standard post because they need to be converted into accessible formats first.

That raises an important question:

Why should accessible communication be slower in 2026 when technology is advancing rapidly?

Accessibility should not become a separate, slower pathway running beside the main system.

Accessibility should already exist inside the system from the beginning.

This is not only about Deaf people.

It affects many disabled people who rely on alternative communication methods:

• Deaf people

• Deafblind people

• people with sight loss

• neurodivergent people

• people with communication differences

• people who process written language differently

  
  

Accessibility should reduce stress, not increase it.

Communication Options Have Reduced Over Time

Over the years, I have noticed communication options changing.

Previously, Communication Support Workers (CSWs) could contact departments directly more easily.

Then the process changed to:

• email

• or Video Relay Service (VRS)

Now I am often told VRS only.

VRS is valuable and important.

It provides essential access for many Deaf people.

But accessibility should provide MORE communication choices, not fewer.

Different situations require different communication methods.

Sometimes email is better because:

• Information can be reread carefully

• There is a written record

• Misunderstandings can be checked later

• Communication fatigue is reduced

• Complex information can be processed more slowly

  
  

Sometimes video communication is better because:

• Identity can be visually verified

• Communication becomes more natural in BSL

• Real-time clarification is easier

• Misunderstandings can be reduced quickly

  
  

Accessibility should allow flexibility instead of forcing one communication route.

Fraud Prevention and Accessibility Can Work Together

One thing I find particularly interesting is the concern around identity verification and fraud prevention.

Organisations may feel cautious about email communication because they cannot directly see the person communicating.

But if VRS video calls are already accepted, then why not modernise this further?

Many industries already use secure remote systems:

• banking

• passport verification

• biometrics

• healthcare consultations

• legal appointments

• remote customer support

  
  

Technology already exists.

I believe there is an opportunity for DWP and Access to Work to develop secure remote communication systems where:

• DWP staff

• Deaf claimant

• Qualified BSL interpreter

can all join together directly on one secure video platform.

This could:

• reduce delays

• improve communication clarity

• reduce misunderstandings

• improve trust

• support identity verification

• reduce communication fatigue

• create better accessibility records

• improve efficiency for both staff and claimants

  
  

Most importantly, it would place communication at the centre of accessibility design.

Accessibility Is About Human Experience

Accessibility is often discussed as policy, compliance, or technology.

But for disabled people, accessibility is also emotional.

When communication systems become difficult to understand, people can feel:

• anxious

• exhausted

• ignored

• uncertain

• dependent

• overwhelmed

  
  

That emotional impact is rarely measured properly.

Accessibility is not simply about whether a system exists.

It is about whether people can actually use it confidently and independently under real-life pressure.

A process can technically meet accessibility requirements and still leave someone exhausted by the end of it.

That is something organisations need to understand more deeply.

This Is Bigger Than One Person

This blog is not about blaming individual staff members.

In fact, several people I spoke with genuinely tried to help.

The issue is the system itself.

When accessibility becomes fragmented across:

• multiple departments

• alternative format teams

• accessibility adjustments

• VRS systems

• separate document processes

communication can become harder instead of easier.

Disabled people should not have to navigate complicated systems simply to receive accessible communication.

Accessibility should be integrated into the main design from the start, not added afterwards as an adjustment process.

Accessibility Should Feel Supportive

As technology continues advancing, accessibility should become:

• clearer

• faster

• more human

• more flexible

• more integrated

• less stressful

  
  

Not more complicated.

Accessibility should feel supportive, efficient, and dignified.

Not exhausting.