AtW MHSS Live Running Memo 08
Updated 2 July 2026
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This publication is available at https://www.gov.uk/government/publications/atwlr02-provider-memo-access-to-work/atw-mhss-live-running-memo-08
To: Access to Work (AtW) Mental Health Support Service (MHSS) Providers
From: Access to Work Live Running Policy Team
Subject: Revisions to the Access to Work Mental Health Support Service Provider Guidance
Action: For information and Action
Timing: Immediate
Background
This is to inform you that the Access to Work Live Running Team (DCBS) have carried out a formal review of the Access to Work Mental Health Support Services Provider Guidance.
We are now able to inform you that this has been published.
These revisions are a result of the work undertaken jointly with Providers over the last few months with the aim of adding more context, incorporating wider Department for Work and Pensions (DWP) Policy updates at the time of drafting and to improve the Provider Guidance which includes suggestions made during Provider Forums that have been agreed by all stakeholders.
Please see below table with changes:
| Chapter or paragraph number | Section | Changes made |
|---|---|---|
| General | All | All chapters have been made into one document |
| 1.07 to 1.12 | Overview of AtW MHSS | Minor changes made to the paragraph – couple of changes to the wording (signposting changed to supportive conversations) |
| 2.04 | Eligibility | Minor wording changes |
| 2.08 | MHSS Service Requirements | Bullet 3 updated |
| Chapter 3, paragraph 3.3 | Quality Assurance | Additional paragraph around clinical support and bullets to outline what a provider should not do |
| 3.11 | Quality Assurance | Email address changed to accesstowork.mhss@dwp.gov.uk |
| Chapter 4 | General Note: | Lots of the paragraphs have been moved around to make it flow better |
| 4.07, 4.11, 4.14, 4.15, 4.16 | Supplier Generated Candidates | Email address changed to accesstowork.mhss@dwp.gov.uk |
| 4.15, 4.20 | Authority referral | Additional please note added |
| 4.34 | Identity checks | Minor word changes |
| 4.39, 4.47, 4.49 | Initial Meeting | New sentence added around gathering evidence of digital signatures |
| 4.53, 4.54, 4.55 | Sustainment Period | Additional paragraphs added around MHSS reports being rejected and being notified within 5 working days |
| 4.60 | Submission of AtW MHSS reports to DWP | New please note added around automated response from inbox |
| 4.62 | Re-referrals to AtW | Additional wording added regarding re-referrals and you can only go on the programme once |
| 4.65 to 4.67 | Change of Circumstances | New section on change of circumstances added – there wasn’t anything in the Provider Guidance previously |
| 4.73 | - | Extra please note added after this paragraph |
| 4.68 to 4.75 | Disengaged section/withdrawal section | The entire section on disengaged/withdrawal has been re written in line with policy |
| 4.76 | Disengaged Section/withdrawal section | Extra paragraph added |
| 4.89 to 4.99 | Multi Agency Public Protection Arrangements (MaPPa) | Updated in line with policy |
| 4.100 | Keeping Customer Interactions Safe (KCIS) | Updated from incident marker to KCIS |
| 5.04, all bullets | ATW MHSS Payments | Updated new sentence added around gathering evidence of digital signatures |
| 5.06 | ATW MHSS Payments | Additional please note after this paragraph |
| 6.18 | Providers acknowledge referral | Email address changed to accesstowork.mhss@dwp.gov.uk |
| Chapter 7, 7.27 | Yearly Mi | Jaggaer changed to Atamis. Email address changed to accesstowork.mhss@dwp.gov.uk |
| 7.44 | Performance Compliance Officer (PCO) checks | Additional sentence added around persistent issues |
| After 7.45 | PCO Checks | Several bullets have been added around what “good looks like” and additional table added |
| Chapter 8 , 8.03 | Enquiries and complaints | Email address changed to accesstowork.mhss@dwp.gov.uk |
| 8.33 to 8.49 | Provider receives a request for data erasure | Complete new section - updated DWP policy |
Summary and action
As these changes are effective immediately, you and your supply chain partners should familiarise yourself with these revisions as soon as possible.
Further information
All enquiries on 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.
Queries relating to the Provider Guidance should be directed to the Access to Work Provider Guidance Policy inbox: atwproviderguidance.policy@dwp.gov.uk
If your enquiry is of a Commercial nature, please use inbox: atw.accesstoworknotifications@dwp.gov.uk