British Sign Language 5-year plan: Department for Work and Pensions – 1-year update, July 2026 (English and BSL versions)
Updated 15 July 2026
Applies to England, Scotland and Wales
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Progress and impact in the last 12 months
We are almost one year into our BSL 5-year plan and have made good progress against our goals. We have annotated against each header from our published plan.
Review our digital channels and platforms to create greater and better accessibility for BSL users
We have introduced the Video Remote Interpreting service into all Jobcentres and Universal Credit Review Centres. The service enables 3-way video calls between a customer, DWP agent and an interpreter, in addition to the existing face-to-face (in-person) service offered and inbound Video Relay Service.
Develop BSL video standards for content designers and developers
Most BSL video content in DWP is produced by policy and communications teams, both internally and through external suppliers. To improve consistency and accessibility across all BSL video content, we have developed draft DWP standards and principles for BSL videos.
We met DWP’s Operational Stakeholder Engagement Forum (OSEF), getting insight from our partners to help shape draft video standards, and worked with BSL users among our colleagues, internal communication teams and the Cabinet Office.
We have drafted a comprehensive list of standards and subject to OSEF review, will roll out the standards across DWP.
Build capability and knowledge of operational colleagues who support BSL users
We have reviewed all existing learning content, signposting to improved guidance for supporting deaf customers requiring the BSL interpreter service.
As part of DWP onboarding, all colleagues complete mandatory learning which builds awareness and ensures colleagues can recognise, understand, and respond safely and appropriately to customers.
BSL is now embedded into this learning, reinforcing its status as a recognised language. The updated content provides practical behavioural guidance on:
- supporting deaf and native BSL customers
- booking and working with interpreters
- navigating digital access requirements
- understanding communication barriers that may impact interactions
Continue to create accessible BSL communications.
We have created 40 videos in BSL over the last 12 months, which is our highest figure for a reporting year. We have created DWP’s first ever ‘YouTube Short’ in BSL to improve our target reach and communication mediums.
Priorities for the next 12 months
Our priorities for the next 12 months will be implementing our BSL video standards and investigating how we expand Video Remote Interpreting to additional service lines.
We presented our 5-year plan to the government’s BSL Advisory Board in May 2026 and (at the time of writing this update) are awaiting their insight and feedback to identify further improvements.
We have our annual campaign planned for ‘Learning at Work Week’ where we’ll discuss the first year of our plan, what has changed, the impact and generally raise awareness of the BSL Act and support available for colleagues. As part of this, BSL users from DWP will share their insight of DWP services and why the 5-year plan matters to them.