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Access to Work Contract

Introduction

ISO18841:2018 -
Interpreting Services

This Agreement sets out the terms under which InSignLanguage Ltd
(“InSignLanguage”, “we”, “us”, “our”) will provide sign language
interpreting, translation, accessibility, and employment‑related
support services to the Client (“you”, “your”).
It is written in clear, plain English for ease of understanding.
A British Sign Language (BSL) version can be provided upon request.

​Purpose of the
Agreement

Support Work

The purpose of this Agreement is to ensure:
High‑quality, consistent support aligned with ISO 18841:2018, ISO
9001, ISO 17100, and ISO 27001
Compliance with the Access to Work (AtW) programme
Clear expectations for both parties
A structured service pathway covering interpreting, VRS,
translation, workplace support, and career guidance

What you will
get

Once your Access to Work Grant has been approved, These will be in your own contact and is specific to individuals

Governing Law

United Kingdom

This Agreement is governed by the laws of England and Wales, and
any dispute shall be resolved under the exclusive jurisdiction of its
courts.

Services
Covered

​BSL Interpreting, Lipspeaking,
Notetaking and Translation.

InSignLanguage may provide some or all of the following:
Services Overview
1 Interpreting Services (BSL/English)

  • Face‑to‑face or remote interpreting

  • Workplace meetings, training, events

  • Two‑interpreter teams where required for safety or complexity

2 Lip‑speaking Services
Delivered by qualified lip‑speakers for clients who rely on lip‑reading.
3 Note‑taking Services
Live written notes for meetings, training, and workplace
communication.
4 Translation Services

  • Translation between English ↔ BSL

  • Accessible versions of workplace policies, induction materials,
    contracts, and guidance

5 Video Relay Service (VRS)
Qualified interpreters available via the InSignLanguage app or
browser, for daily workplace communication.
6 Employment & Career Support

  • CV support and job searching

  • Interview practice and preparation

  • Workplace adjustments advice

  • Limited post‑employment support to regain employment

Access to Work
(AtW) Support
Services

1 Consultations
We provide structured AtW consultations to:

  • Assess your needs

  • Prepare the AtW Support Worker or Interpreting claim

  • Explain funding requirements and responsibilities

  • Support employer involvement where appropriate

  • Review your case when your job role or hours change

Consultations can be delivered via VRS, Teams, phone (relay), or
face‑to‑face.

​

2 Claim Support
We assist with:

  • Understanding AtW forms

  • Reviewing and confirming hours delivered by interpreters

  • Providing evidence of support worker activity

  • Escalating delays or issues

  • Preparing monthly claims for you to submit

  • Ensuring compliance with DWP requirements

​

3 Ongoing AtW Management
Throughout your grant period we:
Monitor support usage

  • Adjust your support plan as needed

  • Work with employers to ensure appropriate adjustments

  • Keep your documentation up to date

  • Provide reminders and check-ins to avoid gaps in funding

  • Request feedback to be collected for Interpreters Certified
    Professional Development.

Support
Boundaries

(Employment Responsibility)

InSignLanguage:

  • Supports you to achieve reasonable adjustments

  • Provides communication and workplace guidance

  • Helps you navigate AtW processes

​

However, we are not responsible for:

  • Job performance outcomes

  • Employer decisions

  • Workplace conduct issues

Term of
Agreement

ISO18841:2018

This Agreement comes into effect once signed (electronically or in
writing) and remains in force:

  • For the full duration of any Access to Work grant;
    and

  • For the duration of any funded or unfunded programme or service
    provided by InSignLanguage; unless explicitly superseded by a
    new agreement.

About us

Providing Accessibility That
Changes Lives

We support clients to participate fully in work, training, and career
development, guided by our mission:
“Providing Accessibility That Changes Lives.”
InSignLanguage Ltd provides professional communication support
for Deaf individuals, delivered in line with ISO 18841:2018 (Interpreting
Services), ISO 17100 (Translation Services), ISO 9001 (Quality
Management) and ISO 27001:2015 (Information Security).
Our services include VRS, face‑to‑face interpreting, translation, and
employment‑related support, delivered in accordance with Access to
Work (DWP) requirements.
All eligible services are funded through the client’s Access to Work
award, with no direct cost to you.
InSignLanguage exists to remove communication barriers and
promote equal access for Deaf professionals.
Our mission is “Providing Accessibility That Changes Lives.”
We deliver:

  • Video Relay Service (VRS)

  • Face‑to‑face interpreting

  • BSL/English translation

  • Lipspeaking

  • Lipspeaking with BSL

  • Note-taking

  • Career Network employment assistance

  • Workplace adjustments support

  • Ongoing AtW guidance throughout employment

Client
Responsibilities

You agree to:

  • Provide accurate and up‑to‑date information needed for service
    delivery

  • Attend scheduled appointments or give notice for cancellations

  • Submit all Access to Work claim forms via InSignLanguage

  • Communicate promptly regarding any change in employment,
    contact details, or needs

  • Use the InSign UK App where required for communication support

Behaviour,
Safety &
Respect

Both parties agree to:

  • Maintain professional and respectful communication

  • Ensure a safe working environment for interpreters and staff

  • Report any safeguarding concerns immediately

Payment &
Funding

Access to Work - Department
for Work & Pensions

Most services are funded by Access to Work.

  • Where services are not funded, you will be informed before
    delivery.

  • All AtW claims must be completed with the support of
    InSignLanguage.

  • You must submit monthly claims on time.

Standards &
Compliance

ISO18841:2018

InSignLanguage adheres to:

  • ISO 18841:2018 – Interpreting Services (industry standard)

  • UK GDPR & Data Protection Act 2018

  • ISO9001 - QMS

  • ISO17100 - Translation Services

  • ISO27001:2015 - Systems

  • Ethical and professional codes of conduct for interpreters

  • Access to Work rules and evidence requirements

We will always provide qualified, registered interpreters.​

Monthly Claims
Process

1 Your Responsibilities
You must submit your monthly Access to Work Support Worker
claim on the specified date each month.
Failure to do so may delay or pause support.
2 How InSignLanguage Supports You

Each month your Account Manager will:

  • Review your support usage

  • Confirm interpreter sessions and VRS usage

  • Prepare your claim summary

  • Check for missing or inconsistent details

  • Help you complete and submit your electronic claim

  • Respond to any DWP follow‑up queries

3 If a Claim Is Missed or Rejected
If a claim is not submitted or is rejected:​

  • Services may be temporarily paused until resolved

  • We will help you correct the issue

  • A revised submission timeline will be set

  • We will work with you to maintain continuity of support

Exclusive
Commitment

ISO18841:2018 - Interpreting
Services

For the duration of any grant or funded programme under this
Agreement (including any Access to Work grant), the Client shall
exclusively engage InSignLanguage (and its partner organisations)
for all sign language interpretation services and related support.
The Client shall not use any other service provider for these purposes.
This requirement applies to all Department for Work and Pensions
(DWP) communications and Career Network activities related to the
Client’s employment or training, which must be conducted solely
through InSignLanguage.
Furthermore, the Client shall not engage directly with the DWP
regarding any matters covered by this Agreement unless prior
written consent is obtained from InSignLanguage. Such consent may
only be granted by Liz Hood or Matthew James on behalf of
InSignLanguage, and any approved exception must be recorded in
the Client’s records.
The Client acknowledges that InSignLanguage collaborates with
employers and interpreters utilizing standardized planning and
processes, in compliance with professional standards including ISO
18841:2018 – Interpreting Services and the Access to Work programme
requirements.
InSignLanguage will likewise provide its services in accordance with
these standards and requirements, ensuring fairness, compliance,
and protection for all stakeholders.
Both parties agree that this mutual commitment is essential for
achieving the objectives of this arrangement, fostering consistent
support and creating opportunities for Deaf individuals, interpreters,
and the Client’s own career development.

Payment Terms

These Terms and Conditions govern the use of all services provided
by InSignLanguage, ensuring clarity, fairness, and quality in the
support we deliver.
By signing this agreement, agree to submit your Access to Work
Support Worker claims with InSignLanguage Ltd and commit to use
the company's services for the duration of the grant.
1. Eligibility
Our services are available to Deaf individuals eligible for funding
through the Access to Work program by the Department for Work
and Pensions (DWP). Private arrangements are also considered
upon agreement. Services must be booked and used for purposes
related to employment, job-seeking, or professional development.
2. Booking and Confirmation
All service requests must be made via our website, app, or by
contacting our team directly. Confirmation of services will be
provided upon receiving relevant information and, if applicable,
funding approval from the DWP.
3. Service Usage

  • Video Relay Service (VRS) is available during designated hours.
    Users are expected to access the service responsibly and only for
    professional communication needs.

  • Face-to-Face Interpreting (CSWs and TSLIs) must be booked at
    least two weeks in advance to ensure availability.

Cancellations or changes to bookings must be made with a
minimum of 48 hours’ notice to avoid charges.
4. Payment and Funding
Costs for services are covered by the Access to Work program. Any
additional costs not approved by Access to Work will be the
responsibility of the client. For private arrangements, invoices must
be settled according to the payment terms provided at the time of
booking.
It is the responsibility of the Deaf client to submit the monthly AtW
claims on a specified date to ensure consistent funding of the
service.
5. Cancellation Policy
Cancellations made within 7 days of the scheduled (Face-to-face)
service will incur the full charge. Changes to bookings are subject to
availability and must be communicated promptly.
Meetings cancelled between 8 and 15 days from the appointment
incur a 50% fee. Meetings cancelled 15 days or more before the
appointment do not incur a fee.
6. Data Protection and Confidentiality
InSignLanguage complies with the GDPR and ensures all personal
data is handled securely. Information shared during service delivery
will remain confidential and only used for the agreed purpose.

7. Service Limitations

  • Post-employment support is limited to assisting clients in
    regaining employment, such as job searches or re-employment
    processes.

  • Face-to-face interpreting services may require two interpreters for
    lengthy or complex assignments to ensure quality and interpreter
    well-being.

  • In the unfortunate event of circumstances such as illness resulting
    in job loss, InSignLanguage will evaluate your specific situation to
    determine the appropriate level of continued support.

8. Complaints and Feedback
Any concerns regarding our services should be directed to our team
at support@insignlanguage.co.uk. Complaints will be addressed
promptly to ensure customer satisfaction.
Video Relay Service (VRS) is available during designated hours.
Users are expected to access the service responsibly and only for
professional communication needs.
Face-to-Face Interpreting (CSWs and TSLIs) must be booked at
least two weeks in advance to ensure availability.
Post-employment support is limited to assisting clients in
regaining employment, such as job searches or re-employment
processes.
Face-to-face interpreting services may require two interpreters for
lengthy or complex assignments to ensure quality and interpreter
well-being.
In the unfortunate event of circumstances such as illness resulting
in job loss, InSignLanguage will evaluate your specific situation to
determine the appropriate level of continued support.
By using our services, you agree to these Terms and Conditions.
InSignLanguage is committed to providing high-quality support,
ensuring accessibility, and promoting equality in every aspect of our
work.​

Next Steps

What to expect

Here is what you can expect after signing this proposal:

  • Full access to InSignLanguage Services

  • Your AtW application is prepared

  • You gain access to VRS

  • You may book ongoing support with your Account Manager

  • Monthly claims begin

  • Support is reviewed and adjusted as needed throughout your
    grant

Maximising Your
Use of
InSignLanguage
Services

Booking & Confirmation
Bookings must be made through the InSignLanguage app, website, or
by contacting the team directly.
Services are confirmed once information is complete and AtW
funding (if applicable) is in place.
1 Actively Engage With Support

To get the most from your AtW grant, you are encouraged to:

  • Use interpreters and VRS frequently for workplace communication

  • Ask your Account Manager for help whenever you feel unsure

  • Request additional interpreting or translation if your role changes

  • Attend scheduled check‑ins and reviews

  • Notify us immediately if your job role, employer or hours change

2 Your Support Is Not Limited​

You may access a broad range of support, including:

  • Job searching and interview preparation

  • Translation of documents or policies

  • Regular communication support at work

  • Support with employer conversations

  • Guidance on workplace navigation, performance expectations,
    and adjustments

3 Why Engagement Matters
Active engagement:​

  • Protects your AtW grant

  • Strengthens your workplace participation

  • Increases confidence and independence

  • Improves job security and progression

  • Ensures you maximise the value of your funded support

Service Changes,
Interruptions &
Communication

InSign UK App & Website

InSignLanguage will:

  • Communicate any service interruptions promptly

  • Provide updates through the InSign UK App, email, and SMS in
    accessible formats (including BSL video where appropriate)

Limitation of
Liability

InSignLanguage is not liable for:

  • Delays caused by Access to Work processing

  • Employer decisions or workplace outcomes
    Client failure to comply with responsibilities set out in this
    Agreement

​Nothing in this Agreement limits liability for negligence or breaches of
statutory duty.​

Change in
Circumstance

A Change in Circumstance is any situation that may affect your
Access to Work funding, support plan, or the delivery of your
interpreting and communication services. This includes but is not
limited to:

  • Changes to your job role, duties, or working hours

  • Changes to your line manager or team structure

  • A change of workplace, location, or remote working pattern

  • A change in your employment status, including probation
    outcomes

  • Moving to a new employer

  • Extended sickness, leave, or absence

  • A change to your preferred communication method

  • Any circumstances that may require revised funding or support
    allocation

​​

You must notify InSignLanguage of such changes immediately, and
a consultation must be booked on the InSignLanguage VRS Booking
Platform to review the impact on your support plan.
InSignLanguage will:​

  • Assess your new support needs

  • Update your interpreting and support‑worker plan

  • Advise you on whether an Access to Work review or amendment is required

  • Provide employer guidance where appropriate

Failure to notify us of a Change in Circumstance may result in:

  • Delays to your monthly claims

  • Pausing of support until the situation is reviewed

  • Access to Work requiring you to resubmit or update your claim

  • Incorrect allocation or loss of funded support through no fault of

      InSignLanguage

Variation of
Agreement

Any changes to the support you receive under this Agreement —
including the level of interpreting, VRS usage, translation,
employment support, or AtW‑related activity — must go through a
formal Variation process.
A Variation may be required when:

  • Your AtW grant amount changes

  • You require additional support (e.g., more VRS minutes or more
    interpreting hours)

  • Your job responsibilities expand or shift

  • You move into a new team or department

  • Your employer requests changes to the way support is delivered

  • Your communication needs evolve

  • A new workplace adjustment is put in place

​​

1 Booking Requirement
All Variation discussions must be initiated through a consultation
booked on the InSignLanguage VRS Booking Platform.
This ensures:

  • A documented, auditable review

  • ISO‑aligned decision‑making

  • Support continuity

  • Accurate AtW evidence and compliance

2 What InSignLanguage Will Do
During the Variation consultation, we will:​

  • Review your needs in detail

  • Identify risks or gaps in communication support

  • Advise whether an AtW amendment is needed

  • Update your support plan

  • Notify you and your employer (where appropriate) of changes

  • Record the Variation for audit and quality assurance purposes

3 Effect of Variations
A Variation is only valid once:​

  • The consultation has been completed

  • Changes are confirmed in writing

  • Access to Work approval (if required) has been granted

​Until approval is received, your existing Agreement remains in full
effect.​

Termination of
Agreement

Termination by the Client (Minimum Notice Requirement)


If the Client chooses to end this Agreement—including when they
obtain employment independently, without involvement from
InSignLanguage—the Client must provide InSignLanguage with a
minimum written notice period of six (6) months, or until the end of
the current Access to Work grant period, whichever is sooner.


This notice is to be provided in writing to
finance@insignlanguage.co.uk


This notice period:

  • Ensures continuity of service delivery and support

  • Allows InSignLanguage to recover operational, staffing, and
    administrative costs associated with the Client’s programme

  • Reflects reasonable commercial practice while not restricting the Client’s ultimate right to use their Access to Work award

​​

Early Termination Without Notice
If the Client seeks to terminate the Agreement immediately, or with
less than the required notice, the Client agrees to pay an early
termination charge equal to:

  • The value of six (6) months of service charges or

  • The remaining value of the Access to Work period (if shorter)

​​

This charge is not a penalty. It represents a genuine pre‑estimate of
loss, covering:

  • Allocated interpreter resources

  • Administrative work already completed

  • Service planning and compliance work tied to the Client's AtW
    grant

  • Operational costs incurred in maintaining continuity of support

​​

Termination by InSignLanguage
InSignLanguage may terminate this Agreement with immediate
effect if the Client:

  • Breaches the Exclusive Commitment Clause

  • Submits fraudulent or inaccurate information

  • Fails repeatedly to cooperate with service delivery

  • Creates safeguarding, safety, or compliance concerns

  • Violates Access to Work obligations in a way that jeopardises
    funding or InSignLanguage’s ability to deliver services

​​

Effect of Termination
Upon termination:

  • All AtW claims must be closed, submitted, or transferred
    appropriately

  • Access to InSignLanguage systems, apps, and support channels
    will end

  • Any outstanding payments or early termination charges must be
    settled within 30 days

  • InSignLanguage will provide, upon request, a summary record of services delivered for the Client’s AtW history

Both parties agree to:

  • Attempt to resolve concerns informally first

  • Follow a clear escalation pathway:

Client Services Manager
Operations Director
CIO
CEO (final internal stage)

​

​If unresolved, disputes shall be governed by the laws of England and
Wales.

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