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Frequently Asked Questions (FAQ) – Access to Work Taxi Support

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How does ERS Taxi Service work with Access to Work?

ERS Taxi Service provides coordinated taxi travel for clients funded through the UK Government’s Access to Work (AtW) scheme. We arrange journeys in line with your approved award, issue monthly invoices, and support you with the claims process.

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We are a VAT-registered, private taxi coordination service, operating in compliance with Access to Work rules.

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How does monthly invoicing work?

Invoices are issued on the last day of each calendar month and include:

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  • An itemised list of journeys taken

  • The total cost of travel

  • Any applicable customer contribution (CtC)

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You will receive clear instructions on how to submit the invoice via the Access to Work online portal.

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Who pays the invoice – me or Access to Work?

This depends on your Access to Work setup:

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  • The invoice is issued to you (the customer)

  • You submit the invoice to Access to Work via the online portal

  • Access to Work pays their approved portion

  • You are responsible for paying your customer contribution directly to ERS Taxi Service

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This structure is required under current Access to Work guidance.

What is a customer contribution (CtC) and why do I have to pay it?

A customer contribution (CtC) is the portion of travel costs that Access to Work requires you to pay, based on the cost of your usual method of commuting (e.g. public transport).

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This policy dates back to the 1990s and is set by Access to Work — not by ERS Taxi Service.

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If a customer contribution is stated in your award letter:

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  • It is your responsibility

  • It must be paid directly to the service provider

  • Access to Work deducts this amount from what they reimburse

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Does the Access to Work award include VAT?

Yes. Access to Work taxi awards are approved as a total figure including VAT.

As ERS Taxi Service is VAT registered, 20% VAT must be accounted for within the approved amount. This reduces the net fare available for each journey.

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Can I request Uber Comfort, Exec, or luxury vehicles?

Access to Work funding is designed to cover reasonable and necessary travel to work, not premium or luxury transport.

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While app-based estimates may sometimes suggest higher-tier vehicles appear affordable, these prices are not consistent or guaranteed. As a result:

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  • Premium tiers (e.g. Comfort, Exec, Lux) cannot be guaranteed

  • Vehicle allocation is based on your approved Access to Work funding

  • ERS Taxi Service cannot operate journeys at a loss

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Any upgrade outside standard provision would require explicit written approval from Access to Work.

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What standard of vehicles does ERS Taxi Service provide?

All journeys are arranged using vehicles that are:

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  • Fully licensed and insured

  • Roadworthy, clean, and professional

  • Suitable for regular work travel

  • Compliant with Access to Work funding limits

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Where appropriate and subject to availability, ERS in-house vehicles may also be used.

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Why do prices sometimes differ from what I see on taxi apps?

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Taxi app prices are:

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  • Dynamic and time-sensitive

  • Affected by demand, traffic, and availability

  • Not fixed or guaranteed

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Access to Work awards are based on average, sustainable costs, not real-time app pricing. ERS Taxi Service must quote and operate based on realistic, compliant pricing over time.

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What happens if my Access to Work award is too low?

If your award does not realistically cover your travel costs, ERS Taxi Service can:

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  • Provide supporting evidence

  • Help explain cost differences

  • Assist you in requesting a review or amendment

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However, we cannot operate journeys that are not financially viable.

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I’ve seen different information from Access to Work before  - why is it confusing?

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Access to Work guidance has changed over time, and different case managers have historically given inconsistent explanations.

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ERS Taxi Service follows the current written guidance and applies it consistently to protect clients and ensure compliance.

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Who can I contact if I need help?

If you have questions about your invoice, award, or claims process, please contact us at:

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contact@erstaxiservice.co.uk
0800 7 555 258

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DATA PROTECTION AND GDPR COMPLIANCE

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ERS Taxi Service Ltd is committed to protecting your personal data and ensuring your privacy. Any information shared with us is handled securely and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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We collect and process personal data strictly for advocacy purposes and do not share it with third parties without your explicit consent, except when required by law. For more details on how we handle your data.

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