Extension letter. + Call wait time

I received letter from DWP extending my award for 9 months. Haven’t had a review letter yet but thanks for the heads up I will get my paperwork out and refresh on what I put on original application.
Also
I had to phone up to give a change of telephone number. I waited just over 1 hour for it to be answered.

Being new to the benefits system, I've had to make quite a few calls to DWP over the months since I first applied. I have never had a call answered within one hour, the longest being on hold was two hours and 37 minutes.

I cannot believe in this day and age all benefit communication cannot be done, as it is for UC apparently, via a journal - with exceptions for those who due to disability cannot manage technology.

If you're already fatigued and/or anxious waiting for hours to speak to someone can only be detrimental to your condition, no?