Waiting times for employment and support allowance (ESA) enquiries have rocketed over the last five years, and may actually be much worse than the DWP admits. We would like to hear from Benefits and Work readers about their experiences of trying to get through to the DWP on the phone.

In a written parliamentary answer this week, the government revealed that waiting times for an answer to an ESA enquiry had risen from an average of 1 minute 25 seconds in 2013-2014 to an average of 13 minutes and one second in 2017-2018.

However, the time does not include time spent having to listen to messages before being placed in a queue or the waiting times of callers who eventually gave up. The first of these would clearly increase the waiting times and the second may well have done.

No details were given of the percentage of callers who abandoned their attempts after a lengthy wait or how long that wait was.

In relation to PIP, the wait times over the same period have increased from 2 minutes and 5 seconds to 4 minutes and 11 seconds.

The figures didn’t cover the universal credit helpline.

We’d like to hear from readers about their experience of trying to get through to the DWP on the phone. Not just how long you had to wait but also whether you actually got an answer to your query when you finally got through or whether you were simply placed on hold or even cut off, as some people have reported.

You can read the full figures on the parliament website.

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  • Thank you for your comment. Comments are moderated before being published.
    Carl · 12 days ago
    Been trying to get through for 3 weeks now 3 hours on hols everyday is a joke 
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    Libby · 17 days ago
    Currently at 1 hour and almost 5 minutes 
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    L · 2 months ago
    Started phone call about 10am and was on hold for about 50 mins. The person I spoke to was unable to answer my query or transfer me to someone who could. 
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    H · 3 months ago
    Update: took an hour and ten minutes to get through to someone 
    2024
  • Thank you for your comment. Comments are moderated before being published.
    H · 3 months ago
    I have to wait well over an hour to get through, the wait is still absolutely horrendous, it’s an absolute joke and it’s not even that late in the day, I started this call at 11am because I haven’t been paid my esa
    2024
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    TERRI · 3 months ago
    1 HOUR AND 38 MINUTES SO FAR. OFFICE IS JUST ABOUT TO SHUT. TRY AGAIN TOMORROW.
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    daniel · 10 months ago
    1 hour 24 minutes so far , ttp most definately
  • Thank you for your comment. Comments are moderated before being published.
    Teresa · 1 years ago
    One hour and 20 minutes and still counting 
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    Kelly · 1 years ago
    3 back to back 30mins calls to be hung up on and currently on my 48 mins so in total...tooo long. Disgusting customer service 
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    John · 1 years ago
    50 minutes and counting
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    Mel · 1 years ago
    I'm currently on 1 hour, 51minutes and 16seconds. I think I've won. Lol
  • Thank you for your comment. Comments are moderated before being published.
    Jim · 1 years ago
    Have been trying to get through for over one  month, calls get to 59 minutes and I have to hang up or get charged, absolute disgrace . 
  • Thank you for your comment. Comments are moderated before being published.
    Vicki brierley · 1 years ago
    I’ve been on hold for 61 minutes just for an enquiry! It’s a joke! 
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    G wilkie · 1 years ago
    Livid 1 hour 12 mins still no blummin answer guve up in end call later.  They havnt paid me my esa today.
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    Linda · 1 years ago
    1 hour and 31 minutes yesterday to ESA 
    • Thank you for your comment. Comments are moderated before being published.
      Sez · 1 years ago
      @Linda Did you do what I did and Google wait times whilst on hold, in an effort to save your sanity?! 1 hr 35 and still waiting for ESA today. Getting stressed and need to go, but too committed to leave now... 
  • Thank you for your comment. Comments are moderated before being published.
    C.R · 1 years ago
    Currently been on phone to DWP  for my ESA query (payment not made to me today) for 1 hour 38 minutes, and still not spoken to anyone! 
  • Thank you for your comment. Comments are moderated before being published.
    H · 1 years ago
    I had an appointment with them at 9 o’clock this morning, it’s now 1 in the afternoon and I’m still waiting. This is via the online video link
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    Jackie · 1 years ago
    On hold now for 60 mins still no acknowledgement 😡
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    Hayley · 1 years ago
    FOR THOSE WONDERING ABOUT MISSED PAYMENTS:

    I have just spent an hour on hold ringing about my missed payment.  In my case, and possibly some of yours too, my account was on suspension because a declaration form was not signed.  I haven't received this and so asked for another one to be sent out to me.  If you have this, send it off asap. I hope this helps :-)
  • Thank you for your comment. Comments are moderated before being published.
    Sarah · 1 years ago
    1 hour 20 mins still not got through to esa I want to cry 
    • Thank you for your comment. Comments are moderated before being published.
      Sarah · 1 years ago
      @Sarah 2 hours and 14 mins and hopefully miss payment will be payed now but we'll have to wait and see. 

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