Claimants are waiting over half an hour, on average, for PIP and DLA helpline calls to be answered, DWP minister Tom Pursglove admitted in a written parliamentary answer last week. But the minister now needs to come clean about how many callers never get an answer at all, because they are deliberately disconnected using a practice the department refers to as ‘call-blocking’.

Labour MP Beth Winter asked about waiting times for calls last month.

The response from the minister for disabled people was that the average waiting times for the PIP, DLA and AA telephone enquiry lines for the month of March 2023 were:

PIP - 37 minutes

DLA - 33.5 minutes

DLA65+ - 6 minutes

AA – 2 minutes

Clearly average waiting times of over half an hour for PIP and DLA are absolutely unacceptable, although many people who contact us have waited much longer without getting an answer at all.

But Pursglove’s response hides much more than it reveals. Because we also need to know about the number and proportion of calls that don’t get answered.

This would include claimants who hang up after waiting often for an hour or more.

And, crucially, it would include callers who are being deliberately and repeatedly cut-off by the DWP.

Back in March of this year a parliamentary question was asked about waiting times for the DWP Future Pension Centre. Call volumes had increased ten-fold as people tried to check their national insurance contribution record before a deadline.

The answer revealed that in March 443,000 calls out of a total of 517,00 had been blocked by the DWP - almost nine in ten callers. The practice is known by the DWP as ‘call-blocking’ and means that the DWP does not allow the call to enter the call waiting queue because there are too many people in it already. Instead, the line simply gets cut-off.

This sounds very similar to what has been happening to many callers to the PIP helpline, who report being repeatedly cut-off:

“Received PiP review form but my partner who it relates to is unwell in bed for last 3 days. Time scale for return quite short. Rang to get extension today. Keep getting cut off. Must have tried 10 times.”

 “Been trying for Weeks to get through to change bank account details and it cuts off as soon as you go through all the automated talk. Three weeks ago got through the talk on the 'make a new claim' section only to hold for an hour and a half. I gave up without speaking to someone.”

 “Ridiculous wait times, been trying to phone for 4 days now and each time it either cuts me off during asking for my details, or there is an hour 30 wait time and it cuts off. Only need to ask for an extension to my date as the forms only just arrived giving me 7 working days to reply back. I can't even get an appointment with CAB in the next 2 weeks, let alone my doctors to request supporting documentation and they give 7 working days?”

 In his written answer, the minister’s explanation for the long waiting times was:

“We are currently experiencing higher than forecast call volumes to the PIP and DLA telephony enquiry lines. We have recruited additional staff onto our telephony teams and have on-going recruitment to further increase resources.”

But, without knowing how many staff are being recruited and how many staff are already in post it is impossible to tell whether the extra staff are likely to make any real difference.

So, it’s good news that MPs have begun raising the issue of DWP call handling with ministers, but there are a lot more questions that need to be asked.

Benefits and Work members might want to consider asking their MP if they would be willing to ask one of them.

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  • Thank you for your comment. Comments are moderated before being published.
    · 29 days ago
    I had a telephone appointment today at 3pm for a new esa claim. The text appointment said allow an extra 10minutes(its a reschedule from last Wednesdays 3:30pm appointment,  I was informed was cancelled at 9:30am Wed morning via voicemail). I waited an extra 1hour 10mins past today's appointment to 16:10hrs.Wouldn't you know it, 5mins into being in the queue to speak to an advisor at 16:15hrs, I get a text telling me I've missed a call from the DWP. So, I have voicemail waiting for me once I get through to someone completely different. Here I am 1hour later at 17:15hrs still waiting to "speak to an agent" 
    Does the DWP think folk don't have other appointments they may HAVE TO attend. Apparently, if I don't "attend" I could have benefits stopped. Ones I don't even know if I'm even going to be getting! Last week, 2 letters dates 10/10 &11/10 telling me I had to have health certificates in by 8th SEPTEMBER! That took me 1hr 15mins to speak to someone!
  • Thank you for your comment. Comments are moderated before being published.
    · 29 days ago
    Today I have been cut off twice once whilst talking at a handler and the second time whilst in the queue 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    I'm currently at 4hrs over the last 2days on 0800 169 0310 
    Disgusting+Disgraceful 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    What time do they stop answering the phones. Been on hold for 1hour 34mins and not sure if I’m wasting my time as it is now 16:52
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    On call queue to ESA for 45 minutes currently

  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    1 hour 10 mins at the moment. Why do I pay taxes?
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    Googled this whilst on hold to try to arrange a Job Centre appointment (as I actually have a job interview at the time they have given me) to see how long to wait on hold for. I’m nearly at 30 mins but by the sounds of it could be here a lot longer and then it’s likely I’ll get cut off. This is appalling!
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    One hour 30 at the moment 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    first call was 47 mins before answering then agent just kept saying I have to terminate call, then gone. 2nd attempt now currently on hold for 1hr 35 mins and counting. giving up now 1hr 40mins
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    Ive Called couple of times today on hold for around 40 minutes each time then soon as it goes through to someone it cuts off 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    I've called 8 /9 times now Keep getting cut off I need to get an extension on my form This is ridiculous How can they treat us like this and if I lose my benefits because I can't get through they keep cutting me off then what am I supposed to do I'm going to get my friend to video the whole thing and I'll take it to court but I couldn't get through cuz I keep getting cut off we'll see if they can keep pulling this crap! I'm not allowing it it will be videoed and I'll take it to court the whole process of being cut off time after time it's infuriating and it's certainly not fair!
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    56.08 on hold :/
  • Thank you for your comment. Comments are moderated before being published.
    · 4 months ago
    I'm up to 44 mins and not got cut off yet. I don't think anyone is there.
  • Thank you for your comment. Comments are moderated before being published.
    · 4 months ago
    Need to get through to change appointment at job centre as I am moving house the day they have assigned the meeting , been trying to get through for 3 days to change it but no luck - currently waiting 1 hour 26 mins
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    Absolute lies! 
    I have called the DWP at least 10 times. They will keep you waiting online for an hour, then cut you off. They are not recruiting additional staff as my wife has been looking for jobs but there aren't any vacancies on the DWP website. 
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    im on my 3rd attempt to contact them of the day. My first call I was on hold for 44 minutes then disconnected. My 2nd attempt was 36 minutes then disconnected. I'm now in call number 3 which has been for 15 minutes so far.  

    the irony is Im actually trying to end my claim....
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    I have been trying 3 days almost continually to get through to just change my address. I could be dead before i get through!!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    On hold 1/2 hour to DLA answers and they can't hear me so cut me off.
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    They are not going to be moving people from PIP to UC. It is those people on income-related ESA. 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Will the new rules moving people from pip to uc apply  to 69 year olds?

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