Many Benefits and Work readers know only too well the misery of spending day after day trying to get through to the DWP on the phone without success. 

There’s more than enough evidence of this in the hundreds of comments below our articles on the subject:

Which DWP number are you struggling to get through on?

0800 121 4433 PIP Enquiry Line

Earlier this month, one of our members contacted us in despair at her inability to communicate with the DWP . 

Jane, (not her real name) a full-time carer had moved house and had tried for three solid months to phone the PIP enquiry line in order to inform them of their change of address.  As she put it, this was something DWP letters told them they must not fail to do ‘on pain of imprisonment’.

Jane made numerous attempts to get through on different days and at different times but without success.  She kept a record of all these attempts. She then sent a registered letter but received no response.

Jane was very concerned not only that she might be accused of failing to declare a change of circumstances, but also that any DWP mail sent to her old address would not be forwarded and their claim might be stopped.

We suggested to Jane that she contact her MP, pointing out just how unfair and distressing such treatment is and would they please contact the DWP themselves as Jane was unable to.

We are quite certain that MPs have their own hotline for the DWP and we know that contacts from MPs are generally treated seriously by the department.

Jane’s MP’s constituency office responded the same day, issuing her with a case number.

A week later, we got an email from Jane saying:

“I’m in shock ! The DWP complaints team have just got back to me and it’s all sorted now. I can’t tell you what a relief that is. I know there’s millions of people struggling with the system at the moment so I really appreciate this, and thank you for the suggestion. Good luck with your work, it’s so necessary.”

It really shouldn’t be so difficult to contact the DWP, especially when you there is a legal requirement for you to do so.

So, we’re suggesting that members consider following Jane’s example.  Keep records of your attempts to contact the DWP and, after you’ve made reasonable attempts to do so, ask your MP’s office to do it for you.

We know that most constituency offices are very busy places and that they deal with a  vast range of problems on behalf of people who are often close to despair.

But we think that the growing impossibility of contacting the DWP not only causes enormous stress and fear, but almost certainly leads to some people losing their benefits and possibly being threatened with legal action.

It’s not an issue that is the subject of campaigns by national charities and the DWP can no doubt produce highly dubious statistics showing how quickly most calls are answered.

So, it really is time that MPs were made aware of how big a problem this has become and that they need to do something about it.

So, if you can’t get through to the DWP, instead of it just being your problem, share it with your MP.

You can find out who your MP is here.

You can then either contact them via the form on the website or Google them to find their constituency office.

We know not all MPs offices will be helpful, so we’d really like to hear from you if you try, or have tried in the past, to get support from your MP in relation to benefits.

Let us know in the comments below.

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying everyday since mid February to phone PIP line. I have never got through to actually speaking to a human.  The longest I have waited is an hour, I have waited, been cut off, automated voice tells me to press buttons and line goes dead! It’s an absolute joke.  I phone at different times of the day and it’s always the same.  I am living in fear of facing charges of fraud as I can’t inform them that I have a change of circumstances.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Day two of trying to get through, have already waited 30 mins today, on top of the 45 mins I waited yesterday before I was forced to give up as to not miss my train. My Mandatory Reconsideration Request was delayed in the post and as a result was delivered a day after the Sunday deadline. I just want to speak to someone to make sure it will be considered. The lies in my decision letter from DWP sent me into a downwards spiral and I got a really bad virus, I was only able to even think about the soul destroying process of writing the response last week :(
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    over two hours and cut off once still cannot get a reply 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Who do you contact if your payment has not gone in to hour bank on the day its supposed too? Phoned the line several times for sevetal hours with no joy.  Has any9ne else not recieved their usuap payment this week? They are a absolute nightmare amd a massive trigger to my mental health as i kmagine they are too many others.
    Absolutely disgraceful to treat disabled people like this!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It took me from 9am until 10:50am to pass on info to the DWP in regards to my recent application for PIP. Nearly two hours for a call that only took them, the DWP, a matter of minutes to deal with. Furious, I requested to speak to a manager/team leader. I explained the issue and discussed what I'd found on this forum and asked to have my complaint escalated and that a higher-up manager should call me asap to discuss the disgusting expectation of the DWP making people wait HOURS for a phone call. I ask all of you to please do the same...everytime you call them...make a complaint. If everyone complains then, eventually, things will improve...good luck and take care
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Still on fone had to take fone to toilet with me jokers 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’ve spent the past 10 days trying to get through to pension credit change of circumstances line ( just held on for another hour) but to no avail - just the usual
    Music telling you to hold on ..I’ve averaged holding on for at least an hour every day - still can’t get through ..This is ridiculous ..I need to speak to someone urgently ..
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolute joke. Days of a dialling tone and then the call cutting off. Managed to get a real dial tone yesterday at 4pm, waied on hold for an hour. As soon as 5pm hit the lines we’re closed and call disconnected! Can’t be that busy if workers can end work at 5pm on the dot. 

    I sent my sons DLA form almost 3 weeks ago and have had no confirmation of receipt!!!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Vic I sent mine end of Feb they received it 3 Rd March and we are in August now and all I received is two text msg saying they looking at sons dla claim and I don't need to get in touch but I still did numerous times after waiting on each call 4 to 60 min it gets cut of disgusting 🤢🤢
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Sienna Send my sons 13 weeks ago, had no desicion or anything
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Sienna I sent ours recorded delivery, that was 3 months ago and they've not even acknowledged receipt. Like you I am just sitting with music and no answers. It's so frustrating isn't it. The whole system is broken.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to contact PIP by phone several times and the phone gets cut off after going through all the security questions, this in my opinion is obviously deliberate as all they want to do is take people off benefits, that is there hidden agenda, not so hidden !!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Awful trying to obtain simple information to renew blue badge which the council have been paid for and then decided PIP letter not adequate I wrote to them 31st March no response!!! Most frustrating experience ever trying daily upto 65 minutes holding on  no luck Time of day makes no difference 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My daughters MP is usless, he never answers or helps.
    She just can't get through to PIP, the phone constantly hangs up,
    shes had no money since January with no explanation on why.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It's ludicrous all these comments should go to prime minister in emails soon get fedup I sent my direct to guess what pip called me in 3 days strange that isn't it 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    We can't get through either my son hasn't heard anything for months! They recieved his renewal form 8 months ago as when we spoke to them january they said they had definitely got it. Now we are half way though may and again cant not get hold of them. It's goes so far then engaged then hang up! Haven't even managed to get to surcurity. I'm going to go c.a.b or local MP. Something isn't right. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    They answered within 55 minutes. Luckily I read previous comments so I kept hanging on until they answered. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried numerous times to contact them and have been met with them hanging up every time. I got through the automated security questions and then it hangs up on me. I'm autistic and struggle with using the phone, so I have to prepare myself to make the phone call. Being hung up on just causes more needless stress. I needed to ask for an extension to return a form, as they gave me 2 weeks, which is not long enough. They send their forms by 2nd class and only give a 2nd class envelope to return the forms but expect wvethtig to be done on record time. Each time I fill out a form, I write an accompanying letter stating how stressful urgent forms are; especially this one which wasn't due until next year. I know that nobody cares but I write them anyway because how dare they keep doing this to disabled and chronically I'll people. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Tash Exactly! Many of us using this system are neurodiverse and struggle with speaking to people on the phone or organising ourselves, they are making it so much worse and affecting our mental health.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Thanks for that advice, it is going be my next move. I'm so at my wits end,  with this nonsense... I had a successful appeal over 2 and half months ago, but cannot get any response from PIP, there was obviously some error and they duplicated my appeal, and I had a letter from the Tribunal to say the duplicate appeal had been 'struck out' as it was not necessary, as I had already had a successful appeal, I'm wondering whether they haven't read the letter properly and have just 'struck out' my appeal full stop! I don't know, but, I'm so tired of this, I just need some quality of life, which this was supposed to give me. Least I know it's not just me having trouble x
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying for several weeks to call on behalf of my son and experienced all the same issues as others here.   This morning was the last straw.  Took me four attempts to get through the automated options and security questions without being cut off for no good reason - 56 mins on hold I finally got to speak with someone who started going through more security questions - wanted to speak with my son who has learning difficulties and didn't understand some of the questions - the lovely lady told us we didn't pass security questions and immediately cut us off.   I am on my knees crying in frustration.    

    My son's PIP payments have not been paid for three months - no warning or explanation.   His assessment is "under Review" by independent assessment organisation whose service is also appalling.   We've had two failed attempts to get through the review on the phone (their incompetency not mine).       I was told that whilst under review payments should continue.  Anyone on here know anything I don't.

    P.S.  I am now off to source my local MP to beg for help.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Only joking I wish
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Be patient took me 1h 15min I done a salad for wife's t went on treadmill had shower keep busy.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Omg been trying to get hold of dla for most of the day. 1st time I called was on hold for over an hour. Had to hang up because my autisc son was calling me. Called back then Waited 40 mins again had to hang up as my daughter who the form is for was calling. All I want to no is can I change the date on the form I just filled out as I just realised it was due back last month not this month. But it took me over an hour or so to fill it out. 

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