Tell our readers what happened when you called the PIP Enquiry Line on 0800 121 4433.

Please use the comments section below to keep other readers updated on what kind of service is being provided right now and what they can expect when they call.

We’d like to know:

  • Which day, and what time of day, did you call?
  • How long did you wait for an answer, if you got one at all?
  • If you got an answer, was it from a human or was it an Artificial Intelligence chatbot?
  • Did your issue get resolved properly?

Why we are asking about the PIP Enquiry Line

Call waiting times on the vast majority of DWP phone lines have been terrible for a very long time.

In February 2002, the DWP told claimants that they ‘should not be concerned if they hear a “human like” voice when they contact us’ because the DWP are introducing ‘Conversational Platform’ software to answer some phone queries.

Here at Benefits and Work we’re concerned that the introduction of computer software may lead to a worse service, whilst allowing the DWP to claim that calls are now being answered much more quickly.

One risk is that chatbots will answer your call to the PIP Enquiry Line quickly, but will be able to respond only to the simplest queries.

If your call is in any way complex you may talk to a chatbot and then be put on hold endlessly whilst waiting to speak to a real person.

What readers have told us about calling 0800 121 4433

We asked readers to tell us about their experience of calling DWP helplines.  We wanted to know which one was providing the worst service, so we could look at that one first.

Whilst the Universal Credit Helpline and the Jobcentre Plus for ESA change of circumstances line were both appalling, the PIP Enquiry Line on 0800 121 4433 seemed to attract the most negative comments.

People told us things like:

“I’ve found the PIP enquiry line has to be the worst one for me. Most recent call approximately 58 mins to be answered. Good job I had time on my hands!!”

 “Over the course of about 4 days I spent nearly 10 hours waiting to get through to PIP, eventually after hour and half got answered, then had to ring again 2 weeks later and waited 45 minutes.”

 “I had to make five attempts in one day to give details for pip.  Each time I was cut off before finishing. On one occasion the phone was answered and automatically hung up. I managed to complete it after just over two hours.”

 “PIP - got through eventually, on hold for almost half an hour, then told someone would ring back, 3 weeks later, no one phoned back, and now I'm struggling to get through, and when I do what is said does not make any sense.”

 “55 minutes to the PIP helpline - on every occasion and without exception. And only to seek extensions for my clients for the return of renewal forms.”

How you can help

By telling us, and other claimants, about your call in the comments section you can help us expose any lies the DWP may try to tell about an improved telephone service. 

You can also make sure that other claimants know the sort of things that can go wrong and give them a better chance to prepare for them.

Remember, we only want to know about calls to the PIP Enquiry Line on 0800 121 4433, though we may start pages for other numbers if this one is used regularly.

Those questions again:

  • Which day, and what time of day, did you call?
  • How long did you wait for an answer, if you got one at all?
  • If you got an answer, was it from a human or was it an Artificial Intelligence chatbot?
  • Did your issue get resolved properly?

Tell the work and pensions committee

From today, 26 April 2023, we're also asking claimants who are struggling to get through on the phone to email the House of Commons work and pensions committee and tell them about your experience. 

The committee can put pressure on the DWP to either improve the phone system or make changes until they can, such as not enforcing deadlines for returning forms or for letting them know about changes of circumstances.

You can read more about this idea here or just email the committee at this address:

This email address is being protected from spambots. You need JavaScript enabled to view it.

What to do if you can't get through

Some of our members have successfully got their MP's office involved when they have been unable to contact the DWP themselves. If you do try this, please let us know how it goes by leaving a comment.  There's more details here.

Almost half a million PIP helpline calls deliberately disconnected in April 2023

Almost half a million callers to the PIP helpline in the month of April were deliberately disconnected by the DWP before they could even wait in a queue, a freedom of information request by Benefits and Work has revealed.  The proportion of calls cut-off before entering the queue is now greater than the proportion who even get to wait for an hour or more before giving up or getting disconnected.  Read more.

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    Kirsty P · 7 hours ago
    I phoned the PIP *helpline a week ago.  It took an hour to get to speak to an annual human being and about ten minutes to do what I phoned up for.  
  • Thank you for your comment. Comments are moderated before being published.
    ravenmiss · 3 days ago
    I've tried ringing them every day this week, several times and have either been cut off during or after the options, cut off whilst on hold or been on hold until they close and it cuts me off. I need an extension of a review form but it's just going to have to go in late with a covering letter. They're an absolute JOKE. 
  • Thank you for your comment. Comments are moderated before being published.
    Alex · 3 days ago
    Called yesterday from 15:02 to 16:27 on 18.04 to get my assessors report. After choosing 1 1 2 call dropped 5 times, when it finally connected i was on hold for 1h45mins before an automated message came on saying they are experiencing a technical issue. At the time I did not know DWP close at 5 so was just on hold for an hour after they were shut. Why the phone lines don’t close I do not know, I assumed maybe they take in people already queueing or something. Tried again today at 16:00, call dropped after 30 mins. 
  • Thank you for your comment. Comments are moderated before being published.
    C · 3 days ago
    Didn't get called back within 48 hours as they promised. Called again today, hour on hold, got through to someone...then the call was ended. I still need to talk to them but it feels impossible to get through. It's having a negative impact on my mental health and it's exhausting having to essentially take a day off specifically to try and contact them.
  • Thank you for your comment. Comments are moderated before being published.
    Mike · 3 days ago
    45 minutes yesterday and no reply. 25 minutes today and the same so gave up.  It appears the lights are on but no-one at home, A rubbish service.
  • Thank you for your comment. Comments are moderated before being published.
    Julie shore · 3 days ago
    This morning fri 19th april at 08:45 i phoned PIP to find out what the progress of my review is,( my review has been going on for over a year). I called 08001214433, the calls automated voice spoke but after the voice stopped speaking , around 5 mins long, the call automatically ended, there were no options to be put through to a department . This call follows one i made yesterday at about 11am, the call automatically ended when i pressed the option number! This is very frustrating and causing me some distress. I just want to find out what is happening with my review !
  • Thank you for your comment. Comments are moderated before being published.
    WhyAmIAnonymous · 3 days ago
    I had to wait over an hour and half that’s too long for anyone to wait. People have medical conditions and it will worsen the anxiety too just waiting for so long. Not only that, but you can wait an hour and a half and someone picks up and hangs up on you or it disconnects itself or you don’t have anymore time to spare on the phone that you would need to hang up. The service is certainly broken and forcing people to get worse in their health conditions.
  • Thank you for your comment. Comments are moderated before being published.
    . · 4 days ago
    These people don’t care about anyone ! Been trying to get hold of them since mid February it’s not April whenever I try to call I’m just left hanging!!!
  • Thank you for your comment. Comments are moderated before being published.
    A Kernow · 4 days ago
    Tried twice today 18/4/24  once at 11am and once at 16:10. Just music and message.  Held on the line until the official close down at 17:00. 50 minutes! My young adult is due PIP for April and has not received it and it was due on Tuesday 14/4/24. My complaint is they tend to be far less patient with you then you have to be with them!
  • Thank you for your comment. Comments are moderated before being published.
    Rachel · 4 days ago
    I have now been trying for 4 days to get through to the enquiry line. I have two disabled sons. One form has taken 3 weeks to arrive and has given me 4 weeks from the date I ordered to get it back which is ridiculous and the other form has not come. I have in total tried around 16 times in between being a carer to get through. I either am in a queue and stay for as long as I can or it cuts me off. This is my 4th day and I’m on hold as I type this. Current wait is another 20 mins.. if I can’t get through, I will miss the date because I can’t get an extension and my other sons money will stop because I can’t even get the form! It’s an utter disgrace. Why is is 9-5 Monday to Friday? What kind of ‘call centre’ is that? Appalling.
  • Thank you for your comment. Comments are moderated before being published.
    Michael Murphy · 4 days ago
    Waited for 1hr 1min listening to the music and automated voice. 
    Music stopped and nothing for 1 minute then called got disconnected. 
  • Thank you for your comment. Comments are moderated before being published.
    Dominique Reid · 4 days ago
    Me too been weeks I've been calling them I need to change my bank details its very important I do and they are not answering the phone HELP
  • Thank you for your comment. Comments are moderated before being published.
    Vivienne Fox · 4 days ago
    Just sat listening for hours listening to music but no one answers!
  • Thank you for your comment. Comments are moderated before being published.
    Solsnge · 4 days ago
    Please answer is all I ask.
  • Thank you for your comment. Comments are moderated before being published.
    narindar kaur · 5 days ago
    phone not going through please help
  • Thank you for your comment. Comments are moderated before being published.
    Alex Nicolaou · 5 days ago
    Unable to get through, have tried calling many times just to be cut off every time, obviously they're trying to piss people off so you basically give up on the claim.
  • Thank you for your comment. Comments are moderated before being published.
    Katie · 5 days ago
    I've given up!!!!
  • Thank you for your comment. Comments are moderated before being published.
    Chrystal Parry · 5 days ago
    Tried several days in a row at different times and can not get through now my claim will be stopped before it’s even started due to them not answering. Been on hold over and hour each time 
  • Thank you for your comment. Comments are moderated before being published.
    T gill · 5 days ago
    Very time I ring to appeal your decision the phone is not working and say try another way to contact you hell, how as no email 
  • Thank you for your comment. Comments are moderated before being published.
    Robert Martin · 5 days ago
    Impossible to speak to anyone. No matter how long you hold, you still get cut off. Absolutely disgusting.

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