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.
    · 6 hours ago
    45mons today on hold and still waiting. All I need to do is extend my time for forms to be returned as I still haven't received them 2 months on.. 
    • Thank you for your comment. Comments are moderated before being published.
      · 5 hours ago
      @Ross
      Yesterday 1 Hour and they disconnected 
      Tried again took another hour and fifteen minutes. So all in all over 2 hours 
  • Thank you for your comment. Comments are moderated before being published.
    · 8 hours ago
    I needed to update my claim details after an mri scan.waited 47 mins then got cut off very frustrating,a bloody joke.
  • Thank you for your comment. Comments are moderated before being published.
    · 12 hours ago
    Hello, I had been trying g to get to talk to someone most days for 2 weeks to report. Changes in my situation with treatments ,when I finally got to speak to someone they said to leave it till my review he wasn't really interested,  i thought we had to let pip know of any changes and if I leave it till my review it could be ages and they might say why didn't you let us know,so don't know what to do now can anyone advise me on this ,thanks.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    I've been trying for weeks from November and still can't get through! I was on hold for 3 hrs today but can't get through! I wanted a change in circumstances form but you can't get it on email! Getting through is like trying to get an nhs dentist!
  • Thank you for your comment. Comments are moderated before being published.
    · 4 days ago
    It is Friday afternoon, all I want is to get extension of PIP form for a client. Waited an hour for reply, then debateable if agent would agree to extension, but eventually did!!! Cannot believe this, this is not a service!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 5 days ago
    I’ve been calling since last week Friday still unable to get through, been cut off few times after holding on for 45 minutes, absolutely ridiculous all need to do is extend my application! 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 days ago
    I’ve been calling since last week still can’t  get through, 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 days ago
    Called at 10am and waited 30 minutes, 1st agent didn’t understand my enquiry so I was transferred to a really helpful agent. Also called on New Year’s Eve around 12pm and got through within 10 minutes. Feeling extremely lucky!
  • Thank you for your comment. Comments are moderated before being published.
    · 7 days ago
    Can’t get through lines are down being informed to call in a hour for updates 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 days ago
    I tried several times today, didn't even ring just cut right out.
  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    What a joke 40 mins only to be cut off without speaking to a single human. What a disgrace this service is and this is for people with a disability.
  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    Trying to call and been cut off after a long wait 3 x so far, 6/1/25 from 1pm
  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    Disgusting...I've been cut off over five times..waiting over an hour now..?
  • Thank you for your comment. Comments are moderated before being published.
    · 15 days ago
    Worst ever I've been put through 6 times just before it's completed I get cut off been holding on now 56 minutes 
  • Thank you for your comment. Comments are moderated before being published.
    · 15 days ago
    Which day, and what time of day, did you call? Monday 30th December, late morning, on 3 occasions 
    How long did you wait for an answer, if you got one at all? I haven't spoken to anyone. The first two calls were disconnected within minutes, while the third was disconnected after I had been in the queue for more than 50 minutes.
    If you got an answer, was it from a human or was it an Artificial Intelligence chatbot? N/A
    Did your issue get resolved properly?
    No. I wanted to ask if I could have until the 2nd January to return my review form, as it wouldn't be possible to make the 1st January deadline due to it being a bank holiday. I shall have to try again tomorrow.
  • Thank you for your comment. Comments are moderated before being published.
    · 22 days ago
    Always 45min wait. As I was talking to the agent on a Friday afternoon, then at exactly 5pm during the call, cut off. So calling again on Monday another 45 min wait.
  • Thank you for your comment. Comments are moderated before being published.
    · 25 days ago
    Currently been waiting for half an hour. Need to get in touch as my circumstances have changed and i don't fancy getting a nice hefty fine! 
  • Thank you for your comment. Comments are moderated before being published.
    · 26 days ago
    Called at 0930 on Thursday 19th December, chose option one (English), then option one (checking status of new PIP claim), and my call was answered immediately. I was put through to a case worker and only had to wait about 30 seconds for him to answer. I’m still stunned by my luck.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I called today at 10.07am and after going through security and being on hold for 20 mins got cut off before speaking to anyone. Exactly the same at11am and just before noon. At wits end. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Pip is due today and it’s not come thru been on hold for over a hour

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