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 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?

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    Steven · 4 days ago
    I called on a Wednesday afternoon and was on hold for just under an hour, which is normal in my experience, just to ask for a replacement award letter. Once I was talking to a human the call itself took about 3 minutes. A lot of things like this could be done online, surely? My request was handled pleasantly and hopefully properly. The wait times are ridiculous, especially given that most callers will be in poor health, or very busy if acting as an agent for someone.
  • Thank you for your comment. Comments are moderated before being published.
    Maria · 5 days ago
    So far i have been on hold for over an hour ,someone did answer then just put me back in the queue.
    Angry is an understatement.
    Definitely need to hire more staff as the waiting time is ridiculous and you can not keep using Covid as an excuse it was just as bad before Covid .
  • Thank you for your comment. Comments are moderated before being published.
    Lorna · 11 days ago
    Ridiculous trying to get throught to talk about basic enquiries.   why not disconnect you sooner if they won't pick up after a reasonable time. Very frustrating
  • Thank you for your comment. Comments are moderated before being published.
    paul · 11 days ago
    tried t get few 6 times now, waiting in queue at least 40 minutes each time with annoying music
  • Thank you for your comment. Comments are moderated before being published.
    Lisa · 11 days ago
    I was in a queue for 45mins on a wednesday at 12 noon.  The phone then went onto people speaking but although I shouted hello a fair few times they put the phone down on me.  This was not a good experience for somebody with severe anxiety! Why have I bothered?
    • Thank you for your comment. Comments are moderated before being published.
      RJM · 11 days ago
      @Lisa Similar experience ongoing hold for an hour now.
  • Thank you for your comment. Comments are moderated before being published.
    Maggie · 11 days ago
    First attempt...55 mins before I gave up. Wrote a letter 10 days ago...no response. Trying again today. 30 mins so far . Its good to know people get through eventually. What on earth is going on in these offices ? 
  • Thank you for your comment. Comments are moderated before being published.
    Anna · 18 days ago
    Called Tuesday 15:23 and hung up after 45 minutes of annoying 
    music and the hold message. It’s now 14:27 Wednesday and I’ve been on hold for 35 minutes. I work full time but fortunately from home so I can carry on working whilst holding. I’m thinking it 
  • Thank you for your comment. Comments are moderated before being published.
    Anne Horn · 1 months ago
    Why why is it so very hard to get through to the DWP it's a total nightmare been trying for months n still trying to get through waiting g on line for hours just music n recording this is total ridiculous really not happy  
  • Thank you for your comment. Comments are moderated before being published.
    Jilliannie · 1 months ago
    55 minutes wait this morning with no answer . Currently on 59 minutes wait 😭 . Only need extension on filling in renewal form 
  • Thank you for your comment. Comments are moderated before being published.
    Tracy · 1 months ago
    Rang this afternoon and got through after an hour but the call I couldn't hear properly it was all robotic,person on other end cut the call  
  • Thank you for your comment. Comments are moderated before being published.
    gloria · 2 months ago
    called several times in several days to report change in circumstances (cancer) and waited 55 minutes and disconnected, called back waited 37 minutes and disconnected, waited 48 minutes and disconnected... this is only today...  They contribute to me feeling angry and slowing my recovery with such attitude.... 
  • Thank you for your comment. Comments are moderated before being published.
    Issy · 2 months ago
    Friday, 4.15pm, waited 1 hour and 7 minutes. Nice enough chap when finally did get answered, but couldn't help much just to say my award review claim still hasn't even been looked at - after almost 5 months.
  • Thank you for your comment. Comments are moderated before being published.
    Nicki · 2 months ago
    It would be great if they even answered the phone before cutting you off !! I've been trying all day and still not got through all I want is a new claimant pack for my inlaw parents, this is a disgrace . My inlaws are both pensioners and do not understand technology very well. 
  • Thank you for your comment. Comments are moderated before being published.
    Wynn · 2 months ago
    30/05 First of my now twice weekly attempts to find out why something a case manager pointed out wasn't right in January, still hasn't been handled. 35 minute wait. Heard voices, but noone on the line. Then line went dead.
  • Thank you for your comment. Comments are moderated before being published.
    Sandra · 2 months ago
    Tried several times for a good 40 mins or so last week and at a time not answer crazy .. 
  • Thank you for your comment. Comments are moderated before being published.
    Simon Christopher lomas · 2 months ago
    Outstandingly very politen very clear n spoke in layman's terms so I could understand fully thank you .
  • Thank you for your comment. Comments are moderated before being published.
    Pcee · 2 months ago
    I rang PIP enquiry line on 20th May and waited almost one full hour for an answer I only wanted to change my address there is no online facility to do this.( Why?).
    Also told no acknowledge ment letter will be sent about the change as they didn't do that 
    Terrible service.
  • Thank you for your comment. Comments are moderated before being published.
    Bibb · 2 months ago
    I've tried like many a person trying to get hold of the PIP office. After loosing the Will to Live for 3 days! I finally got hold of an advisor albeit ringing prompt at 9am.  So the golden rule is fingers on the button on your landline phone and/or mobile phone and which ever phone gets to this office this is your first hurdle. The next have you made a list of all the questions you need to ask?  Golden rule - Write everything down before making your call. Ask who you are speaking to, area in which they are based, telephone numbers. Ask them how they are going to evident that you spoke to them today. Make your own notes, time of your call and time you ended your call. Explain how long it has taken to get through, but Dont be rude to these people, its not the advisors fault, its they way the government has set this up to make you the weak one.  Remine polite and polished in your conversations with them. Remember Practise, Practise. That way you should be able to get the support and advice. Oh by the way, when sending in your revised PIP form do a covering and polite letter detailing your calls and what the advisor asked you to do etc.Keep a copy. If I can remember everything else will let you know. I would like help/advise also you know - 2 way street
  • Thank you for your comment. Comments are moderated before being published.
    Christina · 2 months ago
    I waited 1 hr and 10 mins after spending 10 mins being sent round and round in a loop from one telephone number to another  This was from a number from the Government website   Very confusing and stressful as my concentration is very poor   Having to wait so long was stressful too 
    once I was through to the PIP Claim dept the employee was very patient as I found it difficult to concentrate on all the legal jargon that had to be gone through!  It took about 20mins and was exhausted both mentally and physically afterwards because of the time in took to simply ask for a hard copy of the PIP application form 
    Overall Not a great experience and quite upsetting 
    Thank You 
  • Thank you for your comment. Comments are moderated before being published.
    Susan · 2 months ago
    I have been trying every day for 2weeks to phone ,they do not answer the phone ,I had to fill in a form to see if im still entitled to it ,4 months ago and still no reply, I need to change my car with mobility as I need a lower one as I'm getting worse, but I need to no for certain if I still get it ,but no joy I'm getting very anxious feeling ill with it all .

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