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.
    · 11 months ago
    Tried calling at 11am. I Was asked via the automated system a number of questions, which I answered. Put through waiting for someone to answer. The automated system kept apologising in between the music for the delay. 45 minutes later, I gave up and, hung up and had my lunch. 

    At 2pm I tried again, the same questions asked and I was put through for someone to answer. Again the automated system kept apologising in between the music for the delay.  One hour later I gave up again and hung up. I am sure this stem is there just to put people off, especially as I was threatened with having my PIP payments stopped if I did not fill in my PIP Review form, which had not changed apart from my ability to walk, within a certain date. This I did in May. It is now December and I am still waiting for the DWP to respond in full, not just the odd text to say they have my form and it is under review. My Blue Badge is due to expire in March, but I don't hold out any hope that they will make any decision before then. Maybe  there should be some sort of compensation paid out by the DWP for the distress I am experiencing. I know, sack the minister responsible with his £6000+ a year pay rise!!
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    54 minutes to get through. Two minutes to change my bank details.
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    55 minute wait and I get cut off. I'm currently waiting again. All I want to tell them I haven't received my review form . This music is doing my head 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    This is ridiculous 😒 I am 1.5 h on the line and still nothing.  All the time the same music makes me sleep 💤 😴 😪 What's going on  ?!
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    Annoying I can't get through I have not received my Christmas bonus of £10 not alot but would at least buy bread and milk 35minuets still waiting ridiculous music driving me insane I've been trying since the beginning of December 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    28the December attempted 3 separate calls to the PIP helpline each time on hold for over an hour with no answer. On one occasion the line was cut off after 1hr 6mins. Infuriating 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I am trying to caled as I am overseas and I will need more time to fill the form to claim my PIP. The line is closed. 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I called PIP to get an extension because the deadline is tomorrow but I only just got the form. 
    I get to the bit where "if you want it in English press 1" I press one and it just hangs up.
    So exactly how am I going to contact them? Is there email address available? 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I was on hold for over an hour, got through and was immediately hung up on. This is so frustrating. It's not nice to spend the whole time their phone lines are open trying to get through just to be consistently hung up on. This is my third day doing exactly that and their lines close in the time it'll take for them to pick up (or hang up) on me again. We're people who have disabilities and difficulties - it takes a lot of our energy to even get through on a call. 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I phoned PIP today and didn't get to speak to a human before the automatedI voice told me to hang up. Not impressed at all


  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I have been waiting on the phone call for so long and nothing, they have suddenly just stopped my PIP even though I had called up 2 months ago and explained that I had sent my review form in, that music is so annoying
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    If I hear that bloody music again, I'm going to kill myself
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I’m at 1 hour 15 minutes and still waiting absolutely ridiculous 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I’m calling to try and start a new claim, I have a rare neurological condition, I’ve been on hold for over an hour, I struggle with phone calls and forms due to the nature of my disability and so am concerned I’ll never receive help. I’ve been on hold for just over an hour. 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    I rang to report a deterioration in my health. It took 58 minutes to get to speak to someone. He said he would send me out a new form to complete but that it might take 3 weeks to arrive because of Xmas post. In the next breath he said I would have 4 weeks to return the form! After pressing him to explain how I could do that if it would take 3weeks to get the form he agreed to give a 2 week extension. I then asked if they could email me the form - nope. Much discussion about that given it’s the 21st century and much stuff is now done electronically. Not the DWP however. They seem set up to dissuade claims from the off. 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    Third day in a row ... waiting 45+ mins each time before giving up.   The same inane 'music' on repeat sets me off after such a long time. I literally cannot stay on the line longer than that in one go! 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    Got a call on monday which i missed and they havent tried to contact me since, no info in what the phonecall would be about, this is my third day trying to get in touch with them. Spent 40 mins on hold each time and gave up. Currently on the 35 minute mark today
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    Wednesday at 1.30pm
    I phoned pip and was on the line for 52 minutes when I was cut off. Really disappointed as I have moderately-severe hearing loss and nervous about phoning them. I'm now on second phone call,  20 minutes in so far. If I can't get through I will contact my local social work department and see if they can help. 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    1 hour waiting and still nothing! Shocking! 
  • Thank you for your comment. Comments are moderated before being published.
    · 11 months ago
    Been trying to call them to chase up on a change. Was on hold for 30 minutes yesterday, then the line disconnected. Tried again today, filled out the DOB, phone number, etc went back on hold for 25 minutes before the line disconnected again. 
    How else can we get through to them if they keep hanging up please? 

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