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.
    · 1 years ago
    I made 3 attempts to call in the afternoon (Thursday). First waited 21 minutes and cut out. 2nd 25 minutes and cut out. 3rd attempt got throughout after 25 minutes but call cut out during conversation (which was 5pm on the dot). No call back and couldn’t call back.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Beth Same happened to me just now and caller sounded friendly than immediately cut me off while I was talking and I couldn't call back to any benefit number especially my local job center. Any update?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I was on hold for over 40 minutes today, just after 2pm on a Wednesday. I did get to speak to an agent who asked security questions, and had to provide the national insurance number which since I couldn’t find the letter was available on the claimant’s bank statement from when the PIP goes in. We asked for a letter of entitlement and was told it would get done today but can take 10 days to arrive.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I receive a call today from this number 08001214433 they asked me security questions ie middle names, address, d.o.b  and what other benefits I'm on that's it and then said my decision letter will be in mail shortly. Any reason why I receive this call ?..
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Terrible to get through. When you get through told to ring back the next day 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called pip just as I got through to someone they cut the call before I could even talk after waiting 45 mins I rang back and after over an hour I got through but ended up being a pointless call
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Omg !!!what a nightmare calling the helpline all I need is an updated statement of entitlement . Can’t renew blue badge without it grrrrrrrrr.twice cut off  after 45 mins each call. Gave up will try tomorrow morning……….
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rare good news - called 9am on Thursday and got straight through. Of course it was to hear that they never received the form that I have proof of delivery of but...!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I was on the phone 59 min before they answered this number on Friday 6 oct. Every time its min 45min wait. Friday the phone went dead with crackling dodgy line sound. I have had my motability removed based on over the phone assessment. I recorded the call thankfully. Either the asessor or the decision maker left out specifics about my health symtoms and particularly my mental health. Ignored the medical evidence provided in the application it self so they could ''review' my case even though no change of health or circumstances..They literally did this so they could decide which descriptors I 'fit'..based on innacurate information! So I now have no mobility car to get me to  hospital appointment that are due in nov. And I thought the law states menatl health issues must be taken into accound the same as my physical health issues.. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been calling since 3pm, it's now 4.30pm, had 4 calls ended after being on hold. Do I continue to hold or give up all hope and ho away and quietly die like they'd  like us to?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I got through first thing on a Monday morning after only 20 mins waiting only to be told the computers had gone down! I was told to ring back later, which I did and waited 30 mins before being cut off, then called again and waited 35 before the same thing happened. Rang the next day and got up to 40 mins before they cut the line again. Terrible, terrible service.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Utter shambles. All I need is an up to date entitlement letter for a bus card.  Why this sort of thing is not available online is beyond me.  Called at the 'quieter' times and still waited 52 minutes.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My PIP call took 50 minutes to be answered.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have rang 7 times now and put on hold every time for half hour, when I give up and pull my hair out, I’m nearly BALD ,
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    just been cut off 3 times in a row
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    just got cut off twice now ringing for the third time.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I had my PiP renewal come through in January 2023 and it was sent back to them  in January, I have yet to here back about my claim renewal. My original award was for 6 years with high rates for both mobility and care due to bad rheumatoid Arthritis as well as a crumbling hip. I have been on PiP and previously DLA for 15 years when my award was for life, but it changed when they went over to PiP. I am heading for 9 months without and decision with my previous award due to end in November together with my Blue Badge entitlement, I really don’t know what to do next, it’s all very worrying. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Marie Yes Marie, I suffer from diagnosed anxiety & have had support previously to contact PIP by phone & help with correspondence. I am also actually scared & frightened to phone by myself as I get very overwhelmed and upset/tearful etc. So not good at all. My review was received & sent back in April 2022, yes that is right 2022 not 2023. I have now been given a date of 22nd November 2023 when they will "look" at my claim by that date. My support worker only has 1 hour slots to support people & we have not managed to get through to PIP when we were on a support appointment. My support worker had to get through to PIP when I was not there i.e when she got back to office. However I was informed it took her 5 times to get through over the period of 4 days only to be told the date of 22 November 2023. My PIP was actually totally stopped in June 2023 without any notification  & I only actually found out via Motobility correspondence. As higher rate motobility had ceased being paid to them. I too have a mobility car  & disabled badge. Mobility were very helpful & they also tried to get through to PIP when they were called & came back after 45 minutes stating they had not been able to get through. However they were very supportive and have extended the lease until 24 November 2023 pending response from PIP. The big hurdle and huge worry every day on my mind is that I will need to contact PIP on 22 November 2023, if I do not receive anything from them regarding my PIP reinstatement. It all weighs very heavily each day & constantly checking post. I still do not understand why my PIP was stopped as I have ongoing conditions for last 10 years & actually have worsened. I fully sympathise with all the people regarding PIP contact & the immense fustration,upset & negative mental effects that is caused by this departments lack of a system to support accessible contact.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Jon G I'm in the same boat as you. Review sent in May still not heard, mine runs out soon. Some people have said to call but I'm too scared!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been calling pip all day today ..but no response..its now 4.20 and I have given up ..began 2 phone them at 12 00 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been calling for 2 hrs 25 minutes - still "we know you are waiting................."
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Pip payments for the next three years 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've tried contacting pip to chase a claim for 4 months now calling at different times and days of the week regularly being on hold for over an hr and either the call gets rejected automatically or someone answered and hung up!! People claiming pip are the most in need often who struggle and this is the worst to try and contacting regularly leaving clients waiting months with no contact also its awful!!!

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