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
    Keep trying to get through but each time getting cut off. Only need new certificate of  entitlement. So frustrating 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been trying to call pip for days now.  I keep getting call ended before I even get to a queue.  



  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Can't get through 2 hours I even work for dwp
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I'm trying to get through to pip about A change of GP. Twice over 30 minutes still didn't get put through, so annoying 
    • Thank you for your comment. Comments are moderated before being published.
      · 7 months ago
      @Meena Hi Meena, it is a requirement to notify re change of GP or address. However, your eligibility to claim PIP will still continue. Your claim will only be reassessed at your next review.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Jean Beavers If you change GP or change address does this effect pip eligibility?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to call now, 10.30am Thursday 7th Sept. Cannot even get a connection on this number [call failed].
    Typically, when i make the call, I put the phone on speakerphone and go about my daily business until somebody picks up. I make sure I have at least an hour free to make the call and expect to wait that long. 
    My application has been ongoing since mid-May 2023.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Mm Contact your MP if he's labour if Tory MP chance. 
      Write ✍️ a letter stating it is impacting your mental well being.
      At the top write this is an official  stage II Complaint. AS I INTEND TO  CONTACT ICE.
      Please respond in writing only (large print). 

    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Jo I’ve been on mandatory reconsideration for 4 months now and nothing and I’ve sent all new updates and nobody answers to chase it up. It’s a joke!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called today 1st september waited for over 1 hour got cut off tried yesterday same thing
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried to call numerous time this week, each time giving up after an hour. I have been sat her for 31 minutes at present and am giving up the will to live. We needed to contact them by 31/08/23 but CANNOT get through, it is ridiculous.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang today at 16.21 I hanged up at 17.36 they kept me on the loop with we know you are waiting after their 17.00 closing time that is really bad because if my cater had not said look they are closed you need to hang up I would have sat the whole rest of my evening!
    I have now tried for 3 days constantly getting disconnected anything in between 48 to 55 minutes ! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Phoned today at 3.30, took 55 mins on hold but I eventually got a real person and after another 10 mins on the phone, my problem was resolved. I only wanted to know if they received my mandatory reconsideration request information 2 weeks ago. As I was actually on the phone to them today the text saying they had received it came through. What a coincidence!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called the line today August 29 at 12.30pm at was disconnected

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have called multiple times, always taken over 40 mins. I called 9 days ago and was told my claim was in a queue to be assigned to a decision maker and there was a huge backlog so just had to wait! 
    After reading lots of posts about people being refused and that decision maker usually goes with report I decided to call ( 5 days later) and ask for report so I could get prepared for MR. The call handler was lovely and said he was unsure why I was told it was in a backlog queue as was assigned to a decision maker 2 weeks ago and he was going to try and see what was happening. I was put on hold which was then answered by my decision makers manager who said she was unavailable but she will chase my claim as it had been a long time ( started 11 Jan) anyway after a little conversation and a bit of a breakdown she explained it wasn’t allowing her to issue me my medical Al report as my report had be chosen as part of their independence audit and maybe that was the cause of the delay but said “do you know what, I’m gonna pull your case and do it myself and get it done by Friday and you will get your letter by next Friday” she then called me back 3 hours later to say she was working on my claim and just needed to clarify a couple of things,  it’s obviously a bank holiday and I’ve heard nothing more as yet but was so lovely to speak to 2 kind Humans who actually seemed to want to help instead of the standard response of call medical provider or it’s in a queue and can’t give any idea of time etc. 
    fingers crossed for a letter this week and hopefully good news. It’s not about the money, my whole mobility has been effected by sepsis and I can’t get a blue badge or any house adaptions unless I receive mobility component so currently housebound ( confined to living room sleeping on sofa) until I get some adaptions so a friendly voice was so nice. Even if rejected at least I know and can move to the next step. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Major issues with the lines today 22nd August, 11am
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've spent over 4 hours calling today and been disconnected everytime.  Disconnected after calls of over 40 minutes waiting and over an hour waiting.  Ruined my day and my mental health while i try to appeal my pip cancellation, where they cancelled my pip saying i'm not on any anxiolitic medication when actually i'm on loads of anxiolitic medication and even though i'm on all this medication this experience of dealing with pip is making me extremely anxious and suicidal.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Oh dear oh dear tried twice in one day both time’s was dreadful and still not been able to say that I am moving because I gave up both time’s at 40 minutes, at this rate I shall just move and then go to Citizens Advice Bureau to see if they have a different number.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have they changed the options? I was sure you used to be able to phone and check when and how much you’d be paid but that didn’t seem to be an option this time and Google search isn’t coming up with any results 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @H When i call go though questions with a phone bot then it tells you when and how much your next payment is going to be didn't have to ask it just tells you 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Nikki L Didn’t work for myself either you answer two questions and puts your through to someone. I’ve tried it 8 times today. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @H Option 1, 2 then 6 and after security questions it will tell you 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to get through to PIP has given me a permanent and debilitating phobia of phone calls that has required therapy due to how the call handlers have treated me when I have finally gotten through.
    I am autistic and admittedly very sensitive but this is despicable treatment of disabled people and shows that the government does not care
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried several times to get through over course of this week. Took 10mins to get through all security questions with bot then hung on further half an hour without success. Just can't get through to let them know not received Review Form. Reading on here seems this takes ages as well! Not very good at all. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Anyone know the email for PIP when it goes to court, tried 3 times to write it down while on hold and still got it wrong!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After several failed attempts of contacting PIP for an update on my 2nd claim, I was in a queue waiting for an answer for 46 minutes. When answered, I was asked for my name and national insurance number, then was put on hold for a further 2 mins, then I was asked for name of bank. I asked them for an update on my claim which was started 2-3 months prior. I was told it is with the assessment provider (capita) for 3 weeks and that I should instead call them for an update and was provided with their number. Capita answered straight away and after giving my details, they booked my telephone assessment right there and then. As much bad reviews as I've seen about Capita, through word of mouth and online, they were really quite helpful today. Much more helpful than DWP has EVER been now or in the past. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After being on hold for 1hr 40mins I got an automated response advising they were having issues with their phone line and to try again later. As it was just gone 5.30pm I think later means tomorrow as the lines close at 5pm. 

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