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
    My son got cut off during his PIP assessment and has been unable to get it rescheduled since, as the file has been sent back to the DWP and the DWP doesn’t answer the phone. It was a very poor show by Capita, as the assessor was clearly out and about. As soon as my son asked for the call to be recorded, the line went dead. The assessor didn’t call back and my son’s attempts to reach her proved fruitless, as the switchboard were unable to get hold of her. Why return the file to the DWP rather than call back?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I opted out of the survey and was cut off twice, it feels like I was cut off because I opted out of the survey....twice!! What a joke, it's a good job the call handlers that cut me off weren't in my vacinity! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called the number yesterday at 15pm, after receiving a letter of my award, and waited 30 minutes before I cut the call and gave up. Today, near the end of 10am I've called the number 4 times, and whenever I get through to the correct channel, the voice says all the waiting for an agent dialogue, then it makes a busy line noise, then it immediately cuts off. The first time, it just cut off with no warning.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called the number to get through to speak to an agent about reconsidering my decision for me to receive PIP. I rung the first time, pressing all the correct options. Thought I was going to be put on hold in the queue, only for it to say "number busy" making an engaged dialing tone, then got cut off. Did all of this the second time, then got cut off again. Rung the third time, got put on hold in the queue for 45 minutes. Finally got through to someone. Then going through the descion letter took 40 minutes, which made me ending up being late for work, and of all days when we had a meeting with our new employer discussing about going over to a new contract. And yesterday was the only day I could ring PIP because I struggle to get up a certain time because of me being neurodivergent and having mental health issues. And sorting other stuff out in the week, going to important appointments etc. PIP really need to change this system and it would help alot more if they had an online chat. Also, does anyone know if PIP has an email address? Because I need to send one asking them what evidence I need to send them within the one month time period, because I completely forgot of what is needed to be sent to them. I'm better at understanding written instructions rather than verbal instructions. It also didn't help the fact that couldn't understand her fully and the phone line was bad.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang the PIP Helpline 0800 1214433 yesterday to amend my recent PIP claim form. Gave up after waiting 48 minutes listening to the 'on hold' music and the pre-recorded message saying "thank you for waiting, we know that you are waiting to speak to an agent and we will put you through as soon as we can"!! Called back today and after waiting 26 minutes finally got through to a person!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    if you report a new address to PIP does it affect your claim?
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @n look on the forum section on this website: benefitsandwork.co.uk
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang back after 2pm waited about 30 minutes for an answer. Lady was helpful, confirmed they had received my form (Oct 2022) and it’s with the assessor. She gave me a number to ring Capita whom answered promptly and informed me of the date of my assessment. Wondering if in future it is better to bypass the PIP phone line and just ring Capita themselves when enquiring about assessment dates 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang twice yesterday morning( 18th July) ref no reply to my Mandatory Appeal submitted 10 weeks ago. Eventually spoke to Leon who could only tell me "their systems are down, can't access any information" Need to ring back. Here goes another wasted hour. Got proof of delivery, supposed to get an acknowledgement from DWP under their procedure. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried ringing yet again only to get a recorded message saying phone back after 2pm because of technical difficulties. Guessing after 2pm won’t even get through 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I got my PIP review form back in March. 
    I sent it back within the time scale given. 
    I'm still waiting for a decision. And it now July. 
    I have tried ringing on numerous occasions on different days and times but I don't even manage to get through to anyone. I get the automated machine asking you to input your information. I do all of that then get cut off. It's a total disgrace. So many people are trying to ring for different reasons and they can't get through. This service needs one hell of a Major overhaul. It's a total shambles. 
    Ruth Crossland 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @C I’ve just had my decision after waiting 54wks….been trying for the last 2 weeks to get through to find out when my backpay will be sorted but just cannot get through :(
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Ruth Crossland I wouldn’t hold your breath, I sent my review forms off in August 2022 and only just had my assessment 4 weeks ago! Still no decision from it yet so it’s gonna be around a year for the whole process by the time they give me the decision!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After awaiting since last March 2022 for a review results. Had an online telephone Medical assessment June 2023 . Text from DWP to say my reward letter was on its way .  Both copies stated professional consultation report and changed the descriptors based on the Medical received I have decided to award you Pip for longer May 2027 .The best mistake of all your Pip award has not decreased . To much to post I was on enchanted rate care standard now and lower rate mobility now from high .  I have a cancer diagnosis of melanoma in 2018 spread in March 2019 treatment stopped but worked NED at moment with four monthly scans , depression and fibromyalgia which causes different symptoms , ringing in my ears , IBS , muscle pain and flu Symptoms and many more . Today 35 mins on phone final asked for a explanation and copies of the reports from my GP . Cut off .  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hi,
    I have had continuous problems getting through to PIP, they disconnect you every time . I have been trying at all different times. They have sent a letter which makes no sense at all but you just cannot get through I have been through their complaints Dept, and they suggested trying one of the other options, so I did every one of them, still no success. It is totally exasperating. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am currently on hold AGAIN. 48 mins and counting. This is my 7th attempt over the past 2 months. Once on hold for 62 mins and then cut off. I have not successfully been able to contact a human. I only need a copy of my assessment award for my blue badge, surely an email system can be implemented? It's insulting and degrading, do they think that claimants don't have lives or employment / families? Still on hold ..... 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Ive rang multiple times and never got through over different days and in different months. Got through one time and what she told me was a complete lie, as after waiting a week for nothing to happen I rang them back and thought to someone else she said what her colleague said wasnt true didnt apologise or say she'd put in an official complaint. So I myself will put in an offical complaint. Waiting times are disgusting the only 2 times I did get through had to wait well over an hour to get through. All of the other times I rang were never answered absolutely disgusting. Something needs to be doen about this and about their complete an utter incompetence. There job isn't hard at all.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Chloe *and got through 
      *done

      I'm ringing them again already been waiting for half an hour. Doubt I'll get through again. Absolutely disgusting. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I get through by ringing the number before 9 am and then doing a redial at one minute to 9 am. It then starts the process and I get through within a few minutes or less than 20 minutes if others are ahead of my call. I presume that this won't work if everyone does the same thing!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried different times over this last 5 days. The longest wait so far 45 minutes still can't get through. This telephone service is not fit for purpose it needs urgent overhauling! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Was on line for 47 minutes then a lady came on and said they couldn’t take my call and ended the call. Very disappointing, how can we make a claim if we can’t get through ? 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Heather o Just been on the phone an hour and still not been answered really frustrating 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Got thru to a very cheerful helpful lady after waiting 15 mins, she answered my questions without any problems at all. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Son had message 2 weeks ago to call them if his PIP renewal not 
    received. Tried 3 times yesterday last time at 15.51 for 23 minutes on hold.  Why do you need to spend time hanging on to tell them the form hasn't been received? Can't they just send it? 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    For 3 days I’ve been ringing pip and been on the phone over 3 hours with no answer it impossible to get through and SO frustrating just don’t know what else to do 

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