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

Write comments...
or post as a guest
Loading comment... The comment will be refreshed after 00:00.
  • 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. 
  • 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 

Free PIP, ESA & UC Updates!

Delivered Fortnightly

Over 110,000 claimants and professionals subscribe to the UK's leading source of benefits news.

 
iContact