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 recently queued for 35 minutes. When I finally got through, they told me to ring a different number because they don't cover Northern Ireland. It was during my working hours, so I was deeply unhappy about the wasted time. At least they could've had a message for NI residents in their IVR to avoid them queueing for nothing! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    55 mins and an unconfident answer. hopefully i get my forms. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    hoping for a call before 5pm
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called today at 11am. I am 61 years old and have parkinsons. Waited for until I was answered. Then put the phone down. 


    I honestly believe they Hooe most of us give up and die before getting in touch with them. I have never felt more discontent towards the disabled community.  A shameful shambles of a organisations. Too busy denying people help so they can funnel money to their mates. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called Wednesday morning at 10.30AM - on hold 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called at 4pm today. 45 minutes on hold then automatically cut off. I have great anxiety and cognitive difficulty. I find this very hard. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Nearly hr and waitin ages 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    40 minutes on hold with distorted hold music, intercut with 'are lines are still busy' announcements which don't even play out in full but get cut off mid-word to go back to distorted music. JUST EMPLOY MORE PHONE OPERATIVES - the system is not working!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have to use Relay UK and have lost count of the number of attempts I've made this morning. I've not even got as far as being on hold. I am trying to follow up on my PIP which was awarded at the tribunal 4 weeks ago, other than the decision from HMCTS I've had nothing either by post or text and am still waiting to be paid.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    2 hours fifteen mins for me and waiting 😢
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    40 minutes to get through - I asked when they would be processing my renewal (submitted January) she said a case manager has not yet been assigned and they would send a letter. When I said why is it taking so long and why have I not got a letter already I was hung up on
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Took 50 mins on hold in order to speak to someone at PIP today.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have spoken to a client today who told me that on Tuesday she tried to call and after holding for 2 hours the call was cut off. She tried this morning  and gave up after an hour. She then called me in tears.  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have trying to contact them from 8am to 5pm 
    Phoned ,8 times and no where ,I'm trying to return a call from them ,as they seem reluctant to leave a message on my answerphone 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    As a welfare rights adviser I was very concerned when a volunteer told me ge had an interview with Serco as a telephone customer service  adviser. After 2 weeks training, he was sent to the call centre, which turned out to be the PIP Enquiry Line. He said he was answering the phone and just reading from a script when claimants had a query.  He was told that if a person wanted to speak to a case manager, tell them to hold while they were put through, wait about 20 minutes,  go vack to the claimant and apologise for the delay,  wait another 20 minutes and then disconnect the call.

    So when you get through to the Enquiry Line, you are not even speaking to soneone who works for the DWP!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Took me 3 weeks to get through after trying dozens of times on different days and times. 3 weeks before I even got put in the queue to speak to someone. After over an hours wait I finally spoke to someone 24 hours before my review form was due back and my money would have been stopped. I was so stressed out and it actually caused me a flare up. Something has to be done. Now. It's negligent to people in need there's no excuse for it. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Typical conservative shambles, should be abolished, waste of tax payers money, have to go to the tribunal 2nd time round, first time tribunal overturned the DWP decision, night mare to get through 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I'm on day 3 of trying to get threw still on phone now 32 minutes been waiting 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hi try Number of times to try and get some help sorted financially as I’ve just been diagnosed with breast cancer.
    Before they operate trying to get everything in going to make my life stressful no luck so far
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My disabled son regularly goes into hospital and I am required to notify the PIP enquiry line. Have been writing letters with dates instead after spending ages without a reply. This time I have made three calls waiting about an hour each time without success. Additionally I feel that after ten years since I was awarded PIP I would like a review to see if I might be eligible for an increase so I wrote to enquire the correct procedure and have received no reply. I find it very frustrating. I had to challenge a fine for non notification of admission once which considering my son's level of need and I used to spend the first night of admission sleeping on the floor or a plastic chair then went home to sleep during the day was a bit much.

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