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 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.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just finished trying to contact them (16/06/2023) about a 'mandatory reconsideration' for my PIP claim. The first time I was cut off after 2 minutes, 45 seconds and the second time I was cut off after 27 minutes, 28 seconds. I thought I would have one last go in the hope of being 'third tome lucky' and this time I went through the "all other enquiries" route but no, that one was cut off after 34 minutes and 57 seconds too!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Nikki
    Rang yesterday (Friday) to discuss DLA for children at 4pm....waited until 5.10pm and hung up as I knew they closed at 5pm. 1hr 10mins
    Ringing right now and my wait has been 1hr 2mins so far.......sorry girl the mistake below lol
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    PIP phone line is a nightmare you can never get through and they ask you stupid questions 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    The guy who answered my call was so rude and angry and almost unintelligable.  When I asked him to repeat things he got very cross and it was quite intimidating.  I said I felt he was getting quite angry and nearly ended the call but he got very angry at that as well.  He couldn't answer questions like the difference between a specialist Dr. and a consultant and got very angry at things such as when I assumed that a maiden name was synomous with a previous surname.

    I understand the benefits office must be under a lot of pressure post-Covid and with the cost of living crisis, however this kind of treatment isn't good and particuarly discouraging for people who may already be in a vulnerable position.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Waiting to update a change of address. Why is there not an option to do this online instead of waiting to be cut off? They get really nasty when you dont inform them straight away of any change yet they are free to treat people this way. The whole system is a disgrace.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to contact P.I.P for 2 weeks to changed my address, I have phoned 6 times every day Monday/Friday and still cannot get through, does anyone know if they have a postal address I could contact them or even an email.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called umpteen times over the last three days. Been put on hold for over 50 minutes each time and have been disconnected a few times too. They don't even tell you what number you are in the queue. My mum doesn't speak English so I have to call for her. I can't hold on forever, I work full time and am having to find gaps in my schedule when I can make calls. There should be other ways to contact them via online chat or an email contact. Very frustrating.....
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Farzana Update, so after 45 minutes my call was finally answered. I requested proof of entitlement certificate/letter that the DVLA has asked for so that I can be refunded road tax, however the advisor was very unhelpful said he could not provide a letter as their system cannot generate the letter. I asked him for his name, which he gave then abruptly cut me off. I am going to complain to my MP.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    55 minutes to be cut off… rang back another 35 minutes then cut off again.  Completely unfit for purpose.  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    55 minutes and still waiting 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    So far I have been on hold for 53 minutes. Be a lot easier if you was at least told your position in the queue. I could be next or next week, who knows
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried upteen times to get through and nothing payment wasn’t received today I would like to know why
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I can’t get through to pip it’s cutting me off 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    26 mins and counting

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