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
    Point is as well, we are people with varying illnesses, but this stress actually either accelerates deteriorating health condition for adds new conditions.  NO one seems to care. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried on several occasions to reach PIP, I get through the automated security then I hear an engaged tone and get cut off, every single time.  I have been waiting since December last year to discuss my reassessment as I wish to report worsening symptoms.  In the end I write but still hear nothing from them.  Hopeless service. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just got off the phone to them, One hour and one minute to answer the call, just to ask if they had received my PIP renewal, The man said no, and they have extended my claim, hoping that it will show up. Posted out a week ago and sent recorded delivery! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried to call tuesday 13/6/2023 - got through after after 58 minutes
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    What's the point  cannot get through..
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Forgot to say I called at 11:50 on a Tuesday, After various automated security questions I was put on hold. The eventually spoke to someone who was very helpful sorted out my request . I just hope copy of form turns up !
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just spoke to them after waiting 44 mins. (3rd attempt). I only needed a copy of our allocation letter!!  Surely this service could be put on line without much difficulty. Very poor service.😒

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This is absolutely ridiculous I've tried many times to get through to PIP to change my address which I've been trying to do since I moved which was a long time ago but cannot get through. Also need to change my bank details but cannot get through. This is absolutely ridiculous so I am going to complain to my MP.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    PIP & Job Centre Plus re ESA need to change bank details. 45 mins each as below no answer. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I received a text saying my PIP is up for renewal and to ring if I hadn't received the forms in 2 weeks. No forms and cannot get through to helpline. Same as everyone else I'm put on hold with the occassional Agent busy message. This is so annoying what are people supposed to do?
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Nicky 'This is so annoying what are people supposed to do?'

      It's a test of endurance. You're supposed to get so exasperated and dispirited that you give up claiming altogether.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been trying to get through since 14.10 (on a Friday). Five mobile phone calls disconnected by DWP PIP after having gone through the automated menus, keypad entries etc. One landline call also cut off. I'm now on another attempt on the landline. This time I've had more requests for identifying info (bank account 4 digits etc), and have been on hold for longer. Fingers crossed 7th time lucky... 

    Appalling service for all of us having to go through this. For anyone to be penalised because they 'didn't contact DWP' is utterly outrageous.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am at my wits end trying to get through to PIP. On hold for hours on end. I have resorted to writing. But who to send it to. ???? Or send one to each address???
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago

    Since yesterday tried 4 time. On hold music playing and says Agent busy. On hold for two hours each time 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    tried to get through for days now. got through to them earlier and they cut me off after 35 mins. trying again now but im not impressed



  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have tried every day this week at various times and just get continually cut off.  I am waiting for an important letter which has not arrived and just cannot get to speak to them.  My stress level has rocketed.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been waiting on phone from 9 am until 17 .13 for pip to answer phone all I am getting is customer agents very busy please stay on line and call will be answered soon
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    3 hours trying to get through,constantly being cut off,absolute joke for a Government dodgeball group again !!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    wdf is wrong no one picks up sad people. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Totally impossible to get through. Tried 8 times over the last two weeks. And today it just randomly cuts me off every time. During questions after  questions etc. Totall random andinfuriating!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Keep trying to get through the past 2 days. Most times I don’t even get to the identifying questions before I get the engaged tone and it disconnects. Just about to try for the 7th time

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