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 got so fed up of trying the pip line I got very frustrated at being cut off numerous times I gave up trying. In the end  I contacted my MP. It took two weeks but someone phoned me eventually from DWP and I was able to report a change. Unfortunately my payments have now been stopped tho. But at least I finally got to talk to someone. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolutely appalling. it is almost impossible to get through the line. if by chance you do you will be put on hold for hours until they close. beyond ridiculous.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This line is an absolute farce, on 4 separate days now I have tried to make contact, gone through all the key pad instructions with my information to then be either left holding for an hour with no response of to be just cut off. It’s disgusting, this affects my day to day life and is a major issue that needs to be sorted.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried twice, even tried with WeQ4u. Today, 14:04 & 14:10. Both times cut off after having made the selections of 1/2/6. Unobtainable tone and the second time was "the call centre has hung up". Not well enough to go through this.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I got a text message 2 weeks ago for my pip review it said if the forms have not arrived in 2 weeks to give them a call ( I wish ) it is nearly impossible just go through all the identification questions  to just keep getting cut off this system is broken maybe if they stopped doing reviews on people that will never get better it would ease the backlogs 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @A Holdsworth This is where I'm at too. I can't send the form back if it never arrives!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried several times over the last 2 weeks to call about PIP forms which were requested in May but never received (now over a month ago) I simply can't get through, and after an hour you seem to be cut off automatically. I work full time so I am struggling to keep wasting my time but I am having to call on behalf of my Dad who can't use the phone after a stroke. What an absolutely horrendous system that prevents genuinely unwell people from getting the help they need. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tuesday at 10Am so far have trued twice and both times after all the security questions etc press 1 to speak to a person then get the engaged tone and cut off. Absolutely not hood enough
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    3rd time calling waiting a hour 20 mins atime still no answer all I want to do is change my bank info 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I phoned several times , cut off waited 40 mins . Want to report change of address .
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried today Friday 02/06/2023 call started at 3:30pm rang out until 4:55pm no answer only recording all operators are busy this is the 3 time this week I’ve tried to contact them, different times of the day 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called 6 times today keeps cutting my off and I waited 1 hour!!! Still no answer why??? 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’m in Liverpool. So not coveting any help from anyone here.
    Should it be this hard to get through to a HUMAN to converse with about PIP??
    If so, why?

    Spent last 40 mins trying
    Given up as disability doesn’t allow me to sit in one position for too long

    Horrendous 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolutely terrible line I’ve been trying for days to get through, to inform them of a change in address, I’m on there for 15 minutes listening to all the options, key in my date of birth etc then get put a cue , only to hear a siren go off, and the phone hangs up 
    I can’t even wait in line in the cue !! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Iv been trying to get threw for 93minutes then the man on phone said hello hello and phone was put down.....I'm between upset and angry 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I did ESA helpline first, think that was about 45 minutes wait, only changing my address, but from 6-7 years ago, I wrote to them to do this, only to be sent a letter saying you know had to call! When you spoke to ESA they ended up asking many tedious questions & reading out fraud stuff, agent sounded bored doing it. This time they wanted my new surgery details. 
    I then thought I may as well try PIP as day wasted anyway, took 1 hour & 20 minutes to be answered. After all that, took old address & new one, said they’d sent confirmation & that was it! Why such a difference between ESA & PIP phone lines?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Impossible to get answered. Over 4 hours waiting so far 45 mins x4 60 mins x 1
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am currently waiting to get through. So far it’s been 28 minutes. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolute joke been on hold for over an hour today. Disgusting. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Received a phone call at 15:58 on the Friday before this Bank Holiday Monday and a text shortly afterwards, the text stated please call 9am to 4pm before the 30th; which being a BH weekend was an impossibility; so there's that.

    Called this morning dead on 9am, and was through in less than 5 minutes.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying this line since January at half hour intervals different days of the week, sometimes get to the waiting music only to get cut off!! It’s so frustrating so wrote letter in March and still no response!! Does anybody work there?? My call is urgent & it’s making me so stressed.

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