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
    Took 58 minutes to get through.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    The most appalling dis -functional inept service you will ever have the misery to call , expect to wait 1 hour plus , & then if by some miracle you do get through they can’t give you an exact answer as all the letters of info you receive off them are either conflicting data or merely there to prolong the procedure in the hope you might give up you legitimate claim , no wonder we are not referred to as Great Britan   anymore , one word inept!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Really really bad - almost impossible to get through. I have tried calling several times over the past few days and just get cut off each time. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have phoned dwp helpline every day ,exept weekends, for 3 weeks and had to put the phone down after an hour because the battery has run out, still not contacted them.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've tried to ring them twice now and I meant to get on the phone for half an hour get on the phone for half an hour or more waiting not getting through anywhere not getting through anywhere to speak to anybody. 
    All I want to do is update my claim Regarding more health issues.  
    Gives me a headache being on the phone for so long. 
    I don't understand why we can't email to update any D tells or fill in a form and email that. Then they can call me. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’ve always had a very appalling experience timing PIP. I was on hold for 1hr 45mins yesterday… however saw a comment of someone who got through by ringing bang on 9Am so gave it a try today (25th May 2023)… and was on hold for 7 minutes. Connected to a lovely lady called Jane who was very helpful. Call lasted 5 mins and my two queries were sorted. It really is just luck if the draw!  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Irang yesterday the day before and the one before that at all different times and just got cut off after the automated bit  its awful service
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried to telephone earlier.  My call was constantly cut off.  Shall try again tomorrow.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    If only I could.
    I come from Belfast, and our alleged so called elected representatives, have been on fully paid holiday for almost two years. Nice work if you can get it. Just try finding an elected assembly member in Stormont , better chance of finding hens teeth.
    They still have the gall to post for election. These are council jobs only.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Several times week beginning 17th April. Each time all the way through all sorts of security details and then just directed to the website and cut off. (This was to do for my son's PIP exactly what I had been able to do for my Carer's Allowance online...) I then got a tip from a charity advisor to send a printed letter, signed by my son. to the address on the most recent PIP letter. She pointed out they would not have spoken to me without my son there and what I needed to notify them was that he's not here!

    Remains to be seen whether they act on either the printed letter re PIP or the online form re Carer's Allowance.

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've tried for over a week. No answer. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Appalling service trying to call 0800 121 4433 helpline. Today I first tried at 00.90 am gave up after 57 minutes. Missed my doctors call in the process, on the phone now trying again, so far 20 minutes and still waiting. I have severe COPD and cardiovascular disease, trying not to get stressed out. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Today is Tuesday 23rd of May 2023, & I called the Personal Independence Payment enquiry helpline at around 4:30pm, & the time is now 5:31pm & I'm still on hold waiting for an answer; I am diabetic & I have sleep apnea & chronic blood cancer & the chemotherapy medication makes me tired & nauseous. 
    The phone message just changed to the lines are close & can't take my call at the moment & hung up on me after more than 1 hour on hold;  I'm furious 🤬🤷‍♂️
    I'm shaking now & need to go check my.blood glucose & go to bed 🤦‍♂️🤷‍♂️
    Absolutely useless 🙇‍♂️

    All I.wanted to know was what I need to do for my daughter's appeal (She is permanently unable to work due to learning disabilities with autistic traits, as stated by her GP who specializes in learning difficulties & learning disabilities)
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    So far I've been thrown out of the system three times (after all the annoying security stuff and irrelevant information), and been on hold for 50 minutes, 20 minutes, 35 minutes. I've had to hang up each time because I had to do other things. I'm trying to arrange an extension of a form return for a young person I'm helping, which is now overdue because I can't get through... and the form arrived with only a week left to fill it in, and the deadline was a Sunday...unbelievably awful service!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolutely appalling service! Been trying to get through to speak to someone for over a week, have to hang up after 40-50mins waiting and you either get cut off of no answer at all. No option to email anyone. When is this service going to be improved?? I’ve been waiting on a claim decision for 6 months now!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago

    Been trying to speak with someone from the pip for 4 days now about not receiving any forms which they said they had sent a month previously , on  average been on hold 3 hours per day then get cut off ...
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I rang yesterday to ask For my assessment report went through security and the automated service said I would receive a payment in June. Have yet to receive a decision. has anyone ever had this happen? does that me I'm Definitely receiving pip our is the automated service wrong?? 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently on hold for 1HR 10 mins. Over an hour last week. I only want to make sure they’ve received my review form as they hadn’t last week. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Di Is this done on purpose. Had a right go at my mp about it
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying to speak with someone from the pip for about a month everytime the lne has just gone dead, worst costomer service ever
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been Holding For Over An Hour Called Yesterday As Well Held For 1 Hour 20 Mins Then Line Cut Off 

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