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
    Just got through after 1hr 4mins 
    They were lovely and very helpful when I got through but that’s the third time this week I’ve tried to get through 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang on two seperate days to tell them of a change but after 2 or 3 attempts each date waiting nearly an hour on each for it to just hang up is so frustrating 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    When will the DWP/government take responsibility for the dreadful PIP customer service helpline time-frame?

    I used to work in customer services and later in a call centre... both had strict deadlines for answering incoming calls.  

    If you have an initial automated system ('press this/that number' to direct your call) that cannot be considered as being 'answered' ...  you haven't yet got through to a human who can help with your query. 

    If there was also an email to send in enquiries (with a query number allocated and issued) then management could see how effective their staff were at answering queries. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Folowing up on new application & incorrectly rang the claims dept only tobetoldto ring enq line.... 
    13:45 hrs - I gave up after bei g on hold for 46 mins. 
    16:12 hrs - gave up after 1hr, 11 mins... I had been kept on hold even though the lines had closed! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Can't get through at all on PIP enquiry line, it comes up as engaged tone and cuts you off
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    60 mins twice a day for a week and still no reply. I only need a printout... what a joke
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    They never answer the phone, just hang up,I am trying to rich them but no chance. They make fun for people.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Requested a mandatory reconsideration on decision. Filled out all forms with welfare support at my local council . They sent off the forms over 6 months ago. Today I made an enquiry to dwp pip and was told that the M.R. request had not been received. I was transferred to to a customer service line where I completed all checks and put on hold , still waiting for an answer after over an hour listening to the annoying loop music . Still on hold . Totally disgusted at their level of services.  Still waiting to speak to a human. I will persevere until they cut me off again .
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    6 times i have tried to call in the last 2 days  get all the way through to the waiting horrible music. Hold for 58 mins then it hangs up. Every time... i need to inform them of a change
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Cannot get through any time,any day !!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold over an hour today still no answer was same yesterday and last week same 3 weeks ago I'm just phoning about the same unresolved issue and it's impossible.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Kept getting cut off, on my fifth attempt (tried option 3), answered auto questions, was told irrelevant information then asked to press 1 to speak to someone. I did but it kept prompting me to press 1. Must of pressed five times then it said goodbye and hung up. Sixth attempt, pressing one got me a ring tone, then a message saying they were very busy, some long beeps like an engaged tone, then another message, then, silence but i’m still connected as phone timer is ticking over…there’s no-one there though. What do you do if you have a change of circumstances?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This is so stressful you get cut of every time .my wife's in a nursing home I need pip sorting as Iv got the home asking for payments grr banging my head against a wall here .shocking service
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Keep getting hung up as soon as I get through the automated questions! I have spent DAYS trying
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    When I get through to speak to someone they hang up on me.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have phoned up 4 time this morning, got through the screening calls, giving my identity checks to the automated bot, only to get hung up on straight away. So frustrating. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just called PIP spoke to Dan G. 16 mins in total (my call was answered and system updated with my review notes). Thank you.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying for weeks to get through on the pip claim line to add 2 other health issues. I go round and round on press this number for this, then another number I am eventually told we will connect you to the department I need to be cut straight off. It's ridiculous and really needs to addressed and sorted out 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I submitted my PIP review form on 3rd January; after waiting a couple of months, I called them they told me there was a delay in processing. I am still waiting for the reply. Can anyone tell me how long this process is going to take? I am on a high mobility rate and exempt from car tax; yesterday, I received my car tax. Not sure what to do. Can anyone help me, please? Thank you
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been calling all morning, disconnected multiple times after going through the options. Finally got on hold for an hour before it sounds like someone picked up accidently as I just sat and listened for 10 minutes and could hear someone typing away on a keyboard, clearly meant to have hung up on me. Utter joke 

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