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 through to a human to put in a new claim, they read all the policy and procedure bit out asked  questions , I asked for an online form which they sent via email with a link. Filled all the form in with the questions it asked , went to submit it and it kept saying error try again, after several attempts it sent me a code via a text message but then it said the code was incorrect! This has happens more times than I can tell you and I have spent  a  week and a half trying to get through by phone without success, anyone with stress or anxiety , this system would send them over the edge! Why offer vulnerable people a system of service that clearly does not work. I gave up and went to citizens advice who said I needed to ask for a paper form and they could help me fill it in. Why can they not give forms to the citizens advice or turn2us so they can help people fill them in ???
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Maureen knox You are lucky - I was told that the form could only be posted which has finally arrived. But now circumstances have changed and trying to update them so not to hold up the decisions  but now have spent the best part of two hours trying to get through and still on hold 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Phone pip at 3.45 pm till 5.45pm then close lines got no answer 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Mr m malpas I'm currently on hold for 62 minutes and think I'm going to have the same problem
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’ve been been trying to arrange a review of my PIP and can’t even get past the automated system - get so far and then the system throws me out as it finds the next section overloaded. I would love to be able to talk to a human. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Phoned at all different times of day and different days but NO ONE EVER ANSWERS
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Testing: Started call at 9 O'Clock on the dot, got through to Ishmael at Salford Service Centre at four minutes past. Answered in four minutes! Informed him I was sending my form back today, he voluntarily added two weeks to my deadline which was in six days time to assure I avoid issues then answered some questions... >> He thanked me for being a great first call of the day! << Call concluded at nine minutes past. Fantastic start to the day...
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Ian Dickman (reasonable chap), Blackpool Service Centre picked up after 52+ minutes on second call made of morning at c. 9.30ish. First call dropped/failed/hung up on frustratingly. Extension requested as form received with less than one week to be returned, one month requested & granted with ease. Correspondence address given as Personal Independence Payment 4, Mail Handling Site B, Wolverhampton, WV99 1AA. All pages to be clearly marked with Name & NI#. Copies of prior claim form, supporting evidence, review report form & award letter requested, added to his "inbound tasks etc... [he would] get to that hopefully this week", & then with me pleasantly promptly. Call lasted a further 34 minutes, all always recorded for my own records.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Held one hour then it said sorry temp unavailable ended wasted hours and days had enough 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to get through to PIP yesterday and tried twice today but I have been waiting 1 hour 5 min and still waiting for someone to answer the call 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    will I get 691pound this Monday miss Clare pickin jb611843d
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying since 10th April to speak to someone, just kept on hold for ages.  Why can’t I just change my address without having to waste hours of my life listening to the most God awful music interdispersed by a monotone voice saying agents are busy. I’m going to die of old age before I get through, and then posthumously fined for not letting them know….
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Over 4 hours in the last few days and another hour today yet the lines keep going dead. I'm trying to renew my claim and not sure when it stops. This number is for people who are zlready facing many challenges without having to go through this slso.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to get through on PIP Helpline to change my bank account that they pay my PIP into. 45 mins last week until office closed. 55 mins and counting just now. It’s sick and disabled people who are trying to get through to them, who can ill afford the energy and stress of listening to the repetitive music and announcement - why does that have to be repeated every 30 seconds?!! It’s idiotic.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying repeatedly this afternoon again, I don't even get to date of birth question before getting cut off. I'm going talk to Citizens Advice tomorrow, all being well, see if they can help?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1hr 20 mins today and 1hr 30 mins last week and no answer. I have applied for the form online but haven't received anything yet. I was promised the form will be posted within 2 weeks but it has be 2 months no form yet. 

    I am not sure how I can get the form. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Abdul I rang for pip forms a month ago still haven’t received them. Trying to ring and already been cut off 3 times. Now been waiting 30 mins to speak to someone. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1hr 25 mins to get through just to change address, at 2pm this afternoon. Absolute joke.  Agent although polite sounded like he had lost the will to live!  Service through the floor!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I'm not even on pip they called asking for me I missed it called back with in 5 minutes and I've been waiting for over an hour 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    all i want to do is tell pip that my wife has returned home after 5 weeks in hospital,first time i got cut of after answering all the automated questions and now have been on hold for an hour now and i guess when 5pm arrives will just be cut off, in the past i have sent letters by recorded delivery which was recieived and signed for the following day, and then 6 months later i get a fine for not informing them and a year after posting an acknowledgement of recieving letter, i have a wife to care for, thankfully she is asleep at the moment, no doubt i will have to endure this all over again on tuesday after the bank holiday
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called today, Friday, at 2.40 pm and waited on hold for one hour and five minutes then spent a few minutes talking to a human. He was surprisingly helpful and resolved my issue (I was requesting a copy of my recent telephone assessment’s PA4 report). Seems like I was lucky I wasn’t cut off. I called at this time as I hoped it would be quicker as lots of people are doing the school run at this time. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just spent 59 mins waiting only for phone to go dead
     This is disgraceful.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Michael Same thing Happened to me when the phone went dead I tried ringing again and was told that they had closed. I needed to get in touch with them to ask for an extension for the renewal. Now I don’t know what to do as they will be closed now until Tuesday which is the day the forms have got to be sent in bye
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Spent 45 minutes on hold and then they hung up didn't even get to speak to anyone 

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