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 spent 32 mins holding to get through to then be told by an automated voice, sorry our phone lines are not avaliable at the moment please try again later! Unreal!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I was trying to get through to P.I.P last week for over an hour, and to leave it, as I had an appointment to attend. I am trying again today, now been waiting for 2 hours!!! This is so unbelievable!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have been trying to get through for weeks but the phone simply never answers.  They’ve had my renewal since August last year and still they’re sitting on it.  The department is not fit for purpose but nobody really cares.
    An MP questioned the call waiting times and was told the average answering time is 37 minutes.  That must be a total lie.  Probably doesn’t include calls that are never answered or those they clear by picking up the phone and cutting you straight off.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolutely disgusting!! I have rung daily mornings and afternoons since 31st March just for some information I have also written to them again 31st March no response it's so frustrating I have waited upto 45 minutes still not got to speak to a human being  !!! The information required by my council is holding up my application 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Husband just took an hour to get through

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Ridiculous wait times, been trying to phone for 4 days now and each time it either cuts me off during asking for my details, or there is an hour 30 wait time and it cuts off.  Only need to ask for an extension to my date as the forms only just arrived giving me 7 working days to reply back.  I can't even get an appointment with CAB in the next 2 weeks, let alone my doctors to request supporting documentation and they give 7 working days?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have just called pip at 9.01 this morning and was on the phone with my questions answered in 15 minutes, I also called them 2 weeks ago at the same time 9.01 and waited less than 10 minutes to speak to somebody, I have had to call in the afternoons and takes over an hour do by calling this early may help 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been ringing PIP on 0800 121 4433 all day - I am used to going through the 5 minute preamble inputting all the info and listening to endless lists and choices and also used to being on hold for best part of an hour (on loudspeak so I can get on and do something useful at the same time) that was bad enough but now its even worse - you do all the preliminaries get to the bit when you are told to hold the line and they will answer your call as soon as possible and it then beeps and cuts you off !!!!! Absolute nightmare and what's worse is you can't even let anyone know its happening - the people on the Enquiry Line must be having a really quiet time of it oblivious to the fact that no-one can get through - my disabled son has payments owing him since January 23 - its now May 23 and I have not managed to get through to claim what he is entitled to in all that time - its a disgrace!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying for Weeks to get through to change bank account details and it cuts off as soon as you go through all the automated talk. Three weeks ago got through the talk on the 'make a new claim' section only to hold for an hour and a half. I gave up without speaking to someone.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Keep ringing going through all the automated talk then getting cut off 😡😡😡😡
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to ring to change bank details and it's a nightmare to get through to them 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    What a nightmare. Partner has been waiting 13 weeks. Already had 2 letters a month apart saying they have got all the info needed. Phoned 3 times to be told we would have the decision in 2 weeks each time,  that was 8 weeks ago. Trying to get through on the phone is a joke. Just hung up after 74 minute minutes! This service is disgusting.  No wonder one of our friends (and others) took his own life after waiting for a decision he didn't get before committing suicide, as he was in financial difficulties due to not being able to work and needing this money to live. For us, partner not worked since October 2022 and 13 weeks since applying for PIP and no income. Cashed in pensions so can't get any other help. The government is bringing this country to its knees and is the main cause of suicide.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently on the phone for my father. I have been through this a number of times over the last few years. It has been 50 minutes and I am still waiting for a human to answer the phone. This service is so disgusting!! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I went to Citizen Advice Bureau to help me fill the PIP form, I’m with several health problems I took my medical reports, a letter from my doctor. I even wrote all the difficulties that I’m having so it could be easier, she  didn’t want to see my notes, the medical reports was a mess, she said it was to much information, it was to big, the medication that she wrote is all wrong, she only wrote two or three lines on the report and now I don’t now what to do. I’m trying to call PIP but the help line is always busy, and it isn’t their fault, wen I did my application he was very helpful. I really can’t work I had a brain tumor grade II  three years ago, I was ok for a few months, no seizures was walking normally, I even was working, but  I start having seizures , was diagnosed with focal epilepsy, the tumor was on theft side of the brain, the medication was increased they stopped for a couple of months, and then I start having seizures again, in one of the seizures I went to the hospital they found that I was having a heart condition, I have mix depression/anxiety, dizziness, since October 2022 it get so bad that I can’t go to the supermarket or somewhere else alone, the medication was increased I was having four to five seizures a day, I can’t take shower alone, can’t cook or touch in knifes the last seizure that I have was a major, lost conscience, was alone at home at the hospital I had another one. Came home on a Sunday went again to the hospital on Tuesday. I use to be a very active person, this situation start to affect my health. I really don’t know what to do, if someone knows how can I solve this situation please tell me. Thank you 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been randomly calling DWP line for the last 3 months but with no luck. Once I bypass all the AI voice questions and awaiting to speak to a human I was advised 'all agents are busy and you are held in a queue'  the phone line disconnects!!! Nightmare every time. My Stress levels are through the roof and I am not easily stressed, the thought of having to call that number again gives me anxiety attacks.
    If anyone can help I only want to know if I can reapply for Mobility allowance as I receive standard PIP and Mobility was denied.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Disgusting service in this day and age. Why not have a general enquiry website to get back to people in 5 days 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to call the DWP for 3 days now. Same old human AI voice apologising. Keeps asking same question and repeating the wrong answer. Managed to get through to a human 3 times but each time they pretend they can't hear my voice and hang up. Disgraceful, on hold for hours. This is a scandal, been trying since Monday 23rd April for 3 days.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1 hour 32 minutes call on 14 April at 3.30pm 
    Rang for extension on paper review form being returned.
    Extension given for another 2 weeks. Explained I have carpal tunnel in both wrists and also C6 Radiculopathy in neck so not ideal writing with a pen on paper painful and takes very long time do it in stages. I do everything by voice dictation electronically online. I asked about online review forms and online pip and was told they don't offer this? 
    Last I spoke to was very friendly but did not offer any adjustment or alternative to using paper form.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang 24 Mar on hold 50 mins total call time 57 minutes to request extension on deadline for review form as it's arrived three weeks after the date on the letter leaving one week to complete and return. Call handle very helpful deadline extended
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been continuously trying to get through for a week only for my calls to be cut off it's a disgrace and shambles 

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