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
    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 
  • 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.

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