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
    Received PiP review form but my partner who it relates to is unwell in bed for last 3 days.  Time scale for return quite short.  Rang to get extension today.  Keep getting cut off.  Must have tried 10 times.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Update, I finally got through after 50 minutes!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying to contact pip this week, Monday I phoned at 3.30pm and was waiting for about 30 minutes before I had to give up (I’m autistic and really struggle with phone calls especially when ive been on hold for a while, why they don’t have an online chat I don’t know or understand) , Tuesday I phoned again at 3.15 and was on hold for 50 minutes which i had things I needed to get done so I couldn’t stay on hold, I’m now on the phone again waiting to get through to someone which I can’t wait any longer than 40 minutes and we are currently at the 30 minute mark. It’s a Wednesday today and I thought maybe phoning at 9.30am would maybe be quicker but clearly I was wrong. All I need from them is to extend the date for when I need to submit the form as they’ve sent a letter saying my claim may be closed if it’s not submitted by the 29th of April and it’s currently the 27th. The stress it’s causing me is unbelievable, I just do not have the energy or patience to be on hold for hours. The whole system is broken and they should really be putting more money into these services instead of pay rises for mps ect..
     They say on the call about their busiest times but that seems to be 24/7??
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Partner tried to call on my behalf over a three day period, on hold for up to an hour, when it did go through the system and then cut off, he was unable to get through to advise that the application form was late. I then forced myself to attempt to call ( using the phone raises anxiety levels, can’t function and remember what is said, so avoid using it) as he is self employed and couldn’t take any more time off work just to try and speak to them. Eventually got though after trying for hours, but couldn’t remember what the call handler had said about return dates of form that he was sending out. I am not sure if it was completed and returned in time.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang as a Charity-based  Adviser on Friday 21/4/23 with my client on a 3 way call. He had tried the previous day and had no reply after an hour.  Phoned at 15:00 hours but had to give up by 16:30 due to other commitments. Only got as far as being told all agents are busy.  Client only received paper form for completion on 20/4/23 despite our request for it during phone start of claim on 3/4/23 but they expect it back by 3/5/23 which will not be possible. That will be another battle I’m sure.  Online form is not an option for our client or us on this occasion.  Completely fed up with the waste of time for everyone trying to get through and the stress it causes many already with health issues is unacceptable.  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been ringing for 2 days for friend who has mental health issues, been cut off twice still no answer absolutely disgraceful, if you want to make a complaint you have to ring the same number what a joke 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I got through to an automated voice answered the questions that were asked me, only to get cut off 3 times. I have now been waiting for nearly two hours! Tempted to give up, but will it just be the same tomorrow. I feel absolutely let down by these people!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on the phone on hold for a hour called the other day for a hour I haven’t been paid on my normal dates either so I’m still waiting for that to be answered 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolute disgrace it's like pulling teeth try to speak to someone 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I rang several times and each time I rang I got to the last stage of the robot, pressed 1 to be put through to an adviser but I was cut off.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    In total in 10 days waited 2 hours, the called at 3.30 and when 5.00 came was cut off. Use ti be able to complete firm for my dusabked son's visit payments, now can speak to anyone and owed since Nov last year!!
    How do I speak to some one, have held on for total of 5 1/2 hours!!!!

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Where shall I start ?  Rang PIP number on Thursday  last week 26 times, each time getting through the automated service to then getting cut off ! Tried another four times on 30 attempt call went through to automated service right through to saying sorry but all customer service agents busy please hold ... so I did - over an hour later my call was answered to be informed that my daughters PIP payment expected the day before had been "suspended" witout warning.  A case manager then came on the line to say she would look into this and get back to me... to her credit she did call me back later that day to inform that there had been a system mess up and that payment should be made in a few days.  Today, I have tried 16 times (as my daughters benefit has still not appeared) to get through each time again getting cut off and two of the times getting through to holding to be only cut off again after 36 and 48 mins on hold - this is infuriating.  How is this acceptable.  I have now written a strong letter to both the Minister of DWP and my local MP as I am my daughters voice, how many individuals have nobody.  It is disgraceful.    PS I am still on hold ......
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang them this morning. Got cut off twice after completing automated questions. Third time I managed to get through. Call lasted 42 minutes, so was on hold about 37 minutes (including options & automated questions at the start). 

    During the call, an automated message said the busiest time to ring is Mondays and between 4pm - 5pm every day. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Spent 4 hours the other day trying to get through ended up choosing the appeal option and got through in 5 minutes makes no sense! Was told that they’ve been having issues with the customer service line aha …. It’s a bloody joke. Your suppose to be there to support people with mental health problems and disabilities,when in fact all your doing is adding to them! Diabolical service!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Is anyone else having issue submitting the online form? Reported but they weren’t interested and said they’d send a paper one. Two weeks on and still waiting. Nightmare waiting for calls to be answered. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Suddenly PIP has stopped, no letter to say why!! And can I get through to find out can I hell.  We struggle while the government who is supposed to be helping us get a pay rise and umpteen extra benifits on top of there wages while we struggle!!! 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Anonymous My daughters was "suspended" as the computer system had messed up when they had received Lasting Power of Attorney document ! bearing in mind bank details etc have never changed - disgraceful 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Received my decision last week and was not awarded PIP. Phoned for reconsideration and got straight through, the girl I spoke to was so rude. She would ask if I agreed or disagreed with each part of the decision so I would give her an explanation and she was so short and kept cutting me off mid sentence, then when she relayed what I had said she kept saying completely different things! Made her aware of a change to my phone number and she transferred me to the enquiry line, was on hold for 45 minutes after this and had to put the phone down. Have tried a number of times this week to get in contact,  first few times it just gave me the engaged tone so had to end the call. Then other times ridiculous hold times again. Currently been in the queue for 57 minutes. Absolute joke
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @J Hope you doing well, after how long you got your decision letter please let me know thank you 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Friday afternoon (1pm) and on hold for over an hour. All I need to do is update my bank details. Surely there's an easier way
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Chloe I'm currently trying to do the same. Been trying the last fortnight to get through with no luck. I have now written to them with the details, hoping it'll be sorted for my next payment due on 11th May. I did write it on the letter they sent me with the April increase. Adding all my details. Fingers crossed it will be updated and they send me written confirmation of it. But I'm not holding my breath.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried multiple times over multiple days - i have now written down all the 'options' i have pressed where i get cut off after the message saying we are busy and will answer your call!!! Painful - option 1 - option 2 - option 3 - this seems to have now got me in a queue - 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried twice to get through,  25 mins waiting 1st time, couldn't wait any longer, 2nd time cut off at 1st ,2nd attempt 35 minutes in queue again I ran out of time. 

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