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 had to keep calling back over three days as I have a job and can't sit on hold the entire time. I kept a record.... 

    Time taken to get through options tree: 3-4 minutes each time
    Cut-off at the end of the options tree: 17 times
    Times through to queue: 4
    Total time waiting in queue: 2h 47m 

    Finally got through today. All I needed to do was update my address. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I Navigate through 0800 121 4433, message saying they are very busy, I will be put on hold, but then CUT OFF, been happening for hours. Wondering if this is being done deliberately. 

    If you can't get through people can't notify them of any changes, the benefit recipient can not be held liable for any sanctions or punishments.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    @9am. Straight through to a human. Got all my 4 questions answered, clearly and proffesionally.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    PIP, DWP, ESA, UC all know that there is no recourse for their rudeness and complete and utter contempt of claimants. Who is going to complain when we all know what will happen if we do? Claiming PIP was the most horrendous experience of my life. I had had spinal surgery, that went catastrophically wrong and left me unable to walk, incontinent and in awful pain. I became disabled overnight, and was unable to return to my job or my career. Dealing with ESA was bad enough! But PIP were ruthless. You would have thought that I performed surgery to myself, just to claim a benefit and steal from the government. One day, I rang over a missed payment and was lucky enough to get the most rude, arrogant and condescending man ever employed by DWP! I queried a date (very politely) and this man suddenly started saying *why are you being so abusive and rude, it is our policy to cut off the call when you become abusive*!! I was stunned. He then cut off the call. Fortunately, I complained to my MP and gave the exact timings and date of the call. The call recording was tracked down and listened to. I got a pathetic apology and reassurance that the culprit was being re-trained!! Yeah right!! Bet he was promoted to Director for his ingenious way of getting rid of claimants!! We have waited over 2 hours today!!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Acomplainer I’ve had the same problem with pip the assessment was absolutely disgusting I couldn’t get my words across and she cut me off everything I was saying also threatened to send my form back I’ve never experienced anything like it I got of the phone feeling so bad and down how’s these people making other people who are not well feeling it’s so bad there just don’t care it’s disgusting I’m also waiting on a uc assessment but I’m actually dreading it after that really dont want to go threw anymore of that same thing.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called two days in a row waiting 5 hours each time listening to bloody music why won’t they answer phones always on hold 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    The call system drops my call when I pick any option.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Bloody joke, keep phoning and when I'm choosing option 6 it keeps giving me the engaged tone sound and then cuts me of, how am I meant to know what's going on 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Robert a Exactly same here, busy dial tone, then cuts off, redial ,after redial still no answer. That’s today the 19/04/2023. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Heavens above I can’t fathom what’s going on for real here as I cannot get through to a human at all; cut off at the earliest opportunity no matter what option I chose as I tried numerous times over days all to avail and I’m now left with no other option other than to get to my nearest DWP building for answers! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to contact the PIPS enquiry line today and it cuts off after the menu and before connecting. Last month when I called them I was cut off after selecting the button to leave feedback. I want to leave feedback as the service is appalling. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Kept cutting off..absolutely terrible service.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    On hold for forty minutes then cut off, tried redialing but after menu just cust off, this is rediculous
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It keeps cutting off after calling the PIP. Why?! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Now the phone is just going off when I do number 6 and now can not get anything on the phone 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have bin phone up all morning and when I get to push number 6 the phone just goes off 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Good afternoon I waited today on hold for nearly 2 hrs as I’m my daughters representative a young person answered the call was quite rude said I wasn’t my daughters representative an hung up I will be taking this further the service is disgusting 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried multiple times (more than 30 min each time) to no avail at all  wry frustrating That service must change 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Good morning I have been trying all morning from 9.01, trying to get in touch with pip. But had no luck so o decided to hang up.it is very frustrating trying to get though and being cut off the other end.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have had the same problem as many of the comments on here already. I tried calling the number and no matter which option I picked it says an advisor will be with you then the phone disconnects. What are people to do in this situation?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried calling numerous times on 0800 121 4433 this morning and on every occasion I have navigated the automated messages and then been cut off every time (this is so frustrating)!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Can someone tell me please which number you are contacting pip on.   Iv tried 2 different numbers, I'm going from one option to another but at the end I get cut off

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