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
    Tried phoning 5 times on Friday and twice already this morning but every time it’s cut off! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I waited 1hour 30mins before some spoke.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I trying to let pip know that I'm going into hospital for open heart surgery.i have phoned for the last 3 day's with 1hr 30 min waiting time and got cut off every time! What can I do now ?!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been on hold for 1 hour 20 minutes at the time of writing. I rang up at 3:40pm. What is going on?? Well over 1 hour to answer a call. Nothing to say how long you will be waiting for its not good for anyone who needs help.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Calling PIP, been waiting 57minutes, call answered and then phone hung up on me, called Carers Allowsnce directly afterwards and they picked up within a minute. Every time so have ever called PIP I have waited over 45 minutes, it does not state how long the call will take or what number you are in a queue, it’s absolutely dreadful to use this service. And now I’ve got to start again. Ridiculous!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Helpline is a shambles. After 4 times waiting to speak to a human I was cut off each time. The last time was this morning. I rang up at 9am and was cut off after 45 minutes. How can their ’agents’ be so busy at that time?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    totally impossible to speak to a human to request a review. on hold for 3 hours many times then phone beeps and cuts off. Awful
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    What is going on?, The DWP are a public service with only 1 way to contact them!, but its near impossible to speak to them. They constantly threaten within any letter your recieve that if you fail to inform them of any changes to your circumstances you are liable for benefit sanctions/ removal of your benefit or ultimately end up in court. 
    Their new phone system is designed to cause the caller more stress and many people with mental health issues will simply give up and end up with more issues caused by a Government Department created to help them.
    We live in the 21st century and still you can only call and send documentation via post,  where did all those Billions go on uograding DWP's IT inferstructure?
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Danny Easson Totally agree ! And like all on here I have phoned many times for varying lengths ,sometimes getting hopeful ,as maybe it actually rings after ive pressed numbers, ah but then gets cut off ! I have emailed , and written and still nothing. 
      I need to tell them of a change of circumstances as it says to do so asap..but how can we do it asap IF WE CANNOT GET THROUGH TO THEM . 
      It os a joke, the biggest waist of public money this so called upgrade 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Danny Easson You are absolutely bang on with what you wrote, I had the same problems today, waited 2 and a half hours on hold then looked at the clock it was 4.26 and THAY closed at o'clock cos its Friday, but THAY still left me on hold after 2 and a half hours, and THAY just went home! It's discusting I rang to report a change in the way my medication is given to me, like you said THAY constantly use bulky tackticks on every letter, txt message etc etc telling us to report the littlest of changes or we will loose our bennifits, or go to prison for fraud, and it's cos of pip and there incompetent enquiry line phone operators why we can not get thru to report these changes, THAY are rude, incompetent, undertrained(if trained at all that is) and us disabled people have the extra worry of a prison sentence hanging over our heads for fraud, and or loosing all our bennifits for not reporting a change when we've dun our hardest to do so, but there incompetent enquiry line phone operators make it impossible to do this, every single time you try ring them, also this all happened after spending over an hour previous to being put on hold, trying to just get put on hold as everytime I was about to be put in the que after a hole load of stupid BOT questions I was blatantly put to an engaged tone and then instantly cut off so I had to ring BK and go thru the whole situation again 4 separate times for the 2 and a half hour wait for nothing..... 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’ve also emailed my local MP this morning, detailing the problems thousands of people are going through, let’s all email our local MP’s, the more that do it - the more we will be heard 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I rang PIP at exactly 9am, and got through to someone at 9.43am! Not too bad compared to the last few days!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have rung helpline again. Finally got through at 4.15. Waiting for a reply.
    At 5.35 after being on hold all that time. I rang the number on another phone to be told they were closed 🤬🤬. How long would they have left me hanging if I had not done that 🤬🤬🤬 x
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold for 1h15min... still telling me to hold, but aren't the close now??? What should I do????
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am trying to contact pip because I was sent my renewal forms back in October 2022 and returned them on the 18th by special delivery. I have the proof of delivery and receipt their end. Six month later still haven’t heard a thing. My claim is due to run out in August. I am aware of them being behind, but some sort of update would be nice. I have mental Heath issues and since my original claim also have developed mobility issues. I need to apply for a blue badge and can’t until I have a new reward letter. My mental health is already precarious and the waiting makes it worse. Anyway this is my call story…. 

    Rang Wednesday about 2pm and was cut off part way through the automated process. Rang back, waiting over an hour with no response. 
    Today (Thursday) have been on hold for over an hour with no response. It is now 4.50pm so expecting to be cut off at 5pm on the dot. I don’t believe the lines are THAT busy. 

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to get through for 3 days now I go through a couple of selections and then the phone gives the engaged signal and hangs up. I'm applying for a PIP for my son and the documents took so long to arrive it's left me with nowhere near enough time to complete them.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Cannot get through to a human. Lots and lots of automated messages. Lots and lots and lots of waiting involved. Option you may want may not even be there. Very very very tough indeed. Extremely tough in fact. 'drive you mad' tough in fact.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’m currently on hold been on hold 1hr 8 mins and all I wanna know is why my rate isn’t what it’s ment to be and what’s been deducted from my pip as didn’t know they could. Already phoned dwp and nothing to do with them. Does anyone know what can be deducted from pip as my situation hasn’t changed (if anything got worst) but same to them and only been on pip since last March 2022 so not claim review as not due until 2025 fed up with having to sit on phones for hours on end.. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been waiting 1hr 20 mins on phone for them to say sorry our lines are now closed  this has gone on for a year now
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried contacting them 5 times, each time being cut off at different stages. I need to ask for a PIP claim extension as I have passed the date the form was due back. I suffer with severe anxiety and have been avoiding this for over a week. Still no way of asking for a PIP claim extension form and no way of emailing them? 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Emma Yes I agree with everything said here. It is IMPOSSIBLE to get through to a human on their phone line. It is THAT BAD!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently been on hold 1 hour 4 mins … after being disconnected all afternoon!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hi, have just rung the DWP/PIP helpline. Answered all questions. Then pressed number one to hold on to speak to someone and got cut off 🤬 Thursday 13th April at 15.30. Has happened before too. 

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