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
    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
  • 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

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