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
    Just built up the confidence to ring pip and my call was answered quickly went through the asking questions and having to try to take in everything being read out to you got to giving my bank details and got disconnected in left feeling over welmed and tired its took so much build up to make that call today its disgusting how hard to ask for a form to be sent out 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    At time of writing been waiting 50
    minutes on hold to speak to someone. Couldn’t imagine if you were very sick and needed to speak to someone. Trying to ring for someone who has mental health issues and this is not helping anything DWP needs to fix this now.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just spent twenty minutes finding correct number.  Went through the palaver of choosing numbers, giving bank information, then beeped at me and cut me off.  Not sure whether to cry or scream with frustration!!!! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called 6 times to try and get a copy of my report. Option 1 for English. Then option 2. Then option 6 for other pip related enquiries. Takes my date of birth and phone number and then says all agents currently busy so it will put me on ‘hold’. But it just beeps at me a few times then automatically cuts the call off and you have to start all over again. 
    Still haven’t managed to get through to anyone yet.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Rebecca Yes I got the same issue so not sure what other way there is to get hold of them 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Rebecca Me too been trying for a week now haven't received claim forms from 4 weeks ago nightmare 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called 6 times. Waited for more than half an hour on three occasions just to be disconnected and I had to start all over again. Needless to say I ever got through and was at it again the next day. How can one report a change when one can't even get through to them.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried ringing about 20+ times yesterday and kept getting cut off even after putting all details in and currently on hold now to them as they haven’t paid me 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Holly - 1 hour ago
    the PIP line cut me off after 5 minutes of going through all the 'options' to get my call directed to correct department.

    I've tried 5 times today & 5 times yesterday & kept getting cut off whilst on hold !
    As others have stated, this is 'clearly deliberate'.

    For the record i have diagnosed Paranoid Scizophrenia & have asked my parents to also call Pip on my behalf & they also are getting cut off while on hold - very upsetting & disgraceful service for vulnerable adults.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have tried calling numerous times today to change over daughter's address was told by my jobcentre this wouldn't be needed due to her being under 18 would be updated with my claim, but turns out this is not correct as letters have gone to her old address. Also tried calling for payment enquiry, have Been hung up on numerous times and finally got put on hold for over an hour, given up for today, maybe will send a letter instead.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    the PIP line cuts you off after 4 minutes of going through all the 'options' to get your call directed. i have tried 15 times in the past week, i never even get to the 2 hour queue to be on hold.
    this is clearly deliberate.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Still yet to get my call answered.  I have to pay for calls that exceed an hour so today’s call was terminated after 57 minutes without being answered.
    My renewal has now taken over 9 months not to have been dealt with.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Steve Sent my renewal form in 13 months ago finally got reassessed and now I've been waiting 7 weeks from assessment for a decision. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I need proof of my PIP award and tried to call 11 times today and cut off each time. Reading these comments looks like i am not the only one. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Why aren’t the people picking up the phone!!!. I keep getting cut off at the end of the other line. 
    Fed up with not being able to speak to someone. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have called 15 times over the last two days and repeatedly cut off. Finally got hold of someone but she wouldn’t speak to me as I was calling on behalf of my son. She made me wake him to try to get through security but he couldn’t answer he questions as I deal with everything so she hung up. Absolutely fuming 😡 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It' obvious that the contact process is not fit for purpose, from the absurdly long waiting times to the misfunctioning way the system performs.

    The people who are seeking help and information are amongst those who need it most in society.

    I do feel the whole system of process needs a total overhaul because it is broken as it stands and the cost of doing so would properly help those who need it.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My mum's benefit payments have stopped without warning and this is her sole source of income. Tried calling PIP 10+ times now and as soon as the automated voice says to wait for an adviser the call abruptly cuts off. Naturally with upcoming bills and the cost of living crisis this is an urgent matter and it seems there's nothing we can do and no one to speak with
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have called the pip enquiry line 0800 121 4433 six times today. I chose the correct option number, 3,  as I wanted to make a change. I got an automated message of no relevance to me, the message said stay on line if you need to speak to an advisor, and then cut me off. I have tried selecting other options in the hope of speaking to someone, anyone!, for some help but every option has cut me off. So frustrating. I ended up in tears. Something needs to be done.  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried to call today 12/04 at 11am to report a change of bank details for my son. Got through automated menu to a busy tone, which then automatically cut me off. Called again, and have now been on hold for 40 minutes following the automated menu with constant "we are sorry but all our customer service advisors are busy" every minute, which is maddening. Weirdly the automated message sometimes clips out and doesn't finish, or repeats itself. Its like a form of audio torture. A typical example of how this government treats it's most vulnerable citizens. As I type this now been on 46 minutes. How hard would it be to give an estimated wait time or a position in the queue. Every time I have ever had to call over the past 2 years it has been the same, always call at the "less busy times" too. Disgraceful
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I tried 6 times between 2.45 until my last call listening to music just switched me off at 5.32. That was yesterday . This morning I tried after 10am that’s the time they recommended. I haven’t even been able to connect to the music as it just cuts me off every time ? Just want to report a change of address! How hard could it be ? This system must change of seriously updated, as people are really struggling and most are severely disabled in one way or another? Disgraceful.. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been calling 7 times this morning only for my call to either go to a busy tone and then being hung up on or the automated voice saying “this call will end now”. I need to call them to chase my decision which I was told (via text message) would be made before 31 March. It’s now 12 April. Why is it so difficult??
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Luke Same here this morning and only want to confirm change of address as the signed for letters we sent 2.5 weeks ago not signed for!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I tried ringing SEVEN TIMES this morning and kept getting put through to a beeping sound. They underpaid me and now I can't even get through to them. It's DISGUSTING!!

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