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

Write comments...
or post as a guest
Loading comment... The comment will be refreshed after 00:00.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Wednesday morning, I’ve been on hold for 1 hour 47 minutes so far. 
    I need a proof of benefits form for my local authority. Heeeeelp, what do I do? 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Olivia Grace I need the same and every time I call it's goes through the options and then goes off
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried several times on different days and times but still waiting for nearly an hour on occasions when not cut off and then having to go through at least 7 minutes of questions to try and reconnect.  I usually get tired after 15 minutes and it wears me out as my multiple conditions/disabilities have got worse.  How are you supposed to contact them when they are uncontactable?  Forget letters as they also tend to lose that information and it is costly sending recorded delivery.  

    I very much see it as how they used to treat witches, to determine whether they sink or float. Sinking to the bottom indicated that the accused was innocent while floating indicated a guilty verdict. So if you are able to get through you are fit/functional therefore you do not need PIP. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Now on my 8th attempt in 24hrs, 6 times was disconnected. I’m trying to do the right thing by telling them about changes to needs, I’ve had a heart attack and a stroke in the past 5 weeks and I can’t get any real life person to talk to me. I can’t believe how seriously bad this service is.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have tried three times this week, can't get through
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I need a current PIP statement giving my claim result and points. This is to renew my blue badge. The Council office where I made my claim will not take a letter dated 2022 saying I have the claim for the next 8 years.
    See my previous post as to my attempt to get a letter from PIP.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called the number at 16.25. Held on till 17.25 still on hold. Phoned the number on my mobile and got the message that the PIP dept. Is closed. Office hours are 09.00 to 17.00. The other phone was still keeping me on hold.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    20 attempts to call go through everything then line is dead
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've tried calling multiple times today but after going through all of the automated options the line hangs up.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    An absulute shambles...7 times i tried to phone and call was ended every time
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to call them to report a change and was hung up on 3 times so far after going through all the automated system 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    4 times now pip has hung up on me...
    The last time I thought I cracked it as I got to speak to the automated system to give my date of birth etc... then it still hung up
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Carl The same is happening to me.Its like they're saying the sick and disabled dont matter.

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been trying to call them for over a week now about requesting a copy of my assessment report so I can go through the process of a mandatory reconsideration with no luck. Most times I've been on hold well over an hour and a half each time before getting cut off. I have 2 and a half weeks to fill out my mandatory reconsideration I don't think I'll be able to get it done at this rate :/ 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Claire I am having the same trouble! They apparently sent me a decision letter on 23rd March which I've not received yet. I only knew they stopped part of my payment when it didn't go in the bank the day it was due.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been waiting for an hour. Been trying for a week to get through with my mum about a change. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried several times today, go through all the automated system including adding all my details. Then you get an engaged signal and they just cut you off. It's so stressful :(
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I could not get through on 3 different days.

    Today and last week.
    I go through all those security questions which takes 4mins, then I hear busy tone and then they hang up.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am shocked that I have been waiting on the phone for 2 hours and 40 minutes and still no answer and this is after trying to call over 15 times. This has to be the worst system I ever seen. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Is there any way to ring them i have been trying to get hold of them for  week since i didnt get paid from the 24th march and it 3th apríl the personal indepandace if rediculas service they got automaticly cuts off 

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Got through after 45 mins 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Lee What number did you get through on .Every to I phone I choose option 6 then it disconnects

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried to contact them about the DWP PIP Annual Update letters as they are late this year. It's now April and normally you've got them during March. Its typical, because this year I want to renew my Blue Badge, but can't because the DWP haven't got their letters out in time!! The Council won't accept my original Award letter as they say they have to have the Update letter to prove I'm still getting PIP, and now the previous update letter is over 12 months old so they wont accept that either -catch 22!!  I've tried a number of times calling the 08001214433 Number but thats a complete waste of time. I wanted to speak to an Agent but its like "Fort Knox", Impossible then dumped out!!!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Denise I got my new award letter last week,my mother is currently trying to get through to report her and my brother not getting the cost of living payment last year and it's impossible to get through! She's been on hold well over an hour , good luck to you on your pip mission!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Barry I'm trying to contact them to ask when I'll get my decision letter .I received my pip back pay on the 28th march  and another on the 2nd of April,I need my award decision letter to send a copy to my council.I constantly phone but never get through,I don't know what else to do

    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Denise The DWP have advised the letters should arrive by then end of April
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I need to prove my payments for a mortgage. I have requested something with a value on 4 times. Each time they only send me my letter of entitlement. I'm at the end of my tether with it, I really am. 

Free PIP, ESA & UC Updates!

Delivered Fortnightly

Over 110,000 claimants and professionals subscribe to the UK's leading source of benefits news.

 
iContact