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 have tried to call 10 times and after saying all my details I get told unfortunately they are experiencing high volume of calls and after the message I get disconnected. I have been trying since morning and no luck to the PIP number 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @M No joy after an hour,go through to the option then cuts off,appalling service!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently my first time trying to call the PIP helpline to ask for an update on a claim. 
    It's been 45 minutes so far and no answer. 
    I have the music and automated "I'm sorry, all our agents are busy right now" voice. 
    I don't have time to call to chase them up. Only because I had a day off. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hi, I have tried to call now 6 times going through all the questions on the automated machine but everytime I get through to the right department it just cuts me off. It says your call might be recorded today blah blah then cuts off!!! I've tried different options and I have tried not selecting anything...se reoccurring problem.  
    This is highly frustrated as I need to speak to an actual human my Internet is having problems I'm having to use a friends this is just ridiculous...I've had no letters advising me of a payment that's missing or when it will be paid and what the change will be due to a cancellation of motorbility vehicle 3 months ago. Still not been paid the difference. They said should be 6 weeks but it has now exceeded that time. And I really need my full allowance as its preventing me from being able to pay for my other vehicle now. 

    I do not agree everything should be done online or via an automated service. It's not efficient and does not work effectively.  So disappointing. 

    What does everyone pay tax for? There happy to go on fancy holidays while those vulnerable are struggling. Pot holes not being fixed hospitals short staffed rushed! Resulting in rushed appointments and stressed staff...I mean the list is endless. But not getting through to the very people who are supposed to support us! Is disgraceful 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My PIP renewal was in September 2022. It’s now April 2023 and the last letter I received was about a week ago told me they would continue to pay my PIP up until 14/4/2023 but my payment date is on that day and they still haven’t made a decision. Does that mean I will get it? Or not? And how can they have an end date to my payments if they haven’t made a decision yet.. it’s a horrible anxiety inducing situation and I can’t get through to anyone. I’ve been calling all morning and every single option they give you go straight to an engaged tone and then put the phone down.

    I deal with severe anxiety and agoraphobia anyway as well as arthritis, Crohn’s, fibromyalgia, endometriosis along with other health issues and anyone else dealing with any illnesses knows that stress worsens any condition. It’s not acceptable but I have no idea what to do?!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Hannah My pip renewal has been ongoing since January 2022, I had my assessment 3 weeks ago (still being paid throughout) I also have severe anxiety, depression, fibro aswell as some other disabilities, when I rang to tell them my concerns of my payments being stopped they told me I'd continue to be paid until I had my decision as they were behind with renewals, hopefully that will be the same for you, I've been trying this morning to contact them but I'm getting the same, go through the options then a busy tone and disconnected, hope you manage to speak to someone and can put your mind at ease x 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying today Tuesday to ask for extension to how my disability affects me form because I have covid and also need help filling it in. All numbers just cut you off. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    5 hours today, calls terminated on 3 separate occasions! Appalling service. I have tried Mon, Tues, Wed and Thurs this week (3/4/23-). Different times each day and always the same result, Nothing!!. A total time wasted of nearly 8 hours.
    Surely they can sort something out!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I haven’t got my pip payment today trying to call them but can’t get through x
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I got a text from PIP saying they tried to phone me to speak to me about my succcesful PIP appeal after a tribunal hearing and to phone them back by the 11th, which is after the Easter holidays. I recieved no attempted phone call actually so that's a lie.

    Not to anyone's suprise but after phoning back all day I failed to get through. I waiting on the phone for half an hour, then they hung up. I then phoned again and waited an hour, then they hung up.

    It is beyond unnaceptable to so brazenly treat people like this. Utter negligence.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    4 times today ready I've rang the pip number.  Whatever software they use they need to sack the person who approved it.  Not once has it understood my answers with the only exception being when, for a laugh, I used a Scottish accent. Regardless, whenever I've no lost my sh1t and hung up and had a 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been trying and the same thing every one should contact the local mp and complain 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hi I haven’t been paid my pip today like I was supposed to and now I can’t get an answer 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This is a joke 2h in and it gets chopped wtf is this about supporting people , yea right can’t even answer a phone what a joke.

    410 comments to go and they still haven’t  done anything to fix the problem most are complaining about the same thing just fix it already ffs
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried 10 times every single day for a week to ask for a copy of my reward get through the questions then an engaging tone which automatically cuts you off, so frustrating 🤬
  • 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

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