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
    Has anyone got through today? Seems impossible 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I work for Citizens Advice and need to ring PIP helpline quite frequently. The most terrible service I’ve ever used, constantly on hold for over an hour only to be disconnected or most of the time you’re disconnected immediately, I presume due to short staff or capacity of the line.

    I’ve been trying to call them for four days about my sibling I care for since our mother has passed due to terminal cancer and we’re going to go in arrears if they continue to hang up every time I call or disconnect whilst waiting, I have already wasted many hours in this process. 

    For anyone having difficulty getting through I recommend you contact your MP because that will be quicker than waiting on hold for several weeks.

    Try every day and if a week has gone by just email your MP depending on the severity of your situation. No one should have to take time out of work to be kept on hold all day then disregarded without a word.

    I know it’s a terrible excuse for a service and whoever is reading this is probably feeling quite anxious and stressed, please don’t worry keep at it you’ll get through eventually.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have been trying to call pip helpline for the last few days. I always get cut off after getting through automated questions. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I just tried to call them (03/04/2023) as they have not posted back ID I sent off the them on their request. The line just hangs up every time. I tried going to different numbers when they ask what you are calling about but every single on hung up. This seems really worrying, what is wrong with their system?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This has to be the worst ever contact number to try and speak to a human being.  (Have to say though, once I managed to get through, the young man was most apologetic, incredibly understanding, and more importantly, knowledgable about the service)!  However, my problem being that the claim letter took over two weeks from the letter date to me receiving it. (Letter dated:  20/2/23, received 17/3/23, date to be in by:  20/3/23)!  Consequently, the time I had to complete said form was just two days!  He very kindly gave me a 5 week extension.  That being said, I’ve since received another letter, again taking 20 days to reach me!  (Letter dated 11/3/23, received today: 31/3/23, stating return of form by 3/4/23).  Just 2 days to finish firm and post…a tall order!  
    So not only is the telephone system archaic and a time waster, the time it takes to get letters out seems to be one of the slowest of all time causing unbelievable stress.
    To date I’ve been cut off about 4 times, spent 50 minutes one day, (the day I got through)!  
    Had I have known I would have noted calls each time and what happened, unfortunately I haven’t and my phone only covers a month, today I’ve been waiting 30 minutes, now have to wait until Monday to go through it all again to hopefully reinstate the extension time?  Wish me luck!
    By the way, this is the first time I’ve ever claimed anything in my life and at the age of 63!  Some might say I’m lucky!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Have tried calling the pip helpline for over three weeks and still have not spoken to anyone. The line either hangs up on you or two hours later you still on hold waiting. How are we supposed to get our query resolved! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After 4 attempts just to get onto the waiting music and not being cut off, I finally got in the queue, 1hr and 42 mins later I got hung up on and now the line is closed for the weekend, 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been on it so many times that I think my date of birth is ZERO FIVE. ZERO THREE. ONE NINE EIGHT ONE.

    Basic detail change. No option. Get to the back of the menu queue, then cut off, multiple times. The last time was after being asked if I'd participate in a survey... yes, yes I will. Except, no I won't because you cut me off again.

    Atrocious system.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1 hour 26 mins to get through today to tell them i had sent the review form back that they said had not been recieved, they then tell me on the call they have recieved it today. takes about 6 minutes to get past the robot questions to make the call in the first place.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Finally got hold of pip today been calling since Monday. Been waiting for the forms since December (no forms come), until this week. Was told by first advisor my time my not be extended due to number of extensions on my account. (Not my fault the forms haven’t got to me,). Managed to get it extended until the 17th better than nothing. Was advised just to send lots of medical evidence and don’t worry about filling in loads of details. Was also advices to send all the evidence in recorded so they can see it’s scanned and then it’s them on time. 

    The whole system needs looking at. why is so much pressure put on us because forms can’t be sent out in time, calls are taking up to 2 1/2 hours almost I waited today. It’s extremely stressful, and this is only the first step. I stand with everyone else who have said they can see why so many give up or don’t even try. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Mrs Jesson over an hr trying to get through to find out why payments are late ,line hangs up every time .
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Its been  a nightmare for years  can't get a answer ever  i won my appeal in 2017 was on high rate wen I received  pip after that on standard causing  stress no wonder  I had a heart attack 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried 5 times to get through to PIP and gone through the menu on correct options, but calls cut off at end of automated service, about 5 minutes into the call. Kept trying but each call was the same so there must be an issue with their phone system. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1 hour and 7 minutes and still waiting, shocking
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to get through to someone for ages it just clicks off it’s so stressful.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    25 min
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After being cut off 3 times currently 40 mins and still waiting, don't suppose anyone knows how long you should wait after assessment for decision! X 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Call was disconnected 4 times whilst going through the different options. Currently been on hold for nearly 90 minutes. Suffering with mental health and having to go through all of this is ridiculous. Considering PIP is meant to help, the phone lines and customer service need some serious work.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Anyone got through today? Seems impossible 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Lee Was on hold almost 2 1/2 hours hope you get through 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Lee no tried 4 times 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Lee Ni! Ive tried 4 times today! Cut off even before I enter details for security. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    48 minutes and counting. It's  becoming very clear to see why so many people just give up and go without the help they should be entitled to. Anyone with any sort of mental health etc will not stay on hold for this long, it would be so difficult for them. So how are they supposed to be able to contact anyone?! 

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