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
    Currently on hold to them after 5 attempts of navigating the different options and then the call being disconnected! Time and time again this happens and when urgent questions/information is needed, how can anyone possibly think this is acceptable.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I ask for award review. Received a letter on the 27 of March datedb10thbof March and I need to return it by 10th if April. I need Citizen Advice to fill the form. They ask me for the return date and they say there is no way withnthe Easter holidays that they will be able to help any appointment soon.
    I am trying to call PIP line since morning, endless questions from automatic voices with no success of getting the call trough. Now what is going to happen if I don't get the extension?
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Fatima My forms was due back Monday after only getting the forms Monday managed to get it extend until the 17th. The timer seems to go from when you get the form or requested the form. From my understanding experience. I truly hope they listen to you sending positive energy 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My forms were 12 days late and I’ve had the text saying they have received them but I’ve just received a letter saying I they haven’t received anything and now I just get cut straight off after I put my date of birth in the phone I’ve tried all numbers 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried 6 times to notify them about a change in my health and 6 times the phone cut off !
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried 6 times to notify them about a change in my health and 6 times the phone cuoff !
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I tried 23 attempts today 30th March, I got to the age and phone number then was cut off, then I tried calling again, and it was ringing for 1 hour 17 mins I eventually hung up 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have also been trying to call pip today my daughters forms finally come yesterday’s they are expected to be back by Monday, there is no way at this rate I am going to get time extension. Don’t even know what to say. Why this all needs to happen for a life long condition that will never change is beyond me 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Tanya Snap. 
      I filled them in sent them straight back now have received a letter today stating they will stop my payment if I do not send the forms back or contact them. 
      Been on hold for the last 2hours 33 minutes. 

      We are, we are sorry, sorry all our customer services agents are busy at the moment, please hold, please hold, we will answer your call...
      Back to that awful drone they claim is music.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been Trying to get through to DWP PIP Enquiry line today. 12 phone calls later, each one cut off. I go through all the checks, and get an engaged tone. Cut straight off. On one call I waited 30 mins in a queue to get cut off. One call didn't even make it 30 seconds and it cut out. This is disgusting treatment. They need this sorting ASAP!


  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried 6 times this week to talk with DWP PIP line, on each occasion I have ended up with a engaged tone and then cut off.
    This has happened each time where I have input my phone numbers or date of birth.

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Dosnt ring just gives the engaged tone as soon as connected…..useless 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Has anyone got through today?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    57 mins and still waiting this morning 48 mins it's really is a joke 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Does anyone ever get through? If so how long did you have to wait? Thanks 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    ive called 3 times today and when i get to wait for an advisor it cuts me off!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    On hold for over 2 hours... why do they not have a portal or email address! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Went through the automated sections 5 times, got to the bit where you speak to a person, was told there'd be a wait, then they disconnected the call. 5 times!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Mike Same, been trying most of today, 12 times I've been cut off.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    3rd day in a row cant get through
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @meg I’m also unable to be connected to an advisor! I’ve gone through automated questions four times now. I don’t know who to call?! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    One million years to get through. Had been on hold for so long yesterday I even fell asleep.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried calling the enquiry line number this morning from 9am through 10am. Unable to speak to a human-being, each time I negotiated all the options to speak to an advisor, option 1, the call was transferred to an automated message telling me to hang up. Unable to get past the system as it appears to block customers trying to speak to someone. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently still waiting to get through and its been over 50 mins. Tried for the past few days. Been sent a letter to say they are waiting for my form which I've already posted. The letter says if they don't hear from me I may lose pip but I have been trying every day for the past 6 days. 

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