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 been ringing this number for over a week, & have been on the phone form half an hour too an hour & forty minutes!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Impossible to get through!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1 hour 5 minutes waiting just to request a copy of a form. Call took 3 minutes (answering security questions) Why can’t we move out of the dark ages and request forms online? 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I tried to get through to someone 3times every time got cut off so what happens now .?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    So basically the call will end in a minute when they close and I will have had NO HELP at all!  I intend to inform my MP I suggest everyone does the same if they have been treated like this too. I am calling the PIP line.  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to get through to someone at the DWP for the past 2 hours. Calls get terminated when they transfer you.  This is a disability helpline with no help.  It’s terrible. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Does anyone know what time the phone lines close? I am sick of waiting only to be cut off. Everytime I call I have to wait for over an hour and if I get through in the end then im lucky. I have to try several days in a row. This is just not right 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I can’t get through to PIP to report a change in Circumstance. I have been trying every Day a few time. I keep getting cut off..
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    called 6 times and have been cut off every time - been calling from 12.30 to 1.45 - as soon as they ask for whether u want to do the survey whilst you are on hold it cuts out every time
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Today 28th March I called pip 5 times and was cut off each time. I have selected the berevment option now  to see if that helps. Update coming soon 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang Friday 24th - cut off 3 times. Then rang for nearly 50 minutes - took me past closing time so called it a day.
    Rang three times today - cut off twice and then finally answered 3rd time afte 45 minutes ... not easy to be on phne so long when cannot sit or stand for long nor hold the phone in either hand for long :-(
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang Friday 24th got cut off once then held for 30 minutes couldn't stand the distorted music  listening to the music made me feel like throwing the phone at the wall.  So am trying again today, 30 minutes in again and I need to be at work but was sent a review form with only 12 days to complete it and I just cant do it that quick as bad issues with wrists. If I don't contact them by tomorrow PIP will be stopped :( 
    Just all seems to be made difficult from the confusing options to the ringing and holding endlessly plus the awful music ...  only getting 10 days to fill in the PIP review form and sort out information. I have really tried to do this but  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called them on Fri at 9.01am. According to my call log on my mobile phone the whole call (waiting time and getting through the automated bit and once I'd talked to someone) took 18mins 18 secs. I can't stand the automated bit - it never seems to hear me properly but the person I spoke to was fine - friendly and helpful. I was asking for a copy of my PA4 and she put that request on the system while I was on the line and said it might take couple of weeks.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    DWP have phoned my carer to tell him iv been taking off pip...That the DWP had sent a letter to me on 18th march &I had till the 25th march to let them no I wanted a mandatory review....They rang my carer 4pm Friday and closed at 6pm...if I didn't ring by 6pm I'd have to make a new claim ...it's now 25th &still no letter ...so it won't come tomorrow Sunday ...so how is that fair ...ln 2018 I was awarded nothing,review said the same..I went for my ESA medical& the lady said I carnt believe your not on pip....she sorted it for me and it was back dated ..now after my telephone review iv been taken off again ,tho I'm worse now than before 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried numerous times and was cut off. Been trying to ring to change bank account details. Now on hold for nearly an hour and no response 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Receive a PIP reassessment form the ned on last week on 16th March dated the 24th February asking to be returned by 24 March (today). We always receive help through CAB and didn't realise these dates until asked yesterday, looked and found this, then in a panic tried ringing them, and we have not been able to get through, it doesn't even complete the option selects, we just get completely cut off! Next we went to our local Jobcentre who said there is absolutely no way they can help, they 100% don't deal PIP...!

    We have been trying and trying, we have not been given 1 month for the form, and every time we try to ring we are just being cut off, haven't even reached their annoying music part to actually be on hold to speak to someone!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Tyler I have the same problem it's just awful . I got a letter on the 15th March dated 28th Feb due in tomorrow 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    When I got through the women was rude. I received a letter today on the 24th saying I had the the 15th of the same month to act (9 days prior) date on letter was only the day prior to that. Now I got to make a new claim and start all over for there mistakes.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold trying for 5 days to get though to PIP each call I've been on hold for more than 3 hours before I get cut off and have to try again.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Waited for 1 and a half on the 21/3/23 only for the line to be cut off. Tried again the following day, 45 minutes and cut off again! 3rd attempt today and I've been on hold for 55 minutes so far. This is shameful. They have cut my pip payment by £86 a month. No letter explaining why, they have had my reassessment form for 6 months and I have heard nothing yet they have deducted my monthly payments even though none of my circumstances have changed. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    For over a week I have tried to contact PIP office I have waited up to 55minutes at times but still hav’nt got through ands just an enquiry up to now I have been waiting for 4hours and forty minutes and still not got through

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