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
    Been trying every day to get through to this number, nust be worst in the country. Spent an hour and a half on hold everyday. Why haven't they got a queue system so at least we know if it will even be answered. Or better still, employ some more people.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently on hold for 64 minutes! It's an absolute joke!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying for 3 days to tell them about a new health condition which I believe I'm supposed to do. I'm on the phone right now. Been waiting 35 mins I'm just going to give up. I just can't be bothered anymore. They can just sod off.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been calling for weeks now regarding a review I sent back in October. My PiP is due to end in August but already problems with council tax, renewing mobility vehicle etc etc. I have managed to get through twice. The first time took 2 hours and 40 minutes. The second time I was cut off twice so total time span of call was 4 hours 53 minutes. I log all these details as I am trying to see my local MP during one of his surgeries. I have received 2 text messages from DWP saying my review has been received, one in October and another in January but being told reviews are taking over 28 weeks or more. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried twice today , Thursday  , first time at 10am , then 1pm , nobody answered after waiting for 40minutes first time and 45 2nd time ....
    Disgusting,  they completely  ignore people needs .
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Third attempt today to get through and now on the phone listening to the most awful piped music for 40 minutes now.  Rang up to request extension to PIP review as received Review letter today 23rd March but they want it back by 11 April!   My anxiety levels are through the roof.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I try to ring u back bec I get pils for depression and slep!! U call me when I wake up I see them call..I try call them but 3h no anyone answrre..!! No anyone.. Now I worry my benefit stop because I did not call by 4.pm!! But this not my problem.. This number for PIP not asnwrr!! How can u give ppl number what not anyone answer!! Its really shame and make me Moore depression and anxiety!!! Why this number not ansyone anserre!!! Shame
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    3days.no anyone answers!!!!!!! SHAME
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    RUBISH!!!!!no anyome answere!!!omg..after 1no anyonr answere!!!always busy!!shame shame shame!!!costumer agent not answer even after 1h!!!shame..I have to call again..age in same think.!!!SHAME
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1 hour 12 minutes
    TOP TIP
    DO NOT PRESS 1 or 2 regarding the survey...it cut me off every time until I ignored the question.....
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Tommy Tried that too! Still cut me off. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Tommy Omg! That's just happened to me... Thankyou for that. I won't click any option. Thankyou
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I'm trying to call and they keep cutting it. Tried 6 times, I get disconnected at the end of the options. 

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    On hold 1hour and48 minutes and still counting,  disgusting. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    been trying to get through for 4 days. Each time spending 10 mins getting through the options only to be disconnected at the end. dont even get a chance to do their 'customer satisfaction survey'
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @leanne Leanne DO NOT select any option for the survey. Just ignore it. I've just done that and finally got through. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Cut off twice, 50 minutes later still waiting. March 22nd. It's deliberate to put disabled people off. Review form to be sent back by April 4th. Only received today. Again, to put disabled people off. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This has got to be the worst answer line i have ever been on  been on hold for 3 days at different times of the day but still have been unsuccessful to speak to anyone total waste of time 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang today (21st March 2023) was on hold for 58 minutes and 28 seconds just to request a reposting of my award notice that was sent on the 11th March 2023 that never arrived, total length of verbal interaction, 2minutes.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I never manage to get though to anyone. I hold so long it actually cuts off without me speaking to anyone. The worst thing is I use text relay so it’s not just my time I am wasting. I am now going to contact my MP. I have been trying for weeks now and really need to speak with someone. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    On hold 55 minutes and counting…
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently been on hold for 54 minutes. Asked for PIP form 3 weeks ago still not received so need to chase up or time will run out. This is totally unacceptable.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently been on hold for 46 minutes! Losing the will to live

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