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
    20/03/23. Called at 1.45, Still on hold, 1 hour and 15 minutes and counting. Music has stopped so I don't know if I will still be connected or if I'm wasting my time! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently on hold for 1 hour 10 minutes and counting. Hold music has stopped but I don't know if that means I'll still be connected or if I'm wasting my time! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Monday - 12:40pm. On hold for nearly an hour just to be told they can't help and to ring back. Awful attitude from the person who I spoke to. Awful customer service.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Monday 20th March 09:16 I had to wait 46 minutes to speak to someone about the fact that, despite sending a letter in November 2022 to change my bank account, they were still paying into old account. Fortunately, they found my letter on the system and changed the account but could offer no explanation as to why it had not been actioned previously. When I asked why I had had to wait so long on hold, the call handler did admit that the situation was "crazy".
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently on hold for 50 mins it's 17.26 do I hang up or continue to hold worried they'll close & I'll be on hold till Monday morning because I'm too stubborn to hang up! Lol pray for me people 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Amanda Was there any heads up on this? Should I hang up lol??
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Itchyteeth Did they answer as I’m currently still on hold I don’t want to put the phone down because I’ve been waiting so long 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying for 3 weeks to change my address every day iver an hour nk answer ,,theres no way theyre that busy ,,got wrong pop number today an ut was for scotland service (were i luve but they havent chnaged me iver🤦🏼‍♀️) call answere 3 rings ,,knew u was to good to be true ,,thi is ridiculous,,maybe they should get workers backminto an office rathe than sat at home dealing with issues bos at leas in an ofice someone woild know calls are being ignored and they getting paid to sit at home n nothing getting done ,,,they have the vheek to punish us with snctions if we hold info but what else is one to do ,,soooooo frustrating and annoying,,
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It's the worst contact service. Just diabolical. I sit on hold for 45 minutes, different times of different days before I give up. It's the least accessible contact service with no option to email or even text with a bot. I just need a new form and now I'm worried my benefits will be stopped because they didn't hear from me. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    We will answer you call as soon as possible,  please enjoy this 1 hour flute solo.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Over 30 minutes so far on hold 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absutley disppointed. I just want a update on my claim. Im suffering and holding the phone with that music and then to be cut off. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold for an hour! Listening to some horrendous music and a robotic voice. This has to be there tactic to get us to fall asleep so they don’t have to talk to us. Very poor service!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    25 mins on hold so far. Been trying to get an update for my friend but keep getting told wait or call back. 2 weeks so far 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tuesday 4pm
    Currently on hold for an hour. Always a long wait not helped my the chaotic muscial choice or the incessant robotic voice saying agents are busy.
    Become even more of a nightmare since they implemented they automated system asking for identification 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    What an enormously poor service. As a professional, I'm consistently appalled at the service. I'm most surprised that given the poor quality of service, they don't answer faster

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Tried getting in contact several times over several weeks. Ended up writing them a letter to explain change in circumstances. Wrote on the letter about calling either Monday/Thursday or Friday due to my disability and needing help on the phone. They rang on Tuesday so was unable to answer. Someone tried calling back for me but they where at work over 2 hours and no answer so gave up. Writing another letter explaining again the days I can answer. They say about reporting changes but make this near impossible.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    2 hours still on hold, does anyone bloody work there
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    i have tried to contact 08001214433 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I tried phoning pip yesterday. On the phone for 5 hours, they didn't answer! On there automated system, it stated I was due my pip payment yesterday,  10th March. I didn't receive my pip payment, hence my reason to call. I shall try again Monday 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1 hour and 10 mins and still on hold! 

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I’ve been trying to phone Pip still not received my forms which I asked for on the 18th of January every time i phone I’m on hold for over an hour I’ve tried twice again today  over an hour still no answer 

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