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
    They actually hanged up on me.  After giving them all the details they requested. Just unbelievable.  I’m now at a loss as what to do.  I only want an update letter from them for this year to show as proof that I actually do get this benefit.  & to show how many points  I get to move around so as I can get my blue badge.  They are making it so as I can’t now get proof.   Don’t actually know what to do about this situation    Any body got any ideas.   Thank you 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Robert Nearly in same position but not quite. My PiP ends in August. Sent review in October. Problem council tax. My council are pre-empting that I won’t keep PiP so want payment now! Considering I had DLA indefinitely and have only got worse not better it’s getting ridiculous. Hold on in there Jackie and Robert.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Jackie I I'm in exactly the same position. They won't renew my blue badge without a current award letter. Worst customer service I've ever experienced.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    IT is Friday 10 March 2023. This is the second time I have tried to get through to the Helpline. Yesterday the call was 40 minutes, but I did not have to time to call any longer and had to hang up. Today the call was answered after 59 minutes. The gentleman was great to talk to, however, the call wait was not worth the 2 minute conversation telling me to wait until next week and my issue was not resolved. They should have a chat or email for answers that can take 2 minutes.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently at 46 mins hold time. I tried yesterday and got to 40 minutes, but couldn't wait any longer so had to put the phone down.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    had to ring pip number again today, hung up on me 5 times then on hold for 55mins got through and call solved in 5 mins. seems to be normal waiting time of 55mins for me.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Over an hour, just want a certificate of entitlement , but will have to give up....seems to be what they want.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    My mum currently sitting on the phone ,and they keep hanging up,she's in some state crying and stressed ,all she needs is to talk to a human being , terrible,not right treating vulnerable people like this ,!!!!!!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    martin, rang 6 times hanged up phone 5 times before i could finish questions, got through 6 attempt waited 55 mins, call solved in 2 mins, anxiety through the roof, will take me a week to recover, rang at 1030.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently at 48 min

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying get in touch with them since oct 2022 amd it's now March 2023
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Ben try to get in touch with them as I now have more life threatening conditions to increase my pip to full yet now in March had to contact mp as unablecto reach them 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It is really hard to get thorough to pip 3 days I've been trying  on kept me on hold for over an hour every time and then it cuts off that's not nice I'm  show they have alot off people working they just taking the mik 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    44 mins trying the other day. 51 mins now ........nothing.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying to call them for hours they just keep me on hold and then hang up. I tried multiple numbers and the same happened, I even tried calling from a different number. Whats even weirder evertime i called they woupd ask different qurstions to the last time before the call and most seemed completely insignificant to the call 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    What time phone line open to 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I got a call but my phone did not ring  on a no caller Id. Not sure why 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Also it takes hours when you are put on hold if they say they sent a letter out to me why have not got it yet it is evidence to my review it was supposed to have been put in with all my other confirmation letters when I received them asked them to send me the one form needed most never sent it so that is there error still waiting on this it was sent out in Feb we are now in march that would be evidence to help with my new review just don’t no what else to do as three times now they saying they send it also rang them again today 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Sharon I’m in the same position the letter supposedly got sent out in feb still not received anything (March) and can’t get through 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Phoned pip twice trying to call them again today waiting on a confirmation form as regards to my pip review they said they sent it out to me Feb but still not received this and it is important that I have this one particular form still not received to help with my pip review 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Only by reading these comments I have just found out they close at 4:00 so I have no hope! 
    People apply for support as they are not well but yet they are making us worse. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to change my bank details for 3 weeks.
    People who work are not catered for I don't finish till 4:00 which is the busiest time to call I wait 58 minutes then it goes off. Should be open on a Saturday. This is not being inclusive to people who need to work still. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @E I agree. I can only call in my lunch hour at work.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently still on hold, have been for 56 minutes so far. 15:02 on a Friday. 

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