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
    Now when I call the helpline, I just get silence and it hangs up after 10 seconds.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Waited on hold for 50 mins before it was cut off. Rang back, and not I've been on hold for 35 mins. Still no answer.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hi there, I phoned the number 0800 121 4433 at just after 4pm on the 2/3/2023. I didn't realise that the offices closed at 4pm but I phoned and every couple of minutes was told that all the staff were busy and my call would be answered as soon as a line was free.
    I was on for an hour before I got sick and hung up. I checked the opening times and realised they had been closed all through my call. Why could they not let me know they were closed when I  1st called them?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    For 4 weeks I have been trying to get through!! I have tried at all different times and hung on for 45 mins at a time!
    Several times they have cut me off too! Terrible service! Are the staff at home drinking tea?? We are paying their wages so what are they doing!!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been on the phone for over 2 hours now. Called 5 times. The first time, got cut off after waiting 40 minutes, line went static. Second call didn't register properly after answering the number prompts, same with the next 2 calls & now I'm sat here, still on the phone for over an hour, waiting for an answer. Diabolical. No wonder people just give up. 
    Then, they finally answered and I couldn't remember exactly what I needed to discuss because I'd been waiting idly for so long. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Thursday 0915am 
    Wait time was 40 minutes 
    Matter was solved 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It’s quicker to get a ambulance when NHS on strike than get an answer on phone lines .called at 3.35pm waited and at 5.14 lines went dead.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After trekking to the Jobcentre to try and get a PIP claim sorted I was told to phone, rang new claims line and they said there had already been a claim submitted (I rang to apply in November and haven't received anything nearly 4 months later). Been on hold with the enquiries line for 55 minutes and counting. Disgusting.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying to call  pip since December on hold so far 40 minutes  and I expect  i will be cut off as office closes at 4pm 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Jan They don't cut you off at 4pm they just let you continue waiting. I found this out by phoning about 4pm before I knew what the opening hours were. I was told that my call would be answered shortly even though the office had been closed for over an hour by the time I hung up.
      Back trying again this morning. Wish me luck 🙏. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Waited over an hour and then when the phone was answered, the young lad said I called the wrong number but I definitely did not. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Waiting over 2 hours to speak to an agent. Then the call got disconnected- I believe the agent hung up on me. I gave up and contacted them the next day, I was on hold for 3 hours and 20 minutes. I have to take a screenshot of my phone because I was so shocked and needed this proof. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have been trying to contact PIP/DWP about my PIP query for several months now. I have tried sending emails to what I thought might be an email address - still unsure if it was correct- concluded probably not! I have tried replying to text message by text - can’t see that working either. I have tried almost daily to contact by phone, then either getting cut off or waiting for over an hour. Surely there is a better option?!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Tanya The only way to contact regarding a claim is their telephone number. PIP don’t have an email address and don’t deal with claimants by email. The telephone number that texts you is an automated reminder number they don’t and won’t receive texts either
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Still waiting for my back pay after 3months
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am trying to submit my evidences for new PIP claim and it's not letting me. Asking to sign in/out and come back later. Did anyone had similar experience? 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Wasted an hour of my life after a full days work and the only time of day I’m able to call today on 21/02/2023 waited one hour for a message to then come up kicking me off the call due to the lines closing - awful! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called yesterday Monday 20th Febuary 2023 at 1:42pm after waiting on hold for 46mins I gave up. I am now on hold again Tuesday 21st Feb 2:40pm and have currently been on hold for 38 minutes. Hopefully I get through today!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Friday 17th February 2023, I rang at approximately 14:16 and took 1 hour and 11 minutes to speak to someone, nightmare!!! But he was very helpful on the plus side....
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called today , which is Thursday at 4.03pm , it's now 5.30 and still on hold. They supposedly close at 5 so think I will have to hang up and try again tomorrow 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Waiting 3 times today,  40, 50 and now 60 minutes before getting cut off. I m struggling so much and if it isn't PIP, reapplying or the appeal process, then its social services not contactable. I think Im getting desperate now or maybe its just crazy from this hold music
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I'm writing this as I listen to the looped music on this PIP Helpline for the 4th time today. I get to 45mins and decide that as I have a life limiting illness that the time I have left on this planet is better spent elsewhere. It is disgusting and insulting to call this a 'Helpline'. Who is it helping? Certainly not the caller! It states that this is a free phone call for the caller - so who's paying the bill?
    In the meanwhile my issue is not being addressed so I might just eat a chocolate biscuit with my cup of tea to reduce my anxiety levels!

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