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

Write comments...
or post as a guest
Loading comment... The comment will be refreshed after 00:00.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called dwp for a friend. She just wants to know if her form has got there. Been on phone 1 hour and 10 mins. It just switched off. This was 10th Feb 2023. Today 14th Feb calling again and on the phone for about 55 minutes. Still waiting. Its making my friend very anxious as she is worried her pip might stop. Cant get through the helpline. It's a disgrace. 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Said I’m on the phone now been bc waiting 50 minutes and Friday over an hour gave up in the end
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    All day on call yesterday and couldn’t get through, when you’ve been on hold for 2 hours you automatically get cut off, again today same thing. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Feels like a lifetime waiting to get through to PIP claim line for my disabled son today. Initially got through after an hour and 10 minutes and the call handler took our details, my son waited with me so he could give permission to speak on his behalf. I was then told  I came through to the wrong number. I explained it was the number the DWP had sent to my disabled son on a letter, asking whether he wanted to make a new claim for PIP as he was now 16. Call Handler said 'I wish they would put the correct number on the letter, other people have had the same problem today' I will transfer you as a priority to the correct number. 2 hours and 50 minutes later I am still waiting, and this is only for the claim form. Some priority line!! It is disgraceful,  how can people with physical and/or intellectual disabilities get through these barriers. I am of the belief this is made as difficult as possible to deter people from applying. I have just emailed my MP Damien Hinds about this disgraceful situation.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Was on phone an hour got through was told all systems are down Friday 10th 2023
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Exasperating call. The agent could not understand me nor I her. Having to repeat everything over and over again and repeat the same information spelling every word, name, information. All to just get a form?! Long winded information read out twice was incomprehensible and ridiculous! There has got to be a better system than this?!
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just called twice and both times been cut off after 29 minutes
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have tried  to call pip and esa every day this week waited  over an hour to ither be cut of or no answer  this is not expectable 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called just after 3pm Thursday 9th Feb, went through automated security (date of birth, sort code etc.) then listened to music. The line went dead after 29 minutes. Called straight back, went through the same process but gave up after 40 minutes, I'd read this page while on hold.

    An extra point I have to mention about the PIP assessment service recently: it's not just that they kept me waiting for 2 whole years before finally giving me an appointment date, it's that they kept texting me to say they had my paperwork and would be processing it soon. They did this every 2 to 3 months throughout the entire period, forcing an unnecessarily heightened state of anxiety on me for the whole 2 years. During my assessment, I tried to ask who's idea that was, DWP or the the assessment contractors - she threatened to end the interview!...

    Also, when they did call for the interview (first time), they said there was no mental health professional available so they'd have to rebook. 

    To make matters worse (long story short), POhWER, the new advocacy service, have a 3 to 4 week waiting list, but we never get more than 2 weeks notice of an assessment interview so basically, they're not much help at all.

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have waited 5 hours a day for 2 days 10 hours altogether so what you went through was toffee sometimes did 2 hours a day for5 days 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I received a text fron pip last week on 30th Jan 2023 at 9.26, telling me of a phone interview concerning my PIP  that they'd arranged - for 4 minutes time - between 9 and 10 am on the 30th.  Unsurprisingly as they'd given me only 4 minutes notice I was unaware of the interview  I have had no contact from them since then so I tried to phone today.  I was waiting for one hour 15 min then got through to a man who I spoke to for about 3 minutes but got no information about what they wanted the interview for - the time was taken up asking me approx 5 piecies of verification information then suddenly the phone went silent & then I found myself back in the (incorrect) queue.  I have neither the energy or the will to try again today.  I have no confidence in them at all :(

    I've copied the text they sent as follows:

    We tried to call you about your Personal Independence Payment claim but couldn't contact you. We'll ring you on 30/01/2023 between 09.30 AM and 10.00 AM. The number may show as unknown or begin with 0800.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    8th febuary, started call at 2pm.
    im trying to change my bank details, been on hold for 30 minutes and nothing has happened, this music is crap and being on the phone makes me anxious
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Hello
    On the 16th January 2023 I received a review form for my PIP award. It arrived unexpectedly and was dated the  8th January 2023   ( 8 days later)    The review form was required to be returned completed including all changes, along with all relevant reports and additional information attached by 8th February 2023  ( otherwise I could loose my PIP payment ) I've learnt from past bad experiences with the DWP, who claimed they didn't receive my paperwork and even admitted that my paperwork had been lost !  Now I always photocopy everything ( I don't have a printer so I have to find a library with a copier and pay for each sheet ) I then have copies of all that I send to the DWP. I always send paperwork by recorded delivery 
    It wasn't easy or quick getting through to a human however when I did eventually speak to a person she was polite and helpful.

    Footnote  ; I received a reminder letter yesterday from them to say the deadline was 8th Feb to return my  review form and they had not received anything yet ?!?




  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Has anyones PIP payment not been paid on the day it was meant to? 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It is February the 7th. I have now been on hold trying to contact the pip enquiry line. Have now been on call for 57 and it's now 17:03. Call still on hold however I am certain they are closed? I am goin to continue waiting to see how long the call continues to have me on hold befoe telling me there closed. It is now 17:04 and line is still connected on hold. Have now just Been told all costumer services are unable and my qué Inline on hold is continuing. 

    Pretty sure the line closes at 17:00. And it's now 17:05. Call still on hold to be put through to someone..call duration 59 minutes. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Called home choice for an update on my change of circumstances. I've had to report a change of circumstances and apply for the help with a mobility car. I've called up loads of times to be told that nothing as of yet as happend with the form I had to send it. I've spent several hours on numerous phone calls for the call to continually end. No side with signal and did not end any of the calls myself and wouldn dare after waiting over 72 minutes before one call being disconnected. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I called Friday3rd feb at 2pm and was on hold for 57 minutes and then they cut me off

    I called today 6 feb  at 11am and the same thing happened 

    I called again today 6 Feb at 2pm and after 1 hour and 23 minutes they cut me off 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    On hold for 1 hour & 32 minutes here, & still no answer.

    This is inexcusable & acutely unsatisfactory.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Is it any wonder this country is in the mess it is in! Billions on weapons for Ukraine, still more billons for PPE that is useless and a Track and Trace system hat does not work. But pay a person to answer the phone? Not happening.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold for over an hour and a half, most staff will have gone home by now. Wonder if they’ll get back to me before lines open again tomorrow morning…
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    18/01/23 13:50
    On hold for over 3 hours got through at 16:41. I'm a social worker dealing with a complex issue for a client just to get told that they never processed the appointee paper work in the last 6 months they have had it and until they do they refuse to speak to me and hung up. 

    I have just been paid around £100 in tax payer money to do this, them not employing more people to answer phones ends up in a net loss for all. think what i could have done in that time. Congratulations DWP you have reached maximum idiocy. 

Free PIP, ESA & UC Updates!

Delivered Fortnightly

Over 110,000 claimants and professionals subscribe to the UK's leading source of benefits news.

 
iContact
We use cookies

We use cookies on our website. Some of them are essential for the operation of the site, while others help us to improve this site and the user experience (tracking cookies). You can decide for yourself whether you want to allow cookies or not. Please note that if you reject them, you may not be able to use all the functionalities of the site.