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
    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!
  • 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 

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