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
    Ive called on the 13/01/23 around 2 pm and I was waiting for nearly 1 hour just for them to hung up the line then I tried again around 4 pm and when I was waiting on the 56th minute an automated voice said that the office are close now and to call back again on the next day 🤬🤬🤬🤬 I was FURIUS they are such a #timewasters
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold ages to the pip helpline. Has anyone sent a letter to them to report a change of circumstances instead? Im thinking this is what i might do instead
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Day/Date of call: Wednesday, 11th January 2023
    Time of call: 1.24pm
    Hold time/Wait for answer: <1 minute/40 minutes
    Answered by: Initially AI to take details before going on hold, then eventually answered by a human
    Resolved?: No. It was a very amicable and friendly chat, but ultimately it was clear their hands are tied as they have been told to tell us there is no clear timeframe for reviews and that the delay is with the assessors
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been on hold 3 times now for ridiculous lengths of time. They need to extend their working hours as many people can claim PIP while working and can't call between 9am-5pm Monday to Friday. Only ringing as my review form arrived the week before Christmas, i was too ill with Covid to complete so sent it in on 03/01/23. Recevied a letter yesterday chasing up my form which i hadn't noticed had to be back by 07/01/23. This chasing letter was dated 26/12/22....who was working Boxing Day??? and who was going to post it??? Earliest it could have been sent was 28/12/22. This prompted me to check my review form which i found was dated 07/12/22, which i hadn't noticed before, i didn't receive this until 22/12/22. They must know that Christmas even without the postal disruptions places shutdown over Christmas. This Service needs a serious overhaul. So angry and anxious now.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Worst run thing in the UK, distressed people in need and there's no one there
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just been on hold 50 mins, line suddenly went silent and they cut me off.  Trying to get a Change of Circumstances form.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been trying to get through for two days I sent back my review form with my docs the next day from receiving the letter I've just received a letter asking if I've sent they should definitely have by now I'm so anxious I can't bear it
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Got through on a Wednesday around 2pm, was on call for 40mins which going by what ppl have said isn't that bad... which in itself says how bad trying to contact then is 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Could not get through today. Sat with my headphones on reading my book. For nearly an hour each time. It's very upsetting when you only need a quick answer to something.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    3/1/23 3rd attempt to contact DWP PIP Enquiry line 0800 121 4433, waiting time 47mins to answer, to notify renewal forms were only received 21st Dec, dated 4th December I presume due to postal strikes, therefore need extension as the letter states due back 4th Jan  the return of renewal forms. Got extension til 4th Feb and they are aware of delays due to postal strike and said to ignore reminder letters that will be sent out also due to the delays for anyone else worried, panicking as I was.

  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to inform pip of change of circumstances,go through all the automatic stuff only to be disconnected 3 times this morning.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    The review form arrived on 19 December and they want it back by 6 January. This is a busy time of year for everyone, but in my case my carer's on maternity leave so I don't have support to fill it out. So many days the helpline is closed due to public holidays, but they don't automatically give more time because of public holidays or postal strikes. Whenever I tried calling I had to hang up before they answered. On one occasion after waiting 98 minutes I got a recorded message that the service is unavailable,
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Sarah Hi Sarah, just to let you know I got through just now after nearly 50mins and had same issues last week and disconnected after went through all the options. They said they are aware of the delays due to postal strikes and have extended my 4th January deadline for PIP review to 4th February and to ignore the reminder letters being sent out. A sigh of relief but think the generic system DWP needs overhaul as causes us claimants far more distress and should be another way to make contact for such things digitally perhaps. Good luck with yours.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Currently waiting 1hr 10 mins still on hold didn't get the letter for my son dated 29th November until 22nd December due to work and bank holidays couldn't call until the 27th to find they're closed called 29th and was advised to call the help line was on hold for over 40 mins and hung up it's a joke! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've tried 3 times today and twice yesterday as soon as they put me in the queue to speak to someone. The phone call ends. I need to tell them of another condition I've been diagnosed with.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Since early December 2022 I been ringing many times, different dates PIP 0800 1214433 to request a change of the date for the renewal of my PIP, because the advice centre cant give me an appoitment on the due date 12/01/2023.  The PIP line always keep me on hold for hours, sometimes they hang up the line and so far I had not been able to speak to anybody as today Thursday 29/12/2022.   I suffer from Depression and severe stress and very bad asthma, ringing PIP and not able to talk to an Agent is very stressfull and very bad for me.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Absolute joke of a number to call! Are they even open? Ridiculous 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang several times today. Haven’t got threw once and I’ve been on hold for over 45 minutes now. It’s a joke
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    the date is the 29th December 2022, i have called 18 times today first time was waiting for the call to be answered took over a hour baring in mind i called 10am this morning and still waiting to be answered after 18 times of calling and being cut off for know reason. this has been going on for years i can recall as late as the 90s the service is terrible i have even fallen asleep many of times while waiting for someone to answer me, i personally believe the reason why it takes soo long for anyone to answer is because they know the call is free so this form of  Manipulation  is there cover to take the absolute mick out of vulnerable people AND IM STILL WAITING!!!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Deborah It isn't really 'free' is it? Time, electricity, stress... and the taxpayer pays for the call even if we don't.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    rang three times at 12.30pm, unable to speak to anyone and kept on getting cut off.  Not a great service.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am struggling with anxiety  and depression been trying for ages to get through to the pip helpline keeps cutting me off getting so stressed now 

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