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
    On hold for over an hour both times, asked for a full letter of entitlement for a remortgage sent out the wrong letter so had to call again on hold even longer. Why you can’t simply have a gateway where you can get a copy of your entitlement is beyond me 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This is my 4th attempt at calling PIP to change my address details - each time I have been waiting over an hour once nearly two hours only to be cut off each time!! Today so far I have waited 30 minutes and as of yet no answer, surely it’s in their interests to make an online service for change of details to be done and get people out of these ridiculous long call cues so they can deal with people claiming for the 1st time!? What the hell is wrong with the decision makers of this service??
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After being on hold for more than 2 hours and my phone running out of battery I hung up after reading your comments We are all disabled people and just asking for help even the totality repeat message was giving up just down to we are sorry.. they don’t appear to be sorry at all I even forgot what I needed to tell them worst ever so called help line ever I have a legal advisor hopefully she can help I suggest you all get one too good luck 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying to speak to someone  is silly, i have been trying for over a week, tried all different times on hols for over an hour then gets cut off. My claim was opened 08/12/2022 still awaiting  to know the out come, I have cancer and i cannot get a chance to speak to anyone never mind knowing if i have passed their test to claim fuming
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    We have been trying all week to inform them of a change in address. The call always disconnected from anywhere between 10 to 45 minutes waiting. Letters have been sent but no confirmation received. To add insult to injury we expect the PIP award to be with held because we have not informed them of a change of address although we have been trying to for weeks now.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Contacted PIP after review letter sent in September 2022.
    I was told there is a back log. 
    And would have to wait. 
    Mobilty vehicle runs out 23rd December. 
    3 times provided all information advised terminal illness which stated on first claim. 
    Simply not interested. 
    May be deceased by the time this is sorted. 
    Yet another way of trying to avoid claiming any benefits. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Trying constantly from 9am to 5pm over 2 days, on hold for around 30 mins before being cut off each time. Renewal form posted 12/11 received 6/12 giving me 8 days to fill in & return. Need an extension but can't get through
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I am calling to apply for PIP ,I called on Tuesday.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    1hr 10 min to get through
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Finally responded 1hr 7mins took less than l minute to resolve 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Needed copy of statement of entitlement  1hr and  5mins later still on hold 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Mrs p parker Hi how did you get through I keep getting told my payment amount and next payment date told to press 1 to speak to someone and then told to hang up goodbye and like you all I want is certificate of entitlement
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It took 57 mins to get through, once connected to a customer service rep, it was all sorted within 3 minutes
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    One hour and 15 minutes of waiting with that music!

    Only want to change address details. There must/should be a better way of doing this? 

    This is doing nothing for my anxiety 
    • Thank you for your comment. Comments are moderated before being published.
      · 1 years ago
      @Teri Why there's not an online option like for tax credits and other benefits. I asked for my letter to be emailed over and was told its "unsecure" so they have to post. How many letters and documents get lost in the post though lol! It ends up wasting so much time by continually calling back to ask questions or chase.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I have waited to be answered by Pip  today 05/12/2022 I called them first at 14:05 waited 43 minutes and when they answered they phone cut off pissed off 😠 and I called back at 14:50 and they answered at 16:03 finally and on the phone they had to put me on hold again for 10 minutes by the end at 16:21. of the call I had to volunteer to take the survey. 
    When I only wanted to let them know that I had one new information. That’s it. Just sharing my experience with Pip. Good day 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    After ring at 3pm  on hold 1 hour 10 mins eventually  got through all this stress and pain just to change bank details over there must be a easier way than this ie online so all tolled 9am to 4.10 just to change bank details 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    It is now  9am - 3pm rang every hour and  tried for half hour to get through I need to let them know I have changed my bank anyone  any ideas ?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang 5/12/2022 from 9am. My payment never went into my bank. Tried a number of times without success. After several attempts a auto message stated that "some claimants (which probably means thousands)have not recieved their payments today and they are investigating". Hope they sort it out soon.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Rang 5/12/22 at 9am as I had my review form, was sent on 18/11/22 and didn't receive it til 3/12/22 to be sent back by 18/12/22, this is likely due to postal strikes, rang 14 times each time was a different automated message at the start I'd get through making choices then an engaged tone would happen and hang up. I'm worried my form won't get back to them in time and was ideally wanting an extension or wondering if I could do the form over the phone with the mitigating circumstances but can't even get through to them to ask anything 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Just one word TERRIBLE. 
    I woke this morning my money did go in my bank 1st time ever since 2016 , I am trying to call them since 9 am machine comes on as I think I will go through to someone it just cuts off ridiculous..
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    This is like being in hell, I’ve been cut off 25 times

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