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.
    · 2 years ago
    I waited on the phone for 2 hours to speak to an advisor!! 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    I recently moved house and rang the PIP Enquiry Line to update my details.  I rang in the morning, around 10am, and I was on hold for a long time.  I gave up because I was feeling unwell and exhausted.  I tried again the next day, this time in the afternoon around 3pm, I was on hold for a long time, and eventually gave up again.  A week later I tried again, mid-morning this time, and I was about to give up just under an hour into being on hold when my call was answered.
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    I've tried for weeks, the line drops after about an hour, but the tell tale signs of call dropping are evident too as someone who's managed contact centres. There's the change from IVR music to Hold Music, there's the brief sound of an office background just before the line drops and there's often a short silence that highlights use of mute to quickly transfer the call back into the queue where you get the PIP 'questions' all over again. Much of these are signs of blatant call avoidance by the phone jockeys.
    I've been trying o make contact since January when a case manager pointed out that the Tribunal in 2019 missed the clear statements on my MR review that I should be receiving 12pts for mobility. I've been told that even though they've not applied the 12pts it won't be backdated, but they'll forward it to be looked at again. I've heard nothing, had nothing, and simply cannot get through.
    Sitting on a phone line with jarring hold music and repeated signs of call avoidance with PTSD isn't really something I can do, or should have to suffer, on a weekly basis just to get an update on something I've already been told is written in a tribunal outcome and needs to be applied.
    • Thank you for your comment. Comments are moderated before being published.
      · 2 years ago
      @Wynn Hi Wynn

      Tribunals don't review Mandatory Reconsiderations; that's the job of the DWP. Tribunals assess appeals after a MR has been rejected by the DWP.

      If the Tribunal did overturn the DWP's decision, it's then up to the DWP to pay your claim, backdated to the original decision date as if they'd got it right in the first place.

      I am speaking from previous personal experience as a DLA and PIP recipient (thanks to this site), and now as a Disability Qualified Member of the Social Security and Child Support Tribunal Service.

      Good luck with fighting your corner x
    • Thank you for your comment. Comments are moderated before being published.
      · 2 years ago
      @Wynn Thank you so much Wynn for bringing your inside knowledge of contact centre behaviour to light, very interesting and informative. And VERY damning!
      Best wishes with your claim, perhaps inform your MP?
      Denby
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    I rang pip 28/4 after 30 mins wait I eventually spoke to Elias at 11.20am. I initially started my claim November 2021. I am now at mandatory reconsideration stage. I am in my 6th week of waiting. I was told that my case handler hadn't looked at my notes but, was reassured I should get a letter by 17th May with a decision. ( not holding my breath !) I then went on to ask, if the decision didn't go in my favour, then how long does the appeal process take ? Was told upto 6 months! I said that would mean it could take upto 11 months from my initial claim. To be told yes but if you win the appeal all will be backdated to November 2021..... sorry but that is NOT HELPING ME NOW !! 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    I call the P I P line every six weeks as they suggest (Renewal received by them June 2021 confirmed) on average I sit listening to same dreary music over and over for 46mins a time to be told my file is sat in a pile waiting to be assessed for medical or not.
    Getting no help or further forward and can't renew Blue Badge!
    • Thank you for your comment. Comments are moderated before being published.
      · 2 years ago
      @Phil H Re blue badge some local authorities let you ring up and speak to them about your walking ability basically a questionnaire over the phone.
      depends like everything else on what area of the country you are in like everything else.
      try ringing your local council blue badge as if your on enhanced already they may well give you a renewal .
      good luck 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    Recent call to pip helpline waiting 54 minutes to be answered, lady was very pleasant but could not help with my enquiry, mentioned blue badge end date but was told local authorities are aware of the problems with pip reviews and should be able to provide short term extension, we'll see.
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    Called the PIP Enquiry Line yesterday (3rd May 2022).  Took 46 minutes to get through.   Was answered by Tim who introduced himself, asked how he could help and then the line went dead.   I didn't ring again as I was too worried about how much another call would cost as I was using a mobile phone.   
    • Thank you for your comment. Comments are moderated before being published.
      · 2 years ago
      @Sal B I believe the DWP should make these numbers freephone from all phones including mobiles, I have had similar worries when using a landline with a maximum included call time of 1 hour and the wait exceeded this, so costing a significant amount.

      Intrinsic injustice for any claimant to be paying to resolve problems of the DWP's making be that omission, commission or overload delay.
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    Thursday 11.20am 50 minutes, chatbot then eventually a human who was clueless and forgot twice what I asked him to do. Yes it was eventually resolved first time. An hour in total on the telephone. Previous phone call two weeks earlier was very similar but withn**only** a 45 min wait, chatbot initially.
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    I rang the PIP enquiry line 3/5/22,at 4pm. It was one hour and one minute late l put the phone down. 57nins of that was waiting. I had a quick query which was answered by a human but almost an hour wait is ridiculous.

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