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.
    · 7 months ago
    Called several times first thing in the morning and still getting cut off after going through all the options! How else can you contact them? 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I have tried to speak to someone about my claim for 4 days. I listened to all the information etc and told to wait after each one. At the end I waited and waited. The call continued but went quiet as if I was on put on hold. I waited for over 45mins with no answer and I ended the call. This happened for 4 days and still cant get an answer to my query. Very annoying and a complete waste of time.
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    keep getting disconnected

  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I received a letter today telling me that I have failed to complete an Award Review on time for my son (I'm his appointee) and his PIP will be stopped. No such review has ever arrived at our house and, to really boggle the mind, they didn't bother including the review form with the letter we did get. I have now tried calling three times. Each call lasted between 5 and 10 minutes and was ended by being cut off at their end. This after about eight automated steps and questions and always when I had chosen the option to speak to someone. The system is not remotely fit for purpose.
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I tried calling 4 times yesterday. I went through all the automated options and was told to wait if I needed to speak to someone. Each time there was a busy sounding signal which has not happened before yesterday and then I was cut off within a minute.
    Getting to this point takes a few minutes each time and there is no chance of speaking to anyone at the end of it so I had to give up.
    Will try again today.
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Call time 45 minutes- unanswered. Voice activation failed to recognise anything after DOB- very far off in some cases. I just need a copy of a piece of paper literally a 20 second conversation needed
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Yesterday tried 5 times to speak to an agent and after 30 mins each time I was cut off.. 6 th time I got through to speak and once got through I was cut off.  They did actually ring me back but once again when the had to transfer me to a caseworker the call got cut off. I’m actually on the phone again to them today .. whilst I’m writing this .. 35 mins so far and not as yet spoken to a real person … they’ve missed a payment last month so no overdrawn .. it’s getting impossible to contact them. 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Have been trying to get through to PIP for 2 days now day 1 was on hold for 30 min and ran past 5 so had to cut off 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I have been trying to contact the pip contact number to tell them about a change of circumstances for weeks. I have tried first thing in the morning. I've tried later in the day and I've also tried in the middle of the day and any other time I get halfway through after about half an hour and then I get an engaged home and cut off.
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Rang because i haven’t received my award letter which was posted on 05/03. Tried ringing several times and each time I’ve been cut off half way through the automated message. Have lost count how many times this has happened. The worst is when you get cut off after waiting for almost an hour though. 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    im on pip and esa ust moved called esa helpline yesterday to report change and today spent 3 hours on call to pip finally got through to be told that the esa people had already told the pip people hope this helps
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    After waiting 15 mins the call was ended before I could speak. Disgusting.
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I have tried numerous times and each time I get to the stage of being on hold to wait for a 'human' response, the call is disconnected.  Extremely frustrating!!!!! I haven't received my review form, so my payments will cease if said form is not returned by their due date, but I just can't get through to tell them I haven't had it!!!!
    • Thank you for your comment. Comments are moderated before being published.
      · 7 months ago
      @Donna Have you managed to get hold of anyone yet about this? I’m in the same boat and struggling to get in contact with them. 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I have been trying for 6 hours on and off to get through, either online for over an hour then cut off or disconnected within minutes of being put on hold.
    This  is absolutely appalling and very stressful for all those trying to get through.

  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Called for an update on my Mandatory review, took 18 minutes to get through and was advised letter was put in the post on 19/03, then asked for a copy of my PA4, for which she advised need to call the enquiry line, advised i had tried this 3 times on Thursday 28/03 and twice again today but the lines either cuts off or goes to engaged then cust off, so she said i will transfer you over, message then engaged tone ad line cuts off, how on earth are we expected to talk to some one ????
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Helping a friend with his review as the letter apparently written 11/3 only arrived 27/3. Callled 4 times, first 3 calls ended with a busy signal at around 5 minutes each. 
    4th call ended at 52:46 but I got through! Extended his date by 2 weeks so fingers crossed. The plethora of numbers you have to type in is insane when you have to repeat them all again to the person who answers the call. 
    The man I spoke with was at least kind enough to apologise for the wait. Good luck to you all! 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Been trying to ring since Wednesday last week, can’t get past the automated service just cuts me off even thought I chose the option to carry on the speak to an advisor 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    12.30pm 2/4/2024. Tried phoning twice, taken through voice recognition system the first time, at the end told to hang up after pressing 1 to speak to an advisor. Second time advisor ringtone heard but I was cut off.
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I’m puzzled about the ‘select option 2 if you wish to end this call’. Why not just hang up?
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Chose 1, 5, then 3, waited as I was told to as I’m calling them to request a new letter as I’ve lost mine, it kept going on about a how your disability affects you form (which my enquiry is nothing to do with) then automatically ended the call 3 times? There seems to be literally no way to get through to them but I urgently need a letter
    • Thank you for your comment. Comments are moderated before being published.
      · 7 months ago
      @Effy I can't get through on a simple yes/no system for my specific enquiry either. A lot of time is wasted listening to information and optiins about completely unrelated topics.

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