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.
    Julie Middleton · 5 days ago
    Got a text saying that you have sent me a form still not received the form and my illnesses are getting worse now I am already on low pip only please send me a form again

  • Thank you for your comment. Comments are moderated before being published.
    MrAd · 6 days ago
    I applied in December 2023, after been told I'd get my form, I had to chase 3 times before someone else told me they haven't sent the form yet cos they needed ID copy. which they should have told me to begin with. 
    After waiting for another month I got my PIP form, filled, signed and sent it off, it's now been over a month and I haven't received an update.

    Because I'm not in the UK for medical reasons, and I won't be back for at least another month, I've called the number they've given for abroad calls, but they say they won't help me because that number is only for new claims, not ongoing claims. The regular 0800 number won't work from my current location and I have no other way to contact them and ask about my claim. I don't know if I've received letters and they won't give me an email contact to get in touch with.
    Absolutely shameful
  • Thank you for your comment. Comments are moderated before being published.
    Chris · 7 days ago
    It’s really bad. I applied for PIP via the phone line  on the 29 th February. Said they would send out PIP2 form and should get it in 1-2 weeks. Still hasn’t come almost 3 weeks now. I was concerned as they  said I had 4 weeks to fill it in and get it back. So I phoned Monday to see where it was. 49 minutes wait. Spoke to someone who then said as I was marked on the system as having a severe mental illness I can return it at my leisure. Wasn’t told this when phoning first time and looking this up I am sceptical that this is actually true. Although zero I can do about it so will just have to hope it comes soon and in the meantime I’ve been getting the paperwork and writing my answers down and will just attach to the form. It’s very stressful hanging on for nearly an hour for a simple enquiry. Every time it went from music to voice  I was thinking they will answer now but nope just a repeat of the you're waiting blah, blah,blah. Then when someone does answer makes you jump as so hypnotised by the monotony of the previous hour. 
  • Thank you for your comment. Comments are moderated before being published.
    Mary · 8 days ago
    Tryling PIP helpline all afternoon, Tuesday 19 March 2024 and getting "this number is temporarily unavailable"
  • Thank you for your comment. Comments are moderated before being published.
    Jerina · 12 days ago
    I tried the ESA but keep getting forwarded to some where else and then the number ends the call...not once did any of the questions relate to my query. 

    Its becoming stress full because i need some answers for my qustions

    But just booted of the line
  • Thank you for your comment. Comments are moderated before being published.
    Rayo · 14 days ago
    Just now called pip and got through to the last question when the line cut off at exactly 5pm. No warning, just an ended call. It's like institutional rudeness, apart from anything else!
  • Thank you for your comment. Comments are moderated before being published.
    Ian · 14 days ago
    Waited 20 mins then disconnected 
  • Thank you for your comment. Comments are moderated before being published.
    Lorraine Bennett · 15 days ago
    Been waiting for a form for twelve days and still haven’t received one. Getting worried now because I can’t get through to them.
  • Thank you for your comment. Comments are moderated before being published.
    J Cast · 16 days ago
    I keep hearing press 1,2, or 3 about six times. I want to find out what stage my claim is at. I just get cut off every time!! 😔😔😔😔😔
  • Thank you for your comment. Comments are moderated before being published.
    MsBasset · 16 days ago
    Rang last week for P4A form. Took 50 minutes to answer.  No form, so told to ring today (Monday) still waiting  for an answer 40+ and still counting. 🙄
    This line is filled with questions at the start…. It should be much simpler than this.  Only consolation is the music is not the worst I’ve encountered.  
    Every time I hear a click I think Oh! This is it I’m through. No, it’s that drone of “thank you for waiting, we know you’re waiting”. 
  • Thank you for your comment. Comments are moderated before being published.
    Jane · 22 days ago
    Phoned today to tell them I have moved house (no way to do this online!) and was kept waiting for over an hour. Had to take time off work to do a simple thing like update my address - I thought they wanted disabled people to work???
  • Thank you for your comment. Comments are moderated before being published.
    GG · 23 days ago
    Called today regarding an address change, called at 12:15, was on hold for around 27 minutes, spoke to someone who though wasn't necassarily enthusiastic, perfectly helpful enough getting what I needed dealt with, all done in 30 minutes, looking through the comments it appears I've been very lucky!
  • Thank you for your comment. Comments are moderated before being published.
    Siobhan · 27 days ago
    Been on hold 40 minutes and 30 seconds and they still haven't answered (on a Thursday afternoon). I only want a copy of my statement of entitlement dated within the last year as my bus pass expired and I need the letter as proof. I can't request it online like I can with other benefits. This is very poor.
  • Thank you for your comment. Comments are moderated before being published.
    Miss Sharon Trenholme · 29 days ago
    Can't remember my payment date 
  • Thank you for your comment. Comments are moderated before being published.
    leeemerick · 29 days ago
    Called Tuesday 27th Feb. Took 29 minutes (8 minutes consisted of menus and confirming my identity before joining the que). Requested medical assessment report. Placed on hold for 4 minutes then agent returned and confirmed it would be posted. Advised to expect delivery in 7 to 10 working days.
  • Thank you for your comment. Comments are moderated before being published.
    Ta · 29 days ago
    This line is. Awaste of time they just use it to expire your time and your energy and also you credit so you carmt ring again 
    What aterible experience it is 
  • Thank you for your comment. Comments are moderated before being published.
    N · 1 months ago
    Waited 40+ minutes and then got told that the phone service isn’t working after the annoying jingle had been playing - such a low blow yet again, it isn’t the first time and probably won’t be the last. I suppose I will try the same number again tomorrow.. not that I look forward to.
  • Thank you for your comment. Comments are moderated before being published.
    Helen · 1 months ago
    34 minutes into call it disconnected and now I can’t get through and they have made no attempt to call back.
  • Thank you for your comment. Comments are moderated before being published.
    Steve · 1 months ago
    Do you have to speak to real person when you ring the automated line 
    • Thank you for your comment. Comments are moderated before being published.
      Rayo · 14 days ago
      @Steve you have to wait for all the initial automated questions then you get through to a person. In my case the line cut off at exactly 5pm so this should be taken into account.
  • Thank you for your comment. Comments are moderated before being published.
    Carl baker · 1 months ago
    I have been on hold and cut off from the pip helpline 6 times in the last 3 hours and I only want to let them know that I haven't received my review form yet like the text thay have sent me has asked me too. I suffer from severe anxiety.calling this number and being ignored is sending my anxiety through the roof . I can't cope with it 

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