Which DWP number are you struggling to get through on?  Benefits and Work wants to find out more about which numbers have the longest wait times and also whether things improve with the introduction of ‘almost human’ AI chatbots answering calls.

Back in February, the DWP announced it was introducing Conversational Platform software to answer telephone calls.  The DWP described the voices claimants would hear as ‘almost human’.

Perhaps not coincidentally, the following month the DWP announced that it was closing 41 offices and that some staff would be redeployed to different roles.  The jobs affected are ‘back of house’ such as staff who answer telephones.

It may well be the case that wait times fall as a result of the introduction of AI.  But it’s also possible that the actual responses callers get will be of little help because they are simply talking to sophisticated FAQ software which can only give pre-programmed responses and can’t deal with follow-up questions.

As a first step we need to find out which are the numbers that you struggle with most and is it solely that no-one answers or do you get unhelpful responses, get cut-off before you’ve finished, get offers to call you back that never happen or get answers that are just plain wrong.

And do you know if you are talking to a human?

Some of the most likely suspects are:

Universal Credit helpline

Telephone: 0800 328 5644

PIP enquiry line

Telephone: 0800 121 4433

Jobcentre Plus for ESA change of circumstances

Telephone: 0800 169 0310

But there may be other numbers related to the benefits we deal with that are a problem for you.    Please let us know your experiences in the comments section below.

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.

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    Today 23 apr 25
    On 57+ minutes this morning before hznging up.
    This afternoon im at 1hr+ still no reply. Based on this i doubt theie is anyone answering this today.
  • Thank you for your comment. Comments are moderated before being published.
    · 2 days ago
    DLA NI line cuts out at the same word at the start of the choices menu. 3 times in a row.
    I have not been sent out a form and the clock is running down on the time limit
  • Thank you for your comment. Comments are moderated before being published.
    · 2 days ago
    Contact to DWP may be compromised with call diversion going to private businesses, right now I'm waiting for an unverifiable DWP visting service to arrive which I won't be answering, since the details don't match how mine are formatted, it's a real problem especially because being told a claim is under review, which is not until 2030 and holding payments in an a coersive act solely to make a change in circumstances to health conditions and not through formal procedures. 

  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    (My prev comment):
    Makes 'Mockery' of ALL Governments say....! & causing unnecessary pain.. for poor people! ;/
    I dont believe in any Cons or Labour Mps anymore.... ;/

  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    May 2025. I been trying to talk to a Human' for last week!! about 2 txts got...
    which ever no. ring - no one is answering the phone! spent over 45mins on 1 call!
    Government make anncouments recently about getting persons back 2 work!! this now ringing DWP is laughable, along with Government accouncments! Is this going be sorted out now - now for poss desperate persons!
  • Thank you for your comment. Comments are moderated before being published.
    · 10 days ago
    My Mother has had tax taken from her P.I.P payment. She is 91 and has impaired vision. She waited 45 minutes on the phone. When someone took her call they asked for her N.I number then just hung up.Are the government targeting old people to pay tax which is not due?  I think they would engage in this corrupt activity.
  • Thank you for your comment. Comments are moderated before being published.
    · 10 days ago
    I have been trying to contact the jobcentre plus for ESA number, 08001690310 but I'm having no luck getting through to them. I was on for just over an hour earlier and currently on hold for 57 minutes. Automated voice saying they will put me through as soon as they can. Shouldn't be waiting this long to speak to someone 
  • Thank you for your comment. Comments are moderated before being published.
    · 16 days ago
    Jobcentre plus for ESA, on 08001690310 are not answering their phone ,three for your and half
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Been trying to get through to pip. What an absolute joke this is. No other company would get away with its treatment of disabled ppl and there is no help elsewhere. 2 hour wait on phone. Cut off the second time after 40 and then in queue again. This is making me so ill. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    worst place to call been trying to call for 7 days for a hour a day it’s a joke 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I've been trying to get through to DWP for 3 hours trying various numbers.   I only want to change some details.   Sooo annoying
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I need to speak to DWP re PIP at the moment in relation to my cousin for whom I have Deputyship.  I wrote to them on 31 January and still haven't had a reply!  I have enough paperwork and phone calls to do for two cousins, plus their parents with dementia, whilst still working, without having to stay on the phone for an hour or so and then getting cut off!  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I called (0800 169 0310) on Monday 24/02/25 for 58 minutes with no response and again on Tuesday 25/02/25 for 40 minutes no response. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Jobcentre Plus line  0800 169 0310
    I am told I will be put through to someone but the line goes silent and then is cut off. So far I have called 5 times and the same thing happens each time. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I phoned 0800 169 0310 yesterday and waited 1 hour and 38 minutes before giving up. I have asperges syndrome and the length of time waiting without an answer really stressed me out.

    I try do to the correct thing and update them however they make it impossible to actually get through to them.......very poor service 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    Been on hold 0800 169 0310 for two hours, finally gave up at 6pm as clearly no one is going to speak to me. In reference to an ESA claim
    • Thank you for your comment. Comments are moderated before being published.
      · 2 months ago
      @Vicky Nearly 3 hours on and off yesterday cut off after 60 minutes 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    have tried four days running some one is using my address to claim benefits i live alone am of pension age who do i phone 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    Waiting 1 hour now.......
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    I have been trying to speak to someone regarding PIP first call over 51minutes thought this has got to be a joke so I hung up and called again. I have now been on over 48 minutes still nothing why on earth is there no one answering???

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