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 days ago
    Currently been waiting for half an hour. Need to get in touch as my circumstances have changed and i don't fancy getting a nice hefty fine! 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 days ago
    Called at 0930 on Thursday 19th December, chose option one (English), then option one (checking status of new PIP claim), and my call was answered immediately. I was put through to a case worker and only had to wait about 30 seconds for him to answer. I’m still stunned by my luck.
  • Thank you for your comment. Comments are moderated before being published.
    · 12 days ago
    I called today at 10.07am and after going through security and being on hold for 20 mins got cut off before speaking to anyone. Exactly the same at11am and just before noon. At wits end. 
  • Thank you for your comment. Comments are moderated before being published.
    · 16 days ago
    Pip is due today and it’s not come thru been on hold for over a hour
  • Thank you for your comment. Comments are moderated before being published.
    · 19 days ago
    Spent 25 minutes on hold, was given a different phone number to call, the number is not valid
  • Thank you for your comment. Comments are moderated before being published.
    · 24 days ago
    Tried for 45 mins today at 10.15am.  Gave up.  Tried yesterday - waited 54 mins before giving up.  Just want to inform them mum's out of hospital so they can restart her benefit.
  • Thank you for your comment. Comments are moderated before being published.
    · 26 days ago
    I was on hold for 50 mins last week trying to get a copy of my medical assessment report, it arrived today.
  • Thank you for your comment. Comments are moderated before being published.
    · 26 days ago
    Been trying to call since 9am this morning. Was on hold for an hour at 9 call got disconnected. Tried again at 12, same thing happened. Again at 2, this time it stopped ringing completely and wouldn’t connected me. Same thing happened at 4. Tried again at 4:45 and managed to at least get through the automated message. Spent 30 mins on hold and then was told the line was unavailable. A joke. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Maybe I was lucky because I managed to get through to James within 5-10 minutes, this was at 11-30 on a Friday
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Started new PIP claim today. Person on phone didn't understand my answers, so put them in wrong. Said I should phone enqury line to put it right. On there for an hr now and still no answer. Why is there no email for correspondence??
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I’m currently waiting on the phone for it to be answered. I’ve been waiting 43 minutes so far. It’s Tuesday afternoon 15:30 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Been waiting for 2 and a half hours so far and still no pick up 

    It seems pip is having a hard time to do anything I am over 5 days late to be paid I have had no letter or text to say im under review or anything like that and every month Untill this month has been fine the automatic system telling me my date told me its 10th of November my next payment well hello its now the 19 and still no payment so tryna get through to a human and have waited 2 and a half hours and still no answer as of yet
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Phoned today call was cut off after about an hour of waiting. Now trying again.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    2 hours on the phone to them no reply my phone went flat had to charge it .   no help at all
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Phoned today at 1pm, first 2 calls were disconnected before i had the chance to get into the queue.  In the queue for approx. 40 minutes before i had to go due to prior commitments.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Ridiculous, "report any change in circumstances immediately". It would help if you could get through over the phone. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    1 hour on the phone and still not been answered it’s a joke
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I'm trying to cancel a claim I made yesterday but now changed my mind and can't get through to anyone to cancel it. Making me very anxious as don't want anything to go through
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Extremely long call waiting times. With the possibility of you giving up rather than waiting for an answer.  Its awful. 
    Sometimes the query isn't necessarily a long call need to make quick queries more accessible 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Because I don’t deserve the help

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