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

Write comments...
or post as a guest
People in conversation:
Loading comment... The comment will be refreshed after 00:00.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 hours ago
    Been on hold with dwp for over 2 hours trying to get my benefits stopped as I’m starting work can’t get through to them what can I do …? 



  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    Absolutely disgraceful. Still on hold, 1hr 54 minutes so far and still waiting an answer. Had to plug in charger so cant even move about while waiting,
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    Tina Stiff
    The  line keeps dropping on the 0800 169 l0310 line for ESA I have been trying for two days now very frustrated 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    I've tried 4 times at different times of the day 08001690310 ranging from 1.5 hours to almost 2 hours and then when someone finally answered their voice was corrupted and they hung up! It's a joke
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    Can’t get to a human on the ESA line ending 0310 and I think they are paying my money into a wrong account as I’m not receiving it!
  • Thank you for your comment. Comments are moderated before being published.
    · 2 days ago
    0800 169 0310
    Over 2 days I have tried to get through- yesterday 5 hours.  Now today I'm currently on hold 1 hour 12 mins  that is over 6 hours in 2 days and I'm only at 11 17am . Then we get told if don't tell of a change we get in trouble- answer us then. I'm going in hospital so on short time line. 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 days ago
    0800 169 0310
  • Thank you for your comment. Comments are moderated before being published.
    · 2 days ago
    Before you can even get as far as being put on hold you have to struggle with the AI assistant that understands literally NOTHING that you say. You are then put on infinite hold with their ghastly, distorted music playing. Every minute or so this "music" is interupted by a recording saying "Thankyou for waiting, etc". Each time the recording interupts you think you are finally going to speak to an agent, but no, no chance! After an hour or so most people will give up. This is all done on purpose of course.

  • Thank you for your comment. Comments are moderated before being published.
    · 3 days ago
    Cannot get through have spent 1.30 minutes on hold. Just want to report a change. This is just awful 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 days ago
    Hi I tried to call the Budget Loan  number in use but it says disconnected and so is  the Employment Support Allowance  number. I got to them last week when I applied for Budget Loan,  
  • Thank you for your comment. Comments are moderated before being published.
    · 6 days ago
    Calling Jobcentre Plus for ESA on Telephone: 0800 169 0310.
    Last 2 days on hold for over 90 minutes
    As I write, I am at 1 hour and 40 minutes.

    No info about number in queue.
    No call back option.
    Just ‘sound torture’ of music and “Thank you for waiting. We know you are waiting and will put you through to an agent as quick as we can.”
    I do NOT expect any response from DWP – my message is just for the record.

    See article dated 11 May 2023 – 2 years ago – NO change!
    https://www.disabilitynewsservice.com/pip-claimants-describe-exhausting-and-stressful-90-minute-waits-on-dwp-phone-line/

    YEA!!! - Answered by polite agent after 1 hour 45 minutes. Luckily I got answers I wanted BUT as I was asking further questions the call got cut at exactly 2 hours.
  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    are these phones manned ?! I received a message to call regarding jsa to be on hold 60 mins then the call hangs up ! called several times even from 8am still no answer ! why don't they call you if they can send a text surely they can call instead off texting ! 
  • Thank you for your comment. Comments are moderated before being published.
    · 20 days ago
    Can't get through to DWP number I have tryed lots of times but can't get to them the number is 0800 023 2635 
  • Thank you for your comment. Comments are moderated before being published.
    · 23 days ago
    I have been waiting to get through to report an ESA change for 1 hour 55 minutes and counting!!!!! A message keeps thanking me for waiting and they will put me through ASAP to an agent!!! It is now 17.38....I can't even find out anywhere online what their opening hours are.....disgrace !!!
  • Thank you for your comment. Comments are moderated before being published.
    · 24 days ago
    I have struggled to get through on any of the DWP numbers & only keep be redirected to a business, the benefit PIP Enquiry line 0800 121 4433 number redirects to a private business which is a Healthcare provider.
    I am 100% certain that the phone line is not reaching DWP but to a Healthcare provider who are making a deliberate change to circumstances, if you are told to appeal or apply for a mandatory reconsideration with no valid reason then trust your instinct call the PIP enquiry line choose option 5 and answer the questions you will hear a confirmation tone and then it speaks out your payment amount and date.

    I confirmed payments and now 3 months still no payment even with confirmation. My information is being used not legally but coercively, as and when and there is nothing I can do. The people I'm reporting are the people I am reporting to!

    I'm worried about people with severe disabilities, and how individuals who lack capacity shouldn't be facing accessibility problems!
  • Thank you for your comment. Comments are moderated before being published.
    · 27 days ago
    The o8001690310  ESA does anyone work here?? 14 hours over two days I've been phoning still no one how can we report an increase in income when no one answers?? I ended up crying talking to AI drove me crazy 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    all of these numbers keep you on hold from anywhere between 30min to 1 hour and then just hang up on you.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    On hold for half an hour so far to 0800 169310 to advise them about a new job I start on 28th April. UC advised me to tell them on the day but if it takes this long to get through, I don't fancy my chances! If I don't get through today, I don't want to get into trouble for not advising them of my new job due to their lack of staff.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 months ago
      @Kay with UC you can do it via your universal-credit.service.gov.uk/journal at least with them there is options to contact them unlike ESA PIP and DLA
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months 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.
We use cookies

We use cookies on our website. Some of them are essential for the operation of the site, while others help us to improve this site and the user experience (tracking cookies). You can decide for yourself whether you want to allow cookies or not. Please note that if you reject them, you may not be able to use all the functionalities of the site.