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.
    · 12 hours ago
    I telefone the pip helpline at 10.29 and waited for 33 Minuits I had sent the pip claim form on the 20.08.2025 and had asked if they recived the pip form. The call agent said that it had been recived the day before I had Telefoned the pip helpline the day before and the call agent said that the pip claim form had not arrived. I asked for confirmation of SMS for the second part of pip completed. The call agent said it is sent from yesterday I do not have SMS from pip and it is  now a day later. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    3pm Friday afternoon, selected 1 and then 5 to request review extension. Review due back 31st August but on 28th received a letter suggesting I already had a 2 week extension that I had not requested. On hold over an hour, answered at 1 hour 2 minutes by Nicola who was very helpful. She thought I had been given an automatic extension .... maybe as the original form was posted late as it took 2 weeks to arrive at my house. She put me through to a case manager and an extension was given to 29th September.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    I just waited 39 minutes to talk to someone. Because we're not allowed to check things or do them online! No wonder they have a warning about being kind and respectful 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 days ago
    Been phoning for over two weeks and have still not been able to speak to a person for any longer than a few seconds...They cut the call everytime! 58 minutes seems to be the time that a person will answer the phone before they start the chat and then they just cut you off.
  • Thank you for your comment. Comments are moderated before being published.
    · 4 days ago
    Have been waiting for over 50 minutes, this has to be the worst governmental department to contact, quick when you do something wrong, expecting excuses if or when I get through.
  • Thank you for your comment. Comments are moderated before being published.
    · 8 days ago
    Poor. Couldn't (or wouldn't verify my daughter's identity as I needed to prompt her with an answer (I filled in the form on her behalf as she needed support to apply). Not very inclusive.  
  • Thank you for your comment. Comments are moderated before being published.
    · 9 days ago
    Rang 21st August 2025 at 12.33 and they answered at 13.00,  so only 27 minutes waiting. The lady was polite, helpfull and professional. So a good experience all round.
  • Thank you for your comment. Comments are moderated before being published.
    · 11 days ago
    I waited, they answered, coughed and hung up on me. 
  • Thank you for your comment. Comments are moderated before being published.
    · 15 days ago
    This is hugely disappointing to say the least, I have been trying to contact this above phone number to speak about my PIP review forms as they need to be sent back tomorrow and I need to ask for an extension. I have spent hours yesterday and today trying to get through their AI talkback or chatback etc, and I get maybe ten minutes in and out of the blue keep cutting me off so I have no option but to start again it’s ridiculous.
    I am becoming more anxious and distressed thinking of why they are doing this to me, making it almost impossible for me to succeed getting an extension date to allow me more time to fill in the review application form.
    I’m at my wits end and I don’t know what to do, and this is making me more anxious giving me panic attacks with just the thought of penalising or throwing me off my disability benefits makes me physically sick.
  • Thank you for your comment. Comments are moderated before being published.
    · 19 days ago
    I have been trying for two hours to change my bank details because I am having a divorce ! Help Me !

  • Thank you for your comment. Comments are moderated before being published.
    · 23 days ago
    Been hanging on now for almost an hour i only want to change my bank details 
  • Thank you for your comment. Comments are moderated before being published.
    · 24 days ago
    6th august 2025 have rang this number 4x and wasted 2hrs and 35mins of my time today to only be left waiting and cut off. This is the most pathetic helpline I have seen so far no others are unprofessional like this!
  • Thank you for your comment. Comments are moderated before being published.
    · 25 days ago
    Still on the phone after 1 hour 18 mins waiting, quite poor 
  • Thank you for your comment. Comments are moderated before being published.
    · 29 days ago
    Hello my other half who claims pip was supposed to be payed today but yet hasn’t received anything. We have waited over 2 hours and now they have just shut 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    My pip was due on the 25th and it’s still not been paid in yet. Please help cac you help as I don’t want to loose by dog
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    called them today, was on hold an hour to chase up a CIC form that has taken over 4 months to still not be assessed. was given a phone number to call private assessment people. The number was invalid. Not beat pleased
    • Thank you for your comment. Comments are moderated before being published.
      · 21 days ago
      @ben Put a complaint in they will compensate you for the delay.  I only know this because when I first claimed pip. 4 different people rang over a certain time frame asking the same question I got £120 compensation, they wrote to me offering it because I told the 4th caller 3 previous colleagues had rang asking the same question. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    50 minuets so far. Just need a change of circumstances. It’s just awful. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Tuesday afternoon, 3pm. Trying to report a change in circumstances. Have been waiting 40mins so far, just constant loop of hold music. 
    It's extremely stressful and demoralising to be left waiting like this. They know we have to wait to speak to them, so there's no incentive for them to improve the service. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Wednesday afternoon. Called at 2.25pm. Have been on hold for 31mins. Deadline for the form is tomorrow and we need an extension but I have to go back to work now and haven’t managed to eat any lunch due to being on the phone on hold to PIP! 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I'm absolutely stunned. It's 09:30 on a Tuesday morning and after selecting 1 for English and 6 for disagreeing with a decision the phone was answered immediately - there wasn't even any time for the hideous hold music/message. I talked to a lovely lady called Amy who confirmed that they had received my MR letter, but for some reason it hadn't been registered on the system correctly. She sorted that out for me on the spot (I'm glad I rang now). For once, I have no complaints at all about ringing the number.

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