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 months ago
    Omg, how hard can it be to get through to someone. I've tried 4 times now in 2 days grrr I've just read not raking calls today although it was still ringing out.
    Do they reply to emails or not?
    I've got reduced payment, I don't know why?
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Apparently the line is unavailable today!
    • Thank you for your comment. Comments are moderated before being published.
      · 1 months ago
      @Kate I have just posted the same message as I tried to call a few minutes ago 😤
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Trying now since about 13:15. Been cut off twice. On third attempt. The messages don't speak completely through so you constantly think someone is going to pick up as music starts halfway thru the spiel. I know my son would have a meltdown trying to use this system. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I have repeatedly contacted Pip, waiting hours in a queue, sometimes getting disconnected. They send me letter after letter requesting details I have already given them.  There appears to be no joined up thinking in their service, if you gat annoyed at incompetence they disconnect you.  I need them to process my very ill wife's claim but after 12 WEEKS they still haven't processed her claim.  I have told them promptly of every change and admission to hospital.  The system is unfit for purpose and needs a ground up redesign.
    • Thank you for your comment. Comments are moderated before being published.
      · 1 months ago
      @Richard 49 minutes on hold now, 4th time of trying to call this week 🥲
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    My first time calling the PIP helpline, Mon7th Oct at 9am. After going through all the auto message, my call was answered almost immediately.  I spoke with a total of 3 agents, being asked to be on hold for a short time before being connected to the next. The 3rd agent needed to investigate my issue more, but phoned back in less than ten minutes, with my query fully resolved. I was on the phone for 40 minutes, but I felt this was productive, and I finished feeling very pleased with the service.  
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    OK so at 1hour 52 minster & 13 secs so near 6.30pm ish finally got a message saying not available at this time & cut me off...complete joke & it's no wonder your stressed out by time they answer especially if stressed or anxious ref
  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    On Tuesday 01 October waited for over 1 hour & half until 6.30pm with same message saying "know you are waiting etc" iving in hope someone will answer or why keep playing same message after 5 saying this if close phone line at this time?? 
    Starting think it'll keep saying this until midnight if stay on phone for that long to be honest, but also have a life you know DWP..
    Terrible customer service & they say waiting times are less haha Yeh right!!! 
    Tempted stay on see how long or when cut me off now..
    • Thank you for your comment. Comments are moderated before being published.
      · 2 months ago
      @Jay Did u get through at all been on hold for almost an hour now 

      Jen

  • Thank you for your comment. Comments are moderated before being published.
    · 2 months ago
    I have tried on various days and various times to get hold of DWP. Today it has been 2h45m I still have nothing to show for it. The line keeps getting cut and the I have to start from scratch AGAIN!!!!!
    Why can they not call you back????
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    I got through in 25mins, first time today!  Was astonished, after reading all these comments and settling in for a long few hours. And when I did get through the lady was amazing, extremely hepful and sorted out an extension to my pip, which has been in the never ending review pile since January, apparently untouched. (!)   She was so helpful, and compassionate. Was starting to wonder if I'd called the wrong number, honestly.   Am honestly so thrilled that the weight of worry has been lifted that Im going to write a thank you letter to the lady concerned.   Honestly still a bit shocked. But there is some hope, folks. :)
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    Phoned several times and I'm yet to get through, waited half an hour each time before I gave up because I can only phone when I'm at work, the service is appalling but it's like everywhere else since Covid
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    1 hr 45 min ahhhhhhh
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    I have been on the phone since 4 this afternoon. It is now 4 50 and still no one has answered!!!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    I was on hold for over half an hour to change address, someone answered then hung up. Now I'm back on hold. 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    Someone named Charles just hung up on me saying I was rude but I said nothing rude!  On Thursday 22 August at 11.35!
  • Thank you for your comment. Comments are moderated before being published.
    · 3 months ago
    This is awful. O hold over 1/2 an hour just to update details. This is to help disabled people?  I don’t think this helps us. 
  • Thank you for your comment. Comments are moderated before being published.
    · 4 months ago
    I desperately needed an extension on filling out my form due to health problems and waiting for hospital and other medical evidence. Unfortunately I’m now sick with covid and I’ve spent 2 hours at 9am, 11:30 and 1pm trying to call pip through 3 separate calls only to be cut off. Today at 2:30 I 
  • Thank you for your comment. Comments are moderated before being published.
    · 4 months ago
    Called the number @ 12 mid day today tuesday only to be cut off three times.. Just wanted to inform about voluntary role I have taken and theraputic stuff. 
  • Thank you for your comment. Comments are moderated before being published.
    · 4 months ago
    Waited 50minutes. Only just got through now to be put on hold again. I had to speak to a robotic voice to relay my ID details prior to being placed on hold. It’s a truly disgusting system to have won a gruelling tribunal appeal and then being left in the dark for when I would receive back dated payment etc. 
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    Waited half hour then just hung up on me
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    I was deliberately disconnected as there is no other explanation, i waited for a very long time eventually got through to an advisor to talk about my concerns and after about 1 minute the phone of talking with advisor the phone went dead, now I am in the queue waiting all over again for someone who knew all my details and could have rung me back immediately instead of me having to go through the very long queue all over again.

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