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.
