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Government figures released this month show that an unacceptable number of PIP and AA telephone calls are left unanswered.

The statistics were revealed in answer to a written parliamentary question.

The official acceptable level of service for DWP telephone lines is that 80% of all calls are answered, according to the government’s own guidelines.

However, the percentage of PIP calls answered dropped to as low 63% in October of last year for PIP and 62% for AA in November.

The figures released by the government for 2020 are:

PIP: August 70.6%, September 70.6%, October 63.3%, November 69.6%, December 69.2%.

AA: August 61.1%, September 60.2%, October 64.4%, November 62%, December 64%

The figures do not say how long those who did get through had to wait on hold before they got an answer.

You can read the full statement on the parliament website.


+1 #1 Bob M 2021-02-09 18:54
An acceptable level of service for all of the department’s telephony lines is defined as 80% of calls answered (a common industry standard). This service level indicates that customers are being quickly connected to team members and getting their problems resolved in a timely manner.

Indicates indeed not my experience as a Welfare Benefits Adviser reguarly have to wait more than an hour before getting through

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