Waiting times for employment and support allowance (ESA) enquiries have rocketed over the last five years, and may actually be much worse than the DWP admits. We would like to hear from Benefits and Work readers about their experiences of trying to get through to the DWP on the phone.

In a written parliamentary answer this week, the government revealed that waiting times for an answer to an ESA enquiry had risen from an average of 1 minute 25 seconds in 2013-2014 to an average of 13 minutes and one second in 2017-2018.

However, the time does not include time spent having to listen to messages before being placed in a queue or the waiting times of callers who eventually gave up. The first of these would clearly increase the waiting times and the second may well have done.

No details were given of the percentage of callers who abandoned their attempts after a lengthy wait or how long that wait was.

In relation to PIP, the wait times over the same period have increased from 2 minutes and 5 seconds to 4 minutes and 11 seconds.

The figures didn’t cover the universal credit helpline.

We’d like to hear from readers about their experience of trying to get through to the DWP on the phone. Not just how long you had to wait but also whether you actually got an answer to your query when you finally got through or whether you were simply placed on hold or even cut off, as some people have reported.

You can read the full figures on the parliament website.

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  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    I've been on hold to pip for over an hour. I had to give up.

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    · 1 years ago
    14 hours over the last week waiting but no answer. Done quite deliberately to make legitimate claimants go away. An old trick used in many communist countries years ago. They make you wait so long playing a tune that is irritating and a repeated message every 20 seconds so eventually you go away and go online where you are unable to do the thing you called for unless it fits their boxes. UK Government has used this tactic with great success for many years now and have lengthened the waiting times even more which gets rid of more and more people.  The answer is to play them at their own game and instead send them letters. Not just one but at least a dozen covering each individual aspect you want them to deal with over and over again to different departments. That way they will look carefully and be forced to answer as you hold the evidence of posting with your copies. Always tell them you have kept a copy as proof. Waste as much of their time as you can same as they waste yours and they might realise that answering a short call swiftly is faster and better than dealing with and processing millions of letters.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Spent 1 hour 5 mins yesterday gave up.. today as we speak 41 minutes.. gonna give up again.. absolutely ridiculous having to wait this long
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Ive been on the phone to esa for 2 hours 
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    · 1 years ago
    On hold to esa and have been for over a hour and still not getting throu this is bad maybe if they communicate with people by updated letters people wouldn't need to call and be left wasting half a day on hold 
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    · 1 years ago
    Currently waiting on esa helpline 1hour 26 minutes and counting 
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    · 1 years ago
    Have tried 3 times 2 get in touch with ESA first time 50mins, second time 35mins and third time 45mins this is in 1 day so I gave up
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    · 1 years ago
    Spent 54 minutes on the phone and when I got through I was told the adviser didn't know the answer to my query and that someone from the benefit team would definitely ring me back on Friday. needless to say no call back received!!! Been on the phone over 90 minutes today [friday] finally gave up. the continually repeated message to go on the website is extremely annoying to say the least!!!
    As an ex Jobcentre manager I find the level of service appalling - It would probably be easier to get a call through to Jo Biden than it is to get the answer to a very simple question,

    can only repeat the prior comments about holding number or an estimate of the waiting time.. will be taking the matter up with my MP..
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    been call esa for nearl 10 days and each time called having to wait 2 hurs a time for the call to be abnswered 
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    · 1 years ago
    Two ESA payments now missed. Would be so relieved to find out WHY? Held on the line for 1 hr 10mins (on 1st Feb 2023). Then gave up. There should be a "queue holding number" given, so you know whether to stay on or not! This is despairing, you worry to put phone down in case your turn is coming up! This is inhuman. A queue number keeps you informed, it's then your own decision to wait or not.  Are there not enough staff in the DWP?  
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    · 1 years ago
    Currently on hold been over an hour, last time it was nearly 2hours, could cry
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      · 1 years ago
      @Katie hi the same is happening to me ive been on the phone now for 2 hours
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Iv been waiting for over an hour an 30mins. Not a very efficient waiting time really.
  • Thank you for your comment. Comments are moderated before being published.
    · 1 years ago
    Been waiting to talk to ESA 1hour and 20 minutes. I don’t know if I should just continue to wait of give up? Is there any other way to contact them?
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    · 1 years ago
    50 mins for 3 days in a row and still no answer that say to let them know u need more time but u can't spk to anyone this is terrible I've been trying like I say 3 days and 2/3 times aday 
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    · 1 years ago
    Waiting for 45 minutes and still waiting ☹️
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    Called 3 times today and been on hold for a min of 45mins each time, and then it keeps getting disconnected. Tried last week and was exactly the same took several phone calls from 10.30-16.30 to eventually get though to them. 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    1 hr 15 and still waiting. Disgusting
  • Thank you for your comment. Comments are moderated before being published.
    · 2 years ago
    54 minutes and counting on hold to PIP option 6
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    · 2 years ago
    Currently 1hr an 10 minutes!
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    · 2 years ago
    Currently 45 minutes will update when I get answered lol 

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