Claimants are waiting over half an hour, on average, for PIP and DLA helpline calls to be answered, DWP minister Tom Pursglove admitted in a written parliamentary answer last week. But the minister now needs to come clean about how many callers never get an answer at all, because they are deliberately disconnected using a practice the department refers to as ‘call-blocking’.

Labour MP Beth Winter asked about waiting times for calls last month.

The response from the minister for disabled people was that the average waiting times for the PIP, DLA and AA telephone enquiry lines for the month of March 2023 were:

PIP - 37 minutes

DLA - 33.5 minutes

DLA65+ - 6 minutes

AA – 2 minutes

Clearly average waiting times of over half an hour for PIP and DLA are absolutely unacceptable, although many people who contact us have waited much longer without getting an answer at all.

But Pursglove’s response hides much more than it reveals. Because we also need to know about the number and proportion of calls that don’t get answered.

This would include claimants who hang up after waiting often for an hour or more.

And, crucially, it would include callers who are being deliberately and repeatedly cut-off by the DWP.

Back in March of this year a parliamentary question was asked about waiting times for the DWP Future Pension Centre. Call volumes had increased ten-fold as people tried to check their national insurance contribution record before a deadline.

The answer revealed that in March 443,000 calls out of a total of 517,00 had been blocked by the DWP - almost nine in ten callers. The practice is known by the DWP as ‘call-blocking’ and means that the DWP does not allow the call to enter the call waiting queue because there are too many people in it already. Instead, the line simply gets cut-off.

This sounds very similar to what has been happening to many callers to the PIP helpline, who report being repeatedly cut-off:

“Received PiP review form but my partner who it relates to is unwell in bed for last 3 days. Time scale for return quite short. Rang to get extension today. Keep getting cut off. Must have tried 10 times.”

 “Been trying for Weeks to get through to change bank account details and it cuts off as soon as you go through all the automated talk. Three weeks ago got through the talk on the 'make a new claim' section only to hold for an hour and a half. I gave up without speaking to someone.”

 “Ridiculous wait times, been trying to phone for 4 days now and each time it either cuts me off during asking for my details, or there is an hour 30 wait time and it cuts off. Only need to ask for an extension to my date as the forms only just arrived giving me 7 working days to reply back. I can't even get an appointment with CAB in the next 2 weeks, let alone my doctors to request supporting documentation and they give 7 working days?”

 In his written answer, the minister’s explanation for the long waiting times was:

“We are currently experiencing higher than forecast call volumes to the PIP and DLA telephony enquiry lines. We have recruited additional staff onto our telephony teams and have on-going recruitment to further increase resources.”

But, without knowing how many staff are being recruited and how many staff are already in post it is impossible to tell whether the extra staff are likely to make any real difference.

So, it’s good news that MPs have begun raising the issue of DWP call handling with ministers, but there are a lot more questions that need to be asked.

Benefits and Work members might want to consider asking their MP if they would be willing to ask one of them.

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  • Thank you for your comment. Comments are moderated before being published.
    Ralph · 3 days ago
    Asked to call dwp re.esa today 4hour and 15mins and still waiting 
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    Chris · 3 days ago
    Called 0800 731 0469 to report a change of circumstances...still waiting after 45 minutes...useless department needs a red poker shoved somewhere. 
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    Emma · 22 days ago
    Currently on hold today for over an hour, after attempting yesterday and failing. My son's disability claim can only include motor issues once he turned 5. I sent it off 4 months ago for update and not heard anything. Worried they have not got it at all or lost it, like they did for some of his previous forms. I have no faith in disability living allowance, its frustrating how no one has had an easy time with them. 
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    Jen · 22 days ago
    Waited 43 minutes this morning in the line before the call was disconnected without me being able to speak to a representative. I only called to request more time to return PIP review form, the pack only arrived yesterday and has to be returned within 7 days! 
    The DWP is utterly incompetent and should be replaced by the new incoming Labour government ASAP.
    The current government have launched an onslaught of neglect and harassment of disabled children and adults in the U.K. Horrendous.
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    Jess Green · 24 days ago
    Currently 64 minutes waiting to report a change if circumstances to a dla claim. What an absolute joke this country is 
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    Rose · 26 days ago
    Call waiting times to esa still horrendous, called yesterday, 1 hour 22 mins later still no further forward, was told that he could do changes over the phone, even though the letter clearly stated I could ring them or fill the form in, it would of been quicker to of filled the form in and hand deliver it! A waste of my time ring, as I was in a queue to speak to an adviser for over an hour, to be told no can do!
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    Vicki · 27 days ago
    50mins so far today and still on hold. Managed to walk the dog while waiting. 

    Been trying to get through for 8 weeks now.  They've sent me a letter saying they are making changes based on what I've sent them but I've not sent them anything. 

    Stress caused by not answering calls and how many disabled people or carers are able to sit on hold for hours and listen to the absolutely dreadful hold music. It's giving me a migraine just having to hear it....
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    Siobhan · 28 days ago
    I'm currently on hold 38minutes. so far. Don't think they'll answer my call after reading these comments. 
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    Doreen Matthews · 1 months ago
    I used my work phone and let it run, called at 1600 on Monday and was still going 0930 Tuesday morning. That's 17.5 hours on hold. I gave up in the end as I believe this just plays a permanently recorded theme where nobody is even trying to answer. Its all a spoof.
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    Stw · 1 months ago
    I've been trying to get through to dla for over a month I've rung every single day I either get cut off before it rings or I'm hold for an hour, only ONCE in a whole month of ringing daily did I get through she said hello, I can't hear you and cut me off within 10 seconds. Currently on the phone to them now, been on hold for 41 minutes 
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    Rich · 1 months ago
    I was just cut off while I was talking
     To a lady after 41 mins. The call just ended, I wasn’t holding my phone it was on loud speaker so the only answer is the call handler just hung up on me 
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    Jane · 1 months ago
    Been on hold for one hour and 10 minutes to then be told they can’t answer my call and hang up. Phone lines are now closed, absolutely not ok. I am so angry. Just googled making a complaint and cannot believe that you have to call them first to make the complaint- what is that about 

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    Paul Jefferson · 1 months ago
    Ringing Attendance Allowance line goes through automatic directing then when "waiting for next operative" disconnects the call .. five times so far ...not happy. 
  • Thank you for your comment. Comments are moderated before being published.
    Jen · 1 months ago
    An hour and 20 minutes on hold with DWP so far, came online to see average waiting times, fourth time I've tried to get through with no luck so far!
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    Duncan · 1 months ago
    been on hold for an hour now, listening to the double repeated messages. Would be nice if it said what number I was in the Q.
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    Mr mayn · 1 months ago
    There's something desperate going on no answer 
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    Anna · 1 months ago
    On hold now. 1 hour 10 minutes. Still waiting to get through all because they texted me to call. I dont even know what they want.
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    E · 1 months ago
    Trying to get through to DLA for a week now. No-one ever answers. Tried all different times, just in case it's particularly busy in the morning/afternoon etc- still no luck. Was loking to see if any petitions were ever made about this.
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    J · 1 months ago
    This is the first time I have ever claimed benefits and dealt with DWP. So far, I have had 3 phone calls totalling 1 hour every time I am disconnected without speaking to someone.
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    Tedious · 1 months ago
    Currently on hold for 1 hour 2 minutes , just need to change address on the DLA form for my son 
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