Many Benefits and Work readers know only too well the misery of spending day after day trying to get through to the DWP on the phone without success. 

There’s more than enough evidence of this in the hundreds of comments below our articles on the subject:

Which DWP number are you struggling to get through on?

0800 121 4433 PIP Enquiry Line

Earlier this month, one of our members contacted us in despair at her inability to communicate with the DWP . 

Jane, (not her real name) a full-time carer had moved house and had tried for three solid months to phone the PIP enquiry line in order to inform them of their change of address.  As she put it, this was something DWP letters told them they must not fail to do ‘on pain of imprisonment’.

Jane made numerous attempts to get through on different days and at different times but without success.  She kept a record of all these attempts. She then sent a registered letter but received no response.

Jane was very concerned not only that she might be accused of failing to declare a change of circumstances, but also that any DWP mail sent to her old address would not be forwarded and their claim might be stopped.

We suggested to Jane that she contact her MP, pointing out just how unfair and distressing such treatment is and would they please contact the DWP themselves as Jane was unable to.

We are quite certain that MPs have their own hotline for the DWP and we know that contacts from MPs are generally treated seriously by the department.

Jane’s MP’s constituency office responded the same day, issuing her with a case number.

A week later, we got an email from Jane saying:

“I’m in shock ! The DWP complaints team have just got back to me and it’s all sorted now. I can’t tell you what a relief that is. I know there’s millions of people struggling with the system at the moment so I really appreciate this, and thank you for the suggestion. Good luck with your work, it’s so necessary.”

It really shouldn’t be so difficult to contact the DWP, especially when you there is a legal requirement for you to do so.

So, we’re suggesting that members consider following Jane’s example.  Keep records of your attempts to contact the DWP and, after you’ve made reasonable attempts to do so, ask your MP’s office to do it for you.

We know that most constituency offices are very busy places and that they deal with a  vast range of problems on behalf of people who are often close to despair.

But we think that the growing impossibility of contacting the DWP not only causes enormous stress and fear, but almost certainly leads to some people losing their benefits and possibly being threatened with legal action.

It’s not an issue that is the subject of campaigns by national charities and the DWP can no doubt produce highly dubious statistics showing how quickly most calls are answered.

So, it really is time that MPs were made aware of how big a problem this has become and that they need to do something about it.

So, if you can’t get through to the DWP, instead of it just being your problem, share it with your MP.

You can find out who your MP is here.

You can then either contact them via the form on the website or Google them to find their constituency office.

We know not all MPs offices will be helpful, so we’d really like to hear from you if you try, or have tried in the past, to get support from your MP in relation to benefits.

Let us know in the comments below.

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    Julian · 1 months ago
    I just got through after 45min wait. Spoke to two very nice people. So don’t despair right away. Keep some hope alive.
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    Daniel · 1 months ago
    Yes I have a dilemma getting though to Dwp 2 and a half hours ringing then a message saying " problems with our line this call is ending!
    I believe its a ploy by the government as they are planning on stopping a lot of pip claims in the near future. 
    Obviously this stressful for disabled people and will have serious consequences in future by perpetuating people's illness and any initial financial saving the government deludes themselves in to believing they will make will pale into insignificance when care homes and hospitals are over whelmed as disabled people struggle to cope unfortunately. 
  • Thank you for your comment. Comments are moderated before being published.
    Ann · 1 months ago
    I’m at hour 2 of on hold. Whilst trying to care for an 8 month old baby. This is absolutely disgraceful. 
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    BRC · 1 months ago
    I gave up trying to contact DWP by phone and so I decided to post them letters, none of which have been answered! Absolutely appalling body to deal with and I am now just about to send my third letter with no expectation it will be answered but hey ho please tell me what else I can do!
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    caroline s · 1 months ago
    I have tried the number for pip and all i get is iglish press 1, then it doesn't acccept 1 and cuts me off 
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    Rosa · 1 months ago
    I have been calling daily for 10 days now, there is no way possible of getting through to them. They automates system says they are paying me 180 in two days but they owe me over 700 pounds from backdated payments they have missed and there is no way of talking to them. They said the 700+ pounds they owe me would have been paid by last friday and I havent seen anything yet. You have to chase them to release the payments the owe you but without picking up the phone is impossible to do so
  • Thank you for your comment. Comments are moderated before being published.
    Louise · 1 months ago
    Absolutely ridiculous trying to talk to someone..waiting for over an hour then it cut off..called back and said closed..I'm now out of date for my claim..therefore will have to start allllllll over again..that's if I can get bloody through..I swear it's done on purpose so people will just give up..well no..not me.
  • Thank you for your comment. Comments are moderated before being published.
    KK · 1 months ago
    This is just totally unbelievable. I lost my job and applied for the New Style ESA. I received a letter telling me I had an interview, but the letter came two days after the date of the interview so no chance to attend. I spent 10 days trying to get through their number  . I called from 9.30 AM to 4.30 PM and just got the hold music. I left the phone on and carried on my life for 10 Days. Then today I received a letter saying I did not attend the interview, so my claim is closed and I can appeal the decision. Again, it stated to call the number. I went to my local job centre who told me no one could see me without an appointment and call the number that is never answered. Whats worst teh job centre have security gurds that evict you if you try and tell them no one is answering the phone. What a Joke for a publicly funded outfit. I whish I could get a job for life with them and my goverment pension and just never have to work again?
  • Thank you for your comment. Comments are moderated before being published.
    Rosa · 1 months ago
    Been calling at least three times at different times for every day this week. It rings for an hour and then it automatically cuts off. Impossible to get through. They owe me quite a bit of money that should have been paid into my account this week, but you have to chase them to remind them to do so apparently 
  • Thank you for your comment. Comments are moderated before being published.
    Gill · 1 months ago
    I've tried for 2 days to get through,  go through automated bit and once I press number 2 I get cut off everytime.  Now panicking as need to tell them something very important...so frustrating 😑 😤
  • Thank you for your comment. Comments are moderated before being published.
    Kim bain · 1 months ago
    Can someone please help me. I am terminally ill but I am also my husbands (whom I am power of attorney and appointee ). I can’t physically help him but due to brain damage and severe mental illness. We don’t live in the same house either. His money etc all comes in my name as he has severe trust issues. He didn’t get paid on Tuesday and I’ve phoned countless times. I’ve spent hours waiting then they cut me off. This isn’t something I can afford to wait to try anything else. I’m actually losing the will to live. He doesn’t understand why he has no money so it’s a living nightmare. I don’t know what to do. I spoke to the Scottish adult disability people who actually called me but he says he can’t get me through to anyone. Please help !!!!
  • Thank you for your comment. Comments are moderated before being published.
    Sharron · 1 months ago
    ESA have not paid me again (fault on their part) and I have been on hold for 1hr 28 minutes!  It's now gone 5pm and I don't know whether to hang up or wait until i either speak to someone or they cut me off!
  • Thank you for your comment. Comments are moderated before being published.
    Andrea · 1 months ago
    I have been cut off 6 times, I telephoned the PIP enquiry line tried every option and been cut off every time. It is extremely frustrating when trying to do our best trying to live these days, I have severe mental health problems and is exerbating my symptoms.  What do I do? 
  • Thank you for your comment. Comments are moderated before being published.
    Sally · 1 months ago
    I had the same problem. Calling in the day . Waiting for well over an hour. No answer so I hung up. The possible solution which I discovered was to phone at 8 am . I spoke to someone within 15 minutes. May have been a one off but worth trying to call early.
  • Thank you for your comment. Comments are moderated before being published.
    samc · 1 months ago
    Has anyone actually managed to get through? I've rang 7 times in a week and been on hold over 2 hours each time and then I get cut off. I need to update my daughter's medical conditions. 
  • Thank you for your comment. Comments are moderated before being published.
    Mark · 2 months ago
    I've been trying for 2 months at different times. Just getting past All the questions is a task your normally get cut off at some point. Got past all that for the first time today was waiting on hold for over an hour and guess what after an hour of waiting I got cut off. Dont no what to do just want to change my address and get my yearly report
  • Thank you for your comment. Comments are moderated before being published.
    Karen · 2 months ago
    I have been cut off 5 times now. I'm really worried as I have been unwell and not sent my review form back by the deadline. My appeal wasn't that long ago and nothing has changed. The appeal was really traumatic and I haven't felt able to answer all of these questions again. I need to talk to someone there but can't get through.
    • Thank you for your comment. Comments are moderated before being published.
      J · 2 months ago
      @Karen Same here cut off 3 times after 30 plus minute wait and once after a hour and 10 minutes its a joke
  • Thank you for your comment. Comments are moderated before being published.
    D · 2 months ago
    Week 2 of trying to report a change of address, I got through to a human yesterday for the first time only for them to hang up on me before a single word.
  • Thank you for your comment. Comments are moderated before being published.
    Andrew · 2 months ago
    This service it's not fit for purpose.

    Six times in 30 minutes I tried the telephone Number and kept being cut off before I could speak to a human to have my payments reinstated. 

    Nowhere in any of the literature on any of the DWP websites can I find any information about reinstating PIP following a long stay in hospital or a care home, quick enough to take it off you when in these circumstances but make it very difficult for you to start claiming again😡. Total shambles.
    • Thank you for your comment. Comments are moderated before being published.
      Ashley · 15 days ago
      @Andrew I only want to change my bank details but I've been on hold over 3 & half hrs now! I'll be better off just walking into job centre at this rate 
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