Which DWP number are you struggling to get through on?  Benefits and Work wants to find out more about which numbers have the longest wait times and also whether things improve with the introduction of ‘almost human’ AI chatbots answering calls.

Back in February, the DWP announced it was introducing Conversational Platform software to answer telephone calls.  The DWP described the voices claimants would hear as ‘almost human’.

Perhaps not coincidentally, the following month the DWP announced that it was closing 41 offices and that some staff would be redeployed to different roles.  The jobs affected are ‘back of house’ such as staff who answer telephones.

It may well be the case that wait times fall as a result of the introduction of AI.  But it’s also possible that the actual responses callers get will be of little help because they are simply talking to sophisticated FAQ software which can only give pre-programmed responses and can’t deal with follow-up questions.

As a first step we need to find out which are the numbers that you struggle with most and is it solely that no-one answers or do you get unhelpful responses, get cut-off before you’ve finished, get offers to call you back that never happen or get answers that are just plain wrong.

And do you know if you are talking to a human?

Some of the most likely suspects are:

Universal Credit helpline

Telephone: 0800 328 5644

PIP enquiry line

Telephone: 0800 121 4433

Jobcentre Plus for ESA change of circumstances

Telephone: 0800 169 0310

But there may be other numbers related to the benefits we deal with that are a problem for you.    Please let us know your experiences in the comments section below.

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.

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    · 1 hours ago
    I have been trying for two days to get through to the ESA helpline on 0800 169 0310.  Waited 30 minutes on Monday morning and tried again Monday afternoon and waited for over an hour until I had to give up.  Have been waiting for 45 minutes again now today (Tuesday).  You get through the AI questions and then get put on hold.  I am trying to do this on behalf of a client whose ESA payments are supposed to have stopped when he migrated to UC but they haven't.  Really important we find out what's going on as I'm worried he will have a big overpayment.  Really poor service. 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 hours ago
    I have tried dozens of times to get through to assistance allowance for expats, +44 0800 731 0122 press 1 for English 2 2 again third 2 always disconnects HELP 
  • Thank you for your comment. Comments are moderated before being published.
    · 4 hours ago
    Was waiting for half an hour, a person answered the phone, then put me back on hold and then the call was disconnected!  PIP helpline.  They put a deadline on their letters and then you can't get through to them!  
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    I am trying to contact the ESA people by telephone. After ONE HOUR, no joy(thank God it’s a free call!).
    What are they doing over there?. Maybe they should do what their department title suggests and employ more people!. It’s an absolute disgrace that this department is run so badly, and if I hear ‘thank you for waiting..’ one more time, I think my head will explode!.
    Please please someone, sort this out because right now it’s a complete joke😡😡😡😡

  • Thank you for your comment. Comments are moderated before being published.
    · 4 days ago
    I have tried 5 times today to Call DWP each time after 45 minutes of being on hold i am cut off!!  I am trying to tell them about a change of circumstances - which i am supposed to to as it may affect my benefits   But how can i tell them if no one answers the Phone!!!  
    I have also tried to contact Access to work and i am experiencing the same issue!!!  I have tried to see if there is another way to contact them eg email.  and no there isn't.  
    Very frustrating, and this is not my fault, I am trying to comply with the rules!! 

  • Thank you for your comment. Comments are moderated before being published.
    · 4 days ago
    I only wanted a pension income statement for the last three months and phoned 0800 731 0469 several time on Friday the 17 October 2025, some calls lasted 45 minutes but there was no response except a recorded message to say, “ we know you are waiting and someone will answer your call” that’s it. It is so heartbreaking and sad for a man of 87 years. 
    Where to go and how to contact them, please help. I need to have a statement of pension income urgently but where to go I  can’t give you my other details due to security. Please help. 

  • Thank you for your comment. Comments are moderated before being published.
    · 4 days ago
    I received a text message yesterday from DWP advising that I need to send them a particular document to enable my claim to move forward. Telephoned the appropriate number was left in a repeat call waiting loop for over an hour …..tried again gave up after another hour . Tried again this morning hung up after almost an hour . The text call option does not work .
    So frustrating especially when you are unwell !
  • Thank you for your comment. Comments are moderated before being published.
    · 5 days ago
    ESA line 4 times now waiting for 46 mins then hold music just stops since 9am today (also 3 more times before that this week,) . Phone still connected and ticking up but is clearly no longer going to be answered. I called last week and waited 1hr 25 mins but did get through and no silent line issue. 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 days ago
    Useless department, no one answers at DWP. Welcome to the UK, get used to it!!! 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 days ago
    I have currently been waiting for 37 minutes. I am trying to get my brother’s appointee changed from my mother to me. She has had a heart attack and cannot deal with it anymore. I work full time and cannot keep holding on for such long periods during working hours. I talked to someone when my mum was in hospital but they said they had to talk to her so zi need to be here with her to talk to you. 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 days ago
    ESA 40 minutes wait, then hung up on by someone who may have been human or AI. Responded like a machine.
  • Thank you for your comment. Comments are moderated before being published.
    · 11 days ago
    No answer at Attendance Allowance number. Tried benefits number. Told to go online if I paid voluntary contributions then rung off. Not good customer service. My attendance allowance hasn't been paid and I just don't know where to go from here
  • Thank you for your comment. Comments are moderated before being published.
    · 13 days ago
    Please someone answer the phone 
  • Thank you for your comment. Comments are moderated before being published.
    · 15 days ago
    Number on the form 21 87777
  • Thank you for your comment. Comments are moderated before being published.
    · 20 days ago
    I have tried to contact DWP regarding a change of address. For some reason I can't get by the universal credit line.
  • Thank you for your comment. Comments are moderated before being published.
    · 27 days ago
    I need a telephone number for the dept that deal with Attendance Allowance 
    • Thank you for your comment. Comments are moderated before being published.
      · 8 days ago
      @Christine Owen Did you find a contact number? I need it for my dad 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    I need to let them know at JSA that i now have a job but they won't answer. I have called butnhad been waiting 36 mins 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Being trying for days on the esa number but the only option 2 just cuts you off ? So annoying
  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    absolute joke, took ages to get through and because my son could not answer the question re a previous address (his previous address was years ago when he was in primary school and he would never have remembered it) so the man (Sam) would not proceed.
    I asked him to ask another question that my son may know but he said he couldn't and he would not accept the previous address from me.
    Advised me to ring again and ask to speak to a manager so had to wait another age to get through again. no common sense these days.

  • Thank you for your comment. Comments are moderated before being published.
    · 1 months ago
    Trying to get in touch with works n pension,  08003282144,   keep ringing then cuts off, 

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