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 days ago
    My name on JSA was incorrect so I want to correct that. I also want to report change of circumstances but DWP do not answer the phone. I waited for 30 mins once, they picked up the phone and immediately hung up. 
  • Thank you for your comment. Comments are moderated before being published.
    · 1 days ago
    I have been trying for 2 days now waiting in excess of 2-3 hours each time and no answer on 08001690310 and no answer at all. 
  • Thank you for your comment. Comments are moderated before being published.
    · 2 days ago
    I got a text asking me to ring esa about my address I rang the 0310 and have done for 4 days each time I've still been waiting to speak to someone for 1 hour 40 mins then 1 hour 10 mins and same with 4 other times all u can hear is we know u are waiting over and over again people do have life's not to be asked to ring then can't get hold ov anyone I better get payed seriously I can't handle ringing again 
  • Thank you for your comment. Comments are moderated before being published.
    · 3 days ago
    Have been trying for 10 days now to report a change in my circumstances.
    Most days for an hour, others for 45 minutes.
    They had better not try and claim overpayments back from me!
  • Thank you for your comment. Comments are moderated before being published.
    · 4 days ago
    i waited 2 hours and still not answering all they say is thank you for waiting we know your waiting to speak to an agent 2 hours later and im still waiting
  • Thank you for your comment. Comments are moderated before being published.
    · 13 days ago
    Keep ringing, get automated message then it disconnects.  Really frustrating!
    • Thank you for your comment. Comments are moderated before being published.
      · 10 days ago
      @Richard Stanton This!!! I have been trying for the last week and a bit, with the exact same results

  • Thank you for your comment. Comments are moderated before being published.
    · 16 days ago
    This is enough to give you a breakdown 
  • Thank you for your comment. Comments are moderated before being published.
    · 16 days ago
    I moved home and my council worker was on holiday we waited for a long time and then we decided to phone the council office for rent they told us they had received our form but hadn’t paid because we hadn’t changed anything with the job centre I have been waiting for an answer for nearly three hours I’m at my wits end
  • Thank you for your comment. Comments are moderated before being published.
    · 17 days ago
    I don't understand why u can't do a change of circumstances online so much easier
  • Thank you for your comment. Comments are moderated before being published.
    · 17 days ago
    Esa change of circumstances I have tried to ring multiple times the longest wait time was two and a half hours still didn't get through but I'm the one who will b penalised if I dont
  • Thank you for your comment. Comments are moderated before being published.
    · 17 days ago
    Number I am using is 0800 169 0190. Frustrating as I will now have to miss appointment , which doesn’t look good on my behalf!
  • Thank you for your comment. Comments are moderated before being published.
    · 17 days ago
    JSA line , gives recorded message and then says call failed. I need to rearrange an appointment !!!!
  • Thank you for your comment. Comments are moderated before being published.
    · 17 days ago
    Over two hours on hold to ESA the other day, and 52 mins and counting today 
  • Thank you for your comment. Comments are moderated before being published.
    · 18 days ago
    Received a letter from debt management in Bradford claiming DWP accidently over payed me last year, they said it wasn't my fault but it was public money like I was a thief. I rang the number on the letter but they knew nothing about it and told me to call the dreaded 0310 number, been on here now for 1 HR and 35 minutes listening to this awful music. System is broke beyong belief in third world Britain NHS, Water, DWP, HMRC etc etc, too many parasite vultures taking the cherry off the pie, mostly American !

    Perhaps we need to tell politicians you've had an overpayment of public money and we want it back !


  • Thank you for your comment. Comments are moderated before being published.
    · 20 days ago
    Husband currently trying to get through on ESA line.  2 hours and counting!
  • Thank you for your comment. Comments are moderated before being published.
    · 20 days ago
    Been on hold with dwp for over 2 hours trying to get my benefits stopped as I’m starting work can’t get through to them what can I do …? 



  • Thank you for your comment. Comments are moderated before being published.
    · 21 days ago
    Absolutely disgraceful. Still on hold, 1hr 54 minutes so far and still waiting an answer. Had to plug in charger so cant even move about while waiting,
  • Thank you for your comment. Comments are moderated before being published.
    · 21 days ago
    Tina Stiff
    The  line keeps dropping on the 0800 169 l0310 line for ESA I have been trying for two days now very frustrated 
  • Thank you for your comment. Comments are moderated before being published.
    · 22 days ago
    I've tried 4 times at different times of the day 08001690310 ranging from 1.5 hours to almost 2 hours and then when someone finally answered their voice was corrupted and they hung up! It's a joke
  • Thank you for your comment. Comments are moderated before being published.
    · 22 days ago
    Can’t get to a human on the ESA line ending 0310 and I think they are paying my money into a wrong account as I’m not receiving it!

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