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.

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  • Thank you for your comment. Comments are moderated before being published.
    Gary protano · 5 months ago
    I have called dwp pip on a few occasions. Twice I have waited over an hour to speak to someone and within minutes they have hung up on me. How rude can you be. Sat there the first waiting and hoping that they were going to ring me back. They never did. After it happened the second time it caused me great distress. How many people is this happening to. ? 
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    Tom · 5 months ago
    The jobcentre line keeps hanging up randomly had it at 9 mins then 32 minute's this morning 
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    Clifford · 5 months ago
    It's not as simple as just to phone and to carry out a "change of address only" with pip or ESA, I have tried too get through too the ESA'Dept for weeks now assisting my son that has mental disorders with him. as well he has tried including the care home, yet with no luck but just today strangely he received a message on his phone telling him that he must contact them with "urgency" (HOW) why not call on him? Not sure (WHY) - it is such a very very sad and poor situation when dealing with people that have serious problems and just can't get through - what is really going on is the question at the end?

                     It's Shocking!
  • Thank you for your comment. Comments are moderated before being published.
    Jo Phillips · 5 months ago
    1 hour 35 mins on hold……what more stress do they wish to put people through. Surely it’s about time they employed more staff???? The ironic thing is they text me to call them, surely a dedicated number for this should be given? I know I’ll get cut off again before anyone answers.
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    Ellie · 6 months ago
    Hours and days spent on the phone trying to contact an ESA adviser about enrolment on  an online course of 8 hours a week as flexible learning just so that I'm not deprived of my income, fined or given a criminal record bit EVERY time that I called I was cut off before I was even put through.  In the end I gave up and passed it to my MP- along with a stern telling off to the effect that Government cannot complain about an economy in terminal decline when even the basics do not work. If nothing else, the email to my MP is proof that I repeatedly tried to contact them; so if they dare to penalise me for enrolling on this little course then I will see their worthless, lazy arses in court. Have had rnlugh
  • Thank you for your comment. Comments are moderated before being published.
    Trish · 6 months ago
    I am trying to get through to ESA but they simply go through various AI options then keep you on hold for an hour, at which point I give up. I have written to them to tell them my daughters circumstances have changed as she now is doing an apprenticeship and needs to cancel her benefit. But they have not responded to that either. This is absolutely ridiculous. I may well try the local MP as suggested above but it really shouldnt be this difficult

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    Rishi Sunak · 6 months ago
    Called about a Hardship Payment just now - had to fanny around with the automated system for 5 minutes but in all, the call including the wait was 25 minutes, which I don't think is too terrible for a Friday afternoon/early evening.
    • Thank you for your comment. Comments are moderated before being published.
      Deb Kelly · 6 months ago
      @Rishi Sunak Can you try option 6 then option 3 for DLA under 16s.
      Line just cuts off same as people have commented on here.
      No email address? 
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    S Khan · 6 months ago
    I have been trying all week to call DLA Child Motability on 0800 121 4600. I select option 6 for an ongoing claim and then select option 3 which deals with other queries. Each time I get through it makes a few beeps and then cuts the phone call. I have tried calling at various times in the day but it just keeps cutting off. Is anyone else experiencing this as well and please can someone advise how I can speak to someone about my daughter’s DLA? Thanks. 
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    Ben · 6 months ago
    My partner has to help me with my calls due to the issues i face and she has spent the last 2 days calling DLA for my son and Pip for me while being kept on hold listening to music and been told of high call volumes repeatedly by a robot, to get cut off each time. One of these was for over two hours, another for 1hr 45min and several times after each time simply being cut off having waited on hold for over an hour in each instance. Seems like its made impossible to get through.
  • Thank you for your comment. Comments are moderated before being published.
    Liam · 6 months ago
    Currently on hold with DWP 55mins in, trying to contact regarding an application I submitted for JSA back in July.. which has yet to be actioned. This is pathetic. 
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    Maureen · 6 months ago
    I had a zoom one to two. My sister was with me. When we read the report from assessor is was as if she had got the name wrong. She lowered the award and had referred to a previous pip award which had been over ridden by a mandatory consideration in 2019. So I call the pip number and was waiting 50 mins. I’m now not sure if it was a robot! I asked for the assessor report to be sent as I want to do a mandatory consideration. Instead of doing  that he activated a mandatory consideration whilst I was on the phone. I asked if he had as i was getting the feeling he didn’t know what he was doing and had to keep going to someone else for advice, he said no it’s ok.  When I came off the phone I received a text saying you will hear about the mandatory consideration in up to 8 weeks. I wanted to give s
  • Thank you for your comment. Comments are moderated before being published.
    Harvey · 7 months ago
    I tried calling the number to 'Change or cancel an appointment', which is: 0800 169 0190.
    I tried just after 08:00, but was kept on hold for over 15 minutes, before the background announcements/music stopped.  However, the line was still open.  What's happening?
  • Thank you for your comment. Comments are moderated before being published.
    fed up · 7 months ago
    tried to call four times, got cut off everytime. 
    three times was around 20 minutes.
    another around 7 minutes
  • Thank you for your comment. Comments are moderated before being published.
    Jimmy Mcwilliam · 7 months ago
    I can’t get through to ESA to discuss a change in circumstances. The line terminates or I am on hold forever. 
  • Thank you for your comment. Comments are moderated before being published.
    Annette Holland · 7 months ago
    I have been trying for 2days to get through 
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    Louise · 7 months ago
    I've just waited 45 minutes then to be cut of when they answer.  This is honestly degusting.  I have mental health and a baby to look after . Honestly I'm so stressed out . I only want to change my address 
  • Thank you for your comment. Comments are moderated before being published.
    Nicholas · 7 months ago
    45 mins and counting to change my address or try to this will be the 4th time now. Esa 0800 number. How do they expect ppl with mental health issues or any issues to deal with this, its truly shocking. 
  • Thank you for your comment. Comments are moderated before being published.
    Jan · 7 months ago
    I have been trying to get through to DWP regarding missing  ESA payments. 45 minutes this morning 1 hour this afternoon. It is a joke.
  • Thank you for your comment. Comments are moderated before being published.
    Carol · 7 months ago
    I have just called up the pip enquiry line at 11:25 am on a Wednesday and it was answered at 11:56am.
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    Charlotte · 7 months ago
    I am currently waiting on ESA to advice them on my changed bank details, it is now 42 mins!! 
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