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.
    · 5 months ago
    I think it's disgusting I have tried and tried to get through to E.S.A but it just said were trying to connect to an advisor never gets through to any one I have been trying this for day in day out for a few weeks now can never get to talk to any one 
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    I Have been on hold for 1hr 42 so far trying to enquire about my ESA which you say I am receiving but in reality have never received a penny, just stress and frustration
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    I have tried all day every hour on the hour to contact esa but they kept me on hold each time for an hour then cut the call .they did this for 6 hours in a row before i gave up.i have not been able to get my benefits for nearly 2 weeks because of this.its disgusting 
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    Employment support allowance telephone number 08001690310 not answering been trying on an of all day
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    I need tech support for setting up a UC account. Is there a phone number for this? Neither the helpline nor the migration line can help. My email address is not recognised but I'm sure DWP has it as I'm currently in receipt of Carer's Allowance, Income Support. Housing and Council Tax benefit. This is DWP's tech problem, not mine.
  • Thank you for your comment. Comments are moderated before being published.
    · 5 months ago
    Can’t get through to esa 2 hours the 1 and half now another hour it’s beyond a joke 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Is there a set time that they have to answer the phone in as I have now been on hold waiting for 1 hour and 7 minutes 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Call cuts off to ESA
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    ESA been trying to get through since April....... long time waiting just to keep getting cut off
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    0800 169 0310 is now the worst experience I've had trying to fi d out where my payment was took 45mins to go through the stupid ai system to then start speaking to be hung up on when they had to do some work . So in total that's already 1h of the day wasted . Thanks alot dwp 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I am trying to contact attendance allowance department. 
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I am.
    Trying to get old of my p60
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I am about to hang up all I wanted to do was cancel a claim that I haven’t received anything for
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    Trying to get through on 0800 169 0310 and been waiting for an hour,which I can’t afford to be doing,it is ridiculous and shameful that claimants have to wait for so long
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    I been trying for 3 days while on the line after an hour cut off 50 minutes cut off then 1 hour 10 minutes cut off why is it they won’t answer the call ,am on now wait 36 minutes still no answer
  • Thank you for your comment. Comments are moderated before being published.
    · 6 months ago
    i have tried to get through o 0800 169 0310 but theres never any answer this is shocking and i cant find any other way to contact them
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Been trying E S A for 3 weeks now phoning every day all day come on E S A my mental health  is suffering  quite a lot with worry  my husband has taken over now 
    Just answer your  phone 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    We moved house and need to update new address. There is not any online possibility to change personal details for ESA nor PIP. I have spent 4 hours already on the phone line to get through. No success yet. 
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    I’ve just had a meltdown! 45 min on hold to ESA and cut off. Second call 1hour 5 mins on hold, answered then cut off!!! I have mental health issues and this caused a huge meltdown. Can’t face going through it again but need to tell them vital information!
  • Thank you for your comment. Comments are moderated before being published.
    · 7 months ago
    Why is no one answering the phone. Have tried numerous times.
    • Thank you for your comment. Comments are moderated before being published.
      · 6 months ago
      @Tracey Hi everyone 
      It’s sad dwp number isn’t answering 
      recorded voices I tried numerous numbers to speak to dwp ref my pension I ended up in tears 👉has anyone got the correct dwp number I live in swest London 
      Thanks
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