Tell our readers what happened when you called the PIP Enquiry Line on 0800 121 4433.

Please use the comments section below to keep other readers updated on what kind of service is being provided right now and what they can expect when they call.

We’d like to know:

  • Which day, and what time of day, did you call?
  • How long did you wait for an answer, if you got one at all?
  • If you got an answer, was it from a human or was it an Artificial Intelligence chatbot?
  • Did your issue get resolved properly?

Why we are asking about the PIP Enquiry Line

Call waiting times on the vast majority of DWP phone lines have been terrible for a very long time.

In February 2002, the DWP told claimants that they ‘should not be concerned if they hear a “human like” voice when they contact us’ because the DWP are introducing ‘Conversational Platform’ software to answer some phone queries.

Here at Benefits and Work we’re concerned that the introduction of computer software may lead to a worse service, whilst allowing the DWP to claim that calls are now being answered much more quickly.

One risk is that chatbots will answer your call to the PIP Enquiry Line quickly, but will be able to respond only to the simplest queries.

If your call is in any way complex you may talk to a chatbot and then be put on hold endlessly whilst waiting to speak to a real person.

What readers have told us about calling 0800 121 4433

We asked readers to tell us about their experience of calling DWP helplines.  We wanted to know which one was providing the worst service, so we could look at that one first.

Whilst the Universal Credit Helpline and the Jobcentre Plus for ESA change of circumstances line were both appalling, the PIP Enquiry Line on 0800 121 4433 seemed to attract the most negative comments.

People told us things like:

“I’ve found the PIP enquiry line has to be the worst one for me. Most recent call approximately 58 mins to be answered. Good job I had time on my hands!!”

 “Over the course of about 4 days I spent nearly 10 hours waiting to get through to PIP, eventually after hour and half got answered, then had to ring again 2 weeks later and waited 45 minutes.”

 “I had to make five attempts in one day to give details for pip.  Each time I was cut off before finishing. On one occasion the phone was answered and automatically hung up. I managed to complete it after just over two hours.”

 “PIP - got through eventually, on hold for almost half an hour, then told someone would ring back, 3 weeks later, no one phoned back, and now I'm struggling to get through, and when I do what is said does not make any sense.”

 “55 minutes to the PIP helpline - on every occasion and without exception. And only to seek extensions for my clients for the return of renewal forms.”

How you can help

By telling us, and other claimants, about your call in the comments section you can help us expose any lies the DWP may try to tell about an improved telephone service. 

You can also make sure that other claimants know the sort of things that can go wrong and give them a better chance to prepare for them.

Remember, we only want to know about calls to the PIP Enquiry Line on 0800 121 4433, though we may start pages for other numbers if this one is used regularly.

Those questions again:

  • Which day, and what time of day, did you call?
  • How long did you wait for an answer, if you got one at all?
  • If you got an answer, was it from a human or was it an Artificial Intelligence chatbot?
  • Did your issue get resolved properly?

Tell the work and pensions committee

From today, 26 April 2023, we're also asking claimants who are struggling to get through on the phone to email the House of Commons work and pensions committee and tell them about your experience. 

The committee can put pressure on the DWP to either improve the phone system or make changes until they can, such as not enforcing deadlines for returning forms or for letting them know about changes of circumstances.

You can read more about this idea here or just email the committee at this address:

This email address is being protected from spambots. You need JavaScript enabled to view it.

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.

Almost half a million PIP helpline calls deliberately disconnected in April 2023

Almost half a million callers to the PIP helpline in the month of April were deliberately disconnected by the DWP before they could even wait in a queue, a freedom of information request by Benefits and Work has revealed.  The proportion of calls cut-off before entering the queue is now greater than the proportion who even get to wait for an hour or more before giving up or getting disconnected.  Read more.

Comments

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  • Thank you for your comment. Comments are moderated before being published.
    Sheila 966 · 2 months ago
    Rang to try to obtain a PA4 Assessors Report. 
    On hold 35 minutes 17/01/24 from 15:30 - cut off, tried again immediately - o
  • Thank you for your comment. Comments are moderated before being published.
    A · 2 months ago
    Called yesterday (Thursday) at 12:50 and waited around 35 mins for an answer. Requested an extension for 'how your disability affects you' booklet. The person I got was fine, they got their case supervisor who was really nice (very different to the person I got the first time I called to apply who was very efficient and sharp with me).

    I also called on the 19th December, total call time 40 mins (waited around 35 again). Both initial person and case supervisor were nice. Was calling for an extension then too.

    Have only spoken to humans so far in 3 times calling.
  • Thank you for your comment. Comments are moderated before being published.
    S · 2 months ago
    Been trying to get hold of PIP so far I'm into my 3rd hour of trying.  2nd call after an hour wait I got a hello and then disconnected  right away and this is at 12pm on a Tuesday.  Need to update my claim and after a suicide  attempt  this isn't helping my mental health at all. Shocking service. 
  • Thank you for your comment. Comments are moderated before being published.
    Jacq · 2 months ago
    I have tried several times today no luck, its about time they looked into why its taking so long to answer the phone. 
  • Thank you for your comment. Comments are moderated before being published.
    Tez · 2 months ago
    Thanks for the number, I needed an exemption form for tax on the car, I called at 3.30pm and was waiting just over 50 minutes until they spoke to me, it only took 5 minutes to sort mine out , wish there was an option for this sort if thing when it won't be a long call so we could get through much faster. Its very much a case of holding until they answer, many of us have problems with this, I've been cut off before after an hours wait but this time I got it sorted . 
  • Thank you for your comment. Comments are moderated before being published.
    Muma · 2 months ago
    2 hours on hold is madness! Trying again as I needed to get a break from that music it leave you insane :(. I don’t think they have any staff, or no one is at work? Pretty bad but how does anyone correct mistakes unless they answer the phone? Crazy system. 
  • Thank you for your comment. Comments are moderated before being published.
    e reid · 2 months ago
    5th time in last fortnight tried early morning , lunch time , t time never any diff on hold for 45 mins plus then my anxiety id through roof and i hang up.
  • Thank you for your comment. Comments are moderated before being published.
    Louise · 2 months ago
    Tuesday, 11am, 40 minutes on hold. Not allowed to speak on my daughter's behalf without them speaking to her, she can't speak on phone. Explained this and they said they couldn't do anything without speaking to her. Asked if I could be added as contact for her claim, they said no always has to be her that answers security questions (even though I can answer them). Not sure how supposed to update her claim in future when she can't speak to them. Ridiculous system
    • Thank you for your comment. Comments are moderated before being published.
      Chris · 7 days ago
      @Louise Louise, request the advisor to arrange a home visit to assess your daughter's need for a registered appointee. If you are successful, you will be able to phone on her behalf as the information will be kept on your daughter's file. 
    • Thank you for your comment. Comments are moderated before being published.
      K · 2 months ago
      @Louise The security questions have to be answered by her because anyone could ring up say they are with ur daughter and get given a load of information that they shouldn't have. I know it's frustrating but it's there to protect your daughters information. If someone rang up l, passed the security questions or just said they were her and then closed her claim down, u would wish they had better data protection in place then. 
  • Thank you for your comment. Comments are moderated before being published.
    K. Mayer · 2 months ago
    Need to make a change.  Call them at 10.30am, go through all of the automated questions.  It then states to hang up unless you still need to speak to someone and if so stay on the line, complete silence, no music, no bot, nothing.  I have no idea if its connected or not even though the call still shows connected.  Give up after half an hour as I have no idea if I am even in a line to get through.  Absolutely ridiculous.  Why on earth they don't have an online account you can use like UC to make life simpler??
  • Thank you for your comment. Comments are moderated before being published.
    Fanos · 3 months ago
    Tried calling at 11am. I Was asked via the automated system a number of questions, which I answered. Put through waiting for someone to answer. The automated system kept apologising in between the music for the delay. 45 minutes later, I gave up and, hung up and had my lunch. 

    At 2pm I tried again, the same questions asked and I was put through for someone to answer. Again the automated system kept apologising in between the music for the delay.  One hour later I gave up again and hung up. I am sure this stem is there just to put people off, especially as I was threatened with having my PIP payments stopped if I did not fill in my PIP Review form, which had not changed apart from my ability to walk, within a certain date. This I did in May. It is now December and I am still waiting for the DWP to respond in full, not just the odd text to say they have my form and it is under review. My Blue Badge is due to expire in March, but I don't hold out any hope that they will make any decision before then. Maybe  there should be some sort of compensation paid out by the DWP for the distress I am experiencing. I know, sack the minister responsible with his £6000+ a year pay rise!!
  • Thank you for your comment. Comments are moderated before being published.
    Claire · 3 months ago
    54 minutes to get through. Two minutes to change my bank details.
  • Thank you for your comment. Comments are moderated before being published.
    Dean · 3 months ago
    55 minute wait and I get cut off. I'm currently waiting again. All I want to tell them I haven't received my review form . This music is doing my head 
  • Thank you for your comment. Comments are moderated before being published.
    Boogie · 3 months ago
    This is ridiculous 😒 I am 1.5 h on the line and still nothing.  All the time the same music makes me sleep 💤 😴 😪 What's going on  ?!
  • Thank you for your comment. Comments are moderated before being published.
    Anonymous · 3 months ago
    Annoying I can't get through I have not received my Christmas bonus of £10 not alot but would at least buy bread and milk 35minuets still waiting ridiculous music driving me insane I've been trying since the beginning of December 
  • Thank you for your comment. Comments are moderated before being published.
    Richard · 3 months ago
    28the December attempted 3 separate calls to the PIP helpline each time on hold for over an hour with no answer. On one occasion the line was cut off after 1hr 6mins. Infuriating 
  • Thank you for your comment. Comments are moderated before being published.
    Maria Luisa · 3 months ago
    I am trying to caled as I am overseas and I will need more time to fill the form to claim my PIP. The line is closed. 
  • Thank you for your comment. Comments are moderated before being published.
    Vanessa · 3 months ago
    I called PIP to get an extension because the deadline is tomorrow but I only just got the form. 
    I get to the bit where "if you want it in English press 1" I press one and it just hangs up.
    So exactly how am I going to contact them? Is there email address available? 
  • Thank you for your comment. Comments are moderated before being published.
    Bun · 3 months ago
    I was on hold for over an hour, got through and was immediately hung up on. This is so frustrating. It's not nice to spend the whole time their phone lines are open trying to get through just to be consistently hung up on. This is my third day doing exactly that and their lines close in the time it'll take for them to pick up (or hang up) on me again. We're people who have disabilities and difficulties - it takes a lot of our energy to even get through on a call. 
  • Thank you for your comment. Comments are moderated before being published.
    Margaret · 3 months ago
    I phoned PIP today and didn't get to speak to a human before the automatedI voice told me to hang up. Not impressed at all


  • Thank you for your comment. Comments are moderated before being published.
    Akz · 3 months ago
    I have been waiting on the phone call for so long and nothing, they have suddenly just stopped my PIP even though I had called up 2 months ago and explained that I had sent my review form in, that music is so annoying

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