DWP issues new PIP and Universal Credit update on millions of calls made each year

The Department for Work and Pensions has released an update for Universal Credit and PIP claimants. A parliamentary statement this week from the DWP provides details for users of both the Universal Credit helpline and Personal Independence Payment helpline. It also includes figures on the Jobcentre Enquiry Line. All three services came under scrutiny when a Restore MP pressed the DWP for answers about their performance - including response times and how long callers were kept waiting.

Over a million calls are made every month to the Universal Credit helpline. The service supports claimants of the benefit, which approximately 8.4 million people rely on for help with living costs . Around 600,000 calls are made monthly to the PIP helpline. That service provides assistance to those living with a disability, or a long-term physical or mental health condition. Restore MP Rupert Lowe - a former Reform politician who fell out with Nigel Farage - put questions to the DWP what the average speed of answer and hold time was for callers to the Jobcentre Enquiry Line and Universal Credit helpline in 2024-25 and 2025-26. and he asked what the average speed of answer and hold time for callers to the Personal Independence Payment helpline was in each financial year since 2020-21.

On Monday, 2 November, the DWP responded. Sir Stephen Timms, a DWP minister, provided figures for each of the three helplines. His response revealed that the average answer time for the Jobcentre Enquiry Line has climbed sharply to 2 minutes and 18 seconds over the past year - up from 57 seconds in 2024-25. Meanwhile, the average hold time has dropped from 30 seconds to 19 seconds in 2025-26, reports Wales Online Over the same period, the average response time for calls to the Universal Credit helpline has improved, dropping from 2 minutes 43 seconds to 1 minute and 48 seconds, with average hold times also reducing from nine seconds to seven seconds.

PIP helpline users face by far the longest waits of all the helplines. Although waiting times have fallen considerably over the past year, they remain significantly higher than other helplines - and still well above the levels recorded in 2020-21. The most recent figures for 2026-27 show the average answer time now stands at 8 minutes and 9 seconds, a notable improvement from 12 minutes and 13 seconds in 2025-26, with hold times remaining at around 36 seconds for both years.

In 2020-21, the average response time was 5 minutes and 28 seconds before rocketing to over 18 minutes the following year, and exceeding 19 minutes the year after. During 2021-22, the number of PIP claimants more than doubled in a single year , according to the Institute for Fiscal Studies (IFS), which attributed the surge to a sudden rise in the worsening of health across the UK population. The PIP benefit is currently under review. Sir Stephen Timms, who is jointly overseeing the process, recently declared the benefit "not fit for purpose" .

The review - with findings expected later this year - was launched following Sir Keir Starmer's unsuccessful attempt to introduce cuts to PIP. Separately, the Financial Times has reported that young people not in employment, education or training could see their PIP replaced as part of welfare reforms targeting young people. Alan Milburn is leading a review in this area , which is also expected to present its findings to Prime Minister Andy Burnham this year.

The Universal Credit helpline number is 0800 328 5644 or for Welsh language: 0800 328 1744. The Relay UK service for those who cannot hear or speak on the phone is 18001 then 0800 328 5644. There is also a British Sign Language (BSL) video relay service if you're on a computer - find out how to use the service on mobile or tablet here. The helpline operates Monday to Friday from 8am to 6pm. The PIP enquiry line is on 0800 121 4433. The Relay UK service if you can't hear or speak on the phone is 18001 then 0800 121 4433.

Alternatively, there is the British Sign Language (BSL) video relay service if you are on a computer. You can find out how to use the service on mobile or tablet here. The helpline operates Monday to Friday from 9am to 5pm. And to contact JobCentre Plus, visit here for more information .