On the phone to PIP/DWP

If you ring DWP just after 8 am you get through straight away.

I waited on Attendance Allowance DWP line for 10 mins a few weeks ago.

Jane I’m trying to tell them that I probably shouldn’t be claiming PIP anymore.
I don’t know why I’m bothering!

FannyCornforth

I’ve been trying to ring them this week too!
Three times I’ve been cut off.
The system must be overloaded.
I hung up myself yesterday after an hour. This was around 10 - 11, which they tell you is the quietest time.
All I want is a form sent to me.
I can’t understand why you aren’t be able to do this online.

no, neither do I. I need a copy of a letter but has to come via post, they are not allowed to send it electronically via email?!

Coolgran I’ll do that next week

I’ve been trying to ring them this week too!
Three times I’ve been cut off.
The system must be overloaded.
I hung up myself yesterday after an hour. This was around 10 - 11, which they tell you is the quietest time.
All I want is a form sent to me.
I can’t understand why you aren’t be able to do this online.

I start ringing at 8am and found this to be best for shortest waiting time.

Can I just say I was polite to the gentleman who answered the phone and he was very polite to me. I imagine some people might find waiting over an hour challenging if they have a disability, for all sorts of reasons

I am an appointee for someone, so it is different anyway

JaneJudge

I actually managed to speak someone half an hour after starting this thread and it was all sorted within about a 5 minute conversation

Never forget - "Your call is important to us"

I think that’s malicious biglouis nothing to boast about, rather sad.

Particularly annoying with the bank, who have been "exceptionally busy"only hold on if your query is urgent since the beginning of Covid. Not like they can't afford more agents.

I've more sympathy with GP's etc who are stretched unresourced etc.

I get a sense however that everything is under huge pressure.
things often aren't functioning properly in a huge number of areas. its scary at times. It's happening in the criminal justice system, backlogs of cases, police unable to function to complete cases, insurance claims, so many more.

Working in a contact center is the most soul destroying job! Been there, done it got the t-shirt while I was at uni doing my various degrees

You are under pressure from the supervisor to deal with X calls an hour which is why they often hang up before you get the chance to ask what you wanted. Then people are often rude and talk down to you as though you were a numpty.

I can remember one New Years Day when I cheerfully wished a caller happy new year and he sarcastically told me I was probably too stupid to get a proper job. I had just finished my Ph.D. I wont tell you what I did for revenge but it involved a fax modem automatically calling his number every half hour for the next 24 hours.

Nowadays I am always polite and civil to call center staff and thank them at the end of the call even if they couldnt immediately solve my problem.

Most of us dread having to call anyone by phone now as we know we are usually in for a long wait. What annoys me is the standard message about ' being busy' if they are always busy why don't they employ more people. It happens when ringing the bank, gp surgery, booking a holiday, energy companies to name a few!!!

An hour is very standard x

I've had a lot of help and rapidly too on the PIP line

BUT it depends on the questions/query you need answering

and I think that is why there is such a difference waiting times.

Glad you got it sorted Jane

Thanks Jane

I called DWP this afternoon on 0800 731 0175 with a pension inquiry and was answered after 5 rings!!
I almost dropped the phone!!
Very helpful lady sorted everything out in 2 minutes..
Most impressed... and very grateful!

1hr 5m is not unusual.

Often the recorded message when you first ring points out the busiest times to avoid.

Possibly worth trying very first thing next week, say Tuesday after the Monday morning rush.

yes, it says the calls are free before you are put on hold for forever! (this was for PIP, I'm not sure if t differs with other dwp divisions)

So people on pay as you go phones could be basically stuffed, or are the calls free?

That's great Jane, good to hear.

I actually managed to speak someone half an hour after starting this thread and it was all sorted within about a 5 minute conversation

Jane, very normal, indeed not long at all, be prepared to wait a LOT longer. x

It’s always horrendous. It’s Friday afternoon so might be even longer than usual.