Telephone calls - waiting times and terminated calls

Clare Jones made this Freedom of Information request to Department for Work and Pensions Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

The request was partially successful.

Dear Department for Work and Pensions,

Under the FOI act please can you tell me how long the average waiting time is to speak to a customer advisor when people telephone the Disability Living Allowance helpline, and how many calls are terminated by yourselves whilst people are waiting in the queue.
I would like this information for June 2023, by individual days.

Yours faithfully,

Clare Jones

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J Roberts left an annotation ()

Some people might be interested in this.

Tom Pursglove answered a parliamentary question from Beth Winter:

UIN 182089, tabled on 20 April 2023

26 April 2023

'There are no current targets for the Average Speed of Answer (ASA) for calls to the PIP, DLA and AA telephone enquiry lines.

The average waiting times for the PIP, DLA and AA telephone enquiry lines for the month of March 2023 were:

PIP - 00:37:01
DLA - 00:33:36
AA – 00:02:11
DLA65+ - 00:06:22

We are currently experiencing higher than forecast call volumes to the PIP and DLA telephony enquiry lines. We have recruited additional staff onto our telephony teams and have on-going recruitment to further increase resources.

The average speed of answering calls within AA and DLA65+ is within acceptable levels.'


Question asked by Neil Coyle MP:

'To ask the Secretary of State for Work and Pensions, what the average time is that benefit claimants are on hold when contacting the Department to discuss their claim.'


Related request:

Jonathan Ashworth asked the following question (pensions).

UIN 185825, tabled on 18 May 2023

'To ask the Secretary of State for Work and Pensions, what is the average length of time it took for a phone call to the Future Pension Centre to be (a) answered and (b) disconnected in the last 12 months for which data is available.'


1 Attachment

Dear Clare Jones,

I am writing in response to your request for information, received 12th

Yours sincerely,

DWP Central FoI Team