The Department for Work and Pensions (DWP) has said it is “currently experiencing higher than forecast call volumes” to the Personal Independence Payment (PIP) and Disability Living Allowance (DLA) enquiry phone lines. Calls to both telephony channels are taking more than 30 minutes to be answered by an advisor.
However, Minister for Disabled People Tom Pursglove MP said that DWP has recruited additional staff onto its telephony teams and has “on-going recruitment to further increase resources”. The written response came following a query from Labour MP Beth Winter, who asked what the average waiting time was on calls to the disability service centre for queries.
There are several possible reasons for making a call to the PIP, DLA and Attendance Allowance enquiry lines such as reporting a change of circumstances, a query about an existing claim, or starting a new one.
Call waiting times for March 2023
Mr Pursglove shared the latest average call waiting times for:
- PIP - 37 minutes (37:01)
- DLA - 33 minutes (33:36)
- Attendance Allowance - 2 minutes (02:11)
- DLA65+ - 6 minutes (06:22)
The DWP Minister said: “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 speed of answering calls within AA and DLA65+ is within acceptable levels.”
Reporting PIP changes
While many PIP claimants may be aware of the list of changes in circumstances that must be reported to the DWP in order for them to continue receiving uninterrupted payments, there are several changes that do not need to be declared.
PIP is not a means-tested benefit and can be paid whether the claimant is working or not, so there is no need to inform the DWP if you:
- Start a new job
- Stop claiming other benefits
- Change roles at work - unless the amount of help you need has changed
- Leave a job
- Are made redundant
- Take retirement
PIP changes you must report
However, guidance on the GOV.UK website states that you must contact the PIP enquiry line if:
Your personal details change - for example, your name, address or doctor
The help you need or your condition changes
Your condition has worsened and you’re not expected to live more than six months
You go into hospital or a care home
You go abroad
You are imprisoned or held in detention
The GOV.UK website goes on to warn: “You could be taken to court or have to pay a penalty if you give wrong information or do not report a change in your circumstances.”
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