The Department for Work and Pensions (DWP) has published updated figures on call handling for the Universal Credit helpline, the Personal Independence Payment (PIP) helpline and the Jobcentre Enquiry Line, following a parliamentary question from Restore MP Rupert Lowe.
In a response on Monday 2 November, DWP minister Sir Stephen Timms provided average answer and hold times for each service. The data covers the 2024-25 and 2025-26 financial years for the Jobcentre Enquiry Line and Universal Credit helpline, and figures for the PIP helpline for each financial year since 2020-21.
Jobcentre Enquiry Line waiting times
The average answer time for the Jobcentre Enquiry Line rose sharply to 2 minutes and 18 seconds in 2025-26, up from 57 seconds in 2024-25. Average hold times fell from 30 seconds to 19 seconds over the same period.
Universal Credit and PIP helpline figures
For the Universal Credit helpline, the average response time improved from 2 minutes 43 seconds to 1 minute and 48 seconds, with average hold times dropping from nine seconds to seven seconds. Over a million calls are made to this helpline every month, supporting the approximately 8.4 million people who claim the benefit.
The PIP helpline, which receives around 600,000 calls monthly, still has the longest waits. The most recent figures for 2026-27 show an average answer time of 8 minutes and 9 seconds, down 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 rising to over 18 minutes the following year and exceeding 19 minutes the year after.
PIP review and future changes
During 2021-22, the number of PIP claimants more than doubled in a single year, according to the Institute for Fiscal Studies, which attributed the surge to a sudden rise in the worsening of health across the UK population. The PIP benefit is currently under review, with Sir Stephen Timms jointly overseeing the process. He recently declared the benefit "not fit for purpose".
The review, with findings expected later this year, was launched after 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. 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, with a Welsh language line on 0800 328 1744. The Relay UK service is 18001 then 0800 328 5644, and a British Sign Language video relay service is available. The helpline operates Monday to Friday from 8am to 6pm. The PIP enquiry line is on 0800 121 4433, with Relay UK on 18001 then 0800 121 4433, and operates Monday to Friday from 9am to 5pm.
