The Department for Work and Pensions (DWP) has published new figures showing that callers to the Personal Independence Payment (PIP) helpline wait far longer than users of the Universal Credit and Jobcentre Enquiry lines.
The data was released after Restore MP Rupert Lowe asked parliament how quickly the three helplines were answering calls and how long people were being left on hold.
Average wait times across the helplines
PIP callers currently wait an average of eight minutes and nine seconds to be answered, down from 12 minutes and 13 seconds in 2025-26. At its worst, the average wait surged to more than 19 minutes in 2022-23, driven by a sharp rise in claimants.
Universal Credit callers now wait an average of one minute and 48 seconds, down from two minutes and 43 seconds. The Jobcentre Enquiry Line average has risen to two minutes and 18 seconds, up from 57 seconds.
PIP review under way
The PIP benefit is now under review, with DWP minister Sir Stephen Timms, who is jointly leading it, saying the benefit is "not fit for purpose". The review's findings are due to be announced this year.
