The Department for Work and Pensions (DWP) has released new data on the performance of its Universal Credit, Personal Independence Payment (PIP) and Jobcentre Enquiry helplines, revealing that PIP callers face the longest waits.
In a parliamentary statement this week, DWP minister Sir Stephen Timms provided figures on how quickly calls were answered and how long people were left on hold for each of the three services. The information was supplied in response to questions from Restore MP Rupert Lowe, a former Reform politician who fell out with Nigel Farage.
Helpline performance data
The average speed of answer for the Jobcentre Enquiry Line rose steeply to 2 minutes and 18 seconds in the last year, up from 57 seconds in 2024-25. The average hold time fell from 30 seconds to 19 seconds in 2025-26.
For the Universal Credit helpline, the average speed at which calls were answered fell from 2 minutes 43 seconds to 1 minute and 48 seconds over the same period. The average hold time dropped from nine seconds to seven seconds. More than a million calls are made every month to the Universal Credit helpline, which supports people on the benefit claimed by around 8.4 million people for help with living costs.
PIP helpline waits
Users of the PIP helpline wait the longest by some distance. The most recent figure for 2026-27 to date shows the average speed of answer is now 8 minutes and 9 seconds, down significantly from 12 minutes and 13 seconds in 2025-26. Hold times are around 36 seconds for both years. About 600,000 calls are made a month to the PIP helpline, which offers support to people with a disability or long-term physical or mental health condition.
In 2020-21, the speed was down at 5 minutes and 28 seconds before it surged to more than 18 minutes the following year, and more than 19 minutes the year after that. Back in 2021-22, the number of claimants of PIP more than doubled in a year, according to the Institute for Fiscal Studies (IFS), which at the time said the rise was driven by a sudden worsening of health across the UK population.
Benefit review and contact details
The PIP benefit is now under review. Sir Stephen Timms, who is jointly leading the review, said recently that the benefit is “not fit for purpose”. The review, whose findings are due to be announced this year, was launched after Sir Keir Starmer tried and failed to make cuts to PIP. Separately, the FT has reported that young people not in employment, education or training could have their PIP replaced as part of a reform to benefits for young people. Alan Milburn is conducting a review in this area that is also due to report its findings to Prime Minister Andy Burnham this year.
The Universal Credit helpline phone number is 0800 328 5644, or 0800 328 1744 for Welsh language. The Relay UK service for people who cannot hear or speak on the phone is 18001 then 0800 328 5644. There is also a British Sign Language (BSL) video relay service if you are on a computer. The helpline is open Monday to Friday from 8am to 6pm.
The PIP enquiry line is on 0800 121 4433. The Relay UK service is 18001 then 0800 121 4433. Alternatively, there is the BSL video relay service if you are on a computer. The helpline is open Monday to Friday from 9am to 5pm. To contact JobCentre Plus, go to the DWP website for more information.
