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.
