Universal Credit: Telephone Services

Department for Work and Pensions written question – answered on 26th February 2016.

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Photo of Frank Field Frank Field Chair, Work and Pensions Committee, Chair, Work and Pensions Committee

To ask the Secretary of State for Work and Pensions, how many calls have been made to the Universal Credit 03456000723 number to date; what the average duration is of such calls; what the average cost is of each call; and how much revenue in total has been generated by these calls.

Photo of Priti Patel Priti Patel Minister of State (Department for Work and Pensions)

To date, 2.2million calls have been answered by Universal Credit agents. The average call duration is 07:29 minutes. This information includes calls to the 0345 number and to the 0845 number it replaced.

Calls to 0345 numbers are charged to the customer at the same rate as a call to a standard local or national geographic number. The cost is dependent on the customer’s tariff and will be taken from inclusive bundled call minutes where applicable.

Information about call charges are available at the following link https://www.gov.uk/call-charges


The Department generates no revenue from these calls and is unable to comment on revenue generated by other parties

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